Contact Us

We’re here to help.

If you have questions about your account, order, delivery, Rewards Points or any other HaveAVape service, our customer support team is available to assist.

Customer Support

Email

For general enquiries, order assistance, account questions and other customer service matters:

Email: [email protected]

When contacting us about an order, please include your order number so we can assist you more efficiently.

WhatsApp

You can also contact our customer support team via WhatsApp:

WhatsApp: +86 173 0448 6315

Please include your order number and a brief description of your enquiry where applicable.

What We Can Help With

Our customer support team can assist with:

• Account and membership enquiries

• Order status

• Order processing

• Delivery and tracking enquiries

• Returns and refund enquiries

• Rewards Points enquiries

• Product availability questions

• Website and checkout issues

• General customer service enquiries

Order Processing

Eligible orders generally require 1–2 business days for preparation before dispatch.

After dispatch, delivery generally takes approximately 3–7 business days, depending on the destination and delivery carrier.

For more information, please see our Shipping & Delivery Policy.

Before Contacting Us

For order-related enquiries, having the following information available can help us resolve your request more efficiently:

• Order number

• Email address associated with your account

• Description of the issue

• Relevant tracking information, if available

• Photos or other information where relevant to a damaged or incorrect order

Please do not send passwords, full payment card details or other unnecessary sensitive information through email or WhatsApp.

Response Times

We aim to respond to customer enquiries as soon as reasonably practicable.

Response times may vary depending on enquiry volume, weekends, public holidays and the complexity of the request.

Feedback and Complaints

We welcome customer feedback.

If you are dissatisfied with an order or service, please contact us and give us the opportunity to investigate and resolve the matter.

For formal complaints, please see our Complaints Policy.

Legal and Privacy Enquiries

For privacy-related enquiries, please refer to our Privacy Policy.

For questions concerning our website terms, please refer to our Terms & Conditions.

Contact Information

HaveAVape

Email: [email protected]

WhatsApp: +86 173 0448 6315

We appreciate your business and are committed to providing clear, helpful and professional customer support.