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Our Service – F.A.Q’s

Have a Question About Our Service or Website?

Our Information Hub should answer any questions you have about the products we sell and how to use them, however if you have any general questions about us or our website you should be able to find answers below. If you have any questions that are not covered here, please do not hesitate to contact us.

Important Battery Safety Information

Please adhere to the following battery safety information for e cigarette and vape batteries. You can also find further information on looking after and safely using your e cig and vape batteries in our Information Hub.

You should only charge your e cigarette or vape batteries with a USB port or mains adapter that has an output current at or below 1 Amp and 5v. Please do not use a mobile phone or 2.1 Amp USB charger.If you are in any doubt about the specification of a USB charging adaptor, please contact the manufacturer to confirm.

Please follow the guidelines below:

  • Do not leave the battery charging unattended or overnight.
  • When the battery is fully charged you must always take it off charge.
  • The LED on the end of your battery will go off when it is fully charged.
  • Please do not charge batteries for longer than specified in the relevant product manual.
  • Do not place a battery next to mobile phones, e-readers or magnetised objects.
  • Do not attempt to charge a battery that has been dropped or damaged.
  • Do not attempt to charge with a modified charger or modify the battery.
  • Do not disassemble the battery.
  • Do not attempt to charge with a damaged charger or adaptor.
  • Do not dispose of a battery in fire or water.
  • Only use the battery to USB adaptor supplied with the product. Do not use another manufacturer’s products.
  • Do not leave batteries in direct sunlight or in places where temperature can rise suddenly.
  • Do not expose your battery to very high or low temperatures.
  • Do not charge your device in your car in very hot/ humid weather.
  • Always recharge the battery if full discharged.
  • Always charge on a hard surface.
  • If your battery is exposed to water do not continue to use it.
  • Please store in a dry place.
  • Please clean terminals and battery contacts with tissue or alcohol wipes once a week.
  • Exercise caution whilst charging abroad, as mains voltages vary. Some countries may also experience sudden power surges.
  • Do not carry batteries in a pocket or bag where they are in direct contact with metal such as coins or keys.If you are in any doubt, please contact us for additional advice

Customer Accounts

How Do I Create an OK Vape Account?

You can create a customer account in order to save your details for faster checkout next time. Visit the My Account page to set one up. When you sign up for an account, you will be eligible for our Loyalty Rewards Scheme, giving you discounts on future orders.

Will My Details be Kept Safe?

All your details will be saved securely and we will never pass your details on to any other party. Please read our Privacy Policy before placing an order or setting up an account with us.

How Do I Use Your Loyalty System?

By creating an account on our Website, you’ll automatically be enrolled in the OK Loyalty Scheme. Collect one point per pound you spend and when you reach 100 points, you can exchange them for a 10% discount code to use on your next order!

I’ve forgotten my password – what do I do?

Please click the ‘forgotten password’ link on the account login page. This will send you an email with instructions to reset your password. If you don’t receive the email or have any problems resetting your password, please get in touch.

Terms: Only one code can be applied per order. Points will not be accrued for orders placed when a loyalty discount has been applied.

I’ve entered the wrong password too many times & been locked out of my account – what shall I do?

If you enter your account password incorrectly more than 3 times, you will see an ‘account locked’ message. This in there for your security to prevent bots or other people trying to get into your account. If this happens to you. please wait for 15 minutes, after which your account will then be unlocked and you will be able to log in again.

If you’re having problems resetting your password, please contact us.

Placing An Order

How do I Place an Order?

You can order directly through the website or give us a call to place an order if you prefer to speak to someone. Please note that our lines are open between 8:30am and 5pm Monday to Friday.

What Payment Methods do You Accept?

We accept payment via the following:

  • Credit card (online & phone orders)
  • Debit card (online & phone orders)
  • PayPal (online only)

We regret that we are currently unable to support American Express payments.

To Order Online

  • Go to our online shop or choose a category from the main menu at the top of the website
  • Select your items and click ‘Add to Cart’
  • Click on the Cart icon on the top right of the website
  • If you’re happy with the items in your cart, click on the Checkout button
  • Follow the directions to make payment and place your order
  • If you’d like to order over the phone please call us on 0333 41 41 455

Why Do I Need to Verify My Age?

UK law states that e-cigarette and vaping products must not be sold to anyone under the age of 18. We are committed to complying with the law in ensuring that anyone who purchases our products is over the age of 18.

How Does it Work?

We use a system called AgeChecked that offers online age verification across a wide range of websites.

