Help Centre
Need help with your order or have a question about our products? Browse the sections below for support with delivery, returns, payments, age verification, troubleshooting and more.
Delivery & Tracking
Delivery & Tracking
Fast, fully tracked UK delivery
Everything you need to know about delivery options, dispatch times, tracking, delayed parcels and what to do if your order hasn’t arrived.
Royal Mail 24 Hour Tracked — fast, fully tracked delivery in 1–2 working days.
Free tracked delivery on every order over £19.99. No code needed — it’s applied automatically at checkout.
Orders placed Monday to Friday before 1pm are usually dispatched the same working day.
Important dispatch information
Our dispatch cut-off is 1pm, Monday to Friday. Orders placed after 1pm are usually dispatched the next working day. We don’t dispatch on weekends or public holidays. Same-day dispatch is usually available before 1pm, but isn’t guaranteed during busy periods.
Delivery at a glance
Weekend delivery
We don’t dispatch at weekends, but orders sent on Friday may still arrive Saturday, depending on Royal Mail.
Delivery coverage
We deliver to valid UK postcodes serviced by Royal Mail. If your address is accepted at checkout, delivery is available.
Tracking your order
Tracking is included. Once dispatched, your tracking link is usually added automatically and emailed to you.
Delayed orders
Delivery times are estimates. Please allow 2 working days before contacting us about a delayed Tracked 24 order.
If something goes wrong
Here’s exactly what to do if there’s a problem with your parcel.
Marked as delivered but not received
Check with neighbours, household members and any safe places around your property, and confirm the delivery address is correct. If you still can’t locate the parcel, contact us with your order number and we’ll investigate.
Lost parcels
A parcel is classed as lost if there’s been no delivery 7 days after the due date for Royal Mail 24 Hour Tracked.
Incorrect delivery address
Please make sure your address is entered correctly. If a parcel is returned due to an incorrect address, we’ll refund the product cost only — the original postage isn’t refunded.
Missed delivery or not collected
If Royal Mail attempts delivery and the parcel isn’t collected or rearranged, it may be returned to us. We’ll refund the product cost only.
Refused delivery
If a parcel is refused and returned to us, any refund is processed once it’s been received back and checked. The original delivery charge isn’t refunded.
Out of stock items
If an item becomes unavailable after your order is placed, the missing item is refunded to your original payment method.
Need help with your delivery?
Contact our support team and include your order number so we can help faster.
Email: support@theecig.co.uk · Hours: Mon–Fri, 9:30am–4:00pm
Returns & Refunds
Returns & Refunds
Returns & Refunds
Find everything you need to know about change-of-mind returns, faulty items, damaged goods, wrong items, missing items and how refunds are processed for online orders placed on The E-Cig Store website.
Online orders only
This policy applies to online orders placed on theecig.co.uk. In-store purchase policies may be different to online orders. If your item was purchased in store, please contact or return to the relevant store for further help.
Key returns information
The main points customers usually need before starting a return.
Change of mind
28 daysEligible online order items can be returned within 28 calendar days if unused and unopened.
Devices & kits
30 daysFaults with devices and kits must be reported within 30 days.
E-liquids, coils & pods
48 hoursFaults with these items must be reported within 48 hours of delivery.
Refund timing
3–5 daysApproved refunds usually take 3–5 working days to appear after approval.
Start a Return
If you have a problem with your order or would like to request a return, contact our support team before sending anything back. Email Support@theecig.co.uk with your order number and details of the issue or return request. We will then advise you on the next steps.
Unwanted item returns
These rules apply when you have changed your mind and want to return an eligible online order item.
Change of mind returns
If you have changed your mind, you can return eligible online order items within 28 calendar days of receiving them.
To qualify for a change-of-mind return, items must be:
- Unused
- In the same condition you received them
- In their original unopened packaging, including any seals or shrink wrap where applicable
We do not offer exchanges for change-of-mind returns. Eligible unwanted items will be refunded only.
Return timelines
If you wish to return an unwanted item, you must:
- Notify us within 14 days of receiving your order that you want to return it
- Return the item so that we receive it within 14 days after we issue return instructions
This gives an overall maximum return window of up to 28 calendar days from delivery, provided the return is requested and sent back within the required timescales.
