{"id":29301,"date":"2026-04-21T15:06:44","date_gmt":"2026-04-21T15:06:44","guid":{"rendered":"https:\/\/gvape.de\/?page_id=29301"},"modified":"2026-04-22T03:10:14","modified_gmt":"2026-04-22T03:10:14","slug":"faq","status":"publish","type":"page","link":"https:\/\/gvape.de\/index.php\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"<p>[vc_row][vc_column][vc_column_text css=&#8221;.vc_custom_1776821683979{margin-bottom: 60px !important;}&#8221; woodmart_inline=&#8221;no&#8221; text_larger=&#8221;no&#8221;]Welcome to the VapeU Customer Support Centre! Here you will find detailed answers to frequently asked questions on topics such as payment, shipping, returns and refunds. We endeavour to provide you with clear and quick solutions to make your shopping experience worry-free. If you have any questions during your purchase, you can always check our FAQ page. If you cannot find the answers you are looking for there, please contact our customer service team directly.&nbsp;<a href=\"https:\/\/vapeu.de\/en\/contact\/\">Customer service team<\/a>&nbsp;&#8211; We will be happy to help you.[\/vc_column_text][woodmart_text_block woodmart_css_id=&#8221;69e8240104774&#8243; woodmart_inline=&#8221;no&#8221; responsive_spacing=&#8221;eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2OWU4MjQwMTA0Nzc0Iiwic2hvcnRjb2RlIjoid29vZG1hcnRfdGV4dF9ibG9jayIsImRhdGEiOnsidGFibGV0Ijp7fSwibW9iaWxlIjp7fX19&#8243; parallax_scroll=&#8221;no&#8221; wd_hide_on_desktop=&#8221;no&#8221; wd_hide_on_tablet=&#8221;no&#8221; wd_hide_on_mobile=&#8221;no&#8221;]<\/p>\n<h2 class=\"lead\">Payment<\/h2>\n<p>[\/woodmart_text_block][woodmart_accordion state=&#8221;all_closed&#8221; title_font_weight=&#8221;600&#8243; woodmart_css_id=&#8221;69e826aeef5ef&#8221; hide_top_bottom_border=&#8221;no&#8221; responsive_spacing=&#8221;eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2OWU4MjZhZWVmNWVmIiwic2hvcnRjb2RlIjoid29vZG1hcnRfYWNjb3JkaW9uIiwiZGF0YSI6eyJ0YWJsZXQiOnt9LCJtb2JpbGUiOnt9fX0=&#8221; wd_hide_on_desktop=&#8221;no&#8221; wd_hide_on_tablet=&#8221;no&#8221; wd_hide_on_mobile=&#8221;no&#8221; faq_schema=&#8221;no&#8221; css=&#8221;.vc_custom_1776821944566{margin-bottom: 60px !important;}&#8221;][woodmart_accordion_item title=&#8221;Why was my payment rejected?&#8221;]Your payment may have been rejected for the following reasons:<\/p>\n<div id=\"accordion-2038511083-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2038511083-label\">\n<ul data-start=\"123\" data-end=\"392\">\n<li data-start=\"123\" data-end=\"223\">\n<p data-start=\"125\" data-end=\"223\">Your bank or the card issuer has blocked the transaction (e.g. for security reasons)<\/p>\n<\/li>\n<li data-start=\"224\" data-end=\"290\">\n<p data-start=\"226\" data-end=\"290\">Incorrect card data (e.g. card number, expiry date or CVC)<\/p>\n<\/li>\n<li data-start=\"291\" data-end=\"332\">\n<p data-start=\"293\" data-end=\"332\">Insufficient funds in the account<\/p>\n<\/li>\n<li data-start=\"333\" data-end=\"392\">\n<p data-start=\"335\" data-end=\"392\">Payment restrictions in your country or region<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"394\" data-end=\"476\">Please contact your bank or try another payment method.<\/p>\n<\/div>\n<p>[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;Why is my order still on \u201cOn Hold\u201d or \u201cPend payment\u201d after payment?&#8221;]Your order may show the status &#8220;On Hold&#8221; for the following reasons:<\/p>\n<div id=\"accordion-872938929-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-872938929-label\">\n<ul data-start=\"654\" data-end=\"1107\">\n<li data-start=\"654\" data-end=\"829\">\n<p data-start=\"656\" data-end=\"829\"><strong data-start=\"656\" data-end=\"687\">Payment still being processed<\/strong>For bank transfers or certain payment methods (e.g. cryptocurrencies), it may take some time for the payment to be confirmed.<\/p>\n<\/li>\n<li data-start=\"830\" data-end=\"989\">\n<p data-start=\"832\" data-end=\"989\"><strong data-start=\"832\" data-end=\"869\">Manual check required<\/strong>: In the case of suspicious transactions or large orders, we may carry out a manual check.<\/p>\n<\/li>\n<li data-start=\"990\" data-end=\"1107\">\n<p data-start=\"992\" data-end=\"1107\"><strong data-start=\"992\" data-end=\"1016\">Technical synchronisation<\/strong>Sometimes there is a short delay between the payment provider and our system.