FAQS - swrvape

Payment

Which payment methods do you accept?

We provide you with several payment options, including credit card payment, PayPal, iDEAL and SEPA bank transfer. You will see the full list of available payment methods when you finalise your order.

Why was my payment rejected?

A payment refusal can have various causes: incomplete or incorrect credit card details, insufficient funds in your account or technical problems with the payment provider. Please check your entries or contact your banking partner.

How do I receive an invoice?

You can request an invoice during the payment process. This will then be sent to you by e-mail.

Is payment on delivery available?

No, we do not offer a cash on delivery option. Please use one of the available online payment methods for your order.

Can discount codes or gift vouchers be redeemed?

Yes, you can enter vouchers and promo codes during the order process to receive corresponding discounts.

How secure are my payment details?

Your payment security is our top priority. We use modern encryption technology and work according to PCI DSS security standards.

When will I receive my order confirmation?

Immediately after successful receipt of payment, we will automatically send you an order confirmation with all the important details by e-mail.

How does the refund process work?

For refunds, please contact our support team, quoting your order number. Refunds will be processed in accordance with our terms and conditions.

Where can I find my order history?

After logging into your customer account, you can view all your previous purchases and their status under "My account" → "Order history".

Shipping & delivery

What shipping options do you offer?

We ship with DDP service (Delivered Duty Paid) - this means no additional customs costs for you:

Available delivery countries:

USA - UPS Express (except Alaska and Hawaii)
United Kingdom - DPD Express (local service)
Europe - UPS/DPD/DHL Express

European DDP countries: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Other target countries:

United Arab Emirates (Dubai only)
South Africa
Vietnam
West Malaysia (without Kalimantan)

Estimated delivery times by country:

Destination country	Shipping method	Delivery time
USA	UPS Express	10-15 days
United Kingdom	DPD Express	7-12 days
Germany	UPS/DPD/DHL	8-13 days
France	UPS/DPD/DHL	8-13 days
Other EU countries	UPS/DPD/DHL	8-13 days
UAE (Dubai)	Direct dispatch	12-18 days
South Africa	Direct dispatch	15-25 days
Vietnam	Direct dispatch	3-5 days
West Malaysia	Direct dispatch	4-8 days

Note for other countries: For destinations not listed, customs fees and clearance are your responsibility. A business licence may be required for customs clearance.

How are shipping costs calculated?

The shipping costs depend on the parcel weight, destination and selected shipping method. You will be shown the exact costs before finalising payment.

What to do if a consignment is delayed or lost?

Contact our customer service immediately if you have any problems with the delivery. We will take care of tracking and solving the problem.

How do I track my order?

You can track your consignment via your customer account under "Order history". You will also receive tracking information by e-mail.

Are there customs costs?

Normally not, except for deliveries to Canada and Denmark.

How long is the total delivery time?

Storage time: 1-5 days (depending on item) Transport time: 7-15 days

Security & data protection

How secure is your website?

We use comprehensive security measures: SSL encryption, firewall protection and regular security checks protect your data and transactions.

How is my personal data protected?

We strictly adhere to our privacy policy. Your information will never be sold or passed on to third parties and will only be used for order processing and customer service.

Is my payment information secure?

Yes, our PCI-DSS-certified payment system guarantees maximum security.

Tips for a strong password

Use a mixture of upper and lower case letters, numbers and special characters. Avoid personal data such as dates of birth. Change your password regularly.

How do I recognise the real website?

Check the URL for correctness and pay attention to the SSL certificate (lock symbol in the browser bar), which indicates a secure connection.

Report suspicious activities

If you have any safety concerns or unusual occurrences, please contact our customer service immediately. We will investigate each case and take the necessary measures.