Customer support center of Svapoebasta.com

Welcome to the customer support center of Svapoebasta.com. In this section, you can find solutions to the most common problems regarding the products in our catalog, the registration and purchase procedures, as well as information about shipping, returns, and product warranty.

If you can't find an answer to your question in the list below and you are a registered user:

Request a callback and one of our support agents will contact you:

send a message to our customer support:

contact us via WhatsApp:

Frequently Asked Questions about Shipping

When will my order be shipped? Where can I find the tracking code?

You will receive the shipping code via email, at the address provided during registration. Please note that the tracking code is only available after the courier has collected the package from our warehouse. Generally, orders are handed over to the couriers in the late afternoon, and the tracking code will be associated with the shipment in the late evening of the same day. More information about shipping costs and delivery times

How can I specify a pick-up point as the delivery address for my shipment?

During the checkout process, in the "addresses" section:

- select "Add a new address"

- enter "Pick-up Point" in the "Address" field

- fill in the remaining details (city, postal code, etc.) with your own information.

Can I receive an order outside of Italy?

Yes, purchasing and shipping are available throughout Europe.

Can I choose a specific time slot for the delivery of my order? Can I choose to receive it on Saturdays?

No, it is not possible to guarantee delivery within a specific time slot. Deliveries are made from Monday to Friday (excluding holidays).

I have an issue with the shipping, can I contact the courier directly?

It is preferable to send a message to our customer support who will handle the resolution of the problem.

Frequently Asked Questions about Registration

I am a reseller, can I register and make purchases on Svapoebasta.com?

Registration on Svapoebasta.com is reserved for private users. Resellers can contact us and they will be contacted as soon as the wholesale section is available.

Most Common Purchasing Questions

I want to buy my first e-cigarette. What do you recommend?

If you are approaching the world of vaping for the first time, we recommend scheduling a phone appointment with one of our experts who can advise you and guide you in making the right choice. Book the call in this section and a consultant from Svapoebasta.com will contact you at the time you indicate.

Can I place an order without registering?

Purchasing on Svapoebasta.com is reserved for registered users only. If you haven't registered yet, register here.

I'm a minor, can I purchase products containing nicotine or derivatives?

No, the purchase of products containing nicotine or derivatives is only allowed for adults.

I'm not familiar with the products and codes, how can I know if they are compatible with each other?

The website provides various tools to recognize the compatibility of products, such as the search engine (e.g. replacement coils "product name"), product feature filters (e.g. type of draw, brand, battery power, etc.) in the categories, and the "compatible products and spare parts" sections on each product page. For more information on product selection, you can contact our customer support, or schedule a call with one of our consultants who can help and guide you in purchasing the products.

Order-related Questions

Is it possible to modify an order?

The modification of a placed order is strictly related to the chosen payment method and the processing status of the order (order being prepared, shipped, etc.). For more information, please consult our page on order modifications.

The product doesn't work! What can I do?

If you have encountered a problem with the functioning of your device, we invite you to follow one of the troubleshooting procedures summarized in this guide to malfunctioning devices.

I have an issue with the received merchandise (missing, incorrect, or damaged products)

If you have received products that are different from what you ordered, or if some of the purchased products are damaged or missing, please refer to the information in this section.

How long do I have to wait for a refund?

From the issuance of the refund, it can generally take up to 48 hours (2 working days), but the timing may vary based on the involved banking operators. For more information, you can send a message to our customer support.