FAQ
Global Help Centre
International Help & FAQ
Straightforward answers about product compatibility, international delivery, customs clearance, tracking, returns and after-sales support for customers outside the United Kingdom.
Choose the right product
Products & compatibility
Always check the individual product page for the current specification, nicotine strength, capacity and compatible device before ordering.
Are the products sold by UVT genuine?
Yes. UK Vape & Tobacco Flagship Store sells genuine products sourced through authorised or verified supply channels. Packaging, warning labels and product design may vary by market, regional version or manufacturing date. If you have a concern, email support@uvtstore.com with your order number and clear photographs of the product and packaging.
Which product ranges do you currently sell?
Our principal ranges include RELX Infinity-compatible devices and Infinity Pod Pro 2, the RELX Creator system, RELX MAXGO, ELFBAR Ice King, selected disposable or refillable vape products, accessories and selected tobacco products. Availability, flavours, nicotine strength and specifications may change, so the product page takes priority.
Which pods fit my RELX device?
Do not assume that all RELX generations are interchangeable. Infinity Pod Pro 2 is intended for compatible Infinity-family devices only where stated on the product page. RELX Classic first-generation devices use a different system. Before payment, match the exact device name with the compatibility information shown on the pod page. If uncertain, contact us with a photograph of your device.
Can I use Creator Pods with an Infinity device?
No. RELX Creator Pods belong to the Creator system and are not designed for RELX Infinity or Classic devices. Use only the pod or refill format stated for your exact Creator device.
Do all products contain nicotine?
No. Devices and accessories do not normally contain nicotine, and selected products may be nicotine-free. Prefilled pods, cartridges, e-liquids and disposable vapes may contain nicotine. Read the product title, description and packaging information carefully before ordering.
Warning: nicotine is addictive. Nicotine-containing products are intended only for adults who already smoke or vape.
Are all Ice King and disposable products rechargeable or refillable?
No. “Disposable”, “Ice King” and big-puff products do not all share the same construction. Some may be rechargeable, while others cannot be recharged, refilled or fitted with a replacement pod. The specification on the individual product page determines the correct use. Never attempt to open, refill or modify a sealed product.
From the UK to your country
Orders, payment & international delivery
International orders are dispatched from the United Kingdom using tracked delivery and are normally handed to a local carrier after arrival.
Where do you deliver?
We deliver to most countries and regions outside the United Kingdom. We do not currently accept delivery orders within the UK. Availability can change because of local law, customs restrictions or carrier limitations. Enter your destination at checkout; if it is unavailable, contact us before ordering.
How much does international shipping cost?
Standard international postage normally ranges from £9.90 to £22.60, depending on the destination. Qualifying orders of £100 or more and products explicitly marked as Free Shipping Bundles receive free international delivery. The shipping charge displayed at checkout is the applicable rate for that order and destination.
When will my order be dispatched?
Most orders are dispatched within 24 hours after payment is confirmed. Weekends, UK public holidays, pre-orders, major promotions or unusually high demand may require more time. A tracking number is issued after dispatch.
How long does delivery take?
International delivery normally takes approximately 3–15 days after dispatch. This is an estimate, not a guaranteed arrival date. Customs inspection, public holidays, weather, transport disruption and remote destinations can extend the delivery time.
How do I track my parcel?
Use the tracking number from your dispatch email on our global tracking page. Start with Royal Mail; after the parcel reaches its destination country, the same number can usually be entered on the local postal operator’s website.
A pause in tracking while the parcel travels between countries or waits for customs is common and does not by itself mean the parcel is lost.
Which payment methods and currencies are available?
We accept supported international debit and credit cards, including Visa and Mastercard, together with WeChat Pay and Alipay where available. Prices are based in British pounds. Currency display options may include CNY, JPY, EUR and USD, but the final conversion rate and any foreign transaction fee are determined by the customer’s payment provider.
Can I change or cancel an order?
Contact us immediately. Cancellation is normally possible only before picking and packing begins. Once an order enters fulfilment, has been packed or has been dispatched, it cannot normally be changed or cancelled. Always check the product, flavour, nicotine strength, quantity, compatibility and delivery address before paying.
Where can I find the information needed for customs?
Use our order information page and keep your order confirmation, payment record, product details and tracking number. Customs or the local carrier may ask the recipient for these documents.
Personal import responsibilities
Customs, duties & returned parcels
Import rules differ substantially between destinations. Customs decisions are made independently by the authorities in the destination country.
May I legally import these products into my country?
You are responsible for checking the current rules in your delivery destination before ordering. Restrictions may apply to vape devices, nicotine strength, e-liquid capacity, pod or disposable quantity, advertised puff count, tobacco products, parcel value and personal-use imports. Order only a reasonable quantity for your own use and do not resell where local law prohibits it.
Are import duties and local taxes included?
