Help Centre

We accept all major MasterCard and VISA debit and credit cards via our payment processor Viva Wallet.

If your discount code isn’t working, double-check that you haven’t already secured a great deal with one of our bundle or multi-buy discounts, as our codes cannot be used in conjunction with other offers. If your code still does not work, please get in touch with us and we’ll do our best to assist.

If you get in touch with us as soon as possible, we may be able to amend or cancel your order before it is shipped. Please note that this is not guaranteed as it may have already left our warehouse.

14 days after we ship your order, you’ll receive an email from us asking for your feedback. Simply follow the instructions in the email, and you’ll receive 10% off your next order! Your feedback helps us grow and provide the best possible service to our customers, so we’d be grateful if you left a quick review with what you think of your products.

We provide various options for shipping across the UK to suit your preferences including Royal Mail, Next Working Day DPD Delivery and even Saturday/Sunday DPD Delivery.

We offer​ Next Working Day DPD Delivery FREE​ on any order over £19.99 and  Sat/Sun DPD Delivery FREE on any order over £39.99! 

All orders placed before 5:00pm every day including weekends are shipped out the same day from the VapeHQ warehouse, with any orders placed after 5:00pm shipped the following day, excluding Bank Holidays.Please note: We do not offer delivery on Bank Holidays. 

To get weekend deliveries, a Saturday or Sunday delivery option will need to be selected. To get a delivery on a Monday, choose a Next Working Day delivery option.

Weekend delivery options will be shown from Thursday at 1700, they are not available throughout week when a Next Working Day service can be used.

Weekend and Next Working Day deliveries are a DPD service only, Royal Mail will not be dispatched at weekends.

Deliveries to Northern Ireland & Guernsey are a 2-day service, rather than a next day service.

We notify our customers of order dispatch via email. If you have not received an order dispatch email within 1-2 working days, please double check the spam folder of your email inbox before contacting us.

Your parcel will be delivered in a discreet, plain white padded envelope.

If your delivery hasn’t arrived within our stated guidelines for each delivery option, please get in touch with the friendly VHQ team.

If you think that your product is faulty, the first thing to do is read through our comprehensive troubleshooting guide below. If your question isn’t answered, please get in touch with the friendly VHQ team who will provide assistance with your issue, and arrange a return or refund if necessary. 

In line with the Consumer Rights Act, you have the right to receive a full refund or exchange for products which are of unsatisfactory quality, unfit for purpose or not as described, within a 30- day period of receiving the item. After 30 days, you are not legally entitled to a refund, but please read through our detailed warranty policy or contact us to see if this is applicable.

If you change your mind about your purchase, please make sure to return it to us in its original condition, and we will exchange or refund it for you. If there is nothing wrong with the product, and you’ve just changed your mind, please note that you are responsible for paying the shipping cost for returning the item. To find out how to return your item, please contact us with your order number or email address. 

Unless faulty, this should be within 14 days of receiving the order in line with the Consumer Contracts Regulation 2013. Returned items must be in original, unopened packaging with no damage. Once returned, we will refund the price of the returned item back to your original purchase method. This can take up to 5 working days. 

The following items are excluded from our returns policy unless faulty or not as described: 

• Tanks
• Opened products
• Coils
• Opened bottles of liquid

This does not affect your statutory rights.

At VapeHQ we pride ourselves on providing excellent quality products, tried and tested by ourselves before making them available. Due to the increasing complexity in vaping technology, faults do sometimes crop up and we understand that this is far from ideal as nobody wants to be without their vape for very long. To ensure your total satisfaction, we offer a minimum 3 month warranty against manufacturer or factory faults on all devices, after which any defects are classified as wear and tear. 

Unfortunately, we cannot replace devices which have been physically damaged from being dropped, smashed or run over, and we reserve the right to refuse a refund or return. Visible physical damage such as dents or chipped paint from dropping or water damage can also invalidate any warranty claim. But, in the event that this does happen to your device, please don't hesitate to get in touch with the friendly VapeHQ team and we'll see what we can do to get you vaping as soon as possible.

