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FAQ - Frequently Asked Questions

Need some help with your order or got a burning question that you need answered straight away? Just click on one of the sections below to find the answer…

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Common Questions

What is an electronic cigarette and how do they work?

An electronic cigarette is a nicotine delivery system which provides an alternative way to administer nicotine via a battery, and liquid container.

There are three main parts to an electronic cigarette, the battery, vapourising chamber and the cartomiser/clearomiser. The Battery and cartomiser/clearomiser connect to each other to create the Electronic Cigarette. The battery provides power to the cartomiser/clearomiser and the cartomiser/clearomiser is the section which stores and heats up the E-Liquid turning it to vapour. As the E-Liquid is vapourised and once inhaled, it gives you a dose of nicotine, a taste of flavour and once exhaled a cloud of vapour giving you a complete smoking effect.

What are the contents of 10 Motives liquid?

The liquid we use in most of our products contain liquid nicotine, and base ingredients to create a smooth flavour. This base consists of propylene glycol (PG) and vegetable glycerin (VG). Propylene glycol is used for its ability to create artificial smoke, which is the vapour you see. Vegetable glycerin is a clear, odourless liquid produced from plant oils and used to enhance the flavour. Our Liquids have mixes containing 80% PG/VG 20% to 50% PG/VG 50%.  PG and VG are combined with natural or artificial flavours which creates a unique and satisfying vape.

Why are there so many electronic cigarettes?

Electronic cigarette batteries come in many different shapes and sizes. Most importantly, we have found that battery life or duration can directly be measured by the individual battery’s mAh (milli Ampere hour).

Another important finding regarding electronic cigarette batteries is the direct correlation between battery life or longevity and physical size of the battery. For example, disposables are small in physical size as they are designed to look very similar to tobacco cigarettes. They therefore also feature ‘smaller’ batteries around 180 mAh. On the other hand, typical hybrid batteries would be in the range of 400 mAh – 650 mAh. MOD systems have an even greater range of battery size and ultimately life, many times in the area of 1200 mAh to as much as 3500 mAh.

The key distinction to make in discerning battery life is recognising the fact that the larger the battery in mAh, the larger the battery is in physical size and ultimately the longer the battery will last upon being fully charged.

How long do the batteries last?

 All our batteries are lithium and dependent upon use should last the user approximately 6 months. We recommend only charging using 10 Motives or Cirro chargers, as using any other manufacturer’s chargers could reduce the life span and potentially hazardous. If a fault occurs within 3 months of the purchase date we will happily replace the faulty battery. Should this happen please contact our customer service department. You must retain the battery in order for us to have it tested and also provide proof of purchase.

When will my order be processed?

We are pleased to offer a number of different delivery methods for your Ten Motives products.

- Royal Mail Tracked (3 to 5 working days) - £3.49 (Delivery included on orders over £19.99)

- Royal Mail Tracked 24 - £4.99 (Next Working day delivery when ordered before 8pm *exceptions of weekends and bank holidays, Delivery included on orders over £49.99)

Please note, Working Days are Monday to Friday, and exclude weekends and Bank Holidays. Once your order has been dispatched from our warehouse, you will be sent a dispatch confirmation e-mail with details of your order. Customers who have selected a Tracked delivery can find tracking information within the orders details in your account. Our new Tracked postage option is for your added security on orders classed as parcels by Royal Mail.

Delivery times are not guaranteed. We will do our best to get your items to you as soon as possible, however there can occasionally be delays during increased demand and/or busy periods for Royal Mail. 

Please allow 10 working days before contacting us to report a lost/undelivered package, as sometimes it will take a while for Royal Mail or local domestic mail carrier to deliver, or indeed fail to deliver and return the item/s to us.

Delivery times are estimates given by Royal Mail and may be subject to an extended delivery time period. Deliveries are generally made between 9am and 4pm in the UK. We take no responsibility for delays or non-delivery if the address or postcode supplied is not correct.

How do I amend my personal details after I verify my age?

If you need to amend your first name, surname or address after verifying your age - please contact our Ten Motives Team on 01270 897 444 . This step is to prevent the sale of our products to anyone under the age of 18.

What is VELO?

VELO is an innovative white oral nicotine pouch, offering adult smokers and nicotine users an alternative and convenient way to consume nicotine on-the-go.

But what is a nicotine pouch? The short answer is a discreet pouch containing nicotine and high-quality ingredients you put under your upper lip.

VELO nicotine pouches are available in a range of flavours and nicotine strengths. VELO offers adult smokers and nicotine users a convenient way to consume nicotine without the smoke and smell associated with many tobacco and nicotine products.

What flavours and nicotine strengths is velo available in?

VELO nicotine pouches are available in a range of flavours and nicotine strengths.

Current nicotine strengths available are 4mg, 6mg, 10mg and 11mg.

Visit the VELO range to browse all of our flavours and nicotine strengths.

What do VELO nicotine pouches contain?

