Question 1

How do I change my VEEV account details?

Accepted Answer

To change any details, please log-in to your account and navigate to “Account" at the top right of the page to make any changes such as password or address details.

Question 2

How do I unsubscribe?

Accepted Answer

If you no longer want to receive our exclusivities then you can log-in to your account and navigate to “Account" at the top right of the page to make any changes such as unsuscribing to our communications.

Question 3

Access to information

Accepted Answer

If you have any questions, or wish to exercise any of your rights, you can find &nbsp;contact details for the relevant affiliate, and if applicable data protection officer. Contact details will also be given in any communications that a PMI affiliate sends you. Learn more on pmiprivacy.com.

Question 4

Why am I having problems accessing the checkout?

Accepted Answer

Please contact our Customer Service team, if you are experiencing problems accessing the checkout or any part of our website.You can contact us via our "Contact" page.

Question 5

Where can I find your Terms and Conditions?

Accepted Answer

Please refer to our Terms and Conditions on www.veev-vape.com

Question 6

When will I receive my refund?

Accepted Answer

If you are eligible for a refund it should be returned to your account within 5 working days.We will send you an email to let you know the refund is on its way.If you have not received your refund after 10 working days since you received our email, please contact our Customer Service team via the ""Contact"" page.

Question 7

What happens once my item is returned?

Accepted Answer

Once the item is returned and accepted we will attempt to reimburse you using the same payment method that you used to pay for the item as soon as possible and no later than 14 days after we have received the returned item or proof that your have returned them within no more than 30 days after you received the order. Another payment method may be used to reimburse you if you give us your consent. In any case, you will not incur additionnal charges.We guarantee reimbursement for any item returned in accordance with our ""order return"" clause, provided that all items are returned in the same condition in which you received them. This means that products must be in their original packaging and must not have been used or damaged.

Question 8

Can I return a product if I no longer want it?

Accepted Answer

You may return your order from the date you placed your order until 30 days after receipt of the items only if the products are in their original packaging. We will not accept returns of VEEV packs unless they are intact, and their plastic wrapping is unopened.If you wish to return your order, please contact our toll-free customer service number 0800 050 000, which will explain how to do so. You may also notify us by em-mail at the following address: contact.ch@veev-vape.com.

Question 9

What is your returns policy?

Accepted Answer

You may return your order from the date you placed your order until 30 days after receipt of the items only if the products are in their original packaging. We will not accept returns of VEEV packs unless they are intact, and their plastic wrapping is unopened.If you have already paid for your items, your reimbursement will not include delivery charges. You are responsible for all costs to send back items that you return to us. If you choose to keep some items and only partially cancel your order, delivery charges will not be reimbursed.

Question 10

What happens if I am not at home to accept my delivery?

Accepted Answer

If you are absent at the time of delivery, the order will be left in your mailbox (parcel compartment), if possible. If this is not possible, you will receive a notice to pick it up at the post office.We will not assume liability for any loss, damage and/or defects and we will not be responsible for any costs related thereto. This exclusion of liability applies in particular if the order cannot be delivered or if delivery is delayed, if the product does not function or functions poorly, if the information on is inaccurate or incomplete, if the delivery address is incorrect, in case of viruses or other technical problems, in case of theft or other incidents related to delivery of the Products.

Question 11

How long is the delivery time?

Accepted Answer

Orders are generally delivered within 2 to 3 business days after the order is placed, if the order is placed Monday to Thursday. Orders placed on Friday morning will normally be delivered on Tuesday. Orders placed on Saturday or Sunday will normally be delivered on Wednesday. Delivery schedules and delivery times are not guaranteed and may vary. There are no deliveries on Sundays or national and cantonal holidays.

Question 12

When will my order be shipped?

Accepted Answer

Once it is ready, the order will be shipped as a regular parcel to your address. Order delivery usually takes 2 to 3 business days. However longer delays may occur during bank holidays.

Question 13

I have a payment problem on my order. What should I do?

Accepted Answer

If you need support, please contact our Customer Service team via the ""Contact"" page.