Need further assistance? We’re always here to help. To get in touch with a member of the VHQ team, use our dedicated contact form to submit an email, or check the bottom right of your screen to talk to us instantly with our secure live chat feature. Want to chat in person? Call 01623 657085 with any questions you may have.

If you think that your product is faulty, the first thing to do is read through our comprehensive troubleshooting guide below. If your question isn’t answered, please get in touch with the friendly VHQ team who will provide assistance with your issue.

Did you drop your battery or device on the ground, or into water? Unfortunately, this can cause permanent damage if the internal connections have been interfered with, and this isn’t covered by our minimum 3-month warranty.

Not the case? The first step to troubleshooting any battery issues is to check that your charger is not damaged, and that the charging port of your device is clean and free from e-liquid or any other substances. Secondly, ensure that you are only using a VapeHQ charger or wall-plug to charge your battery, as using chargers purchased elsewhere will void your guarantee and could cause injury or damage. Try using your charger in a different wall socket, to see if that could be the problem.

One common reason for tank leakage is the use of an incorrect e-liquid. You need to use an eliquid that matches the capabilities of your coil and device, whether this is MTL or DTL. DTL or sub-ohm devices and coils are suitable for e-liquids with over 70% VG, with MTL devices are generally good for up to 70% VG, with 60VG/40PG and 50VG/50PG ratios most common. 

Take a good look at your tank to see if you can identify any cracks or other damage, as this can mean that your tank is no longer airtight, allowing your e-liquid to leak out and into the air hole valve. If you do find any damage, we offer a wide selection of tank glass and replacement tanks online which will instantly solve the problem. 

Next, check the device’s central tube to ensure that this has not been flooded with e-liquid. This runs from the coil to the mouthpiece. Any e-liquid within this tube can cause problems with leaking and gurgling, so clear out any excess with a paper towel. If this solves your leakage problem, make sure to carefully fill your device next time to avoid any e-liquid spilling into the central tube. You should also ensure that your tank is not overfilled, with a small air pocket left at the top to provide a vacuum inside. 

Check for worn or damaged O-rings, which are thin plastic rings that can be found within your tank. If the O-rings are compromised in any way, the air seal of the tank can be disrupted. If you notice any damage, these will need to be replaced to prevent any further leakages.

If your device is not creating any vapour, firstly ensure that your device is charged and turn on. Most devices have a light or display that alerts you to when the battery’s charge is too low. 

If your tank has airflow hole/s, check that these are not closed off completely, as this is a common cause for a device not releasing any vapour. Open them up if needed, which is typically done by rotating the bottom of your tank or opening up a small hatch. 

Next, check your tank to make sure that you have enough e-liquid, and that you are using the correct e-liquid for your device. Higher VG ratios such as 70VG/30PG and 80VG/30PG are most suitable for DTL devices, and lower VG ratios such as 60VG/40PG and 50VG/50PG are the correct choice for MTL devices. If you are using a pod device, try swapping the refillable or pre-filled e-liquid cartridge in case your coil has run dry.

The most common reason for a burning taste when you vape is a very low level of e-liquid. Check your e-liquid levels and refill your tank if necessary. Secondly, for MTL and DTL devices, using a coil for too long can result in a burnt taste, so try changing your coil. Ensure that coils are properly primed before you take a vape, allowing the wicks to be saturated with e-liquid. 

You may also experience a burnt taste from your device if you have accidentally set it to run at a higher wattage than normal, or at wattages that exceed the coil limit. This causes e-liquid to vaporise too fast, and can burn the wicks even when your tank has e-liquid in it. 

You’ll also want to check that you are using the right e-liquid for your device. If you use an MTL device, use e-liquids with lower VG ratios, typically 60VG/40PG or 50VG/50PG. If you use a DTL or sub-ohm device, you’ll require higher VG ratio e-liquid, typically 70VG/30PG or 80VG/20VG. 

