Frequently asked questions
On this page we have collected the questions that reach us most often — from tracking your shipment through payment and invoices to claims, returns and refunds. If your question is not answered here, simply contact our support team: we normally deal with your enquiry within 24 hours. Please note that we sell our products exclusively to people aged 18 and over.
Tracking your order
How can I track my order?
As soon as your order has left our warehouse you automatically receive an e-mail with your tracking number and the link to the carrier’s tracking page. With this number you can follow the status of your parcel in real time. On our Track your order page you can also enter your tracking number directly; the shipment can additionally be followed via 17track.net. It is worth keeping the e-mail with the tracking number until the parcel is delivered, so that you have every detail to hand if you need to ask us something.
What should I do if my order has not arrived?
First check the current status with the carrier using your tracking number. Inside Hungary we normally deliver within 3–7 working days from our warehouse in Budapest; in the rest of Europe delivery usually takes 5–10 working days. Orders dispatched from our overseas warehouse need 7–15 working days. If your shipment still has not arrived after that and the status is unclear, please contact us — we will look into the case and agree the next steps with the carrier. You will find an overview of delivery times and shipping routes under Shipping information.
How can I change the delivery address after ordering?
Once the order has left our warehouse we can no longer change the delivery address, because the details have already been passed to the carrier. If you need a change, please contact us as early as possible — ideally on the day you order. As long as the shipment is not on its way, we will check whether the address or delivery details can still be adjusted. Please have your order number ready for this, and check your details particularly carefully during the checkout process.
Is express shipping available?
At present we ship with standard delivery only. If you need faster delivery, please speak to our support team: we will look at the options that can be arranged for your order. We cannot promise a fixed delivery window in every case — but we will tell you openly what is possible and what transit time to expect.
What should I do if my parcel has been lost?
If your shipment is lost in transit, please contact us immediately. We will do everything we can to clarify the situation and locate the parcel, and we will start an investigation together with the carrier. The earlier you get in touch, the faster we can react. Please have your order number and tracking number ready — that allows the case to be checked without detours.
How long does processing take and what does shipping cost?
We normally process incoming orders within 1–3 working days (Monday to Friday). After that we hand the parcel to the carrier; the delivery time runs from that point. Shipping costs are €7.40 (2,700 Ft). Orders from €110 (40,000 Ft) ship free of charge. There are no additional customs or import fees for you on delivery; any duties that arise are borne by VapePurchase.
Orders and payment
How do I order on the website?
Choose the products you want to buy and add them to your basket. Then go to the checkout, enter your delivery details and select your payment method. Before you submit the order you will see a summary of your basket and can correct quantities or details. You will receive a confirmation by e-mail straight after you complete the order. In the shop you will find all products in our range; if you would like some inspiration first, our Bang Vape collection is a good place to start.
Which payment methods do you offer?
At present we offer cash on delivery only — you pay when the parcel arrives (payment on delivery). That is particularly convenient for a first order, because you see the goods before any money changes hands. If you would rather pay online, please get in touch: an online payment by PayPal, Visa, Mastercard or AliPay can be arranged individually through our support team. Just tell us your order number and the payment route you prefer.
How do I get the invoice for my order?
We send the invoice automatically to the e-mail address you gave when ordering — immediately after the order is completed successfully. Please also check your spam folder if the message does not appear in your inbox. If you have not received the invoice, contact us with your order number and we will gladly send it again.
How can I cancel my order?
If you want to cancel your order, please contact us as early as possible. As long as the order has not been dispatched we will cancel it and you will incur no costs. If the order is already on its way, cancellation is no longer possible — in that case we will discuss the option of a return with you. You will find those conditions under Returns & refunds; the contractual basis is set out in our Terms & conditions.
Can I change my order afterwards?
Once an order has been dispatched its contents can no longer be changed, because the goods have already left our warehouse. If the order has not yet been dispatched, please contact us: we will do everything we can to fulfil your request — for example swapping an item, adjusting a quantity or removing a line. The earlier your message reaches us, the better the chance that we can still make the change.
Customer service and claims
How do I report faulty goods?
If you receive a faulty product, please contact us within 7 days of receiving the delivery. In that case we cover the shipping costs as well as responsibility for returning or exchanging the product. Please describe the fault briefly, attach photos if you can and give us your order number — that way we can handle your case without follow-up questions.
How do I return faulty goods?
Please get in touch with us immediately if you have received faulty goods. We will organise a free return for you and take care of exchanging the product. We bear the cost of the return journey, so you take on neither postage nor shipping risk. Once the shipment has arrived with us and been checked, we will get back to you about the next steps.
What warranty applies to the products?
We grant a 3-month warranty on all our products. If a problem arises with a product within that period, please contact us — we will find a solution together with you, whether by exchange or refund. Your statutory warranty and withdrawal rights are of course unaffected by this.
How do I reach customer service?
For any question you can reach us by e-mail at vapepurchase7@gmail.com or on WhatsApp at +852 66264532. Both routes lead straight to our support team, which handles orders, claims and returns. We normally answer questions about returns and exchanges within 24 hours. You will find further ways to get in touch on our Contact page.
How do I complain about your service or a product?
If you are not satisfied with our service or with a product, please contact us and describe what happened. We take every complaint seriously, review the case traceably and come back to you with a solution. What matters to us is that you do not just receive an answer, but that your matter is genuinely resolved.
Returns and refunds
How do I return a product because of a quality problem?
Products with a quality problem can be returned within 7 days. Please contact us so that we can organise the return or the exchange for you. We will agree with you how the goods get back to us, and in the case of quality defects we cover the shipping costs involved. Where possible, please send items back in the original packaging and with the complete accessories so that processing can be quick.
Will I get a refund?
If the product meets the return conditions and is in its original condition, you will receive a full refund of the purchase amount. The prerequisite is that the goods are unopened and undamaged and that all accessories are present. Please agree the return with us in advance so that we can match your parcel to your order and start the refund without delay.
How do I return a product if I simply do not like it?
We only accept products back if they are faulty or there is a quality problem. In all other cases — for example if an item is not to your taste — please talk to us so that we can discuss the options together. Your statutory right of withdrawal remains unaffected.
What conditions apply to refunds for faulty goods?
If a product is faulty, we cover the cost of the return and refund you the full amount once the returned goods have arrived. Please report the fault to our customer service in advance and include the goods as completely as possible. That way we can check the case and arrange the refund promptly.
How long does a refund take?
Once we have received the returned goods we process the refund within 7–14 working days. How quickly the money actually reaches you depends on the payment method you chose and on your payment provider; with bank transfers the credit can take an additional few working days. Refunds are in principle issued through the route you paid with. For cash-on-delivery payments we handle the refund through our customer service and agree the necessary details with you personally.
Your question is not here?
Then simply write to us — we are happy to help and normally reply within 24 hours. You can reach our support team by e-mail at vapepurchase7@gmail.com and on WhatsApp at +852 66264532. Please remember that we sell exclusively to people aged 18 and over.
