Vape.co.uk is a company that is one of the few online companies left with a completely human approach. We pride ourselves on both customer service and building trust with customers. There are many ways we do this. We like to go the extra mile and we like to be fast, very fast. Our commitment to speed of delivery, availability for conversation and commitment to sourcing the latest and greatest vape products is what really sets us apart. We’re no run of the mill vape retailer, we’re committed and we’re consistent.
A trusted way of vaping
As an online retailer that puts a human touch at the core of what we do, trust is absolutely vital to us. There are many ways we build trust with our customers with one being having thousands of real life human conversations with them every single week via our livechat. Another way is to encourage our customers to leave reviews to help other customers make good choices. We’re so grateful for every customer that leaves a review showcasing why Vape.co.uk is a reliable, responsible and compliant place to shop for vape products.
Over 17,000 people have already left us 5 star reviews across our platforms like TrustPilot but here are just a few stand out examples that really do mean a lot to us. Every day it blows our minds at Vape HQ that people go out of their way to say such kind and positive things about Vape.co.uk and their shopping experience.
“I’d give 10 stars if I could!”
Nothing is too much trouble for Eva and the team – I’ve chatted and chatted constantly worrying and changing my mind what will/wont suit me… They’re very patient and full of vape knowledge so if you’re new to vapes do not worry! It doesn’t even matter if you do or don’t end up making a purchase they genuinely enjoy their work you can tell. Made a few orders, very quick and easy and when one item wasn’t to my taste they offered a refund (which I didn’t need to ask for) and the helped me place a new order… I messed the new order up (too quick and added too many items!) and Eva immediately amended my new order so I could still get my items the day after. Cannot recommend enough!!!! Bravo, great to see such genuine customer service online when everyone else is using AI Bots
They got back to me within 5 mins, I emailed with an issue. The whole issue was resolved in half an hour and I recieved free vapes as compensation. They’re very nice people. I was surprised.
I’ve ordered four times (with my fifth on the way) and this store has been flawless every time. You can order as late as 7 PM for next-day delivery, even on a Sunday, with Royal Mail tracking – a huge improvement over other places I’ve used that cut off at 4 PM and NOT deliver on Sundays.
What truly sets them apart is their customer service. There’s a small chat box right on the website, and within 60 seconds, I’m speaking to a real person. This chat feature, accompanied by such an amazing team, is honestly easier than making a phone call. As someone who is disabled and relies on text-to-speech, this is a complete game changer. It’s accessible, efficient, and incredibly reassuring — I’m now a forever loyal customer.
I’ve spoken to customer service every single time I’ve ordered, and they’ve been consistently fantastic. They help you compare products, advise on strengths, and answer questions clearly and quickly. The team is kind, knowledgeable, and genuinely go above and beyond – they’re a real credit to the company.
I don’t usually leave reviews, but this store truly deserves it. With is vast range of everything really and Fast, friendly, reliable, and genuinely supportive – I won’t shop anywhere else.
These are just a few of the amazing reviews we get from our customers, day in day out. Over 17,000 people have left us 5 star reviews – if that doesn’t speak to the amount we care about our customers, we don’t know what will.
“they’re actually probably the best website I’ve ordered from for anything at all.”
vape.co.uk aren’t the best vaping website I’ve ordered from, they’re actually probably the best website I’ve ordered from for anything at all.
They’re customer service is superb, somehow managing to feel like your talking to a business owners in the local community who knows you and cares about doing their best for you. I’ve rarely come across anything remotely close to the standard they vape.co.uk maintain.
Yet somehow, they also tend to have the cheapest prices and free next day delivery too. I really don’t know how they do it, but I suspect it’s has something to do with not being greedy, and caring about other people.
Thank you for providing such a great service, you’re all awesome.
James Blake (Source, Cusrev)
The Vape.co.uk way
What is the Vape.co.uk way I hear you ask? When we were founded in 2018, we had a clear mission – to care more about our customers than anybody else online could. That means constantly showing up and constantly being available for customers. Every customer that shops with us is a privilege for us to serve, it is not our right. There are many shops you could shop at, but if you choose Vape.co.uk it’s our promise that you will be looked after as if you’re a VIP every single time.
That’s why as soon as we feasibly could, we decided to operate 7 days a week and have our livechat available from 8am until 8pm every single day (yes, including Christmas!). Every time you speak to us, you’ll come through to a human being, not a robot and we are completely committed to this.
Surprise and delight / go the extra mile
Some companies will say they go the extra mile for their customers, few rarely actually do. Just one example of this (literally) was having a customer who complained that a courier had not delivered in the timeframe specified. After not being able to sort a solution for the customer with the courier, our founder, Elliott drove a 3 hour round trip to deliver this customers parcel the very same day.
