Support
VapeGrape Support
How can we help?
Find quick answers about orders, delivery, returns, payments, age verification and product questions.
What do you need help with?
Choose a topic below to find quick answers.
Delivery Help
Find answers about delivery times, tracking, missing parcels and address changes.
Returns & Refunds
Need help with a return, refund, faulty item, damaged item or incorrect product?
Age Verification
Learn why age checks are required and what happens if verification is needed
Payment Help
Get help with failed payments, declined cards, Apple Pay, Google Pay and checkout issues.
Product Questions
Need help choosing a vape kit, pod, refill, flavour or compatible product?
Contact Support
Still need help? Send us a message and include your order number if you have one.
Delivery Help
Find information about delivery times, tracking, missing parcels and address changes.
How long does delivery take?
Delivery times depend on the shipping option selected at checkout. Once your order has been dispatched, you may receive an email update with tracking details if tracking is available.
How can I track my order?
If tracking is available for your order, the tracking details will be sent to the email address used at checkout. Please check your inbox, spam or junk folder for your order updates.
I have not received my order. What should I do?
Please contact us with your order number, full name and delivery address. We will check your order status and help you with the next steps.
Can I change my delivery address after ordering?
Please contact us as soon as possible. If your order has not been processed or dispatched yet, we will do our best to help. Once an order has been dispatched, we may not be able to change the delivery address.
My tracking says delivered but I have not received it. What should I do?
Please check around your property, with neighbours, and any safe place listed by the courier. If you still cannot find your parcel, contact us with your order number and tracking details so we can look into it.
Returns & Refunds
Need help with a return, refund, damaged item or incorrect product?
Can I return a vape product?
If you need to return an item, please contact us before sending anything back. For hygiene and safety reasons, opened or used vape products may not be accepted unless they are faulty.
How do I request a refund?
Please contact us with your order number and the reason for your refund request. We will review your request and explain the next steps.
I received the wrong item. What should I do?
Please contact us as soon as possible with your order number and clear photos of the item you received. We will check the issue and help you with the next steps.
My item arrived damaged. What should I do?
Please contact us as soon as possible with your order number and photos of the damaged item and packaging. Please do not throw away the packaging until we have reviewed the issue.
Do I need to contact you before returning an item?
Yes. Please contact us first so we can confirm whether the item is eligible for return and provide the correct return instructions.
Age Verification
Vaping products are age restricted in the UK. You must be 18 or over to buy from our website.
Why do I need age verification?
Vaping products are age restricted in the UK. We must make sure customers are 18 or over before selling vape products.
What happens if age verification fails?
If we cannot verify that you are 18 or over, your order may be delayed or cancelled. If this happens, we may contact you for more information.
Will my order be delayed because of age checks?
In some cases, age verification may take extra time. We aim to complete checks as quickly as possible, but orders may be delayed if verification is required.
What information may be needed for age verification?
We may need information that helps confirm you are 18 or over. Any age verification process is used only to help meet legal requirements for age-restricted products.
Payment Help
Having trouble with card payments, Apple Pay, Google Pay or other payment methods?
My payment failed. What should I do?
Please check that your card details, billing address and bank approval are correct. You can also try a different payment method if available.
Why was my payment declined?
Payments can be declined by your bank, card provider or payment processor. Please check with your bank first, then contact us if you still need help.
Do you accept Apple Pay or Google Pay?
Available payment methods will be shown at checkout. If Apple Pay or Google Pay is not visible, it may not be available for your device, browser, card or selected payment method.
I was charged but did not receive an order confirmation. What should I do?
Please contact us with your full name, email address, payment date and any payment reference if available. We will check whether an order was created successfully.
Can I use a different payment method?
Yes, if more than one payment method is available at checkout. Available options may depend on your device, browser, location and the payment providers currently active on our website.
Product Questions
Need help choosing a vape kit, pod, refill or compatible product?
How do I know which product is right for me?
Please check the product description, puff count, nicotine strength, flavour options and compatible items before ordering. If you are unsure, contact us with the product name and your question.
Are vape pods and refills compatible with every device?
No. Pods and refills are usually designed for specific devices. Please check the product description and compatibility information before buying.
What does puff count mean?
Puff count is an estimated number of puffs a device or product may provide. It can vary depending on usage, puff length and device performance.
What nicotine strength should I choose?
Nicotine strength depends on personal preference and previous usage. Please read the product details carefully before ordering. We cannot provide medical advice, but we can help explain product information.
Can I ask a product question before ordering?
Yes. Contact us with the product name and your question, and we’ll do our best to help you choose the correct item.
Contact Support
Still need help? Send us a message and we’ll get back to you as soon as possible.
How can I contact VapeGrape?
You can contact us through our Contact Us page. Please include your order number if your question is about an existing order.
What should I include in my message?
Please include your full name, email address, order number if available, and a clear explanation of your question or issue.
How quickly do you reply?
We aim to reply as soon as possible during our support hours. Order-related messages may be handled faster when the order number is included.
Can I contact you before placing an order?
Yes. You can contact us before ordering if you need help with product information, compatibility, delivery, payment or age verification.
Where can I find my order number?
Your order number is usually included in your order confirmation email. Please check your inbox, spam or junk folder.
Still need help?
If you couldn’t find the answer, contact our support team and we’ll help with your order, delivery, payment or product question.
Free Shipping
Free shipping to around the UK
ONLINE SUPPORT
Online support 24 hours day
MONEY RETURN
Back guarantee under 5 days
MEMBER DISCOUNT
One every all order over $150