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.

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    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.

    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 10am Saturday. If your order is received outside of these hours, we will dispatch it the next working day.

    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)

    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

    Free delivery is available to our customers on every order £20 and over. We also offer the following delivery options:

    Free Royal Mail Tracked 48 Delivery

    FREE for all customers on orders £20 and over. Otherwise just £2.75 on orders below £20.

    Royal Mail Next Day Tracked 24 Delivery

    £3.50 on any order

    DPD Next Day Tracked Delivery

    This service is priced based on your order value:

    Orders Under £50: £5.00
    Orders Over £50: £3.50

    Royal Mail Guaranteed Next Day Delivery (By 1pm)

    This service is priced based on your order value:

    Orders Under £50: £6.50
    Orders Over £50: £5.50

    All delivery options and further information can be found on our delivery page.

    We offer a FREE delivery option on all orders £20 and over. 

    Free Tracked 48 Delivery

    FREE for all customers on orders £20 and over, otherwise just £2.75 on orders below £20.

    Royal Mail Next Day Tracked 24 Delivery

    £3.50 on any order

    DPD Next Day Tracked Delivery

    This service is priced based on your order value:

    Orders Under £50: £5.00
    Orders Over £50: £3.50

    Royal Mail Guaranteed Next Day Delivery (By 1pm)

    This service is priced based on your order value:

    Orders Under £50: £6.50
    Orders Over £50: £5.50

    You can find out more about these services on our delivery page or in the above FAQ.

    Free Royal Mail Delivery:

    Orders must be received by 2pm Monday to Friday, or 10am Saturday in order to be dispatched the same day.

    DPD Next Working Day Service:

    You must place your order before 2pm Monday to Thursday if you would like next day delivery.

    Royal Mail Next Working Day Service:

    Royal Mail will attempt to deliver on Saturday and possibly Sunday's if you choose the Tracked 24 Next Day service and order before 2pm on a Friday.

    Although in 99% of cases orders via these services will be delivered the next working day, Royal Mail & DPD Next Day delivery are not guaranteed next day services. However, you will get peace of mind with full tracking and a delivery time slot for both services.

    Royal Mail Next Day Guaranteed (Special Delivery 1pm):

    You must place your order before 2pm Monday to Thursday if you would like next day delivery. Orders received after 2pm on Thursday and before 10am on Saturday will be delivered on the following Monday. 

    We aim to dispatch all orders the same day when received before 2pm Monday to Friday, and before 10am Saturday.

    We find our Free Delivery that most often, orders are received within 2-3 working days after dispatch however, the free delivery option is not a guaranteed service and may take a little longer to reach you. All services are fully trackable.

    Please see our Delivery Terms & Conditions for more information on our delivery policies.

    Our Next Day services apply to orders received before the above dispatch cut-off times. In exceptional cases it may not be possible for our couriers to deliver the next day, therefore these services are not guaranteed. You will receive full tracking and delivery time slots for orders sent via these services.

    If You Choose Free Delivery

    Although your order is likely to arrive within 2-3 days, please wait 10 working days after your order has been dispatched. You will receive a 'completed order' email with the tracking link when it has been sent.

    Please track your order if it has not arrived when expected. This should give your more information on where your order is and when it can be expected.

    If your order hasn't arrived after this time, please contact us and we will take further action for you. We regret that we will be unable to take any action before 10 working days have passed since posting.

    If You Choose Next Day Delivery

    Please note that you must order before 2pm Monday to Friday or 10am Saturday for it to be dispatched the same day.

    DPD do not deliver on weekends, therefore please consider this when choosing a delivery service. We will display an expected delivery date next to these services on the basket page before you check out. 

    You should receive a tracking number

    when you place your order. Once it has been dispatched, you'll be able to track your order and will receive a delivery time slot on the day of delivery. If you haven't received this and would like to track your order, please contact us. 

    In exceptional cases it may not be possible for our couriers to deliver the next day, therefore these services are not guaranteed. If your order hasn't arrived within 2 working days, or you see anything unusual on your tracking information, please contact us.

