Frequently Asked Questions
The questions we're actually asked, answered straight. Product-specific questions live on each product page; these are the store-wide ones.
Orders & delivery
How much is delivery?
Delivery is free on orders over £35. Full options, costs and timescales are in our Shipping Policy.
Do you deliver to my postcode?
We deliver across the UK; some remote postcodes take longer — details in the Shipping Policy.
How do I use a discount code?
Enter it in the discount box at checkout. Codes can't be combined with other codes.
Returns & problems
What's your returns policy?
30 days on unused, unopened items with seals intact. Opened kits, pods and liquids can't be returned for hygiene reasons unless faulty. Full details: Refund Policy.
My device arrived faulty — what do I do?
Contact us within 48 hours of delivery with your order number and photos or video — faulty items are covered under our Dead on Arrival policy with replacement or refund.
How fast are refunds?
Processed within 24 hours of your return reaching us; your bank then typically takes 3–5 working days to show it.
Vape law & compliance
Are your vapes legal after the disposables ban?
Yes — everything we sell is rechargeable, refillable or pod-replaceable, which is exactly what the ban requires. The ban removed single-use devices, not the flavours or the format you're used to. Full explainer: our ban guide.
Why is every tank and pod 2ml?
UK TPD law caps tanks and pods at 2ml and nicotine at 20mg (2%). Bigger "puff counts" come from replaceable pods or refill systems, not bigger tanks.
Are puff ratings real?
They're manufacturer maximums measured under lab conditions — real-world use lands below them. It's why our cost calculator counts every rating at half.
Age verification
Do you verify age?
Yes — Vape Up is strictly 18+ and every order is age-verified. Orders that fail verification are refunded.
Choosing products
What nicotine strength should I choose?
Depends on what you smoke or vape now — our strength guide maps it in two minutes.
What replaced disposables?
Three routes: prefilled pod kits (closest feel), big puff kits (lowest cost per puff), and refillable kits with nic salts (cheapest overall). Our buying guide compares them properly.
Still stuck?
Contact us — real people in Manchester, happy to recommend against the expensive option when the cheap one is right.