Ordering FAQs
Browse our 12,000+ products, add items to your cart, and proceed to checkout when ready. Create an account for faster future orders and to earn loyalty points, or checkout as a guest. Choose your delivery method, enter your details, and select payment - instant bank transfer, card, or Klarna. Order confirmation arrives instantly by email. The whole process takes just a few minutes.
Monday-Friday: 4pm for all services. Saturday: 3pm for DPD services only. Sunday: 2pm for DPD services only. Royal Mail doesn't collect weekends, so those orders dispatch Monday. Click & Collect orders placed before these times are ready within 1 hour. These cut-offs ensure your order leaves our warehouse the same day.
We accept instant bank transfer (all UK/EU banks), all major credit and debit cards (Visa, Mastercard, Amex, Diners, JCB, UnionPay), and Klarna buy now pay later (UK customers only, subject to Klarna's terms). We can also take phone payments Monday-Friday 9am-4pm on 01246 260010. All payments are secure with 3D Secure V2 authentication.
You'll receive an order confirmation email immediately after placing your order, containing all order details and your order number. Check your spam folder if you don't see it within 5 minutes. This confirmation means we've received your order and it's entered our fulfilment system for processing.
Contact us immediately - if we haven't dispatched yet (usually within 2 hours), we can cancel or modify orders. Call 01246 260010 before 4pm Monday-Friday, or use live chat 8am-8pm daily for fastest response. Once dispatched, we cannot make changes, but you can use our 30-day returns policy for unwanted items.
If you realise immediately, contact us via live chat to cancel before dispatch. If already dispatched, you can return unopened items within 30 days at your cost, or if we sent the wrong item (our mistake), we'll arrange free collection and send the correct item immediately.
Unfortunately no - once an order is placed, we can't add items due to our rapid fulfillment process. Place a separate order for additional items. Orders over £30 qualify for free delivery, so consider if it's worth waiting to combine items in a new order.
Yes, it's free and available 7 days a week from our Chesterfield warehouse. Order online selecting Click & Collect, and your order's ready within 1 hour during our opening times (Mon-Fri 8am-5pm, Sat 9am-4pm, Sun 8am-3pm). You'll get a text when ready. Just come to the shutter door and call through the ring camera.
Completely safe with Ecigone. We're fully licensed, TPD compliant, use SSL encryption, and process payments through secure channels. We've been trading since 2014 with 500,000+ customers served. All orders are age-verified, tracked, insured, and covered by distance selling regulations giving you stronger protection than buying in-store.
Order confirmation arrives instantly. Age verification happens for new customers. Orders are picked and packed by our warehouse team (managed by Charlotte who runs the entire operation 7 days a week). You receive dispatch confirmation with tracking. Delivery typically next day for orders before cut-off. The entire process is smooth and tracked throughout.
Tracking FAQs
Once dispatched, you'll receive an email with your tracking number. Track directly with the courier (Royal Mail or DPD) using this number, or check your Ecigone account dashboard. Download the free Royal Mail or DPD apps for real-time updates, push notifications, and delivery management options.
Tracking numbers are sent via email within 1-2 hours of dispatch when your order enters the courier's system. If you haven't received tracking by end of day, check your spam folder first, then contact our support team. Remember weekend Royal Mail orders don't get tracking until Monday dispatch.
Yes, DPD sends text updates automatically including 1-hour delivery windows and delivery notifications. Click & Collect orders receive text confirmation when ready. Royal Mail primarily uses email tracking, but their app provides push notifications. You can set preferences in both courier apps.
First check with neighbours and any safe places you've specified. Check if someone else at your address accepted delivery. Look for a calling card from the courier. If still missing, contact us within 10 days with your tracking number. We'll investigate with the courier and arrange a replacement or refund once confirmed.
Very accurate for UK mainland - next day delivery success rate exceeds 95% for orders placed before cut-off. Royal Mail Tracked 24 and DPD Next Day are reliable services. Remote areas (Scottish Highlands, Islands, Northern Ireland) may take 2-3 days. International varies by destination but tracking keeps you informed throughout.
DPD allows redirects through their app - change to a safe place, neighbour, or pickup shop even on delivery day. Royal Mail offers redelivery options but not address changes. Set these preferences as soon as you receive tracking. Contact us immediately if you need help with redirect options.
Tracking sometimes takes a few hours to show movement after collection. Royal Mail updates less frequently than DPD. International tracking may have gaps between countries. If no updates for 48 hours on UK orders, contact us. Weekend orders might not show movement until Monday for Royal Mail.
"Order Received" - Courier has your details. "In Transit" - Parcel is moving through the network. "Out for Delivery" - With driver today. "Delivered" - Completed delivery. "Failed the Delivery" - No one available, check for calling card. "Returning to Sender" - Usually address issue or uncollected from depot.
Yes, both Royal Mail International and UPS provide tracking, though detail levels vary by destination country. You'll get major checkpoint updates (left UK, arrived destination country, with customs, out for delivery). Some countries provide less detailed tracking than UK domestic orders.
