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Help Desk | Electric Tobacconist®

Please select the subject below and click for more information.
  • Where is my order? I am a UK customer
    If your order has not yet arrived..
     
    Please allow 7 days for your order to be delivered. If you contact us without allowing 7 days, there's nothing our team will be able to do by way of help.
     
    If you specifically paid for a Next Day Guaranteed service, please click here.
     
    If it's been 7 days since your order was despatched and it still hasn't arrived, please refer to the points below:
     
    If your order has still not arrived after 7 days of despatch..
     
    1. Please check the delivery address you were given on your confirmation of order email. This is the delivery address you will have given us, and it is the main cause of customers believing their orders have yet to arrive (ie the order has been sent to a different address to the one the customer was expecting).
     
    2. Please note we use discreetly packaged, usually white envelopes and boxes, so it may in fact have arrived without you having noticed it!
     
    3. If you've checked points 1 & 2 and 7 days have passed, click here to be taken to our contact form, let us know your order number and we will get the issue sorted as a matter of urgency. We despatch fast and after that it's in the hands of Royal Mail, but 7 days is too long for anyone to wait for their e-cigarette products.
     
  • Where is my order? I am a European customer
    If your order has still not arrived after 14 days of ordering..
     
    1. Please check the delivery address you were given on your confirmation of order email. This is the delivery address you will have given us, and it is the main cause of customers believing their orders have yet to arrive (ie the order has been sent to a different address to the one the customer was expecting).
     
    2. Please note we use discreetly packaged, usually white envelopes and boxes, so it may in fact have arrived without you having noticed it!
     
    3. If you've checked points 1 & 2 and 14 days have passed, click here to be taken to our contact form, let us know your order number and we will track it to see what has happened. We will get the issue sorted as a matter of urgency. We despatch fast and after that it's in the hands of Royal Mail and then your local postal service, but 14 days is too long for anyone to wait for their e-cigarette products.
     
  • Has my order despatched yet?
    We despatch all orders placed by 4pm Monday to Friday (aside from Bank Holidays) the same day. Very, very rarely, we send an 'Awaiting Stock' email whereby we've run out of the item you ordered, so unless you've received one of these, your order will have been despatched if you fit the above criteria.
     
    All orders placed after 4pm on a weekday will despatch the next working day (ie Monday to Friday). You should also get an email confirming when your order has left our warehouse.
     
    We pride ourselves on efficient and speedy despatch, so rest assured, we're dealing with your order as quickly as we can!
  • How Long Does Delivery Take?
    We despatch all UK orders via Royal Mail First Class post (unless a "Next Day Guaranteed" service is paid for) and we despatch all orders the same day if you order by 4pm in a week day (aside from Bank Holidays). This usually means it arrives next day, but this is never guaranteed and can sometimes take up to seven days.
     
    Orders overseas (to EU countries only) typically take 3-5 days from day of despatch, although this can (rarely) take up to 14 days.
  • I paid for Royal Mail Next Day Guaranteed and my order hasn't arrived
    If you paid a premium for your next day guaranteed delivery and your order has not arrived, we will reimburse you, provided Royal Mail has not attempted delivery.
     
    Please note, the standard Royal Mail Next Day Guaranteed service does not guarantee a Saturday delivery. For guaranteed Saturday deliveries customer must select "Next Day Saturday Guaranteed" in the checkout.
     
    If you feel you are owed reimbursement for the delay of a time-guaranteed delivery, please email us on help@electrictobacconist.co.uk with your order number and we will check the tracking and process a postage refund if necessary.
  • Can I Change My Order?

    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.

    Click here to contact our Customer Care team.

  • An Item Has Arrived Broken/Damaged

    If an item you have ordered has arrived smashed/broken/damaged, then please email our Customer Care team on help@electrictobacconist.co.uk 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.

  • Where is my order? I am a UK customer
    If your order has not yet arrived..
     
    Please allow 7 days for your order to be delivered. If you contact us without allowing 7 days, there's nothing our team will be able to do by way of help.
     
    If you specifically paid for a Next Day Guaranteed service, please click here.
     
    If it's been 7 days since your order was despatched and it still hasn't arrived, please refer to the points below:
     
    If your order has still not arrived after 7 days of despatch..
     
    1. Please check the delivery address you were given on your confirmation of order email. This is the delivery address you will have given us, and it is the main cause of customers believing their orders have yet to arrive (ie the order has been sent to a different address to the one the customer was expecting).
     
    2. Please note we use discreetly packaged, usually white envelopes and boxes, so it may in fact have arrived without you having noticed it!
     
    3. If you've checked points 1 & 2 and 7 days have passed, click here to be taken to our contact form, let us know your order number and we will get the issue sorted as a matter of urgency. We despatch fast and after that it's in the hands of Royal Mail, but 7 days is too long for anyone to wait for their e-cigarette products.
  • Where is my order? I am a European customer
    If your order has still not arrived after 14 days of ordering..
     
    1. Please check the delivery address you were given on your confirmation of order email. This is the delivery address you will have given us, and it is the main cause of customers believing their orders have yet to arrive (ie the order has been sent to a different address to the one the customer was expecting).
     
    2. Please note we use discreetly packaged, usually white envelopes and boxes, so it may in fact have arrived without you having noticed it!
     
    3. If you've checked points 1 & 2 and 14 days have passed, click here to be taken to our contact form, let us know your order number and we will track it to see what has happened. We will get the issue sorted as a matter of urgency. We despatch fast and after that it's in the hands of Royal Mail and then your local postal service, but 14 days is too long for anyone to wait for their e-cigarette products.
  • I received a discount code email with no code showing! (updated 24/10/16)

    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 help@electrictobacconist.co.uk and we will honour the offer you received (but this cannot be added retrospectively).

  • My discount code is not working
    Received a discount code but it's not working for you? Please check the following points:
     
    Please note: we cannot apply a discount code after you have already placed an order.

    • You must be logged-in to your Electric Tobacconist account to apply a discount code.
    • If you were emailed a code, it will only be valid for the account associated with the email address it was sent to. Discount codes are non-transferable so make sure you sign-in to the same Electric Tobacconist account the email was sent to.
    • It is advised that you copy and paste any discount codes to ensure it is inputted correctly. Codes are case sensitive.
    • Some codes are only valid on certain products or must meet a certain criteria before it will apply. Please check the terms of the code if it does not work.

     

    Still no luck? Please email us on help@electrictobacconist.co.uk to let us know. So that we can help you as quickly as possible, please include the following information in your email:

    ● The discount code you are trying to use.
    ● The products you are trying to purchase
    ● If we emailed you a code, please forward this to us.


  • How do I apply a discount code to my order?
    How do I apply a discount code?

    After you have added the desired products to your shopping basket, scroll to the bottom of the basket page and you'll see a box where you can enter the discount code. Click apply and your order will be discounted accordingly.



    Some offers (e.g. 3 for £10 on selected e-liquids) register as a monetary amount discount and are applied in the checkout/basket page automatically. Any subtotal shown to you before this point will not include this discount.
  • 1. Is the battery charged?
    Depending on the product you bought, your e-cigarette may not come fully charged. The first thing to check is that your e-cigarette has had a good four hours of charge. 
     
    Note: do not leave batteries unattended while charging
  • 2. Is it turned on?
    Most button-activated e-cigarettes need to be turned on - this is the first thing to check if you think you have a fault.
     
    Most 2nd generation e-cigarettes feature a five-click function for turning the battery on and off. To turn your battery on press the button five times quickly (within two seconds). The battery button should blink three times and upon being held down it should light-up.
     
