Frequently Asked Questions

Please read our FAQ before sending us a message.

What is a shortfill?

A NovaVapes shortfill is a 60ML bottle filled with 50ML of liquid. This e-liquid is 0mg. The e-liquid will be designed to accommodate 1 nicotine shot.

Where is your e-liquid made?

All of our products are manufactured by ourselves in our production facility in Hartlepool, UK. All production takes place within our modular ISO cleanroom facility.

How much is postage?

UK Postage is FREE on orders above £19.99. Otherwise, postage is £1.99 in the UK for Royal Mail 24 or £7.99 for International Tracked postage.

How long does delivery take?

We use Royal Mail for shipping and all orders in the UK are shipped via Royal Mail 24.

Royal Mail 24 service aims to deliver within the next working day after dispatch. Please note in adverse situations such as strikes, weather, accidents, etc may cause delays. We will update both the site banner and our social media in such situations.

Working days are Mon – Fri, weekends are not included. We aim to dispatch the order within 1 working day.

International postage currently takes between 3 – 14 working days to arrive after dispatch. We use Royal Mails international tracked service for all international (non-UK) orders.

You should receive your tracking details via e-mail from Royal Mail for the International Tracked service.

Where is my order?

Once your items have been dispatched it is fully in the hands of the postal service / courier. NovaVapes can’t control how quickly items are delivered once dispatched.

Try the following steps before getting in touch

1. If tracking indicates it has been delivered, check delivery address is correct.

2. Check both your premises (safe place outside home or reception desk at work, for example) and neighbours.

3. 7 – 10 working days has passed since dispatch with no delivery attempts

If still no luck, then please get in touch with Customer Service via the contact form on our website, by emailing or contacting our office.

How do I use a nicotine shot?

Information on how to use our nicotine shots can be found underneath the peel and reveal labels! We also have a guide available HERE.

I haven’t received a confirmation e-mail?

Please check your spam folder and double check the e-mail linked to your order. If it is not on your spam folder and you have checked your e-mails, contact us and we can resend your order details.

How does local collection work?

If you select local collection, you won’t be charged for delivery and you can pick your order up from our unit here in Hartlepool (UK). You will receive an e-mail when your order is ready to collect, we cannot guarantee your order will be ready for collection before this e-mail is received.

Do your e-liquids need steeping?

Our e-liquids are batched weeks in advance prior to shipping. However, some flavours, especially dessert and sweet type profiles benefit with a steep.
To steep a flavour, add the provided nicotine shot, give the bottle a thorough shake and leave the bottle in a cool dark place for the recommended time. This allows the flavour of dessert profiles to develop.

Can I pay by card?

If you check-out as a guest via Paypal, this will allow you to pay by card without creating an account.

Is there an age restriction on purchasing e-liquid?

Yes, there is an age restriction. By placing an order at NovaVapes, you warrant that you are at least 18 years old.

Is your packaging discrete?

Our packaging is discreete. Small orders are sent using a jiffy bags and large orders are sent using boxes. However, no logos are used on the packaging. The return address for our company will be on the address label however in small print.

There is a problem with my order.

If you have any issues with your order, do not hesitate to contact us and we will rectify any issues. All refunds are subject to sending back the product.

Send us an email

IMPORTANT NOTICE: Royal Mail are experiencing some delays through it’s network – delays may occur between shipping and receiving your items.

This contact form is for customers only, attempts to sell us products and services will be ignored.

UPDATE: Phone lines are currently CLOSED due to staff shortages and will reopen again soon. You can currently contact us through the contact form below, or via our Facebook Page.