It’s not just physically driving the extra mile though, we do lots of cool things for our customers as part of our surprise and delight attitude to customer service. For example, we include a small chocolate in every single Vape.co.uk order. This is nothing more than a way of us saying thank you for shopping with us and thank you for continually trusting us to provide your vape and nicotine products every single week.
Here are some other examples of ways we’ve built incredible relationships with our customers over the years.
A customer complained that their chocolate was too small so we bought them a giant chocolate bar, wrapped it in Vape.co.uk paper (that we made ourselves) and sent them a letter asking if this was indeed now big enough?
A customer on our livechat engaging in a vaping related conversation randomly sent us a message saying “dog, just because” with a picture of his dog with sunglasses on. What did we do? We sent him a Vape branded hat for his dog for him to send a picture back in of the dog in the hat.
One of our customers complained their parcel hadn’t arrived. After an investigation with the courier, she came back a few days later explaining her kitten had stolen her vape parcel and put it in her toy box. We sent her kitten a small cat toy so she’d stop stealing the vape mail.
Working with brand partners to constantly be chucking freebies into customer parcels. If you shop with us over any length of time, there is no doubt you’ll end up with surprises and gifts in your parcels.
This is just a small insight into the way we handle customer issues and interactions. For everyone at Vape.co.uk, customer service isn’t an afterthought or a “cost”, it’s the absolute heart of everything we do. Without customers coming back and shopping with us, or having conversations with us, we wouldn’t exist and we’ll never take that for granted. It isn’t just customer interactions that set us apart though, our delivery and dispatch is incredible and bloody consistent if we do say so ourselves.
Vape.co.uk Delivery and Dispatch
Our warehouse and operation team work incredibly hard to ensure that at Vape.co.uk all orders placed within our dispatch times each day are dispatched on the same day, without exception. We pride ourselves on rapid dispatch. For example, you might place your order and noticed you receive an “order completed” email with your tracking number in a matter of minutes – this is not uncommon for us.
Not only is our dispatch fast, but almost every single one of our parcels is sent on a next day service. That means, if you order within our dispatch times, you will get your order within 24 hours. There are thousands of examples of customers getting their parcel in less than 16 hours!
You can reliably order 7 days a week within our dispatch times and get your parcel next day (yes that include Sundays). The best part is that you only need to spend £20 to qualify for Free Next Day delivery too.
Dispatch times:
Monday – Friday = Order up until 7pm for same day dispatch
Saturday = Order up until 12pm for same day dispatch
Sunday = Order up until 4pm for same day dispatch
International Shipping
Despite being born and bred in the UK, Vape.co.uk actually services customers worldwide. Outside of the UK, we ship to a huge list of countries, mostly in Europe. If you want to check if we can ship to your country, you can simply ask our customer services team. Due to Brexit, some countries now have restrictions but if we can ship to you, we absolutely will.
Our comprehensive shipping information including terms and conditions, dispatch times and courier details can all be found here.
Customer Service Speed
In 2025, over 99% of customers received a response from our Vape.co.uk livechat in under 30 seconds. This is testament once again to our commitment to service and to speed. We won’t leave you in limbo or “waiting in a queue” just to get your issue resolved and we definitely wont make you speak to an “AI assistant”, just for you to ask it to transfer you to a human. We’re here and waiting like a game show contestant playing a round of finger on the buzzer.
When it comes to email, we have a commitment to responding to your query within 2 hours, guaranteed in our working hours (8am – 8pm 7 days a week). In fact, over 95% of customers in 2025 received a response in under one hour and 91% in under 30 minutes, beating our own guarantees by some distance.
Compliance at the core
Shopping with us isn’t just piece of mind because we’ll dispatch your order quickly, or we’ll respond to your query almost instantly but our focus on product compliance means you know you’re getting your vaping products from a trusted source. Thanks to our diligent purchasing team and excellent supply chain, we only work with diostributors and brands that meet the highest possible compliance standards. For this reason, all of our nicotine products are fully compliant with The Tobacco and Related Products Regulations 2016 (TRPR) (UK) and the Tobacco Products Directive (TPD) (EU). Not only is it regulatory compliance that we guarantee though, but also authenticity. Sadly the vaping induystry is one littered with counterfeit products. You won’t find any counterfeit products at Vape.co.uk due to our complete dedication to a legitimate supply chain, giving you complete piece of mind that you’re getting authenticity from your favourite vaping brands.
Conclusion
So if you’re reading this and wondering, is Vape.co.uk the right place to get my vapes? You might want to consider just a few of our good points.
Over 17,000 5 star reviews from verified customers
Instant customer service response with a human livechat
99% of customer queries picked up on livechat in under 30 seconds
Free Next Day Delivery over £20 7 days a week
Later dispatch times – order until 7pm for next day delivery*
Same day dispatch 7 days a week.
