About our FAQ – Answers to your most important questions
Welcome to the FAQ section of our online shop!
We know that when purchasing e-cigarettes and vaping accessories, many questions often arise – whether about shipping, payment, legal regulations, or product selection. To provide you with a clear, transparent, and worry-free shopping experience, we have thoroughly answered the most frequently asked questions of our customers here.
Our goal is not only to deliver high-quality products but also to provide first-class customer service and understandable information. Especially in the e-cigarette trade, there are regular legal updates, technical terms, or specific requirements (such as age verification) that may initially seem confusing to many buyers. That is precisely why we have created this FAQ page – as a central information source for everything related to your purchase with us.
 You are wondering:
How long does shipping take to my country?
How does age verification work upon delivery?
Which payment methods are secure and available?
How do I return a product that doesn't fit?
Are your products truly original and certified?
What happens if my package gets lost?
Don't worry – we have the right answers for you. In clear sections, we explain:
How the shipping and delivery process works,
which payment options you have,
how to proceed in case of a return or complaint proceed,
what about the Age verification and the Data Protection to be noted,
and how you in technical questions or wholesale inquiries Receive support.
Our FAQs are constantly updated so you always have the latest information. If your question is not answered here, you can contact our friendly customer service at any time directly via email, contact form, or through the link below.
Email: [email protected].
Whether you're a beginner or an experienced vaper – we want you to feel well taken care of with us. Trust in tested quality, fast delivery, and a team that stands behind the product.
Which countries do you deliver to?
We currently deliver to most countries in the European Union. If your country is displayed at checkout, delivery is possible. For special requests or bulk orders outside the EU, please contact our customer service.
How long does shipping take?
Processing your order typically takes 1–2 business days. After shipping, delivery within the United States usually takes 2–5 business days, depending on the destination and shipping carrier. Please note that delivery times may be extended due to customs clearance, holidays, or unexpected delays.
Which shipping carriers do you work with?
We ship with reliable partners such as DHL, DPD and others. All shipments are equipped with tracking. Once your order has been shipped, you will receive an email with the tracking number.
How can I track my delivery?
Once your order has been shipped, you will receive a tracking number. With this number, you can track your delivery directly on the carrier's website.
Is there free shipping?
From time to time, we offer promotions with free shipping. Current offers can be found on our homepage or in the newsletter. Otherwise, the shipping costs are transparently displayed at checkout.
Which items are excluded from exchanges?
For hygienic and safety reasons, the following items are non-returnable:
Opened or used disposable e-cigarettes
Opened e-liquids or nicotine salt products
Used coils, pods, or tanks
Reduced or clearance items (except for defects)
Do I need to create a customer account?
No, you can also order as a guest. However, a customer account offers the following advantages:
Overview of all orders
Faster order processing
Easy tracking of deliveries
Exclusive discounts and promotions
Where can I find my order overview?
If you have a customer account, you can log in and view all orders under 'My Account'. Additionally, you will receive an order and shipping confirmation via email.
My delivery has not arrived – what should I do now?
First, check the current status via the tracking. If there are no updates or the delivery is significantly delayed, please contact our customer service with your order number.
Do I need to be of legal age to order from you?
Yes. The sale of e-cigarettes and nicotine-containing products is only permitted to persons aged 18 and over. We strictly adhere to German and European youth protection laws.
How do you handle my data?
Your personal data will be treated confidentially and only used for processing your order. No disclosure to third parties will occur without your explicit consent. Our privacy policy complies with the requirements of the GDPR.
Where can I find the complete privacy policy?
You can find our privacy policy on our website at:
https://www.elementvape.de/privacy-policy/
Which payment methods do you accept?
We accept the following secure payment methods:
Credit and debit cards (Visa, MasterCard, American Express)
PayPal
Bank transfer (SEPA)
Klarna (if available)
Sofort transfer (only in Germany)
All available options are visible at checkout.
Is the payment on your website secure?
Yes, our webshop is SSL-encrypted. Your payment information is securely processed through our certified payment providers. We do not store complete payment data on our servers.
Will I receive an invoice?
Yes, after a successful order and shipment, you will receive a digital invoice via email. If you need an invoice with a VAT ID, please contact us in advance with your company details.
How does the return process work?
You can return unused and original packaging products within 14 days of receipt. Please contact us beforehand to obtain an RMA number (Return Merchandise Authorization).
How do I get a refund?
After receiving and inspecting the return, you will receive an email. If the inspection is successful, the refund will be processed within 5–7 business days to the originally selected payment method.
Can I cancel or change my order?
As long as your order has not yet been shipped, you can cancel or modify it. Please contact us as soon as possible. Changes are not possible after shipping.
Are your products original?
Yes, we exclusively sell original brand products directly from manufacturers or certified distributors. We do not carry counterfeits or replicas.
Are the products safe?
All products comply with applicable EU directives and safety standards. Please always read the instructions and warnings before use. Pay particular attention to instructions regarding batteries, chargers, and nicotine content.
Do you also sell nicotine-free products?
Yes, we offer numerous disposable devices and liquids with 0.1% nicotine. In the product selection, you can filter specifically by nicotine content.
How does age verification work?
An age verification may be required during the ordering process or upon delivery – e.g., by uploading an ID or by age check by the delivery person.
How can I contact you?
Our support team is happy to assist you:
Email: [[email protected]]
Contact form on the website
WhatsApp support (if available)
We usually respond within 24 hours on business days.
Do you offer wholesale or volume discounts?
Yes. If you are a retailer or wish to order larger quantities, please contact us with your inquiry. We offer customized quotes and attractive conditions for resellers.