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Frequently Asked Questions
General
WHO CAN USE VUSE DEVICES? expand_more
Vuse e-cigarettes are designed for adult smokers and adult users of nicotine products. They're not suitable for: people under the age of 18; people who are allergic/sensitive to nicotine; pregnant or breast-feeding women; people who should avoid tobacco or nicotine products for medical reasons; people with an unstable heart condition, severe hypertension or diabetes. Keep Vuse products out of reach of children and pets.
WHAT IS AN ELECTRONIC CIGARETTE?expand_more
Used by adult smokers who prefer a vaping experience, e-cigarettes are battery powered electronic devices which hold a liquid that normally contains nicotine unless you buy our zero-nicotine strength. There is no combustion, so the user inhales the liquid's vapour, rather than smoke. Although the nicotine is derived from tobacco, e-cigarettes do not contain tobacco.
WHERE CAN I PURCHASE VUSE PRODUCTS? expand_more
The largest variety of our products, including all strengths and flavours, should always be available at vuse.com (subject to availability). Vuse Products can also be purchased from our verified retailers. You can find your nearest retailer via our Store Locator
CAN I TRUST VUSE QUALITY? expand_more
Here at Vuse we apply industry-leading product quality and consumer safety standards to all our devices and e-liquids. All Vuse products are tightly regulated, comply with UK and EU laws and have been notified to the UK Medicines and Healthcare products Regulatory Agency (MHRA).
CAN I TRAVEL ABROAD WITH VUSE PRODUCTS? expand_more
We always advise to check with your airline before travelling. It is also important to check the countries’ laws and regulations regarding electronic cigarettes and vaping. Have a read of our blog post: Can I vape on a plane
HOW DO I CONTACT CUSTOMER CARE IF I NEED ASSISTANCE? expand_more
You can contact the Customer Care team via telephone on 0800 1337 350. Our Customer Care team is available from 8am - 6pm, Monday- Saturday (excluding Sundays and public holidays). You can also e-mail at info.uk@vuse.com. We aim to respond to e-mail queries within 24 hours.
Returns and Policies
DO YOU HAVE A SATISFACTION GUARANTEE?expand_more
Yes, Vuse offers a Satisfaction Guarantee on all starter kits and device kits purchased within 28 days. Please visit: Satisfaction page for more information
DO YOU HAVE A WARRANTY POLICY? expand_more
At Vuse, we believe that you should have confidence in your vaping experience whichever product you choose to purchase. As a valued customer, you can benefit from a standard 6 month warranty on our starter kits and device kits and variable warranty on accessories. Please visit our warranty page for more information. Exclusions may apply
CAN I RETURN A FAULTY DEVICE? expand_more
All new devices and accessories come with a warranty against fault. This means that if your device or accessory stops working properly during the applicable warranty period, if all conditions are met, we can replace or repair it free of charge. For more information, please visit our Warranty page
CAN I RETURN PRODUCTS FOR RECYCLING? expand_more
We are committed to minimising our impact on the environment and adhere to the Waste Electrical and Electronic Equipment Regulations (the WEEE Regulations) in respect of all our Vuse products. If you purchase a Vuse e-cigarette from us, you are entitled to return to us any used e-cigarette and we will dispose of the device safely and ensure it does not end up in a landfill site. Please visit Disposal page for more information.
HOW DO I VIEW VUSE'S TERMS AND CONDITIONS?expand_more
You can view the full terms and conditions by visiting Terms and conditions website
Delivery
DO YOU SHIP OUTSIDE OF THE UK? expand_more
Vuse can deliver products to customers based in Great Britain and Northern Ireland, Jersey, and Guernsey.
CAN I SHIP TO A WORK ADDRESS? expand_more
Yes, you can add a workplace address in your Vuse address book, located under your account settings. We can deliver to work addresses within the United Kingdom.
HOW DO I QUALIFY FOR FREE SHIPPING? expand_more
Standard UK delivery is included on all orders. Please see our Delivery & Return policy for more information.
CAN I GET NEXT DAY DELIVERY IN MY LOCATION? expand_more
We are pleased to provide next day delivery. Please place your order before 9pm Monday to Friday and we will aim to deliver on the next day excluding Sunday's. The service is not available for the following areas; Northern Ireland, any offshore areas, Livingston, Aberdeen, Inverness and Perth. Please see our Delivery & Return policy for more information.
MY ORDER HAS NOT ARRIVED - WHAT DO I DO?expand_more
If your order has not arrived, you can track your order with the tracking number provided in your despatch e-mail. Alternatively, you can contact the Vuse Care Team on 0800 1337 350 or info.uk@vuse.com.