<\/p>\n<\/li>\n<\/ul>\n<article class=\"text-token-text-primary w-full\" dir=\"auto\" data-testid=\"conversation-turn-18\" data-scroll-anchor=\"true\">\n<div class=\"text-base my-auto mx-auto pb-10 [--thread-content-margin:--spacing(4)] @[37rem]:[--thread-content-margin:--spacing(6)] @[72rem]:[--thread-content-margin:--spacing(16)] px-(--thread-content-margin)\">\n<div class=\"[--thread-content-max-width:32rem] @[34rem]:[--thread-content-max-width:40rem] @[64rem]:[--thread-content-max-width:48rem] mx-auto flex max-w-(--thread-content-max-width) flex-1 text-base gap-4 md:gap-5 lg:gap-6 group\/turn-messages focus-visible:outline-hidden\" tabindex=\"-1\">\n<div class=\"group\/conversation-turn relative flex w-full min-w-0 flex-col agent-turn\">\n<div class=\"relative flex-col gap-1 md:gap-3\">\n<div class=\"flex max-w-full flex-col grow\">\n<div class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal [.text-message+&amp;]:mt-5\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"b0d22089-ec9f-440a-ad1a-0f5cdf508c18\" data-message-model-slug=\"gpt-4-1-mini\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[3px]\">\n<div class=\"markdown prose dark:prose-invert w-full break-words light\">\n<p data-start=\"0\" data-end=\"412\" data-is-last-node=\"\" data-is-only-node=\"\">We normally handle this matter and there is no need to worry too much. Once the payment has been manually checked and authorised, you will receive an email indicating that your order is being processed. If after 24 hours your order still shows the status &#8220;On Hold&#8221; or waiting payment, please contact our customer service.&nbsp;<a href=\"https:\/\/vapeu.de\/en\/contact\/\">Customer service<\/a>&nbsp;&#8211; We will help you as quickly as possible.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/article>\n<\/div>\n<p>&nbsp;[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;Which payment methods does VapeU accept?&#8221;]We currently accept the following payment methods:<\/p>\n<div id=\"accordion-930296937-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-930296937-label\">\n<ul data-start=\"1354\" data-end=\"1451\">\n<li data-start=\"1354\" data-end=\"1420\">\n<p data-start=\"1356\" data-end=\"1420\">Credit and debit cards (Visa \/ MasterCard \/ American Express)<\/p>\n<\/li>\n<li data-start=\"1421\" data-end=\"1431\">\n<p data-start=\"1423\" data-end=\"1431\">PayPal<\/p>\n<\/li>\n<li data-start=\"1432\" data-end=\"1451\">\n<p data-start=\"1434\" data-end=\"1451\">Bank transfer<\/p>\n<\/li>\n<\/ul>\n<article class=\"text-token-text-primary w-full\" dir=\"auto\" data-testid=\"conversation-turn-20\" data-scroll-anchor=\"true\">\n<div class=\"text-base my-auto mx-auto pb-10 [--thread-content-margin:--spacing(4)] @[37rem]:[--thread-content-margin:--spacing(6)] @[72rem]:[--thread-content-margin:--spacing(16)] px-(--thread-content-margin)\">\n<div class=\"[--thread-content-max-width:32rem] @[34rem]:[--thread-content-max-width:40rem] @[64rem]:[--thread-content-max-width:48rem] mx-auto flex max-w-(--thread-content-max-width) flex-1 text-base gap-4 md:gap-5 lg:gap-6 group\/turn-messages focus-visible:outline-hidden\" tabindex=\"-1\">\n<div class=\"group\/conversation-turn relative flex w-full min-w-0 flex-col agent-turn\">\n<div class=\"relative flex-col gap-1 md:gap-3\">\n<div class=\"flex max-w-full flex-col grow\">\n<div class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal [.text-message+&amp;]:mt-5\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"fe88d121-7872-4c91-9ee2-9eba23b9fefb\" data-message-model-slug=\"gpt-4o\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[3px]\">\n<div class=\"markdown prose dark:prose-invert w-full break-words light\">\n<p data-start=\"0\" data-end=\"226\" data-is-last-node=\"\" data-is-only-node=\"\">In our&nbsp;<a href=\"https:\/\/vapeu.de\/en\/\">VapeU-Shop<\/a>&nbsp;you can pay with these payment methods. You can also use the online customer service&nbsp;<a href=\"https:\/\/vapeu.de\/en\/contact\/\">Contact us<\/a>who will provide you with a link to use other payment methods.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/article>\n<\/div>\n<p>[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;Do you offer cash on delivery (payment on delivery)?&#8221;]We currently do not offer cash on delivery. Please use the available online payment methods during checkout or contact customer service to pay via a link and use additional payment methods to process your order faster.[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;Is payment on your website secure?&#8221;]Yes, your payment is safe with us.<\/p>\n<div id=\"accordion-2795510084-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2795510084-label\">\n<p>Our website uses SSL encryption to transfer all data securely. All payments are processed via trusted third party providers. We do not store any payment data.