Frequently Asked Questions
The VAPEVO team is here to answer your common questions about browsing and using our site. Explore our FAQ to discover the answers to all your questions relating to navigation on our site, delivery details, our loyalty program, and much more! With this resource, the Freevap universe will no longer have any mysteries for you!
How to create a customer account?

Creating an account on VAPEVO has never been easier:

  • You can create your account from our home page by clicking on the icon to the right of the search bar. Then click on the link at the bottom of the login page: "Don't have an account? Create an account".
  • You will also be able to create your account during your first order before arriving at your payment stage.

You will then be able to fill out the fields necessary to create your account.

We would like to remind you that it is essential to respect our policy, which states: "To access our site and our services, I certify on my honor that I am legally authorized by the legislation of my country or canton to buy liquids and vapes, and that I am able to prove my majority at any time by means of an identity document." Your compliance with this requirement is of the utmost importance.

What should I do if I have lost my password?

Can't remember your password? Go to your login page by clicking on the icon "My account" then click "Forgot your password". All you have to do is enter your email address. You will then receive an email allowing you to reset your password.

How can I contact customer service?

Our customer service is available Monday to Friday from 9 a.m. to 1 p.m. and 2 p.m. to 4 p.m. You can contact him in different ways:

How to change language?

At any time, you have the freedom to change the language of our site using the drop-down menu located in the upper right corner of the screen . You will be able to select from the options of "FR - French", "DE - German", "EN - English", "ES - Spanish" and "IT - Italian" .

Where can I find information about promotions and new products?

To stay informed of our latest promotions and news, subscribe to our newsletter and follow us on our social networks.

Do you have a loyalty program?

Yes, we have a loyalty program that allows you to accumulate points with every purchase, which you can then redeem points for discounts on future purchases. For more information, visit the “ Loyalty Program ” page on our website.

How do I delete my account?

You can request deletion of your account by requesting here by selecting “Request deletion of personal data” in the section “Right to be forgotten”.
You will then receive a confirmation request to the email address associated with your account. After confirmation from you, our teams will delete your account.

Do you offer discounts for new customers?

Yes, we offer discounts for new customers. Use code “ VAPEVO10 ” to get 10% off your first order.

Subscribe to our newsletter to also receive a discount code that you can use on your next purchase.

Do you offer discounts for bulk orders?

Yes, we offer discounts for bulk orders. Please contact us directly to discuss details and obtain a personalized quote.

How do decreasing prices work?

Decreasing prices are a discount applied to the base price of a product allowing you to obtain a discount depending on the number of products ordered.

  • From 5 to 9 products: 3% discount
  • From 10 to 19 products: 5% discount
  • From 20 to 49 products: 8% discount
  • More than 50 products: 10% discount

Please note that this offer does not apply to the entire basket, but only to one and the same variant of a product at a time. For example, if you have added 6 black items of the same product to your basket, you will then benefit from the decreasing price discount on these items, in this case 3% in our case.

If, on the other hand, you add 3 black colors and 3 blue colors of the same product to your basket, you do not meet the condition for the decreasing price to be effective, because you do not reach the threshold for triggering the discount by variant (color).

Can I change my order once it has been placed?

Yes, you can modify your order as long as it has not yet been shipped. To do this, contact our customer service as soon as possible with details of the changes you wish to make.

Is it possible to cancel my order?

It is possible to cancel an order before it is shipped. To do this, please contact our customer service via one of the following methods:

  • WhatsApp at +33(0)7 52 05 08 58
  • Contact form:
  • Live chat

Please note that if you choose to make your request by email, there will be a processing time.
It is essential to take into consideration the following information: if your cancellation request is made too late and your order has already been shipped, the costs of returning your entire order or a product will be your responsibility. .

My order is refunded. How soon will I receive the money?

We process refunds within five business days. Once the refund has been made, the amount will be transferred to the account of the payment method used when you placed the order. The exact time depends on your payment method.

Credit card (Visa, MasterCard, Carte Bleue, Bank Card, American Express, Maestro): within 3 working days.

Bank transfer: within 5 working days.

Which countries do you deliver to?

