FAQ’s

When are you open?

Our business hours are:
Monday to Thursday: 8.30am – 16.30pm
Friday: 8.30am-12.00pm (midday)

For our Swansea shop:
Monday to Thursday: 8.30am – 16.30pm
Friday: Open for picking up click-and-collect orders only

When will my order be dispatched?

Most orders will be dispatched by the end of the next working day.

On occasion, your e-liquid order may need to be freshly made in the lab if we don’t have any stock of pre-bottled e-liquid. In this case, your order will be dispatched as soon as it has been made.

We dispatch Monday to Friday – bank holidays excluded.

During busy periods and holiday seasons dispatch may take longer than usual. We aim to inform you of any delays as soon as possible.

When will I receive my order?

If you are located within the UK, your order should arrive within 2 days of the dispatch confirmation email. If you haven’t received your order within 7 days, please contact us.

For international orders, please allow up to 10 working days before contacting us.

During peak times and holiday seasons, the delivery may take longer than expected.

Further delivery information can be found here.

What are your shipping prices?

Shipping costs will vary depending on your location.
  • Free Royal Mail 1st Class Delivery on UK orders over £20.
  • Free DPD Tracked & Signed for on UK orders over £80.
  • Free Royal Mail Tracked & Secure on International orders over £75.

For more detailed information, please visit our delivery information page.

What payment methods do you accept?

Mastercard, Visa, American Express, JCB, BanContact, AliPay, Union Pay.

Certain payment methods may only be available on compatible devices.

Our payment provider is Viva Wallet.

Do you have a physical store?

We have one physical store located at our HQ in Swansea:

Unit 12 Llwyn y Graig, Garngoch Industrial Estate, Gorseinon, Swansea, SA4 9WG.

We are open:
Monday to Thursday: 8.30am – 16.30pm
Friday: Open for picking up click-and-collect orders only

Decadent Vapours is also stocked in various vape shops across the country and abroad. To find a stockist near you, please visit our stockist page.

Do you offer click and collect?

If you are in the Swansea area, you can save on the cost of delivery by collecting your order from our store.

To do so, please select ‘Pick up from our Swansea Warehouse’ at the basket page before proceeding to checkout. You will be emailed a time slot for you to come and collect your items within an hour of placing your order.

Alternatively, give us a call to arrange collection.

Can I pre-order an item?

Apologies but we do not offer a pre-order service at this time for out of stock items. We are working hard to maintain stock levels, but if in the unfortunate event an item goes out of stock, we hope to have it back in stock within 7 working days.

How do I use my coupon code?

If you are lucky enough to have a coupon code for decadentvapours.com, then you can enter it on the basket page. The box can be found below your order summary.

Do you have a rewards programme?

Yes, we offer a rewards programme for those who have an account on our site. You must be logged-in whilst placing an order to receive these rewards.

For information on what rewards are available, please visit our rewards page.

Do you offer wholesale or trade prices?

Yes, for wholesale enquires please visit our wholesale page.

Troubleshooting

I haven’t received an update since the confirmation email.

Don’t worry if you haven’t received an update after the confirmation email. We are hard at work getting your order ready. You will receive an email once your order has been dispatched. Occasionally our emails may end up in the spam or junk folder, so please check there.

If you have not received a dispatch confirmation email in 5 days, please do get in touch via [email protected]

My order has arrived but items are missing/damaged/DOA.

Please get in touch with us within 48 hours of receiving your parcel.

Contact us on +44 (0)1792 897103 or email [email protected] and we will be happy to help.

We may require photographic evidence of any incorrect items received.

Can I cancel or change my order?

If your order hasn’t been dispatched yet, then please contact us as soon as possible on +44 (0)1792 897103 and we can amend your order over the phone.

If your order has been dispatched, the incorrect items will have to be returned to us unopened, unused and in the original packaging. Please get in touch with us on +44 (0)1792 897103 or email [email protected]

Why is my e-liquid a different colour to usual?

It is extremely common to have variations in the colour of your e-liquid. The liquid colour can change depending on a range of factors, all of which are natural and should not affect the taste or performance of your vape juice.

Typically, the fresher the e-liquid, the clearer it is. As the e-liquid ages and steeps, the colour will darken over time. This process is called steeping and it can enhance the flavour of the juice. Just ensure to keep the e-liquid in a cool, dry and dark place.

Exposure to light and heat can also change the colour of your e-liquid due to the oxidation of the nicotine. It is best practice to store your e-liquid in a cool, dry and dark place that is out of the reach of children and pets.

The more nicotine that is in the e-liquid, the darker it is, so colours vary with strength.

The flavour ingredients we use to create our e-liquid may also vary in colour between batches due to seasonal variations and other factors. This could cause a slight variation in the colour of the e-liquid but has no impact on flavour quality.

How do I contact Decadent Vapours?

We are always happy to help you with any queries or issues you may have. Please email [email protected] or telephone us on +44 (0)1792 897103.

I’ve emailed you but not received a response.

We systematically work through all emails, and we try to respond within 24 hours but could take up to 3 working days.

We apologise for the delay and encourage you to only send one email per query as this won’t get you a faster response and will just slow processing down. Thank you for understanding.

I can’t get through to you on the telephone.

We apologise if you have had issues reaching us via phone. During busy periods, some staff are moved into the pack and dispatch to ensure we get your orders out as quickly as possible, meaning there are fewer staff to answer the phone.

Phone lines are open 8.30am-16.30pm Monday to Thursday and 8.30am-12.00pm Friday.

Preferably, drop us an email at [email protected] and we will get back to you.

If you have an urgent query and can not get through to us on the main contact number, please phone 07936716504.

DV Rewards FAQ

How do I use my points?

You can redeem your points with any online purchase at decadentvapours.com. On both the basket and checkout page, you will see a bar at the top telling you how many points you have and their worth. You simply click ‘apply discount’ for the value of your points to be deducted from the subtotal.

Unfortunately, at this time we can not offer partial redemption.

Is there an expiry date for the points I earn?

No, they only expire once they have been used. Until then, the points will keep accumulating with your purchases, referrals and review rewards.

Where can I check the balance of my points?

At the top of your account page, click on ‘points’. This will provide you with the total number of points you have available, as well as a breakdown of where they came from and when you earned or spent them.

Can I transfer my points to another account?

Sorry, you can not transfer points to another account.

Can I redeem my points for cash?

Sorry, points can not be redeemed for cash. They can only be redeemed against your order when you are making an online purchase at decadentvapours.com.

How do I refer a friend?

It’s easy! – Click on ‘Rewards’ from your account page and share the link at the bottom of the page with your friend.

Once your friend signs-up via the referral link and makes their first purchase, you’ll both get 1,000 points.

Please note: The friend will have to be a new customer of decadentvapours.com for the points to be awarded and they’ll need to be over the age of 18 to make a purchase.

How many friends can I refer?

There is no limit to the number of friends you can refer. However, you can only refer the same friend once. In order to gain the reward points, your friend will have to be a new customer at decadentvapours.com and make a purchase.

How much can I redeem my points for?

100 points = £1 to redeem against your order. Points must all be used at once, we do not offer partial reward redemption at this time. Points can not be redeemed for cash.

How do I earn points for a review?

Log-in to your account and go to the product you would like to review. Click on the ‘Reviews’ button above the description and give the product a star rating and write your review. Once you submit the review, you will be rewarded with points within one working day.

For more information on Terms and Conditions, please visit our T’s & C’s.

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