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Frequently Asked Questions
Can I make changes/add items to my order after it has been placed?
Unfortunately we are unable to change or add items to orders after they have been placed. If you’ve made an order in error, or added an item to your account by mistake, you’ll have to cancel your order and re-make it. This way we can make sure you get the exact order you’ve made without any confusion.
How can I cancel my order?
If your order has not yet been dispatched, we can cancel and refund your order. Please email us at email@example.com. We are unable to cancel orders after they have been dispatched until they have been returned, unopened, at the customer’s expense. Please be aware that we cannot provide a refund for nicotine containing items as they degrade during return transit.
My order hasn’t arrived yet, can you tell me where it is?
Orders are dispatched either with Royal Mail 24 Tracked or UPS Next Day. When you get your shipping confirmation, you may receive your Royal Mail tracking number. Alternatively, if your order is being dispatched with UPS you will receive an extra email from them with this information.
While both of these delivery services are next working day (Monday-Friday delivery), they can occasionally take additional time (depending on location) or be delayed due to unforeseen circumstances or difficulty finding your address.
Rest assured that in the unlikely event that it doesn't arrive by the 2nd working day from dispatch we'll do everything we can to get your items to you. If you drop us an email, we’ll log it into our priority system and get your items to you as soon as possible.
Do you ship outside the UK?
Yes! We currently ship to a large chunk of Europe, and the United States. International shipping starts at £5 and increases based on parcel weight and shipping distance. Please be aware that some items that we sell are restricted for international shipping on our website, your cart will prompt you at checkout if this is the case. It will also display shipping costs when selecting your country. After 31st December 2020 you may be charged import fees on products you order from us that are being delivered outside of the United Kingdom. This is a result of Brexit. We have not increased our shipping but these are import fees we cannot control, that will be charged by the courier on delivery of your products.
How long will it take for my order to be dispatched?
Orders taken through our website are processed, packed and posted each day by 3.30pm. Orders placed after this time, on a weekend, or where a bank holiday falls on a Monday or Friday, will be sent the following working day. If you order is marked as “processing” it has not been dispatched yet. When marked as “complete” it has been dispatched and you should receive a dispatch email.
Will I be notified when my order has been dispatched?
Yes, when your order has been dispatched you will receive a notification email on the same day. If the order is dispatched with Royal Mail, your tracking number will be sent with this email. If your order is dispatched with UPS (e.g. for larger orders) you will receive tracking information directly from them shortly after your dispatch email.
Which delivery service do you use?
Delivery depends on the weight, size and price of orders and the service used is at our discretion. If your dispatch notification email contains a Royal Mail tracking number, it has been sent with Royal Mail 24 Tracked. If this email does not specify a service, your order has been dispatched with UPS Next Day delivery. Either way, both services are tracked next day post so that you receive your order as soon as possible!
Will I receive tracking information for my order?
Yes, you will receive tracking for your order. This will either be for Royal Mail or UPS.
Why has my order not arrived yet?
Orders will usually arrive within 1 working day of dispatch, but occasionally orders may be slightly delayed. If you are waiting for an order please keep in mind that Royal Mail and UPS sometimes experience unexpected delays. Rest assured that in the unlikely event of this happening we’ll do everything we can to make sure you get your items, simply email us at firstname.lastname@example.org providing your order number and address, and we can provide you with an update.
Why am I being charged an import fee now?
After 31st December 2020 you may be charged import fees on products you order from us that are being delivered outside of the United Kingdom. This is a result of Brexit. We have not increased our shipping but these are import fees we cannot control, that will be charged by the courier on delivery of your products.
How can I calculate what quantities I need for my mix?
A very useful tool for calculations is e-liquid-recipes. For those of you on Facebook, we run a group dedicated to discussion of DIY mixing and e-liquids which can be found here. The group is moderated entirely by DarkStar staff and the users of our group often provide very informed and detailed help to those who need it, sometimes faster than we’d be able to reply by email. However, If you feel you need more advice please feel free to get in touch with us.
