Frequently Asked Questions
Account Queries
Is an account required to place an order?
No, creating an account is not mandatory for ordering. However, by registering an account, you automatically enroll in our loyalty points scheme. This enables you to earn loyalty points with every purchase, which can be redeemed for discounts on future orders.
How can I log in to my account?
To access your account, just click on the account icon located in the top right corner of the website. From there, log in using your credentials to view your account details.
What should I do if I've misplaced my password?
If you’ve forgotten your password, you can easily reset it by visiting our password reset page. Simply click on the following link: Password Reset Page.
I'm currently locked out of my account and unable to access it.
This security measure is in place to safeguard your data. If there are multiple unsuccessful login attempts, your account will be temporarily locked for your protection. Typically, this lockout period lasts for 20 minutes. After this period, you will be able to log in again as usual.
Loyalty Point Queries
How can I begin accumulating loyalty points?
To start earning loyalty points, simply click on the account icon located in the top right corner to create an account. Once registered, you’ll automatically be enrolled in our loyalty points scheme. Just remember to log in each time you make a purchase to ensure your points are properly registered.
How can I verify the remaining balance of my loyalty points?
To check your remaining loyalty points, navigate to your account and select the ‘Points’ tab. Here, you’ll find a detailed record of the points you’ve acquired.
How can I redeem my loyalty points?
When shopping on the KIX Vaping website and after creating an account, every £1/€1 you spend earns you 5 loyalty points. Once you’ve accumulated 500 points, equivalent to £1/€5, you can redeem them during checkout to deduct from your total order cost.
To utilise your loyalty points, simply add your desired items to your basket and proceed to the checkout page. At the top of the page, you’ll be prompted to apply your accumulated points from previous orders. Click “apply” to avail of this discount. Please note that a minimum of 500 points is required to trigger this prompt.
Order Queries
How can I view my order details?
To view your order information, simply navigate to your account and select the ‘Orders’ tab. Here, you’ll find a detailed record of your past orders.
Is it possible to cancel my order?
Certainly, please contact us as soon as possible to notify us that you wish to cancel your order. If your order has not been despatched, we will simply cancel your order and a refund will be issued. If your order has already been dispatched and you no longer need it, simply return the unused items in their original packaging to KIX for a full refund.
How can I redeem a coupon code for my order?
Upon reaching the checkout page after adding your desired items to your basket, you’ll find an option to input a coupon code located below the products.
Am I able to apply multiple discount codes to my order?
Unfortunately, you can only apply one discount code per order.
Shipping Queries
What is the estimated delivery time for my order?
Postal orders will be sent out via Royal Mail 48hr service. While orders typically arrive within 1-3 days, please allow for up to 7 business days for delivery.
Is a tracking code provided for my order?
Regrettably, tracking numbers are not offered for postal orders. For orders despatched via DPD, tracking numbers are available upon request.
Does your shipping service cover my country?
We offer daily shipping to the UK and Ireland.
What is the turnaround time for my order to be dispatched?
For DPD/Priority Orders, the cut off time is 11:30am. Postal orders placed before 2pm will be dispatched on the same day. Excludes weekends.
What are the shipping charges?
Standard shipping is priced at £3.95, free on orders above £20. Priority shipping costs £5, free on orders above £50.
How can I become eligible for free shipping?
To qualify for free standard shipping via Royal Mail, simply spend over £20. If you prefer priority delivery via DPD Ireland, spend £50 to qualify for free shipping.
Is next-day shipping available?
Certainly, we offer next-day delivery via DPD Ireland for orders placed before 11:30am from Monday to Thursday. If you place your order after 11:30am on Thursday, it will be dispatched on Friday and delivered on Monday. Additionally, DPD orders to mainland UK typically take 2 days for delivery.
Problem With My Order
What should I do if I encounter issues with my ordered items?
For assistance with any issues regarding your order or shipping, please reach out to our customer support team at info@getyourkix.com. You can also refer to our returns policy for further details, available here.
What is the process for initiating a return for my order?
To initiate a return, kindly reach out to our customer support team at info@getyourkix.com. For further details, please refer to our returns policy available here.
I mistakenly ordered the wrong item. Can I initiate a return for it?
If you’ve had a change of heart or mistakenly ordered the wrong item, you may return any unopened, unused products within 30 days. Please refer to our returns policy for further details, accessible here.
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