Contact Us

Once your order is dispatched, you'll receive a confirmation email with tracking information. Click the "Track Order" link in the email to follow your delivery status or log into your account to check.

Standard delivery takes 2-4 working days. Next Day services deliver within 1 working day when ordered before 1pm (Monday-Friday). Weekend deliveries are available with select services.

To reduce courier costs and offer better prices, some items are shipped without their original outer packaging. These products are not expired (unless stated in the product description) and are 100% authentic.

Yes, all parcels are shipped in plain, unbranded packaging to ensure your privacy.

We can only change delivery addresses before your order is dispatched. Please contact us immediately if you need to update your address.

First, check your tracking information for updates. If your order hasn't arrived within 7 working days, please contact our customer service team.

Please check with your local Post Office, neighbors, family members, or safe places around your property. Sometimes couriers mark items as delivered before actual delivery. Wait 24 hours and if still missing after checking all these options, contact us to open a dispute on your behalf.

Orders may be returned if: the parcel was refused, our courier couldn't access the address after several attempts, the address was incomplete, the parcel was damaged, or the order wasn't collected from a pickup point within the timeframe. Contact us for the re-delivery (additional charges may apply).

Shipping insurance is an optional feature that protects against items lost during transit and provides priority support for courier claims/disputes. All insured items are sent using signature-required delivery services.

As shipping insurance is optional and can be enabled or disabled during checkout, once an item is dispatched with insurance, the insurance fee cannot be refunded.

Yes, we ship internationally with a £20 shipping charge per order. However, there are some countries we don't ship to, such as the USA and India.

Yes. As customs charges vary by country, please check with your local customs authority before placing an order.

We accept returns within 30 days of purchase. Items must be unused, in their original condition, and in the original packaging, along with your order number and the reason for the return. Check our return & refund page for more information.

Please contact us immediately. You may need to return the item for testing before we issue a replacement or refund.

We cover return costs for faulty or incorrect items. However, if you are returning an item due to a change of mind, you will be responsible for return shipping costs.

We aim to process returns and issue refunds within 10 working days of receiving your return. Refunds typically appear on your statements 1-5 days after processing.

Yes, you can exchange items within 30 days of purchase. Please contact our customer service team to arrange an exchange.

For health and hygiene reasons, we cannot accept returns for opened e-liquids, coils, disposable e-cigarettes, and refill pods unless they are faulty.

You can only cancel or change your order before it is dispatched. Please contact us immediately for any changes or cancellations.

Provide an answer to the question here, with as much detail as possible to help your customers.

If any items are missing from your delivery, please contact our customer service team immediately. Make sure you share packaging pictures in email.

Orders typically process within 24 hours on business days. If your order has not been dispatched after 48 hours, please reach out to us.

Email a photo of valid ID (passport or driving license) to Contact@vape360.co.uk along with your order number.

Yes, if we cannot verify your age, we will cancel your order and process a full refund.

Delivery personnel follow a Challenge 25 policy, which means you will need to show valid photo ID proving you are over 18 if you appear to be under 25.

Once successfully verified, you will not need to verify your age again for future orders using the same account details.

Simply provide your email address and create a password. You will automatically be enrolled in our rewards program.

On the login page, click "Forgot Password" and follow the instructions sent to your email.

Click the "Unsubscribe" link located in the footer of any email you have received from us.

Yes, you can log into your account and navigate to "Order History" to see details of all your previous purchases.

Your 10% discount code will be sent to your email within 10 minutes of signing up. If you do not receive it, please check your spam folder.

No, only one discount code can be used per order, including loyalty points redemptions.

Most discount codes cannot be applied to sale items unless specifically stated.

You are automatically enrolled when you create an account with Vape360.

You can earn points through purchases, referring friends, following us on social media, and receiving birthday rewards.

Log into your account and view the Smile.io widget named (VIP Rewards) on bottom right corner of your screen or the " Rewards" section.

In the "Rewards" section of your account, select the reward you want to redeem during checkout.

Points will expire 12 months after the date they were earned.

Share your unique referral link with friends. Both you and your friend will receive £5 when they make their first purchase of £25 or more.

No, you can use either points OR a discount code on a single order, but not both