Frequently Asked Questions
Frequently asked questions.
From help with your order to questions about your account, subscription or device, we've compiled answers below to our most frequently asked questions. If you cannot find an answer to your question, please Contact Us.
Orders & Deliveries - Standard
There is no delivery fee to pay with Standard Delivery. Please visit our deliver & return pages for more delivery information.
If you order before 11am on a Monday - Friday, you should receive it within one to four working days (however average delivery is 2 days). If you order on a Saturday, Sunday or Public Holidays, the average delivery timescale is 3 days We aim to meet these delivery times, but deliveries may take longer during busy periods. Sometimes, our systems or bad weather can temporarily affect delivery services, causing changes to our deadlines and/or longer delivery times. However, we will always work to keep any temporary changes to a minimum. Vuse is not responsible for lost or stolen parcels due to delivery instructions left for the courier.
We aim to dispatch your item(s) the same day you place your order and will aim to deliver within 2-5 working days, provided your order is placed before 4pm Monday to Friday (excluding public holidays). Orders placed over the weekend will be processed the following Monday, with delivery expected the next day (excluding Sundays and public holidays).
Yes, you can track your standard delivery order once it has been dispatched. A tracking link will be sent via email, or you can view tracking details in My Account → Order History.
Unless you choose otherwise, orders containing battery devices are shipped via DHL delivery service.
If your standard delivery hasn’t arrived, please check the DHL Service Updates page for any known delays, such as those caused by weather or service disruptions.
If your order is at least seven working days overdue, contact our Customer Care team for assistance.
No, a signature is typically not required. Our delivery service provides tracking and proof of delivery, often including a photo.
We aim to ship all items in a single parcel if they are part of the same order. However, split shipments may occur due to logistical reasons.
You can see the estimated dispatch time of your order online. Please note, the dispatch times are estimates and are not guaranteed times. You will receive an email confirmation once your order has been dispatched. If you have not received your order within 10 working days of the delivery date given, please get in touch with Customer Services.
If your delivery is missed, the courier will usually attempt redelivery on the next working day. If unsuccessful, you can contact the courier directly to arrange an alternative delivery date.
Orders & Deliveries - General
We don't ship on Bank Holidays or weekends. Orders made during these times will be sent on the next working day. Please see our Delivery & Returns policy for more information.
We cannot amend your order once it has been placed. Please wait for your order to be delivered, then contact our Customer Care Team at 1800 932710 (Monday - Saturday, 8 am - 6 pm) or email us at info.Republic of Ireland@vuse.com to arrange a return.
We aim to despatch all orders on the same day. However, certain exclusions may apply if you placed an order later in the day or selected a specific delivery method. Please see Delivery & Returns policy for more information.
To use your discount code, go to 'view basket' after adding items. Enter your code in the box provided.
Delivery will be attempted between 08:00-20:00. If you haven't received your order by then, please contact our Customer Care Team the next day at 1800 932710 (available Monday - Saturday, 08:00-18:00) or email us at info.ie@vuse.com. Please note that a signature might be needed upon delivery. If you're unavailable, the courier should leave a calling card, which could be a digital email card if EVRi is the delivery service. This card will inform you if the package was left in a secure spot, with a neighbour, or provide collection instructions. Depending on the courier, the courier might offer alternate delivery options, like changing the delivery date or leaving the package with a neighbour. Always check your tracking or await an email from the courier to stay updated. We aim to meet these delivery times, but deliveries may take longer during busy periods. Sometimes, our systems or bad weather can temporarily affect delivery services, causing changes to our deadlines and/or longer delivery times. However, we will always work to keep any temporary changes to a minimum. Vuse is not responsible for lost or stolen parcels due to delivery instructions left for the courier.
If your estimated delivery date already passed, please allow a few more days, especially during peak times. Our couriers always do their best to get your order to you, so keep track using your provided tracking link. If you still haven't received your order after a few extra days, reach out to our Customer Care Team at 1800 932710 (Monday - Saturday, 8 am - 6 pm) or email us at info.ie@vuse.com. We aim to meet these delivery times, but deliveries may take longer during busy periods. Sometimes, our systems or bad weather can temporarily affect delivery services, causing changes to our deadlines and/or longer delivery times. However, we will always work to keep any temporary changes to a minimum. Vuse is not responsible for lost or stolen parcels due to delivery instructions left for the courier.
