Frequently Asked Questions
Frequently Asked
Everything you need to know about shipping, payments, devices, and shopping with Krem.
Getting It To You
Local Cape Town deliveries typically arrive within 1 to 3 business days. Because we hold stock across multiple branches, your order may ship from any one of our locations depending on availability. We always pick the fastest route to you.
Orders shipped to other major cities and regional areas across South Africa usually arrive within 1 to 5 business days. As with local orders, we ship from whichever Krem branch holds the stock so you get it as quickly as possible.
- Western Cape: R85
- Other Provinces & Regional Areas: R99
- Free Shipping: Available on all orders over R1000
Local delivery services are not currently available to townships.
The moment your order is dispatched, you will receive an email with your tracking details. You can also use our Track My Order page in the top menu to get real-time updates via Bob Go using your tracking reference or order number.
Visit Us In Person
Yes. Select Local Pickup at checkout. In-store pickup for online orders is exclusively available at our Pinelands Branch. Orders are usually ready within 1 to 3 business days, and we will WhatsApp or email you the moment it is ready.
Yes, Krem runs four independently-managed studios across Cape Town. Walk-ins are welcome. Please note that our online catalogue is not a live reflection of in-store stock. Each branch carries its own range, so we recommend calling ahead before making the trip:
- Pinelands (Online Hub): 29 Union Avenue · Call Ziyaad: 081 302 1036
- Lansdowne: 175 St Kilda Rd · Call Zahier: 066 080 1958
- Kuils River: 47 Church St · Call Ikraam: 079 924 3499
- Plumstead: 3 Rorke Rd · Call Adeeb: 082 615 0595
Ordering & Paying
- Browse our store and click on the product you want to purchase
- Select your preferred variants (Flavor, Strength, Colour) and click Add to Cart
- Click the shopping cart icon at the top right of your screen and select Checkout
- Enter your contact details and shipping address (or select Pickup if collecting from Pinelands)
- Select your secure payment method (Card, EFT via Ozow, Payflex, or ChipIn) and click Pay Now
We process orders very quickly. If you made a mistake (wrong strength, wrong address), contact our Client Care team via WhatsApp immediately. Once an order has been packed and handed to the courier, we are unable to modify or cancel it.
If we made a packing error, do not open the product. Contact us within 24 hours of receiving your delivery with a photo of the incorrect item, and we will arrange a swap at no cost to you. Opened items cannot be swapped.
Our online checkout is 100% secure. We accept:
- Visa & Mastercard (Debit/Credit)
- Ozow: Instant, secure EFT
- Payflex: Buy Now, Pay Later in 4 interest-free installments
- ChipIn: Split the bill with friends
What is Payflex? Payflex lets you take your order home today and pay it off over 6 weeks in 4 equal interest-free installments. You pay 25% at checkout, and the remaining 3 payments are auto-debited every 2 weeks. No interest, no fees if you pay on time, and no impact on your credit score. Just choose Payflex at checkout, complete a quick sign-up, and you’re done.
What is ChipIn? ChipIn is a group payment feature that lets multiple people contribute towards a single order. Perfect for splitting the cost of a kit, sharing a bulk juice order, or chipping in for a birthday gift. At checkout, choose ChipIn, add the email addresses of everyone contributing, and each person pays their share securely. The order is only confirmed once all contributions are received.
We do not accept cash for online deliveries.
Our physical branches accept Cash, Debit/Credit Cards, and Immediate EFT. The Pinelands branch also accepts SnapScan.
Looking After Your Gear
To keep your device running perfectly and avoid auto-draw misfires or leaking:
- Remove the pod when charging: batteries get warm when charging, and heat thins out e-liquid, making it watery and causing it to leak through the coil into your device
- Keep it clean and dry: regularly wipe the metal contact pins inside the device with a dry tissue to prevent “No Atomizer” errors
- Avoid extreme heat: never leave your vape in direct sunlight or inside a warm car. This will ruin the lithium-ion battery and cause severe leaking
When Things Go Wrong
Yes. We offer a 3-month warranty on all vape hardware (mods, pod systems, and kits) against manufacturer defects out of the box. Please note this warranty does not cover physical damage, liquid/water damage, burnt coils, or general user error.
