About Us
Vape.co.uk was founded in 2019 when two university friends (Elliott & Darren – our co-founders) decided they were going to simplify a really confusing industry and help smokers quit using vaping. They found out the hard way just how confusing it would become when Elliott tried to quit smoking with vaping but couldn’t get his head around the language (thankfully he’s quit now). That led to the idea to launch Vape.co.uk, noticing that the demand for vaping products online was increasing as consumers favoured convenience in vaping just as in every other area of their lives.
So our mission was simple, offer expert advice with simple language as if you were in a shop, but online. Vaping has changed a lot since then, with less sub-ohm this and RDA that, much to our relief. One thing that has never changed is our commitment to keeping things simple for customers and offering them excellent service online as if they were standing in front of us.
Fast forward to today and Vape.co.uk has established itself as a leading retailer in the UK, stocking over 15,000 products and serving hundreds of thousands of customers across the UK all from our Leicestershire office and warehouse (just 7 miles from where the Vape.co.uk concept was thought up).
Our promise to you, our customer
As our customer, we promise many things but most of all we promise to give you a simple way to quit smoking, with authentic, compliant and trusted products from reputable suppliers and customer service that is world class.
Customer Service as our priority
Customer service remains and always will be our top priority, above everything else. Without customers trusting us day in day out, week in week out, we would not exist. That’s why we put customer service at the very top of our list when we make decisions. We also have committed and pledged to retain a UK based, human livechat for as long as we exist. We firmly believe even in a digital world, you cannot replicate human help. That’s why, as our customer you’ll never be interacting with a bot or AI when it comes to contacting our Helpers team (named after their real job, to help you).
We maintain a 4.9/5 Trustscore with the reviews platformTrustPilot which demonstrated our commitment to excellence in service and trust. You can find the link to our Trustpilot here. We also have over 30,000 combined reviews from customers which can be found here. All of our reviews are from verified customers, further guaranteeing you complete peace of mind when shopping with Vape.co.uk.
Compliance first
Products – Fully TPD/TRPR Compliant
Our unwavering commitment to product compliance sets us apart from the crowd. Our products are sourced only from trusted distributors with impeccable compliance records. Every product we stock is fully compliant with the Tobacco Products Directive (TPD) (also known as TRPR in the UK). Additionally, every vape kit, pod and nicotine product we stock is registered with the Medicines and Healthcare products Regulatory Agency (MHRA) which regulates medicines and medical devices. Our suppliers are vetted by us and must meet a criteria of strict transparency and compliance before they are approved to supply products to us. This ensure product quality and brand authenticity at every part of our supply chain.
Age verification
As a retailer of an age restricted product and being fully aware of the youth vaping issue in the UK, Vape.co.uk is entirely committed to age verifying every single customer that comes through our virtual doors. We have partnered with Experian, one of the largest and most secure financial technology companies in the world to provide market leading age verification which causes as little friction as possible to our customers whilst remaining fully compliant with our legal obligation.
WEEE Recycling
Once again demonstrating our commitment to compliance, we offer a vape recycling take back as part of our Waste Electrical and Electronic Equipment obligations. This means customers can return vapes to us where we will safely dispose of them, completely free of charge.
Our approach to delivery
The way we approach delivery is simple. We understand at our core that waiting longer than necessary for your products is not what you want. That’s why we dispatch all orders on the same day before 7pm Monday to Friday, 12:30pm on Saturdays and 4pm on Sundays. No parcel ever leaves our Leicestershire warehouse without being sent on a next day delivery service. We are completely committed to speed and reducing the time it takes from placing an order to receiving your vapes. This is why we launched VAPExpress which is our commitment to rapid dispatch and next day delivery.
Via VAPExpress, we also offer Free Next Day delivery on all orders over £20, 7 days a week.
For more information on our delivery, please click here.
How you can contact us
Another thing we are utterly committed to is being available for our customers and showing up when it counts. Vaping can be confusing, or a courier can mess up your delivery, or you might be having problems deciding what to choose. Rest assured that our dedicated helpers team are on hand to help you, 7 days a week, 365 days a year (yes, Christmas day too!). See below for our contact us information.
EMAIL: helpers@vape.co.uk
Livechat: There is a blue chat button in the bottom right of your screen, click that and someone will pick up your message almost instantly. If we’re ever not online you can leave us a message and one of the team will ALWAYS get back to you.
Customer Service Hours
8am – 8pm Monday – Sunday.
