FAQs
About PuffsOutlet
Yes.
PuffsOutlet is an online vape outlet serving adult consumers and business customers across supported European markets.
We bring together vape brands, manufacturers, suppliers, and European stock in one place. This gives you access to more brands, models, and flavors without having to buy large quantities.
Our idea is simple:
More brands. More choice. Smaller orders.
Many products start from just 10 pieces per flavor at wholesale-style prices.
You can contact our team through live chat, WhatsApp, or email before and after your purchase.
PuffsOutlet is for adults only. Our store requires customers to be 21 or older and to meet the legal age requirements in their country.
Yes.
Our products are sourced from brands, manufacturers, and trusted vape supply partners.
We do not sell counterfeit or fake products.
If a product comes with an official verification code, QR code, or other authentication method, you can also verify it through the brand's official verification system.
PuffsOutlet works differently from a traditional vape retail store.
We buy products in larger quantities through brands, manufacturers, and established supply partners.
Many products are also sold in their original box quantities instead of being sold individually at a higher retail price.
This helps us reduce extra handling and retail costs.
That is how we can offer our simple promise:
10 Pieces. Wholesale Price.
Minimum Orders & Flavors
Many vape brands pack their products in boxes of 10 pieces of the same flavor.
We keep this original box format whenever possible instead of opening every box and selling each device separately.
This helps reduce handling and packaging costs and allows us to offer wholesale-style prices from just one box.
For this reason, many products start from:
10 pieces per flavor.
Yes, for selected products.
We work with selected European supply partners that allow us to offer some products individually.
If you only want one device, visit our Buy from 1 vape section.
All products listed there are available from just one piece.
Yes, for selected products.
Most products are sold in their original box format:
10 pieces = 1 flavor.
However, some products support Mix Flavors.
For selected products, you may even be able to choose up to 10 different flavors in a 10-piece order.
Visit our Pick & Mix Vapes section to see all available options.
Yes.
You can add different brands and models to the same shopping cart and check out in one order.
Depending on where the products are stocked, your order may arrive in one parcel or several parcels.
If we split your order because of our stock arrangement, we will not charge you extra shipping for the additional parcels.
Shipping & Delivery
We offer two main shipping options.
International Shipping
Most of our products are supplied through our international supply network and mainly ship from China. This gives you access to a much wider range of brands, models, and flavors.
EU Stock
Selected popular products are already stocked in Europe. These products can be shipped locally and usually arrive faster.
Available shipping options depend on the product and current stock.
The main differences are product selection and delivery speed.
EU Stock
The products are already located in Europe. Delivery is usually faster.
International Shipping
Most products ship from China. Delivery takes longer, but you usually have access to more brands, models, and flavors.
If speed is your priority, choose EU Stock when available.
If you want more choice, explore our International Shipping products.
We ship to many countries and regions across Europe.
However, vape and nicotine regulations are different from country to country. Some products may not be available for delivery to every destination.
You can check the available shipping options during checkout.
If you are unsure about your country or a specific product, please contact us before ordering.
Delivery time depends on where the product is stocked and where you live.
International Shipping:
Usually around 15 days.
EU Stock:
5-7 days. Usually faster because the products are already located in Europe.
These are estimated delivery times, not guaranteed delivery dates.
Flights, public holidays, customs processing, and local carriers may sometimes cause delays.
Customs & Taxes
If your order ships from China to Europe, it will go through the required international shipping and customs process.
For supported tax-paid/DDP shipping routes, we arrange the shipping and customs-clearance process.
After customs clearance, the parcel is normally handed over to a local carrier for final delivery.
EU Stock products are already located in Europe, so the delivery process is usually simpler and faster.
For orders shipped with a clearly stated Tax-Paid / DDP shipping service, the applicable import clearance and import charges covered by that service are handled as part of the shipping process.
Normally, you will not be asked to pay those import charges again when the parcel arrives.
International parcels may be inspected by customs.
We use supported shipping routes based on the destination and product and arrange the required shipping and customs process.
However, vape regulations vary between European countries. We cannot promise that an international parcel will never be inspected by customs.
If there is a customs or shipping issue with your parcel, please contact us. We will work with the shipping provider to help resolve it, or we refund you.
Tracking
We will provide a tracking number after your order has been processed and entered the shipping network.
For international orders, a European DHL, DPD, or other last-mile tracking number may be created before the local carrier physically receives the parcel.