The courier might leave your parcel with a neighbour or in a designated safe place. Refer to the tracking link in your dispatch email to see the parcel's location. Please note that Vuse is not responsible for parcels lost or stolen due to specific delivery instructions given to the courier.
As soon as your order has been placed, this triggers the shipping process so we are unable to cancel an order once it has been made. However, you will have have 14 calendar days to return your order with us and we will issue you with a full refund for the items you have purchased. The 14 calendar days start from the day after you receive your order. Any delivery charge you paid won't be refunded. We need confirmation of cancellation from you, so you'll need to get in touch using any of our available contact options to let us know you'd like to cancel your order. You can contact our Customer Care Team on 1800 932710 (Monday - Saturday 8am - 6pm) or email: info.ie@vuse.com. Once you have received your order, and would like to return the items for a refund they must be unopened and in their original packaging. It is your responsibility to ensure that the returned items are packaged well enough so that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you.
If your payment fails, your order will not be dispatched. To resolve this, go to My Account → Payment Method and update your payment method for the specific order.
You can track your delivery once your order has been dispatched. A tracking link will be sent via email, or you can view tracking details in My Account → Order History.
All orders in www.vuse.ie/ are charged in EUR (€).
If an item is out of stock, it will not be shipped, and we will contact you.
For subscription orders, if you agreed to substitutions when creating your subscription, we’ll automatically select a recommended substitute or upgrade to ensure timely delivery. You’ll be notified in advance and can review or adjust your order.
If you didn’t agree to substitutions, your order will not be dispatched. To avoid delays, we recommend enabling the substitution option in your Subscription Preferences.
Orders & Deliveries - Payment
You can pay online using Visa or Mastercard debit or credit cards, or order by calling our Customer Care Team at 1800 932710 (Monday - Saturday, 8 am - 6 pm). Please note that your payment card must be registered in the Republic of Ireland. We do not accept Amex, Diners Club, cards registered outside the Republic of Ireland, or payments via PayPal.
If your card is registered outside the Republic of Ireland, our 3D secure system might decline it. You'll need a card registered in the Republic of Ireland to pay.
No, we can only accept orders from the registered account holder.
Your payment will be taken at the time of placing the order.
If you wish to cancel and return your order:
1. Contact us via INFO.IE@VUSE.COM or send a message on our Contact Us page.
2. Our team will get in touch to explain how we can replace your product or issue a refund.
Refunds are typically processed within 5–10 working days, depending on your bank.
If your payment is declined:
1. Check your card and account details
2. Look for any notifications from your bank or card provider
3. Try again or use a different payment method
If you need further assistance, contact your bank or reach out to our Customer Care team.
Yes, our payment processor operates a secure server to handle your payment details. Your credit or debit card information is encrypted and authorised directly.
We only store the last four digits of your card to help you recognise and select your saved payment method easily.
To learn more, please read our Privacy Policy.
Yes, all payments on www.vuse.ie/ are processed in EUR (€).
We accept Visa and Mastercard for all purchases made on www.vuse.ie/
Yes, you can save multiple payment methods for future use. Manage them in My Account → Saved Payment Methods.
No, your billing and delivery addresses do not need to match.
Yes, you can call our Vuse Care Team at 0800 1337 350 (Mon-Sat, 8 am-6 pm) and we will gladly take your order over the phone. We accept Visa debit, credit and Mastercard payments over the telephone. You will receive an order confirmation via email when the order has been placed.
Orders & Deliveries - Address
Yes, you can save and manage multiple delivery addresses by visiting My Account → Address Book.
To update your default delivery address, go to My Account → Address Book and select or edit your preferred address.
No, updating your delivery address in the Address Book will not change the address for your subscription orders. To update your subscription delivery address, go to My Account → Subscriptions.
We cannot change the delivery address once an order has been placed. Please wait for your order to be delivered, then contact our Customer Care Team at 1800 932710 (Monday - Saturday, 8 am - 6 pm) or email us at info.ie@vuse.com to arrange a return.
You can add a work address in your Vuse address book, under your account settings. We deliver to work addresses within Ireland.
Vuse only delivers products to customers based in the Republic of Ireland. We do not ship to international destinations.