Return costs
For change-of-mind returns, the customer is responsible for the cost of returning the item to us.
If your return is approved, we will refund the cost of the product only. The original delivery charge will not be refunded.
Health & hygiene restrictions
Due to health and hygiene reasons, the following items can only be returned for change-of-mind if they are unopened and unused:
- E-liquids
- Replacement coils
- Disposable vapes
- Refill pods and prefilled pods
- Vape kits, tanks and devices
If any of these items have been opened, filled, used, or show signs of use, they cannot be returned for change of mind unless they are confirmed as faulty.
Faulty items
If you believe an item is faulty, please contact us with your order number and details of the fault before returning it.
Faults must be reported within the following timeframes:
- Devices and kits: within 30 days
- E-liquids, coils and pods: within 48 hours of delivery
For faulty devices or kits, we will need to inspect the product first before deciding whether a refund or replacement will be provided.
Fault investigation process
Before approving a refund or replacement, our team may:
- Request further details, photos or videos
- Provide troubleshooting support where appropriate
- Ask for the item to be returned for inspection
Once the item has been received and inspected, we will confirm whether a refund or replacement will be provided.
Wrong, missing or damaged items
Contact us as soon as possible if there is an issue with the contents or condition of your order.
Wrong item received
If you receive the wrong item, please contact us and include a clear photo of the item received.
Once confirmed, we will usually resend the correct item free of charge.
In some cases, we may instead offer a refund once the returned item has been received and checked.
Missing item from an order
If an item is missing from your order, please contact us as soon as possible with your order number and details of the missing item.
We may investigate further before confirming the outcome.
If our investigation confirms that an item was missing, we will resend the missing item.
Damaged items
If an item arrives damaged, please contact us and provide a clear photo of the damaged item.
Once reviewed, we will decide the appropriate resolution, which may include a replacement or refund depending on the issue.
Additional returns information
Sale items
Sale items can still be returned in line with this policy.
Bundles and promotional pricing
If part of a bundle or multi-item offer is returned, the refund will be based on the value of the returned product within that bundle or promotion.
This may differ from the standard standalone selling price of the individual product.
Returning your item
Once your return has been approved, we will provide you with the correct return instructions.
Please make sure your return includes your order number and any details we have asked you to provide.
We recommend using a tracked postal service when returning items, as we cannot be responsible for returns lost in transit back to us.
Refunds
Refunds are only processed once returned goods have been received and inspected by our team.
If your refund is approved, it will be sent back to your original payment method.
Please allow 3–5 working days after approval for the funds to appear back in your account, depending on your payment provider.
Your statutory rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK law.
Need help with a return?
Email our support team with your order number, full name, issue details and any relevant photos before sending anything back.
Order Changes & Cancellations
Order Changes & Cancellations
If you need to change or cancel an order after placing it, please contact us as soon as possible. Once an order has entered processing or dispatch, changes may no longer be possible.
We cannot guarantee that an order can be changed or cancelled once it has been placed.
If you need to request any amendment, please contact us immediately with your order number.
Can I cancel my order?
If you would like to cancel your order, please contact us as soon as possible after placing it.
We may be able to cancel the order if it has not already been processed or dispatched. Once an order has progressed too far through our system, cancellation may no longer be possible.
Can I change my order after placing it?
If you need to change an order after it has been placed, please contact us immediately with your order number and the changes requested.
Changes are not guaranteed and depend on whether the order has already been processed, packed or dispatched.
Can I change my delivery address?
If you entered the wrong delivery address, contact us as soon as possible after placing the order.
We may be able to update the address if the order has not already been processed or dispatched. Once the parcel has been dispatched, we are unlikely to be able to change the delivery address.
Can I change items, flavours or quantities?
If you need to change an item, flavour or quantity, please contact us immediately after placing the order.
We may be able to update the order before it is packed, but once it has entered processing or dispatch, changes may no longer be possible.
Can I add items to an existing order?
If you would like to add items to an order that has just been placed, contact us as soon as possible.
We cannot guarantee that extra items can be added once the order has been submitted. In some cases, it may be quicker and easier for you to place a separate order.