When you place your first order with us, your name, billing address and date of birth will be sent through the AgeChecked system. This system uses electoral roll records to check if the name you have provided exists with the provided address and date of birth. If you are on the electoral roll and have provided the correct information, you will be verified and can continue with placing your order. You will receive an email from AgeChecked with details of the verification and the option to create an account for instant verification on other sites that use the system. AgeChecked do not save any of your details and all data that passes through their system is anonymised.

If you are not on the electoral register or you have not provided your officially registered address or date of birth, you will see a popup on screen that will give you the option to enter your passport number, driving licence number or mobile phone number to verify your identity. Again, these details will not be saved anywhere. The easiest way is to verify by phone number, however please note this will only work if you have a phone contract registered in your name.

If you are having any problems with verifying your age, please do not hesitate to contact us.

Can I Order Over the Phone?

We’ve worked hard to make the online ordering process fast and straight-forward however if for any reason you are unable to order online, please call us between 8:30am & 5pm Monday-Friday and we can take an order over the phone for you.

Delivery Information

How much does delivery cost?

We dispatch all UK orders completely FREE! This is via Royal Mail 1st Class Post.

Please note that this is not a guaranteed next day service.

If you would like guaranteed next day delivery, we offer this service between midnight on Sundays until 2pm on Thursdays at a cost of £7.15. Please note that you must place your order before our cutoff of 2pm if you would like next day delivery, otherwise it wont be dispatched until the following day. Please select the option at checkout if you would like next day delivery.

How Long Will My Order Take to Arrive?

We aim to dispatch all orders the same day when received before 2pm Monday to Friday. We find that most often, orders are received the next working day after dispatch however, as stated above, the free delivery option is not a guaranteed service and can take up to 3 days. If you need fast delivery, please select the next day delivery option at checkout.

Please visit the Shipping Information page for more information.

What if My Order Hasn’t Arrived?

Free 1st Class Delivery

Please wait 5 working days after your order has been dispatched (you will receive a ‘completed order’ email when it has been sent). If it still hasn’t arrived, please contact us and we will do what we can to resolve this for you. We will be unable to take any action prior to the above timescale as 1st class post is not a guaranteed next day service and can take up to 5 days to arrive.

Next Day Delivery

If you have paid for next day delivery, please note that you MUST order before 2pm for it to be dispatched the same day, as stated on our checkout page. Unfortunately Next Day delivery is not available for orders placed on a Friday or Saturday. If your order hasn’t arrived and you have paid for the Next Day service, please contact us and we will be able to track your delivery for you.

Please note: You must contact us within 2 weeks if an order hasn’t turned up. We regret that we are unable to take any action after this time.

Do You Ship to Customers Outside the UK?

Unfortunately we do not currently sell or send our products outside of the UK.

Data Protection & Security

How Will You Protect My Data?

We are dedicated to ensuring our customers details are kept safe and secure and will never share your details with another third party, except by your express permission as stated in our privacy policy. You must tick to confirm you have read our policy and terms and conditions in order to create an account or place an order with us.

Please ensure that you read our Privacy Policy and Terms & Conditions  before setting up an account and/or placing an order.

Is it Safe to Save My Card Details?

Provided you are logged into your account, you can save your card details for faster checkout in future. We do not have access to or hold these details. They are saved via Sage Pay’s highly secure token system. You can find out more about Sage Pay here.

Please be careful online and always ensure you are on the genuine OK Vape website by checking that the URL always starts with and that a padlock icon shows in the address bar on any pages where you may need to enter any personal details.

Will You Send Me Promotional Emails?

We will only ever send you promotional emails if you have agreed to receive them by ticking a box on checkout or account signup, or filling out the signup boxes found in various locations on our website.

If you subscribe, we may send you emails after purchase that we think may be helpful or interesting to you. We may also send occasional emails regarding our latest product launches or promotions. You can unsubscribe from these at any time using the link at the bottom of one of our emails or by contacting us and requesting to be removed from our email lists.

Returns & Complaints

What Do I Do if I Have a Problem With An Item?

If you experience any issues with an item, please contact us and we will aim to get back to you within 48 working hours (our opening times are Mon-Fri, 8:30am-5pm).

Can I Return Items?

If an item you have received is faulty then we will request for the item to be returned and it will be replaced, provided the issue is not due to user error. As e cigarette products are classed as consumable items we regret that we are unable to refund or replace items that are not faulty.

How Can I Make a Complaint?

If you have a complaint about our products or service, please do contact us and we will endeavour to resolve any issues for you.

Product Guarantees

What Product Guarantees Do You Offer?

Please see our Terms & Conditions of Sale for information on product guarantees..