Need to change something on your order? If you are able to contact us within half an hour of placing your order we may be able to help. We are only able to remove products or swap with a product of the exact same value (i.e. a different strength or colour) - if you need items added to your order, then a new order must be placed through the website as normal.
When you get in contact, please include your order number and details of the product you would like to change. Please keep in mind our despatch deadline is 4pm (Monday - Friday).
Please note: If you placed your order over the weekend, then the chances are it's already packed and ready to go and we may not be able to amend your order in time.
This does not affect your statutory rights; you can cancel an order up to 14 days from the original order date by sending it back to us in a resalable condition (i.e. sealed and unused). Please contact the Customer Care team for our Freepost returns address.
Received an incorrect product? Don't worry - contact our Customer Care team below with your order number, the initials found on the bottom-left of your delivery note and details of the incorrect product and we will resolve the issue as a matter of urgency.
If you have received your order but have noticed a missing item, don't worry - contact us below with your order number, the initials found on the bottom-left of your delivery note and details of the missing item and our Customer Care team will resolve the issue as a matter of urgency.
If an item you have ordered has arrived smashed/broken/damaged, then please email our Customer Care team on firstname.lastname@example.org with a photo of the broken product and your order number and we will resolve the issue as a matter of urgency.
If you believe you have received a faulty product (that didn't appear to arrive physically damaged), please read our troubleshooting Help Desk entries before contacting us.
Still no luck? Please email us on email@example.com to let us know. So that we can help you as quickly as possible, please include the following information in your email:
If you think your kit has a fault, please check our list below and hopefully you can remedy the fault here. If this doesn't work, you can by all means contact us here.
We currently ship to the following destinations:
UK – Mainland
UK - Non Mainland
UK - Northern Ireland
UK - Isle Of Man
UK – Military
UK - Channel Islands (Guernsey)
UK - Channel Islands (Jersey)
Yes we do!
Make sure you include the unit and box numbers if shipping to a military base. To prevent your order being mis-routed into foreign mail networks, do not include city or country names.
Army/Air Post Office (BFPO)
PFC JOHN DOE
PSC 3 BOX 4120
BFPO AE 09021
Fleet Post Office (FPO)
SEAMAN JOSEPH SMITH
UNIT 100100 BOX 4120
FPO AP 96691
Diplomatic Post Office (DPO)
UNIT 8400 BOX 0000
DPO AE 09498-0048
Yes we do! If you order before 4pm Monday to Friday you can choose Next Day Guaranteed delivery for £5.99 when you proceed to payment. Deliveries do not take place on Sundays and Bank Holidays.
Having a problem putting an order through? Have a look at the issues we sometimes encounter below. If these don't help, please get in touch with our customer care team here.
Your ePen may be gurgling because there is not enough power to heat the liquid in your refill caps. Try fully charging the battery and the problem should go away.
Although we sell JUUL & Phix in our US store, here in the UK, the JUUL range is not currently available due to licensing issues and EU law. The closest product we have to the JUUL vaporizer is the Bo Vaporizer.
|Traditional Cig||E-Liquid Nicotine (mg/ml)|
|Cigarettes Per Day||E-Liquid Nicotine (mg/ml)|
|Traditional Cig||Nicotine Strength (mg/ml)|
|Cigarettes Per Day||Nicotine Strenth (mg/ml)|