E-Cig FAQ - General Questions

Frequently Asked Questions

What’s your question about?

• Ordering
• Delivery
• Product
• Vaping

Ordering

I am having problems with age verification.

Common reasons for failing age verification include:

• Missing middle name
• Not using your home address as the billing address

To ensure you pass age verification, please ensure you use your full name and your home address, not your business address.

Can I place an order if I am under 18?

E-Cigarette Direct does not sell to under-18 year olds. All of our shops run a Challenge-25 process and online sales are age verified.

Do you run discounts or special offers?

From time to time we will run special offers and discounts on a selection of our products. It’s well worth signing up to our newsletter to find out about these, as well as new products. You can also view discounted and end-of-line devices and e-liquid in our vape sale category.

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.

Do you have a loyalty scheme?

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

Can I buy your vapes offline?

You can buy vapes in all E-Cigarette Direct shops, at approved resellers and over the phone. You can see all our stores here.

Delivery

When will my package be dispatched?

We aim to send out all orders placed before 5pm Monday-Friday on the same day. Orders placed on Saturday before 12pm will also be sent out the same day. Orders placed after these times will typically be dispatched on the next working day.

Where is my order?

After your order has been dispatched, Royal Mail will send you a tracking number. You can use this number to track your order on the Royal Mail website. You can also see service updates from Royal Mail here. If you have any problems, please do contact us so we can assist you.

How can I cancel or amend my order?

As we work very hard to dispatch your order 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], via chat or on 01792 852843.

What are the delivery options?

We offer FREE Royal Mail Tracked 48 for all orders over £15.00 and Royal Mail Tracked 24 on orders over £20.00. See our delivery policy for current prices.

Which countries do you deliver to?

For a full list of the locations that we ship to, please take a look at our shipping and deliveries page.

Product questions

Why is my coil burning?

The most important thing to do is to prime your coil before using it. You can also find a guide here to lengthening the life of your coil.

Why is my vape leaking?

See our full guide to preventing leaking tanks.

I’m having problems charging my device.

• Ensure the device is turned on. For most devices, this involves pressing the fire button 3 or 5 times.
• Ensure the device is not locked.
• Try using the device with an alternative USB cable.

If the above steps don’t work, contact us for assistance. It can also really help us to diagnose the issue if you can take a video and send it to us at [email protected].

What nicotine strength e-liquid should I choose?

If you are a moderate to heavy smoker, and are using a starter kit, we recommend you start with 1.8% e-liquid. If you are a light smoker and using a starter kit, we advise using a lower strength such as 1.2%. However, with more advanced devices, you can usually reduce the amount of nicotine. See our full guide to Nicotine and E-Liquid strength for more information.

Is Halo E-Liquid suitable for vegetarians?

Yes.

Why does 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.

E-liquid colour can also be affected by light and temperature. To prevent e-liquid changing colour, we recommend storing it in a cool, dark place.

What should I purchase for my 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. Here’s a guide to the best starter kits.

What other kits and devices do you recommend?

For recommended devices in each category, see the following posts on our blog:

Best Vape Kits 
Best Pod Mods 
Best Mod Devices 
Best Vape Pens 
Best Vape Tanks

General Questions about Vaping

Who can order vaping products?

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

Where can I vape?

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. Vaping is not allowed on planes or public transport.

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 etc. 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 - as featured in the Daily Mail.)