<\/p>\n<\/div>\n<p>[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;How do I know if my payment was successful and the order has been confirmed?&#8221;]After successful payment you will receive an order confirmation by e-mail with all the details.<\/p>\n<div id=\"accordion-3346337218-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3346337218-label\">\n<p>You can also log into your customer account and check the status under &#8220;<a href=\"https:\/\/vapeu.de\/en\/my-account\/orders\/\">My orders<\/a>&#8221; view.<\/p>\n<\/div>\n<p>[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;How can I apply for a refund?&#8221;]If you would like a refund due to a quality problem or other justified reasons, please contact our customer service within 7 days of receipt of the goods.<\/p>\n<div id=\"accordion-1237918187-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-1237918187-label\">\n<p>After checking the reason for the return, the refund will be arranged. Further information can be found in our [<em><a href=\"https:\/\/vapeu.de\/en\/return-policy\/\">Return and refund policy<\/a><\/em>].<\/p>\n<\/div>\n<p>[\/woodmart_accordion_item][\/woodmart_accordion][\/vc_column][\/vc_row][vc_row][vc_column][woodmart_text_block woodmart_css_id=&#8221;69e8264c38517&#8243; woodmart_inline=&#8221;no&#8221; responsive_spacing=&#8221;eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2OWU4MjY0YzM4NTE3Iiwic2hvcnRjb2RlIjoid29vZG1hcnRfdGV4dF9ibG9jayIsImRhdGEiOnsidGFibGV0Ijp7fSwibW9iaWxlIjp7fX19&#8243; parallax_scroll=&#8221;no&#8221; wd_hide_on_desktop=&#8221;no&#8221; wd_hide_on_tablet=&#8221;no&#8221; wd_hide_on_mobile=&#8221;no&#8221;]<\/p>\n<h2 class=\"lead\">Shipping<\/h2>\n<p>[\/woodmart_text_block][\/vc_column][\/vc_row][vc_row][vc_column][woodmart_accordion state=&#8221;all_closed&#8221; title_font_weight=&#8221;600&#8243; woodmart_css_id=&#8221;69e82cdd54d4d&#8221; hide_top_bottom_border=&#8221;no&#8221; responsive_spacing=&#8221;eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2OWU4MmNkZDU0ZDRkIiwic2hvcnRjb2RlIjoid29vZG1hcnRfYWNjb3JkaW9uIiwiZGF0YSI6eyJ0YWJsZXQiOnt9LCJtb2JpbGUiOnt9fX0=&#8221; wd_hide_on_desktop=&#8221;no&#8221; wd_hide_on_tablet=&#8221;no&#8221; wd_hide_on_mobile=&#8221;no&#8221; faq_schema=&#8221;no&#8221; css=&#8221;.vc_custom_1776823528628{margin-bottom: 60px !important;}&#8221;][woodmart_accordion_item title=&#8221;How long does it take until I receive my e-cigarette?&#8221;]Normally we ship within 1-3 days and you can receive the parcel within 10-15 days. The delivery time may vary depending on the destination and shipping company.[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;Do I have to pay customs duties?&#8221;]We take care of customs clearance and fees for most orders, but for some specific countries (such as Norway and Switzerland) you may need to arrange customs clearance yourself.[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;Which shipping methods do you use?&#8221;]We normally ship with DHL or DPD. We have chosen these shipping channels to ensure that the e-cigarettes reach our customers safely.[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;Why are your e-cigarettes so cheap?&#8221;]As most e-cigarettes are produced in China, production costs are relatively low. Therefore, in our <em><a href=\"https:\/\/vapeu.de\/en\/\">Shop e-cigarettes<\/a><\/em>most of which are exported from China. We choose the safest shipping methods to ensure that your order arrives quickly and safely.[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;What should I do if the parcel is lost or delayed?&#8221;]If your parcel is lost or delayed, we will offer you additional e-cigarettes as compensation with your next order. You can contact our customer service team and provide the relevant information so that we can deal with the problem as quickly as possible.[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;How can I track my order?&#8221;]After your order has been dispatched, you will receive an e-mail with a tracking number. You can also check the order status on the &#8220;<em><a href=\"https:\/\/vapeu.de\/en\/my-account\/\">My account<\/a><\/em>&#8221; on our website and track the shipping progress with the &#8220;<em><a href=\"https:\/\/vapeu.de\/en\/order-tracking\/\">Track<\/a><\/em>&#8221; function.