About our FAQ answers to your most important questions
Welcome to the FAQ area of our online shop!
We know, that many questions often arise when buying e-cigarettes and steamer accessories-be it for shipping, For payment, on legal regulations or for product selection. To give them a clear one, To offer transparent and carefree shopping experience, We answered the most common questions of our customers at this point.
This is our goal, Not only to deliver high quality products, but also first -class customer service and understandable information. Especially in the area of e-cigarette trade there are regular legal updates, technical terms or special requirements (Like age verification), The ones that seem confusing for many buyers initially. This is exactly why we created this FAQ page-as a central source of information for everything related to your purchase from us.
You ask yourself:
How long does shipment to my country take?
How does the age verification work with delivery?
Which payment methods are safe and available?
How do I send a product back, that doesn't fit?
Are your products really original and certified?
What happens, When my package is lost?
Don't worry - we have the right answers for you. In clear sections we explain to you:
Again Shipping and delivery run out,
which Payment options They have,
As they are in the case of one Return or complaint proceed,
What with the Age control and that Data protection To consider,
And like you at technical questions or wholesale inquiries Receive support.
Our FAQs are constantly updated, so that you always have the latest information. Your question should not be answered here, you can directly email our friendly customer service at any time by email, Contact form or contact the link below.
E-mail: elementvapede@gmail.com.
Whether beginners or experienced steamer - we want, that you feel in good hands with us. Trust on tested quality, Fast delivery and a team, that is behind the product.
In which countries they deliver?
We are currently delivering to most countries of the European Union. If your country is displayed on the checkout, a delivery is possible. For special inquiries or large orders outside the EU, please contact our customer service.
How long does shipping take?
The processing of your order usually takes 1–2 working days. After shipping, the delivery time within the EU is usually 2–5 working days, Depending on the target country and shipping service provider. Please note, that delivery times through customs processing, Holidays or unexpected delays can extend.
Which shipping service providers do you work with?
We send with reliable partners like DHL, DPD and other. All programs are equipped with shipment tracking. As soon as your order has been sent, Receive an email with the shipment number.
How can I track my delivery?
As soon as your order has been sent, Receive a shipment number. With this number you can track your delivery directly on the website of the shipping service provider.
Is there free shipping?
From time to time we offer actions with free shipping. You can find current offers on our homepage or in the newsletter. Otherwise the shipping costs are displayed transparently at the checkout.
Which articles are excluded from the exchange?
For hygienic and safety -relevant reasons, the following articles are excluded from the exchange:
Open or used disposable e-cigarettes
Open e-liquids or nicotine salt products
Used coils, Pods oder Tanks
Reduced or sales items (Except for defective)
I have 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 actions
Where can I find my order overview?
If you have a customer account, you can log in and see all orders under "My account". You will also receive an order- and shipping confirmation by email.
My delivery has not arrived - what now?
First check the current status about the tracking tracking. If there are no updates or the delivery is very delayed, Please contact our customer service with your order number.
I have to be of legal age, To order from you?
And. The sale of e-cigarettes and nicotine-containing products is only available to people 18 years allowed. We are strictly adhered to the German and European Youth Protection Act.
How do you deal with my data?
Your personal data will be treated confidentially and only used to process your order. A transfer to third parties is not passed on without their express consent. Our data protection guideline meets the requirements of the GDPR.
Where can I find the full data protection declaration?
You can find our data protection declaration 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)
Clear (if available)
Sofortüberweisung (Only in Germany)
You can see all available options at the checkout.
Is the payment on your website safe?
And, Our web shop is SSL-encrypted. Your payment information will be processed safely through our certified payment providers. We do not store complete payment data on our servers.
I get an invoice?
And, After successfully ordering and shipping, you will receive a digital invoice by email. If you need an invoice with VAT ID, Please contact us in advance with your company data.
How does the return work?
You can do unused and original packaged products within 14 Tay days after receipt. Please contact us beforehand, To an RMA number (Return Merchandise Authorization) to obtain.
How do I get a refund?
After receiving and checking the return, you will receive an email. If the exam is successful, the reimbursement takes place within 5–7 working days to the originally selected payment method.
I can cancel or change my order?
As long as your order has not yet been sent, you can cancel or change them. Please contact us as soon as possible. After shipping, a change is no longer possible.
Are your products original?
And, We only sell original branded products directly from manufacturers or certified distributors. We do not lead any counterfeits or replicas.
The products are safe?
All products correspond to the applicable EU guidelines and security standards. Please always read the instructions and warnings before use. In particular, note notes on batteries, Chargers and nicotine content.
Also sell nicotine -free products?
And, We offer numerous disposable devices and liquids 0 % Nikotin an. In the product selection, you can specifically filter according to nicotine content.
How does age verification work?
An age test may be required during the ordering process or at the delivery. B. By uploading an ID or by the parcel messenger.
How can I contact you?
Our support team will be happy to help you:
E-mail: [elementvapede@gmail.com]
Contact form on the website
WhatsApp-Support (if available)
We usually answer within 24 Hours on working days.
Offer wholesale or quantity discounts?
And. If you are a dealer or want to order larger quantities, Please contact us with your request. We offer individual offers and attractive conditions for resellers.