Double-check you're using the right courier website - Royal Mail numbers won't work on DPD's site and vice versa. Tracking typically activates 2-6 hours after dispatch. If still not working after 24 hours, contact our team with your order number and we'll investigate immediately.
Loyalty & Rewards FAQs
Just create an account and you're automatically enrolled - you'll get 100 points instantly to start you off. No forms, no fees, no extra steps. Every account holder is a VIP member. Start earning points on your first order and work your way up through Bronze, Silver, Gold, and Platinum tiers for better rewards.
You earn 1 point per £1 spent (more at higher tiers - 1.25 points at Gold, 1.5 at Platinum). Plus: 100 points for signing up, 50 points on your birthday, 10 points per product review, 15 points per review with photo (max 30 points per order for reviews). Points add up quickly when you're regularly buying e-liquids, coils, and devices.
You can redeem points at checkout or in your account dashboard. At checkout, you'll see a dropdown menu showing available reward vouchers based on your points balance. Select which voucher you want to apply - £5 off (250 points), £10 off (500 points), £25 off (1000 points), or £50 off (1500 points). The discount applies instantly to your order total.
Yes! This is unique to Ecigone - you can use multiple vouchers on one order. Got two £5 vouchers? Use both for £10 off. Three £10 vouchers? That's £30 off. Most shops don't allow this, but we do. You can also combine reward vouchers with discount codes - there's a separate box for each at checkout.
Bronze (0 points): 1 point per £1 spent. Silver (500 points): 1 point per £1 spent plus perks. Gold (1000 points): 1.25 points per £1 spent plus better perks. Platinum (2000 points): 1.5 points per £1 spent plus best perks. Your tier is based on total spending over 12 months, not points balance.
No minimum spend at all - use your £5 voucher on a £1.99 e-liquid if you want. We removed the spend cap because it was annoying for customers. Just remember we don't give change on vouchers, so using a £10 voucher on a £5 order means you lose £5.
Yes, points expire after 12 months if unused. We'll email you before they expire so you have time to redeem them. Check your account dashboard to see when points expire. Don't let them go to waste - even 250 points gets you £5 off.
You get 50 bonus points automatically on your birthday - our gift to you. Make sure your birth date is saved in your account settings or you'll miss out. Birthday points are added at midnight on your birthday and are immediately available to use or save.
Leave a product review and get 10 points. Add a photo to your review for 15 points instead. Maximum 30 points per order for reviews (so 2-3 reviews per order). Reviews must be genuine - we check them. Honest reviews help other customers choose, so we reward every helpful review, not just positive ones.
Points earned from that purchase are deducted from your balance when we process the return. If you've already spent those points on a voucher, your balance might go negative until your next purchase. It keeps the system fair for everyone.
No, points are tied to your account and can't be transferred, even to family members. However, you can use the Refer a Friend program where you get £10 off and they get £5 off their first order - that's the best way to share benefits.
Find your unique referral link in your account dashboard. When someone new uses it, they get £5 off their first order and you get £10 off your next order. Limited to one per household to prevent abuse. Both discounts apply automatically - no codes needed.
Three places: your account dashboard shows full details including tier status, at checkout you'll see your balance and available vouchers, or visit the loyalty page for complete information. You can also see points earned from recent orders and when points will expire.
Yes! Rewards vouchers and discount codes stack. At checkout, you'll see a dropdown for reward vouchers and a separate box for discount codes. Apply both for maximum savings. This includes sale prices too - rewards work on top of any other offers.
Points from purchases appear once your order is marked as delivered (usually 1-2 days after dispatch). Review points appear instantly once approved. Birthday and sign-up points are immediate. If points haven't appeared after delivery, contact support and we'll sort it.
Higher tiers earn more points per pound spent, plus exclusive perks like early access to sales, special tier-only discounts, priority customer service, and exclusive product launches. Platinum members (1.5 points per £1) earn 50% more points than Bronze members on every order.
Tiers are based on spending in the last 12 months, reviewed annually. Spend £500 to reach Silver, £1000 for Gold, £2000 for Platinum. Your tier can go down if spending drops, but earned points never disappear. Check your dashboard to see how close you are to the next tier.
Points only disappear if they expire (after 12 months) or if you return items. Your tier might change based on annual spending, but points you've already earned stay in your account. Even if you drop from Platinum to Gold, your points balance remains unchanged.
Yes, every pound spent earns points regardless of discounts or sales. If you buy something for £20 that was originally £30, you earn 20 points (or more at higher tiers). Points are always based on what you actually pay, not the original price.
Leave photo reviews for extra points (15 vs 10), save points for larger vouchers (better value), combine reward vouchers with discount codes and sales, ensure your birthday is registered for annual 50 points, refer friends for £10 vouchers, and maintain Gold or Platinum tier for 25-50% more points per pound spent.
Contact Us FAQ's
Live chat is definitely the quickest way to get help - average response time is just 1 minute. It's available 8am-8pm every single day of the year, including weekends and bank holidays. You'll speak to real humans who actually vape and know the products. For instant help with orders, technical questions, or product advice, live chat beats everything else.