    To turn the battery off click the button five times quickly (within two seconds). The battery button should blink 3 times and when being pressed it should no longer light up.
     
    The on and off function should be used when the battery is being stored somewhere where the button could be accidentally pressed such as a pocket or purse.
  • 5. Have you checked the battery connection?
    If you've checked that your battery is fully charged and switched on and that the clearomizer isn't blocked, the next thing to check is the connection to the battery.
     
    Ensure that the battery terminal and end of your clearomizer are clean and free of any residue. Using a cotton bud or clean cloth is recommended.
     
    If you've cleaned it and still think there might be a connection issue, try loosening the connection slightly. Over-tightening an e-cigarette can often result in the battery and clearomizer failing to connect properly.
  • 6. When did you last change your clearomizer tank?
    If you are confident your battery is on and working, and that the clearomizer is clear of blockage and cleanly connected to the battery, then it could simply be that your clearomizer (or the coil within it) needs changing.
     
    Clearomizers last anything from 2-8 weeks but are very much consumable items. After a certain amount of use, the coil will burn out rendering it unusable (ie the e-cigarette will no longer produce any vapour since the coil will be unable to heat the liquid). After this time, you will need to buy a new coil (if your current clearomizer has a replaceable coil option), or a new clearomizer.
  • 7. The button keeps flashing
    It sounds like a short is occurring or the protection measure to prevent the battery from shorting is being activated. This can be caused by liquid on the thread or the clearomiser being on too tight.
     
    The first thing to do is wipe the threads of the battery and clearomizer, reassemble and then try again. If that doesn't work, try loosening the clearomizer a bit and see if it fires. You need only loosen it ever so slightly at first, then keep gradually loosening it until the light stays solid. 
     
    If you continue to experience the issue, please email help@electrictobacconist.co.uk and a member of the team will be able to assist further.
  • This is me: I want to try an e-cig which uses e-liquid
    People often move onto this type of e-cig once they have tried ones which look like traditional cigarettes first. The transition usually occurs when they realise they could get a longer battery life and more variety of flavours from the e-liquid models.
     
    Our range is called the "E-liquid Starter Kits" range (click here to be taken to it) and has everything from the entry-level kit, to more advanced products such as the Innokin iTaste CLK 16D Starter Kit which allows you to vary the heat at which your vapour is produced by adjusting the variable voltage dial.
     
    Advantages of the e-liquid e-cigarette kits are as follows:
     
    ● Thousands of liquid flavours. Our range is vast (and ever expanding), so you are not restricted to cartomizer flavours which tend to result in far less choice.
     
    ● Much less time spent charging your ecig: with e-cigs which look like cigarettes, the battery is very small (usually around 180mAh), but these e-liquid ecigs have batteries starting at 650mAh and rising to over 1100mAh, meaning you can sometimes get up to two days worth of vaping before you need to recharge (depending on use, naturally).
     
    ● More flavour, more vapour: e-liquid is known to produce more vapour and better flavour than a traditional cartomizer.
     
    ● Cheaper running costs: refilling with e-liquid is far cheaper than using cartomizers, and the upkeep of the ecig itself is minimal, in that you'll only need to change your clearomizer (chamber which houses the e-liquid) every two to four months or so, unless your clearomizer features a replaceable coil head in which case the clearomizer will last even longer, as you can swap it out with a fresh one when it burns out. Click here for our replacement coil head range.
     
     
     
  • This is me: It must have a soft 'filter' like a cigarette
    E-cigarettes of the early days were hard-ended, and although they looked like traditional cigarettes, you knew as soon as they went in your mouth that they were nothing like the real thing! Recent technology has allowed changes in this regard, meaning that ecig factories are now able to produce e-cigarettes with soft ends (filters) without risk of leakage, so that they now feel just like the real thing.
     
    The Electric Tobacconist has a range of such products. Most of them are in our 'disposables' range, but there is currently one rechargeable e-cigarette on the market which has a soft mouthpiece: it's called the Vype Reload.
     
  • Where do you deliver?

    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)

    Andorra

    Belgium

    Bosnia and Herzegovina

    Bulgaria

    Croatia

    Cyprus

    Czech Republic

    Denmark

    Estonia

    Finland

    France

    Gibraltar

    Germany

    Greece

    Hungary

    Iceland

    Italy

    Latvia

    Liechtenstein

    Lithuania

    Luxembourg

    Malta

    Monaco

    Montenegro

    Netherlands

    Norway

    Poland

    Portugal

    Republic Of Ireland

    Romania

    San Marino

    Serbia

    Slovakia

    Slovenia

    Spain

    Sweden

    Switzerland

    Vatican City State

  • Do you delivery to army bases abroad?

    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.

    For example...

    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)

    JOHN ADAMS
    UNIT 8400 BOX 0000
    DPO AE 09498-0048

  • Do you offer a next day delivery service?

    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. See below on where to find these options (click "show more options" to reveal the Saturday guaranteed option):


  • How Much Does Delivery Within UK Cost?
    ● UK Delivery of your e-cigarette order is free with all UK orders over £10.

    ● Orders under £10 will incur a £1.49 charge.

    ● UK orders over £49 are sent out via Royal Mail Signed For (free of charge to the customer).

    ● Next Day (guaranteed) Delivery - Royal Mail Special Delivery (Next Day by 1pm) - £5.99 (This service is unavailable in certain outlying areas.)

    ● Channel Islands, Northern Ireland, Highlands and Islands - Where possible we will despatch orders to offshore locations and the Highlands using Royal Mail 1st Class Post and Royal Mail Special Delivery Services, but please allow a little more time for them to arrive (please note, all of these areas are subject to the same delivery cost terms as our UK delivery terms, as one would expect!)

  • How Long Does Delivery Take?
    Our UK free delivery service will generally mean your order will arrive the next working day after you place the order, as all orders are sent out via Royal Mail First Class delivery (note Royal Mail does not deliver on a Sunday). Occasionally this method of delivery can take a little longer so please allow up to 7 working days before contacting our Customer Service team.

    If you paid for "Royal Mail Next Day Guaranteed" your order should arrive by 1pm the day after you receive your 'Order Despatched' email. If you ordered by 4pm on a weekday you should receive this email that same day and your order should arrive the next working day.

    If you paid for "Next Day Saturday Guaranteed", as long as you ordered by 4pm on the Friday it should arrive by 1pm the next day.
  • My Order Hasn't Arrived Yet

    UK Customers:

    If your order has not yet arrived..
     
    Please allow 7 days for your order to be delivered. If you contact us without allowing 7 days, there's nothing our team will be able to do by way of help.
     
    If you specifically paid for a Next Day Guaranteed service, please click here.
     
    If it's been 7 days since your order was despatched and it still hasn't arrived, please refer to the points below:
     
    If your order has still not arrived after 7 days of despatch..
     
    1. Please check the delivery address you were given on your confirmation of order email. This is the delivery address you will have given us, and it is the main cause of customers believing their orders have yet to arrive (ie the order has been sent to a different address to the one the customer was expecting).
     
    2. Please note we use discreetly packaged, usually white envelopes and boxes, so it may in fact have arrived without you having noticed it!
     
    3. If you've checked points 1 & 2 and 7 days have passed, click here to be taken to our contact form, let us know your order number and we will get the issue sorted as a matter of urgency. We despatch fast and after that it's in the hands of Royal Mail, but 7 days is too long for anyone to wait for their e-cigarette products.
     
    European Customers:

    If your order has still not arrived after 14 days of ordering..
     
    1. Please check the delivery address you were given on your confirmation of order email. This is the delivery address you will have given us, and it is the main cause of customers believing their orders have yet to arrive (ie the order has been sent to a different address to the one the customer was expecting).
     