What happens if my order has already been dispatched?
If your order has already been dispatched, we are unlikely to be able to cancel or amend it.
In this situation, you may need to wait for the order to arrive and then follow our Returns & Refunds process if applicable.
How quickly should I contact you?
As soon as possible.
Orders placed before 1pm Monday to Friday are usually dispatched the same day, so any request to change or cancel an order should be sent immediately after checkout.
What should I include when contacting you?
To help us deal with your request as quickly as possible, please include:
- Your order number
- Your full name
- A clear explanation of the change or cancellation requested
- Any corrected address or product details where relevant
The more information you provide, the quicker we can review your request.
Need Help?
If you need to request an order change or cancellation, contact us as soon as possible.
Email: Support@theecig.co.uk
Support Hours: Monday to Friday, 9:30am – 4:00pm
You can also use the live chat on our website during support hours.
Payments & Klarna
Payments & Klarna
Find information about paying for your order, card payments, Apple Pay, Google Pay, Klarna options, failed payments and where to get help with payment-related questions.
We currently offer payment by card through Worldpay, along with Apple Pay, Google Pay and Klarna where available at checkout.
All available payment methods for your order will be shown during checkout.
What payment methods do you accept?
We accept card payments through Worldpay. We also offer Apple Pay, Google Pay and Klarna where available at checkout.
The payment methods available for your order will be shown before you complete checkout.
Card Payments, Apple Pay and Google Pay
Payments on our website are processed through Worldpay, including supported card payments, Apple Pay and Google Pay.
If your payment is successful, you will receive an order confirmation email shortly after checkout.
Pay with Klarna
If Klarna is available for your order, you can select it at checkout and choose from Klarna’s available payment options.
Klarna payment options may include Pay in 3 and Pay in 30 days, subject to status and eligibility.
Klarna availability and approval are decided by Klarna, not by our store.
Klarna Payment Options
Pay in 30 days allows you to receive your order first and pay later.
Pay in 3 allows you to split the cost into three instalments.
Klarna’s Pay in 3 and Pay in 30 days are available to eligible UK customers aged 18 or over, subject to status, terms and any applicable fees set by Klarna.
What should I do if my payment fails?
If your payment fails, first check that:
- Your billing details are correct
- Your card details have been entered correctly
- You have enough available funds or credit
- Your bank or provider has not blocked the transaction
If you are trying to use Klarna and the payment option is declined, this decision is made by Klarna’s own systems.
In that case, you may need to try a different payment method or contact Klarna directly for account-specific help.
Who do I contact about Klarna payments?
If your question is about your Klarna payment plan, due dates, missed payments, login, financing options or rescheduling, you should contact Klarna directly through the Klarna app or Klarna help centre.
If your question is about the order itself, such as a missing item, wrong item, damaged item or return, please contact our support team first.
What happens if I return an order paid with Klarna?
If you are returning an order, you should follow our returns process and also manage the payment side through Klarna where needed.
You may also need to report the return through Klarna so your payment schedule can be updated correctly.
Once your return or refund has been processed by us, Klarna will update your payment plan or refund status in line with its own process.
What happens if I miss a Klarna payment?
If you miss a Klarna payment, fees or other account impacts may apply depending on your Klarna agreement.
If you think you may miss a payment, you should check your Klarna account or contact Klarna directly as soon as possible.
Payment Security
We use established payment providers to process payments on our website.
Klarna also provides its own security and fraud prevention measures for Klarna transactions.
Need Help?
For order-related payment questions, please contact our support team.
Email: Support@theecig.co.uk
Support Hours: Monday to Friday, 9:30am – 4:00pm
For Klarna account, payment-plan or finance questions, please use Klarna’s own help centre or app.
Age Verification
Age Verification
Age Verification
We take age-restricted sales seriously. UK law requires that nicotine vaping products are only sold to customers aged 18 or over, so we use a third-party age verification system to help confirm eligibility before dispatch.
You must be 18 or over to purchase nicotine vaping products from our website. We use VerifyMyAge to support our age verification process.
We cannot legally dispatch age-restricted products unless the age verification process has been completed successfully.
If further verification is required, please complete it as soon as possible to avoid delays to your order.
