Customer Support

At BritAces, we’re committed to providing prompt, helpful, and reliable support for all your needs – from product advice to resolving order issues. Below you’ll find how to reach us, our operating hours, and the types of assistance we offer. We prioritise clarity and customer confidence, so please don’t hesitate to get in touch.

How to Contact Us

• Email: info@britaces.co.uk

• WhatsApp: +44 7399 149136 – for quick chat support during business hours

Our team is friendly and knowledgeable. Whether you have a question about a product or need help with an order, we’re here to assist.

Support Hours

• Monday to Friday: 09:00 – 18:00

• Saturday: 09:00 – 14:00

• Sunday: Closed

We operate on UK local time. Messages received outside of these hours will be addressed on the next working day. (Our WhatsApp is monitored during business hours for faster responses.)

What We Can Help With

We encourage you to reach out for any support you need. Common topics we handle include:

• Order status, tracking, and delivery updates – e.g. “Where is my order?”

• Returns, exchanges and refund requests – faulty or unwanted items (see our Exchange Policy for details)

• Product issues or faults – troubleshooting devices or reporting defects

• Pre-purchase questions & product advice – guidance on choosing the right vape or flavour

• Account and payment support – issues with login, checkout, or payments

Note: You can also find answers to many common queries in our site resources. For example, see our Shipping & Delivery page for postage details or our Exchange Policy for return/warranty information. If your question isn’t covered there, our support team will be happy to help directly.

For Faster Assistance

To help us resolve your issue as quickly as possible, please include the following in your message or email:

• Order number (if applicable)

• Brief description of the issue or question

• Photos or screenshots (for reporting any damaged or faulty product)

Providing these details upfront helps us jump straight into finding a solution for you.

Response Time & Escalation

We aim to respond to all enquiries within one business day, and often much sooner during our working hours. You’ll typically hear back from us in a few hours on weekdays. If your issue is complex or requires special attention, we will escalate it to a senior team member or manager and keep you updated on the progress. Our goal is to resolve every issue to your satisfaction, and we won’t consider a case closed until you’re happy with the outcome.

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Your satisfaction is our priority. We want you to feel confident in contacting BritAces support at any time. Thank you for choosing BritAces – we’re here to help and ensure you have the best experience with our products and service.