Frequently Asked Questions

Confirmation Email

You should receive a confirmation email moments after placing your order. First check that the email isn't in a junk or spam folder. If you still cannot locate the email, ensure you typed the correct email. If you realise you've made a spelling error in your email address then please contact us ASAP so we can change it for you.

Shipping Email

You'll only receive a shipping email once your order has been dispatched. If you were expecting your order to be dispatched and you haven't received an email, ensure that you placed your order before 3:30pm Mon-Fri. If you ordered after this timeframe, your order will be dispatched the following working day.

Tracking your order is simple. There are two main ways to track your order.

Your Confirmation Email: Once your order has been dispatched by us you'll receive a shipping confirmation email. This email will contain a tracking number that is linked to Royal Mail's tracking website.

Logging Into Your Account: If you have an account with us, logging into your account will bring up your order status page. From here you can click on your order and follow the link to track your order.

I Can't Track My Order?

If you're having issues tracking your order, follow these simple steps. Sometimes Royal Mail take a few hours to update their tracking information when they've recently scanned a parcel.

Wait And Refresh The Page: If your parcel has only just been scanned by Royal Mail it can take a few hours for the tracking to update. Refresh the page and ensure you have a wifi or mobile data connection. If Royal Mail is returning something along the lines of "parcel cannot be tracked", it's best to wait a while or try on a different browser or device.

Remember The Email Used: If you have multiple email accounts ensure you're checking the correct one for your tracking email. If you believe you've entered your email incorrectly, then please contact us in order to confirm or change the email associated with the order and account.

Need to Cancel or Change Your Prime Vapes Order?

If you need to cancel or make changes to your order, please contact us as soon as possible after placing it. We can update or cancel your order up until it has been packed and shipped.

If you're trying to cancel due to a failed Age Verification, please check our Age Verification FAQs first for troubleshooting steps before requesting a cancellation.

When reaching out, be sure to have your order number and name ready to help our customer service team assist you quickly.

We partner with Royal Mail for the delivery of all parcels. At checkout, you will be able to choose from two delivery options:
Royal Mail 24: This service aims to deliver your parcel on the next working day and operates six days a week.
Royal Mail 48: This option typically delivers within 2 to 3 working days.

Both services include full tracking for your convenience. Neither services are guaranteed, however 99.5% of parcels arrive on the specified date and time.

With a Prime Vapes Account: If you have a Prime Vapes account you'll able to view all of your order information by logging into your account. 

Without a Prime Vapes Account: If you placed an order as a Guest then you'll be able to see your order information by checking the email we sent to your account. Alternatively, you can create an account with the email address you used where you'll be able to see past orders and order information.

Packaging Details
Orders are shipped in plain brown boxes or yellow jiffy bags, sealed with sellotape for security.

Shipping Label
Each parcel features a Royal Mail label with your name, address, order number, and our return address under Prime Flavours LTD.

Inside the Package
You’ll find your items, a thank you card, and, if applicable, a safety guide for vape kits or lithium batteries. We use PVA-based, 100% biodegradable and compostable packing peanuts to protect contents.

Our discreet packaging helps maintain your privacy and reduces the risk of theft or tampering.

We use a software called 1Account to verify your age. Once you place an order, 1Account will attempt to verify your age. 

The Process:

1. You Place An Order: We request your full name, billing address, and date of birth once you've paid. Please fill the fields in accurately as this is the information 1Account use to compare to your official documents.
2. 1Account Check Your Age: They do this by comparing your provided details to various databases (driving license, electoral roll, UK credit cards, passport)

If the age verification fails there are alternate ways to verify your age. It may fail due to your address not matching, or being a non-UK resident. You can still verify your age. Please send a picture of the following with your order number and name:

• Passport
• Driver's License
• Citizens Card

To: info@primevapes.co.uk

In accordance with UK law, we're required to verify the age of all customers placing an order. You must be 18 years of age or older to purchase any product from our website. This includes all items—whether they contain nicotine or not, such as non-nicotine products, accessories, and charging cables.

We conduct age verification through 1Account Age Verification after your order is submitted. By completing a purchase, you consent to this process.

This policy ensures compliance with legal requirements and helps prevent minors from accessing vaping products, contributing to a safer community for all.