Deliveries take place in metropolitan France and in the European countries indicated below:

Zone 1 : Germany, Belgium, Luxembourg, Netherlands.
Zone 2 : Austria, Spain, Ireland, Italy, Portugal, United Kingdom.
Zone 3 : Denmark, Estonia, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden.
Zone 4 : Bulgaria, Croatia, Finland, Romania, Hungary
Zone 5 : Greece, Malta, Cyprus, Italian Islands, Spanish Islands, Portugal Islands
Area outside EU: Switzerland, Norway, Iceland

What are the usual delivery times and days? Can I modify them?

The delivery time depends on the carrier chosen during the order validation process.

GLS transporter

Deliveries are assured within 24 hours to most departments in France. Towards Europe, packages to neighboring countries are delivered between 24 hours and 96 hours, for more distant destinations delivery times are generally between 72 hours and 120 hours.

If your delivery benefits from the FlexDeliveryService service, we will inform you of an estimated delivery window (3 hours). However, this time slot cannot be modified.

For all other services, our drivers deliver your packages from Monday to Friday, from 8 a.m. to 6 p.m.

If you have received a notice of passage (paper or electronic), you can connect to After completing the reference of your delivery notice as well as the initial postal code of the delivery address, you will be able to change the delivery date.

Carrier La Poste Delivengo

Deliveries are assured between 7 to 20 days depending on the destinations. Furthermore, it is a delivery to the letterbox. Please ensure that the name of the recipient appearing in your delivery address is the same as that displayed on your mailbox.

In the event of delivery failure, a delivery notice will be left in your mailbox inviting you to collect the package at the post office closest to the delivery address.

For more information, we invite you to consult our delivery policy

From what purchase amount can I benefit from free delivery?

The minimum order amount for free shipping depends on the recipient country. To find out the minimum order amount to benefit from free delivery, we invite you to consult our delivery policy.

My order has not yet been delivered to the carrier. For what ?

We fully understand that you may be upset by the extended processing time of your order. We typically process and ship your order within 24-48 hours. However, it may happen that this deadline is extended due to the unavailability of a product. We make every effort to quickly restock missing products, but sometimes we may not be able to find them. If one of your items is not available, our customer service team will contact you directly to let you know.

As soon as your package has been processed and shipped, you will receive an email notification to let you know.

Why is my order tracking not always available?

Our GLS carrier's order tracking may display the message "The package has not yet been delivered to GLS" at some point. This is because package pickup and scanning takes place between 6 p.m. and 9 p.m. each day. Before this time, tracking is not accessible. To track a shipped package, we invite you to consult tracking after 9 p.m.

Contact the GLS carrier

You can contact us via contact form or call +33 (0)9 74 910 910 (non-premium rate number)

What is a GLS parcel number and where can I find it?

A package number is made up of 8 alphanumeric characters (example: 00A6Z78A) or a series of 11 digits (example: 36631234567).

If you benefit from delivery FlexDeliveryService, you can find it on the email or SMS announcing the date and estimated delivery time slot.

For all other services, you can find the GLS parcel number on the confirmation email of your order from your supplier.

Follow my package

What is a GLS transit notice number and where can I find this reference?

It is an alphanumeric reference composed of 5 or 6 characters (Example: 1LYMØ9). It is also called Track-ID.

You can find this reference on the document left in your mailbox by our delivery driver if you are unavailable during his visit or in the SMS/email that we sent you if we encounter a difficulty in delivering your package to you (problem address for example).

Can the GLS driver contact me before arriving at my house?

If you benefit from delivery FlexDeliveryService, you will be notified the day before your delivery by email or SMS. A 3 hour time slot will be indicated to you, allowing you to be present when our driver passes.

For all other services, our drivers deliver your packages from Monday to Friday, from 8 a.m. to 6 p.m.

If you are absent when our driver arrives, a notice will be left in your mailbox allowing you to organize a new delivery of your package by clicking on

After completing the reference of your delivery notice as well as the initial postal code of the delivery address, you will be able to change the delivery date.

I am often absent. Can I choose a new delivery option?

If your delivery benefits from the service FlexDeliveryService, you are informed by e-mail and SMS of the estimated time slot for the delivery driver (3 hours) and can choose your preferred delivery solution.