Live chat runs 8am-8pm daily (365 days a year), email support is monitored 8am-8pm daily with responses within 1-24 hours, and phone support is available Monday-Friday 9am-4pm. Our Chesterfield warehouse is open 7 days a week for click and collect: Monday-Friday 8am-5pm, Saturday 9am-4pm, Sunday 8am-3pm. We offer more support hours than most UK vape retailers.
We guarantee email responses within 24 hours, but most are answered within 1-2 hours during our monitoring hours (8am-8pm daily). Send emails to info@ecigone.co.uk with your order number if it's about an existing purchase. Our team checks emails throughout the day, 7 days a week, so you won't be waiting long for help.
Yes, phone support is available Monday-Friday 9am-4pm on 01246 260010. You'll speak directly to our UK-based team - no call centres or outsourced support. Phone is best for complex issues, detailed technical questions, or when you need to discuss something that's easier to explain verbally. For weekend support, use live chat instead.
Absolutely. Live chat and email support run 365 days a year, including weekends and bank holidays, with the same 8am-8pm coverage. Phone lines are weekdays only, but our click and collect service operates 7 days a week. We know vaping issues don't take weekends off, so neither do we.
Unit 1 Park Road, Holmewood Industrial Park, Chesterfield S42 5UY. We're right next to Underwood Meats - you literally can't miss us. If using satnav, search for Underwood Meats if our address doesn't show up. There's free parking available and we're easily accessible from the M1 motorway.
Place your order online choosing "click and collect" at checkout. Your order will be ready within 1 hour during our opening times. You'll get an email confirmation when it's ready. Just come to our warehouse with your order number or confirmation email. Collection is free, and we're open 7 days a week with different hours each day.
Monday-Friday: 8am-5pm, Saturday: 9am-4pm, Sunday: 8am-3pm. Orders placed outside these hours will be ready when we next open. For example, order Saturday evening and collect Sunday morning from 8am. Always wait for your "ready to collect" email before travelling to avoid disappointment.
Our warehouse is set up for click and collect orders only - we're not a retail shop where you can browse. Place your order online first, select click and collect, then come to pick it up once you receive confirmation. This ensures your items are ready and waiting, saving you time.
Keep your original email and any automatic response you receive. Our team responds to emails in order received, and you'll get a reply to your original message thread. If you haven't heard back within 24 hours, check your spam folder or use live chat for immediate assistance. Include your order number to help us find you faster.
Yes, we monitor social media 7 days a week during our 8am-8pm support hours. Response times are typically within 2 hours. However, for fastest help, use live chat (1 minute response) or email. Social media is good for quick questions but not ideal for order issues or anything requiring personal details.
Email us anytime at info@ecigone.co.uk - we'll respond when support hours resume (8am daily). For urgent issues, leave a detailed message and we'll prioritise it. Our FAQ sections and product guides are available 24/7 on the website. Most common questions are already answered there.
Yes, our team includes vaping experts like Jaff Vapes who specialise in technical support. They can help with device issues, troubleshooting, coil problems, and advanced vaping questions. Available through live chat and email daily, or phone on weekdays. They know the products inside out because they use them personally.
Contact us immediately via live chat for the fastest response - we can often catch orders before dispatch. Email info@ecigone.co.uk or call 01246 260010 (weekdays) with your order number. Once dispatched, orders cannot be changed but can be returned under our returns policy. We're flexible and try to accommodate changes when possible.
Always include your order number if you have one, your email address used for the order, and a clear description of your issue. For product faults, photos or videos help massively. For delivery issues, include your postcode. The more information you provide upfront, the faster we can resolve your issue without back-and-forth messages.
Absolutely. Our support team are all vapers who know our 5000+ products thoroughly. Tell them what you currently use, what you're looking for, and your budget. They'll recommend suitable options through live chat, email, or phone. This personal service is why 79% of our customers come back - we help you find exactly what works for you.
Live chat: 1 minute average response. Email: 1-2 hours typically (24 hours maximum guaranteed). Phone: Immediate when calling during hours. Social media: Within 2 hours. These aren't target times - they're our actual performance based on thousands of interactions. Check our reviews where customers consistently praise our quick responses.
Our primary support is in English, but our diverse team can often help in other languages on a case-by-case basis. If you're more comfortable communicating in another language, mention this in your email or chat message and we'll do our best to accommodate you or find someone who can help.
Because our team builds real relationships with customers. They're not reading scripts or following rigid processes - they're genuinely helping. Regular customers know team members personally. Check our 70,000+ reviews and you'll see names like Jaff praised repeatedly. That's what happens when you employ passionate vapers who care about customer happiness.
Our Support runs 365 days a year while many close on Sundays and bank holidays. Our live chat runs 8am-8pm daily (most offer 9-5 weekdays only). We guarantee 24-hour email responses (many take 2-3 days). Our 79% retention rate and multiple customer service awards prove we're not just saying we're better - our customers confirm it with their loyalty and reviews.
Price Match FAQs
Click the "Price Match This Product" button on any product page, enter your email and phone number, paste the competitor's link showing the lower price, and submit. Our team verifies the price within 24 hours (usually same day) and sends you a one-time discount code via email. The code is valid for 48 hours and brings our price down to match the competitor's. Simple as that - takes about 60 seconds to submit.