Disposables are generally non-returnable. However, if a device is “dead on arrival” or faulty straight out of the box, contact our Client Care team within 3 days of receiving your order. Video evidence of the fault is strictly required before we can process a replacement or store credit.
Strictly no. For hygiene and safety reasons, we cannot accept returns or exchanges on e-liquids, replacement pods, or replacement coils once they have been purchased. Please ensure you are ordering the correct items for your device before checking out.
Know Your Gear
Strictly no. Nicotine Salts contain benzoic acid, which makes high-strength nicotine smooth to inhale. This is perfectly safe in low-wattage, low-heat Pod Systems (usually 0.8-ohm to 1.2-ohm).
However, using Nic Salts in a high-heat, high-wattage sub-ohm device is dangerous for two reasons:
- Chemical breakdown: extreme heat breaks down the benzoic acid into harsh, toxic compounds that can make you sick
- Nicotine overdose: sub-ohm devices produce massive amounts of vapor. Vaping high-strength salts in these devices delivers way too much nicotine at once, leading to severe nausea, dizziness, and headaches (“nic-sick”)
Always use Freebase e-liquids (0mg to 6mg) for high-wattage sub-ohm devices.
A Long Fill is a kit designed for freebase vaping. The kit typically comes with:
- A 30ml Flavour Shot (inside a larger 120ml bottle)
- An 80ml VG base
- A 10ml Freebase Nicotine Shot
How to mix: Remove the nozzles, then pour the VG base and the Nicotine Shot directly into the 120ml Flavour Shot bottle. Shake well before use.
You can opt out of using the nicotine shot if you prefer to end up with zero nicotine.
A Short Fill is a kit designed for Nicotine Salts or MTL vaping. It comes in two standard sizes:
- 30ml Kit: 15ml Flavour Shot (in a 30ml bottle) + 15ml Nicotine Salt/MTL Shot
- 60ml Kit: 30ml Flavour Shot (in a 60ml bottle) + either a single 30ml shot or 2x 15ml shots
How to mix: Short fills are designed for easy mixing without removing the main nozzle. The nicotine shot usually has a larger nozzle that fits directly over the flavour shot’s nozzle. Squeeze the nicotine directly into the bottle, shake, and vape.
On average, a coil or pod lasts 1 to 2 weeks depending on how frequently you vape and how sweet your e-liquid is. If you start experiencing a burnt taste, reduced vapor production, or leaking, it’s time for a replacement.
No. “Popcorn lung” is linked to a chemical called Diacetyl, which was used many years ago to create buttery or dessert flavors.
Reputable premium e-liquid manufacturers completely banned and stopped using Diacetyl years ago. Krem only stocks premium, genuine brands that adhere to the strictest global safety and manufacturing standards.
The Fine Print
Yes, 100%. We source all our hardware, disposables, and e-liquids directly from authorized manufacturers and official distributors. The majority of our hardware and disposables come with a scratch-to-verify authenticity code on the box.
Strictly yes. You must be 18 years or older to purchase any products from us. We reserve the right to request a valid ID for age verification upon delivery or during in-store pickup.
We don’t have a standard wholesale or bulk discount program. However, reach out to our team directly. We’ll always try our best to assist where we can.
If you don’t see the specific device, flavour, or part you’re looking for on our website, get in touch. We’ll try our absolute best to source it for you, or at the very least point you in the right direction.
Plant-Powered Range
CBD (Cannabidiol) is a non-psychoactive compound derived from the cannabis plant. It is widely used by our customers to support general wellness, promote deeper relaxation, and help manage daily stress and tension.
While our standard CBD range is non-psychoactive, our CBD+ products contain enhanced cannabinoids which can produce mild psychoactive effects and a euphoric feeling. CBD+ is designed for deep relaxation and mood enhancement.
Still Got Questions?
The crew is one message away. WhatsApp us for instant answers or send a detailed query through the contact form.
