Frequently Asked Questions

Account Queries 

Do I need to create an account to order?

No, you do not need to create an account to order. However, by creating an account first you are automatically signed up to our loyalty points scheme, where you earn loyalty points with every purchase that you can use to get money off your next order. 

How do I access my account ?

Simply click on the account icon in the top right corner of the site and log in to be able to see your account details. 

I forgot my password – what do I do?

Your password can be reset by visiting this page.

I’ve been locked out of my account

This is a security feature to keep your data safe. Following multiple incorrect login attempts your account will be temporarily locked. This generally lasts 20 minutes and following this you will be able to login again.

Loyalty Point Queries 

How do I start earning loyalty points?

Create an account by clicking on the account icon in the top right corner, and you will automatically be entered into our loyalty points scheme. Remember to log in every time you make a purchase, otherwise your points will not be registered. 

How do I check how many loyalty points I have left?

You can access your loyalty points by going to your account and clicking on the ‘Points’ tab. This will show a record of points acquired.

How do I use my loyalty points ?

When you purchase anything of the KIX Vaping website, once you create an account every £/€1 you spend equates to 5 loyalty points. 500 points are equal to £/€5, which you can then use at checkout to deduct from the overall cost of your order. 

Order Queries

How do I access my order information?

You can access your orders by going to your account and clicking on the ‘Orders’ tab. This will show a record of orders.

Can I cancel my order?

Yes, your order can be cancelled.  If your order has been dispatched and you no longer require it.  You can return your order back to KIX for a full refund, providing it is unused and still in its original packaging. 

How do I apply a discount code to my order?

Once you add your desired items into basket and go to the checkout page, you will be able to add a discount code to the right hand side of the page.

Can I use multiple discount codes on my order?

No. You can only use one discount code per order. 

How do claim my 10% off for signing up to the newsletter?

Once you sign up to the newsletter by entering your email address, we will send you a 10% discount code straight to your inbox. 

Shipping Queries 

When will my order be here?

Postal orders will be dispatched via Royal Mail 1st class. Orders can arrive within 1-3 days, however we must allow up to 7 business days due to current circumstances regarding Covid-19. 

Does my order come with a tracking code?

Only orders dispatched via DPD can we provide tracking numbers for. We can not provide tracking numbers for postal orders. 

Do you ship to my country ? 

We ship to UK, Ireland and Australia at the moment.  This will remain under review, when we can add further countries, we will do so. 

How quickly are orders dispatched?

Cut off for DPD is 11:30am, as our DPD collection is from 12pm-2pm daily. Postal orders placed before 2pm, will be dispatched same day.

How much does shipping cost?

£3.95 for standard and £5 for priority.

How do I qualify for free shipping ?

Spend over 20 to qualify for free standard shipping via Royal Mail.

Spend £50 to qualify for free priority delivery via DPD Ireland.

Do you offer next day Shipping?

Yes, next day delivery via DPD Ireland is available for orders placed before 11:30am Monday-Thursday.  If your order is placed after 11:30am on Thursday, it will be dispatched Friday and delivered Monday.

Problems With My Order 

I’m having problems with the items I’ve ordered, what do I do?

Please contact our customer support at if you’ve experienced an issue with your order or shipping to arrange a repair or replacement of your products where applicable. Please see our returns policy for more information here

How do I return my order?

Please contact our customer support at to arrange a return. Please see our returns policy for more information here.

I ordered the wrong thing, can I return it?

You can return any unpackaged, unused goods for up to 30 days if you have changed your mind or ordered the wrong item. Please see our returns policy for more information here.

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