I WASN'T IN WHEN MY ORDER ARRIVED - WHAT DO I DO?expand_more
If you were not available to receive your order on the day of delivery, you can continue to track your parcel. Our couriers will attempt to delivery your parcel again for the next two days, before they return the parcel to us.
WHEN ARE ORDERS DESPATCHED? expand_more
We aim to despatch all orders on the same day, however there may be certain exclusions to this where you have placed your order later in the day or have selected a specific delivery method. Please see Delivery & Return policy for more information.
DO YOU SHIP DURING BANK HOLIDAYS AND WEEKENDS? expand_more
Our delivery service does not include shipment during Bank Holidays and weekends. If you choose to place an order during this period, we will aim to ship it on the next working day. Please see our Delivery & Return policy for more information.
Orders
MY ORDER STATUS IS COMPLETE BUT I HAVE NOT RECEIVED IT - WHAT DOES THIS MEAN? expand_more
If your order shows as ‘complete’, this means we have despatched your order to our couriers. You can check your delivery status with our couriers using the tracking number provided in the despatch e-mail
WHICH PAYMENT METHODS DO YOU ACCEPT? expand_more
We accept debit, credit and Mastercard.
CAN I PLACE MY ORDER OVER THE TELEPHONE? expand_more
Yes, you can call our Vuse Care Team on 0800 1337 350 and we will be happy to take your order over the phone. We accept Visa debit, credit and Mastercard payments over the telephone. You will receive an order confirmation via e-mail when the order has completed.
WHERE CAN I APPLY A DISCOUNT CODE? expand_more
To enter your discount code, click on the ‘view basket’ option when you have added the items to your basket. You can then apply your code in the box provided.
CAN I AMEND MY ORDER ONCE IT HAS BEEN PLACED? expand_more
Orders cannot be amended once they have been placed. We recommend reviewing your basket before proceeding to the checkout. If you wish to cancel your order following delivery, please wait for your delivery and return/cancel it according to the Delivery & Return T&C’s here: Delivery & Return policy
CAN I USE A NON-UK CARD FOR ORDERS? expand_more
Due to our 3D secure payment system, only cards registered within the United Kingdom will be accepted.
Account information
WHY IS AGE VERIFICATION NEEDED? expand_more
We only accept orders from people aged 18 years or over to a registered postal address in the UK. It is against UK law to sell electronic cigarettes to anyone under the age of 18.
WHY CAN'T I VERIFY MY AGE? expand_more
Please ensure to enter your details as would appear on the Electoral Roll. This would exclude nicknames, abbreviations and work/unregistered addresses as billing information. If the system cannot identify you after entering your details accurately, please contact with our Vuse Care Team on 0800 1337 350 or alternately, email – info.uk@vuse.com
CAN I USE AN ADDRESS OUTSIDE THE UK FOR BILLING INFORMATION? expand_more
Due to our 3D secure payment system, only addresses registered within the United Kingdom will be accepted.
CAN I CHANGE MY DELIVERY DETAILS? expand_more
Yes, you can add an alternative delivery address in your Vuse address book, located under your account settings. If you have placed an order but would like to change the address once the order has been placed then please contact the Vuse Care Team on 0800 1337 350 as soon as you can, and we can amend this for you.
HOW CAN I SEE MY PAST ORDERS? expand_more
You can view your past orders by logging into your account and selecting ‘Previous orders’.
Subscriptions
Subscription T&C’s are described in a separate FAQ. Please follow for more information here.Â
Quality
Vuse Devices and troubleshooting
eTank Pro 2
ePen
eLiquids
Charging and Battery
WHAT DOES mAh MEAN?expand_more
The mAh stands for milliampere hour and indicates the electrical capacity of smaller batteries.
HOW LONG DOES A VUSE DEVICE LAST FOR? expand_more
A well maintained and regularly used Vuse device is designed to last at least 12 months but will depend on your personal vaping behaviour. Vuse Devices should last for about 300 full charge/discharge cycles, before battery efficiency to deteriorate. This is common with all lithium-ion batteries but will depend on your personal vaping behaviour.
HOW SHOULD I CHARGE MY VUSE DEVICE? expand_more
To avoid risk of fire, injury and/or damage to your Vuse product or other property, only charge your Vuse device with the equipment provided in your kit, or with compatible charging accessories (available at vuse.com). E-cigarettes should NOT be charged using the USB ports of televisions, or other audio-visual equipment that is not specifically designed for the purposes of charging lithium ion cells.
WHERE CAN I PURCHASE ACCESSORIES FOR MY VUSE DEVICE? expand_more
You can find our full range of accessories for your Vuse device here.