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Delivery and pick-up timelines
What is the delivery and pick-up timeline for local orders?
For local orders, delivery typically takes 1–3 business days. Pick-up options are also available within the same timeframe, and you'll be notified as soon as your order is ready.
How long does it take for orders to reach other main cities in South Africa?
Orders to other major cities usually arrive within 3–5 business days, depending on courier schedules and your location.
Are these timelines guaranteed for all orders?
While we aim to meet these timeframes for the majority of orders, actual delivery times may vary due to courier delays, remote areas, weather conditions, or other logistical factors. We appreciate your understanding and patience.
Can I expedite delivery for faster receipt?
Most orders are booked with overnight courier services and often arrive within 1–2 days. However, we cannot guarantee exact timelines due to factors like courier pickups, weekends, or remote delivery routes.
How will I be notified about the status of my order or delivery?
You will receive an email notification with tracking details as soon as your order is dispatched.
Alternatively, click the WhatsApp chat icon on our website, select the delivery icon, and enter your order number and email address to check real-time updates.
What should I do if my order doesn't arrive on time?
If your order hasn’t arrived within the expected timeframe, please contact our online team. We’ll investigate and assist you with the most up-to-date information.
Can I change my delivery or pick-up method after placing an order?
Once your order is confirmed, changes to the delivery or pick-up method may not be possible. Please ensure your preferred option is selected before completing your order.
Do these timelines apply to international orders?
At this time, we do not offer international shipping. Our services are limited to South Africa only.
Shipping Rates and In-Store Collections
Local Pickup
In-store pickups are available Monday to Saturday. Please confirm pickup times via WhatsApp. Orders are usually ready within 1 to 3 business days. You will receive an email or message notification when your order is ready for pickup.
Shipping Rates
- Western Cape: R85 (1–3 business days)
- Other Provinces: R99 (3–5 business days)
- Regional Areas: R99 (3–5 business days)
- Free shipping on orders over R1000
- Please note that local delivery services are not available to townships.
Where Are We Located & How Can You Contact Us?
Krem Vape Studio operates an Online Store plus multiple independently managed physical branches across Cape Town. Product availability may vary by location, so we recommend contacting the store directly for stock inquiries or appointments.
Online Store
📍 29 Union Avenue, Pinelands, Cape Town
☎️ Contact: Ziyaad – 081 302 1036
📧 Email: info@kremvape.co.za
Pinelands Branch
📍 29 Union Avenue, Pinelands, Cape Town
☎️ Contact: Ziyaad – 081 302 1036
Lansdowne Branch
📍 175 St Kilda Rd, Lansdowne, Cape Town
☎️ Contacts: Aaqeela – 063 779 9620 or Zahier – 066 080 1958
Kuilsriver Branch
📍 47 Church St, Kuils River, Cape Town
☎️ Contact: Ikraam – 079 924 3499
Plumstead Branch
📍 3 Rorke Rd, Plumstead, Cape Town
☎️ Contact: Adeeb – 082 615 0595
🚶♂️ Walk-ins are welcome at all branches, but we recommend calling ahead to check product availability and arrange appointments when possible for the best service experience.
How Do Our Individual Stores Operate?
🛒 Online Store
Customers can conveniently browse and order products from the Krem Vape Studio website.
- Shop conveniently at www.kremvape.co.za
- Nationwide delivery or pickup options available
- Pickup location for online orders is the Pinelands Branch only
- Free delivery on orders over R1000
- Cash payments accepted only for in-store pickups
- Orders are typically ready for pickup or dispatch within 1–3 business days
🏬 Physical Store (Independent Operations)
Each branch operates independently from the online store. While we do our best to coordinate inventory, not every store carries all online products. However, most branches can arrange to have your desired item ready for pickup within 1–3 days, if requested in advance.
🚶 Do We Accept Walk-ins?
Yes, we do accept walk-ins, but to ensure product availability and personalised service, we highly recommend calling ahead where possible.
What Payment Methods Do You Accept?
We offer flexible and secure payment options for both online purchases and in-store shopping.