Orders & Deliveries - Incorrect & Missing Items
If one of your products is faulty, please contact our Customer Care Team within 30 days of delivery at 1800 932710 (Monday - Saturday, 8 am - 6 pm) or email us at info.ie@vuse.com. We can advise you how to return the product for a refund. We are unable to send replacements for any faulty items.
You can report an issue by:
Sending a message via the Vuse Contact Us page.
Calling 1800 932710 (Monday to Saturday, 8 am – 6 pm).
Emailing info.ie@vuse.com
We will contact you via Email in the case the correct item is out of stock and a replacement is needed.
Before reaching out to our Customer Care Team, please note that some of your items might arrive in separate parcels due to stock issues at the time of order. Check your emails, including junk or spam, to see if any items are being delivered separately. If you've done this, and your order hasn't arrived, contact our Customer Care Team within 14 days of the date of the first part of your was delivered at 1800 932710 (Monday - Saturday, 8 am - 6 pm) or email info.ie@vuse.com.
Please report any missing, incorrect, or faulty items as soon as possible after receiving your order to ensure prompt resolution.
Missing or incorrect items in subscription orders are handled the same way as one-time purchases. Please contact Customer Care for assistance.
In most cases, yes. If your item is incorrect, damaged, or defective, please contact us to arrange a return. We reserve the right to inspect the product before issuing a refund or replacement.
Yes. If your order arrives with a missing or incorrect item, please contact us as soon as possible. We reserve the right to inspect the product and determine whether the item qualifies for a replacement or refund. If confirmed, we’ll arrange a replacement or issue a refund.
If your parcel arrives damaged or the contents are defective, contact us immediately to arrange a return. We will inspect the item and, if confirmed, issue a full refund or replacement.
Please contact our Customer Care Team at 1800 932710 (Monday - Saturday, 8 am - 6 pm) or email us at info.ie@vuse.com for further assistance.
Returns
Yes, once your return has been processed, you’ll receive confirmation from our Customer Care team.
If you wish to return a product, please contact us by emailing info.ie@vuse.com, or using the chat widget on vuse.com.
Our team will get in touch shortly to explain how we can replace your product or provide a refund. If you're returning an item from outside the Republic of Ireland, you’ll need to cover the shipping cost. Please contact our Customer Care team for guidance.
Yes, you can return an order if you’re no longer in the Republic of Ireland, as long as you’re able to ship the item back to a Republic of Ireland address. Please note that you’ll be responsible for the shipping costs. Contact our Customer Care team for assistance.
You can reach us by sending a message through the Vuse Customer Care page. Alternatively, you can contact our Customer Care Team by calling 1800 932710 (Monday to Saturday, 8 am – 6 pm) or by emailing info.ie@vuse.com.
If you purchased your product from a third party, provided you have valid proof of purchase such as an itemised receipt, bank statement or the packaging the product came in, we will be more than happy to offer an exchange or refund. Please contact our Customer Care Team at 1800 932710 (Monday - Saturday 8 am - 6 pm) or email: info.ie@vuse.com.
If you've purchased an item from Vuse and want to exchange it, unfortunately, we are unable to offer an exchange. However, if you want to return the item(s) and get a refund, you can contact us within 14 days of receiving your order. To do so, you can contact our Customer Care Team at 1800 932710 (Monday - Saturday 8 am - 6 pm) or email: info.ie@vuse.com. Please make sure that the items have not been opened from their original packaging. Once you contact us, we will guide you on how to return the item(s) to us.
If a product is unopened in its original packaging, you can return it for free. You'll receive a full refund if you return an item within 14 days of delivery/collection. We will issue your refund to the original payment method within 28 days of receiving the return. Our returns policy does affect your statutory rights. We don't accept returns for unwanted items after this given period. If you try to make a return after 14 days, we may have to send it back to your default delivery address. Returned items are your responsibility until they reach us, so ensure you pack them well to prevent damage during return shipping. Please ensure you get and keep proof of postage if you need to discuss your return with us.
We are committed to minimising our environmental impact and adhere to the Waste Electrical and Electronic Equipment Regulations (the WEEE Regulations) for all our Vuse products. If you purchase a Vuse e-cigarette from us, you are entitled to return to us any used e-cigarette and we will dispose of the device safely and ensure it does not end up in a landfill site. Please visit Vuse products recycling page for more information.