VELO is an oral nicotine product which contains no tobacco.

VELO pouches are made from high-quality ingredients, including water, plant-based materials, flavouring, sweeteners and pharmaceutical grade nicotine, all prepacked in a small pouch.

It comes in a variety of flavours and nicotine strengths for adult smokers and nicotine users who are looking for an alternative and convenient way to consume nicotine on-the-go.

Where will it be sold?

You can purchase VELO products on 10 Motives.

Where does VELO come from?

The VELO nicotine pouch is another innovative invention from the Scandinavians. The same people who brought us useful ideas like the zip, the paperclip and the flatpack.

VELO was born in Sweden and is produced in Europe. Please refer to the label on your VELO can for specific manufacturing details.

How Do You Use VELO Nicotine Pouches?

Twist it: Twist the lid to open your VELO.

Tuck it: Take a pouch and tuck it between your upper lip and your gum.

Feel it: You’ll feel a slight tingling sensation at the beginning – it is just the nicotine being released. You’ll get used to this feeling and it will start to fade over time.

Enjoy it: You can keep your VELO under your lip for up to 30 minutes. Nicotine pouches are designed to be discreet, so you can use them anywhere, anytime.


There are 20 pouches in a can.


No. VELO should not be chewed, sucked or swallowed. VELO is designed to be used by placing the pouch under your upper lip and resting it on your gum. The nicotine is then absorbed through the gum.


No – VELO is a very different product.

Snus belongs to a category of traditional oral tobacco products commonly used by tobacco users in the Nordics and the USA.

VELO represents the next generation of oral nicotine products. Unlike snus, VELO contains no tobacco.


Apart from the name, fresh design and new range of flavours, it’s identical. VELO is made the same way, it contains the same high-quality ingredients and it comes from the same producer.


No. We recommend using a new pouch every time, placing it under the lip for a period of up to 30 minutes.


Yes. We are clear that this product should only be used by adult smokers and nicotine users.

We apply appropriate age verification on our website to ensure VELO is only sold to adults.


VELO nicotine puches are intended to be used orally and should not be swallowed or digested.

If swallowed or digested you should consult a medical professional.

Who Can Use VUSE Devices?

Vuse e-cigarettes are designed for adult smokers and adult users of nicotine products. They're not suitable for: people under the age of 18; people who are allergic/sensitive to nicotine; pregnant or breast-feeding women; people who should avoid tobacco or nicotine products for medical reasons; people with an unstable heart condition, severe hypertension or diabetes. Keep Vuse products out of reach of children and pets

What is an Electronic Cigarette?

Used by adult smokers who prefer a vaping experience, e-cigarettes are battery powered electronic devices which hold a liquid that normally contains nicotine unless you buy our zero-nicotine strength. There is no combustion, so the user inhales the liquid's vapour, rather than smoke. Although the nicotine is derived from tobacco, e-cigarettes do not contain tobacco

Where can I purchase Vuse Products?

The largest variety of our products, including all strengths and flavours, should always be available at (subject to availability). Vuse Products can also be purchased from our verified retailers.

Can I Trust VUSE Quality?

Here at Vuse we apply industry-leading product quality and consumer safety standards to all our devices and e-liquids. All Vuse products are tightly regulated, comply with UK and EU laws and have been notified to the UK Medicines and Healthcare products Regulatory Agency (MHRA).

Can I travel abroad with VUSE products?

We always advise to check with your airline before travelling. It is also important to check the countries’ laws and regulations regarding electronic cigarettes and vaping.

how do I contact customer care if I need assistance?

You can contact the Customer Care team via telephone on 01270 897 444 or via e-mail at [email protected]. We aim to respond to e-mail queries within 24 hours

Do you have a satisfaction guarantee?

Yes, Vuse offers a Satisfaction Guarantee on all starter kits and device kits purchased within 28 days

Do you have a warranty policy?

At Vuse, we believe that you should have confidence in your vaping experience whichever product you choose to purchase. As a valued customer, you can benefit from a standard 6 month warranty on our starter kits and device kits and variable warranty on accessories.

Can I return a faulty device?

All new devices and accessories come with a warranty against fault. This means that if your device or accessory stops working properly during the applicable warranty period, if all conditions are met, we can replace or repair it free of charge.

Can I return products for recycling?

We are committed to minimising our impact on the environment and adhere to the Waste Electrical and Electronic Equipment Regulations (the WEEE Regulations) in respect of all our Vuse products. If you purchase a Vuse e-cigarette from us, you are entitled to return to us any used e-cigarette and we will dispose of the device safely and ensure it does not end up in a landfill site.

How do I view Vuse’s Terms and conditions?

You can view the full terms and conditions by visiting our Terms and Conditions page.

Can I Ship To a Work Address?

Yes, you can add a workplace address in your Vuse address book, located under your account settings. We can deliver to work addresses within the United Kingdom.

My order has not arrived – what do I do?