 Lastly, minimise any chain vaping. When you take too many puffs in a row, the wick will dry up fast. As soon as you experience a slightly roasted taste, put your vape down for a moment to allow liquid to cover any dry spots on your coil.

If your device is spitting e-liquid back into your mouth, you’ll need to investigate the device’s central tube that runs from the coil to the mouthpiece. Clear out any excess with a paper towel, and when you come to fill up next time, carefully refill your tank or pod without any spillage into the central tube, ensuring you leave a small air pocket and do not overfill.

If your charger or wall port stops working, we would advise you to immediately replace it with a VHQ product to avoid any damage to your belongings, or personal injury.

When your device overheats, this is commonly because you are vaping too much without a break, so try leaving it for a short while to cool down, then taking longer breaks between each hit. You’ll also want to make sure that your device isn’t exposed to direct sunlight or excessive heat, in addition to avoiding over-charging your vape by stopping charging your device as soon as the battery is full.

If you are currently a non-smoker, we do not advise that you begin vaping. However, if you are making the switch to vaping from smoking, scientific research so far has demonstrated that vaping is up to 95% less harmful to your body than smoking. This is a view supported by Public Health England, the NHS and other organisations such as the British Heart Foundation. 

E-liquids contain significantly less harmful chemicals than tobacco, and aside from distilled water, are typically formed of just four ingredients, Vegetable Glycerin, Propylene Glycol, nicotine and flavourings. Vaping is tightly regulated for safety and quality with the UK.

In comparison, a single cigarette can contain thousands of chemicals including hydrogen cyanide, formaldehyde, lead, arsenic, ammonia and carbon monoxide. These are released into your body when tobacco is burned through the process of combustion.

Aside from health reasons, the most common reason for making the switch to vaping is the amazing cost savings. Smokers who have switched to vaping save hundreds of pounds a year, which can even reach into the thousands if they were previously a heavy smoker. You can calculate how much money you save by working out how many cigarettes you used to smoke per day and the cost of a pack of cigarettes, then comparing to how much e-liquid you vape in a day, and the approximate cost of a bottle of e-liquid you typically buy. 

For smokers who would have usually smoked a 20 pack a day, the average cost of a pack of cigarettes is around £10.20. Multiplied by 365, this comes to £3,723 per year. As a vaper, if you were to purchase a starter kit and replacement tank, plus a year of e-liquid and coils, you would most likely spend around £350 a year depending on your habits. This is an amazing saving of just under £3,500 – and if you would typically smoke 40 a day, double that

In the UK, you are allowed to vape from the age of 18. On the VapeHQ website and within VapeHQ stores across the country, we are dedicated to only selling nicotine and nicotine-containing products to adults over the age of 18.

How long your e-liquid will last is completely dependent on your habits throughout the day, and how many cigarettes you used to smoke. We typically find that if your cigarette consumption is/was around fifteen cigarettes per day, a 10ml bottle of e-liquid should last for around a week. As you go further into your vaping journey, you may find that your e-liquid bottles begin to last for longer as you require less nicotine to get that fix.

For MTL devices, we typically suggest a nicotine strength based off how cigarettes you smoke. 

• 1-5 cigarettes a day: 0.5% (5mg/ml) 
• 5-15 cigarettes a day: 1.0% (10mg/ml) 
• 15-20 cigarettes a day: 1.5% (15mg/ml) 
• 20+ cigarettes a day: 2.0% (20 mg/ml) 

When it comes to e-liquid, the stronger the % or mg/ml amount, the more nicotine is delivered o the vaper, with a more pronounced “throat hit”, just like a cigarette. However, at the beginning of your vaping journey, it’s important to know that these figures aren’t set in stone, and there are other factors that can influence your choice of nicotine strength.

