Customer Help

Everything B2B buyers ask us before, during and after an order — shipping, payment, invoicing, returns and support.

Orders and Shipping

What is the minimum order quantity?

10 pieces per flavour. You can mix as many flavours, models and puff tiers as you like inside the same order — the 10-piece minimum applies per flavour, not per order. For wholesale price breaks on larger volumes, message us on WhatsApp and we will quote per carton.

How long does delivery take?

We ship from our EU warehouse, so there is no customs clearance and no import duty for EU business customers. Orders confirmed before 14:00 CET are dispatched the same working day. Typical delivery is 1–3 working days within Germany and the Benelux, and 3–5 working days for the rest of the EU. You receive tracking by email and WhatsApp as soon as the parcel leaves the warehouse.

Which carriers do you use?

DPD and GLS for European deliveries. Your tracking link is sent as soon as the shipment is created, and you can also see it on your order page.

Do you ship outside the EU?

Our EU warehouse stock is intended for EU business customers. Shipments to the UK, Switzerland, Norway and other non-EU destinations are arranged case by case — contact us first so we can confirm route, documentation and any import requirements.

Can I order to a different delivery address?

Yes. Tick “Ship to a different address” at checkout and enter the warehouse or shop address. If the address changes after the order is placed, message us immediately — we can usually amend it before dispatch.

Will my items arrive in one parcel?

Whenever possible, yes. Very large orders may be split into more than one parcel, which can arrive on different days. You will see every parcel and its tracking number in the dispatch confirmation.

How do I track my order?

Use the tracking link in your dispatch email, or open My Account → Orders and click the order. If tracking has not updated for more than 48 hours, send us the order number on WhatsApp and we will chase the carrier for you.

Payment and Invoicing

Which payment methods do you accept?

SEPA bank transfer in EUR only — SEPA Credit Transfer or SEPA Instant. We do not accept card payments and this account cannot receive SWIFT or international TT payments. Full account details, the exact amount and your payment reference are shown on your order page and in your order confirmation email, and you can scan the SEPA QR code with your banking app to pre-fill everything.

How do I pay quickly?

Open your order page and scan the QR code with your banking app — beneficiary, IBAN, amount and payment reference are filled in automatically. Alternatively copy the account details from the same page or from your confirmation email. Always use your order number as the payment reference.

Do you charge VAT?

Prices are listed excluding VAT. VAT is calculated in the cart and checkout according to your delivery country. Business customers inside the EU who supply a valid VAT ID can be invoiced under the reverse-charge mechanism — send us your VAT ID before ordering and we will confirm.

Can I get a proforma invoice before paying?

Yes. Message us on WhatsApp with the products and quantities you need and we will issue a proforma invoice immediately during working hours. Your order page also acts as a live proforma — it shows the exact amount due and the bank details.

Will I get a VAT invoice?

Yes, a VAT-compliant invoice is issued for every order once payment is received, and is sent by email. If your finance department needs a specific format or purchase-order reference, tell us at the time of ordering.

How do I confirm that you received my payment?

Reply to your order confirmation, or message us on WhatsApp with the transfer reference or a screenshot. Our finance team matches incoming SEPA transfers every working day and will confirm by return, then dispatch within one working day.

Do you keep my card information on file?

No. We never see or store card data, because we do not accept card payments at all. The only payment route is a SEPA bank transfer that you initiate from your own bank. We also never send bank details from a new or changed address — our details only ever appear on your own order page on estvape.com or on a proforma invoice issued by our team.

Returns, Damages and Support

What is your returns policy?

Because estvape supplies business customers only, the statutory 14-day consumer right of withdrawal does not apply to these orders. We do, however, stand behind what we ship: any item that arrives damaged, faulty, expired or different from what you ordered is replaced or credited. See also our withdrawal and returns page.

My order arrived damaged or leaking

Send us a message within 48 hours of delivery with your order number and a photo of the affected items and packaging. We will arrange a replacement in the next dispatch or issue a credit note — you choose.

I received the wrong item or flavour

Message us with the order number and a photo of what arrived. We ship the correct items immediately and arrange collection of the wrong ones at our cost.

Items are missing from my delivery

Check the parcel count in your dispatch confirmation first — larger orders can travel in several parcels. If a parcel is genuinely missing or the contents do not match the packing list, tell us within 48 hours and we will resolve it.

Where do I send an authorised return?

Do not ship anything back before contacting us — return addresses differ per market and unauthorised returns cannot be processed. Once we confirm, we will give you the correct address and, where the fault is ours, a prepaid label.

Can I change or cancel an order after submitting it?

Yes, as long as it has not been dispatched. Message us on WhatsApp as quickly as possible with the order number. Orders placed before 14:00 CET are usually picked the same day, so speed matters.

I entered an incorrect shipping address

Contact us immediately. If the parcel has not left the warehouse we will correct the address. If it has already been dispatched we will ask the carrier to redirect where possible, though carriers may charge a redirection fee.

Can I pre-order a product that is sold out?

Frequently yes. Restocks arrive on a rolling schedule from our EU warehouse. Send us the model and quantity on WhatsApp and we will confirm the expected date and reserve stock for you.

How do I reach customer support?

WhatsApp +86 17324671020 is the fastest channel for order updates, stock checks and volume quotes. For invoices, EU-CEG IDs and documentation, email vapevex@coze.email. Office hours are Monday to Friday, 09:00–18:00 CET. We answer verified business requests within one EU working day.

Do you sell to consumers or to anyone under 18?

No. estvape is a business-to-business wholesaler and sells exclusively to verified trade customers aged 18 or over. Nicotine products are addictive, and we require every buyer to be a registered business with the appropriate local authorisation to resell.