Need to change something on your order? If your order hasn't yet left our warehouse, 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.
If you have received the Despatch Confirmation email then unfortunately it's too late to make any amendments, however if your order is still showing as "Payment Received" from within your Electric Tobacconist account, or you haven't yet received the Despatch Confirmation email, contact our Customer Care team below. Please include your order number and details of the product you would like to change. Our despatch deadline is 4pm Monday-Friday, so please ensure you contact us at least 2 hours before this time so our team have the chance to make any amendments.
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.
If we cannot get back to you in time or if your order has already left our warehouse, we do accept unopened returns so contact us anyway and we'll be able to advise next steps for when it arrives.
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.
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 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.
Monday 24th October:
Our sincere apologies, it would appear that there was an error on our behalf. An email was supposed to go out to certain customers we had not seen in several months, but there was a glitch whereby everyone received the email, but only those who qualified received the voucher! To apologise for the accidental game of 'look at what you almost won', please forward a copy of the email you received to email@example.com and we will honour the offer you received (but this cannot be added retrospectively).
Still no luck? Please email us on firstname.lastname@example.org to let us know. So that we can help you as quickly as possible, please include the following information in your email:
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.
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