FREQUENTLY ASKED QUESTIONS
Can I place an order without an account?
Yes, we have a guest checkout option so no additional information will be needed, just your email and delivery address. The benefit of having an account means you’ll be able to see all your past orders and check your tracking codes. We’ll also be able to update you on special offers and promos if you’re an account holder.
How do I login to my account?
There is a ‘Log in’ link at the top right in the header of the website. Click on that and you’ll be taken to the page where you’ll need to enter your email and password to access your account. Here, you’ll be able to see the status of current orders as well as all your previous orders.
I’ve forgotten my password, how can I reset it?
If you’ve forgotten your password you can reset it in the account login area. Click the ‘Forgot your password?’ link and you’ll be asked to enter your email. We’ll then send you a link to update your password.
Where is my order, did it go through?
Once you’ve confirmed your order, you’ll get an ‘Order Successful’ screen with an order reference number. You’ll also get an order confirmation email and once it’s been shipped we’ll send another email (with tracking information if you’ve selected ‘Tracked’ when you checked out). You’ll also be able to see the status of your order in your account page. If you think your order has gone through but it isn’t showing up, please get in touch and one of our staff will be able to help check it for you.
How do I access my order information?
Aside from a confirmation email, all your complete orders will show up in your account area. If your order came with tracked shipping you’ll also be able to find that information there too.
Why haven’t my items arrived yet?
We ship all orders via Royal Mail, depending on where you are, your order can take up to 14 days to arrive, you can check our estimated shipping times here. If you’re in the UK you can typically expect your order to arrive within 2-3 days. If you still haven’t got your order in 2-3 days please double check your shipping information is correct in your email confirmation or account area. Once 14 days have passed, if you still haven’t got it, get in touch with us through the support ticket system. We’ll track the package for you and resolve any issues as quickly as possible.
Do my products come with a warranty?
You can check our warranties page for full details on all products.
Something I want to order is listed as out of stock, when will you have it back in?
We do our best to make sure our full range is always in stock but sometimes popular items sell out faster than we anticipate. If there’s something you’d like that isn’t in stock, you can enter your email on the product page to be notified when we get more in. You can also contact us directly and we can give you an estimated time.
How do I cancel my order?
If you’d like to cancel an order we’ll need to know as soon as possible that you no longer want it to be processed as we endeavour to ship all orders the same day when placed before 4pm. If we’re contacted after that time we might not be able to cancel it before it ships.
Please get in touch with us either through live chat or submit a ticket with the order number of the order you’d like to cancel.
Even if the order has already been dispatched, you can still cancel the order by returning it to us within 14 days. All items must be unopened and in re-saleable condition.
I’ve placed an order but I want to change the delivery address, can I do that?
If you’ve placed an order and want to change the address, please let us know as soon as possible. As we ship all orders on the same day when they’re placed before 4pm, we need to be able to update before it leaves us. Please get in touch with your order number and the updated address you’d like your order to be shipped to and we’ll do our best to make the update for you.
If you’ve already got a dispatch confirmation email we won’t be able to take any further action until the parcel is returned to us. Once it’s back at our dispatch centre we can arrange shipping to a new address.
Where can I see previous orders?
When you sign into your account, all your previous orders will be stored there.
Can I re-order the same items again?
When you’re in your account area you’ll find a ‘re-order’ button next to everything you’ve ordered, just click that next to the relevant item and it’ll be added to your basket.
Where do I apply a discount code to my order?
When you go to checkout, there’s a box you can paste/type in your discount code. Click apply and the cart value will update automatically for you.
Can I use more than one discount code on the same order?
Currently only one discount code can be applied at the checkout. If the items you’re buying have an additional discount store wide, you’ll get both discounts in that instance.
How can I claim my 10% discount code for signing up to the newsletter?
Once you’ve put your email address in the newsletter popup or at the footer of the website, you’ll get verification email then another email with your discount code.
PROBLEMS WITH MY ORDER
My order was missing some items/I’ve received the incorrect item?
If you’ve got an issue with something you’ve ordered at E-Liquids Superstore, please get in touch with our customer support team so they can help you. You can file a ticket or drop us an email and we’ll be able to come up with a solution.
I’m having problems with something I ordered, what do I do?
