FAQ's
Ordering and Age Verification
Do I need to be 18 to order?
Yes. You must be 18 or older to access the site or buy from us. This is a legal requirement under Irish law for nicotine inhaling products, not just a store policy.
How is my age checked?
At delivery, our courier requires an adult signature and may ask for photo ID if your age is in question. If the courier cannot confirm you are an adult, the parcel is not left and is returned to us, which delays your order.
Can I cancel my order?
Yes, any time before it moves into processing for shipping. Once it has entered the shipping phase, it can no longer be cancelled, though our Refund Policy still applies once it arrives.
Are your products compliant with EU regulations?
Yes. All nicotine products we sell meet EU Tobacco Products Directive limits: a maximum nicotine strength of 20mg/ml, a maximum refill bottle size of 10ml, and a maximum tank or pod capacity of 2ml.
Are prices inclusive of tax?
Yes. Listed prices include applicable Irish taxes and the e-liquid products excise duty where relevant. Shipping is charged separately unless stated otherwise.
Shipping and Delivery
How quickly do you dispatch orders?
Within 24 hours of payment clearing, on business days. Orders placed Saturday, Sunday, or a public holiday go out on the next working day.
How long does delivery take?
Republic of Ireland: 1 to 2 working days via An Post Tracked or DPD, €4.99. Northern Ireland: 2 to 3 working days, with the fee calculated at checkout. These are carrier estimates, not guarantees, and can shift during busy periods or bad weather.
Do you offer same day delivery?
Yes, in Dublin only, delivered by our own drivers, free of charge. Order before 5pm Monday to Friday to qualify. Same day orders typically arrive by 9pm. Not available on weekends or bank holidays.
Is shipping free?
Free shipping applies to Republic of Ireland orders of €99.99 and above. Orders under that amount are charged the standard rate shown at checkout. The €99.99 threshold does not apply to Northern Ireland, where a delivery fee is always calculated at checkout.
Is my package discreet? Yes. Every order ships in plain, unbranded packaging with nothing on the outside indicating the contents or our store name.
What happens if my address is wrong?
We ship to exactly what you enter at checkout, so please check your address and Eircode before paying. We are not responsible for parcels sent to an incorrect address you provided, and a re delivery charge may apply.
What if my item arrives damaged or lost?
Email support@holahighvapes.ie within 48 hours of delivery with your order number and photos, and we will sort it out.
Do you dispatch on public holidays?
No. Orders placed on an Irish public holiday are queued and go out on the next working day. Same day Dublin delivery is also unavailable on those dates.
Returns and Refunds
What is your return window?
14 days from the date you receive your item. This also satisfies the EU 14 day cooling off period for orders shipped within the EU.
What condition must a return be in?
Unused, unworn, and unopened, in original retail packaging with tags and security seals intact, along with a receipt or proof of purchase.
Can I return an opened e-liquid or pod?
No, unless it is confirmed faulty. Sealed products are non refundable once opened, for health and hygiene reasons.
Is there a fee for returns?
Yes, a €5.00 administration and packaging fee is deducted from non faulty returns. Return postage is your responsibility unless the item is faulty. We recommend using a tracked service.
How do I start a return?
Contact support@holahighvapes.ie before sending anything back. Once your return is approved, we will confirm the return address and send instructions. Items sent back without prior approval will not be accepted.
What items can't be returned at all?
Sale items, mystery boxes, gift cards, perishable goods, custom or personalised orders, personal care items, and hazardous materials such as batteries, flammable liquids, or gases. Contact us before ordering if you are unsure whether an item qualifies.
What if I receive a faulty or incorrect item?
Notify us within 2 days of delivery so we can evaluate the issue. If you have more than one faulty item, all affected items must be returned together for a full investigation before replacements are issued. Claims made after this window may not be accepted.
How do exchanges work?
Return the item you have, and once that return is approved, place a separate order for the item you want.
How long do refunds take?
Once your return is received and approved, refunds are processed within 4 to 5 working days to your original payment method. Your bank or card provider may take additional time to post the funds. If 15 business days pass since approval with no funds received, contact support@holahighvapes.ie.
Privacy and Your Data
What personal data do you collect?
Contact details, payment information, account details, order history, communications with us, and device and usage data from your visit to the site.
Do you share my data with anyone?
Yes, with Shopify and service providers who help run the store, such as payments, analytics, and fulfilment, and with marketing partners for advertising, all subject to our Privacy Policy.
What rights do I have over my data?
You can request access, correction, deletion, or a copy of your data. If you are in the UK or EEA, you can also object to or restrict certain processing, or withdraw consent. Contact us to exercise any of these rights.
Do you knowingly collect data from children?
No. Our Services are not intended for children, and we do not knowingly collect personal information from anyone under the age of majority in their jurisdiction.
Contact Us
How do I get in touch?
Email support@holahighvapes.ie for questions about orders, returns, or anything else, or message us on WhatsApp for quick order status updates.