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 offer three options for shipping: Royal Mail 48, Royal Mail 24 and Courier Delivery. To get
your purchases to you as quickly as possible, we guarantee that any orders placed Monday to
Friday before 1PM will be shipped same-day.
Royal Mail 48 is free for all orders, aiming to deliver your order within two to three
working days.
Royal Mail 24 aims to deliver your order by the next working day.
Courier Delivery is free for any orders over £40 within the UK, and also aims to deliver
your order by the next working day. This is typically the fastest delivery method.
Please note that we cannot guarantee the speed of our Royal Mail or Courier delivery services,
and you may experience delays with issues such as bad weather, strikes or unprecedented
demand on the postal service during busy seasonal periods. At VHQ, we know how important it
is to receive your vaping supplies on time, so if there are ever any major delays, we will usually
attempt to reship your order.
During the Covid-19 pandemic, we’d like to let you know that we are experiencing some delays
in shipping due to significantly reduced staffing at our local Royal Mail Depot. Rest assured, the
VHQ team are working hard to process your orders as quickly as possible. We appreciate your
patience during this busy time. Please allow an extra few days for your delivery to arrive before
contacting our customer support. Try our courier delivery service if your order is urgent.
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.
If your delivery hasn’t arrived within our stated guidelines for each delivery option, please get in
touch with the friendly VHQ team. Please note that during the Covid-19 pandemic, your delivery
may be delayed by a few extra delays, and we would appreciate your patience during this time
before you contact our customer support.
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:
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
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.
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