Customer Service

Customer Service

UK Delivery Information

Information on Eco-Vape Delivery Policies

Eco Vape UK orders are prepared Monday to Friday excluding Bank Holidays. 

Despatch cut off times are 1pm daily. Orders made after this time will be despatched the following day.

If an order is placed after 1:00pm on a Friday, it will be processed and despatched on the following Monday. If you have any questions regarding delivery information, feel free to get in touch.

Deliveries to customers will be between 1-3 working days after despatch, although often orders are delivered next day.

Our shipping partners deliver orders between Monday and Friday. 

If you have not received your order after 3 working days, please feel free to contact us.

Please note: Northern Scotland and Northern Ireland incur higher charges dues to the high charges to us via our delivery network. These areas also are un-eligible to receive free shipping.

 DPD official courier

Our Shipping Partner is DPD. Most customers will receive an Email message (or SMS) with their relevant tracking info and status updates from DPD after we have despatched your order.

To track your order

You can visit DPD’s official website to track your order by Clicking Here and inserting your tracking number. You will have received your tracking number via email to the email address provided to us when placing your order.

Eco-Vape Delivery FAQs

When will my order be despatched?

Eco Vape UK orders are prepared Monday to Friday excluding Bank Holidays. 

Despatch cut off times are 1pm daily, orders made after this time will be despatched the following day. If an order is placed after 1:00pm on a Friday, it will be processed and despatched on the following Monday.

Can I purchase my order in person?

We have a number of stores around the UK if you would like visit and see our selection of products in person. Click here to go to the store locator. 

Do you offer Next Day Delivery?

All orders (excluding to remote areas* of the UK) are shipped on a next day shipping service. In most cases orders will be delivered 24 hours after despatch however on occasion this may increase due to circumstances beyond our control. 

Please note that is the standard service we offer and there are no other upgraded shipping options. 

This service is free when you spend £20 or more! 

If you order has not arrived after 3 days of despatch of your order, please contact us and we will follow up with our shipping partner  

*Northern Scotland and Northern Ireland

Who will be delivering my order?

DPD official courier

Our Shipping Partner is DPD.

Most customers will receive an Email message (or SMS) with their relevant tracking info and status updates.

How can i track my order?

To track your order

You can visit DPD’s official website to track your order by Clicking Here and inserting your tracking number. You will have received your tracking number via email to the email address provided to us when placing your order.

Where do you deliver?

Eco Vape deliver all over the UK. 

Please note: Northern Scotland and Northern Ireland incur higher charges dues to the high charges to us via our delivery network. These areas also are un-eligible to receive free shipping.

International Delivery

We’re currently unable to offer international shipping due to restrictions on vaping products abroad.

Can I get Free Shipping?

Yes! When you spend over £20 (unless you’re located in remote areas* of the UK) 

*Northern Scotland and Northern Ireland

Do you deliver on weekends?

Unfortunately, we are currently unable to offer weekend delivery. 

We will update our customers via email when weekend delivery next becomes available!

Questions about your delivery?

If you have any questions please feel free to contact our deliveries department at customer-support@eco-vape.uk or by calling +44 (0) 1773687676

Eco-Vape Payment, Warranty & Returns FAQs

What payment options do Eco Vape provide?

With Eco Vape you have the option to pay with a variety of payment providers. 

Including – Paypal, Viva Wallet, Lay Buy and Klarna.

*We have currently had to disable Paypal payments whilst we are working on resolving issues with their service. We should be back up and running with PayPal shortly!*

 

 

Do Eco Vape do refunds?

Yes, Eco Vape do accept refunds on orders that fall within our refund policy t&c’s. 

Click here to view our warranty & returns policy

Questions about Payments?

If you have any questions please feel free to contact our support team at customer-support@eco-vape.uk or by calling +44 (0) 1773687676

Warranty & Returns

Questions about our warranty & returns?

If you have any questions please feel free to email customer-support@eco-vape.uk or call +44 (0) 1773687676

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General Returns Policy

Eco-Vape is happy to replace or refund any products that are unopened and unwanted within 30 days of you receiving your order.

Due to hygiene reasons, Eco-Vape cannot accept returns of any items that have been opened and used including consumable products including disposable vapes, coils and e-liquids. This includes any items where the childproof seal has been broken or the sealed hygiene packaging ha sbeen opened.

If this is the case, please get in touch with our sales team on +44 (0) 1773 687 676 or email us at customer-support@eco-vape.co.uk and we’ll be happy help resolve your issues on a case by case basis.

If you need to return a product from outside of the UK, please contact us using the details above or via our WebChat and our sales team will be able to advise you on how to resolve any issues.

How do I return a product?