All of the products stocked at Vape.co.uk are compliant with UK regulation
And even if we don’t get it right, you can rest assured you’ll be able to contact a human being 7 days a week, 365 days a year to resolve your issue with speed, efficiency and most importantly, empathy.
Why Vape.co.uk is trusted by thousands of vapers in the UK
Vape.co.uk is a company that is one of the few online companies left with a completely human approach. We pride ourselves on both customer service and building trust with customers. There are many ways we do this. We like to go the extra mile and we like to be fast, very fast. Our commitment to speed of delivery, availability for conversation and commitment to sourcing the latest and greatest vape products is what really sets us apart. We’re no run of the mill vape retailer, we’re committed and we’re consistent.
A trusted way of vaping
As an online retailer that puts a human touch at the core of what we do, trust is absolutely vital to us. There are many ways we build trust with our customers with one being having thousands of real life human conversations with them every single week via our livechat. Another way is to encourage our customers to leave reviews to help other customers make good choices. We’re so grateful for every customer that leaves a review showcasing why Vape.co.uk is a reliable, responsible and compliant place to shop for vape products.
Over 17,000 people have already left us 5 star reviews across our platforms like TrustPilot but here are just a few stand out examples that really do mean a lot to us. Every day it blows our minds at Vape HQ that people go out of their way to say such kind and positive things about Vape.co.uk and their shopping experience.
“I’d give 10 stars if I could!”
Nothing is too much trouble for Eva and the team – I’ve chatted and chatted constantly worrying and changing my mind what will/wont suit me…
They’re very patient and full of vape knowledge so if you’re new to vapes do not worry!
It doesn’t even matter if you do or don’t end up making a purchase they genuinely enjoy their work you can tell.
Made a few orders, very quick and easy and when one item wasn’t to my taste they offered a refund (which I didn’t need to ask for) and the helped me place a new order…
I messed the new order up (too quick and added too many items!) and Eva immediately amended my new order so I could still get my items the day after.
Cannot recommend enough!!!! Bravo, great to see such genuine customer service online when everyone else is using AI Bots
– Richard Carter (10th October 2025), Source Trustpilot
“Got back to me in 5 mins”
They got back to me within 5 mins, I emailed with an issue. The whole issue was resolved in half an hour and I recieved free vapes as compensation. They’re very nice people. I was surprised.
– Anna Carr (3rd October 2025), Source Trustpilot
“Amazing and a forever customer”
I’ve ordered four times (with my fifth on the way) and this store has been flawless every time. You can order as late as 7 PM for next-day delivery, even on a Sunday, with Royal Mail tracking – a huge improvement over other places I’ve used that cut off at 4 PM and NOT deliver on Sundays.
What truly sets them apart is their customer service. There’s a small chat box right on the website, and within 60 seconds, I’m speaking to a real person. This chat feature, accompanied by such an amazing team, is honestly easier than making a phone call. As someone who is disabled and relies on text-to-speech, this is a complete game changer. It’s accessible, efficient, and incredibly reassuring — I’m now a forever loyal customer.
I’ve spoken to customer service every single time I’ve ordered, and they’ve been consistently fantastic. They help you compare products, advise on strengths, and answer questions clearly and quickly. The team is kind, knowledgeable, and genuinely go above and beyond – they’re a real credit to the company.
I don’t usually leave reviews, but this store truly deserves it. With is vast range of everything really and Fast, friendly, reliable, and genuinely supportive – I won’t shop anywhere else.
– Danielle McTighe (5th August 2025), Source Trustpilot
“Excellent, fast customer service”
Honestly one of the best customer service in Retail in the UK at the moment
– Sarah H (22nd July 2025), Source Trustpilot
These are just a few of the amazing reviews we get from our customers, day in day out. Over 17,000 people have left us 5 star reviews – if that doesn’t speak to the amount we care about our customers, we don’t know what will.
“they’re actually probably the best website I’ve ordered from for anything at all.”
vape.co.uk aren’t the best vaping website I’ve ordered from, they’re actually probably the best website I’ve ordered from for anything at all.
They’re customer service is superb, somehow managing to feel like your talking to a business owners in the local community who knows you and cares about doing their best for you. I’ve rarely come across anything remotely close to the standard they vape.co.uk maintain.
Yet somehow, they also tend to have the cheapest prices and free next day delivery too. I really don’t know how they do it, but I suspect it’s has something to do with not being greedy, and caring about other people.
Thank you for providing such a great service, you’re all awesome.