If you purchased your product from a third party, provided you have valid proof of purchase such as an itemised receipt, bank statement or the packaging the product came in, we will be more than happy to offer an exchange or refund. Please contact our Customer Care Team at 1800 932710 (Mon-Sat, 8 am-6 pm) or email info.ie@vuse.com.
Yes, subscription orders can be returned in the same way as one-time purchases. Please contact our Customer Care team for support.
If your order arrives damaged or defective in any way then please contact us as soon as possible to arrange a return. We reserve the right to inspect the product and determine whether or not we consider the item to be defective. If we find that it is, you will receive a full refund or replacement.
You have certain legal rights to cancel and return your Vuse order within 14 working days of placing it.
You can contact us within 14 days of receiving your order to return it for a refund. Call our Customer Care Team at 1800 932710 (Monday - Saturday, 8 am - 6 pm) or email us at info.ie@vuse.com. They will provide you with return instructions via email. Take your unopened item(s) to your local Post Office and share the Royal Mail tracking number from the receipt with our Customer Care Team. Please note that we cannot accept opened items that have been removed from their original packaging. Once you have returned your order, we will email you to confirm that your return has been processed. Upon arrival, all returned items will be inspected. If the item is not in its original condition, we may not be able to accept your return for a refund. All refunds are subject to our original condition and fair use policies set out in our Returns Policy. Please allow up to 10 working days for the funds to reflect in your account.
All new devices and accessories come with a warranty against fault. This means that if your device or accessory stops working correctly during the applicable warranty period, if all conditions are met, we can replace or repair it free of charge. For more information, please visit our Warranty policy page.
Subscriptions
If your payment fails, your subscription order will not be dispatched. To reactivate it, go to My Account → Subscription and update your payment method for the specific order.
The minimum amount of cartridges you can order is 5. The maximum amount of cartridges you can order is 30. You will only receive the subscription discount if you try to order up to 30 cartridges.
Yes, you can change your subscription anytime by logging into your Vuse account. From there, you can increase or decrease the number of cartridges you would like (maximum 30 packs, minimum 5 packs). Or you can change the flavour or strength.
To update your address, you need to do this in the account section and the subscription section of your Vuse account.
Yes, subscriptions come with exclusive pricing and no additional fees.
For Vuse Pods, we offer three tiers - Bronze, Silver, and Gold - with increasing discounts based on your usage. You’ll also receive a new Vuse device every six months at no extra cost. Learn more on the Vuse Pods Subscription page.
Yes, you can skip or pause your subscription anytime by visiting My Account → Subscription.
Yes, you can use different payment methods for different subscriptions. To manage them, go to My Account → Subscription.
If you agreed to substitutions when creating your subscription, we’ll automatically select a recommended substitute or upgrade to ensure timely delivery. You’ll be notified in advance and can review or adjust your order.
If you didn’t agree to substitutions, and an item is out of stock, your order will not be dispatched. To avoid delays, we recommend enabling the substitution option in your Subscription Preferences.
Unfortunately, we do not ship outside of the Republic of Ireland to international destinations.
Yes, you can track your delivery. A tracking number will be emailed to you once your order is dispatched. You can also find tracking details in your Order History within your account.
No, there is no minimum commitment with our subscriptions.
You can pause your subscription at anytime without charge. Be sure to do this in plenty of time before your next order is due to be processed.
Yes, you can cancel your subscription at anytime without any penalty.
Yes, you can manage multiple subscriptions under one account. Go to My Account → Subscriptions to view and manage all your active plans.
For new subscription orders, you’ll be charged on the day you place the order. For recurring subscription orders, you’ll be charged on your next scheduled dispatch date.
To create a subscription with Vuse, you must be aged 18 or older, registered with a Republic of Ireland postal address, and have an account set up at vuse.com. This requirement aligns with the vaping legal age in the in the Republic of Ireland.
To subscribe Vuse Pods, visit the Vuse Pods Subscription page.
Click Subscription Now button, then select your preferred flavour and nicotine strength to add to your subscription.
You can reach us by sending a message through the Vuse Customer Care page. Alternatively, you can contact our Customer Care Team by calling 1800 932710 (Monday to Saturday, 8 am – 6 pm) or by emailing info.ie@vuse.com.