🛒 Online Store Payments
You can pay securely through the following methods at checkout:
✅ Visa & Mastercard (Debit/Credit Cards)
✅ Ozow (Instant EFT – fast and secure bank transfers)
✅ Payflex (Buy Now, Pay Later in 4 interest-free instalments)
❌ Cash is not accepted for online orders
🏬 In-Store Payments
Our physical branches operate independently, but most accept:
✅ Cash
✅ Debit/Credit Cards
✅ Immediate EFT
✅ FNB GEO Payments
✅ SnapScan (Pinleands Branch Only)
🚶♂️ Walk-ins are welcome at select branches, but we recommend calling ahead to confirm payment methods and product availability.
If you have any questions about payments or need help at checkout, feel free to reach out via WhatsApp or our website chat.
CBD Benefits
CBD (Cannabidiol) is a non-psychoactive compound from the cannabis plant. It may offer a range of wellness benefits including:
- Pain Relief
- Anxiety & Stress Reduction
- Improved Sleep
- Anti-Inflammatory Effects
- Seizure Control (e.g., Dravet syndrome)
- Neuroprotective Properties
- Skin Health
- Support in Addiction Recovery
- Cancer Symptom Relief
- Heart Health Support
⚠️ Always consult your doctor before using CBD—especially if you are on other medication.
CBD+ Explained
What is CBD+?
Its the primary psychoactive compound in cannabis, known for producing a euphoric "high" and a wide range of therapeutic effects. When used responsibly and in the right dosage, THC may offer several potential health and wellness benefits such as:
- Stress & Anxiety Reduction
- Improved Sleep and deeper relaxation
- Appetite Stimulation
- Nausea & Vomiting Relief
- Muscle Relaxation & Spasticity Relief
- Mood Enhancement
- Neuroprotective Properties
- Anti-inflammatory Effects
- Enhanced mood
- Relief from persistent discomfort
Will CBD+ make me feel high?
Our CBD+ range may contain mild psychoactive effects, depending on the product and your personal tolerance. It’s advised to start with a low dose, especially if you're new to enhanced cannabinoid products.
How do I use CBD+ products?
Usage depends on the format—gummies, vapes, or tinctures. Always start low and go slow, especially when trying a new strength. Refer to product labels for recommended dosages.
How should I store CBD+ products?
Keep them in a cool, dry place away from sunlight. This ensures potency and shelf-life are preserved.
Can I travel with CBD+ products?
We do not recommend traveling with CBD+ products, especially internationally, as regulations vary and may be stricter in other countries.
⚠️ Disclaimer: CBD+ products are intended for responsible adult use. Effects may vary. Always consult a healthcare provider before using any cannabinoid-based product, especially if you are on medication or have a medical condition.
Long Fill Kits
What is a Vape Long Fill?
Vape Long Fill is a do-it-yourself e-liquid kit that provides you with the components to create your own custom vape juice. It consists of three parts:
- 80ml VG base,
- 20ml Flavor concentrates
- 10ml Nicotine shot.
How do I use the Vape Long Fill kit?
- Empty the 20ml flavor concentrate into the 120ml VG bottle.
- Add the 10ml nicotine shot to the mixture.
- Shake the bottle well to ensure thorough mixing.
What is VG (Vegetable Glycerin)?
VG is a thick, odorless liquid used as the base for e-liquids. It contributes to vapor production and a smoother vaping experience.
How does mixing the components work?
Mixing the flavor concentrate, VG, and nicotine shot creates your custom e-liquid. The flavor concentrate determines taste, VG provides vapor, and the nicotine shot
gives the desired nicotine strength.
Can I adjust the nicotine strength?
Yes, you can adjust nicotine strength by altering the amount of nicotine shot used. Be cautious not to overdo it, as it may affect flavor and throat hit.
How should I handle nicotine?
Nicotine is toxic and should be handled with care. Avoid direct contact with skin, eyes, and clothing. Keep out of reach of children and pets.
Do I need to steep the e-liquid?
Steeping is recommended to allow flavors to mature. Store the mixed e-liquid in a cool, dark place and shake it regularly for optimal results.
