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E-Cig FAQ – General Questions

You must be over 18 to purchase products from ECigaretteDirect

Frequently Asked Questions

What do electronic cigarettes taste of?

It depends which flavour you choose. Both cartridges and e-liquids come in different flavours. Many people like to start off on one of the range of tobacco flavours available, but find they quickly graduate to other flavours.

Can I use the electronic cigarette to quit smoking?

The electronic cigarette is not sold or approved as a smoking cessation device. However with the right strength of nicotine and some willpower, many users are able to switch from traditional cigarettes to vaping completely.

Do electronic cigarettes smell? What do they smell of?

With electronic cigarettes, you get all the sensation of smoking with none of the odours of tobacco. You may notice that there is a faint smell of the flavour that you’ve chosen, but this is barely noticeable and dissipates very quickly.

Where can I use electronic cigarettes?

Electronic cigarette use is not restricted by the Smokefree act, so you can technically use them anywhere. However, some places have chosen to ban usage. You should always ask the venue manager when using your electronic cigarette for the first time in a new location.

Are e-cigarettes cheaper than tobacco?

Yes! Exact savings are hard to calculate, as everyone uses e-cigs in different ways, and exact usage depends on how long you puff, how frequently you puff e.t.c. However, we estimate that the average 20 a day smoker will save well over £1800 a year. (One of our customers even bought a house with her savings – see here for the full story as featured in the Daily Mail.)

Who can order vaping products?

People over the age of 18 can purchase vapes, and all other electronic cigarette products on our website. Due to restrictions on cross border sales of vapes, we can not sell to other countries in the EU. Please note that e-cigarettes are designed as an alternative to smoking, and we do not recommend them for non-smokers.

Can I buy your vapes offline?

You can buy vapes in all E-Cigarette Direct shops and approved resellers. You can see all our stores here.

What should I purchase for my very first order?

If you want a device similar to a cigarette, we recommend that you start off with a simple device such as a pod system, a starter kit or a cigalike.

How does a promotional code work?

If you have received a promotional code for use on the site, you can use it in your basket. Simply click on Got a Voucher, and enter your discount code. Once entered, you will see your discount applied to your order.

When will my package be dispatched? (or How soon will my order arrive?)

We aim to send out all orders placed before 5pm Monday-Friday. 95% of these arrive the next day. You can choose from Royal Mail first class (free for orders over £15.00) or Royal Mail 24 Tracked (Next Working Day delivery: £3.99).

How do I track my order?

If you have selected Royal Mail 24 Tracked for your delivery you will receive a text message or email with the date and time the courier service will attempt delivery of your order. If you have selected Royal Mail this will be sent via recorded delivery if over £39.99, or if a kit has been purchased. If you would like us to track these details for you, please contact us on 01792 852843 or email [email protected] where we can provide you with a tracking number. Any orders that are under £39.99 will be sent First Class Royal Mail.

How can I cancel or amend my order?

As we work very hard to dispatch orders as quickly as possible, it is vital you contact us immediately so we can stop your order from being processed. Please email us at [email protected] or call us on 01792 852843.

What do I do if I need to return an item?

If you need to return an item for whatever reason, please email us on [email protected]

How do I create an account?

You can create a new account on E-Cigarette Direct here.

What are the benefits of having an account?

Having an account means you can save your name and address for quick reordering, and view all previous orders. If you sign up for our newsletter, we will also let you know when we have special offers available.

How do I manage my account?

Simply log in. You can find the log in at the top of the website, on the black bar. Once you have logged in, click on the drop box and select My Account to see all the options.

How do I change my account password?

To change your password, click on the login button at the top of the page to start your password recovery. Below username and password fields, click on “forgotten password”. We will email a password reset link to your email address if there is an account associated with it. If you need any help, just contact us on [email protected]!

What should I do if I forget my password / log in details?

Below username and password fields, click on “forgotten password”. We will email a password reset link to your email address if there is an account associated with it. If you are still having problems, you can email [email protected], along with your full name and the email address that you’re registered with and we will try to help. Alternatively, you can call 01792 852843 to speak to a friendly customer service advisor.

Why are there so many different e-cigs available?

Unlike traditional cigarettes where you can only choose from roll up tobacco or pre made cartons, there are a number of different types of electronic cigarettes to satisfy people’s requirements. These have been developed in response to the demand for intermediate and advanced vapers for more advanced products. If you are new to vaping, we suggest you start with a simple-to-use starter kit.

What are the delivery options?

We offer FREE UK delivery for all order over £15.00. These orders will be sent via Royal Mail, and most orders arrive next day if ordered before 5pm. Here are the delivery costs for orders under £15.00.

