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.

    OK Vape Loyalty & Referral Rewards

    For anyone who holds a customer account with us, we'll automatically enrol you into our loyalty scheme. This means every time you place an order via your account, you'll earn 1 point per £ you spend.

    Once you reach 100 points, you can then exchange these for 10% off your next order!

    You can check your points balance at any time by logging into your account, then clicking on the 'My Reward Points' tab.

    Here you will also find a history of your loyalty points activity.

    Once you have 100 points, make sure you are logged into your account then add the products you wish to buy to your basket.

    Once you're done, proceed to the basket or checkout page. Here, you will see a message similar the the example below at the top of the screen.

    How to apply loyalty discount illustration

    Simply click or tap 'Apply Discount' and we'll remove 100 points from your account and add a 10% discount to your order.

     

    You can only use one 10% discount per order, so you can save the rest of your points to get a discount on the next order after that.

    Loyalty points are valid for 1 year after the date you earn them. After this time they will expire and be removed from your account, so make sure you use them regularly.

    When you refer a friend to OK Vape using your unique referral link or code, not only will your friend get 20% off their first order, you'll also get a 20% discount code too!

    To refer a friend, click on the referrals tab in your account. You can then send a referral link directly by email to your friend, or copy your referral link or code and send it via direct message, text or email.

    Once your friend places their first order, we'll email your 20% referral discount code. 

    There's no limit to how many people you can refer, however referral discounts will only work for new customers to OK Vape. 

    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

    We offer free delivery on all orders via:

    Royal Mail 24: Orders under £70
    Royal Mail 1st Class Signed-For: Orders between £70 & £119
    Royal Mail Tracked 24 or DPD Next Day: Orders £120+

    We also offer Next Day services via either Royal Mail or DPD for a small fee. 

     

    We offer a FREE delivery option on all orders. This is via the Royal Mail 24, 1st Class Signed for or Tracked24 service, depending on your order value. You can find out more about these services on our delivery page or in the above FAQ.

    Same-Day Dispatch Cut-Offs

    Free Royal Mail Delivery:

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

    Next Working Day Services:

    You must place your order before 2pm Monday to Thursday if you would like next day delivery. Royal Mail will also attempt to deliver on Saturday 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.

    Free Royal Mail Delivery:

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

    Next Working Day Services:

    You must place your order before 2pm Monday to Thursday if you would like next day delivery. Royal Mail will also attempt to deliver on Saturday 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.

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

    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 may take a little longer to reach you. 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.

    Please visit the Delivery Information page for more information.

    If You Choose Free Delivery

    Although your order is likely to arrive within 1-3 days, please wait 10 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 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.

    Royal Mail do not deliver on Sundays and 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.

    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 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 Opayo - 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 Opayo'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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