Unless checkout expressly says otherwise, customs duties, tobacco taxes, VAT, import charges and local handling fees are not included in the product price or international postage. If assessed, they must be paid by the recipient through the official channel stated by customs or the local carrier.
What should I do if customs asks for documents?
Follow the official notice within the stated time. Customs may request identification, proof of purchase, payment evidence, product descriptions, quantities or confirmation of personal use. We can provide available order and dispatch information, but we cannot file a false declaration, reduce the declared value or change the product description.
Can UVT guarantee customs clearance or tax-free delivery?
No. We cannot guarantee release, duty-free entry, a particular clearance time or final delivery. Customs may release the parcel directly, assess tax, request additional information, return it, confiscate it or dispose of it according to local law. Historical clearance information does not guarantee the outcome of a future order.
What happens if customs returns my parcel?
We must wait until the parcel physically returns to our UK warehouse and has been inspected. Depending on product condition and eligibility, we may offer:
- re-dispatch after the applicable postage and costs are paid;
- a refund of the eligible product value; or
- store credit where available.
Original postage is not refundable. Return charges, duties, carrier fees and second delivery costs are the customer’s responsibility. The same approach applies to a wrong or incomplete address, refusal, failure to collect or prolonged non-response.
What if customs confiscates or destroys the goods?
If goods are confiscated, destroyed or otherwise do not return to our warehouse, we cannot inspect or recover them and therefore cannot provide a product refund. The recipient remains responsible for complying with local import requirements and responding to official notices.
Verify any message through the destination country’s official customs or postal website. Do not send identity documents, payment details or verification codes to an unknown personal account.
Use, care and claims
Troubleshooting, returns & warranty
Stop using a product if it becomes unusually hot, damaged or unsafe. Do not puncture, crush, open or modify a sealed battery or e-liquid product.
My device is flashing or producing no vapour. What should I check?
- Charge the device using the correct cable and a standard low-power USB source.
- Remove the pod and gently clean the pod base and device contacts with dry tissue or a cotton swab.
- Check that protective seals have been removed and the airflow opening is clear.
- Reinsert the pod securely or test another compatible pod.
If the problem continues, stop using the device and send us a short video showing the issue.
Can I use a fast charger or charge the device overnight?
No. Unless the product page expressly states otherwise, use the supplied cable or a compatible standard 5V USB power source. High-wattage fast chargers, damaged cables, charging while wet, prolonged charging and overnight charging may damage the battery and can invalidate warranty coverage where they caused the fault.
Is crackling, condensation or a small amount of liquid normal?
Light crackling and condensation can occur during normal atomisation, especially with cotton or mesh systems. Remove the pod and wipe the mouthpiece, pod base and device contacts with dry tissue. Take slow, gentle puffs and keep the product upright. A persistent large leak, damaged seal or liquid escaping from the device should be reported and the product should not be used.
Why does the flavour taste burnt or weak?
A burnt or weak taste can result from an empty pod, blocked airflow, repeated rapid puffs, incorrect power setting or a pod that has reached the end of its life. Stop using a pod that tastes burnt. For adjustable products, begin at the lowest suitable setting and allow time between puffs.
What warranty is provided for electronic devices?
Eligible electronic devices include a one-year commercial warranty from the purchase date. Proof of purchase is required. Coverage is for confirmed manufacturing faults and does not include loss, theft, accidental or liquid damage, normal wear, misuse, incompatible accessories, unauthorised modification or battery damage caused by unsuitable charging.
How quickly must I report a damaged, incorrect or faulty item?
Transport damage or an incorrect item must be reported within 48 hours of delivery. Quality concerns involving pods, cartridges, e-liquid, tobacco or other consumables must be reported within 7 days of delivery. Include the order number, a description, clear photographs or video, the product packaging and the delivery box. Keep all items until the review is complete.
Can I return an item because I changed my mind?
You may request an authorised return of an eligible unopened and unused item within 30 days of delivery. Contact us before sending anything; the return address is supplied only after approval. For hygiene, safety and regulatory reasons, opened pods, cartridges, e-liquids, tobacco products and other oral-use consumables cannot be returned unless a fault is confirmed.
Personalised or engraved products and gift cards are not returnable for change of mind. Original postage and customer-paid return postage are normally non-refundable. Promotional items remain covered for confirmed faults, while ordinary returns depend on their eligibility and condition.
What evidence should I send to Customer Support?
Please provide:
- your order number and the email or telephone number used at checkout;
- the product name, flavour and quantity;
- a clear explanation of the problem;
- photographs or video showing the product, packaging and fault; and
- the tracking number and delivery packaging where shipping is relevant.
Do not dispose of the item unless we or the relevant authority instruct you to do so.
Still need help?
Our multilingual team can help with compatibility, orders, tracking and after-sales questions. For the fastest review, include the relevant order number, tracking number and photographs or video.
- Email: support@uvtstore.com
- Telephone: +44 7849 493249
- Support available in English, Chinese and Japanese