Question 14

Why can’t I add a new payment card?

Accepted Answer

You can manage your saved payment cards by clicking on ‘Payment Cards’ under Account Settings in your account.If you want to add new payment details, you’ll need to do this at the checkout stage.After entering your new payment card details, we will ask if you want you will be asked if you prefer them to be saved for following orders.This means that next time you order with us it will be even easier than before.

Question 15

What do I do if I have not received my order?

Accepted Answer

We will send you an email and SMS with shipment tracking as soon as VEEV order is on its way. You can find the tracking link of your order on your account at any time as well.Please check your mailbox for a notice to pick it up at the post office or your parcel may have been left somewhere safe, such as with a neighbour.We will not assume liability for any loss, damage and/or defects and we will not be responsible for any costs related thereto. This exclusion of liability applies in particular if the order cannot be delivered or if delivery is delayed, if the product does not function or functions poorly, if the information on is inaccurate or incomplete, if the delivery address is incorrect, in case of viruses or other technical problems, in case of theft or other incidents related to delivery of the Products.Please visit our website www.VEEV-vape.com for all our delivery information including timeframes and fees associated with the different delivery options we offer.If you do need to report your order as lost then please contact our Customer Service team us via the ”Contact” page.

Question 16

I have received the wrong item. What should I do?

Accepted Answer

If your delivery includes an item(s) &nbsp;not in your original order for VEEV products please send an email to contact.ch@veev-vape.com. Please have ready the following information:Order NumberIncorrect item receivedCorrect item orderedAfter the contact, a member of our Customer Service team will follow up with you by email to keep in touch if there is anything more to be done to resolve the issue.

Question 17

How can I pay for my order?

Accepted Answer

We offer a variety of online payment methods to ensure our customers can place orders for VEEV products with ease.
You can select your preferred payment method at checkout .
We will ensure to validate and authenticate payment details. For us, the security of online purchases is fundamental. All payments are performed through secure payment systems. Confidential payment details are transmitted directly in an encrypted format (SSL).

Question 18

Will I be charged VAT?

Accepted Answer

When you buy VEEV products you will be charged 8.1% VAT, based on the VAT rate in Switzerland.VAT is calculated as a percentage of the price of the goods and this is called the VAT rate.

Question 19

How do I make changes to my order?

Accepted Answer

Once you’ve placed your order for VEEV products we cannot make any changes to it. Please visit our Returns Policy page on www.veev-vape.com to help you get the order back to us instead.

Question 20

What do I do if I have ordered the wrong item?

Accepted Answer

Once you’ve placed your order for VEEV products we cannot make any changes to it. Please visit our Returns Policy page on www.veev-vape.com to help you get the order back to us instead.

Question 21

I have received a faulty item. What should I do?

Accepted Answer

If items delivered to you appear defective, please send an email to contact.ch@veev-vape.com. Please have ready the following information:

Order Number
Product Name
Details of the fault
Images that support the fault, if applicable

After the contact, a member of our Customer Service team will follow up with you by email to keep in touch if there is anything more to be done to resolve the issue.

Question 22

Can I place an order over the phone?

Accepted Answer

Orders should be placed through your online account on the website, alternatively, you can contact our Customer Service at 0800 050 000, who can place an order on your behalf, with the following payment methods: Twint, Postfinance, Credit card, Paypal. Our Customer Service team is also available to provide support and guidance with any queries or technical issues you have before, during or after placing an order through your online account on the website.Once your have placed your order, we will send you a confirmation by email and SMS as soon as the parcel is on its way to you.

Question 23

Can I make changes to my basket?

Accepted Answer

Yes, click on the ‘View Cart’ icon at the top right of the page and you will be able to see the VEEV product reference in your shopping basket.
To change the quantity ordered, simply use the “+” button to increase the number of items, or the “–“ button if you want to take any items out.
If you want to remove an item completely from your shopping basket then click the “x” button.

Question 24

What is the status of my order?

Accepted Answer

You can check the status of your orders via your account on the website.
Login to see each individual order that you’ve placed with us.
Select the one that you want to see more details about that order.
We will also send you a dispatch email and a SMS as soon as your order is on its way.