    2. Please note we use discreetly packaged, usually white envelopes and boxes, so it may in fact have arrived without you having noticed it!
     
    3. If you've checked points 1 & 2 and 14 days have passed, click here to be taken to our contact form, let us know your order number and we will track it to see what has happened. We will get the issue sorted as a matter of urgency. We despatch fast and after that it's in the hands of Royal Mail and then your local postal service, but 14 days is too long for anyone to wait for their e-cigarette products.
  • What does the packaging look like?
    We send 90% of orders out in white, discreetly-packaged envelopes with just the "E" of our company logo in the bottom corner. There is no reference to the contents of our packages anywhere on the outside.

    Note: For some larger orders we use brown boxes (again, with the "E" of our company logo) in the bottom corner.

  • How do I know my order went through successfully?
    How do I know my order went through successfully?

    After you've placed your order, you will be taken to an "order confirmed" screen that will tell you your order has been received. You'll also receive an "order confirmation" email. This email contains your order number, order summary and your billing and delivery addresses. Please ensure you check your spam or junk folders if you do not receive this email.

  • Can I pay with Paypal?
    Yes. The Electric Tobacconist does accept payments through Paypal. However, please be sure to check your delivery address in the settings of your Paypal account before you proceed with your purchase of e-cigarettes from us.
  • How do I use my E-Wallet credit?
    To use the credit in your E-Wallet, simply checkout as if you were paying by card and you will be presented with the option to use your 'E-Wallet' balance. You must be logged in to your Electric Tobacconist account to use any credit. Unfortunately E-Wallet balances cannot be used in conjunction with PayPal at this time.
  • Are my card details safe?
    Security is a top priority at The Electric Tobacconist®. When you submit sensitive information via the website, your information is protected both online and offline. When our registration/order form asks you to enter sensitive information (like your credit card number), that information is processed by Sage Payment Solutions and is backed by 128 bit Secure Socket Layer (SSL) technology for reliable transaction encryption and fraud prevention.
  • Can I remove an order from my account?
    We're unable to delete orders from your account. Orders that are listed as "incomplete" will remain on your account, but rest assured no payment will be taken and nothing from the order will be despatched.
  • How do I sign up to stock email notifications?
    If you would like to be notified via email when a product comes back into stock, you can sign up to stock notifications on the product page where it says "Email me when back in stock" (select the desired nicotine level or colour first) and you will be sent an email when they come back into stock. This feature will not work on a mobile, however, so will need to be done on the desktop version of our site.
  • I'm having trouble checking out
    There are a number of reasons why you aren't able to check out when paying by card, we have found the most common reasons are missing/incorrect billing address information or using an out of date web browser.
     
    ● Make sure you check and then double-check all billing information entered. If you are in the Republic of Ireland and are having trouble checking out due to the lack of postcode, try using "0000" as the postcode.
     
     ● To get the best experience when using our site, we recommend using either Mozilla Firefox or Google Chrome. You can find the latest version of Firefox here and Chrome here.
     
     ● Another issue that can affect checking out (either with card or Paypal) is refreshing your browser while the order is going through, or pressing the 'back' button. Once you have clicked "Pay", do not press back or refresh your browser until you arrive at the "Order Confirmed" screen.
     
     ● Finally, your internet connection may be dropping during the ordering process, which will automatically cancel any payments that are in the process of going through. If your internet connection is showing signs of unreliability, reset your router or contact your internet service provider.
     
    If you're still having trouble checking out after updating your browser and checking your billing information, or are experiencing issues when using PayPal to pay, please contact our customer service team. Click here to be taken to our 'Contact Us' form.
  • How can I get in touch with the Customer Care Team?
    At The Electric Tobacconist® we aim to make your e-cigarette shopping as easy as possible, but for some queries you may need some help. This is why we have developed our Help Desk area.
     
    We hope that this section will provide you with the answers you are looking for but if you need to contact us, we offer a 5 day a week email support service (as well as a limited weekend support service for non-technical issues). If you want to get in touch with us, please click here to be taken to our contact page. We will let you know your query has been received and will respond with an answer as soon as we can.
     
    Online is what we do best at The Electric Tobacconist®, so we handle customer care enquiries mainly by email. We don't have a call centre, so we're not set up for a high volume of telephone calls - however, once we’ve received your enquiry we’re always happy to give you a call if we feel that’s the best way to resolve your query. Be sure to include as much information as possible in your email including your order numberso we can get back to you as soon as possible.
  • Hoxton Original Kit Instructions/Troubleshooting
    If you are experiencing difficulties with your Hoxton Original Kit, please check our starter kit check list, to see if you can resolve the problem (click here)
     
    Hoxton Original Kit FAQs:

    How do I turn it on?

    To turn the battery on click the button five times quickly (within two seconds). The battery button should blink 3 times and when being pressed it should light up

    How do I fill the clearomizer (tank)?

    The Hoxton Original E-Cigarette Kit has a 'bottom fill' clearomizer, meaning it needs to be filled from the base. Simply unscrew the base and pour your e-liquid carefully down the inside wall. Make sure no e-liquid goes down the centre pipe of the clearomizer or it will cause a blockage. We advise that you only fill your clearomizer to around 2/3rds of its capacity on your first go.

    What type of refill can I use to fill up my Hoxton Original Kit?

    You can use any one of our e-liquids range, but you cannot use cartomizers.
     
     
  • blu Pro Kit Instructions/Troubleshooting
    Basic Instructions for the blu Pro Kit:
     
    Within the pack of your new blu Pro Kit should be the following items:
     
    ● 1x Pro Battery (950mah)
    ● 1x Clearomiser (aka "tank")
    ● 1x 10ml E-Liquid bottle – Classic Tobacco 18mg
    ● 1x blu Safe Charge USB charging cable
     
    The first thing which needs doing is that you need to fill up your clearomiser with the e-liquid you get free with the pack (note: you can actually use any PG-based e-liquid in the blu Pro Kit - ie any e-liquid sold at The Electric Tobacconist).
     
    Filling the clearomiser:
     
    (Note - the new blu Pro Kit has a 'top fill' clearomizer, whereas the earlier model was a 'bottom fill'). Unscrew the mouthpiece from the rest of the clearomizer. Place the nozzle of the e-liquid bottle against the inside wall of the clearomizer. Squeeze it gently – coating the inside wall with e-liquid. Don’t fill past the triangle in the clear window. Screw the mouthpiece back onto the clearomizer and reattach to the top of the battery. 
     
    Priming the clearomiser:
     
    Before you start using your blu Pro Kit, you must 'prime' your clearomiser: without turning your battery on (do not push the button) take a couple of quick short puffs from your Pro Tank and then blow softly into the mouth piece. Doing this will produce no vapour but it will facilitate the soaking of the liquid into the wick.
    Turning the device on:
    Now all you need to to is turn it on and you're ready to go! Simply press the battery button five times in quick succession. The lights on the button and the battery tip will flash 3 times to show it’s switched on. 

    Vaping the device:
     
    Put the mouth-end in your mouth, press the battery button and inhale the vapour. 

    Re-charging:

    When the blue battery light starts flashing it's time to recharge the device. Simply unscrew the clearomiser (tank), and screw on your safe-charge USB cable onto the battery, plug it into your blu mains adaptor (sold separately) or USB port. (Note: ONLY use the charger supplied with the blu Pro Battery). The battery button and battery end LED will flash 3 times to indicate charging has begun. The button will then stay lit and the bottom LED will go blue.

    When fully charged, the button and bottom LEDs will flash about 20 times before turning off.

    Charging should take around 3 hours from the mains.

