FREQUENTLY ASKED QUESTIONS

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 does local collection work?

Place an order through our website with local collection as the shipping method and you should recieve a text and e-mail within 15 – 30 minutes letting you know your order is ready. We are open for collections between Mon – Fri 10am – 5pm. Please do not come to collect the order until this text / email has been recieved due to COVID-19 safety measures in place. When you arrive, please follow the signage to collect your order.
 

What is Refer a Friend?

If you refer a friend you get a FREE 60ml bottle on your next order*. We will e-mail you a coupon once your friend has placed an order and had their order shipped. And the best part is – your friend gets a free bottle on their very first order too! If they spend atleast £10 on non-sale items and follow your referral link, the price of the free bottle will be knocked off at the cart.

It’s simple… Give a bottle – Get a bottle. What are you waiting for? Tell your friends! For more information and terms and conditions*: CLICK HERE

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. 
 
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. The tracking e-mail for this service will be sent via e-mail.
 

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 info@novavapes.co.uk 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.

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.