FAQs

 FAQS

COVID 19 Update – Please note that some deliveries are taking slightly longer due to the impact of the current Covid 19 situation. Rest assured that we and our delivery partners are working to get your delivery to you on time, but available resources are being strained by the impact of this virus.

What delivery options does one offer and may I track my order?
We offer 3 main delivery options which include some options to trace your order’s progress.
To see all the delivery options we’ve please visit our poste restante Information page.
Can I upgrade my shipping?
Unfortunately, we are unable to vary the shipping on an order once it’s been placed. we will cancel and refund the order, but you’ll got to re-place the order with the updated shipping. If you would like to try to to this, please email our customer service team on [email protected] and allow us to know.
Where Is My Order?
If you’ve got successfully completed your order you’ll see an ‘Order Confirmed’ message appear on your screen together with your order reference number. You’ll also receive an order confirmation email and therefore the order also will appear in your account area. When your order is shipped, you’ll receive a shipping email and therefore the status of your order in your account area is going to be updated.
If you’ve got recently placed an order with us and have chosen Standard or Recorded/Tracked Delivery, please allow up to five working days before contacting us. this is often to make sure that our delivery service have a sufficient amount of your time to deliver your parcel. When your order is shipped, you’ll also receive a tracking order number.
Orders shipped by Royal Mail are often tracked here – www.royalmail.com/track&trace
If you think you placed an order but it isn’t appearing in your account please contact a member of the customer services team at [email protected] [email protected] who are going to be happy to assist.
I have a faulty coil, can you help?
Coils (also mentioned as atomisers or heads) have a limited lifespan and are listed as accessories or consumables by vape hardware suppliers. Coils operate at different temperatures and are optimised to work with specific voltage/resistance levels to deliver the only experience supported the type of e-liquid you’re using (this affects both open and closed pod systems). Manufacturers will sometimes offer a spread of varied coils for one device (e.g. ceramic or steel) to accommodate different e-liquids.To avoid burning out your coil, please make sure that you’ve got the right coil for your device and e-liquid before installing your coil and vaping.
We are only ready to accept returns of faulty coils/atomisers/heads that are effectively ‘dead on arrival’. Returns only and you want to inform us within 48 hours of receipt (please ask our Returns Policy).
Once we’ve received your returned coil/atomiser, it’ll be carefully inspected. Subject to the results of our inspection, your coil is going to be replaced if it’s found to be faulty or defective.
We advise that the majority coils and wicks enjoy being given a brief time to become saturated by your e-liquid before you start to vape.
Why do I see changes within the colour of e-liquids that are an equivalent flavour and nicotine strength? Will this affect the standard or flavour of my e-liquid?
The ingredients utilized in vape e-liquids are sourced in batches, and it’s possible for various batches to vary slightly in colour. this could haven’t any impact upon the standard or flavour of your e-liquid.
It is possible for variations in nicotine strengths can influence the color of an e-liquid, but again this could not impact the standard or impair the flavour of the merchandise .
Help, I seem to be missing an item from my delivery. What should I do?
First, check your delivery packaging thoroughly; we’ve had genuine cases where lost items are discovered, well wrapped within the delivery packaging.
If you think that there’s a product missing from your order, please inform Vape Clerance via email or phone our Customer Service Team within 48 hours. Please note that unfortunately, we cannot accept any claims raised on missing items made after 48 hours.
Can I make changes to an order?
Unfortunately, we cannot accept any changes to your order once it’s been placed. Please contact our customer service team at [email protected] if you would like assistance together with your order.
What should I do if I order the incorrect product?
If you’ve got ordered an item in error, please make sure that you are doing not open or use the merchandise if you would like to return it to vape clearance’s Return’s Department.
The goods must be returned to vape clearance’s Returns Department at your expense within 14 days of the acquisition date. Please include a note within your packaging that lists your original order number and any reference number provided by the Vape clearance’s Returns Department.
vape clearance will refund you the complete cost of your goods excluding delivery costs. You’ll not be charged a restocking.
Returned products must be sent back to us during a fitness, they need to be unused and sealed in their original packaging. Items like e-cigarettes (including disposable e-cigarettes) can’t be returned once opened thanks to hygiene considerations unless they’re proven to be faulty.
To ensure that your goods are received in fitness by our Returns Department, we strongly advise that you simply return goods via recorded delivery and use suitable packaging as Vape Clearance won’t accept responsibility for lost or damaged goods (in transit).
My order has been damaged in transit and that i have received a dented product and/or smashed/leaking bottle, what am i able to do?
Upon receipt of your order, if you think that you simply products are damaged or are defective, you want to inform Vape Clearance’s Customer Services team via email or call within 48 hours. As stated above, claims made after this point period won’t be accepted.
Please don’t eliminate any damaged or defective goods before reporting the difficulty to our Customer Service team, we’d ask you to record batch numbers, or take some photos of the products and packaging that we will share with our delivery partners.

I have received a wrong item, what should I do next?
If you receive an item (or items) not included in your original order, please don’t open these things then inform our Customer Services team via email or phone within 48 hours of receipt.
Claims made after this point period won’t be accepted. We may ask you to require photos of any unexpected items and record any visible batch numbers for any unexpected/incorrect items received.

My vape device/product has become faulty, who should I speak to?
If you discover that product(s) purchased from Vape Clearance become faulty within a 6-month period of receipt (excluding e-liquids and consumables), please inform our Customer Services team via email or call.
Our Customer Services team may ask further inquiries to reduce the necessity for unnecessary returns and assist you get the simplest from your products.
A pre-paid returns label are going to be emailed to you to print and fasten to the packaged goods; if available, please return any boxes and accessories that shipped with the merchandise . Upon receipt, we’ll test and inspect the merchandise.
If the item is decided to be defective, we’ll provide you with a refund or replacement.
Within the primary 30 days of purchase, if the merchandise is not any longer available we’ll issue a full refund.
After the primary 30 days and up to six months, if the faulty item can’t be repaired then we will offer a full refund.
If the products are deemed to not be defective or the damage is caused by misuse, accidental damage or wear and tear, the products are going to be returned to yourself (return postage costs could also be applied)