FAQ
Frequently Asked Questions (FAQ)
🛒 Ordering & Payment
Q: How do I place an order? Simply browse our online store, add your desired products to your cart, and proceed to checkout. Follow the prompts to complete your purchase securely.
Q: What payment methods do you accept? We accept all major payment methods available at checkout including credit/debit cards and EFT.
Q: Can I change or cancel my order after placing it? Orders can only be changed or cancelled within 2 hours of being placed. Please contact us immediately at emperorsvapeswrs@gmail.com if you need to make changes.
🚚 Shipping & Delivery
Q: Do you offer free delivery? Due to the competitive pricing we offer on all our products, we are unable to offer free delivery. Shipping costs are calculated at checkout based on your location.
Q: How long will my order take to arrive? Orders are processed within 1–2 business days. Delivery times are:
- Standard Shipping: 3–5 business days
- Express Shipping: 1–2 business days
Q: Do you ship internationally? No, we currently only ship within South Africa.
Q: How do I track my order? Once your order is dispatched, you will receive a confirmation email with your tracking number.
↩️ Returns & Refunds
Q: Can I return a product? We only accept returns for items that are defective, damaged, or incorrect. Returns must be requested within 7 days of delivery.
Q: What do I need to submit a return? You must provide your order number, a clear description of the issue, photos, and a video demonstrating the fault. Returns without both photo and video evidence will not be accepted.
Q: Can I return opened e-liquids or disposable vapes? No — opened e-liquids, disposables, coils, and pods cannot be returned for health and safety reasons.
Q: How long does a refund take? Once your return is approved, refunds are processed within 5–7 business days to your original payment method.
💨 Product Usage & Safety
Q: How old do I need to be to purchase from Emperors Vapes? You must be 18 years or older to purchase any vaping products from our store.
Q: I'm new to vaping — can you help me choose the right product? Absolutely! Contact us at emperorsvapeswrs@gmail.com and we'll guide you to the best product for your needs and experience level.
Q: How do I prime my coil before use? Before using a new coil, add a few drops of e-liquid directly onto the coil and let it soak for 5–10 minutes before firing. This prevents dry hits and extends coil life.
Q: What nicotine strength should I use?
- Heavy smokers: 18mg–20mg
- Moderate smokers: 12mg–16mg
- Light smokers: 3mg–6mg
- Non-nicotine: 0mg
🏪 Wholesale Enquiries
Q: Do you offer wholesale pricing? Yes! Emperors Vapes is both a wholesaler and retailer. We welcome wholesale applications from qualifying businesses across South Africa.
Q: How do I apply for a wholesale account? To register for wholesale pricing, please contact us at emperorsvapeswrs@gmail.com with the subject line "Wholesale Application". You will be required to submit the following documents:
- Valid South African ID or Passport
- Business registration documents (CIPC certificate)
- Proof of business address (not older than 3 months)
- Tax clearance certificate or VAT registration number (if applicable)
- Proof of trading (e.g. business bank statement or existing supplier invoices)
Once your documents are reviewed and approved, we will contact you with your wholesale pricing and account details.
Q: How long does the wholesale approval process take? Applications are typically reviewed within 3–5 business days.
Q: Which areas do you supply to? We supply wholesale across South Africa. Contact us to discuss delivery arrangements for bulk orders.