Your delivery schedule depends on your first order date. It will recur monthly, but you can also manually change your dispatch date in your account.
My Account
To delete your account, go to My Account → Delete Account. Once confirmed, this action cannot be reversed. You will lose access to your account and all associated orders, so please ensure you have saved copies of any order details you may need.
You can view your past orders by logging into your account and selecting ‘Order History’.
Go to My Account → Communication, where you can manage your preferences and unsubscribe from marketing emails or SMS.
You need an account to place an order. To create an account, you must be over 18, in accordance with the vaping legal age in the Republic of Ireland.
Your privacy is important to us, and we are committed to protecting and safeguarding your rights. For details on how we collect, use, and process your personal information and how we comply with our legal obligations, please visit our Privacy Policy page.
Unfortunately, delivery details cannot be changed if you have placed an order. You need to wait for the order to be delivered to the designated address, then contact our Customer Care Team at 1800 932710 (Monday - Saturday 08:00 - 18:00) to arrange a return and refund.
To manage your payment methods, go to My Account → Saved Payment Method, where you can add, remove, or update your payment cards.
Due to the nature of our products, we only accept orders from individuals aged 18 or over, delivered to a registered postal address in the Republic of Ireland. This is in line with vaping legal age in the Republic of Ireland, which prohibits the sale of electronic cigarettes to anyone under the age of 18.
To create an account with Vuse, you must be aged 18 or older. Simply click the Sign In button located on the top bar of the website. You can also sign in using your Facebook or Google account.
Yes, you can save multiple delivery addresses and manage your default address in the Address Book.
Click Forgot Password in the sign-in pop-up window, enter your email address, and follow the instructions sent to your inbox to reset your password.
You can update your email address in My Account. To manage your phone number and billing address, go to My Account → Address Book.
You can reach us by sending a message through the Vuse Customer Care page. Alternatively, you can contact our Customer Care Team by calling 1800 932710 (Monday to Saturday, 8 am – 6 pm) or by emailing info.ie@vuse.com.
Products - General
No, however pulegone may be present at trace levels in certain menthol flavourings used in our products. We ensure that Pulegone, or any other substance of concern, is either absent or only present at levels below toxicologically derived thresholds. This approach aligns with the EU Food industry to control consumers’ exposure to these substances.
Vuse devices are electrical goods and contain batteries, so they should not be disposed of with regular household waste. Instead, they should be collected separately for recovery and recycling.
Vuse devices: Treat as electronic waste. Do not dispose of in household bins.
Pods/Cartridges: Dispose of at your nearest WEEE (Waste Electrical and Electronic Equipment) centre, or return them via the Vuse Take Back Scheme.
Removable batteries: Never throw batteries in the bin. Take them to a battery recycling point at your local supermarket or recycling centre.
At Vuse, we are committed to minimising our impact on the environment. Please read our guide on how to dispose of vapes responsibly, or contact us for more details about our Take Back Scheme.
Yes. Vuse offers a Satisfaction Guarantee on Vuse Pro, Vuse Reload Pen, Vuse Reload Box and Vuse Pro One purchases made within 28 days.
This guarantee does not apply to e-liquid bottles, cartridges, disposable devices, or ePods.
Visit our Satisfaction Guaranteed page for more information.
To ensure authenticity, purchase Vuse products only from our official website or verified retailers. Use our store locator to find authorised sellers near you.
Our devices contain lithium-ion batteries similar to other consumer electronics. Our products meet all international and national safety requirements. To avoid any failure to your Vuse product, only use and charge your Vuse device with the equipment provided in your kit. The leaflet with Vuse devices will guide usage, charging requirements, and environment.
P.J. Carroll & Company Limited (BAT Ireland) is registered with a Producer Responsibility Organisation: ERP UK Ltd. who are responsible for the management of waste batteries. The following waste management costs are paid through participation in those PROs: are €0.90 per Kg POMfor Lithium-lon Polymer Batteries.
Yes, our devices are tested to comply with all relevant battery and electrical safety standards for the Republic of Ireland.
No. Vuse products are intended for use only by adults aged 18 and over, in accordance with the vaping legal age in IRE.