This is normal.
If your order ships from China, it first needs to complete international transportation and the required customs process.
After that, it is handed over to DHL, DPD, or another local carrier in Europe.
A last-mile tracking number may show no updates until the local carrier receives and scans the parcel.
This does not necessarily mean your parcel is lost.
Tracking usually starts updating once the local carrier receives the shipment.
International orders usually arrive in around 15 days.
International parcels pass through several transit points before reaching you. During busy seasons, local logistics centers may also handle a higher volume of parcels. Because of this, occasional delays of a few days are normal.
Public holidays and peak shipping periods may also delay warehouse processing or local delivery.
If your parcel is delayed for more than 10 days beyond the estimated delivery time, please contact us with your order number.
We will check the shipment with our logistics partner and keep you updated. We will also provide you with a discount coupon as a small apology for the extra wait.
If the shipping provider confirms that your parcel has been lost in transit, we will arrange an appropriate replacement or refund.
You will not be left to deal with a confirmed lost parcel on your own.
First, please check with your neighbors, building reception, safe place, or nearby parcel shop or pickup point.
You can also check the carrier's Proof of Delivery if available.
If you still cannot find the parcel, please contact us with your order number and tracking number.
We will help you investigate the delivery with the carrier.
A parcel may be returned because of an incorrect address, incorrect phone number, failed delivery, missed pickup, or another delivery issue.
If you notice that your parcel is being returned, please contact us as soon as possible. In some cases, we may still be able to ask the carrier to arrange another delivery.
If the parcel has already been returned, we will check the reason and advise you on the next step.
If the return was caused by us or the shipping provider, we will help resolve the issue.
If the parcel was returned because of an incorrect address provided by the customer, refusal of delivery, or failure to collect the parcel, additional shipping costs may apply if the order needs to be sent again.
Changes, Cancellations & Returns
Yes, if the order has not yet shipped.
Please contact us as soon as possible.
If your order has not entered the shipping process, we can usually help change the flavor, product, shipping address, or cancel the order.
Once a parcel has left the warehouse and entered the shipping network, we usually cannot stop or change it.
This is separate from any return or withdrawal rights you may have after receiving your order.
Return rights depend on whether you are buying as a consumer or business, the type of product, its condition, and the consumer laws that apply to your order.
Eligible EU consumers may have a legal right to withdraw from certain online purchases. Exceptions may apply to some products, including certain opened or unsealed goods for health or hygiene reasons.
If you want to return an order, please do not use or dispose of the products.
Contact us first and check our Return & Refund Policy for the process that applies to your order.
Product Problems & After-Sales Support
Please contact our customer support team.
You can reach us through live chat, WhatsApp, or email:
Please provide your order number and tell us what is wrong.
If possible, send us a photo and a short video showing the problem. This helps us check the issue faster.
If the product is confirmed to be faulty, we will provide an appropriate solution based on the situation and your applicable consumer rights. This may include a replacement, reshipment, refund, or another suitable solution.
Please contact us with your order number and a photo of the products you received.
If we sent the wrong product or flavor, we will take responsibility and resolve the issue.
Photos help us check the order and shipping records faster.
Please contact us with your order number.
If possible, keep the original parcel and shipping label and take a photo of all the products you received.
We will check the order, packing, and shipping records.
If we confirm that items are missing, we will arrange an appropriate solution.
Yes.
If a product is confirmed to be faulty, we will provide an appropriate solution based on the situation and your applicable consumer rights.
A photo or short video can help us identify problems with electronic devices faster.
Please do not throw away a faulty product before contacting us.
Payment
Depending on your country and order, we support several payment methods, including:
Credit and debit cards, PayPal, SEPA bank transfer, selected European local payment methods, and cryptocurrency.
The payment methods available for your order will be shown at checkout.
We use secure online payment methods to process orders.
Card payments, PayPal, and other online payments are processed through the relevant payment service providers.
We will never ask you to send your card password or other sensitive banking passwords by email, WhatsApp, or live chat.
If you are unsure about a payment page or payment request, please contact us before making the payment.
All prices and orders on PuffsOutlet are shown and processed in EUR (Euro).
If your card or payment account uses PLN, SEK, DKK, GBP, or another currency, your bank or payment provider may automatically convert the payment into your local currency.
The exchange rate and any currency conversion fees are set by your bank or payment provider.
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