For all other services, when ordering online, you can indicate another delivery address (at your place of work for example if your employer authorizes you to do so).

You can also establish an authorization for home delivery to the desired location in your absence. The delivery driver will be able to leave the package at your address in your absence, in an easily accessible location that you have indicated to him.

If you have not selected one of these options in advance and if no third party can receive it, subject to availability from our partner, your package can be delivered to a nearby Mondial Relay Point Relais® in order to allow you to retrieve it easily.

If none of these alternative solutions are available to our driver, then your package will be returned to our delivery agency.

Organize a new delivery of my package

Can I authorize GLS to leave the package at an agreed location?

You can authorize GLS to leave the package at an agreed location, for example in your garage. Simply download the residential deposit authorization, print it, complete it and follow the written instructions, or give it directly to the GLS delivery person.

This residential deposit authorization can be exceptional or general. You can also revoke it at any time by making a request to us.

Download the deposit authorization without signature.

What happens if I am absent when the driver arrives?

GLS will always endeavor to find a trusted third party (concierge, neighbor, etc.) willing to receive your package against signature. If no neighbor can receive it, and subject to the availability of our partner, your package can be delivered to a nearby Mondial Relay Point Relais®.

If one or other of these solutions cannot be implemented, our driver will automatically return your package to the GLS agency for another delivery attempt. If the delivery driver's second visit also proves unsuccessful, the package will be returned to your sender after a holding period of 10 working days during which you can come and collect your package from a GLS agency.

In all cases, GLS will file a notice of passage. After completing the reference of your delivery notice as well as the initial postal code of the delivery address, you can choose a new delivery option by clicking on

Reschedule my delivery

If your delivery benefits from the service FlexDeliveryService, you can choose online the solution best suited to your availability before the delivery driver arrives by clicking on the link contained in the e-mail and SMS that GLS sent you.

My package in a GLS Pickup Station. What to do ?

You have the choice of having your package delivered to one of our GLS pickup station. To collect your package, you will simply need to present a valid identity card or passport as well as the delivery notice.

From the online parcel tracking function, after having indicated your parcel number or delivery notice reference as well as your postal code, you will be able to consult the address of the GLS pickup station where your parcel was left. You will also find all the useful information to get there (opening hours, directions).

Follow my package

You can designate another person to collect your package from a GLS pickup station. All you need to do is provide informal written authorization to that person. This authorization must include your name and address, as well as the name and address of the person who will collect the package. You can also fill out the form on the notice of passage. The authorized person must present the authorization and a valid identity card or passport.

My package is marked as delivered but I have not received anything. What should I do ?

If your package is notified delivered but you have not received it, we invite you to send a complaint to your sender. To do this, you must send him a sworn certificate of non-receipt.

Download the sworn certificate of non-receipt of packages

My product is defective / not working properly. What are the steps to return the product?

Is your product having operating problems? Don't worry, we're here to guide you through the care process. To fully benefit from this guarantee, the customer must comply with the following conditions:

Demo video : To expedite the return process and help our team assess the defect, we ask our customers to take a clear video showing the product defects. The video must be detailed enough to allow an adequate assessment of the problem. Make sure the video is well lit and the defect is visible.

Conservation du Scratch Code : Each VAPEVO product comes with a unique Scratch Code affixed to the packaging. Please store this code securely until your return request is resolved. This code is essential to verify the authenticity of the product and facilitate the return process.

Sending information : The Customer must contact VAPEVO customer service and send the demo video and the scratch code of the product concerned to customer support via the contact form (send the Youtube link of the video if the latter exceeds the size authorized for sending by email). The Customer must obtain his prior agreement for the return of the product(s).

Return of products : VAPEVO is free to decide if the product requires a return or not. In the event of a necessary return, the Customer must return the product concerned to VAPEVO customer service at the following address:

24B Rue Prairial
94500 Champigny Sur Marne

- Defective products can only be taken back with the serial number on the packaging box.

If the complaint is covered by this warranty, VAPEVO undertakes to reimburse the product by creating a credit note or replacing it with new one.

For more information, we invite you to consult our return policy