Why do I need to verify my age?
In the UK, nicotine vaping products are age-restricted and cannot be sold to anyone under 18. To help us comply with these legal requirements, we use an age verification process on online orders before dispatch.
When do you check my age?
The age check takes place after checkout.
In many cases, customers pass automatically and no further action is needed.
If additional verification is required, you will receive an email shortly after placing your order with instructions on how to complete the process.
How does the age verification process work?
Our age verification process is handled by VerifyMyAge, a third-party age verification provider.
To help the process run smoothly, please make sure your full name and billing/delivery details are entered accurately at checkout.
If automatic checks cannot confirm your age, you may be asked to complete an additional verification step through the email sent after your order is placed.
What happens if I do not complete the age check?
If your order requires additional age verification and it is not completed, we cannot dispatch the order.
If verification is not completed within 5 days, the verification link may expire and your order may be refunded in line with our store process.
How are my details used?
We use VerifyMyAge to carry out age verification checks on relevant orders.
VerifyMyAge states that data is encrypted both in transit and at rest, and that its service is certified under PAS 1296:2018 and ISO 27001.
By placing an order for age-restricted products, you consent to the processing of your personal data for age verification purposes where required.
How can I avoid delays?
To reduce the chance of delays, please make sure:
- Your full name is entered correctly
- Your address details are accurate
- You check your inbox after ordering in case further verification is needed
- You complete any requested verification promptly
Orders that cannot be age verified may be delayed, cancelled or refunded.
Need Help?
If you are having trouble completing age verification, please contact our support team.
Email: Support@theecig.co.uk
Support Hours: Monday to Friday, 9:30am – 4:00pm
Common Vaping FAQs
Common Vaping FAQs
Vaping FAQs
Straight answers to the UK’s most-asked vaping questions — devices, e-liquids, nicotine strengths, the law, troubleshooting and choosing the right product for you.
Adults only (18+)
Vaping is intended for adult smokers and existing nicotine users only. It is not for children, non-smokers or anyone who does not already use nicotine. If you’re unsure which product is right for you, contact our team before ordering.
Vaping basics
The essentials, explained simply — what vaping is and how it works.
What is vaping?
Vaping is the use of a device that heats e-liquid into an inhalable vapour. Unlike cigarettes, there is no burning tobacco and no smoke. E-liquids can contain nicotine or be nicotine-free, and come in a wide range of flavours. Most adult smokers vape as an alternative to smoking.
What am I actually inhaling when I vape?
You’re inhaling vapour produced by gently heating e-liquid. UK-compliant e-liquid is made from a small number of ingredients: propylene glycol (PG), vegetable glycerine (VG), food-grade flavourings and, in nicotine products, nicotine. There is no tar and no combustion, which is the key difference from cigarette smoke.
What is the difference between MTL and DTL vaping?
Mouth-to-Lung (MTL) is a tighter draw that feels like pulling on a cigarette — vapour is held in the mouth first, then inhaled. It suits pod kits, starter kits and higher-strength nic salts, and is the best starting point for most people switching from smoking.
Direct-to-Lung (DTL) is a looser, deeper inhale straight into the lungs that produces much more vapour. It’s used with higher-powered sub-ohm kits and lower nicotine strengths.
What is an ohm (Ω) and what does coil resistance mean?
An ohm (Ω) measures the electrical resistance of a vape coil. In simple terms, lower-resistance coils (sub-ohm, below 1.0Ω) are built for higher power and bigger vapour, while higher-resistance coils (above 1.0Ω) run at lower power for a tighter, cigarette-like MTL draw. Always use your coil within the wattage range printed on it.
What is the difference between nic salts and freebase e-liquid?
Nicotine salts are smoother on the throat at higher strengths, absorb quickly, and are ideal in pod kits and lower-powered devices — the go-to choice for smokers switching over. Browse nic salt e-liquids.
Freebase nicotine gives a stronger throat hit and is typically used in more powerful devices at lower strengths, often for bigger clouds and DTL vaping.
What does vaping taste like?
