Frequently Asked Questions
At Vapemate, we make it our mission to have all of your questions answered. Whether it’s regarding a recent order, our delivery or returns policies, or one of our products, our friendly team is here to help. Browse through our FAQs below for answers to some of our most commonly asked queries.
In your account, you’ll see a status message against your order number. You’ll also receive an email once your order is dispatched, and, depending on the delivery service you have selected, your order can take between one and four working days from despatch. UK orders placed after 4pm on a Friday or after 12pm on a Saturday or Sunday will be processed on the following day.
Orders placed before 4pm weekdays, and 12pm Saturday and Sunday will be despatched the same day. You’ll also receive a tracking number for the delivery status.
Please telephone customer service via 03301079912 if your enquiry is urgent.
Some promo codes only offer discounts against certain products or ranges. Check to see that what’s in your basket matches the terms of the voucher, or that you have put in the characters of the code correctly (for example o and 0 (zero) can sometimes be confused). If it’s still not working then please get in touch via cs@vapemate.co.uk or 03301079912.
Some promo codes have an expiration date on them please check the email you received the code from to check when the code will expire to make great use of our deals!
Only one voucher code can be used at a time, however, any reward points you have accumulated can still be used alongside multibuys. Vouchers cannot be used against previous orders.
Returns are easy. Just contact our customer services team with your order reference number and we can then arrange the return for you. We’ll accept any unopened bottles of eliquid for exchange or refund. You have 14 days after receiving your order to let us know for E-Liquids, Kits and accessories and 24 hours for prefilled pods.
In the rare event that you’ve bought hardware that has developed a fault, or arrives faulty, please get in touch with our customer services who will try to diagnose the fault and discuss the issue with you in more detail.
There’s more information on our Returns and Warranty page.
We aim to despatch orders within 24 hours. Once your order has been despatched delivery times are approximately as follows:
Royal Mail
Royal Mail Tracked 48 - Delivery usually 3 - 5 working days - Free on orders over £10, and £2.49 on orders under £10.
Royal Mail Tracked 24 - Delivery usually 1 - 3 working days - £1.99 on orders over £10, and £3.99 on orders under £10.
Courier Delivery
DPD Next day delivery applies to orders placed before 4pm weekdays and 12pm Saturday and Sunday. Please note some remote area postcodes cannot be delivered next day. A full list of these can be found on our Shipping page.
Courier Delivery (Mon-Fri) £4.99 Delivered next working day, tracked to your door.
Courier Delivery (Saturday) £5.99 Saturday delivery, tracked to your door.
Courier Delivery (Sunday) £5.99 Sunday delivery, tracked to your door.
- UK orders over £10 will be shipped free of charge via Royal Mail 48 service when selecting the free shipping option at checkout.
- UK orders over £75 will be shipped free of charge via DPD Courier Delivery.
Worldwide Shipping
We ship worldwide with delivery prices between £19.99-£39.99, dependent on location. Delivery times also vary depending on location and you may be responsible for import taxes in certain countries. International orders can be tracked.
Orders sent by DPD Courier and Royal Mail can be tracked. You’ll receive a tracking number via email once the order has been despatched.
Tracking number emails come from the courier company, but should you require your tracking details please get in touch with Vapemate customer services at cs@vapemate.co.uk who can give your tracking number and the contact details of your local courier depot.
We ship orders 7 days a week excluding public bank holidays.
If you order after 4pm on a Friday or after 12pm on a Saturday or Sunday, your order will be not be despatched until the next working day, or later depending on the service you have selected.
We don’t hold any card details and don’t have any details as to why a payment might be declined.
Please contact your bank for further guidance.
When you set up your account we carry out a soft credit check to verify you are over 18. This is a legal requirement as you must be over 18 to purchase vaping products. It has no effect on your credit rating.
No problem. As long as it’s not been despatched we can amend your order. Please get in touch with customer services via 03301079912 to arrange this. If your order has been sent and you wish to change it we’ll give you a returns number so you can send it back straight away.
With Mouth to Lung vaping, you draw the vapour into your mouth before finally pulling down into your lungs. It’s the same technique as smoking a cigarette.
Direct to Lung means inhaling the vapour straight into your lungs - just like breathing normally. Those new to vaping, used to smoking cigarettes, might find this different technique uncomfortable at first.
Generally speaking MTL offers big flavours and less cloud, while DTL offers big clouds the flavour may be less intense that the MTL technique. The eliquid type and your personal preferences will produce different results too.
Read our blog piece on Mouth to Lung and Direct to Lung vaping techniques here.
Yes! Every November, customers take advantage of our impressive discounts on vape kits, e-liquids, pods, and more. If you can't wait until Black Friday, join our rewards scheme and earn points as you vape, unlocking great discounts on future orders.
