Get in touch with the THCVapesPens UK team

We aim to respond to every customer message within one UK business day. Use the channel that fits your enquiry — order issues and delivery questions move fastest by email, while product and lab-documentation queries are best handled through the contact form so we can attach the right COA.

Customer support

Order tracking, delivery, returns, refunds, and account help.

Email: support@thcvapespens.uk

Response time: within 1 business day

Product & lab queries

Cannabinoid profiles, batch lab certificates, terpene panels, hardware specs.

Email: lab@thcvapespens.uk

Include the product name and batch number if you have it.

Trade & wholesale

Bulk pricing, retail accounts, white-label enquiries.

Email: trade@thcvapespens.uk

Include the trading name, premises type, and expected monthly volume.

Frequently asked questions

What information should I include with my order enquiry?

To resolve order questions in a single reply, please include your order number (sent in your confirmation email), the email address the order was placed with, and a clear description of the issue. Photos help when reporting a delivery problem.

I haven’t received my order — what do I do?

If you have a tracking number from us, the first step is to check it on our order tracking page. If the parcel shows no movement for more than three working days, email support@thcvapespens.uk with your order number and we will investigate with the courier on your behalf. Our reshipment guarantee covers eligible cases — see our return and refund policy.

Can I get a lab certificate for my product?

Yes. Every batch we sell is third-party tested. Email lab@thcvapespens.uk with the product name and batch number from your packaging and we’ll send the matching Certificate of Analysis (COA) within one business day.

Do you have a phone line?

Customer queries are handled in writing so we can attach order records, lab certificates, or tracking screenshots accurately. We monitor our support inbox throughout UK business hours, Monday to Friday.

Are you open at weekends?

Our store is open 24/7 for orders. Customer support replies on Monday to Friday between 9am and 6pm UK time. Messages sent over the weekend are read first thing on Monday.

How do I make a complaint?

Address complaints to support@thcvapespens.uk with the subject line “Formal complaint” and a summary of the issue. We acknowledge formal complaints within 48 hours and aim to resolve them within 14 working days, in line with UK consumer-protection good practice.

Before you contact us

Many of the most common questions are answered on:

All products are sold for adults aged 18 and over. THCVapesPens UK does not provide medical advice — consult a healthcare professional before using cannabinoid products if you are pregnant, breastfeeding, taking prescription medication, or managing a diagnosed condition.