Vape flavours span fruit, menthol, drink-inspired, dessert and tobacco styles. If you’re moving off cigarettes, some people start on tobacco or menthol to stay familiar, while others switch straight to fruit or sweet flavours — both are fine. Explore the full e-liquid range to find your flavour.
Finding the right vape
Devices, nicotine strengths, the disposable ban and what to buy instead.
What is the best vape for a beginner or someone quitting smoking?
For most people switching from cigarettes, a refillable pod kit paired with nicotine salt e-liquid is the best starting point — it’s compact, simple to use, gives an MTL (cigarette-like) draw and needs very little setup.
- Want the easiest option? A pod kit or simple starter device.
- Switching from smoking? Nic salts for a smoother draw and faster satisfaction.
- Comfortable with coils and wattage? Consider a more advanced kit.
Not sure? Contact us before ordering and we’ll help you choose.
What nicotine strength should I choose?
In the UK the maximum legal strength is 20mg/ml (2%). As a rough guide based on how much you smoke:
Higher strengths work best in low-powered pod kits; if you’re getting too much of a throat hit, step down a level. If you’re unsure, ask our team.
What is the strongest legal e-liquid in the UK?
The strongest e-liquid you can legally buy in the UK is 20mg/ml (2%). Nicotine-containing bottles are limited to 10ml, and tanks to 2ml, under UK regulations (TRPR/TPD). Any UK-facing seller advertising 35mg or 50mg e-liquid is offering an unregulated product — we only sell compliant, legal-limit e-liquids.
Are disposable vapes banned in the UK? What can I use instead?
Yes. Since 1 June 2025 it has been illegal for any UK retailer to sell or supply single-use (disposable) vapes, including nicotine-free ones. The ban was introduced to reduce youth vaping and single-use waste.
The good news is the replacements are better value and perform just as well. If you used disposables, look at:
- Disposable vape alternatives — the closest like-for-like swaps.
- Big puff vapes and prefilled pod kits — rechargeable bodies with replaceable prefilled pods.
- Refillable pod kits — the cheapest long-term option, refilled with your choice of e-liquid.
Is vaping cheaper than smoking?
For most people, yes — especially with a refillable pod kit rather than continually buying cigarettes or prefilled pods. A refillable setup with nic salt e-liquid is usually the most cost-effective way to vape. Note that a new Vaping Products Duty of 22p per ml applies to all e-liquid from 1 October 2026, which will add a little to running costs, but vaping is still generally cheaper than smoking.
How do I know which pod or coil I need?
Pods and coils are not universal — they must match your exact device or the compatible range listed on the product page. Before ordering, check:
- Your device name and model
- The compatible pod or coil range
- The recommended wattage or resistance (Ω) where relevant
Browse replacement pods and coils, or contact us if you’re unsure.
How long does a coil or pod last?
Most coils and pods last around 1 to 2 weeks with regular use, though this varies with how much you vape, your wattage, and the e-liquid (dark, sweet dessert flavours wear coils faster). Signs it’s time to change: a drop in flavour, less vapour, or a burnt taste. Always prime a new coil by letting fresh e-liquid soak in for a few minutes before use.
Health, safety & stopping smoking
Honest, measured answers about vaping and switching from cigarettes.
Is vaping safer than smoking?
Vaping is not risk-free, but UK public health bodies including the NHS state that it is substantially less harmful than smoking, because there’s no burning tobacco, tar or smoke. Vaping is intended as an alternative for adult smokers — it is not for children, non-smokers or people who don’t already use nicotine.
Can vaping help me stop smoking?
Many adult smokers use vaping to move away from cigarettes, and it is one of the most popular quitting aids in the UK. Getting the right device and nicotine strength makes a big difference. If you’re switching and need help choosing a setup, contact our team — or find your nearest shop with our store locator for in-person advice.
Is second-hand vapour harmful?
Vaping doesn’t produce smoke, and current evidence suggests the risk to bystanders is far lower than second-hand cigarette smoke. Even so, it’s sensible to avoid vaping around children, pregnant people or anyone sensitive to vapour, and not to vape in enclosed shared spaces unless permitted.
Does vaping produce a smell?
Yes, vaping can produce a noticeable scent from the flavouring, but it’s usually lighter and far less persistent than cigarette smoke and tends to fade quickly. Please be considerate when vaping around other people, particularly indoors.
