Free UK delivery over £20
Free EU delivery over £75

Fully TPD compliant & tested

Frequently Asked Questions

Have a Question?

When are you open?

Monday to Thursday
8.30 am to 4.30 pm

When will my order be dispatched?

Most orders will be dispatched by the end of the working day the order has been placed.

On occasion, your e-liquid order may need to be freshly made in the lab if we don’t have any stock of pre-bottled e-liquid. In this case, your order will be dispatched as soon as it has been made. Normally by the end of the next working day. 

We dispatch Monday to Thursday – bank holidays excluded.

During busy periods and holiday seasons, dispatch may take longer than usual. We aim to inform you of any delays as soon as possible.

When will I receive my order?

If you are located in the UK, your order should arrive within 2 days of the dispatch confirmation email. If you haven’t received your order within 10 working days, please contact us.

For international orders, please allow up to 15 working days before contacting us.

During peak times and holiday seasons, the delivery may take longer than expected.

Further delivery information can be found here.

What are your shipping prices?

Shipping costs will vary depending on your location. Accurate costings will be calculated upon checkout. 

More information can be found on our delivery information page

What payment methods do you accept?

Mastercard, Visa, American Express, JCB, BanContact, AliPay, Union Pay.

Certain payment methods may only be available on compatible devices.

Our payment providers are Viva Wallet and Fena.

Do you have a physical store?

We have one physical store located at our HQ in Swansea.

Unit 12 Llwyn y Graig,
Garngoch Industrial Estate,
Gorseinon, Swansea,
SA4 9WG

We are open Monday to Thursday, 8:30 am – 4:30 pm.

DV Original products can also be found at various vape shops across the country and abroad. To find a stockist near you, please visit our stockist page.

Do you offer click and collect?

If you are in the Swansea area, you can save on the cost of delivery by collecting your order from our store.

To do so, please select ‘Pick up from our Swansea Warehouse’ on the basket page before proceeding to checkout.

You will be emailed a time slot for you to come and collect your items within an hour of placing your order.

Alternatively, give us a call to arrange collection.

Can I pre-order an item?

Apologies but we do not offer a pre-order service at this time for out-of-stock items.

We work hard to maintain stock levels, but if, in the unfortunate event, an item goes out of stock, we hope to have it back in stock within 5 working days.

Do you have a rewards programme?

Yes, we offer a rewards programme for those who have an account on our site. You must be logged in whilst placing an order to receive these rewards.

For information on what rewards are available, please visit our rewards page.

How do I use my coupon code?

Rewards members may receive a coupon code from time to time. If you receive on, you can enter it on the checkout page when completing a purchase.

Do you offer wholesale or trade prices?

Yes, for wholesale enquires please visit our wholesale page.

The DV Original Rewards Programme

How do I use my points?

You can redeem your points with any online purchase at decadentvapours.com. On both the basket and checkout page, you will see a bar at the top telling you how many points you have and their worth. You simply click ‘apply discount’ for the value of your points to be deducted from the subtotal.

Unfortunately, at this time we can not offer partial redemption.

Is there an expiry date for the points I earn?

Reward points earned with DV Original must be used within 12 months. 

Where can I check the balance of my points?

At the top of your account page, click on ‘points’. This will provide you with the total number of points you have available, as well as a breakdown of where they came from and when you earned or spent them.

Can I transfer my points to another account?

Sorry, you can not transfer points to another account.

Can I redeem my points for cash?

Points can not be redeemed for cash. They can only be redeemed against your order when you are making an online purchase at www.dvoriginal.com.

How do I refer a friend?

It’s easy! – Click on ‘Rewards’ from your account page and share the link at the bottom of the page with your friend.

Once your friend signs up via the referral link and makes their first purchase, you’ll both get 500 points.

Please note: The friend will have to be a new customer of dvoriginal.com for the points to be awarded and they’ll need to be over the age of 18 to make a purchase.

How many friends can I refer?

There is no limit to the number of friends you can refer. However, you can only refer the same friend once. In order to gain the reward points, your friend will have to be a new customer at decadentvapours.com and make a purchase.

How much can I redeem my points for?

100 points = £1 to redeem against your order. Points must all be used at once, we do not offer partial reward redemption at this time. Points can not be redeemed for cash.

Troubleshooting

I haven’t received an update since the confirmation email.

Don’t worry if you haven’t received an update after the confirmation email. We are hard at work getting your order ready. You will receive an email once your order has been dispatched. Occasionally our emails may end up in the spam or junk folder, so please check there.

If you have not received a dispatch confirmation email in 5 days, please get in touch via [email protected].

My order has arrived but items are missing, damaged or DOA.

Please get in touch with us within 48 hours of receiving your parcel.

Contact us at +44 (0) 1792 897 103 or email [email protected] and we will be happy to help.

We may require photographic evidence of any incorrect items received.

Can I cancel or change my order?

If your order hasn’t been dispatched yet, then please contact us as soon as possible at +44 (0) 1792 897 103 and we will amend your order over the phone.

If your order has been dispatched, the incorrect items will have to be returned to us unopened, unused and in the original packaging. Please get in touch with us at +44 (0) 1792 897 103 or email [email protected].

Why is my e-liquid a different colour to usual?

It is extremely common to have variations in the colour of your e-liquid. The liquid colour can change depending on a range of factors, all of which are natural and should not affect the taste or performance of your vape juice.

Typically, the fresher the e-liquid, the clearer it is. As the e-liquid ages and steeps, the colour will darken over time. This process is called steeping and it can enhance the flavour of the juice. Just ensure to keep the e-liquid in a cool, dry and dark place.

Exposure to light and heat can also change the colour of your e-liquid due to the oxidation of the nicotine. It is best practice to store your e-liquid in a cool, dry and dark place that is out of the reach of children and pets.

The more nicotine that is in the e-liquid, the darker it is, so colours vary with strength.

The flavour ingredients we use to create our e-liquid may also vary in colour between batches due to seasonal variations and other factors. This could cause a slight variation in the colour of the e-liquid but has no impact on flavour quality.

How do I contact DV Original?

We are always happy to help you with any queries or issues you may have. Please email [email protected] or telephone us at +44 (0) 1792 897 103.

I’ve emailed you but not received a response.

We systematically work through all emails, and we try to respond within 24 hours but could take up to 3 working days during busy periods.

I can’t get through to you on the telephone.

We apologise if you have had issues reaching us via phone. During busy periods, some staff are moved into Retail to ensure we get your orders out as quickly as possible, meaning there are fewer staff to answer the phone.

Phone lines are open 8:30 am to 4:30 pm Monday to Thursday.

If we are closed, please send us an email at [email protected] and we will get back to you.

For further information, please visit our Terms and Conditions.

Verify Age

You must be 18 years old to view this site.

YesNo