We match UK online vape retailers, eBay stores (not private individual sellers), and Amazon stores (not marketplace individuals). The competitor must be a legitimate UK business with proper age verification, genuine products, and the item must be in stock and available for immediate purchase. We don't match EU or international retailers to ensure you get proper UK warranty and support.
Because we're already priced competitively. We check competitor prices daily and adjust ours to stay among the UK's lowest. Most customers never need to request a match because we're already cheaper or the same price. The guarantee exists as your safety net for those rare occasions when another retailer has a special offer we haven't spotted yet.
No, price match codes cannot be combined with other discount codes or sale prices. However, you can still earn and use reward points with price-matched orders now that reward points are stackable. The price match brings you to the competitor's price - that's the complete discount for that purchase.
We don't match: private sellers on eBay or Facebook, second-hand items, clearance or closing down sales, bundle deals where products are grouped, membership or loyalty pricing, prices after discount codes are applied, non-UK retailers, dropshippers, or any seller that doesn't maintain proper age verification. These exclusions protect you from fake products and ensure proper support.
Within 24 hours maximum, though most are processed same day. If you submit before 2pm on a weekday, you'll usually have your code within a few hours. Weekend submissions are processed on Monday. The code is sent to the email address you provide on the price match form, so check your spam folder if you don't see it.
Yes, but only from proper store sellers, not individual private sellers or marketplace vendors. The seller must be a registered UK business with a store presence, proper feedback ratings, and the item must be new, genuine, and in stock. We don't match auctions, used items, or "grey market" products from unauthorised sellers.
We match the total price including delivery. If they're charging £10 for the product plus £3 delivery (£13 total), and we're charging £14 with free delivery, we'll match the £13 total price. Fair comparison means looking at what you actually pay, not just the item price.
Because price is just one part of value. With Ecigone you get: 7-day live chat support (8am-8pm daily), genuine products guaranteed, next-day delivery on orders before 4pm, 30-day hassle-free returns, expert advice from real vapers, thousands of 5-star Trustpilot reviews, and award-winning customer service. Others might match our price, but they can't match our complete service package.
Your discount code is valid for 48 hours from when it's sent. This gives you plenty of time to complete your purchase while ensuring the prices we're matching are still current. The code is single-use and only works on the specific product you requested the match for.
No, price matches must be requested before purchasing. We cannot retrospectively apply price matches to completed orders. If you've just ordered and immediately found a lower price, contact our support team via live chat - if the order hasn't been dispatched yet, we might be able to help.
No, we don't match prices that require paid memberships, subscription services, or loyalty program enrollment. For example, if a competitor offers a lower price but only to their "VIP members" who pay £20 annually, we won't match that price. We match publicly available prices that any customer can access.
Just paste the competitor's URL in our price match form. The product must be clearly visible at the advertised price, in stock, and available for immediate purchase. Screenshots aren't needed - our team visits the link directly to verify current pricing. The simpler the evidence, the faster we can approve your match.
If our product is already on sale, we typically won't price match it further. However, if a competitor's regular price is still lower than our sale price, we'll consider matching it. Each case is reviewed individually to ensure fairness while maintaining our ability to offer sales and promotions.
No, we only match like-for-like single product prices. If a competitor offers "buy 2 get 1 free" or bundles multiple items together, we can't match that. However, check our own multi-buy deals and bundle offers - we often have similar or better promotions running.
The competitor's item must be in stock and available for immediate purchase when we verify the price. If they show a lower price but it's out of stock, we cannot match it. "Pre-order" or "coming soon" prices also don't qualify. The price match is for items you could actually buy right now from them.
Because not all cheap prices are legitimate. Some sellers offer suspiciously low prices on fake products, grey market items, or products near expiry. By manually reviewing each request, we ensure we're only matching genuine retailers with authentic products. This protects you from the risks that come with "too good to be true" prices.
All products on our website are eligible for price match, provided the competitor is selling the exact same genuine product from an authorised source. We don't exclude any brands or categories - if we sell it and a legitimate UK retailer has it cheaper, we'll match it.
Yes, you can request price matches on different products. Each product needs its own price match request, and you'll receive separate discount codes for each approved match. However, you can only request one price match per specific product - you can't keep requesting matches if prices drop further.
Recent matches include: Al Fakher 30K Pods matched at £3.99 (competitor price), Lancashire Creamery matched at £8.49, and Odin V2 DNA250C matched at £104.99. These real examples prove we honour our promise. We publish these examples because transparency builds trust - we don't just claim to match prices, we actually do it.
Payment FAQs
We accept instant bank transfer for all UK and EU banks, all major credit and debit cards (Visa, Mastercard, American Express, Diners, Discover, JCB, UnionPay), and Klarna buy now pay later options. Bank transfer is the most secure option as your card details never touch our website - you authorise payment directly through your banking app. All payments are protected with bank-level security.
Select bank transfer at checkout, choose your bank from the list, then you'll be redirected to authorise payment through your own banking app or online banking. Your payment details never leave your bank's secure environment. It's instant, uses biometric authentication if you have it set up, and works with all UK and EU banks. Over 14 million users trust this payment method across Europe.