On occasion you might find eliquids of the same flavour have a slightly different colour from each other. It’s quite normal, and colour can be affected by things such as steeping time and nicotine content - nicotine will darken over time. When eliquid is exposed to air, light or temperature changes a change in colour can also occur. It does not affect the quality of the eliquid.
Your bottle of eliquid has a child-proof and tamper-proof cap. Our eliquid bottle lids are designed with safety in mind and you will need to be push the lid down and twist to open. When you open the bottle for the first time, the lid will make a slight snapping or cracking sound as the safety seal breaks.
The design of some bottle lids means that the claws holding the entire lid piece in place give the appearance of a bottle having been opened. On these bottles the safety seal is located higher up, out of sight inside the lid. The lid should still make a slight snapping or cracking noise on opening for the first time.
Vapemate eliquids contain propylene glycol (PG), vegetable glycerin (VG), flavourings and nicotine (except in 0mg or nicotine free blends).
How much of each depends on the blend you choose, for example a 70VG blend will contain 70% VG with the remaining 30% being a blend of PG, flavouring and nicotine, if you’ve selected a blend that contains nicotine.
How long a coil lasts is dependent on the type of juice you use, how frequently you vape and the power settings on your device. Using a higher power will burn through a coil faster than a lower power.
Very generally speaking a coil should last a week - but light vapers might find a coil lasts two weeks. Taste is key too. If your juice tastes burnt or becomes flavourless then it is likely your coil needs changing.
Vapemate stocks a range of vape tanks and most manufacturers have a recommended tank for a device. If you buy a vape kit the tank will come as part of it. If you need a replacement the kit packaging will list which tank came with the kit. Or you can check the product on the vapemate website and see which tank comes with a particular kit..
If you decide to change your tank most tanks and mods come with a 510 thread. Where a tank and mod both have a 510 thread they will fit together. But check the power info on your device and make sure the atomiser in your chosen tank is suitable for the wattage of your device.
Our DIY section has everything you need to blend your own eliquid. You’ll find bottles, concentrates and mixing kits along with PG and VG.
Essentially you can make your own flavour and strength by adding the desired amounts of PG, VG and flavouring and mixing it all together. You’ll also need to know if the nicotine and concentrates are in a VG or PG base (Vapemate nicotine shots are a VG base, Vapemate concentrates are a PG base).
Start by deciding on which blend you require, ie, 70VG in 6mg, then use Vapemate’s calculator to help you add the correct amounts.
For example 10ml of a 70VG, 6mg blend with 15% flavour would look like this:
You then add the amounts as per the ‘MIXTURE’ results... and leave it to steep for a while before vaping.
And you’re not limited to 10ml. If you wanted to increase the volume of liquid just change the desired volume in the calculator.
You can read more on our DIY calculator page.
Popcorn lung is the popular term for the harmful effects of breathing in diacetyl, first linked to production in a popcorn factory ten years ago. None of our eliquids contain any form of Diketone, this includes Diacetyl, Acetyl Propionyl and Acetoin. All our eliquids are fully tested and are approved by the MHRA, the government agency responsible for the regulation of eliquids. You can see a list of approved manufacturers on their website - Vapemate is under its parent company Eos Leisure.
All our eliquids have some PG in them as this is the flavour concentrate base. The amount depends on the exact blend you have chosen. The exception is nic shots which have VG as the base (i.e the nicotine is held in VG). Our Directors Cut range currently has the lowest volume of PG - less than 20%.
The starter kits section has a range of kits suited to new vapers, and popular among these are the SKE Crystal Plus Pod Kit or the Innokin Klypse Pod Kit. These are great starter kit devices which use “mouth to lung “style vaping (similar to a cigarette).
Nic Salts are also an ideal first choice if you’re looking to replicate the sensation of smoking. Nic Salts deliver nicotine faster than standard e-liquid, much closer replicating the sensation of smoking - an important element for people making the switch. Again use a lower-powered device.
Some pod systems are great for starters - they’re simple to use and compact. But be sure to choose a low-powered set-up and stay away from anything that’s sub-ohm (a device with a coil resistance less than 1.0, for example 0.5 ohm is below 1.0 and in vape terminology classed as sub-ohm).
For these kits, use a low VG blend. So choose any from our Origins range (30VG) or 50VG Classic Range. New vapers tend to use higher nicotine strengths in low VG blends. But you’ll soon find your ideal blend. A sample pack is a good way to experiment.
No. Since the UK's ban on single-use disposables in June 2025, Vapemate no longer store or sell disposable vapes. We do however sell a huge range of prefilled pod kits replicating the same rich flavour of disposables, making them a great alternative.
Vape coils are the heating elements located inside your vape. The coil consists of a metal wiring wrapped around an absorbent (usually cotton) wick. When you take a draw, the battery sends electricity, heating up the coil, which then vaporises the e-liquid, creating the vapour you inhale.
Vapes and vape pods contain e-liquids ranging anywhere from 0mg (nicotine-free) to 20mg (2%) nicotine strengths.