Frequently Asked Questions
What’s your question about?
Ordering
I am having problems with age verification.
Common reasons for failing age verification include:
- Not using your full legal name
- Not using your home address as the billing address
If age verification still doesn't work, please contact us.
Can I place an order if I am under 18?
E-Cigarette Direct does not sell to under-18 year olds and all online sales are age verified.
Do you run discounts or special offers?
Yes, from time to time we offer discounts and special deals on selected products. Sign up to our newsletter to hear about the latest offers and new products.
You can also check our Vape Sale category for discounted and end-of-line devices and e-liquids and our price drops category for special prices on new and trending products.
How does a promotional code work?
If you have received a promotional code for use on the site, you can use it in your checkout. Look for the field which says Discount code of gift card and enter your discount. 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.
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 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 support@ecigarettedirect.co.uk, via live chat or call us 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.
Vape Tax
When does the vape tax come into force?
On October 1st, 2026.
Will all vape products increase in price immediately?
No. Retailers can sell stock made before 1st October without vape duty until 31st March 2027.
Should I stock up immediately?
If you wish to stock up, we recommend doing so gradually, adding extra bottles/pods to each order. We have enough stock for several months, so there is no need to panic buy.
Will multi-buy deals still be available after 31st March 2027?
At this stage, we can’t confirm whether multi-buy deals will be allowed.
Where can I find out more about the vape tax?
See our Vape Tax Survival Guide. We’ll also send updates by email, so make sure you are signed up to our newsletter (see bottom of this page for the form.)
Product questions
Why is my coil burning?
The most important thing to do is to prime your coil or pod 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 support@ecigarettedirect.co.uk.
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 currently 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 vapes cheaper than smoking?
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.)