  • Royal Mail first Class UK Mainland – £2.99
  • Royal Mail 24 Tracked £3.99 – £3.99
  • International £10.99

The item I am looking for is out of stock, when will you have it in?

Please email [email protected] for the latest update!

What is the best starter kit?

Choosing the right starter kits depends on your needs. For assistance with choosing, check out this guide to the vape starter kits.

What are your delivery cut-off times?

We aim to dispatch all orders placed before 5pm on the same day the order was received. Any order placed after this time may be sent out the next working day. Please note that orders placed on a Friday afternoon (after 5pm) may not be dispatched until Monday morning.

Do you run discounts or special offers?

From time to time we will run special offers and discounts on a selection of our products. You will be able to view these on the homepage or in the special offers section.

Do you have a loyalty scheme?

Unfortunately, current regulations do not allow us to run a loyalty scheme for vape products online. However, you can enjoy our in-store loyalty scheme when shopping at any E-Cigarette Direct store.

Which payment types do you accept?

We accept payment by credit card and PayPal. For credit card payments, we accept the following cards;

  • Visa
  • Mastercard
  • Maestro
  • Cirrus

When you complete an order with your credit card, your card issuer may ask you to perform additional security steps to authorise the transaction, such as 3d secure, Mastercard Securecode, or Verified by Visa.

What name will appear on my bank statement?

Credit card payments will appear on your statement as “www.ecigarettedirect.co.uk”

When will I receive my order?

We aim to dispatch all orders placed before 5pm on the same day. Orders placed after 5pm may not be dispatched out until the next working day. Over 95% of orders arrive the next day.

Which countries do you deliver to?

We ship to the UK, Australia and New Zealand. EU regulations mean we can no longer shop to non-UK EU countries. For a full list of the locations that we ship to, please take a look at our shipping and deliveries page.

What nicotine strength should I choose?

If you are a moderate to heavy smoker, we recommend you start with 1.8% eliquid. However, with more advanced devices, you can usually reduce the amount of nicotine.

Is Halo E-Liquid suitable for vegetarians?

Yes.

Why does the e-liquid change colour over time?

Once it’s made, the ingredients in e-liquid continue to break down and mix, which develops the flavour. As this happens, e-liquid tends to turn a darker shade. It can take months for flavours to finish breaking down to reach their best flavour. Our e-liquid is ready to go right out of the bottle, but additional steeping time might help bring out the flavour.

What is sub-ohming?

Coils (the part of the e-cig that heats up the e-liquid) have resistance measured in ohms. Generally, the lower the resistance, the more power is needed, and the more vapour is produced. When you use a coil with a resistance of less than one ohm, you are sub-ohming. For more information, see our Beginner’s Guide to Sub-Ohming.

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You Must Be Over 18 to Buy From E-cigarette Direct

Why do I have to prove my age?

To our website you look under 18.

So, as a responsible retailer, we need to check your age.

You'll only need to do this once and it takes less than a minute.

Our age verification system is quick and easy to complete. Simply enter your date of birth, and our system will use the information from your order to do the rest.

On rare occasions, you might find that you don’t succeed on first try. Don’t worry - our super-friendly customer service team is on hand to ensure that, as long as you are 18 or over, you can still get your vaping supplies!

Once you have confirmed your age we won’t usually need to check again. (Exceptions can occur, for example if you change your name).

(You can help us check your age by ensuring your name and address are spelt absolutely correctly in the order form :) )

How your data is used

We use as little data as possible. The only data that ECigaretteDirect keep is information needed to send your order, and your date of birth (so we only have to check once!)

Your age is checked using Experian, which will check the information you provide against information in existing records to confirm you are over 18. No credit check is performed but a record of the search will be visible to you on your credit report. This will not affect your ability to get credit.

Why do we check age?

As you may know, there has been some concern that under-18’s may try vaping.

This is against both our company policy and the law.

And as responsible retailers, we need to do everything we can to ensure that every customer is of legal age.

For more information, see our Terms and Conditions.

How Secure is e-Cigarette Direct?

Your privacy is important to us, and your personal information should remain just that - personal.

See the little green lock in the search bar? That’s our security certificate (SSL or secure socket layer to be precise). It encrypts all the information you enter so that no-one else can see it.

Information you provide for age verification is sent securely to Experian and no details of the checks are stored in our system. Ever.

If you have any concerns, please call our friendly customer services team on 01792 852843 (Mon - Fri, 9am - 5pm).

For the techies: Our SSL certificate uses an sha256 hashing algorithm.

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