FAQ & Downloads

Simply click the "Log In" or Account icon in the top right corner (or select Account > Log in on mobile). Enter your email address and click Continue. You'll receive a 6-digit code via email from the site - enter this code to log in. The code is valid for only a few minutes, so use it quickly. Once logged in, click "Shop" to start browsing.

You can register by clicking the "Sign up" or "Register" link on the website. Contact our team at contact@vapelocal.co.uk or call 03333 050 981 o set up your wholesale account.

You need to be logged in with an approved wholesale account to view prices and place orders. If you're having trouble accessing your account, contact our team for assistance.

We offer FREE delivery on orders over £250+VAT. For orders under this amount, standard delivery charges apply of £6.50.

We offer same day dispatch for orders placed before 4:30pm. If you order by 4:30pm on Friday, you can receive Saturday delivery (where available). Standard delivery times vary by location - you'll see estimated delivery dates during checkout.

Once logged in, go to your Account dashboard and click "Orders" to view your order history. Find the order you want to track and check its status. If your order has shipped, you'll see tracking information and can click for more details on the shipment.

After adding items to your cart and proceeding to checkout:

1. Browse and add items to your cart
2. Click the "Checkout" button
3. Fill in your billing address details
4. Select your preferred delivery method
5. On the payment screen, choose "Credit or Debit Card"
6. Enter your card details (number, expiry, CVV)
7. Confirm your billing address
8. Review your order and complete your purchase

You'll receive an order confirmation page and email once payment is processed.

Contact your field team Manager and they can send you a credit application. The whole process takes around 14 days. If approved, you'll be able to order using an agreed credit limit with strict 30 day payment terms. You can pay directly and easily through the orders hub on your account dashboard.

To get started with your credit application:

• Contact your Field Agent through contact@vapelocal.co.uk or 03333 050 981
• Use the "Agent" link in your account dashboard
• Request a credit application form

This credit facility makes ordering more convenient for established retailers and helps with cash flow management while maintaining our professional payment terms.

An account hold typically means there are overdue invoices on your account that need to be resolved before you can place new orders. This is a standard procedure to ensure all accounts remain current with their payment terms.

To resolve an account hold:

• Contact our customer service team immediately at contact@vapelocal.co.uk or 03333 050 981
• We can also help resolve the issue quickly
• Check your orders hub for any outstanding invoices
• Once payment is processed, your account will be reactivated promptly

We understand that payment issues can sometimes occur, and our team is here to help get your account back to normal trading status as quickly as possible. Don't hesitate to reach out - we're committed to supporting your business.

Log in to your account, click the account icon in the top right corner to access your dashboard. Scroll down to the "Addresses" section and select the pencil icon. Click "Edit" next to the address you want to change, make your updates, and click "Save". Note: Address changes only apply to future orders

You can contact your Field Agent through:

• Email: contact@vapelocal.co.uk
• Phone: 03333 050 981
• Use the "Agent" link in your account dashboard
• Visit our Help page for additional contact options

An account hold typically means there are overdue invoices on your account that need to be resolved before you can place new orders. This is a standard procedure to ensure all accounts remain current with their payment terms.

To resolve an account hold:

• Contact our customer service team immediately at contact@vapelocal.co.uk or 03333 050 981
• Our team can also help resolve the issue quickly
• Check your orders hub for any outstanding invoices
• Once payment is processed, your account will be reactivated promptly

We understand that payment issues can sometimes occur, and our team is here to help get your account back to normal trading status as quickly as possible. Don't hesitate to reach out - we're committed to supporting your business.

Yes, we have a returns policy in place. Visit our Returns page in the footer of the website or contact our customer service team at contact@vapelocal.co.uk for specific return procedures and conditions.

Contact our customer service team at contact@vapelocal.co.uk or call 03333 050 981 to initiate a return. Our team will guide you through the return process and provide any necessary return labels or instructions.

We specialise in smoking alternative products including:

• 600 Puff Rechargeable Vapes
• Legal Big Puff devices
• E-liquids
• Nicotine Pouches
• Popular brands like ELFBar, SKE, IVG, Lost Mary, PIXL, and Velo

Yes, absolutely. All products available on Vape Local are fully compliant with the new regulations that came into effect on 1st June 2025. We've carefully curated our range to ensure every item meets the latest UK compliance standards for smoking alternative products.

We've identified compliant alternatives to the most popular disposable brands. Our range includes 600 puff rechargeable devices and legal big puff alternatives that deliver similar experiences to the products your customers loved. Visit our Compliant 600 Products page today. Our team can provide specific product recommendations based on your previous bestsellers and help with transition planning.

Yes, every product goes through Phoenix 2 Retail's comprehensive 'Pre 2 Post-Market' Testing Program. We've independently tested and approved over 1,000 SKUs before they reach stores. Our rigorous testing process includes safety assessments, compliance verification, and quality control measures. You can learn more about our testing standards at: https://www.phoenix2retail.co.uk/pre-2-post-market-testing.php

Nicotine pouches are small, discreet pouches containing nicotine that are placed between the lip and gum. They're tobacco-free, smoke-free, and vapour-free, making them a popular alternative for consumers seeking nicotine without traditional smoking or vaping. They come in various flavours and nicotine strengths.

Yes, nicotine pouches are experiencing significant growth in the UK market. They're becoming increasingly popular as consumers look for discreet, convenient alternatives to traditional smoking and vaping products. The category is showing strong consumer adoption and represents an excellent growth opportunity for retailers.

Absolutely. Given the rapid growth in consumer demand and the regulatory changes affecting other smoking alternatives, nicotine pouches represent a valuable category expansion opportunity. They offer high margins, strong consumer interest, and complement your existing smoking alternatives range. Our team can help you optimise space allocation and merchandising for maximum profitability.

Yes! As part of Phoenix 2 Retail's comprehensive service, we offer complete fixturing solutions and merchandising support designed specifically for the smoking alternatives category. Our team helps optimise your store layout to maximise sales while ensuring compliance. Contact our team for merchandising support.

Yes, we provide Point of Sale materials as part of our category management support. Contact our customer service team to discuss available POS materials for your store.

Yes, we provide counter top units as part of our comprehensive fixture solutions. These are designed specifically for smoking alternative products and help maximise impulse purchases while ensuring compliance with display regulations. Contact our team to discuss available counter top options for your store layout.

Yes, we provide comprehensive gantry and fixture solutions specifically designed for vaping and smoking alternative products. As part of Phoenix 2 Retail's end-to-end service, we offer complete fixturing solutions that include:

• Custom gantry systems for behind-counter displays
• Compliant fixture designs that meet current regulations
• Counter top units for impulse purchases
• Category-specific merchandising fixtures
• Professional installation and setup support

Our fixture solutions are designed to maximise your category performance while ensuring full compliance with display regulations. Contact our team for merchandising consultations.

Absolutely! As part of Phoenix 2 Retail's end-to-end solution, we offer expert merchandising guidance including:

• Optimal product placement for maximum visibility and sales
• Compliance-friendly display solutions
• Category layout recommendations
• Seasonal merchandising strategies
• Cross-merchandising opportunities with nicotine pouches

Our team provides hands-on support to help optimise your smoking alternatives section. Contact your Field Team Agent for a merchandising consultation tailored to your store.

For technical issues with the website, contact our customer service team:

• Email: contact@vapelocal.co.uk
• Phone: 03331 380 005