- 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 retuned, 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 is being delivered by Royal Mail and it hasn’t arrived yet, can you tell me where it is?
Unfortunately, Royal Mail don’t supply tracking information for their first-class delivery service. They ask customers to wait 10 working days before declaring their items as lost when they're running a little late on delivery. This is to reduce the chance of having a repeat order sent and then needing to be returned if the initial order arrives.
Rest assured that in the unlikely event that it doesn't arrive by the 10th working day from dispatch we'll do everything we can to get your items to you. If you drop us an email on the 10th day, we’ll log it into our priority system and get your items to you as soon as possible.
- Do you ship outside the UK?
We currently only ship within the UK. We are, however, looking to expanding our reach in the near future. For the time being a lot of our customers use parcel motel for their shipping needs when ordering from outside of the UK (http://www.parcelmotel.com/) to place orders from us.
- How long will it take for my order to be dispatched?
Orders taken through our website are processed, packed and posted each day by first class post. It can take up to 2 working days from an order being placed for dispatch to occur (This will be marked as ‘processing’ on your account page). Where a bank holiday falls on a Monday or Friday, all orders due for postage will be sent the following working day.
- 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 your order has a tracking number, it will be sent with this email.
- Which delivery service do you use?
The majority of orders are dispatched using first class Royal Mail. However, some orders may have delivery upgraded to a tracked service (Interlink/DPD). This delivery upgrade depends on the weight, size and price of orders and is at our discretion. If your dispatch notification email does not specify an Interlink/DPD service, your order has been dispatched with Royal Mail.
- Will I receive tracking information for my order?
If your order is being dispatched with Interlink/DPD, you will receive tracking information for your order. You should also be notified on the day of delivery with a 1 hour time-slot.
- Why has my order not arrived yet?
Orders will usually arrive within 1-3 working days of dispatch when using a Royal Mail delivery service, but occasionally orders may be slightly delayed. If you are waiting for an order please keep in mind that Royal Mail sometimes experience delays, and ask customers to wait 10 working days before declaring their item as lost. 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.
- 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 those here.
- 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 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% 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.
Choosing what to buy
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 an 85/15 Base Mix with a Bottle Shot the final e-liquid will be around a 70/30 ratio. For 70/30 Base Mix the final e-liquid will be around a 50/50 ratio, etc.
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:
- How will the new regulations affect me, and what I can order?
Retail sales for 72mg nicotine will end sometime between November 2016 and May 2017. We have already stopped producing for retail sale, but we can continue sell our remaining stock until May 2017, but once we’ve run out, it’s gone! Business to business transactions will not be affected, but all retail customers are limited to 18mg/ml supplied in a 10ml bottle. Which is where our Nicotine Shots come in, they're available here.
- Can I set up a wholesale account?
Yes! Please email us at email@example.com 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 – Thursday and before 1pm on a 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 (or 1pm on a Friday) 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 firstname.lastname@example.org.