If you want to vape DTL or sub-ohm, where you inhale directly from the device without holding the vapour in your mouth first like a cigarette, you’ll need a much lower nicotine strength liquid, typically between 0.3% to 0.6%, or 3mg/ml to 6mg/ml. 

In addition, you may find that the nicotine strength recommended for your smoking habits is too high or low, so try various flavours and strengths until you hit the winning combination for you. As you continue vaping, you may find that you can gradually reduce your nicotine levels, with many of our ex-smoking customers now very happy on 0% nicotine!

As you would usually your vape device every single day, it’s vital to take good care of your battery to prevent injury and prolong the life of your device. For more advanced kits with external batteries that can easily be removed and replaced, regularly check your batteries for wear and tear, whilst keeping batteries in a cool, dry place to avoid any interference from heat or liquid. 

For any device, whether you have an internal or external battery, here are some key tips to keep your battery happy and healthy: 

• Store device or battery in a cool, dry place 
• Turn your device off when not in use to prevent accidental misfiring 
• Only use high-quality chargers and wall ports from VHQ to provide the power your device needs, and avoid voiding your warranty guarantee 
• Don’t charge your battery overnight

Finding the vape device that is perfect for your requirements can be tough when you’re faced with a huge range to pick from. 

• Budget: For price-conscious smokers, you may wish to start on one of our cheaper starter kits, or with a pod device. Does performance and looks come before cost? Look for a stylish, powerful kit that you’ll be proud to show off. 
• Size of device: Whether you want a discreet, compact device for on-the-go vaping, or don’t mind your device being on show, you can find sleek, cig-a-like style vape pens right through to big chunky advanced kits to your needs. 
• Ease of operation: Struggle with using your fingers for delicate tasks, and want a vape that’s very simple to use? A pre-filled pod device might be for you, saving you the hassle of refilling your vape – it’s just click and go! Or if you’re looking for a device that you can refill yourself, but want minimal complexity in adjusting settings, or want a device with every single aspect of your vaping experience available for full customisation, we’ve got those too! 
• Usage: If you’re looking to use your device all-day long to replace your smoking habit, you’ll want to look for a device with a higher battery capacity. Only use your device in the evenings or whilst at work, or are still smoking alongside vaping? Your options are a little more open, so your battery needs won’t be as necessary in your decision. 
• Robustness & Portability: Our final deciding factor is whether you value a robust, strong device that will handle a few knocks and falls, or whether you want something light and portable for use on-the-go. We even have devices that are resistant to extreme scenarios, incorporating water resistance, shock resistance and dust resistance!

The safest thing for both yourself and your unborn baby is to avoid smoking and vaping completely for the duration of your pregnancy. Whilst vaping has been found to be 95% less harmful than smoking, the use of nicotine-containing e-liquids could increase the risks of various health issues for your baby.

Vaping on trains, train station platforms, on-board buses and on planes is banned in the UK, but vaping indoors is not legally prohibited within public places and workplaces in the UK. It’s good vaping practice to ensure that you have permission if you’d like to vape inside, so ask the owner of the property before you start producing clouds! Some organisations will include vaping in their no-smoking policies, and it’s always a good idea to double-check and stay considerate to others.

With mouth-to-lung, MTL or sub-ohm vaping, you take the vapour into your mouth, hold it there, and then inhale into your lungs. This is the best method for new vapers and ex-smokers, as it most closely resembles the act of smoking.

Direct-to-lung, DTL or sub-ohm vaping involves taking quick draws of your vape and inhaling directly into your lungs. This style of inhaling is only suitable with DTL devices, and is more intense compared to MTL with a harsher throat hit.

The type of e-liquid you will need depends on your device. If you use an MTL device, look for e-liquids with lower VG ratios, typically 60VG/40PG or 50VG/50PG. If you use a DTL or sub-ohm device, you’ll require higher VG ratio e-liquid, typically 70VG/30PG or 80VG/20VG. This will provide the best possible vaping experience for you, and prolong the life of your device.