    NB: When charging, the USB light will blink red and turn blue when fully charged.
     

     
    Troubleshooting & FAQs about the blu Pro Kit:

    What type of refill can I use to fill up my blu Pro Kit?

    You can use any one of our e-liquids range, but you cannot use cartomizers.

    I have pressed the button and inhaled, but nothing is happening

    Have you remembered to switch it on? It's an easy mistake to make, but easily sorted. Simply press the blu battery button five times to switch it on and away you go. You can also press the button five times to turn it off if you don't want it to activate in your pocket while you're out and about.

    I have pressed the button (and as per the above, yes I have definitely switched it on)

    Make sure the button remains pressed while you inhale.

    I have definitely switched it on, I am keeping the button pressed while drawing on the ecig and still nothing happens

    Ok, it's possible some liquid has got into the central pipe of the clearomizer and is blocking the device

    See below...

    What do I do if I get liquid down the central pipe of my clearomizer?

    The central pipe is the very narrow tube which runs from the bottom of the top of your clearomiser. If you think it's possible you let some e-liquid get into this part of the clearomizer, try the following (it will do no harm if in fact no liquid is down there): Unscrew the clearomizer, place a tissue where the battery was and blow into the mouth piece two or three times. If there was any e-liquid in the centre pipe this should remove most of it. Now screw it back on and try it again.

    ...and if that doesn't work?

    It could be a connection issue between the clearomizer and the battery. Try wiping down the connections on both the battery and your blu  clearomiser with a cloth - sometimes if liquid has got onto these connections it can dry and form an invisible film which may be affecting the battery connection.

    My blu Pro Kit was working and has now stopped working, but the battery button still lights up and I have made sure there is a connection between clearomizer and battery as per the previous point.

    If the battery is still working, which it sounds like it is, then you may need a new clearomizer (the chamber which holds your e-liquid). These usually last between two to eight weeks.

    Click here to buy a new clearomizer for your blu Pro Kit

    My blu Pro Kit is starting to taste a bit burnt

    You may need a new clearomiser. Click here for more information on clearomizer lifespans and what to do when yours has reached the end of its life.

    How long does a blu Pro Kit battery last?

    blu Pro batteries generally last around 2-4 months with regular use and can be bought from our blu batteries page.

  • Vapestick Max Kit Instructions/Troubleshooting
    If you are experiencing difficulties with your Vapestick Max Kit, please check our starter kit check list, to see if you can resolve the problem (click here)

    General Vapestick Max Kit FAQs

    What type of refill can I use to fill up my Vapestick Max Kit?

    You can use any one of our e-liquids range, but you cannot use cartomizers.

    How do I fill up my Vapestick Max Kit Clearomizer?

    The Vapestick Max Kit has a 'top fill' clearomizer tank, so needs to be filled by unscrewing the black mouth-piece and filling down the side walls. Be careful not to pour any liquid into the centre pipe and do not fill up past the top of this pipe.

     

     
    Troubleshooting:

    My Vapestick Max Kit was working and has now stopped working, but the battery button still lights up

    If the battery is still working, which it sounds like it is, then you may need a new clearomizer:

    You can get new clearomizers for your Vapestick Max Kit here

    It is starting to taste a bit burnt

    Your clearomizer may have 'burnt out' (see above).
     
     
  • Vapouriz Fuse & Tank Kit Instructions/Troubleshooting
    If you are experiencing difficulties with your Vapouriz Fuse Kit, please check our starter kit check list, to see if you can resolve the problem (click here)

    General Vapouriz Fuse FAQs

    What type of refill can I use to fill up my Vapouriz Fuse?

    You can use any one of our e-liquids range, but you cannot use cartomizers.

    How do I fill up my Vapouriz Fuse Clearomizer?

    The Vapouriz Fuse has a 'bottom fill' clearomizer tank, so needs to be filled by turning the clearomizer upside down, unscrewing the base and filling down the side walls. Be careful not to pour any liquid into the centre pipe and do not fill up past the top of this pipe.

    The Vapouriz Tank is the same as above, but is filled from the top (by unscrewing the mouth piece) as opposed to the bottom.

    My Vapouriz Fuse Kit was working and has now stopped working, but the battery button still lights up

    If the battery is still working you'll need a new coil for your clearomizer (the chamber which holds your e-liquid). These usually last between two to eight weeks before they burn out and cease to work.

    We recommend you buy a new coil pack for your clearomizer - you can get them here.

    My Vapouriz Fuse Kit is starting to taste a bit burnt

    Your clearomizer may have 'burnt out' (see above)

    How do I assemble the Vapouriz Fuse?

    Click here to watch Vapouriz Tank Kit assembly video
     
     
  • Vapouriz Lumina Kit Instructions/Troubleshooting
    If you are experiencing difficulties with your Vapouriz Lumina Kit, please check our starter kit check list, to see if you can resolve the problem (click here)

    General Vapouriz Lumina FAQs

    What type of refill can I use to fill up my Vapouriz Lumina Kit?

    You can use any one of our e-liquids range, but you cannot use cartomizers.

    How do I fill up my Vapouriz Lumina Kit Clearomizer?

    The Vapouriz Evo and Lumina Kits have a 'top fill' clearomizer tank, so you need to unscrew the mouth piece and fill the clearomizer to around half full. Be careful not to pour any liquid into the centre pipe and do not fill up past the top of this pipe.

    My Vapouriz Lumina Kit was working and has now stopped working, but the battery button still lights up

    If the battery is still working, which it sounds like it is, then you may need a new clearomizer

    You can get new clearomizers for your Vapouriz Evo or Lumina Kit here

    My Vapouriz Limina Kit is starting to taste a bit burnt

    Your clearomizer may have 'burnt out' (see above)
     
     
  • VIP Photon Express Instructions/Troubleshooting
    If you are experiencing difficulties with your VIP Photon Kit, please check our starter kit check list, to see if you can resolve the problem (click here)

    General VIP Photon FAQs

    How do I turn it on?

    To turn the battery on click the button five times quickly (within two seconds). The battery button should blink 3 times and when being pressed it should light up.

    What type of refill can I use to fill up my VIP Photon Kit?

    You can use any one of our e-liquids range, but you cannot use cartomizers.

    My Photon E-Cigarette is starting to taste a bit burnt

    You may need a new clearomiser. Click here for more information on clearomizer lifespans and what to do when yours has reached the end of its life.

    What do the various colours mean on the battery button?

    Battery Status:
     
    ● Battery voltage ≤ 3.5V, Red Led light

    ● 3.5V < Battery voltage < 3.8V, Blue Led light

    ● Battery voltage ≥ 3.8V, White led light
     
    10 seconds cut-off

    The battery will shut down and the LED will flash 8 times after you hold the button more than 10 seconds

    Low voltage warning

    When the battery voltage drops below 3.2v, the battery will shut down and the Red LED light will flash 10 times

    Over-charge protection

    When the battery voltage reaches 4.15v, the White LED will flash 20 times and the device will stop charging

    Short Circuit protection

    When atomizer short circuit happens, the battery will shut down to avoid damage, the White, Blue and Red LED light will flash 3 times together

    USB Connection

    When the battery is connected to the USB charger, the LED flashes 3 times and starts charging.

    When the battery is removed from USB charger, the LED flashes 3 times which indicates it’s ready to use.
     
     
  • Vype ePen Instructions/Troubleshooting
    For optimal performance, your Vype ePen should be fully charged before first use.
     
    ● Open the device by detaching the ePen top from the ePen battery.

    ● Remove the silicone cover on the ePen cap before screwing it onto the ePen battery. Be careful not to over-tighten.

