Frequently asked questions (FAQ)
Payment
Which payment methods are accepted? At Echtvape you can choose from various payment methods, including credit card, PayPal, iDEAL and SEPA bank transfer. All available options are displayed in the checkout area during the order process.
What can be the reason for a rejected payment? Possible causes are incorrectly entered card information, a lack of funds in your account or a temporary fault with your payment provider. Check your details again or contact your bank or payment service provider directly if necessary.
How do I receive an invoice for my order? The invoice can be requested directly during the purchase process and will be sent to you automatically by e-mail after completion of the order.
Is payment by cash on delivery possible? No, cash on delivery is not offered as a payment method. Please use one of the available electronic payment methods for your order.
Can I use a voucher or gift card? Yes, promotional codes and gift cards can be redeemed when completing your order and reduce the total amount payable.
How secure is payment on this website? Your payment data is protected by modern encryption methods and a PCI DSS-compliant payment system.
When will I receive a confirmation of my order? Immediately after successful payment, you will receive a confirmation e-mail summarising all order details.
How does the refund process work? Please contact our customer service and have your order information ready. Refunds will be reviewed and processed in accordance with our current policy.
Where can I find my past orders and payments? After logging into your account, you can access your complete order history, including the respective payment status, via the „My account“ area.
Shipping
For which countries does DDP shipping apply? The following countries are DDP method (Delivery Duty Paid - delivery duty paid). You do not have to worry about any customs formalities and do not pay any import duties:
- USA - Local UPS delivery (except Alaska and Hawaii)
- Great Britain - Local DPD Express
- Europe - UPS Express / DPD Express / 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.
European shipments are dispatched via Germany and forwarded from there. Additional regions supplied: United Arab Emirates (Dubai only), South Africa, Vietnam, West Malaysia (excluding the island of Kalimantan).
Estimated delivery times by destination country:
| Country | Shipping method | Delivery time |
|---|---|---|
| USA | Local UPS delivery | 10-15 days |
| United Kingdom | Local DPD Express | 7-12 days |
| Germany | UPS / DPD / DHL | 8-13 days |
| France | UPS / DPD / DHL | 8-13 days |
| Belgium | UPS / DPD / DHL | 8-13 days |
| Luxembourg | UPS / DPD / DHL | 8-13 days |
| The Netherlands | UPS / DPD / DHL | 8-13 days |
| Czech Republic | UPS / DPD / DHL | 8-13 days |
| Poland | UPS / DPD / DHL | 8-13 days |
| Croatia | UPS / DPD / DHL | 8-13 days |
| Slovakia | UPS / DPD / DHL | 8-13 days |
| Slovenia | UPS / DPD / DHL | 8-13 days |
| Finland | UPS / DPD / DHL | 8-13 days |
| Denmark | UPS / DPD / DHL | 8-13 days |
| Sweden | UPS / DPD / DHL | 8-13 days |
| Austria | UPS / DPD / DHL | 8-13 days |
| Italy | UPS / DPD / DHL | 8-13 days |
| Hungary | UPS / DPD / DHL | 8-13 days |
| Lithuania | UPS / DPD / DHL | 8-13 days |
| Estonia | UPS / DPD / DHL | 8-13 days |
| Latvia | UPS / DPD / DHL | 8-13 days |
| Greece | UPS / DPD / DHL | 8-13 days |
| Ireland | UPS / DPD / DHL | 8-13 days |
| Portugal | UPS / DPD / DHL | 8-13 days |
| Spain | UPS / DPD / DHL | 8-13 days |
| UAE (Dubai) | Direct line Dubai | 12-18 days |
| South Africa | Direct line South Africa | 15-25 days |
| Vietnam | Direct line Vietnam | 3-5 days |
| West Malaysia | Direct line Malaysia | 4-8 days |
Independent customs clearance is required for all other countries and import duties may apply. Check with the relevant customs office in advance. In some cases, a trade licence may be required.
How are the shipping costs calculated? The shipping costs incurred depend on the weight of the parcel, the country of destination and the shipping option selected. The exact amount will be displayed transparently at checkout.
What should I do if my parcel fails to arrive or is delayed? In this case, please contact our customer service. We will check the situation immediately and support you in solving the problem.
How can I track the status of my delivery? After logging into your account, you can view the current status of your consignment in the „Order history“ section. The shipment tracking data will also be sent to you by e-mail.
Are there customs charges for my order? Not in most cases. Exceptions currently apply to shipments to Canada and Denmark.
How long is the total delivery time? After receipt of your order, the goods remain in the warehouse for 1 to 5 days, depending on the product. The subsequent delivery usually takes 7 to 15 days.
Security
How does Echtvape protect the website and my data? We use a combination of data encryption, firewall systems and regular security audits to protect your personal data and transactions in the best possible way.
What happens to my personal data? We treat your personal data as strictly confidential. It will not be passed on to third parties or sold - it will only be used for order processing and customer support.
Are my credit card or payment details protected? Yes, we use a PCI-compliant system for payment processing that meets the highest security standards and reliably protects your data.
How do I choose a secure password for my account? Combine upper and lower case letters, numbers and special characters. Avoid using personal details such as dates of birth or names and update your password regularly.
How can I recognise that I am on the genuine Echtvape website? Check the URL in the address bar of your browser and look for an active SSL certificate - recognisable by the lock symbol, which indicates an encrypted connection.
Where can I report suspicious activities or security incidents? Please contact our customer service immediately if you have any security concerns. We will take your information seriously, initiate a review and take appropriate protective measures if necessary.
Are there protection mechanisms against phishing attacks? Yes, Echtvape has implemented appropriate anti-phishing measures to recognise and prevent fraudulent activities via fake websites or emails.
Returns
Can an order that has already been placed be subsequently adjusted? Yes, changes are possible - but only until 23:00 (PDT, UTC-7) on the day the order is placed at the latest. Please send an e-mail to Echtvape@proton.me.
How does a product return work? Echtvape grants you a 15-day right of return from the day of receipt. The item must be returned in perfect condition, unused, with all original labels attached and in the unopened original packaging. Proof of purchase (e.g. receipt or order confirmation) must also be enclosed.
To initiate a return, please contact us by email at Echtvape@proton.me. After checking and approving your request, you will receive a pre-paid return label and detailed instructions on how to return the goods. Please note: parcels received without prior authorisation will not be accepted.
If you have any further questions about returns, please contact our team at Echtvape@proton.me at any time.