Frequently Asked Questions
Everything you need to know about shopping with Isle of Vapes.
If you can’t find the answer, our team is here to help.
Orders & Delivery
Everything about delivery options, tracking and dispatch.
How long does delivery take?
Delivery times depend on the service selected at checkout. Your estimated delivery window will be shown before payment.
Do you offer free delivery?
Free UK delivery is available on orders over £20
Can I track my order?
Yes. Once your order is dispatched, we will send a tracking link by email where tracking is available.
What time is same day dispatch?
Eligible orders placed before the published weekday cut-off are normally dispatched the same day. Check our delivery page for the current cut-off.
Do you ship outside the UK?
Available destinations are shown at checkout. Some products may be restricted from international delivery.
Which couriers do you use?
Courier options can vary by destination and parcel type. The available service will be shown at checkout.
Can I change my delivery address?
Contact us as soon as possible. We can only amend the address before the order enters dispatch processing.
What happens if I'm not in?
The courier may attempt redelivery, leave the parcel in an approved safe place or provide collection instructions.
Do you deliver on weekends?
Weekend delivery availability depends on the courier service and destination selected at checkout.
My order hasn't arrived, what should I do?
Check your tracking first. If the delivery window has passed, contact our support team with your order number.
Same day dispatch
See our delivery information page for current dispatch times and available services.
Returns & Refunds
Returns, refunds, faulty products and order issues.
What is your returns policy?
Please review our Returns & Refunds page for the current eligibility, time limits and exclusions.
How do I start a return?
Contact our support team with your order number and the reason for your return before sending anything back.
Can I return an opened vape product?
For hygiene and safety reasons, opened or used products may not be eligible unless they are faulty.
How long do refunds take?
Approved refunds are sent to the original payment method. Your bank may take additional time to show the credit.
What should I do if my item is faulty?
Stop using the item and contact us with your order number, a description of the fault and any requested photos or video.
What should I do if I received the wrong item?
Contact us before opening or using the item so we can arrange the correct next step.
Are return delivery costs refunded?
This depends on the reason for the return and the outcome of the assessment. Our returns policy explains when costs are covered.
Can clearance items be returned?
Clearance items remain subject to our published returns terms unless a stated exception applies.
Products & Devices
Help with vape kits, pods, coils and compatibility.
Which vape kit is right for me?
Consider your experience level, preferred inhale style, battery needs and the type of e-liquid you plan to use.
What is the difference between MTL and DTL vaping?
MTL is a tighter inhale similar to drawing on a cigarette. DTL is a more open inhale intended for larger vapour production.
How do I know which coil or pod I need?
Check the exact device model and the compatibility information on the product page or packaging.
Why does my vape taste burnt?
A burnt taste can indicate a dry or worn coil, unsuitable power settings or insufficient time for the coil to absorb e-liquid.
How often should I replace my coil?
Replace it when flavour drops, vapour weakens or a burnt taste develops. Lifespan varies with use and e-liquid.
Why is my vape leaking?
Vape leaking can occur due to several reasons:
Check that the pod or tank is correctly fitted, not over filled, seals are intact and the device is using a suitable e-liquid.
Can I use any charger with my vape?
Use the charging cable and power source recommended by the manufacturer. Avoid damaged cables or unsuitable high-output chargers.
How should I look after my vape battery?
Keep it dry, avoid extreme heat, inspect it regularly and stop using it if the battery or casing is damaged.
Are all pods compatible with all devices?
No. Pods are usually designed for specific device families. Always confirm compatibility before ordering.
Where can I find product instructions?
Check the product packaging, manufacturer documentation and the relevant product page.
E-Liquids
Nicotine strengths, PG/VG, flavours and e-liquid use.
What nicotine strength should I choose?
The right strength depends on your previous smoking habits and device type. Seek professional stop-smoking advice if you are unsure.
What is the difference between nic salts and freebase e-liquid?
Nic salts are commonly used for a smoother inhale at higher strengths, while freebase nicotine can feel stronger on the throat.