    ● Once the ePen cap is securely attached to the ePen battery, place the ePen top back over the ePen cap and push gently to secure.

    ● To switch on your ePen, click the double arrow button, or the single arrow button three times in quick succession.

    ● To begin vaping, press one of the two buttons and hold it down whilst inhaling.

    ● The device has two voltage settings: high and low. Use the double arrow button for more vapour and the single arrow button for less vapour.

    ● Pressing both buttons at the same time will not activate the battery and your ePen will not work.

    ● Vype ePen will only work with Vype ePen caps. No other type of refill will work.

    ● A Vype ePen mouthpiece is supplied so as to keep the mouthpiece from becoming unclean.

    ● When not in use, or when putting your ePen in your pocket or bag, it can be locked by clicking the double or single arrow three times in quick succession.
     

     
    Troubleshooting:

    Why is my Vype ePen gurgling?

    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.
     
     
  • Can I buy JUUL in the UK?

    The JUUL range is not currently available in the UK due to licensing issues and EU law. The closest product we have to the JUUL vaporizer is the Vype ePen.

    Although we sell the JUUL range in our US store, unfortunately we cannot ship it into Europe at this time. 

  • How long will a battery last before needing to recharge?
    The amount of time a battery will last between charges depends on it's capacity (mAh), as well as factors such as how often it's used, what type of clearomizer you have and what resistance (ohms) your coils are running at. Below is an approximation of how long you can expect your battery to last on average before it will need recharging.
     
    ● Small batteries (eg ones which resemble a traditional cigarette): 2-3 hours with constant use

    ● 650mAh = 6-8 hours of use (approx.)

    ● 800mAh = 9-11 hours of use (approx.)

    ● 1000mAh = 12-14 hours of use (approx.)

    ● 1300mAh = 15-16 hours of use (approx.)

     
     
  • No Vapour is being produced by my clearomizer
    The below is the most common remedy for leaking clearomizers or clearomizers which are not producing any vapour:
     
    If the battery appears to be working fine (ie if the button lights up as expected when pressed), then it is possible some liquid has gone down the central part of your clearomizer. If you think this could be the case, please try the following: unscrew the clearomizer, place a tissue where the battery was and blow into the mouth piece a couple of times. If there was any e-liquid in the centre pipe this should remove most of it. Now screw it back on and try it again.
     
    Please note: another issue which can cause a connection problem with the battery is the over-tightening of the battery with the clearomizer. If you try the above and it does not work, try loosening the connection between clearomizer and battery slightly.
  • Why is my clearomizer leaking?
    Clearomizers from The Electric Tobacconist® are generally very reliable, however under certain conditions a clearomizer may leak.
     
    For Example:
     
    ● (Most common Reason) If e-liquid has got down the central pipe of the clearomizer and has run through onto the battery. When filling your clearomizer, you must ensure that no e-liquid gets into the narrow 'breathing' tube that runs down the centre of your clearomizer. To avoid this happening, always tilt your clearomizer 45 degrees and aim to coat the inner wall with e-liquid (Think you might have got e-liquid down the central pipe? Click here for a remedy)

    ● If any rubber seal on the thread of a mouthpiece has been lost

    ● If placed in direct sunlight or in extreme heat eg on the dashboard of a car or near a fire

    ● If overfilled or incorrectly filled -If used excessively

    ● If screwed together incorrectly so that the threads are not aligned with those on the battery

    ● If the airflow (if your clearomizer has adjustable airflow) is closed, it will often draw too much e-liquid into the coil head which will then proceed to leak out of the airflow or up the centre pipe.
  • Why does my clearomizer/e-liquid taste burnt?
    This is sometimes the case straight after filling your clearomizer. To avoid this happening, let the clearomizer stand for a couple of minutes, or swill the e-liquid around the clearomizer to make sure it is absorbed by the wick before using.
     
    Another way to do this is to 'prime' the clearomizer by taking a few drags without holding the battery button. The suction created will force the e-liquid into the coil’s wicking area and will allow the wick to become saturated with e-liquid. Take around five drags without activating the battery, but do not exceed that amount. If you take more than five drags, you may flood your coil and you risk sucking e-liquid into your mouth.
  • How do I clean my clearomizer?
    In order to keep build-up general deposits to a minimum, it can be an idea to take apart all the components of your clearomizer and rinse them in warm water.
     
    Please allow several hours (overnight, for example) for the clearomizer to dry out after cleaning.
  • I can't unscrew the clearomizer!
    This can happen for a variety of reasons, but we recommend the following two ideas:
     
    1. Try wearing marigolds (rubber gloves) and then try unscrewing again. Yes, we are being serious!
     
    2. Try putting the unit in the freezer for 15 minutes, then take it out and try again.
  • What is the warranty on clearomizers?
    Clearomizers Warranty:
     
    Clearomizers are covered by a strict 7-Day warranty from the day of receipt as they are consumable oral products. Clearomizers which have been over tightened, dropped and crushed are not covered by this warranty.
  • My battery isn't holding a charge/will not charge
    If your battery no longer holds as much charge as it used to, or if it's no longer charging at all, then it's worth going through the below steps to see if this helps rectify the problem:
     
    1. Is the battery switched on?
    Most batteries switch on and off by pressing the fire button 5 times in quick succession (within 2 seconds). Sometimes you may find that you'll inadvertently switch it off when it's in your bag, pocket, etc.
     
    2. How old is your battery?
    If your battery is older than 2-3 months, then it may be time to purchase a new one; as with any battery, where it's charged and discharged regularly, this slowly degrades it to a point where it will no longer charge or last as long as it used to. This is typical of all batteries, and especially with e-cig batteries as these tend to be very high-drain as opposed to other Lithium Ion batteries found in mobile phones or laptops.
     
    3. Have you tried a different charger?
    It could be that your charger is no longer working as it should. If possible, see if you can charge your battery using a different charger and remember - most batteries take up to 4 hours to fully charge. Also take note on any lights that may or may not be illuminating on both the charger and the battery; most chargers illuminate with a red LED to indicate it's charging, and then switches to green to indicate charging has completed.
     
    4. Try charging using a different USB port or wall socket
    If you're charging with a computer's USB port, ensure the computer is switched on. Try a different USB port as well to see if that makes any difference. If you're using a wall adapter, try a different plug socket or adapter.
     
    Note: do not leave batteries unattended while charging
     
    If you believe your battery is faulty (and your product falls within the 60 day warranty period) please email us at help@electrictobacconist.co.uk and we can often diagnose and/or fix a problem remotely, or send a replacement if necessary.
     
     
  • My battery is fully charged, but the battery light keeps flashing
    It sounds like a short is occurring or the protection measure to prevent the battery from shorting is being activated. This can be caused by liquid on the thread or the clearomiser being on too tight.
     
    The first thing to do is wipe the threads of the battery and clearomizer, reassemble and then try again. If that doesn't work, try loosening the clearomizer a bit and see if it fires. You need only loosen it ever so slightly at first, then keep gradually loosening it until the light stays solid. 
     
    If you continue to experience the issue, please email help@electrictobacconist.co.uk and a member of the team will be able to assist further.
  • My e-cigarette battery button is stuck 'on'
    This is sometimes caused by e-liquid having somehow found its way down there, so give it a good clean with a cloth.
     
    If this doesn't work, you will probably need a new battery. Electric Tobacconist warranty covers you for 60 days from order date. Within this period we will replace the battery free of charge (at no cost to send back to us either)
     
    If you believe your battery is faulty (and your product falls within the 60 day warranty period) please email us at help@electrictobacconist.co.uk and we can often diagnose and/or fix a problem remotely, or send a replacement if necessary.
     

