FAQs & Contact Us

Your Account

Why is age verification required?

Because of the nature of our products, EXEEK only accepts orders from customers aged 18 or over and delivered to a registered UK postal address. It is against UK law to sell e-cigarettes or vaping products to anyone under 18. Age verification helps ensure we comply with this legal requirement and promote responsible vaping.

What if I’ve lost my password?

If you’ve forgotten your password, simply click “Forgot Your Password” on the login page. After submitting the reset request, you’ll receive an email to help you create a new password.
If the email doesn’t appear in your inbox, please check your spam or junk folder. We also recommend clearing your browser cache before logging in again.
If you still need assistance, please contact our support team at service@exeek.com.

How can I track my order?

Once you’ve successfully logged in, you can track your order directly in your account.
If you still need assistance, please contact our support team at service@exeek.com.

Payment & Coupon Application

I got a “Gateway Error” message when placing my order, and a pending charge appeared on my account. Did my order go through? Will you ship it?

If you see a pending charge on your account, it means that your transaction was declined during payment. A “Gateway Error” usually occurs when the billing details entered at checkout don’t match those registered with your card provider.
Please make sure your billing information (including the cardholder’s name and address) matches your bank records. You may also wish to confirm these details with your bank.
A pending charge is not an actual payment. Since the transaction was declined, no funds have been received by EXEEK. The pending amount will be automatically released by your card issuer after a short period.

Can I apply a coupon code after placing my order?

Unfortunately, coupon codes cannot be applied once an order has been placed. However, you may contact our customer service team at service@exeek.com, and we’ll be happy to offer an alternative solution, such as a discount or reward points. To avoid this issue in the future, please make sure to enter your coupon code before completing your purchase.

Why is my coupon invalid?

Please check whether the item is already listed on our sale page, as discounted products are excluded from additional coupon use. Coupons cannot be combined with other offers or promotions.
If you still need assistance, feel free to contact us at service@exeek.com — we’re happy to help.

Order Issuse

I just made an order. Can I change my shipping address?

We can update your shipping address only before your order has begun processing. Once a shipping label has been created, we’re unable to make any changes.
If your order has already shipped, you can contact your local postal service to arrange mail forwarding or pick-up at your local post office.

I ordered incorrectly. Can I change an item in my order?

We can help you change an item or cancel your order before it’s shipped. Please contact us as soon as possible at service@exeek.com.
Once the package has entered processing and a tracking number has been generated, the order can NO LONGER be changed or canceled.

I received my package, and an item is missing or incorrect. Can you send me the product I ordered?

If an item in your order is missing or incorrect, please contact us immediately at service@exeek.com.
Kindly include clear photos or short videos of the order invoice and all items received in your email. Once we receive and review your information, we’ll resolve the issue within 24 business hours.

What will happen if an item in my order is found to be out of stock?

In the rare event that an item you purchased becomes unavailable during order processing, our customer service team will contact you right away to discuss possible alternatives. If a suitable substitution cannot be arranged, we reserve the right to issue a refund for the out-of-stock item — or for the entire order if necessary. At EXEEK, we always put our customers first.

Shipping & Handling

I just made an order. When will it be shipped?

For in-stock items, your order will be shipped within 24–48 hours, excluding weekends and public holidays.
Note: During peak seasons or major promotions, processing times may take up to 72 business hours due to high order volumes.

I did not receive my order confirmation or invoice — where is it?

Order confirmation emails are sent within 12 hours after your order is placed. Please ensure that the email address entered at checkout is correct and valid. If you don’t see the confirmation in your inbox, check your spam or junk folder.
If you still can’t locate it, please contact us at service@exeek.com, and we’ll provide your order number and current status.

I received a tracking number, but it says “pre-shipment.” What’s the status of my order?

Tracking numbers are generated when a shipping label is created, and you’ll receive a shipping confirmation email at that time. Please note, this means your order is being prepared for dispatch.
Once the package is handed over and scanned by the courier, your tracking information will update automatically. If any item in your order is temporarily unavailable, our customer service team will reach out via email to assist you promptly.

My package was returned. Can I request a refund?

If your package has been returned, please first check with your local post office for the reason. Then, confirm whether the parcel can be resent to the correct address.
Please note that we are not responsible for returns caused by customer-related issues, such as incorrect or incomplete addresses, unclaimed packages, recipient absence, or refusal to accept delivery.
Customers will be required to cover any additional shipping fees charged by the courier for the return or reshipment.
If you still need assistance, please get in touch with our support team at service@exeek.com.

Returns & Refunds

Do you have a warranty policy?

At EXEEK, we want you to have full confidence in every product you purchase. If you discover a defect in a product purchased from our website, please notify us at service@exeek.com as soon as possible. Vape kits and mods are covered by up to a 6-month limited warranty period from the date of purchase.
Please note: Items beyond the 6-month warranty period are not eligible for refund or replacement.

What is the process if my product is found to be defective?

If you discover a defect in a product purchased from our website, please notify us as soon as possible. Vape kits and mods are covered by up to a 6-month limited warranty period from the date of purchase. And our team will assist you with the replacement or return process.

To ensure a faster resolution, please include the following details when contacting us:

Order number
Images or videos clearly showing the defect
Detailed description of the issue you’re experiencing
Image of the S/N (serial number) on the product

Please send the required information to service@exeek.com.

Note: Minor scratches, cosmetic imperfections, or discolouration caused by regular use are considered normal wear and tear and are not covered under the warranty.

Can I return my order?

Due to current vaping regulations in China, we are unable to accept returns or exchanges for any orders that have already been shipped from China.
If you receive defective, incorrect, or missing items, please contact our Customer Service Team at service@exeek.com. We’ll review your case and provide an appropriate solution as soon as possible.
At EXEEK, customers always come first.

Contact Us

Please review the FAQs above for quick answers.
If you still need assistance, feel free to contact us via email.
Our team will respond within 24–48 business hours, excluding weekends and holidays.

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