If it’s a technical fault with an e-cig or piece of kit we may need it to be returned to us for testing. If this is required we’ll issue you with a returns form and a paid postage label so you can get it back to us at no extra cost. For further details regarding products warranties please view our warranties page.
My items arrived broken or damaged what do i do?
If part of your order has arrived damaged, please let us know immediately. If we’re not notified within 14 days of arrival that a product is damaged we may not be able to help.
Do you ship to my country?
E-Liquids Superstore ship worldwide. If you need further information on exact countries we can ship to please check out the Shipping and Returns page. Beyond that, if you need more information, please get in touch with us directly.
Does my order come with a tracking code?
If you’re in the UK, we’ll ship your order with Royal Mail 2nd Class and doesn’t come with tracking. If you’d like to be able to track your shipment, you can add this as an option when you complete your order. If you’d like your order shipped with tracking you can upgrade for £1.99 to our Royal Mail 24hr service. All parcels sent with Royal Mail First Class shipping come with a confirmation code and will let you know when the items have been delivered.
If your order is valued £50 or more it’ll get shipped with Royal Mail Tracked 24 hour service and you’ll be able to find the tracking details in your account. You’ll also get a shipping confirmation with the tracking code once your order has been dispatched.
For orders going overseas out of the UK they’ll be sent with tracked international shipping and will need a signature upon delivery.
How long will my order take to arrive?
UK Delivery is normally 1-3 working days, unless it’s Royal Mail 24hr service in which case you’ll get it next day.
Mainland Europe is 3-7 working days
Rest of the world is 5-14 days
How will my package arrive?
To make sure your items arrive safely and in tact, we package everything in bubble wrap, crush proof envelopes or boxes. There won’t be any reference to the contents of the package or where it’s shipped from so it’s very discrete.
Where can I get my tracking code?
If your order qualifies for tracked shipping, or you added it on as an option at the checkout, you’ll get your tracking code in an email. You can also find it in your account area. If you selected tracked shipping but can’t see it anywhere, please let us know and our customer support team will be able to help.
How quickly are orders dispatched?
All orders will be packaged and dispatched the same day if you’ve placed them before 4pm Monday to Friday. Orders placed on Saturday or Sunday will be dispatched the following Monday. If an order is placed on a Bank holiday, they’ll be shipped out the next working day.
How will I know when my order has been dispatched?
We’ll let you know when your order has been dispatched by sending you an email, you can also check the status of an order in your account area. If you haven’t got an email yet, your order hasn’t been posted.
How much does shipping cost?
You’ll get free shipping in the UK when your order value is £15 or more. If you’d like more information about shipping options and associated costs, have a look at our Shipping and Returns page.
If you are outside of the UK, the shipping rate is a flat fee of £8 up to 300 grams and will vary after that based on weight.
Do you offer next day shipping?
We do, you’ll find your shipping options at the checkout and next day shipping within the UK is £6.99 or free on orders over £100. To guarantee your order qualifies for next day shipping please make sure you’ve placed it before 4PM Monday to Thursday. Guaranteed next day shipping orders placed after 4PM on a Thursday or Friday will be processed the following Monday. If you’d like to get your order on a Saturday please select the Saturday Delivery option, the cut off for this service is 4PM on Friday.
PAYMENT & BILLING QUERIES
Which card types can I use to pay?
Any major credit card types will work including the likes of Visa, Mastercard and American Express.
Do you accept Paypal?
We do accept PayPal, you’ll see the option to use PayPal at the checkout when you select your payment method.
Why is my card payment declining?
There are a few reasons your card might decline at the checkout. Typically, the most common problem is that your billing/card information has been entered incorrectly.
- Make sure the billing information is correct and that the billing address matches the address associated with the card you’re using. You can select a different shipping address but if the billing address isn’t correct it’s likely to get rejected for security reasons.
- Check your card details have been entered correctly, from the long number on the front to the CVV security number on the back. The billing name should also match what it says on your card.
- The last thing to check is that you’re using a card type we can accept. We can accept payment from Visa, Visa Debit, Mastercard and American Express (as well as PayPal).
If you’re not ordering from the UK please check with your bank that your card is able to make international purchases. Beyond that, if you’re still having issues, please contact us and we can help come up with a solution to the issue.