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FAQ - Frequently Asked Questions

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Common Questions

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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