Help & FAQs

You do not need to create an account to complete your order. However, if you create an account with vapekit.co.uk, checkout will be quicker next time you order. In addition, you can take advantage of our reorder service and accumulate reward points to benefit from savings on future orders.

If you have clicked to add a product to your virtual basket and it has not been added, this could be because there are variants of the product to choose from and you haven’t made your selection. Variants include nicotine strengths, kit colours and coil resistances. Once you have made your selections, you should be able to add your choices to your basket.

It is not possible to complete your order unless you have entered the required personal details. You will also need to select your desired delivery method, enter the security code for your payment card and check the box confirming that you have accepted our terms and conditions. When you attempt to complete an order and have omitted any required details, the area of the form that you need to complete will be highlighted in red.

Log in to your account and you will be directed to your dashboard where your orders are listed. You can view the details and status of any order you have made. If you don’t have an account or can’t find the information you need, contact us stating your order number.

You can make your payment using the following credit and debit cards:

• Visa
• Delta
• Visa Electron
• MasterCard
• American Express
• UK based Maestro and Solo card

You can also pay using your PayPal account.

All card payments are processed via Opayo, one of the largest card processing companies in the UK. All transactions are fully encrypted and 100% secure. Your card company may perform additional fraud prevention checks such as Verified by Visa or Mastercard's 3D Secure before authorising the payment. Payments made via PayPal are also fully encrypted and 100% secure.

If your card has been declined, it could be that you have entered your card details incorrectly or a required filed has been missed. Please input the details again making sure to complete all the required fields including your name as it appears on the card, the card number, expiry date and CVV number. Check that you have entered all details correctly, and that you have sufficient funds in your account, and try again.

Cards may also be declined if the name and billing address you have entered do not match the information held by your bank or card provider (see more below). Please make sure that the correct billing name and address are being displayed on the payment page (you may need to scroll down to see these if you're using a phone.

Occasionally, overly zealous fraud protection by your bank or provider can also see your card declined. If this is the case you may receive a text message or email asking to confirm that the transaction is being made by you. This normally only happens with higher value transactions. If this is the case, please contact your bank or card provider.

Other things to check

• Have you recently moved?

When our payment processor, Opayo, processes your transaction they will check that the name and address details you have input as your billing address matches what the bank has on file for you. Sometimes however these details can get out of synch, for example if you've not yet advised your bank of the move or, you have, and they've not provided Opayo with the latest details. We've had instances where this data can be out date by weeks, even months.

If you suspect this could be stopping your payment from going through please try updating your billing address to your old/new address as appropriate whilst keeping the shipping details as your current address.

• Do you use a VPN?

If you're ordering goods in the UK and the payment processor notices that you appear to have an IP address outside of the UK they may well reject the transaction suspecting it could be fraudulent. All you need to do is turn off your VPN and you should be able to place your order. The only exception is when you've tried to put the transaction through numerous times and this triggers an additional fraud alert. In this instance if you just wait a few hours before trying again this should solve the problem.

On rare occasions, when checking your bank statement, it might appear that you have been charged twice for your order. This is because when you place our order, Worldpay automatically seeks authorisation from your bank or your card provider. When they do this, the funds to pay for the order are reserved.

Very rarely, the Worldpay system can create more than one authorisation, reserving the funds for the transaction twice. Such authorisations may remain in place for up to 3 days and could appear on your statement. However, funds will only be withdrawn once to complete your transaction. Any additional authorisations will disappear and the funds relating to them will be available to you again.

If you believe that you have been charged twice, wait three days and check your statement. If you still find that there is an issue, contact your bank or card provider and request that any pending transactions are removed from your account. If your bank advises you that more than one payment has been made, please contact us and we will investigate the problem immediately.

If you complete your order before 4pm Monday to Friday, we will despatch it the same day. Orders placed after 4pm will be despatched the next day. Please note that it is not possible to despatch packages at the weekend or on public holidays, including bank holidays, Christmas Day, Boxing Day and the Easter weekend. Orders completed at these times will be despatched the next working day.

From time to time, our usual swift service may be impacted by circumstances beyond our control such as extreme weather and unexpectedly high volumes of orders.

You will benefit from free UK delivery when you spend just £10 at Vapekit.co.uk on eliquids, vaping hardware or any products on our site. We will despatch your order using the most appropriate service. This would usually be Royal Mail First Class. Royal Mail aim to deliver First Class items within 48 hours but some parcels may take longer.

We are also able to offer you the following services which you can select at checkout:

Royal Mail Special Delivery £6.99

This service ensures delivery before 1pm on the next working day and occasionally on Saturdays. Orders must be placed before 4pm Monday to Thursday for next day delivery. Orders placed on Friday prior to 4pm will usually be delivered the following Monday. Orders placed after 4pm on Fridays or at the weekend will be delivered the following Tuesday.

Royal Mail Special Delivery – Saturday Delivery £9.99

Orders must be placed before 4pm on Friday for delivery on Saturday by 1pm.

DPD £4.99

The majority of orders sent via DPD will be delivered the next day but next day delivery is not guaranteed. DPD may take longer to achieve deliveries in remote areas including the Scottish Highlands, the Channel Islands, Northern Ireland and offshore islands. Orders must be placed with vapekit.co.uk before 4pm Monday to Friday to be eligible for next day delivery. DPD couriers deliver Monday to Saturday but not on public holidays.

You can view the details of your order by logging into your vapekit.co.uk account. Once your order has been despatched, those details will include a tracking number. You will also receive a despatch confirmation email which includes the tracking number and a link to the carrier’s site.

Royal Mail First Class

You can only track your parcel once it has been delivered or an attempt to deliver it has been made.

Royal Mail Special Delivery and Saturday Special Delivery

Your orders can be fully tracked at each location point via Royal Mail’s website. A signature will be required when your parcel is delivered.

DPD

Orders despatched via DPD are trackable via the DPD website.

• Royal Mail First class – usually within 48 hours of despatch but some parcels take longer (delays are out of our control).
• Royal Mail Special Delivery – next working day after despatch and before 1pm
• Royal Mail Saturday Special Delivery – next day after despatch and before 1pm
• DPD – within two days of despatch

Orders over £10 are delivered to you free of charge, usually via Royal Mail First Class. The delivery charge is £1.49 for orders under £10.

You may choose an enhanced delivery service. The charges are as follows:

• Royal Mail Special Delivery £6.99
• Royal Mail Saturday Special Delivery £9.99
• DPD £4.99

At this time, we are only able to ship to UK addresses.