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How SiloVape support can help

SiloVape support helps adult customers with order questions, delivery updates, product information, returns and wholesale enquiries. The quickest way to receive a useful answer is to choose the correct topic in the form and provide the details that relate to your request. Please do not send payment card numbers, account passwords, full identity documents or other sensitive information.

What to include in your message

Clear information helps us route your enquiry correctly and reduces unnecessary follow-up messages. When your question concerns a purchase, include the order number and the email address used at checkout. For a product question, tell us the brand, model, flavour or variation shown on the product page. If you are reporting a damaged or incorrect item, describe the condition of the parcel and keep the packaging until support has reviewed the case.

• Order support: order number, billing email and a short description of the issue.
• Product information: product name, model, variation and the specification you want to confirm.
• Wholesale enquiries: expected quantity, destination country, preferred models and any delivery requirements.
• Returns: order number, item condition and the reason you would like the request reviewed.

Delivery, returns and account questions

Tracking information may take time to appear after a parcel is handed to the carrier. Before opening a delivery enquiry, review our Shipping Policy for processing, transit and destination guidance. If your question concerns a return, cancellation or refund, read the Refund & Returns Policy so you know which information may be required. Registered customers can also review recent purchases and address details from My Account.

Response and privacy information

We aim to answer support messages as soon as practical during business days. Complex shipping, product verification or wholesale questions may require additional review, so a complete first message is usually the fastest route to a resolution. We use the information you provide to understand and respond to your enquiry. For more information about how website and contact data is handled, please review the Privacy Policy.

Adults only: SiloVape products and support services are intended for adults who meet the legal smoking or vaping age in their location.