OKK Cross Device (Battery)

At Vanilla Vape, we understand how important it is for you to receive your products promptly. That's why we strive to process all orders within 1 day, subject to availability and receipt of payment. We offer delivery services throughout South Africa, with timelines varying based on your location:

• Main Centers: Orders placed before 15:00 qualify for next-day delivery to areas usually serviced by an airport.
• Regional Areas: Typically located about 50km outside of main centers, delivery will take approximately 48 hours.
• Outlying/Remote Areas: These areas may have specific delivery days and can take longer than 1 day. Additional courier charges may apply, and we'll contact you if this is the case.

Please note that no orders will be delivered on Fridays, weekends, or public holidays. Orders over R1500 qualify for free delivery. In-store collection is also available. To ensure timely processing, please send proof of payment to vanillavape01@gmail.com.

Vanilla Vape is committed to providing high-quality products, but we understand that issues can arise. Here’s our policy to ensure your peace of mind:

Availability: If a product is unavailable, we will refund you in full within 30 days.
Order Cancellations: Cancellations by the client will incur a 10% administration fee.
Warranties:
1. Batteries: All rechargeable batteries come with a 30-day guarantee. If you encounter any issues, please email us within this period with a video showing the fault.
2. DOA Warranty: All other items (except disposables) come with a Dead on Arrival (DOA) warranty. You must notify us of any issues within 24 hours of receipt by emailing vanillavapesa@gmail.com, including a short video as proof. If the product is deemed faulty beyond repair, you can choose between a replacement (if available) or a voucher for the item's value. Please note that the return shipping cost is the client’s responsibility.
3. Disposables: Disposables are non-refundable and non-returnable. We do not guarantee that all disposables will work.

Q: What payment methods do you accept?
A: We accept payments via credit card, debit card, and EFT. All transactions are processed in South African Rand (ZAR).

Q: How can I track my order?
A: Once your order is dispatched, you will receive a confirmation email with your order number. You can use this number to track your order via our courier service.

Q: Do you offer international shipping?
A: No, at this time, we only offer shipping within South Africa.

Q: Can I change my delivery address after placing an order?
A: If you need to change your delivery address, please contact us immediately at vanillavape01@gmail.com. If the order has not yet been dispatched, we will do our best to update the address.

Q: What happens if I’m not home when my delivery arrives?
A: If you’re not available at the time of delivery, the courier will leave a notice and attempt to deliver again. You may also need to contact the courier to arrange a new delivery time.

Q: Do you offer in-store pickup?
A: Yes, you can choose to collect your order from our store. Please ensure that proof of payment is sent to vanillavape01@gmail.com and that payment reflects in our bank account before collecting.

Q: Are all your products authentic?
A: Yes, we guarantee that all products sold at Vanilla Vape are 100% authentic and sourced from reputable suppliers.

Q: What should I do if I receive the wrong product?
A: If you receive the wrong product, please contact us immediately at vanillavapesa@gmail.com. We will arrange for the correct item to be sent to you and will cover the return shipping costs for the incorrect item.

Q: How do I contact customer service?
A: You can reach our customer service team by emailing vanillavape01@gmail.com. We strive to respond to all inquiries within 24 hours.

Q: What should I do if my order is delayed?
A: If your order is delayed, please contact us at vanillavape01@gmail.com with your order number, and we will investigate the status of your delivery with the courier service.

Q: Can I request a specific delivery date?
A: While we cannot guarantee a specific delivery date, we will do our best to accommodate your request. Please note that delivery times may vary based on your location and the courier's schedule.

Q: Are there any areas you do not deliver to?
A: We deliver to most areas in South Africa. However, there may be additional charges or delays for outlying or remote areas. If you have concerns about your location, please contact us before placing your order.