Our Service – F.A.Q’s

Have a Question About Our Service or Website?

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.

Looking for vaping guides or answers to vaping related questions? Our Information Hub should answer any questions you have about the products we sell and how to use them.

Customer Accounts

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.

All your details will be saved securely and we will never sell or pass your details on to any other party. We may however use  third party software to manage or process your information to carry out customer service, marketing or business analysis. In this case, all software is heavily vetted to ensure the security of your data.

You can find out more about how we use and keep your data secure in our Privacy Policy.

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.

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 any problems resetting your password, please contact us.

 

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!

Click here to find out more about our loyalty rewards scheme.

Placing An Order

  • Go to our online shop or choose a category from the main menu
  • Select your items and click 'Add to Basket'
  • Click on the Basket icon on the top right of the website
  • If you're happy with the items in your basket, click on the Checkout button
  • Fill in all the requested details, ensuring that the billing address matches the one to which your payment card is registered
  • Click the proceed to payment button, enter your card details and click Pay Now.
  • When we receive your order, we will dispatch it the same day if received before 2pm Monday to Friday, or the next working day if received outside of these hours.

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.

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.

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 Our Age Verification System Works

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 checked against various sources of data such as electoral roll records and mobile contract or utility accounts to verify the information you have entered matches these records.

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.

Delivery Information

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. You can choose this option at the checkout.

Please note that you must place your order before our cut-off of 2pm if you would like next day delivery, otherwise it wont be dispatched until the following day.

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 Delivery Information page for more information.

If You Choose 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 your order hasn't arrived after this time, please contact us and we will take further action 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.

If You Choose 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. Next Day delivery is not currently available for orders placed on a Friday, Saturday or Sunday.

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.

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

Returns & Complaints

If an item you have received is faulty, please contact us and we will organise for the item to be returned to us for testing and, where necessary, replacement, provided the issue is not due to user error.

As e-cigarette and vaping products are classed as consumable items, we regret that we are unable to refund or replace items that are not deemed to be faulty.

If you experience any issues with an item, please contact us and we will get back to you as quickly as possible.

We are committed to ensuring that our customers are completely satisfied so if an item you have received is faulty then we will do whatever we can to resolve this for you.

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

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

Data Protection & Security

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.

We do not store your card details and all payments are processed by SagePay - one of the UK's largest and best online payment providers. When you make a payment via our website, you are entering your details on SagePay's secure servers which are protected to the highest possible levels.

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

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