Frequently Asked Questions
We’re Here to Help
Find answers to our most frequently asked questions about orders, shipping, payments, collections and our products. If you cannot find what you are looking for, our friendly team is always happy to assist.
How do I place an order?
Simply browse our online store, add your favourite products to your cart, proceed to checkout, and complete your purchase using one of our secure payment methods.
Can I change or cancel my order?
If your order has not yet been dispatched, we may be able to modify or cancel it. Please contact us as soon as possible after placing your order.
How will I know my order has been received?
Once your payment has been successfully processed, you’ll receive an order confirmation email with your order number.
Can I purchase products without creating an account?
Yes, guest checkout may be available. However, creating an account allows you to track orders, view your order history, and enjoy future Magic Rewards benefits.
How long does delivery take?
Most orders are delivered within 3–5 business days after dispatch, depending on your location. Delivery times may be longer during weekends, public holidays, promotional periods or circumstances outside the courier’s control.
Do you offer FREE shipping?
Yes.
KwaZulu-Natal: FREE shipping on orders over R850
Nationwide: FREE shipping on orders over R1,200
Delivery charges for orders below these thresholds are calculated during checkout.
Can I track my order?
Yes. Once your order has been dispatched, you’ll receive your tracking information via email or SMS (where available).
Do you offer Click & Collect?
Yes. Select Store Collection during checkout and choose your preferred Magic Clouds Vapoury branch. Please wait until you receive confirmation that your order is ready before travelling to the store..
Which payment methods do you accept?
We accept secure online payment methods available during checkout.
Is my payment secure?
Yes. Our website uses secure encryption technology to ensure your payment and personal information remain protected.
When will my payment be processed?
Payments are processed immediately once your transaction has been successfully authorised.
What is Magic Rewards?
Magic Rewards is our customer loyalty programme that allows you to earn Magic Points every time you shop.
How do I earn Magic Points?
You’ll earn points on qualifying purchases. The more you shop, the more rewards you’ll unlock.
How do I redeem my Magic Points?
Log in to your Magic Clouds account to view your available points and reward value. Where your balance qualifies, you can apply your available reward during checkout on eligible purchases..
Can I return a product?
Returns are accepted in accordance with our Returns Policy. Products must be unused, unopened and returned in their original packaging unless they are faulty.
What if I receive the wrong item?
Please contact us immediately. We’ll arrange the correct replacement as quickly as possible.
What if my order arrives damaged?
If your parcel arrives damaged, please notify us within 24 hours of delivery and include photographs where possible.
Do I need to be over 18 to purchase vape products?
Yes.
You must be 18 years or older to purchase vaping products from Magic Clouds Vapoury.
We reserve the right to request proof of age before processing any order.
Can I visit your stores?
Yes! We’d love to welcome you.
📍 Malvern Branch
Shop 3, 4 Purity Lane, Malvern, Queensburgh, Durban, 4093
📍 Westville Branch
Shop 22, Westville Junction 7 Westville Road, Westville, 3629
📍 Florida Road Branch
Shop 13, 262 Florida Road, Morningside, Durban, 4001
What are your trading hours?
Monday – Friday: 09:00 – 18:30
Saturday: 09:00 – 17:00
Sunday: 09:00 – 15:00
Are your products authentic?
Yes. We only stock genuine products sourced from trusted manufacturers and authorised suppliers.
I’m new to vaping. Can you help me choose a device?
Absolutely. Our knowledgeable team is happy to recommend products based on your experience level, preferences, and budget.
Do you stock replacement pods and coils?
Yes. We stock a wide range of genuine replacement pods, coils, and accessories for leading vape brands.
Still have a question?
Our friendly customer support team is ready to assist.
📞 Contact us during trading hours.
📱 WhatsApp us for quick assistance.
📧 Or visit our Contact Us page and we’ll get back to you as soon as possible.
Thank you for choosing Magic Clouds Vapoury. We appreciate your support and look forward to serving you!