     

     
  • The display on my e-cigarette battery isn't working
    If the display on your e-cigarette battery stops working (ie the screen becomes scrambled or does not show anything), you will probably need a new battery. Electric Tobacconist warranty covers you for 60 days from order date. Within this period we will replace the battery free of charge (at no cost to send back to us either)
     
    If your battery is brand new it may just mean that you need to hold down the buttons for longer in order to activate the screen.
     
    If you believe your battery is faulty (and your product falls within the 60 day warranty period) please email us at help@electrictobacconist.co.uk and we can often diagnose and/or fix a problem remotely, or send a replacement if necessary.
     
  • My Batteries Don't Last As Long As They Used To
    1. Make Sure You Use Your Battery Regularly
     
    E-cigarette batteries like to be used regularly. It keeps them from going 'stale'. The more the are used, the easier power flows through the battery’s cells. The lithium-ion batteries used in our e-cigs are also used in mobile phones, which indicates that they are designed to be used every day.
     
    2. Be Careful with Where you Store your Battery
     
    You will be unsurprised to hear that dropping your e-cigarette battery will cause damage, or that exposing it to water will also cause harm, or kill in entirely. You should also know that exposure to direct sunlight can dramatically affect the lifespan of a battery. You should also avoid keeping your battery alongside anything in your pocket, so as to avoid unnecessary damage. 
     
    3. Never Fully Drain Your Battery
     
    Vapers like to keep a spare battery and rotate them as required. If you have a spare, make sure you don't completely drain the battery you are using before swapping it for your spare - doing this will definitely reduce the lifespan of your battery. Ideally, you should look to recharge batteries when you have used half the available power (which isn't necessarily practical, granted) but definitely when you begin to notice a reduced performance. 
     
    Batteries are a bit like lorries. If you make a lorry stop it will take longer to get back up to speed than if you merely make it slow down. Similarly, it’s much easier for a battery with some life left in it to be recharged than it is for one that’s completely dead.
     
    4. Don’t Store Drained or Half-Charged Batteries
     
    Ideally any charged battery should be fully (or over half) charged. Storing them with 50% or less charge will cause them to drain faster. Just as when you completely drain your battery before recharging it, your e-cigarette battery will have to work harder to deliver the power needed to use your device. This extra work required of it will shorten its lifespan.
     
    5. Disconnect Cartomizer from Battery When Not in Use
     
    If planning on not using your battery for a while, make sure you disconnect your battery from the cartomizer (cartridge) attached to it. When your cartomizer is connected to the battery, it will continue to drain a small amount of e-liquid from inside the cartomizer, even when not using it. This is why it's important to disconnect the two, so that fewer recharges are required of it. The fewer recharges you need, the longer the battery will last overall.
     
    6. Unscrew E-cig Battery When Finished Charging
     
    We recommend charging your battery for no more than four hours. After this time, it's important to disconnect the battery from the charger as soon as possible. Doing this will ensure you’re not overcharging the battery, which can overwork the device and reduce its lifespan. One exception is that if it's the first time you charge your battery, it's always a good idea to leave it charging just for an extra hour. 
     
    7. Keep Threads and Contacts on Cartomizer and Battery Clean
     
    Keep the contacts between the battery and your cartomizer clean. Over time, these connections can assemble any amount of dirt from your pocket etc and this can ruin an e-cig battery. Use a cotton bud or alcohol wipe to periodically wipe down the threads of both the battery and the cartomizer.
     
     
  • My brand new cartomizer appears to be empty/tastes off
    A lot of the time issues involving seemingly empty cartomizers are actually down to the battery. The amount of power a battery can deliver will diminish over time, and a dying battery will not be able to vapourise the liquid contained within the cartridge to the same level it did previously which may cause the cartomizer to seem empty, or taste odd.
     
    Due to minor differences between coils in cartridges, the battery may not be able to fire one cartomizer at all, but can fire another one just fine. It's always best to try the problematic cartomizers on a newer battery first to eliminate the possibility that it's the cartomizers causing the problem.
     
    It is recommended to change your batteries every 2-3 months, so if yours is older than this it may be time to purchase a new one.
     
    If you want to have a look at our replacement battery options, please click here
  • My cartomizer is leaking
    A leaking cartomizer does not instantly mean you have an old or "bad" cartridge; a number of factors including transportation, storage and changes in temperature can lead to a leaking cartomizer.
     
    Luckily there is an easy fix for this, simply hold the cartomizer upright (connector facing down) and roll it between your fingers for around 30 seconds. The e-liquid will now have re-absorbed into the cotton and you should now be able to use your e-cig without any leaks.
  • What nicotine strength should I choose?
    The strength of e-liquid you choose is mainly down to personal preference. If you've just quit smoking, then you may find the table below helpful when choosing what strength to buy:

    Traditional CigE-Liquid Nicotine (mg/ml)
    Very Strong45mg+
    Strong20-24mg
    Regular12-18mg
    Lights8-12mg
    Ultra-Light3-8mg
    Nicotine-Free0mg


    You could also choose based on how many cigarettes per day you used to smoke, although you'll likely find yourself reducing the strength gradually as you get used to being smoke-free:

    Cigarettes Per DayE-Liquid Nicotine (mg/ml)
    40+45mg+
    20-3020-24mg
    15-2012-18mg
    8-158-12mg
    1-83-8mg


    If you're using a Sub-Ohm kit or a Box Mod as opposed to a "pen-style", then we suggest reducing the amount of nicotine as these devices output a much greater amount of vapour - and therefore provide more nicotine per-puff. As a general rule, cut the amount of nicotine in half (e.g. if you're used to 12mg/ml, try 6mg/ml instead).

    Not sure about mg/ml or % strength? Click here for advice.
     
     
  • What's the difference between % and mg/ml nicotine strengths?
    The nicotine strength of an e-liquid may be displayed as either mg/ml (or just mg), or as a percentage. Mg/ml shows the amount of nicotine per millilitre of liquid, and a percentage figure shows the amount of nicotine as a percentage per total. These measurements are the same across e-liquids and cartomizer refills.
     
    For example:
     
    ● A 12mg e-liquid is the same as 1.2% - this would contain 12mg of nicotine per millilitre of liquid. 1.2% of the liquid is nicotine.

    ● A 3mg e-liquid is the same as 0.3%

    ● A 30mg e-liquid is the same as 3%
     
    Not sure which strength to choose? Click here for advice.
  • How should I store my e-liquid?
    First and most importantly - store your e-liquid away from children and pets.

    The safety cap must be kept on at all times when not using your e-liquid, too.

    In terms of keeping your e-liquid fresh, it's best to store it in a cool, dry (preferably quite dark) room. Make sure it has little to no exposure to direct sunlight, as this will affect its flavour in a negative way.

  • E-Liquid Certifications
    Apollo E-Liquid:

    Our Apollo e-liquid range is mixed and bottled in California, USA at the Apollo Future Technologies HQ.

    Jac Vapour E-Liquid:

    The Jac Vapour premium e-liquid range is made in the UK with pharmaceutical-grade nicotine. Jac Vapour is an ECITA registered company, so all e-liquids in its range are regularly independently quality tested at the request of this UK trade body.

    TABlites E-Liquid:

    All the ingredients in TABlites e-liquid are either pharmaceutical or food-grade. They are stringently quality controlled at the TABlites Headquarters (UK) and are regularly tested by independent parties at the request of ECITA (Electronic Cigarette Industry Trade Association).

    VIP E-Liquid:

    Along with TABlites, VIP is an ECITA registered company, so all e-liquids are regularly independently quality tested at the request of this UK trade body.