Propylene Glycol (PG) is one of the main ingredients in Vuse e-liquids. It is a colourless, nearly odourless liquid that helps carry flavour effectively due to its neutral taste. PG is food-grade and pharmaceutical-grade, making it safe for use in e-liquids. You can learn more in our Beginner’s Guide to E-Liquids.
Yes. Vuse is committed to sustainability and complies with the Waste Electrical and Electronic Equipment (WEEE) Regulations.
If you purchase a Vuse e-cigarette or pods from us, you are entitled to return used items for safe disposal. This helps prevent them from ending up in landfill.
Contact us for more information about our Take Back Scheme.
Vuse pods are designed to work with specific devices:
Vuse Extra Intense Pods and Vuse Classic Pods are Compatible with all Vuse devices, and recommended for use with Vuse Go Reload 1000, Vuse Pro One nd Vuse Pro Devices
Yes. At Vuse, we offer:
A standard 6-month warranty on Vuse Pro, Vuse Reload Pen, Vuse Reload Box and Vuse Pro One.
Variable warranties on certain accessories (excluding e-liquids)
Please visit our Warranty page for full details. Exclusions may apply.
Yes, Vuse Pods (including Hazelnut Macchiato) do not contain nut extracts or proteins that trigger nut allergies. Nut allergies are caused by naturally occurring proteins in nuts, which are not present in the synthetic flavourings used.
Please always check the allergen information on the product packaging before use.
Some Vuse e-liquids may contain ingredients such as nicotine, benzyl alcohol, and furaneol, which can cause allergic reactions depending on the flavour. Always read the ingredient and allergen information on the back of the product packaging before use.
Vuse offers a wide range of flavours including Menthol, Tobacco, Mint, and Fruit varieties. From classic profiles like Golden Tobacco to mixed fruity blends like Berry Watermelon, there’s something for every preference.
We occasionally release limited edition flavours, subscribe to our newsletter to stay updated.
THC and Vitamin E Acetate are not, and have never been, added to our Vuse products.
Vuse offers a range of nicotine strengths to suit different preferences:
Intense Flavour Pods: 20mg.
Vuse Pro Pods: 6mg, 10mg, 20mg
Yes, Vuse applies industry-leading product quality and consumer safety standards to all its devices and e-liquids. All Vuse products are tightly regulated, comply with IRE and EU laws, and are notified to the IRE Medicines and Healthcare products Regulatory Agency (MHRA). To learn more, visit our Vaping Done Right page.
When stored under ideal conditions, Vuse e-liquids typically have a shelf life of around 2 years.
Yes, Vuse products are available in many countries outside of the Republic of Ireland. As a brand market globally, we launched our first vapour product in 2013 with 10+ years of expertise. And now has +11M consumers with a footprint in +60 countries.
Yes. Vuse products are fully compliant with the Republic of Ireland Tobacco and Related Products Regulations (TRPR) and the EU Tobacco Products Directive (TPD).
Our products undergo rigorous testing by hundreds of scientists to meet strict safety and quality standards. Every Vuse product is notified to the UK Medicines and Healthcare products Regulatory Agency (MHRA).
To learn more, visit our Tobacco Products Directive Guideline.
Yes, we offer nicotine-free e-liquids in selected flavours within the Extra Intense Flavour Pod range.
You can find detailed ingredient and allergen information on the product packaging. All allergens and contact sensitisers are clearly labelled in accordance with Irish regulations.
No, our devices are manufactured in China. Our devices are tested to comply with all relevant battery and electrical safety standards for the Republic of Ireland.
You can buy Vuse products directly from our official website at vuse.com, where the widest range of flavours and nicotine strengths is available (subject to stock).
You can also purchase Vuse products from verified retailers across IRE. To find your nearest store, use our store locator on the website.
Vuse products are manufactured in accredited and regularly audited facilities that follow strict food safety standards. These procedures include robust controls to prevent cross-contamination between different Pod flavours during production. This ensures that each product is handled safely and separately, maintaining high quality and allergen safety.
General
You can reach us by sending a message through the Vuse Customer Care page. Alternatively, you can contact our Customer Care Team by calling 1800 932710 (Monday to Saturday, 8 am – 6 pm) or by emailing info.ie@vuse.com.
You can view our full T&Cs on the Terms and Conditions page.
