FAQs

Get answers to your questions about our products and services.

ACCOUNT FAQ

What are the requirements for opening a trade account with Vape Manufacturing?

Vape Manufacturing is a trade only business (Business to Business). Once we can confirm this with a few details, your account will be approved by your dedicated account manager and you can start ordering online, over the phone or by email.

How do I open an account?

Setting up an account with VM is done in 3 simple and easy steps:

  1. Click here to head to our Register An Account Page
  2. Enter your business details
  3. Await approval from our sales team.

How long does it take to be approved for a trade account?

Vape Manufacturing have account managers on standby ready to help all our customers. If we are able to verify your business, we will aim to approve your account within 3 hours, Monday – Friday, 9:00 – 17:00 GMT.

Can I create a credit account?

Due to the nature of our business, Vape Manufacturing’s payment terms are strictly proforma.

ORDERING FAQ

How can I make an order and how long does it take?

The fastest way to order with Vape Manufacturing is online. However, to increase flexibility for our customers, we offer three different ways to place an order:

  1. Online – Click here to sign up or log in. The online ordering process typically takes 12 minutes until order confirmation.
  2. Phone – Call us now at +44 (0) 1773 687 676. The phone ordering process typically takes 1 hour until order confirmation.
  3. E-Mail – Email the sales team now at sales@vape-manufacturing.co.uk. The email ordering process typically takes 1 hour until order confirmation

Do you have the products available in stock and in the UK?

Our UK stock management system is linked directly to the website and all available white label products are clearly displayed in green text on the product page.

Do you have anything else available that is not currently available online?

Due to our strict quality management system (QMS) we operate, all products that have been signed off as compliant will automatically be listed online so all customers are up to date with our full availability.

I want a special blended flavour. Do you make custom e-liquids to order?

Yes, we can create custom-blended flavours upon request. Vape Manufacturing has over 800 TPD registered flavours available to choose for white label. However, if you’re looking to create something specific and unique to your brand, you can work with our in house flavour team to create the perfect e-liquid or nic salt flavour for your brand. We can also register your flavours for TPD compliance (EHIC).

 

We will always do our utmost to provide our customers with a competitive and effective solution for their flavour and label designs.

 

Our in house research and development team would love to hear your ideas or feedback on our existing products and we encourage our clients to contact our team of experts on our contact us page with any suggestions.

PAYMENT FAQ

If I place an order today how do I pay for it?

Once you have placed an order, you will be directed to the payment screen where we accept debit cards, BACS or CHAPS payments.

 

Please complete the payment steps and one of our sales team will be in touch to confirm the funds have been received shortly afterwards.

Can I pay by PayPal or credit card?

Unfortunately due to the nature of our business, our company policy is to accept debit card, BACS or CHAPS payments only.

I am worried about fraud. How can I confirm I am paying the correct company?

All of our debit card transactions are encrypted to the highest global standards. Our payment systems are monitored and audited regularly by a world leading Qualified Security Assessor (QSA), so you can be confident our services are completely secure.

 

For BACS & CHAPS payments, our company policy is to confirm the bank details are correct by calling the beneficiary and receiving a verbal confirmation, as well as written confirmation. We advise all our customers to follow the same procedure. Call finance now +44 (0) 1773 688 922 for further information.

DELIVERY FAQ

Where is the product stored and dispatched from?

All products available on our website are stored unlabelled at our UK facilities in a temperature-controlled environment that is ISO 9001:2015 certified.

If I order today, when will my parcel arrive?

All orders placed before 13:00 GMT Monday – Friday will be dispatched within two working days after confirmation of label artwork and payment.

 

Delivery is provided via a secure parcel service for next day delivery. T&Cs apply.

Can I collect my order?

Unfortunately due to the strict processes and time scale, all orders must be dispatched via our courier service.

RETURNS FAQ

I have received my parcel, but one or more of the items are damaged. Can I return them?

We have strict quality control measures in place to ensure all products we dispatch are in perfect condition when they leave our warehouse.

 

However, any damaged items received by our customers (due to mistakes on our part or during delivery) will be collected by us free of charge and a replacement will be dispatched hassle-free and as soon as possible.

I have made a purchase and changed my mind, can I return the items?

Unfortunately, because our products are bespoke and custom made to order, they cannot be reused. We work closely with our customers to confirm their order details and to make sure they are happy with their bespoke designs before we begin manufacturing.

 

Therefore, we cannot accept returns if customers change their minds after we have confirmed their design and manufacturing has started.

 

We will, of course, accept returns of damaged or faulty items and will collect and replace any damaged items as fast as possible, free of charge.