    Vapestick:

    All Vapestick e-liquid is made in the UK. Vapestick is an ECITA registered company, so all e-liquids are regularly independently quality tested at the request of this UK trade body.

    Vapourlites E-Liquid:

    All Vapourlites e-liquid is made in the UK with pharmaceutical-grade nicotine. Vapourlites is an ECITA registered company, so all e-liquids are regularly independently quality tested at the request of this UK trade body.

    Vapouriz:

    All Vapouriz e-liquid is made in the UK with pharmaceutical-grade nicotine.
     
     
  • How long does an e-liquid bottle last?
    Most of our e-liquids come in 10ml capacity bottles. A 10ml e-liquid bottle is supposed to translate as about a week's supply to a smoker who smokes around 15 cigarettes a day. E-liquid timespan, or the equivalent number of cigarettes an e-liquid bottle can offer greatly depends on the temperature at which your liquid is heated, as well as the brand of liquid you are using, but we estimate that as a rule of thumb, you should get around 1000 puffs from a 10ml bottle.
  • What is the shelf-life of e-liquid?
    E-liquid is generally accepted to have around a two-year sell-by date. This is if kept away from direct sunlight in a cool, dry place. During this time, your e-liquid may oxidise slightly, causing it to change colour, but this is not thought to affect the flavour within this two year period.
     
     
  • Warranty on clearomizers, cartomizers, disposable e-cigarettes & e-liquid
    Cartomizers, clearomizers, disposable e-cigarettes and e-liquid are consumable products and not covered by our regular warranty due to the consumable nature of these products, and for health and hygiene purposes.

    Clearomizers Warranty:

    Clearomizers are covered by a strict 7-Day warranty from the date of order as they are consumable oral products. Clearomizers which have been over tightened, dropped and crushed are not covered by this warranty.

    Disposable E-Cigarette Warranty:

    Disposable units are covered by a 7-day (from order date) dead-on-arrival warranty as they are consumable oral products. Please note: Our puff counts are merely estimates supplied by the manufacturer. We cannot offer refunds on disposable e-cigarettes failing to meet these estimated number of puffs.

    Cartomizers Warranty:

    Cartomizers sold by The Electric Tobacconist are orally consumable items and are not covered by a warranty. However, if deemed to be faulty we may replace them at our discretion if contacted within 7 days of order date. Please note: the majority of seemingly faulty cartomizers are in fact related to the battery not being powerful enough to heat the liquid inside the cartomizer (ie the battery has lost power overtime and probably needs replacing). This in-turn gives the impression that the cartomizer is empty. It can also create an 'undercooked' vapour flavour which may be very different from what you are used to.

    Most brands recommend you change your battery every 2-3 months. If you think you may need a new battery, you can find them here.

    Before sending anything back to us, please read here for our Returns Conditions 
     
     
  • Warranty on hardware (batteries/starter kits/mods)
    Experiencing problems with your battery? Click here for troubleshooting

    Please note, e-cigarette kits are made up of various parts, some of which are covered by longer warranties than others due to the consumable nature of some (including, but not limited to batteries & clearomizers).

    ● E-Cig Battery Warranty:

    Our warranty on batteries is 60 days from order date. However, problems with E-liquid Starter Kits are often not connected to a battery fault. Click here for our troubleshooting page.

    ● Accidental Damage Battery Warranty Exclusion:

    Your warranty will not cover you for accidental damage. This includes any damage to the battery in general from it being dropped or knocked against anything. Also, general wear and tear is not covered, so if you keep the battery or kit in your pocket or bag with keys or change, you may want to consider getting a case or cover for extra protection.

    If you believe your battery is faulty (and your product falls within the 60 day warranty period) please email us at help@electrictobacconist.co.uk and we can often diagnose and/or fix a problem remotely, or send a replacement if necessary.

    If there turns out to be an unfixable manufacturing fault with the battery, we'll just send you a new one (please note, in most cases we will require you to return the faulty one) or offer a full refund if you prefer. Please note: This warranty is void if the unit has become damaged due to accidental damage as detailed above and if the unit has been tampered with in any way. If a fault cannot be found or your battery is returned outside of its warranty period, an administration and delivery fee may apply when sending it back to you.

    ● E-Cig Charger Warranty:

    Any faults with chargers are covered by our 12 month warranty period, starting from the date of order. Email us at help@electrictobacconist.co.uk and we'll send out our freepost returns address for you to return the item. We'll then send out a replacement (or offer a full refund, if you prefer)

    ● Clearomizer Warranty:

    Clearomizers are covered by a strict 7-Day warranty from the day of receipt as they are consumable oral products. Clearomizers which have been over tightened, dropped and crushed are not covered by this warranty.

    ● Disposable E-Cigarette Warranty:

    Disposable units are covered by a 7-day (from order date) dead-on-arrival warranty as they are consumable oral products. Please note: Our puff counts are merely estimates supplied by the manufacturer. We cannot offer refunds on disposable e-cigarettes failing to meet these estimated number of puffs.

    ● Box Mod Warranty:

    Warranties on Box Mods differ depending on what type of product you have purchased:
     
    ● Box Mods that take external batteries are covered for 6 months from the date of purchase. Accidental damage or damage caused by general wear and tear are not covered. Your warranty is also void if the unit has been tampered with in any way.

    ● Box Mods that have an internal battery are covered for 60 days from the date of purchase. Accidental damage or damage caused by general wear and tear are not covered. Your warranty is also void if the unit has been tampered with in any way.

    ● Box Mods by the brand Innokin are covered for 90 days from the date of purchase. Accidental damage or damage caused by general wear and tear are not covered. Your warranty is also void if the unit has been tampered with in any way.
     
    Before sending anything back to us, please read here for our Returns Conditions
     
     
  • Batteries Lifespan
    All e-cigarette batteries are consumable and have an approximate lifespan is around 2-3 months subject to user care. If your battery is more than a couple of months old it may need replacing.

    However, before looking into buying a replacement, you can try the following:

    Check that the threads of the battery and USB charger are clean. Fluff or a build-up of dirt on the threads will prevent a proper connection and may also damage battery cells. You should regularly clean the battery thread by wiping it with a tissue.

    If an e-cigarette battery is stored in a fully discharged state it will often fail to recharge. Storing or placing an e-cig battery next to magnetised objects such as keys or sat navs, e-readers and mobile phones may damage the battery cells. If the battery fails to charge, you will need to order a spare battery.
  • I want to return an item
    Returning Non-Faulty Items:

    Changed your mind? If you placed the order within the last 30 days it's no problem, just email us at help@electrictobacconist.co.uk and we will send you returns instructions (but please read the terms below before doing so)

    ● Product returns are free of charge providing the goods you wish to return remain unopened and in their original packaging. Returns that have been opened will not be refunded.
     
    ○ Unfortunately we cannot accept undamaged returns if the packaging has been opened (by this, we mean the inner packaging, not the envelope it was shipped in).
     
    ● If you placed your order more than 30 days ago, we cannot accept returns, but email us and depending on the circumstances we may be able to offer a replacement as opposed to a refund: help@electrictobacconist.co.uk

    Returning Faulty Items:

    Got a fault with an item? We'll get it sorted quickly, but please click here first
     
     
  • I ordered the wrong item
    If you decide you do not want the item you have ordered and you have not opened the packaging (ie the product packaging, it's no problem if you have opened the envelope it came in!) we'll be happy to exchange. Please click here to be taken to our contact form, let us know and tell us if you'd like an alternative item (to the same or less value), or a refund. We will then respond with our returns address. Easy.