How often can I vape?
Usage varies from person to person depending on nicotine strength, device type and habits. If you’re using vaping instead of cigarettes, many people start by vaping whenever they’d normally have smoked, then adjust to suit them. If you find you’re vaping far more than you smoked, consider a slightly higher nicotine strength so you feel satisfied sooner.
Rules & regulations
Age rules, the disposable ban, the 2026 vape tax, indoor vaping and travel.
How old do I need to be to buy vaping products?
You must be 18 or over to buy vaping products in the UK. Online orders may be subject to age-verification checks, and valid photo ID may be requested for in-store purchases. We operate a strict Challenge 25 approach.
What is the UK vape tax (Vaping Products Duty)?
From 1 October 2026, the UK introduces a Vaping Products Duty (VPD) of a flat 22p per ml on all vaping liquid — nicotine and nicotine-free alike. That’s about £2.20 on a 10ml bottle, on top of the retail price, with VAT still applying. It affects every UK vape retailer equally.
Is it legal to vape indoors?
There’s no blanket UK ban on indoor vaping like there is for smoking, but it comes down to the venue. Most workplaces, shops, pubs, restaurants, hospitals, trains and public transport treat vaping the same as smoking and don’t allow it inside. Always follow the rules of the place you’re in.
Can I take my vape on a plane?
Rules vary by airline and country, so always check before you travel. As a general rule:
- Keep vape devices and spare lithium batteries in your cabin bag, never in hold luggage.
- Do not vape on the aircraft — it’s prohibited on all flights.
- Empty or nearly empty your tank/pod before flying, as cabin pressure changes can cause leaking.
How do I know your products are genuine? Do you sell clones or fakes?
No — we never sell cloned or counterfeit products. Everything we stock is sourced through official distributors and legitimate trade channels and must meet UK requirements. Many brands carry scratch-off verification codes you can check directly with the manufacturer; not every product has one, but all are supplied genuinely.
Fixing common issues
Quick fixes for burnt taste, leaks, charging and devices that won’t fire.
Why does my vape taste burnt?
A burnt taste almost always means the coil or pod is dry, worn out or wasn’t primed. Common causes:
- Using a new coil before the e-liquid has soaked in
- Low e-liquid level in the tank or pod
- Wattage set too high for the coil
- An old, worn-out coil or pod
Fit a fresh coil or pod, let the e-liquid soak in for a few minutes, and stay within the coil’s wattage range.
Why is my vape leaking?
Light condensation is normal, but heavier leaking is usually caused by:
- Overfilling the pod or tank
- A loose or incorrectly fitted coil
- Damaged or worn seals
- Using the wrong e-liquid type (e.g. high-VG in an MTL pod)
- Leaving the device on its side for long periods
Cleaning the device, checking the seals and replacing the pod or coil usually solves it.
Why is e-liquid coming into my mouth?
This happens when a coil or pod is flooded or over-saturated — often from overfilling, drawing too hard, an incorrectly fitted coil, or the device standing for a long time. Stop using it, wipe away excess liquid, clean the mouthpiece, and take slower, gentler draws. If it persists, fit a fresh pod or coil.
Why is my vape not charging?
If your device won’t charge, try:
- A different USB charging cable
- A different plug or power source (avoid high-power fast chargers)
- Checking the charging port for dust, lint or damage
- Leaving it on charge for a little while before retrying
If it still won’t charge, contact us with your order number and details.
Why is my vape not working?
If your vape isn’t firing properly, first check:
- The battery is charged
- The pod or coil is fitted correctly
- The pod or coil is compatible with the device
- The device is turned on or unlocked (often 5 clicks)
- The coil or pod isn’t old or burnt out
If the issue continues, stop using the product and contact us for support.
Still not sure? We’re here to help
If you can’t find the answer or need help choosing the right product, our team will point you in the right direction. Email support@theecig.co.uk (Mon–Fri, 9:30am–4:00pm).
Battery Safety
Battery Safety
Vape Battery Safety
Vape batteries and battery-powered devices should always be used, charged, stored and disposed of safely. Read the guidance below to help reduce the risk of damage, overheating, fire or injury.