    If You Choose Next Day Delivery

    This is a fully guaranteed, premium service for delivery by 1pm the next working day. Please check the tracking to find out when your order should arrive. 

    If there are any issues or your order does not arrive the next working day, please contact us right away and we will contact Royal Mail on your behalf.

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

    OK Vape Subscription FAQ's

    Our subscriptions are currently unavailable.

    We are pleased to offer a vape supplies subscription service for our customers. This allows you to set up a weekly or monthly standing order of OK Cigalike Refills, OK 50/50 E Liquids or replacement coils.

    Once you've set up a subscription, we'll then bill and post your order to you at the frequency you choose, without you having to lift a finger!

    You can choose from:

    OK Cigalike Refill Subscriptions

    OK 50/50 E Liquid Subscriptions

    Replacement Vape Coil Subscriptions

    To set up a subscription, simply choose the product that you would like to receive, then choose any applicable product options.

    Under the 'Buy Now or Choose a Subscription Plan' section, select 'Subscribe', then choose how often you would like to receive your items. Once you've done this, click the 'Add Subscription to Basket' button and proceed with placing your order.

    Once you've entered your payment details and placed your order, we'll get your first subscription order out to you right away. We'll then process the same order for you at your chosen schedule and deliver your products direct to your door.

    Please make sure that you read and agree to our consent agreement and tick the check box at checkout before placing your subscription order.

    We will take payment at the amount and frequency specified, from the credit/debit card entered on your initial subscription order.

    You can view your next renewal date at any time from the Subscriptions tab in your account.

    Not at all. You can suspend or cancel your subscription at any time. Simply go to the Subscriptions tab in your account and click the corresponding buttons to suspend or cancel.

    If you decide to suspend your subscription, you can reactivate it from your account at any time.

    Absolutely, and you won't need to do a thing! You will continue to collect points for your subscription renewal orders and, once you reach 100 points, we'll automatically apply a 10% discount to your next renewal.

    You can find out more about our loyalty rewards here.

    Your subscription will start when you place your first order and will continue until you (or we) cancel it.

    If you want to renew your subscription earlier than your next renewal date, click the 'Renew Now' button in the subscriptions area of your account.

    When you click this button a popup window will open with a 'Pay Now' button. Click this to process your order. This window will also detail your updated next renewal date.

    Yes, if you find that your next subscription renewal is due but you don't yet need it, you can simply click the 'Suspend' button within the subscription management area of your account. Your subscription can then be reactivated whenever you're ready.

    If a renewal payment declines but you have available funds in your bank account, it might be that there has been a temporary issue. We will attempt to take payment again 4 hours later. If we still weren't able to process the payment we will try one more time 24 hours later. If this also fails, your subscription will go to 'On Hold' status.

    You can manually pay for your subscription renewal by going to your account, clicking on the 'Subscriptions' tab, scrolling down to the 'Related Orders' section and clicking on the 'Pay' button next to the failed order. You'll then be prompted to go through the checkout, much like placing a regular order.

    If the payment has failed because the card you used to set up your subscription has expired/been cancelled, please see 'What happens if my credit/debit card expires' below.

    Unfortunately we're not currently able to support changing payment details for an active subscription. You will need to cancel your current subscription and start a new one if your payment details have changed.

    If you need any help with this, please don't hesitate to contact us.

    Please make sure that you update your address before your next renewal order has gone through. Simply go to the 'Addresses' tab in your account to change your delivery address and this will automatically update the address for your next subscription renewal.

    You can cancel your subscription at any time by going to your account, clicking on the Subscriptions tab and clicking the cancel button underneath your subscription details.

    Returns & Complaints

    If an item you have received is faulty, please contact us and we will attempt to help resolve any issues, or 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 most 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, unless they are in an unopened, unused condition and all packaging is in tact.

    You can find out more about our returns policy here.

    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 Checkout.com - the UK's highest valued financial technology company. When you make a payment via our website, you are entering your details on Checkout.com'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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