Absolutely. All card payments are processed through CyberSource - a Visa-owned company handling secure payments since 1994 for over 450,000 businesses worldwide. Every transaction requires 3D Secure V2 authentication where your bank verifies it's really you. We never store card details, and all data is protected with 256-bit SSL encryption - the same security banks use.
3D Secure V2 is an additional security layer where your bank verifies you're the genuine cardholder. After entering card details, you'll be redirected to your bank to confirm the payment - usually via your banking app, SMS code, or password. This reduces fraud to near zero and protects both you and us. It's mandatory on all card transactions.
Klarna offers two options: Pay in 30 days (try before you buy) or split into 3 interest-free monthly payments. Choose Klarna at checkout for instant approval with no hard credit check. Minimum order £35, maximum £1000. You can manage payments through the Klarna app. Perfect for spreading the cost of new vape kits or bulk purchases.
No, never. We don't save any payment information on our servers. Every purchase requires you to enter payment details fresh for maximum security. This means even if someone accessed your account, they couldn't make purchases. Your financial data is processed securely and immediately discarded after the transaction completes.
Passwordless authentication is actually more secure than traditional passwords. You login with Google (using their security) or receive a verification code via email. This eliminates password theft, phishing attacks, and forgotten passwords. No passwords means nothing for hackers to steal and no weak passwords putting your account at risk.
You'll see a clear message explaining why - usually incorrect details, insufficient funds, or your bank's security blocking it. Try another payment method or contact your bank if the details are correct. Our live chat team (8am-8pm daily) can help troubleshoot. Bank transfer rarely fails as you authorise it directly through your banking app.
We don't currently offer PayPal. However, instant bank transfer provides the same security benefits - your card details never touch our website. Plus we accept all major cards with 3D Secure protection and Klarna for flexibility. These methods offer better buyer protection and faster processing than PayPal.
Yes, we accept cards from most countries worldwide. Currency conversion happens automatically at competitive rates. The same security standards apply - all international cards require 3D Secure V2 authentication. Your bank handles the conversion, and you'll see the amount in your currency before confirming.
All payments process instantly. Bank transfers confirm immediately through your banking app. Card payments authorise in real-time with 3D Secure. Once payment confirms, you receive an email receipt instantly and your order enters our fulfilment queue for same-day dispatch if ordered before 4pm.
Yes, we can take payments over the phone during our phone support hours (Monday-Friday 9am-4pm). Call 01246 260010 and our team can process your order securely. We follow strict security protocols when handling card details over the phone. Alternatively, you can place your order online through our secure checkout which is available 24/7, or use click and collect to order online and collect from our Chesterfield warehouse
No minimum order value for standard payments. Klarna requires minimum £35 order. Free delivery kicks in at £30, but you can order any amount with paid delivery. We don't impose minimums because we know sometimes you just need a single coil or bottle of e-liquid.
Refunds process within 24 hours of approval and typically appear in your account within 3-5 business days depending on your bank. Refunds go back to your original payment method. For Klarna purchases, your payment schedule automatically adjusts. Bank transfer refunds return directly to your bank account. Store credit is available as an instant alternative if preferred.
Yes, mobile checkout has identical security to desktop. SSL encryption, 3D Secure, and passwordless authentication all work perfectly on mobile. In fact, bank transfer and 3D Secure often work better on mobile as you can use your banking app directly. The mobile experience is optimised for quick, secure purchasing.
Yes, if you're logged into your account, your cart saves automatically. Come back days later and everything's still there (subject to stock availability). Without an account, carts expire after 24 hours. You can also use the wishlist feature to save items long-term without cluttering your cart.
Yes, all prices shown include VAT unless you're using an international browser, then taxes are automatically removed. The price you see is the price you pay (plus delivery if under £30). No surprises at checkout, no additional taxes. Business customers can request VAT invoices showing the breakdown, but consumer prices always include everything.
Contact us immediately via live chat or email. If your order hasn't been dispatched (usually within 2 hours of ordering), we can update the address. After dispatch, we might be able to redirect with the courier for an additional fee. Always double-check your address before confirming payment.
No, each order requires a single payment method. You can't split payment between card and Klarna, for example. However, you can place separate orders if needed. Klarna Pay in 3 effectively splits your payment over time if you need to spread the cost.
We're PCI DSS Level 1 compliant - the highest level of payment security certification. Our payment processor CyberSource is owned by Visa and handles payments for 450,000+ businesses. We use 256-bit SSL encryption, require 3D Secure V2 on all cards, and undergo regular security audits. Your payment security is guaranteed by multiple layers of protection.
Gift Card FAQs
Our gift cards are completely digital - no physical card or postage needed. Choose any amount between £25 and £100 at checkout, and we'll email the gift card code straight to you. You can then forward it to the recipient or print it off if you prefer giving something physical. The code works on everything we stock across our 12,000+ products - vape kits, e-liquids, coils, pods, tanks - with no restrictions. Perfect for last-minute gifts when you need something instantly.