Important
Always follow the manufacturer’s instructions for your specific device. Stop using your vape immediately if the battery, cable, charging port or device becomes damaged, unusually hot, swollen or starts making unusual noises.
General battery safety
Like any battery-powered product, vapes can become dangerous if they are used incorrectly or if the battery is damaged.
To reduce risk, always buy genuine products from reputable retailers and avoid counterfeit, damaged or poor-quality devices, batteries and charging accessories.
Charging & damage checks
The two things most likely to cause a battery incident — and how to avoid them.
Charging your vape safely
Always use the charging cable, charger or charging setup recommended for your specific device.
- Use the correct charger for your vape
- Do not leave your vape charging unattended
- Do not leave your vape charging overnight
- Disconnect the device once charging is complete
- Stop charging immediately if the device becomes excessively hot
Using the wrong charger or leaving a vape charging unsupervised is one of the most common causes of battery incidents.
Never use a damaged battery or device
Never continue using a vape if the battery or device is damaged. Stop using the product if you notice:
- Tearing or damage to battery wraps
- Cracks or damage to the device body
- Damage to the charging port
- Swelling, leaking or corrosion
- Unusual heat, smell, noise or hissing
Damaged batteries and devices should be replaced and disposed of safely.
Storage & everyday handling
Vape batteries should be handled with care at all times.
- Do not carry loose batteries in your pocket or bag
- Keep batteries away from coins, keys and other metal objects
- Store your device in a cool, dry place
- Keep away from direct sunlight and extreme temperatures
- Do not leave devices in a hot car or near heaters
- Lock or switch off the device when not in use, if it has that function
Short-circuiting, overheating and accidental firing can happen if batteries are stored carelessly.
Keep away from children & pets
Always keep vapes, batteries, chargers and e-liquids out of the reach of children and pets.
Nicotine products can be harmful if swallowed, and batteries and small parts can also present a serious hazard.
Disposal & recycling
Vape batteries and vape devices should not be thrown into normal household waste.
Used batteries and disposable or battery-containing vape products should be taken to an appropriate recycling point or vape recycling collection where available.
Incorrect disposal can create a fire risk and may damage the environment.
What should I do if something seems wrong?
If your vape becomes unusually hot, starts making unusual sounds, smells strange, leaks from the battery area, or appears swollen or damaged:
- Stop using it immediately
- Disconnect it from any charger
- Move it away from flammable materials if safe to do so
- Do not continue charging or using it
- Arrange safe disposal or replacement
If there is a fire risk or immediate danger, prioritise your safety and follow emergency guidance.
Further guidance
For additional battery safety advice, you can also refer to official UK guidance on vape and e-cigarette safety.
Always read any instructions supplied with your device and only use products as intended by the manufacturer.
Need help with a battery concern?
If you have a battery safety concern about a product purchased from us, contact our support team at support@theecig.co.uk (Mon–Fri, 9:30am–4:00pm).
Contact Us
Contact Us
Need help? Contact our support team
We want it to be as easy as possible to get support when you need it. Find our contact details, support hours and useful help pages below.
Support hours and response times
Our support team is available Monday to Friday, 9:30am – 4:00pm. We aim to respond to all enquiries within 24 hours during working days, although response times may be slightly longer during busy periods.
How to contact us
Use the details below to reach the right support channel.
Best for order questions, returns, refunds, damaged items and product support.
Address
Unit 1 Hammond Court,
Whitehill Industrial Estate,
Stockport, SK4 1PQ
Helpful pages
Before contacting us, you may find the answer faster on one of these pages.
What to include when contacting us
To help us resolve your enquiry faster, include as much useful detail as possible.
- Your order number
- Your full name
- A clear description of the issue
- Photos where relevant, such as damaged, wrong or faulty items
Dispatch reminder
Orders placed before 1pm Monday to Friday are usually dispatched the same day.
During busier periods, dispatch may take up to 1 working day longer.
I haven’t received a confirmation email
If you placed an order more than 24 hours ago and have not received a confirmation email, please first check your spam or junk folder.
If you still cannot find it, please email Support@theecig.co.uk with your full name and any order details you have, and our team will help locate your order.