How long does the mixed e-liquid last?
Properly stored e-liquid can last around 1-2 years, but flavors may weaken over time. Check for any changes in color, odor, or taste before using.
Understanding the Potential Risks of Vaping
While vaping is widely regarded as a less harmful alternative to traditional smoking, it’s essential to understand that it still carries potential health risks. The effects of vaping can vary significantly based on the type of device, the ingredients in your e-liquid, how often you vape, and your personal health profile.
Here are some of the known and potential risks:
Nicotine Addiction
Many vape liquids contain nicotine, a highly addictive substance. Regular use can lead to dependency and withdrawal symptoms when stopping or reducing intake.
Respiratory Issues
Vaping can cause irritation in the lungs and airways, leading to coughing, wheezing, chest tightness, or shortness of breath—especially in individuals with respiratory sensitivities or asthma.
Cardiovascular Concerns
Nicotine may contribute to increased heart rate and blood pressure, potentially elevating the risk of heart disease, high blood pressure, or stroke with long-term use.
Addressing the Elephant in the Room: Popcorn Lung & Diacetyl
You may have heard of "popcorn lung", a term linked to a serious lung condition (bronchiolitis obliterans) once associated with diacetyl—a buttery-flavored additive that was used in some e-liquids in the past. But here’s the truth, Diacetyl is no longer used by reputable e-liquid manufacturers. Modern e-liquids are diacetyl-free and undergo rigorous testing and compliance with international safety standards. The risk of developing popcorn lung from vaping today’s regulated products is extremely low, especially when purchasing from trusted sources.
Popcorn lung was originally discovered among workers in popcorn factories who were exposed to extremely high levels of diacetyl daily. The levels once found in poorly regulated vape liquids were far lower—and no such cases have been conclusively linked to consumer vaping.
What is DL (Direct Lung),MTL (Mouth to Lung), and Nicotine Salts (Nic Salts)?
What is DL (Direct Lung) vaping?
DL vaping involves inhaling vapor directly into the lungs, akin to taking a breath. This method produces substantial clouds of vapor and requires devices with higher wattage for optimal performance.
Experienced vapers who enjoy intense flavour and vapor prefer DL vaping.
What is MTL (Mouth to Lung) vaping?
MTL vaping starts by drawing vapor into the mouth and then inhaling into the lungs, similar to the way you'd smoke a traditional cigarette. MTL vaping is popular among those transitioning from smoking to vaping. It offers a restricted airflow and generates a smaller amount of vapor.
What are Nicotine Salts (Nic Salts)?
Nicotine salts are a type of nicotine used in e-liquids. They are formulated for efficient absorption by the body compared to traditional freebase nicotine. Nic salts are often used in higher
concentrations and are known for their smoother hit. They are commonly favoured by smokers attempting to quit as they provide a more satisfying nicotine experience.
What strength N/Salts (Nicotine Salts) do you recommend?
The appropriate strength of nicotine salts (nic salts) can vary depending on individual factors such as your level of nicotine dependence, the type of device you are using, and your personal preferences. However, there are some general guidelines that can help you choose an appropriate nicotine salt strength:
- If you are a heavy smoker (more than a pack a day) or have a high level of nicotine dependence, you may want to start with a higher strength of nic salts, such as 50mg/mL.
- If you are a moderate smoker (less than a pack a day) or have a moderate level of nicotine dependence, you may want to start with a lower strength of nic salts, such as 25mg/mL.
- If you are a light smoker or have a low level of nicotine dependence, you may want to start with the lowest strength of nic salts available, such as 10mg/mL.
It is important to note that nic salts are generally stronger and can have a more rapid onset of effects than traditional e-liquids. Therefore, it is recommended to start with a lower strength and gradually increase as needed to avoid nicotine overdose or other adverse effects.
Ultimately, the best strength of nic salts for you will depend on your individual needs and preferences. It may take some trial and error to find the perfect strength and flavor for your vaping experience. It is always recommended to consult with your healthcare provider before making any changes to your nicotine intake.