    Please note, cooling off period is 30 days, so we cannot accept returns after 30 days of the order date.
  • Items broken on arrival
    We take extra care when packing and packaging orders, so this is rare, but it can happen. If it does, email us at help@electrictobacconist.co.uk stating the item(s) that are damaged and we'll get it sorted as a matter of urgency. We have a freepost returns address which you may be required to send us back any faulty goods, but in many cases we'll just send out replacements so that you don't have to wait. 

     

  • Missing items in my delivery
    We double check all orders at our warehouse before they go out, so this is rare, but it can happen. If it does, email us at help@electrictobacconist.co.uk stating the item(s) that are missing from your delivery and we'll get it sorted as a matter of urgency.
  • Are e-cigarettes safe?
    Are E-cigarettes safe?

    At The Electric Tobacconist® we want to offer smokers an alternative. So a more appropriate question should be: Are electronic cigarettes safer than traditional cigarettes?

    Well, we are not scientists or field experts, so we'll pass you over to some people who are, in order to answer that question:

    ● "The current best estimate is that e-cigarettes are around 95% less harmful than smoking" - Public Health England

    ● "The electronic cigarette is up to 1,400 times safer than the leading brand of cigarettes" - Prof. Michael Siegel, MD, Boston University

    ● "If all the smokers in Britain stopped smoking cigarettes and started smoking e-cigarettes we would save 5 million deaths in people who are alive today. It's a massive potential public health prize." - Prof John Britton, Chair, Tobacco Advisory Group, Royal College of Physicians

    ● "E-cigarettes are cigarette substitutes. If they can take nicotine market share from cigarettes, and that is the big question, they will improve smoker and population health." - Dr. Murray Laugesen 2009-04-30, Health New Zealand, RuyanR E-cigarette Bench-top tests, Poster 5-11, Society for Research on Nicotine and Tobacco (SRNT) Dublin

    Quotes source: World Vaping Day Website
  • How do E-cigarettes work?
    E-cigarettes are battery-powered and contain varying levels of liquid nicotine (The Electric Tobacconist® stocks levels from very high, to very low and even zero nicotine). As you inhale on the e-cigarette (often at the same time as pressing an activation button), the nicotine is drawn into an atomizing chamber, where it is heated and turned into a vapour. The vapour is inhaled in the same way smoke would be inhaled with a traditional cigarette.
  • Will an e-cigarette help me quit smoking?
    Yes and no. An e-cigarette contains nicotine, so it will not cure your nicotine addiction. However, you are able to regulate and control your nicotine levels with electronic cigarettes, so many people gradually reduce their nicotine intake by choosing weaker strengths, and this can be effective since the lowest level of nicotine is 0% (ie zero nicotine). This, combined with the fact that e-cigarettes will enable you to break certain cycles associated with smoking (eg having to go to the same spot outside your office to puff away every break time), mean that there is a good chance you will be able to move away from smoking altogether. Note: this is only an opinion from The Electric Tobacconist®. It is not scientifically proven.
  • Where's a good place to start with ecigs?
    You have two options: you can either try a disposable e-cigarette to see what you think (these are ready-assembled and ready to vape), or you can buy a starter kit, which is more cost effective.

    If you buy a disposable e-cigarette, after it has run out you will either need to buy another, or you can move onto a starter kit.

    If you buy an e-cigarette starter kit first time, you then only need to buy refills (cartomizers or e-liquid) until your starter kit battery runs out – the length of time the initial battery lasts depends on the brand, but as a rule of thumb it’s around 2-3 months.
  • What nicotine strength should I choose?
    The nicotine strength you choose is mainly down to personal preference. If you've just quit smoking, then you may find the table below helpful when choosing what strength to buy. This applies to e-liquid, cartomizers (cigarette-style kits) and disposables:

     Traditional Cig  Nicotine Strength (mg/ml) 
    Very Strong45mg+
    Strong20-24mg
    Regular12-18mg
    Lights8-12mg
    Ultra-Light3-8mg
    Nicotine-Free0mg


    You could also choose based on how many cigarettes per day you used to smoke, although you'll likely find yourself reducing the strength gradually as you get used to being smoke-free:

     Cigarettes Per Day  Nicotine Strenth (mg/ml) 
    40+45mg+
    20-3020-24mg
    15-2012-18mg
    8-158-12mg
    1-83-8mg


    If you're using a Sub-Ohm kit or a Box Mod as opposed to a "pen-style" e-liquid kit, cartomizers or disposables, then we suggest reducing the amount of nicotine as these devices output a much greater amount of vapour - and therefore provide more nicotine per-puff. As a general rule, cut the amount of nicotine in half (e.g. if you're used to 12mg/ml, try 6mg/ml instead). This only applies to e-liquid.

    Not sure about mg/ml or % strength? Click here for advice.

  • What's the difference between % and mg/ml nicotine strengths?
    The nicotine strength of a product may be displayed as either mg/ml (or just mg), or as a percentage. Mg/ml shows the amount of nicotine per millilitre of liquid, and a percentage figure shows the amount of nicotine as a percentage per total. These measurements are the same across e-liquidscartomizer refills and disposables.

    For example: 

    ● A 12mg e-liquid is the same as 1.2% - this would contain 12mg of nicotine per millilitre of liquid. 1.2% of the liquid is nicotine. 
    ● A 18mg mg disposable e-cig is the same as 1.8% 
    ● A 30mg cartomizer is the same as 3%


    Not sure which strength to choose? Click here for advice.
  • Threading types - what are the differences?
    When purchasing a battery or clearomizer, it's always a good idea to know what threading type it has. This will help avoid disappointment if some of your current hardware turns out to be incompatible. Click here to be taken to a graphic which illustrates the differences between two of the most common threading types.
  • Besides health, what are the other benefits to ecigs?
    ● They are up to 80% cheaper than buying cigarettes.

    ● You can use them anywhere (especially those with non-red tips which are less likely to be confused with traditional cigarettes).

    ● You won’t smell of tobacco (Note: if you like smelling of tobacco, this isn’t a benefit!)

    ● They don’t turn your fingers yellow.

    ● You can buy them online. Unlike cigarettes, it's usually cheaper to buy e-cigarettes via the internet, so shop away!


  • How do you calculate cigarette equivalents?
    Cigarette equivalents is our way of helping the former smoker calculate how many equivalents of cigarettes they will get for their money. At the time of writing, these estimates are all guided by the manufacturers of each brand, and these, on the whole are based on one traditional cigarette lasting 10 puffs (aka drags or draws).

    If an e-cigarette starter pack says it contains up to the equivalent of 200 traditional cigarettes (or words to that effect), then what it usually means is that you can get an average of 2000 puffs from the kit.


  • How does it work?
    Lucky Cycle is a fun and interactive game designed to help you win back your money once you have been through the checkout. It really is as simple as that!

    The idea is that we will refund your basket if it contains a certain item included in the promotion. This item may or may not change depending on the promotion.

    For full details of how it works and on which items we are running the promotion, click here.

  • What happens if I win?
    If you played the Lucky Cycle game and you won, you will be sent an email (direct from Lucky Cycle) asking you to put in your bank account number and sort code for them to process the refund.

    Please note, all refunds will be processed after 60 days as this covers the period of our Returns Policy.
  • I have received an email telling me I have won. Can I verify this with you?
    Of course! If you've received an email about a winning spin of the Lucky Cycle wheel and you would like to verify it, we have a log of all winners and will happily verify it for you.

    Just email us on help@electrictobacconist.co.uk
    with the subject title "Lucky Cycle" and your order number and we will confirm your win. This is of course optional though, winners will be automatically refunded once they have put their account number and sort code into the secure link in the email.
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