FAQ & Downloads

Find Answers to All Your Questions in One Convenient Place.

Getting Started

How do I log in to my account?

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.

I don't have an account yet. How do I register?

You can register by clicking the "Sign up" or "Register" link on the website. Contact our team at contact@vapelocal.co.uk or call 03331 380 005to set up your wholesale account.

Why can't I see prices or place orders?

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.

Orders & Delivery

How much is delivery?

We offer FREE delivery on orders over £100+VAT. For orders under this amount, standard delivery charges apply of £6.99.

What are the delivery timescales?

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.

How do I track my order?

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.

Payments & Checkout

How do I pay by card at checkout?

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.

How do I get a 30 Day Credit Trade Account?

Contact your field team or Business Development 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 BDM or Field Agent through contact@vapelocal.co.uk or 03331 380 005
  • 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.

My account is on hold - what does this mean?

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 03331 380 005
  • Your Business Development Manager 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.

Account Management

How do I edit my delivery address?

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

How do I contact my BDM or Field Agent?

You can contact your Business Development Manager or Field Agent through:

My account is on hold - what does this mean?

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 03331 380 005
  • Your Business Development Manager 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.

Returns & Support

Can I return a purchase?

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.

How do I return an order?

Contact our customer service team at contact@vapelocal.co.uk or call 03331 380 005 to initiate a return. Our team will guide you through the return process and provide any necessary return labels or instructions.

Product Information & Compliance

What products do you stock?

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

Are all the products available Post 1st June Disposable Vape Ban compliant?

Yes, absolutely. All products available on OneStop 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.

I used to buy disposables - what products have replaced the most popular disposables?

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.

Have all the products been independently tested?

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

What are nicotine pouches?

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.

Are nicotine pouches growing in the UK with UK consumers?

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.

Should I make space for nicotine pouches?

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.

Merchandising & Display Solutions

Do you provide help with merchandising?

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 your BDM or our team for merchandising support.

Do you provide Point of Sale materials?

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

Do you do Counter Top Units?

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 your BDM or our team to discuss available counter top options for your store layout.

Do you offer Vape & Tobacco gantry/fixture solutions?

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 your Business Development Manager or our team for merchandising consultations.

Do you have any tips for merchandising?

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 Business Development Manager for a merchandising consultation tailored to your store.

Technical Support

I'm having trouble with the website. Who can help?

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

Help Guides Downloads

Still need help? Contact Customer Care