FAQS
At XVAPER LTD, we strive to provide you with all the information you need for a smooth shopping experience. Here are answers to some of the most frequently asked questions by our customers.
If you can’t find the answer you’re looking for, please feel free to contact our friendly team.
1. What types of products do you sell?
We specialise in high-quality electric bikes and related accessories, offering a curated selection for enthusiasts and commuters alike.
2. Where are you located?
Our headquarters and operational base are located in Poole, Dorset, United Kingdom.
3. How do I place an order?
Placing an order is easy:
Browse our product categories and select the items you wish to purchase.
Add the items to your shopping cart.
Proceed to checkout, where you will enter your shipping and payment information.
Confirm your order.
You will receive a confirmation email once your order is successfully placed.
4. What payment methods do you accept?
We use Stripe as our secure payment gateway, accepting all major credit and debit cards.
5. Do you offer international shipping?
No, we currently offer shipping only within the United Kingdom.
6. How can I track my order?
Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to track your order’s status on our shipping partner’s website.
7. What is your return policy?
We want you to be completely satisfied with your purchase. If you are not happy with your order, you can return it within 30 days of receipt for a full refund or exchange. Items must be in their original, unused condition, with all original packaging and tags attached.
For more details, please visit our full [Return Policy](link to your return policy page) page.
8. How do I initiate a return or exchange?
To initiate a return or exchange, please follow these steps:
Contact our customer service team at admin@xvaper.co.uk with your order number and reason for return/exchange.
Our team will provide you with a Returns Authorisation number and instructions.
Securely pack the item and send it back to us using a tracked service.
We will process your return or exchange once we receive and inspect the item.
9. Are there any customs fees for international orders?
As we do not offer international shipping, this is not applicable.
10. How can I contact customer service?
You can reach our customer service team through the following methods:
Email: admin@xvaper.co.uk
Phone: 07877 463837
Post: XVAPER LTD, 87 North Road, Poole, Dorset, England, BH14 0LT
Our business hours are Monday to Saturday, 9:00 AM to 5:00 PM.
11. Do you offer gift cards?
No, we do not offer gift cards at this time.
12. Can I customize a product?
Yes, we offer some customization options for certain products (e.g., colour choices). Please contact us at admin@xvaper.co.uk to discuss your requirements, and we will do our best to accommodate your request.
13. What should I do if I receive a defective or incorrect item?
We apologise for any inconvenience. If you receive a defective or incorrect item, please contact us immediately at admin@xvaper.co.uk with your order number and clear photos of the item and its packaging. We will arrange for a replacement or refund as soon as possible.
14. Do you offer wholesale or trade options?
Yes, we offer trade and wholesale options for businesses interested in purchasing our electric bikes in bulk. Please contact us at admin@xvaper.co.uk for more information and to discuss your needs.
We hope this FAQ page has answered your questions. If you need further assistance, don’t hesitate to reach out to us.
Thank you for choosing XVAPER LTD!
Customer Support
For any questions or concerns regarding your order, please contact our customer service team.
Address: XVAPER LTD, 87 North Road, Poole, Dorset, England, BH14 0LT
Phone: 07877 463837
Email: admin@xvaper.co.uk
Hours: Monday – Saturday, 9:00 AM – 5:00 PM