Frequently Asked Questions
Find answers to common questions about using the Vape Nexus website. If you need help with a particular order, our customer support team can review its status.
Orders and Payment
How do I know my order has been received?
An order confirmation is sent to the email address supplied during checkout. Check the order number and item details. A dispatch email is sent separately when fulfilment has progressed.
Why might an order be held for verification?
Vape Nexus must be satisfied that customers buying restricted vaping or nicotine products are aged 18 or over. Additional checks may be required when automated verification is inconclusive.
Can I change or cancel an order?
Contact customer support promptly with your order number. Changes cannot be guaranteed once a parcel has entered dispatch. Your statutory cancellation rights are explained in Returns & Refunds.
Delivery and Tracking
What should I do if my parcel is missing?
Check the most recent carrier status and address, then contact Vape Nexus with your order number. We will investigate and provide a remedy as required by applicable law.
Where can I see the delivery charge?
Available services and charges are displayed before you confirm payment. See Delivery Information for the current service details.
How do I track my order?
Use the link in your dispatch email or visit Track Your Order. Carrier updates can take time to appear after initial collection.
Returns and Product Issues
What if an item arrives faulty or incorrect?
Contact customer support with the order number and product details. Consumer rights apply to goods that are faulty, misdescribed or not fit for purpose.
Can I return an opened bottle or pod?
Some qualifying health- or hygiene-sealed items cannot be returned under the change-of-mind rules after the seal has been broken. This does not remove rights relating to faulty or misdescribed goods.
Can I return an unwanted item?
Most online orders carry statutory cancellation rights, subject to exceptions. See Returns & Refunds for time limits and return instructions.
Product and Compatibility Information
What is the difference between prefilled and refillable pods?
Prefilled pods contain liquid when supplied and are intended for compatible reusable devices. Refillable pods are made to be filled with e-liquid according to the manufacturer's instructions.
How do I check whether a replacement pod fits my device?
Compare the full manufacturer model number with the compatibility information in the listing. Similar-looking pods from one brand may not be interchangeable.
What does 20mg/ml mean on an e-liquid label?
It states the nicotine concentration: 20 milligrams of nicotine per millilitre of liquid. The legal maximum for regulated nicotine-containing e-liquid is 20mg/ml.
Regulations, Health and Recycling
Are vaping products intended for children or non-smokers?
No. Vaping products are not intended for children or people who do not smoke. Nicotine is addictive, and vaping is not risk-free.
Are single-use vapes legal to sell in the UK?
No. The sale and supply of single-use vapes has been prohibited since 1 June 2025. The ban covers devices with or without nicotine.
What is Vaping Products Duty?
A UK excise duty on qualifying vaping liquids produced in or imported into the UK from 1 October 2026. The rate is £2.20 per 10ml, including nicotine-free vaping liquid. See our tax information calculator for examples.