What do I need for mixing? Do you sell these items?
Mixing equipment we sell includes dropper caps and different syringes. Other items that you will need include mixing containers/bottles, nitrile or vinyl gloves (which stop liquid from absorbing) and scales (optional). We also stock our Bottle Shot and Base Mix ranges, which, if you’re new to mixing, make life easy. You can view thosehere.
What are One Shot concentrates?
Dark Star One-Shots are our own specially formulated flavor concentrates to be used at between 15-22% of a final recipe. For more detailed information on these, please see the One Shot product section of our website located here.
How do I use Short Fills?
Short Fills are pre-steeped, ready to vape 0mg e-liquid. You can use them straight away, or add Nicotine Shots if you wish.
How do I use Bottle Shots?
What are Bottle Shots?Bottle Shots are a mix of expertly blended PG based flavour concentrates which come in a bottle five times their volume, allowing you room to add either our Base Mix solution or your choice of PG/VG and Nicotine.
We supply the concentrate in 20%-25% of the bottle that you’ll need to make the perfect e-liquid, and supply a dropper cap for easy dispensing. This means you don’t have to buy any extra equipment to use them.
For an in-depth review of how to use Bottle Shots, please see this video, kindly provided by Dean the Vaping Biker on YouTube.
When using our Bottle Shots, we recommend that you use it with a bottle of Base Mix of the same size or larger.
When purchasing your Base Mix, keep in mind that the concentrate in the Bottle Shot is PG based. So, the ratio that you choose will become the next ratio down when everything is mixed.
For example, when using a High VG Base Mix with a Bottle Shot the final e-liquid will be a 70/30 ratio. For 70/30 Base Mix the final e-liquid will be around a 50/50 ratio, etc.
The Process Once you’ve decided on your ingredients, it’s as simple as adding your ingredients and shaking thoroughly.
If you require nicotine, we recommend adding it to the Bottle Shot first and giving it a good shake. Then add your Base Mix, filling to the base of the neck, followed by a thorough shake.
The measurements needed for our Nicotine Shots are listed under the Nicotine Shot section of this FAQ.
That’s it, you’ve got a ready to vape bottle of e-liquid. Steep times vary, our recommendation is always on the side of the bottle.
Below is a graphic detailing the fill lines for each bottle.
How do I use my Nicotine Shots?
To achieve your desired nicotine strength when using our 10ml, 18mg/ml Nicotine Shots we recommend you use the calculations as shown in this chart:
What are TPD regulations?
Retail sales for 72mg nicotine ended between November 2016 and May 2017. Business to business transactions are not affected, but all retail customers are now limited to 18mg/ml supplied in a 10ml bottle - which is where our Nicotine Shots come in! They're available here.
If you are an E-Liquid related business and would like to set up a wholesale account where you can purchase 72mg Nicotine, please get in touch with us at email@example.com
If I have a business but it's not related to E-Liquid, can I still purchase 72mg Nicotine?
No, you must be a business with proof of trade of E-Liquid related products, to be able to purchase 72mg Nicotine.
Can I set up a wholesale account?
Yes! Please email us at firstname.lastname@example.org and let us know your brand/company name as well as which of our products you would be most interested in and what sort of quantities you would be looking to buy each time.
Do you operate a phone line?
We don’t currently operate a phone line for support. We do, however, ensure that any email sent before 4pm Monday – Friday will be answered on the same day, and we’ll always do what we can to help every customer that contacts us.
What are your business times?
Our business/working days are Monday to Friday as standard. Orders will be processed on these days and all emails sent on these days before 4pm will be answered on the same day.
HAVE A QUESTION THAT ISN'T ANSWERED HERE?
Do you have a question which has not been answered?
If so please view our delivery policy (http://www.darkstarvapour.co.uk/delivery) for more information, or email Customer Service at email@example.com.