Gift cards are valid for 12 months from purchase date, giving plenty of time to browse our massive range of 12,000+ products. They can be used on sale items and already discounted products, but can't be combined with discount codes or loyalty rewards at checkout. The full amount doesn't need to be spent at once - any remaining balance stays on the gift card until it expires or runs out.
You can buy multiple gift cards in separate transactions if you need different amounts or codes. Each gift card must be between £25 and £100, but you could buy several to create a larger gift. For amounts outside this range or bulk corporate orders, contact us on 01246 260010 or info@ecigone.co.uk and we can arrange something custom. Gift cards make ideal presents for vapers who are particular about their flavours or for someone switching from smoking who needs to experiment with different options.
Why Buy Vapes Online FAQ's
Online shopping gives you access to 12,000+ products compared to maybe 200-300 in a physical shop. You can shop 24/7 without rushing, compare products properly, read real customer reviews, and get everything delivered next day. Prices are 20-40% cheaper online because we don't have high street overheads. Plus no awkward conversations or pressure to buy - browse at your own pace.
Yes, significantly. Online prices are typically 20-40% lower than high street shops because we don't pay expensive shop rents or need as many staff. We also offer multibuys, clearance deals updated daily, loyalty points on every order, and a price match guarantee. A typical vaper saves £200-300 per year buying online instead of from physical shops.
Order before our cut-off times and get next-day delivery - often faster than driving to a shop, especially if they don't have what you want in stock. We dispatch 7 days a week, so even weekend orders arrive quickly. Or use Click & Collect for same-day collection in under 1 hour if you're near Chesterfield. No wasted journeys when items are out of stock.
Our online support is actually better than most physical shops. Live chat runs 8am-8pm daily with real vapers who know the products. You get the same expert advice but can research properly, check reviews, and take your time deciding. No pressure, no rush, and you can easily compare options side by side.
We're authorised retailers for every brand we sell, with products coming direct from manufacturers or official UK distributors. Everything's TPD compliant, batch tracked, and covered by full warranty. We've been established since 2014 with 30,000+ verified reviews and multiple awards. Physical shops can sell fakes too - what matters is buying from reputable retailers like us.
Age verification is actually stricter online than in shops. Every first-time customer goes through electronic age verification before dispatch - it's more reliable than someone glancing at an ID in a shop. The system checks multiple databases to confirm you're 18+. It's quick, secure, and ensures no underage sales.
Completely safe. All orders are sent in discreet packaging with full tracking and insurance. Royal Mail and DPD handle millions of parcels daily including vaping products. You can redirect to safe places, collect from local shops, or use our Click & Collect service. Much safer than carrying expensive purchases through town.
Online shopping actually gives you better protection. Distance selling regulations give you 30 days to return unwanted items (physical shops often give 14 days or nothing). Our warranty process is faster with video verification for instant approval. Live chat support helps immediately, and everything's documented for your protection.
Our product pages have multiple high-resolution images, detailed specifications, size comparisons, and hundreds of real customer reviews. You get more information than any shop assistant could provide. Plus you can research, compare, and check reviews at your own pace without someone hovering over you.
Massively better. We stock 12,000+ products versus maybe 200-300 in a typical vape shop. Everything's in stock and ready to ship. No more "sorry, we're out of that flavour" or "we should get more next week". Real-time stock levels show exactly what's available, and you can set alerts for anything temporarily out of stock.
We're a UK business based in Chesterfield, employing local staff and paying UK taxes. We've been serving the UK since 2014. The money you save shopping online gets spent in your local economy. Plus our Click & Collect service means we're effectively your local vape shop too - just with 50x more products.
It's perfect for regular orders. Save favourites, quick reorder from your account history, set up wishlists, earn loyalty points, and never run out because shops are closed. Order coils and e-liquids in bulk for free delivery. No more emergency trips when you run low - just order from your phone anytime.
Yes, through Click & Collect. Order online before 4pm weekdays (3pm Saturday, 2pm Sunday) and collect within 1 hour from our Chesterfield warehouse. It's free, there's parking right outside, and you know your items are definitely in stock before you travel.
No expensive high street rent, lower staffing costs, bulk buying power, and efficient warehouse operations. These savings go straight to you. We also don't need to mark up prices to cover quiet periods - online demand is consistent. A physical shop might need 100% markup to survive; we operate on much lower margins.
While you can't taste-test online, you get access to thousands of detailed reviews from real customers describing flavours accurately. This is often more reliable than trying one puff in a shop. Plus with lower prices, you can afford to experiment. Most shops only offer testing on a tiny selection anyway.
About Us FAQs
Shane Margereson started Ecigone in 2014 from his garage with nothing more than an eBay store and a small batch of products imported from China. His goal was simple - help UK smokers find a better alternative to cigarettes. What started as one man's passion project has grown into a family business with Shane as Founder & Marketing Director and his wife Ellie as Co-Founder & Operations Director. The mission remains the same - help people quit smoking and eventually become nicotine-free.
You've got an incredible team going above and beyond every single day. Charlotte Walton runs the entire warehouse operation, managing all the staff as Ellie's second-in-command - both working 7 days a week and actively helping on live chat and emails even outside normal hours. Laurie Ward heads customer service, Jayne Standen manages accounts, Katrina Go creates our content, Mayank Gupta maintains the website, Jason Booth handles content and image uploads, and our warehouse staff pack thousands of orders daily. Without each and every person on this team, what we do would be impossible - every day is a wow moment because everyone works beyond expectations.
