Frequently asked questions (FAQ)
💳 Payment & billing
Which payment methods do you accept?
We accept various secure payment options:
- Credit cards (Visa, Mastercard, etc.)
- PayPal
- iDEAL (for Dutch customers)
- SEPA direct debit
What to do in the event of payment problems?
The most common causes of payment difficulties are
- Incorrect credit card information
- Insufficient funds in the account
- Technical faults at the payment provider
Check these points and try again.
Can I receive an invoice?
Yes, invoices can be requested during the order process and are then sent by e-mail.
Is cash on delivery possible?
No, we only offer online payment methods. Cash on delivery is not available.
How do I redeem vouchers or discount codes?
Vouchers and discount codes can be entered and activated in the corresponding field during the checkout process.
How secure is the payment?
We use the latest encryption technologies and PCI-compliant payment processing to ensure the highest security standards.
When will I receive an order confirmation?
The order confirmation will be sent automatically by e-mail immediately after successful payment.
How do I apply for a refund?
Contact our customer service with your complete order details for fast processing.
Where can I find my order history?
After logging into your customer account, you can access all previous orders at any time.
📦 Shipping & delivery
Which countries do you ship to duty-free?
For the following DDP (Delivered Duty Paid) countries there are no additional customs duties:
- USA
- Great Britain
- All European countries
- UAE (Dubai)
- South Africa
- Vietnam
- West Malaysia
How long does it take to ship to Europe?
European deliveries are made to 24 European countries with a delivery time of 8-13 working days via our partners UPS, DPD or DHL from Germany.
What are the general delivery times?
Delivery times vary depending on the destination country:
- Vietnam: 3-5 working days
- Europe: 8-13 working days
- South Africa: 15-25 working days
How are the shipping costs calculated?
The shipping costs are calculated based on the following factors:
- Weight of the consignment
- Destination
- Selected shipping method
Can I track my consignment?
Yes, shipment tracking is possible both via your customer account and via e-mail notifications with a tracking number.
Are customs duties payable?
There are no customs duties for most countries. Exceptions are Canada and Denmark, where additional customs charges may apply.
How long does the processing take?
The complete process is divided into
- Stock processing: 1-5 working days
- Shipping: 7-15 working days (depending on destination)
🔒 Security & data protection
How secure is your website?
Our website is protected by several layers of security:
- SSL data encryption
- Professional firewall systems
- Continuous safety monitoring
How do you handle my data?
We follow strict data protection guidelines. Your personal data will never be sold or passed on to third parties.
Is the payment process secure?
Yes, we use a fully PCI-compliant payment processing system that fulfils international security standards.
How do I create a secure password?
For optimum security, we recommend passwords with:
- Upper and lower case letters
- Figures
- Special characters
- At least 8 characters in length
How do I recognise the real website?
Always check:
- The correct URL (vexvape.com)
- The SSL certificate (lock symbol)
- Official contact details
What to do in case of suspicious activity?
Contact our customer service immediately if you notice any unusual activity on your account.
How do you protect against phishing?
We implement active anti-phishing measures to protect against fraudulent websites and fake emails.
🔄 Returns & changes
Until when can I change my order?
Order changes are possible until 23:00 PDT on the same day via avadetar69@gmail.com.
How long do I have the right of return?
You have 15 days from receipt of the goods to return them.
What conditions apply to returns?
Articles must fulfil the following criteria:
- Unworn and unused
- With all original labels
- In the original packaging
- Proof of purchase required
How does the return process work?
- Contact avadetar69@gmail.com
- Receive a return authorisation
- Use the shipping label provided
- Send the goods back
What happens in the event of unauthorised returns?
Items that are returned without prior authorisation cannot be accepted and processed.
If you have any further questions, please do not hesitate to contact us at avadetar69@gmail.com.