Q: What is an electronic cigarette?
A: Electronic cigarettes, or e-cigarettes, are devices created to deliver nicotine as a vapour without the tar, tobacco and carbon monoxide associated with traditional tobacco products.
Q: What is an e-liquid and what is in it?
A: E-liquids are essentially a flavoured nicotine solution. Vivid Vapours e-liquids come in 10ml bottles and contain water, Propylene Glycol, Vegetable Glycerol, flavouring and Nicotine.
Q: I'm pregnant, why do you say not to use your products while pregnant or breastfeeding, they only have nicotine in them?
A: As there is little research on the safety of any nicotine products during pregnancy, we advise that you do not use Vivid Vapours in specific medical conditions, including whilst pregnant or breastfeeding. Please ask your GP for further advice on the risk of nicotine during pregnancy.
Q: I have a heart condition or high blood pressure, can I use e-cigarettes?
A: As with any known illness, we advise that you consult with your GP before using any of our products.
Q: What is Nicotine?
A: Nicotine is a natural chemical found in the tobacco plant. Nicotine is a stimulant and is highly addictive. Vivid Vapours products contain nicotine at varying amounts allowing you choose your level of nicotine intake. Available in our range are:
- High Nicotine content (18mg of nicotine per ml)
- Medium Nicotine content (11mg of nicotine per ml)
Q: What is PG?
A: PG stands for Propylene Glycol. Propylene Glycol is a diluent which is used in many every day products such as medicines, mouthwashes and as a food additive. The diluent is the base of the E-liquid; it holds the nicotine and the flavouring and also creates the vapour which is exhaled. PG is free from animal derivatives and suitable for vegetarians
Q: Do you have any new flavours/products/strengths?
A: We are always looking to expand our range with new and exciting products in line with the feedback we receive from our customers. We announce any new products through our newsletter, you can subscribe to our newsletter through the signup box on our websites homepage.
Q: How do I look after my e-cigarette battery?
A: The Vivid Vapours battery is activated through air pressure and so can be sensitive. Avoid dropping the battery as well as keeping it away from magnets, liquids and extreme temperature changes.
Q: How long does it take for the battery to charge?
A: It will take approximately 4 hours for your e-cigarette battery to be fully charged via the USB cable. There are also USB adaptors available from our store so that the battery can be safely charged from the mains or in a car. Please be aware that only Vivid Vapours adaptors should be used to charge the battery as non-Vivid Vapours branded adaptors may not be compatible with the battery and could cause overcharging.
As a precaution we advise that you do not leave the battery unattended while charging or leave it to charge overnight.
Q: How many uses does the battery last for on a rechargeable e-cigarette?
A: You can recharge your Vivid Vapours battery over 300 times before its functionality will begin to decline and you need to purchase another one.
Q: How will I know when the battery is fully charged?
A: When the battery is fully charged the ‘on/off’ button will turn green
Q: My rechargeable battery has been charged but the electronic cigarette still isn't working?
A: If your battery is old or well used, it may be unable to hold its charge and needs to be replaced. If this is not the case and you are having issues with battery unit please either email through to firstname.lastname@example.org or call through to the office on 0800 085 8858 and a member of our customer service team will be happy to help you.
Q: What is the electric charge of the rechargeable batteries?
A: There are three different batteries available in the Vivid Vapours range:
-Rechargeable e-liquid starter kit batteries are 650mAh
-Rechargeable e-liquid replacement batteries are 1100mAh
Q: How long do bottles of e-liquid last for?
A: This really depends on your personal usage and style of vaping. Each e-liquid bottle contains 10ml of liquid.
Q: How long should a clearomiser last?
A: Clearomisers are a disposable product that will last between 2-4 weeks depending on your usage. We recommend using a new clearomiser with each different flavoured e-liquid to avoid tainting the flavour.
Q: What do I do if I receive the wrong item in my order?
A: Very rarely the wrong item may be sent to you, if this has happened with your order please accept our apologies. You can either email us at email@example.com or contact us on 0800 085 8858 and we will advise how to get this error rectified.
Q: How do I get a tracking number for my order?
A: You can either call through to our customer service team on 0800 085 8858 or you can email us on firstname.lastname@example.org and the customer service team will be more than happy to provide you with the tracking number for your parcel.
Q: I ordered my items over the weekend during the bank holiday, why are they not being dispatched immediately?
A: All of our parcels are sent out the same day if ordered before 2pm on a week day, or are dispatched the next working day if ordered on a weekend. Unfortunately our opening hours do not include weekends or bank holidays so this is why your parcel has been delayed.
Q: What are the timescales on standard shipping?
A: Standard shipping takes 2-3 working days to reach its destination. The free shipping option on orders over £25 works against the same time frame and there is currently no option for faster delivery. Orders outside of the UK will take between 3-8 days to arrive.
Q: Can I legally smoke e-cigarettes anywhere?
A: E-cigarettes are not subject to the public place smoking ban but as a matter of courtesy it is usually a good idea to check with the owner of the premises before you use your e-cigarette to make sure that they are happy for you to do so.
Q: How do I cancel an order?
A: If you wish to cancel an order please call through to the customer service team on 0800 085 8858.
Please contact us before 4.00pm the day the order is placed (or the following day if it was placed after 5pm) and we will be able to stop it from being dispatched and refund the payment. If the order has already been dispatched, in line with consumer law, you can return the items in their original condition (unopened and unused) within 14 days for a full refund. This 14 day period begins the day after your item is received; you must email us at email@example.com with your return request within this 14 day period. Any requests made after this time will be denied.
Q: I'm having problems placing an order on the website, who should I contact?
A: If you are having issues placing your order online please call through to the customer service department on 0800 085 8858 and a member of our customer service team will be able to take an order over the phone for you. You can also find Vivid Vapours products in a shop near you. Try our stockist finder to see a list of your closest stores.
Q: Do I need a license to sell e-Cigarettes?
A: You do not need a license to sell electronic cigarettes but they are an age restricted product and should not be sold to under 18s.
Q: Where can I find your wholesale prices?
A: Please either contact us through the form on our contact page or by emailing firstname.lastname@example.org including your telephone number and one of our representatives will call you, they will be able to provide additional information about the Vivid Vapours product range and discuss the wholesale prices based on your requirements.
Q: Is the E-liquid used in Vivid Vapours products suitable for vegetarians?
A: We do not use any animal derived ingredients in our e-liquids. All ingredients are either synthetic or from vegetal source (e.g. plant extracts/oils).
Q: Should Vivid Vapours customers be concerned about Diacetyl?
A: Diacetyl is not authorised for use in any products supplied by Vivid Vapours.