Yes, very much so. Started by Shane Margeresion and co-founded with his wife Ellie, the business has grown to include family, partners, and close friends. It's a tight-knit crew where everyone knows each other and genuinely cares about what they do. This isn't some faceless corporation - it's a mostly women-led team of real people who understand vaping because they've been part of the journey since 2014.
Through extraordinary dedication. Ellie (Operations Director) and Charlotte (Operations Manager and Ellie's second-in-command) both work 7 days a week, managing operations and jumping on live chat and emails whenever needed - even outside normal hours. The warehouse team dispatches daily, customer service covers 365 days a year, and everyone goes above and beyond their roles. When you get help at 8pm on a Sunday, that might be Ellie or Charlotte personally sorting your issue.
Charlotte Walton runs the entire warehouse operation as Operations Manager and Ellie's second-in-command. She manages all warehouse staff, oversees thousands of daily orders, ensures same-day dispatch 7 days a week, and still finds time to help with customer queries on live chat and email. The fact we maintain such high standards with fast dispatch and accurate orders is down to Charlotte's leadership and the dedicated warehouse team she manages.
We're one of the few retailers genuinely committed to helping customers reduce nicotine and eventually quit vaping altogether. But beyond that, it's our team's dedication - Ellie and Charlotte working 7 days, staff going above and beyond daily, everyone genuinely caring about customer outcomes. While other shops have rigid hours and corporate structures, we have real people putting in extraordinary effort because they believe in what we're doing.
By having exceptional people who refuse to do things halfway. Every team member works above and beyond - from Charlotte running the entire warehouse operation 7 days a week to Ellie managing operations while handling customer queries at all hours. The warehouse staff take pride in perfect orders, customer service genuinely helps rather than reading scripts, and everyone treats the business like it's their own. Every day really is a wow moment watching this team work.
Best Online Vape Store UK at the Ecigclick Awards five consecutive times, plus over 20 other industry awards for customer service and retail standards - all voted for by customers. We've got 70,000+ product reviews on site and thousands more on Trustpilot with an Excellent rating. These awards reflect the incredible effort our team puts in - working 7 days, going above and beyond, treating every order like it matters.
Under Charlotte's exceptional management, our warehouse staff process thousands of orders daily, working 7 days a week for same-day dispatch. Charlotte runs the entire operation as Ellie's second-in-command, ensuring every order is hand-picked, carefully checked, and securely packed. The team's dedication is extraordinary - they're not just packing boxes, they're ensuring every customer gets exactly what they ordered, perfectly packed, every single time.
Absolutely. Laurie Ward heads customer service weekdays during working hours, with support 8am-8pm daily via live chat, plus email 7 days. But here's what's special - Ellie and Charlotte actively jump on live chat and emails even outside working hours, including weekends and evenings. When you get help at odd hours, you might be talking directly to senior management who care enough to be checking messages on their supposed time off.
It's extraordinary. Everyone works above and beyond without being asked. Ellie and Charlotte set the example working 7 days a week, and that dedication flows through the entire team. From Shane handling strategy to warehouse staff perfectly packing orders, everyone gives more than expected. It's mostly women-led, family-oriented, and focused on genuinely helping customers rather than just making sales. Every day seeing what this team achieves is genuinely a wow moment.
Completely involved. Shane (Founder & Marketing Director) handles SEO and content strategy daily. Ellie (Co-Founder & Operations Director) works 7 days a week managing operations and personally handles customer queries outside hours. They haven't stepped back to let others run things - they're in the thick of it every single day, setting the standard for everyone else to follow.
Because everyone believes in the mission and each other. When you see Ellie and Charlotte working 7 days a week, personally answering customer queries at all hours, it sets a standard. The warehouse team takes pride in perfect orders, customer service goes the extra mile, everyone supports each other. It's not about being asked to work harder - it's about being part of something where everyone naturally gives their best.
They're rarely completely off. Ellie and Charlotte work 7 days a week and check emails/live chat even during "off" hours. The team is structured so everyone can cover multiple roles - warehouse staff help with customer service, office team can pack orders if needed. Everyone knows multiple jobs because that's how a lean team delivers exceptional service. Without each person doing more than their job description, what we achieve daily wouldn't be possible.
Because we have a team that genuinely cares, working above and beyond every single day. Charlotte manages the entire warehouse operation 7 days a week as Ellie's second-in-command, both actively helping customers outside normal hours. Every team member exceeds expectations daily - from warehouse staff ensuring perfect orders to customer service solving problems. 11 years in business, 500,000+ customers served, 5-time award winners - all possible because we have extraordinary people making extraordinary effort. Every day really is a wow moment watching this team deliver.
Stock & Availibility FAQs
Products show real-time stock status on every product page. "In Stock" means we have good quantities available for immediate dispatch. "Low Stock" appears when we have 5 or less units remaining - order quickly to avoid disappointment. "Out of Stock - 1-2 days" means it's temporarily unavailable but arriving soon (common for popular e-liquids and coils). "Discontinued" means we won't be restocking. "Coming Soon" indicates new products awaiting the first batch from manufacturers.
