Contact Us

Call Us On
0121 782 6400
Mon - Fri: 9am - 5pm

Real Trading Ltd (t/a Vapeaah), Airport Cargo, Unit 16-17, The Gateway, Birmingham B26 3QD


Shipping Queries

How do I track an order?

If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a despatch confirmation email once your order is on its way and the expected delivery date. Simply click on 'Track Order' link within the email.

Please note, Royal Mail orders are only dispatched Mon-Fri (exc. Bank Holidays)

Can I change my delivery address?

We can only change your delivery address prior to your order being dispatched. If your order has been already sent, when the courier contacts you regarding your delivery they will provide certain options that you can make to your delivery eg. leave with a neighbour

What should I do if my order has not arrived?

First thing to do is to check your tracking link for the latest updates. Our couriers do their best to get your order delivered to you by the expected delivery date, but occasionally things can take a little longer than expected, especially during busy times.

Please do contact our team if your parcel has not arrived within 5 working days

Why has my order been returned to you?

If your order has been returned to us by one of our couriers, it’s likely to be for one of the following reasons:

- The parcel was refused.

- Our courier was unable to access the address after several attempts.

- The delivery address was incomplete.

- The parcel was damaged in transit.

- The order was not collected from the pick-up point within 10 days of it being delivered.

If your parcel has been returned to us, a member of our team will contact you upon the arrival of your parcel.

Returns & Refunds

What is your returns policy and how do I return?

We hope you’re really happy with your purchase. If not, please visit our return policy page and you’ll find everything you need to know on how to return an item.

Order Problem

Can I cancel or amend my order?

If your order has not yet been fulfilled you will be able to cancel or amend your order. Please be quick, as once your order has been collected we are unable to make any amendments or cancellations.

If your order has already been sent, you have 28 days to return the items to us for a full refund.

My item appears to be faulty?

if you feel an item you received within the last 6 months has become faulty, please contact our team.

It is likely that we will need to get the items back from you to test for a fault.

Please note that we are unable to send replacements for items until they have been tested.

For further information please read our warranty page here.

For trouble shooting guidance please click here.

What should I do if I receive a wrong item?

We want to sort out any issues with incorrect items straight away.

If one of the items you received isn't what you ordered please contact our team immediately via email, phone or chat.

Age Verification

I've placed an order but unable to verify my age online, what do I do?

We use 1account age check software to verify your age at checkout. If you are unable to verify your age via this system, you can send photographic identification, along with your order number, to [email protected].

I'm unable to verify my age, can I get a refund?

If we are unable to verify your age via 1account or manual verification, we will cancel your order and refund your full payment. Please contact our team on live chat or complete our contact form to notify us that you wish to cancel.

MY Account

How do I create an account?

Creating an account is simple to do and allows you to order easily without having to fill in your details every time you shop with us.

All you need to do is provide an email address and create a password.

By creating an account you will also automatically join our rewards program, where you can earn up to 7% cash back.

How do I reset/change my password?

If you wish to change your password, please login to your account here.

Go to 'My Profile' and click the 'Change my password' box

Promotions & Discount Codes

When will I receive my welcome discount code?

Your 10% discount code will automatically be sent to the email address provided when you signed up. This can sometimes take up to 10 minutes to be received.

If after this time you have still not received your code, we recommend checking your spam/junk folder.

Can I enter more than one discount code?

Unfortunately, you can only use one discount code per order – this includes your reward points. If you enter two, we will take the last valid promotion code you entered.

Send Us A Message
Our support team is available between the hours of 09:00am and 17:00pm GMT/BST Mon-Fri (exc. Bank Holidays). Before contacting us you may find what you are looking for even quicker by checking out our Frequently Asked Questions. If you can’t find what you're looking for you can contact us via our webform, live chat or by calling our customer service team. If we aren't available, you can leave us a message in the chat or send an email by filling in our contact form and we'll get back to you as soon as we can.

What can we help you with?