Frequently Asked Questions (FAQ)
Quick answers about products, delivery and e-cigarettes
1. What you need to know about disposable e-cigarettes
Do I need to prepare the device before using it? No. All our disposable vapes are ready to use straight away („Ready to Vape“) and feature an automatic draw activation – you simply need to remove the protective film and silicone plug. Tip: To avoid a burnt taste, it’s best to leave the device standing upright for 30 seconds to 1 minute after removing the film and cap, so that the e-liquid can mix with the heating element.
What does the ‘puff’ specification (trains) mean? The number of puffs stated (e.g. 15,000 or 20,000) represents the maximum possible number of inhalations under optimal conditions. The actual lifespan varies depending on individual usage patterns.
Why is my e-cigarette flashing blue or red? If the LED or display flashes, this usually indicates that the battery is flat. High-capacity models, such as those in the Fumot Tornado series, have a rechargeable battery that can be charged via a USB-C cable.
How do I store my vapes properly? To ensure the best flavour and long battery life, the devices should be stored in a cool, dry place at room temperature – away from direct sunlight, extreme heat, frost and damp.
2. Products & Orders
Are the products guaranteed to be genuine? Yes. We guarantee that all the brands we stock – including Fumot, RandM, Bang Vape, Razz Bar and Al Fakher – are 100 % genuine, as we buy directly from the manufacturer without any middlemen.
How does the flavour selection work with subscription boxes? Each box contains 10 disposable vapes; you can choose one flavour per full box. Example: If you order 30 vapes (3 boxes), you can choose up to 3 different flavours. Please specify your preferences in the order comments field or inform our support team. If you select „Random selection“, each box will contain a single flavour.
Can I still change my delivery address or cancel my order? Changes or cancellations can only be made as long as the goods have not yet been dispatched. Please contact us immediately at info@vxelvape.com, quoting your order number. No changes can be made once the goods have been dispatched.
3. Postage & Delivery
Which countries do you deliver to, and how long does it take? We deliver to all EU countries. Delivery times from our EU warehouse are 3–5 working days for items in stock; for items dispatched from our international warehouse, delivery takes 12–15 working days.
Are customs duties payable on deliveries to Germany? No. Shipments to Germany and neighbouring European countries are made on a DDP basis – all customs formalities and duties are already included, so there are no hidden costs.
4. Returns & Warranty
What happens if a parcel is lost during transit? All parcels are insured for 100 % against loss, theft or damage in transit. In the event of proven loss, you will receive a replacement free of charge.
How long do I have to make a complaint about a faulty product? Due to hygiene regulations governing disposable e-cigarettes, a 3-day period applies from the date of receipt. Please check that the product is working correctly immediately upon receipt. Once this period has expired, neither a refund nor a free replacement will be possible.
Was your question not listed? Our German-speaking customer service team will be happy to assist you personally. WhatsApp: +86 19120639355 | Email: info@vxelvape.com