[\/woodmart_accordion_item][\/woodmart_accordion][woodmart_text_block woodmart_css_id=&#8221;69e831f21e9da&#8221; woodmart_inline=&#8221;no&#8221; responsive_spacing=&#8221;eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2OWU4MzFmMjFlOWRhIiwic2hvcnRjb2RlIjoid29vZG1hcnRfdGV4dF9ibG9jayIsImRhdGEiOnsidGFibGV0Ijp7fSwibW9iaWxlIjp7fX19&#8243; parallax_scroll=&#8221;no&#8221; wd_hide_on_desktop=&#8221;no&#8221; wd_hide_on_tablet=&#8221;no&#8221; wd_hide_on_mobile=&#8221;no&#8221;]<\/p>\n<h2>Returns and refunds<\/h2>\n<p>[\/woodmart_text_block][\/vc_column][\/vc_row][vc_row][vc_column][woodmart_accordion state=&#8221;all_closed&#8221; title_font_weight=&#8221;600&#8243; woodmart_css_id=&#8221;69e82d01db384&#8243; hide_top_bottom_border=&#8221;no&#8221; responsive_spacing=&#8221;eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2OWU4MmQwMWRiMzg0Iiwic2hvcnRjb2RlIjoid29vZG1hcnRfYWNjb3JkaW9uIiwiZGF0YSI6eyJ0YWJsZXQiOnt9LCJtb2JpbGUiOnt9fX0=&#8221; wd_hide_on_desktop=&#8221;no&#8221; wd_hide_on_tablet=&#8221;no&#8221; wd_hide_on_mobile=&#8221;no&#8221; faq_schema=&#8221;no&#8221;][woodmart_accordion_item title=&#8221;When can I request a return or refund?&#8221;]If the goods are not unpacked and undamaged, we cannot accept returns or refunds.<\/p>\n<div id=\"accordion-726106031-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-726106031-label\">\n<p>If the product received is damaged, please provide a clear video and contact customer service. We will take care of your request.<br data-start=\"5658\" data-end=\"5661\">If the packaging has been damaged due to logistics problems but the product is intact, we will not accept returns or refunds.<\/p>\n<\/div>\n<p>[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;How do I request a refund or return?&#8221;]If you have a problem with the product you received (e.g. it is damaged), please make a clear video and provide detailed information. Then submit your enquiry via customer service.<\/p>\n<div id=\"accordion-997900128-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-997900128-label\">\n<p>Customer Service will review your enquiry based on the video and the information provided and guide you through the next steps.<\/p>\n<\/div>\n<p>[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;What should I do if I have received a damaged product?&#8221;]If the product has been damaged during transport, please contact customer service as soon as possible and provide a video showing the damage to the product.<\/p>\n<div id=\"accordion-2733487836-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2733487836-label\">\n<p>Customer Service will assess the damage and offer you a compensation option.<\/p>\n<\/div>\n<p>[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;What should I do if the packaging has been damaged during the logistics process?&#8221;]If the packaging has been damaged in transit but the product is intact, we will not accept a return or refund.<\/p>\n<div id=\"accordion-2822711440-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2822711440-label\">\n<p>If the damaged packaging has damaged the product itself, please provide appropriate evidence and contact Customer Service. We will help you to solve the problem.<\/p>\n<\/div>\n<p>[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;What should I do if the product I received does not match my order?&#8221;]If the product you received does not match your order (e.g. wrong variant, quantity etc.), please contact customer service immediately and provide relevant order information and photos. We will exchange the item or resend missing items.[\/woodmart_accordion_item][woodmart_accordion_item title=&#8221;Didn&#8217;t find your question?&#8221;]You can download the detailed <strong style=\"text-decoration: underline;\"><a href=\"https:\/\/gvape.de\/index.php\/return-policy\/\"><em>Return and refund conditions<\/em><\/a> <\/strong>view.[\/woodmart_accordion_item][\/woodmart_accordion][\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-29301","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/gvape.de\/index.php\/wp-json\/wp\/v2\/pages\/29301","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/gvape.de\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/gvape.de\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/gvape.de\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/gvape.de\/index.php\/wp-json\/wp\/v2\/comments?post=29301"}],"version-history":[{"count":24,"href":"https:\/\/gvape.de\/index.php\/wp-json\/wp\/v2\/pages\/29301\/revisions"}],"predecessor-version":[{"id":29328,"href":"https:\/\/gvape.de\/index.php\/wp-json\/wp\/v2\/pages\/29301\/revisions\/29328"}],"wp:attachment":[{"href":"https:\/\/gvape.de\/index.php\/wp-json\/wp\/v2\/media?parent=29301"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}