When you see "Low Stock" warning, we have 5 or less units remaining. This real-time indicator helps you make quick decisions on products running low. Popular items might sell out within hours once low stock appears. Add to cart immediately if you need it, as we can't reserve items showing low stock.
Click the "Notify Me" button on any out-of-stock product and enter your email. Our system automatically sends notification the moment stock lands in our warehouse - usually within seconds of booking in. You'll get first chance to purchase before it sells out again. Notifications work for "Out of Stock", "Coming Soon", and discontinued items if we unexpectedly receive more stock.
Popular products like best-selling e-liquids, coils, and devices from Vaporesso, OXVA, and VooPoo restock frequently. "1-2 days" means our next delivery is already scheduled. We hold huge stock quantities of everyday items so outages are rare and brief. These products are actively being sourced with confirmed delivery dates from suppliers.
"Out of Stock" means we're actively sourcing more - expect restocking within days for popular items. "Discontinued" means the manufacturer has stopped production or we've decided not to restock. If you see "Discontinued" on something you need, check for alternative products or contact our team for recommendations.
New products sometimes offer pre-order option, especially highly anticipated releases. Pre-ordering secures your unit from the first batch - important because we're usually first in the UK to receive new vape products. You'll see estimated arrival date on the product page. Payment is taken immediately, and we dispatch the moment stock arrives. Pre-orders get priority over regular orders.
"Coming Soon" products are confirmed new releases awaiting first batch from manufacturers. We often display estimated arrival dates when available. Click "Notify Me" for instant email when stock lands. As we're typically first in the UK to receive new products, signing up for notifications gives you best chance to secure items before they sell out.
Yes, we maintain active stock of over 12,000 different products in our 4,000 sqft warehouse. Charlotte manages the entire warehouse operation 7 days a week, ensuring optimal stock levels. Popular everyday items are kept in huge quantities - we rarely run out of mainstream e-liquids, coils, or devices. Our buying power means we can maintain stock levels other shops can't match.
Most popular items restock within 1-2 days. E-liquids and coils from major brands arrive multiple times weekly. Devices from Vaporesso, OXVA, VooPoo typically restock within 2-3 days if we run out. Our procurement team monitors stock levels constantly, reordering before items run out whenever possible.
Stock updates in real-time. If someone completes checkout while items sit in your cart, availability changes instantly. During sales or for popular new releases, items can sell out quickly. If you see "Low Stock" warning, complete checkout promptly. Items aren't reserved until payment is processed.
Unfortunately no - our real-time stock system doesn't allow reservations. Items are only secured once payment completes. If something shows low stock and you need it, checkout immediately. For out-of-stock items you desperately need, contact live chat - we might have returns or cancelled orders becoming available.
Our system updates instantly as orders are placed and stock is received, with the warehouse team (managed by Charlotte 7 days a week) maintaining precise inventory. What you see online matches what's on our shelves 99% of the time. However, nothing's perfect - if we don't have an item you've ordered due to a rare stock error, one of our warehouse staff will personally call you to find a suitable alternative or arrange a refund. This personal touch ensures you're never left without options.
Yes, we often receive exclusive releases and limited editions, sometimes as UK exclusives. We're usually first to receive new products in the UK. These items sell out fast, so sign up for notifications and follow our social media for announcements. Pre-orders are available for highly anticipated limited releases.
Contact our team via live chat - we might have old stock in the warehouse, returns, or know where to source it. We can also recommend the closest alternative. Sometimes discontinued items return if manufacturers restart production, so it's worth adding email notification just in case.
Pre-orders typically open 1-4 weeks before arrival, once manufacturers confirm release dates and we've secured allocation. Estimated arrival dates are displayed on product pages. We update customers immediately if dates change. Pre-ordering guarantees you'll receive from the first batch, important for limited releases.
Some niche or slow-moving items we only reorder when out of stock to keep prices low. Limited editions may genuinely be unavailable once sold. If something's been out of stock for weeks, it might be discontinued or having supply issues. Contact us for updates on specific products.
We don't offer traditional backorders, but our "Notify Me" system achieves the same result. You'll get instant notification when stock arrives, giving you first opportunity to purchase. For bulk orders or trade customers needing guaranteed stock, contact us directly to arrange special orders.
We email all pre-order customers immediately if delays occur, with updated arrival estimates. You can cancel for full refund at any point before dispatch. We only take pre-orders when we have confirmed allocation from manufacturers, so delays are rare but occasionally happen with shipping or customs.
We maintain stock of some older products that customers still need, especially coils for discontinued devices. Our 12,000+ product range includes many items other shops have stopped stocking. If you need something specific and can't find it, ask our team - we might have it in the warehouse.
Sign up for our newsletter, follow social media, and use "Notify Me" on Coming Soon products. We're usually first in the UK to receive new releases, so our customers get first access. Check the "New Arrivals" section regularly - we add new products almost daily. Pre-orders open as soon as manufacturers confirm dates.