To return a faulty or unwanted product, get in touch with our customer service team to see if we can resolve the issue over the phone. If you then need to return an item, you can use your local Post Office or any other method of sending a parcel, addressed to:

Returns address:

FOA: Customer Service Team

Eco-Vape Ltd

Cotes Park Holdings

Cotes Park Lane

Alfreton, Somercotes

DE55 4NJ

We recommend that you ask for a proof of postage/receipt when you post it, incase the parcel is later lost or damaged during transportation.

Ensure any items you return are unopened, that the parcel is securely packaged and the address is clear and visible on the outside of the parcel.

To handle your return as efficiently as possible, please include a note inside the parcel with your full name, order number and the reason for return (such as faulty, incorrect item or unwanted).

Can I return a faulty item?

Absolutely, we’ll acept the return of any faulty item (except for consumable products outlined above) as long as it’s within the 30 day warranty period. We may ask you to send the device back to us so our team can inspect it and we may need to contact the manufacturer/supplier for further advice.

Alongside our standard returns policy, larger electronic devices such as vape mods or kits which are not manufactured by Eco-Vape should also come with a separate manufacturer warranty inside the box, so you can also contact the manufacturer directly and take advantage of your warranty to fix any issues if we are unable to fix the device.

We advise electronic cigarette users not to store their e-cigarettes with metallic, magnetised or electronic transmitting devices such as keys or mobile phones, therefore extending the lifespan of functional use.

All external batteries and charging cables come with a 14 day warranty as standard, which covers the component parts. As with all products, if upon inspection we find any damage resulting from improper use, it may void any warranty and returns eligibility.

Be aware that our external batteries and vape coils, although made to the highest quality possible, will naturally degrade and eventually fail over a period of time dependent on usage, so we can’t refund these items due to normal wear and tear.

Before returning any item, we always recommend you contact us first in case we are able to help you resolve the fault before having to return the item.

As disposable vapes and e-liquids are considered consumable products, they cannot be returned once used/opened due to hygene reasons – however disposable vapes that do not work out of the box may fall under our Dead on Arrival policy.

Dead on Arrival Policy

Certain consumable products such as single use disposable vapes and e-liquids usually cannot be returned for hygiene reasons.

However, if a product arrives ‘dead on arrival’ (for example, a disposable vape that does not work out of the box), please get in touch with our sales team (via live chat, telephone or email using the details at the bottom of this page) and we will be able to deal with any issue on a case by case basis, subject to supplier / manufacturer terms and agreements.

What about postage?

If your product is returned to us and a fault is found, we will cover your postage cost (up to a maximum of £5 and as voucher to use online or add it to your full refund) and either:

  1. Offer a replacement of the same item.
  2. Offer an alternative item of the same value.
  3. Credit the cost towards your next purchase.
  4. Provide a full refund.

If our team inspects your returned product and finds that the item isn’t faulty, we’ll get in touch to explain what’s happened and return your item to you free of cost. Please note we are not able to cover the initial cost of returning the item to us if no fault is found.

What if I’ve received an incorrect item?

In the rare case that you receive incorrect items in your order or some items are missing, please get in touch with our sales team as soon as possible on +44 (0) 1773 687 676 so we can investigate and resolve the issue as soon as possible.

Please be ready to provide your full name, order number and address so we can quickly find your order and remedy the issue.

What happens if I want a refund?

If possible we will issue any refund to the payment method used at checkout. Once a refund has been issued, it can take up to 5 working days (excluding bank holidays and weekends) for the funds to appear in your bank account, however it usually takes less than 24 hours after we issue the refund.

Can I return items purchase online in an Eco-Vape store?

Items purchased online via eco-vape.co.uk should be returned by postage to the address provided below and should not be returned in store, as the store will not have access to the necessary records of your purchase and won’t be able to issue a refund.

Returns address:

FOA: Customer Service Team

Eco-Vape Ltd

Cotes Park Holdings

Cotes Park Lane

Alfreton, Somercotes

DE55 4NJ

Can I return items that were purchased in store?

Items that were purchased in an Eco-Vape store can be returned in store if they are unopened and unused, or if they fall under our Dead on Arrival policy. Please ensure you bring your receipt for proof of purchase.

Please note that you cannot usually return consumable items such as opened disposable vapes, or any e-liquids that have been opened or if the tamper-proof seal has been broken. However, if there is an issue with an e-liquid you have purchased from us either online or in store, please get in touch with our sales team at +44 (0) 1773 687 676 and they will help you resolve the issue.

We’ll always go out of our way to make sure you have a great experience ordering with us online and are happy to remedy any issues.

If you do have any complaints or queries, please contact us at customer-support@eco-vape.co.uk and we will be happy to assist!

Privacy Policy

Eco Vape Ltd is the data controller of the personal data we may collect as part of your use of this site and connected services.

We understand that looking after the personal data you share with us is hugely important. We want you to be confident that your data is safe and secure with us and you understand how we use it, this privacy and cookies policy (Policy) sets out this key information.

Data we collect about you

This section tells you what personal data we collect about you.