If your order has not arrived, you can track your order with the tracking number provided in your dispatch e-mail. Alternatively, you can contact the Customer Care Team on 01270 897 444 or [email protected].

I Wasn't In When my Order Arrived - What do I do?

If you were not available to receive your order on the day of delivery, you can continue to track your parcel. Our couriers will attempt to delivery your parcel again for the next two days, before they return the parcel to us.

My Order status is complete but I have not received it - What does this mean?

If your order shows as ‘complete’, this means we have despatched your order to our couriers. You can check your delivery status with our couriers using the tracking number provided in the dispatch e-mail.

Which payment methods do you accept?

We accept debit, credit and Mastercard.

Can I Place my order over the telephone?

Yes, you can call our Customer Care Team on 01270 897 444 and we will be happy to take your order over the phone. We accept Visa debit, credit and Mastercard payments over the telephone. You will receive an order confirmation via e-mail when the order has completed.

Where can I apply a discount code?

To enter your discount code, click on the ‘view basket’ option when you have added the items to your basket. You can then apply your code in the box provided.

Can I amend my order once it has been placed?

Orders cannot be amended once they have been placed. We recommend reviewing your basket before proceeding to the checkout. If you wish to cancel your order following delivery, please wait for your delivery and return/cancel it according to our Delivery & Returns policy.

Can I use a non-uk card for orders?

Due to our 3D secure payment system, only cards registered within the United Kingdom will be accepted.

Why is age verification needed?

Please ensure to enter your details as would appear on the Electoral Roll. This would exclude nicknames, abbreviations and work/unregistered addresses as billing information. If the system cannot identify you after entering your details accurately, please contact with our Customer Care Team on 01270 897 444 or alternately, email – [email protected].

Can I use an address outside the UK for billing information?

Due to our 3D secure payment system, only addresses registered within the United Kingdom will be accepted.

Can I change my delivery address?

Yes, you can add an alternative delivery address in your address book, located under your account settings. If you have placed an order but would like to change the address once the order has been placed then please contact the Customer Care Team on 01270 897 444 as soon as you can, and we can amend this for you.

How Can I see my past orders?

You can view your past orders by logging into your account and selecting ‘Previous orders’

Are VUSE devices tested to UK standards?

Yes, our devices are tested to comply with all relevant battery and electrical safety standards for the UK.

Are VUSE devices made in the UK?

No, our devices are manufactured in China. Our devices are tested to comply with all relevant battery and electrical safety standards for the UK.

Do you add THC or vitamin E acetate to your liquids?

THC and Vitamin E Acetate are not, and have never been, added to our Vuse products.

Is vaping addictive?

Yes, when the vapour delivers addictive substances. Vuse E-liquids contain nicotine which is a highly addictive substance.

Do you add pulegone to VUSE E-liquids?

No, however pulegone may be present at trace levels in certain menthol flavourings used in our products. We ensure that Pulegone, or any other substance of concern, is either absent or only present at levels which are below toxicologically derived thresholds. This approach is in-line with the EU Food industry to control consumers’ exposure to these substances.

What is Propylene Glycol and why is it contained in VUSE E-Liquids?

Propylene Glycol (PG) is one of the two key ingredients of E-Liquid. It’s colourless, clear and nearly odourless. Because PG has little flavour of its own, it carries the flavouring in an E-Liquid. 

Is it safe to ingest E-Liquid?

No, Vuse E-Liquids are not intended to be ingested. In the event of feeling unwell after ingesting the E-Liquid, please consult a medical professional.

Are the batteries in VUSE devices safe?

Our devices contain lithium ion batteries similar to other consumer electronics. Our products meet all international and national safety requirements. To avoid any failure to your Vuse product, only use and charge your Vuse device with the equipment provided in your kit.  The leaflet provided with Vuse devices will provide guidance on usage and charging requirements and environment.

What Battery safety measures do you have in place for VUSE products?

Our products meet all international and national safety requirements.

What does mAh mean?

The mAh stands for milliampere hour and indicates the electrical capacity of smaller batteries how much charge the battery can provide.

How long does a VUSE device last for?

A well maintained and regularly used Vuse device is designed to last at least 12 months but will depend on your personal vaping behaviour. Vuse Devices should last for about 300 full charge/discharge cycles, before battery efficiency to deteriorate. This is common with all lithium-ion batteries but will depend on your personal vaping behaviour.

How should I charge my VUSE device?

To avoid risk of fire, injury and/or damage to your Vuse product or other property, only charge your Vuse device with the equipment provided in your kit, or with compatible charging accessories. E-cigarettes should NOT be charged using the USB ports of televisions, or other audio-visual equipment that is not specifically designed for the purposes of charging lithium ion cells.

Where can I purchase accessories for my VUSE device?

You can find our full range of accessories for your Vuse device here.

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To use the 10 Motives website you must be aged 18 years or over*

Please verify your age before entering the site*

*18+ only. This product contains nicotine and is addictive. For adult nicotine or tobacco consumers only.

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