FAQ

Customer service · EU & US

FAQ

Quick answers before you order. Tap a question to open the answer.

Last updated: 1 November 2026
First order
15% off
For new customers
Bulk savings
On every product page
Mix flavours
Delivery
1–5 business days
EU & US
Support
7 days
After delivery

1Ordering and payment

How do I place an order?
Choose your products and flavours, add them to the cart and check out. Enter your delivery details, choose a payment method and confirm your age.
Which payment methods do you accept?
Secure, encrypted checkout with PayPal and other trusted providers. The methods available in your country are shown at checkout. We never see or store your card details.
Is there a first-order discount?
Yes – new customers get 15% off their first order.
Do you offer bulk discounts?
Yes. Volume prices are shown on every product page, and you can mix flavours.
Is there a minimum order?
Most products start from 1 piece. MYDE shisha is sold in boxes of 10, and MYDE ships free on 20+ pieces.
Which currency do you use?
EUR (€) in Europe and USD ($) in the United States. You can switch currency in the shop.
Can I cancel my order?
Yes, before it is dispatched. Email support@vapefellows.com with your order number as soon as possible.

2Shipping and delivery

Where do you ship from?
From our EU warehouse for European orders and from our U.S. warehouses (Chicago, IL and Texas) for U.S. orders. Every order ships locally.
How long does delivery take?
1–2 business days to process, then 1–5 business days to deliver, in both regions.
Which countries do you deliver to?
Germany, Austria, Belgium, France, Italy, Luxembourg, the Netherlands, Poland, Slovakia, Slovenia, Spain, Bulgaria, Denmark, Estonia, Finland, Ireland, Latvia, Lithuania, Portugal, Romania, Sweden, Cyprus, Malta, Switzerland and the United Kingdom, and the United States. Some U.S. states and cities restrict vape sales; those addresses are blocked at checkout.
Will I pay customs or import duties?
Not within the EU or the US – parcels ship from inside your region. For Switzerland and the United Kingdom, local import VAT or duties may apply.
How much is shipping?
It depends on your country and order weight and is shown at checkout before you pay.
Does someone need to sign for the parcel?
In the US, yes: an adult aged 21+ must sign and show ID (PACT Act). In the EU, the carrier follows its normal process and we may ask for proof of age.

3Age and products

What is the minimum age?
18+ in the EU and 21+ in the US. See our Age Verification Policy.
Are your products genuine?
Yes. We buy from authorised distributors and guarantee the authenticity of every product.
What does “puffs rated” mean?
It is the manufacturer’s lab rating. Real use depends on how long and how often you draw and on the power setting.
Why can I not see a product from the other region?
Our EU and US ranges follow different local rules, so each region sees the products that can be sold there.

4Returns

Can I return something I changed my mind about?
No. For health and safety reasons we cannot accept returns of opened products or for a change of mind. Cancel before dispatch if you need to.
What if my product is faulty or wrong?
Tell us within 7 days of delivery with your order number and photos. We replace it or refund you. See our Return & Refund Policy.
Questions? We reply on business days, in any language. support@vapefellows.com
🔞 Adults only: 18+ in the EU, 21+ in the US. Nicotine is highly addictive. Not for minors, non-smokers, or pregnant or breastfeeding women. Keep out of reach of children and pets.