What do PG and VG mean?
PG carries flavour and gives more throat hit. VG is thicker and produces more vapour.
Which e-liquid is best for pod kits?
Many pod kits work best with balanced or higher-PG e-liquids. Check the device guidance before use.
Can I use high-VG e-liquid in any device?
No. High-VG liquid is thicker and may not wick correctly in low-power pods or small coils.
Why has my e-liquid changed colour?
Nicotine and flavour ingredients can darken over time, especially after exposure to light, warmth or air.
How should I store e-liquid?
Keep it upright in a cool, dark place, securely closed and out of reach of children and pets.
What does TPD compliant mean?
It means the product is supplied in line with applicable UK tobacco and related product requirements.
Are e-liquids suitable for people who do not smoke?
No. Vaping products are intended for adult smokers or existing adult vapers and are not for non-smokers.
How do I choose a flavour?
Start with flavour families you already enjoy, then use our flavour collections and guides to narrow the choice.
Payments & Account
Accounts, payments, security and age verification.
Do I need an account to place an order?
Guest checkout may be available, although an account can make order history and rewards easier to manage.
How do I reset my password?
Use the password reset link on the account sign-in page and follow the email instructions.
Which payment methods do you accept?
The available payment methods are shown securely during checkout.
Is my payment information secure?
Payments are processed through secure payment providers. Isle of Vapes does not display your full card details.
Why has my payment been declined?
Check your billing details, available funds and bank security checks. Your bank can provide more detail about a decline.
Can I change an order after paying?
Contact us immediately. Changes are only possible before the order enters dispatch processing.
Where can I view my previous orders?
Sign in to your customer account and open the order history area.
How do I update my account details?
Sign in and edit the available profile or address details in your account.
Why do you need to verify my age?
UK law requires vaping products to be sold only to adults aged 18 or over.
Can I delete my account?
Contact support to request account deletion, subject to information we must retain for legal or transactional reasons.
Rewards & Points
How points are earned, redeemed and managed.
How do Isle of Vapes Rewards work?
Eligible account activity and purchases can earn points that may be redeemed in line with the rewards terms.
How do I earn points?
Sign in before completing eligible purchases and review the rewards page for any additional earning actions.
How do I redeem points?
Sign in, open your rewards area and follow the available redemption options.
Do reward points expire?
Expiry rules are shown in the current rewards terms and in your account where applicable.
Can I earn points without an account?
An account is normally required so points can be assigned and tracked correctly.
Can points be used with discount codes?
Combination rules depend on the offer. Checkout will show whether both can be applied.
When will points appear in my account?
Points usually appear after the qualifying action is confirmed and may remain pending until an order is completed.
Can points be added for a previous order?
Contact support with the order details. Adjustments are subject to the rewards terms.
What happens to my points if I return an item?
Points earned from returned or refunded items may be removed from your balance.
Where can I see my points balance?
Sign in and open the rewards section of your account.
General
Contact details, age verification and general support.
How can I contact Isle of Vapes?
Use live chat, email or telephone during the published support hours shown below.
What are your customer support hours?
Current live chat and telephone availability is shown in the support panel on this page.
Do you sell only to customers aged 18 or over?
Yes. Vaping products are sold only to customers aged 18 or over.
How does age verification work?
Age checks may be completed using the information provided at checkout and, where necessary, additional verification.
Are your products genuine?
We source products through recognised supply channels and do not knowingly sell counterfeit goods.
Where are your products dispatched from?
Orders are dispatched from our UK fulfilment operation.
How can I report a website problem?
Contact support with the page address, a short description and a screenshot where possible.
Do you offer product advice?
Yes. Our support team can help with compatibility and general product selection, but cannot provide medical advice.
Where can I read your vaping guides?
Visit our buying guides and advice content for help with devices, e-liquids and maintenance.
How do I make a complaint?
Contact support with your order number and a clear description of the issue so it can be reviewed.
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