We may collect and process information about you, including without limitation:

  • Information that you give us. You may give us information about you by filling in forms on our Website or by corresponding with us by phone, e-mail or otherwise. The information you give us may include your name, address, e-mail address and phone number, personal description and photograph.
  • Information that we collect about you. With regard to each of your visits to our Website we may automatically collect technical information and information about your visit; and
  • Information we receive from other sources. We may receive information about you if you use any of the other websites we operate or the other services we provide. We are also working closely with third parties and may receive information about you from them.

We may supplement the information we collect about you with information we receive from other public sources (eg public registers such as the electoral roll). This allows us to assess the accuracy of the information we hold about you in order to send you relevant offers and information.

How and why we use your personal data?

This section explains in detail how and why we use your personal data. Collecting your personal information helps us to better understand what you need from us and to improve our services to you. Without limitation, we may use your information to:

  • manage and improve our Website, including to ensure that content is presented in the most effective manner for you and for your computer;
    administer our Website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
  • personalise our services to you;
  • tell you about important changes to the Website and our services;
    manage promotions, competitions, customer surveys and questionnaires, and to allow you to participate in interactive features of our service, when you choose to do so; and
  • Assess and evaluate any content you submit to us and to contact you to decide on next steps;
  • enhance our efforts to keep our site safe and secure.

You have the right to ask us not to process your personal data for marketing purposes.

Legal basis for processing

In relation to personal data we process to send you any marketing communications that you have agreed to receive, we do so based on your consent. You can withdraw your consent at any time to receiving these communications. In relation to the other personal data processed, we process this based on what is called our “legitimate interests”, these are:

  • to help you understand our business, its performance and changes;
  • to keep you informed about news and events, including regulatory news connected with Tesco;
  • to assess and evaluate any content you submit to us and to decide on next steps in relation to your submission;
  • to administer and keep up to date your account, resolve problems and respond to complaints;
  • to prevent and detect fraud;
  • to invite you to attend events connected with the above.

Sharing your personal data

We may share personal data with other organisations in the following circumstances:

  • With our service providers (such as our website or event hosts) in order to run the service and administer your account;
  • If you are a shareholder, with our share registrar service provider;
  • If you are a shareholder, with our tracing agents in order to locate “missing” shareholders;
  • If the law or a public or regulatory authority says we must share the personal data;
  • If we need to share personal data in order to establish, exercise or defend our legal rights (this includes providing personal data to others for the purposes of preventing fraud);
  • Where we restructure, sell or transfer our business (or a part of it). For example in connection with a takeover or merger.
  • With third parties who help us assess and evaluate any content or ideas you share with us.

Data protection officer

Our Data Protection Team can be contacted by email: dataprotection@eco-vape.co.uk

How we protect your personal data

We know how important it is to protect and manage your personal data. This section sets out some of the measures we have in place:

  • We apply physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personal data;
  • We protect the security of your information while it is being transmitted by encrypting it and using password protection.
  • We use computer safeguards such as firewalls and data encryption to keep this data safe;
  • We only authorise access to employees and trusted partners who need it to carry out their responsibilities;
  • We regularly monitor our systems for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security; and
  • We will ask for proof of identity before we share your personal data with you.

Whilst we take appropriate technical and organisational measures to safeguard your personal data, it is important that you keep your login details and devices protected from unauthorised access.

The personal data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (“EEA”). It may also be processed by companies operating outside the EEA who work for us or for one of our service providers. If we do this we ensure that your privacy rights are respected in line with this Policy. The most common way we do this is to put in place a specific type of contract called “Standard Contractual Clauses” or through an approved scheme such as the “Privacy Shield”.

Complaining to the data privacy regulator

We’d like the chance to resolve any complaints you have, however you also have the right to complain to the UK data protection regulator (the ICO) about how we have used your personal data. Their website is https://ico.org.uk.

Subject access right

You have the right to see the personal data we hold about you. This is called a “Subject Access Request”.

If you would like a copy of the personal data we hold about you, please write to:

The Data Controller, Eco Vape Ltd. Cotes Park Estate, Cotes Park Lane. Alfreton. Derbyshire. DE55 4NJ

You can also email us at: dataprotection@eco-vape.co.uk

Other privacy rights

If you believe we hold incorrect or inaccurate personal data about you please let us know and we will correct it.

In some circumstances you may also have the right to object to our use of your personal data, restrict our use of it, have us delete it or have us port a copy of it to you or a third party.

You can find out more about these rights by visiting the ICO’s website or alternatively contacting us (per the “Contact Us” section on our website).

How long we store your data for?

We will not keep your personal data longer than we need to, how long this is depend on several factors, including:

Why we collected it in the first place;

  • How old it is;
  • Whether there is a legal/regulatory reason for us to keep it;
  • Whether we need it to protect you or us

Questions about our privacy policy?

If you have any questions please feel free to email customer-support@eco-vape.uk or call +44 (0) 1773687676

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