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FAQ
Account Queries
Do I need to create account to place an order?
Not if you do not want to. We have a guest checkout option so no additional information needs to be added. You can also create an account on the checkout page you will be able to shop faster, be up to date on an order's status, and keep track of the orders you have previously made.
How do I access my account?
There is a ‘My Account’ link in the header of website, next to the Shopping Cart. Click the link and you will be prompted to enter your email address and password details or sign with Facebook/Google/Twitter/Linkedln/Amazon.
I have forgotten my password, help?
If you have forgotten your password you can reset via the Account Sign In page. There is a ‘Forgot You Password?’ link, click the link and enter the e-mail address associated with your account. You will receive an email with a link directing to setup a new password.
Order Queries
Where is my order, did it go through?
If you have successfully completed your order you will see an ‘Order Confirmed’ screen with your order reference number. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.
If you believe you placed an order but it isn’t appearing in you account please contact our team from messager or email.
How do I access my order information?
All completed orders are held in your account area. You will also receive an email notification from us confirming your order has successfully received. The account area will also hold all previous orders.
Why haven’t my items arrive yet?
If you are in the UK your order will be shipped via Royal Mail or Parcel Force Express 24, and the estimated shipping time is 1 - 2 working days to receive your order.
If you are in other European countries your order will be shipped via Parcel Force International and the estimated shipping time is 4 - 6 working days to receive your order.
If your items have not arrived within a 4 - 6 working days please check the shipping details entered at checkout to ensure they are correct. If all details are correct and 14 days has passed, please contact a member of our customer services team via messager or email. We will track the package for you and resolve any issues as a matter of urgency.
Does my product come with a warranty?
Please check our Return Policy page for details on all product warranties.
The item I am looking for is out of stock, when will you have it in?
We try our best to ensure all items on the NewVaping website are in-stock, but sometimes popular items sell out quickly. If an item isn’t available, you can also contact us via messager, or by email.
How do I cancel my order?
If you would like to cancel an order we will need to be notified as quickly as possible that you no longer want the items.
You can cancel an order in the following situations: you have not collected a payment for the order; you have collected a payment for the order, but no items have been fulfilled. We fulfill all orders within 48h after placing order. Please contact us via messager or email, complete with your order number we will do our best to cancel the order if your order has already been marked as fulfilled
If your order has already been dispatched, you can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition by video or picture. You have 28 days in which to do this.
I want to change my order/address?
If you have just placed an order and want to change the address please contact us as soon as you can via messager or by email and we may be able to help.
Please contact us with your order number and new shipping address and we will do our best to change the order before it is dispatched.
If you have already received a dispatch email notification unfortunately it is too late to make changes to your address. In cases like this, we are unable to take any action until the package is returned to us. Once we receive the order back we can arrange shipping to a new address.
How do I view previous orders?
All previous orders are held in your account area on the website. Simply login in to your account here and view all historical orders.
How do I re-order the same items again?
In your account area there is a ‘Reorder’ button next to each item in your order history. Simply click the reorder button next to the item you want and it will instantly be added to your basket.
How do I apply discount code to my order?
You can apply your discount code when in the Checkout area of the website. There is a empty box on the right hand side of the checkout page, insert the applicable code here and hit ‘Apply’. This will update the cart value automatically for you.
Can I use multiple discount codes on the same orders?
Unfortunately you are unable to use multiple discounts per order. When redeeming reward points these currently are converted to discount codes, therefore you are unable to use a discount code as well as reward points.
Shipping Queries
Do you ship to my country?
We ship to Europe. The exact countries we ship to and pricing please refer to below. If you have further questions please get in contact.
For UK: you can choose shipping via Parcel Force or Royal Mail.
Parcel Force Express 24: Offer free shipping for purchases over £45
Parcel Force Express 24: Purchase is £0.00 – £29.99 £2.99 freight
Royal Mail: £1.99 freight
For other European countries: all packages shipped via Parcel Force International.
Austria/Czech Republic/Guernsey/Italy/Jersey/Portugal/Slovakia/Slovenia/Spain/Italy
£5.99.
Belgium/Denmark/France/Germany/Luxembourg/Monaco/Netherlands
£4.99.
Bulgaria/Croatia/Estonia/Finland/Greece/Ireland/Latvia/Lithuania/Romania/Sweden
£6.99.
Does my order come with a tracking code?
If you are in the UK and choose to ship your items via Royal Mail, you will not receive the tracking code. You will receive a shipping confirmation when your is dispatched. If you choose to ship your items via Parcel Force, you can be tracked via your personal account area. We will also email you a shipping notification with the tracking code.
For orders from outside the UK, they will be sent tracked and require a signature upon delivery.
How long will my order take to arrive?
UK Delivery is normally 1 - 2 working days
Mainland Europe 3 - 7 working days
Rest of the world 5 - 14 days
What is my tracking code?
If you opted for a postal service that comes with tracking, it will be on your shipping email and in your account area. If you do not see your tracking code but opted for a tracked service please contact us via messager or by email.
How quickly are orders dispatched?
All orders are dispatched same day or the next day, Monday to Friday. Orders placed on a weekend (Saturday - Sunday) will be processed the following Monday.
Bank Holidays are the only exception, if an order is placed on a public holiday they will be processed the next working day.
Has my order been dispatched yet?
You will receive a shipping confirmation when your order is dispatched. If you have not received a shipping notification via email it means your order has not yet been dispatched. If you have any questions regarding the status of your order please contact us.
How much does shipping cost?
For UK: you can choose shipping via Parcel Force or Royal Mail.
Parcel Force Express 24: Offer free shipping for purchases over £45
Parcel Force Express 24: Purchase is £0.00 – £29.99 £2.99 freight
Royal Mail: £1.99 freight
For other European countries: all packages shipped via Parcel Force International.
Austria/Czech Republic/Guernsey/Italy/Jersey/Portugal/Slovakia/Slovenia/Spain/Italy
£5.99.
Belgium/Denmark/France/Germany/Luxembourg/Monaco/Netherlands
£4.99.
Bulgaria/Croatia/Estonia/Finland/Greece/Ireland/Latvia/Lithuania/Romania/Sweden
£6.99.
Payment & Billing Queries
Do you accept my card type?
We accept all major credit cards including Visa, Mastercard and American Express.
Do you accept Paypal?
Yes we can accept Paypal. During the checkout stage on the site there is the option to checkout using either debit/credit card or Paypal.
Why is my card payment declining?
There are a number of reasons why you might be having trouble completing your purchase. The most common problems are around your billing/card information being incorrectly entered.
Make sure the billing information is correct to the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address however if the billing address does not match the order is likely to be rejected.
Please ensure the card details have been entered correctly and that the all details including the CV2 (the 3 digits on the back of your card
or 4 digits on the front if using Amex) are correct.
Finally check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.
If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.
If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem.
Problems with My Order
My order arrived incomplete/items in my order are incorrect?
If your order arrived incomplete or there was a mistake please contact our customer services team via the contact us page quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency and we will endeavour to resolve the issue.
I am having problems with the items I ordered, what do I do?
Should you start to encounter problems with an item purchased through NewVaping please get in contact. Our customer services team member who will be in touch to either resolve the problem or arrange for a replacement to be sent out.
All products sold on the NewVaping website come with a warranty. For further details please view our Return Policy page.
My items arrived broken or damaged what do I do?
Please contact us immediately via the contact us page if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged we may not be able to help.