There are a few reasons why your age verification may fail. 1Account uses a special software that compares your details provided against UK databases such as the electoral roll, credit info, and passport information. Click here to learn more about how 1Account works. If you're a non-uk citizen, you're not registered on the electoral roll, have no credit history, or have recently changed address, the software may not work. This doesn't mean you can't receive your order however. If you can send a picture of your valid photographic ID to info@primevapes.co.uk we will be able to verify your order and your account.

Once you've verified your age, you won't have to do it again for future orders.

If you're unable to prove your age or can't supply the correct documents we'd be happy to refund your order for you. Please contact us to request a refund. Your order will be automatically refunded after 10 working days if your order remains as an age verification fail.

No, once you've successfully verified your age, you won't have to do it again providing you use the same email address on your next order. Once your customer account is age verified, all of your orders will be verified. Keeping the same customer account also means you can collect reward points, as well as our team being able to help you more efficiently with any queries.

Online

If you've purchased a product online and and want to return it, please read our returns policy here to see the next steps.

In Store

If you've purchased a product in-store then please bring the product, receipt, and any packaging back into the store. Our helpful staff will be happy to attempt a repair, refund, or exchange for you depending on the reason for return.

We sincerely apologize if any products you have purchased are found to be faulty. To ensure a prompt resolution, please refer to the information below.

Online Purchases
If you believe your product is faulty, please contact us at your earliest convenience. We will assess the issue and advise whether the product is eligible for return. If a return is approved, we will provide detailed instructions on how to safely return the item.
When reaching out to us, please have the following information available:

• Full Name
• Order Number
• Reason For Return

For the most efficient service, we recommend contacting us via email with a clear description of the fault, along with any relevant order details.

In-Store Purchases
If you are returning a faulty product to one of our stores, please bring the item along with all original packaging and your purchase receipt.
Inform a member of our staff about the issue; in some cases, they may be able to repair the product on-site.

Depending on which method you decided on, your refund/store credit will vary in the time it takes to get to you.

Refunds

If we've issued you a refund it can take 1-5 working days for the money to appear back in your account. Working days are Mon-Fri excl Bank Holidays. If it's been more than 5 working days and the money has not been returned to your account then please contact us ASAP.

Store Credit

Store credit will be issued straight away and can be used whenever.

Discount Codes

Once a discount code has been sent to you, you can use it straight away. You can use the discount code on your next order as long as the order value is higher or equal to the discount code.

Returns of Unused, Sealed Items

Customers are responsible for the return shipping costs of any sealed, unused items. Please note that the original shipping charges from your initial order are non-refundable.

If your order qualified for free shipping and you choose to return an item from that order, we reserve the right to deduct the shipping cost (£3.84) from your refund.

Returns of Faulty Items

For items deemed faulty, Prime Vapes will cover the return shipping cost in full. To reclaim your postage costs, please email a clear photo of your receipt to info@primevapes.co.uk. We cover return postage costs up to the value of Royal Mail’s First Class Signed For service.

Please note:

• Return postage costs will only be refunded once the fault has been confirmed.
• If no fault is found upon inspection, return postage costs will not be reimbursed.
• In such cases, Prime Vapes reserves the right to charge for the cost of sending the item back to you. Alternatively, we can dispose of the item(s) at your request.
  

Signing up for our VIP Rewards Club is quick and easy, just provide your email address and create a password. Click here to join now.

As a member, you’ll enjoy exclusive, personalised discounts and be among the first to hear about new product launches.

Please note: You’ll need to verify your email address after creating your account to begin earning and redeeming reward points.

If you've forgotten your password, don’t worry—it’s easy to reset it. Simply visit our Sign In page and click on the "Forgot Password?" link. You’ll be prompted to enter the email address associated with your account.

Once submitted, a password reset link will be sent to your registered email address. Follow the instructions in the email to create a new password and regain access to your account.

If you do not receive the email within a few minutes, please check your spam or junk folder. If you continue to experience issues, feel free to contact our customer support team for further assistance.

Checking your available points is simple. Sign into your account via the top right 'person icon', or by clicking on the bottom left 'rewards' icon. Once you're signed into your account, simply press the 'rewards' icon in the bottom left of the screen. This will then display how many points you have.

Redeeming your rewards points happens in the bottom left of the screen, the 'rewards' bubble. You'll be able to track your point balance as well as redeeming points here. Once you've redeemed your points you'll receive an email with your unique code. Use this code when checking out to use your points.

125 Points = £5 Off

240 Points = £10 Off

450 Points = £20 Off

If you've lost your code or your points aren't acting as intended, please contact our customer service team who'll be happy to help.