James Blake (Source, Cusrev)
The Vape.co.uk way
What is the Vape.co.uk way I hear you ask? When we were founded in 2018, we had a clear mission – to care more about our customers than anybody else online could. That means constantly showing up and constantly being available for customers. Every customer that shops with us is a privilege for us to serve, it is not our right. There are many shops you could shop at, but if you choose Vape.co.uk it’s our promise that you will be looked after as if you’re a VIP every single time.
That’s why as soon as we feasibly could, we decided to operate 7 days a week and have our livechat available from 8am until 8pm every single day (yes, including Christmas!). Every time you speak to us, you’ll come through to a human being, not a robot and we are completely committed to this.
Surprise and delight / go the extra mile
Some companies will say they go the extra mile for their customers, few rarely actually do. Just one example of this (literally) was having a customer who complained that a courier had not delivered in the timeframe specified. After not being able to sort a solution for the customer with the courier, our founder, Elliott drove a 3 hour round trip to deliver this customers parcel the very same day.
It’s not just physically driving the extra mile though, we do lots of cool things for our customers as part of our surprise and delight attitude to customer service. For example, we include a small chocolate in every single Vape.co.uk order. This is nothing more than a way of us saying thank you for shopping with us and thank you for continually trusting us to provide your vape and nicotine products every single week.
Here are some other examples of ways we’ve built incredible relationships with our customers over the years.
This is just a small insight into the way we handle customer issues and interactions. For everyone at Vape.co.uk, customer service isn’t an afterthought or a “cost”, it’s the absolute heart of everything we do. Without customers coming back and shopping with us, or having conversations with us, we wouldn’t exist and we’ll never take that for granted. It isn’t just customer interactions that set us apart though, our delivery and dispatch is incredible and bloody consistent if we do say so ourselves.
Vape.co.uk Delivery and Dispatch
Our warehouse and operation team work incredibly hard to ensure that at Vape.co.uk all orders placed within our dispatch times each day are dispatched on the same day, without exception. We pride ourselves on rapid dispatch. For example, you might place your order and noticed you receive an “order completed” email with your tracking number in a matter of minutes – this is not uncommon for us.
Not only is our dispatch fast, but almost every single one of our parcels is sent on a next day service. That means, if you order within our dispatch times, you will get your order within 24 hours. There are thousands of examples of customers getting their parcel in less than 16 hours!
You can reliably order 7 days a week within our dispatch times and get your parcel next day (yes that include Sundays). The best part is that you only need to spend £20 to qualify for Free Next Day delivery too.
Dispatch times:
Monday – Friday = Order up until 7pm for same day dispatch
Saturday = Order up until 12pm for same day dispatch
Sunday = Order up until 4pm for same day dispatch
International Shipping
Despite being born and bred in the UK, Vape.co.uk actually services customers worldwide. Outside of the UK, we ship to a huge list of countries, mostly in Europe. If you want to check if we can ship to your country, you can simply ask our customer services team. Due to Brexit, some countries now have restrictions but if we can ship to you, we absolutely will.
Our comprehensive shipping information including terms and conditions, dispatch times and courier details can all be found here.
Customer Service Speed
In 2025, over 99% of customers received a response from our Vape.co.uk livechat in under 30 seconds. This is testament once again to our commitment to service and to speed. We won’t leave you in limbo or “waiting in a queue” just to get your issue resolved and we definitely wont make you speak to an “AI assistant”, just for you to ask it to transfer you to a human. We’re here and waiting like a game show contestant playing a round of finger on the buzzer.
When it comes to email, we have a commitment to responding to your query within 2 hours, guaranteed in our working hours (8am – 8pm 7 days a week). In fact, over 95% of customers in 2025 received a response in under one hour and 91% in under 30 minutes, beating our own guarantees by some distance.
Compliance at the core
Shopping with us isn’t just piece of mind because we’ll dispatch your order quickly, or we’ll respond to your query almost instantly but our focus on product compliance means you know you’re getting your vaping products from a trusted source. Thanks to our diligent purchasing team and excellent supply chain, we only work with diostributors and brands that meet the highest possible compliance standards. For this reason, all of our nicotine products are fully compliant with The Tobacco and Related Products Regulations 2016 (TRPR) (UK) and the Tobacco Products Directive (TPD) (EU). Not only is it regulatory compliance that we guarantee though, but also authenticity. Sadly the vaping induystry is one littered with counterfeit products. You won’t find any counterfeit products at Vape.co.uk due to our complete dedication to a legitimate supply chain, giving you complete piece of mind that you’re getting authenticity from your favourite vaping brands.
Conclusion
So if you’re reading this and wondering, is Vape.co.uk the right place to get my vapes? You might want to consider just a few of our good points.
And even if we don’t get it right, you can rest assured you’ll be able to contact a human being 7 days a week, 365 days a year to resolve your issue with speed, efficiency and most importantly, empathy.