Question 25

Where is my order?

Accepted Answer

Your account will show all your previous orders, that have been confirmed.Click on the order you want to view more details.

Question 26

How do I cancel my order?

Accepted Answer

Once an order is placed on veev-vape.com it is not possible to cancel it. Please visit our Returns Policy page on www.veev-vape.com to help you get the order back to us instead.

Question 27

What information do you process about me?

Accepted Answer

We will use information about you only in accordance with applicable data protection laws. You can read more on our data privacy notice.

Question 28

How do I use a voucher code?

Accepted Answer

Once you have selected all the VEEV products that you want to purchase, click ‘My Basket’, you will see a box located below your list of items appear which says ‘Got a discount code? Enter it here’.&nbsp;Add your discount code into this box and click ‘Add’ to apply the discount.If the code does not work, please ensure you are using only one code and that none of the items are on our exclusions list. Please consult the exclusions list on veev-vape.com.&nbsp;If you have any problems entering the code then you can contact our Customer Service team via the "Contact" page.

Question 29

Why is my voucher code not working?

Accepted Answer

We’re sorry to hear you are experiencing issues with your voucher code.First check you are not using more than one code per order and that your item has not been excluded from the offer.If the code is not affected by one of the issues above then please contact our Customer Service team via the "Contact" page.

Question 30

There is an item missing from my order. What should I do?

Accepted Answer

Please note, sometimes we ship items separately because their availability might vary, so your order may arrive in different deliveries.
So you may receive part of you order for VEEV products ahead of the rest.
Your dispatch confirmation email will list the items that have been sent for delivery. If the item has been ordered but it is not listed there then it may be sent at a later date.
Please contact us via the "Contact" page to let our Customer Service team know and they’ll be happy to help you further.

Question 31

How will I know when my order has been dispatched?

Accepted Answer

We will send an email and a SMS once your order has been dispatched for delivery.
You can as well find the link to track your order in your profile under "order history". Please note that sometimes we ship items separately because their availability might vary, so your order may arrive in different deliveries.

Question 32

How do I place an order?

Accepted Answer

It’s easy to place an order with us:Online:Log-in to your account to begin browsing our range of VEEV products.Once you’ve found the product(s) you want, click ‘Add to basket’.Continue shopping or click ‘View Basket’ if you’ve got everything you wantView Basket will proceed you to the checkout.&nbsp;The checkout will automatically display any payment and address details you have saved in your account, making it quick and easy to complete the order.Alternatively, please enter the required details manually.Please also carefully read the Terms of Sales and if you agree, accept them. &nbsp;You can now confirm your order and check-out.We will send you an email as soon as the order is on its way to you. Please note to process the order you will need to be age verified.With our customer service:You can contact our Customer Service at 0800 050 000, who can place an order on your behalf, with the following payment methods: Twint, Postfinance, Credit card, Paypal.

Question 33

Why should I register to veev-vape.com?

Accepted Answer

Registering on veev-vape.com allows you to order &nbsp;your favourite VEEV products, being eligible to exclusive member offers and stay up to date with all the latest VEEV news.

Question 34

I have forgotten my password. What should I do?

Accepted Answer

Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the registered email address and we’ll send you instructions on how to get this reset.

Question 35

What delivery options do you offer?

Accepted Answer

Please visit our terms of sales for all information on the delivery options we offer.

Question 36

Can I place an order to a different address?

Accepted Answer

Yes, you can amend your delivery address at the checkout stage or directly &nbsp;on your consumer profile page on veev-vape.com/ch/en/profile.

Question 37

How do I change my contact information?

Accepted Answer

Contact information such as delivery address, email and phone number can be changed directly on your consumer profile page on veev-vape.com/ch/en/profile.

Question 38

How can I contact veev-vape.com?

Accepted Answer

For any queries, please contact us via www.veev-vape.com/ch/en/contact, via phone at 0800 050 000 or via e-mail to contact.ch@veev-vape.com.

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