Frequently Asked Questions

Below we have managed to answer some of the most frequently asked questions buy our customers

If you still have any unanswered questions, You can call in to our offices or send us a message with an outline of what you’re looking for, we’ll be happy to help you toward the perfect set up for you! Contact us

Shipping Information FAQ

If you are in the UK your order will be shipped Royal Mail First class as standard and does not come with tracking. All packages shipped via Royal Mail now come with a confirmation code when the items have been successfully delivered.

If the value of your order is over £50 it will be shipped via the Royal Mail Tracked 24 service and can be tracked via your personal account area. We will also email you a shipping notification with the tracking code. If you would like your order shipped with tracking you can upgrade for £1.99 to our Royal Mail 24hr service when your order is below £50.

Please select this option in the checkout area of the website. For orders from outside the UK, they will be sent tracked and require a signature upon delivery.

 

UK Delivery is normally 1-2 working days

Mainland Europe 3-7 working days

Rest of the world 5-14 days

All orders are dispatched same day when placed before 4pm, Monday to Friday. Orders placed on a weekend (Saturday – Sunday) will be processed the following Monday.

Bank Holidays are the only exception, if an order is placed on a public holiday they will be processed the next working day.

You will receive an invoice via email once you have purchased at checkout and the funds have cleared. Shipping confirmations will be sent out once the payment process has complete. Don’t worry if you have not got a shipping notification via email it means your order has not yet been dispatched. If you have any questions regarding the status of your order please contact a team member.

Yes we do, guaranteed next day shipping is £5.99 or FREE on orders over £100. To ensure your order is qualifies for next day shipping they must be placed before 4pm Monday – Thursday. Guaranteed next day delivery orders placed after 12pm on a Thursday or on a Friday will be processed the following Monday.

For Saturday delivery you will need to select the Saturday Special Delivery option if placing an order on a Friday. The cut off time for Saturday guaranteed delivery is also 4pm Friday.

We accept debit and credit card payments through Paypal or on our own site using Sagepay. Both are secure and trusted payment methods. We never see and do not save your details, so you can shop safely and securely.

We accept all major credit cards including Visa, Mastercard, American Express and also Paypal.

How we collect and use personal information is regulated by the General Data Protection Regulation (“GDPR”). We are required by law to keep any information we take confidential. The payment processors we use (Sagepay and Paypal) are also bound by GDPR laws and have their own stringent security requirements too.

To read our privacy policy please click here.

There are a number of reasons why you might be having trouble completing your purchase. The most common problems are around your billing/card information being incorrectly entered.

  1. Make sure the billing information is correct to the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address however if the billing address does not match the order is likely to be rejected.
  2. Please ensure the card details have been entered correctly and that the all details including the CV2 (the 3 digits on the back of your card
    or 4 digits on the front if using Amex) are correct.
  3. Finally check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.

If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.

If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem.

Product Information FAQ

 

An e-cigarette is an electronic tobacco smoking substitute that creates a vapour mist to replicate the experience of smoking a cigarette. There are many types available for those first starting out, on a budget, or looking to splash out.

 

Regular cigarette smoke contains over 4,000 chemicals, including 43 carcinogenic compounds and 400 other toxins. These include nicotine, tar, carbon monoxide, as well as formaldehyde, ammonia, hydrogen cyanide, arsenic and DDT.

E-cigarettes are non-combustible and, therefore, contain no ash, smoke, tar, or carcinogens. They also do not smell like regular cigarettes (hurrah!) and are widely considered to pose no cause for concern to bystanders.

Coils will need replacing periodically; the length of time between changes depends on a number of factors. The amount of device use, power settings, chosen e-liquid, and other variables, all affect the lifespan of the coil. Generally you would want to replace your coil as and when you encounter a burnt or poor taste from your atomiser.

There are many types of atomiser available in the vaping world today. They sit on top of an e-cigarette battery and use heat to vaporise e-liquid. They can be self-contained and disposable, use replaceable coils, or be rebuildable for experienced vapers who want full control over their vaping experience.

These are the heart of your vaping device. Generally, with a manufactured coil (previously known as wicks), you’ll see a small wire wrapped around cotton. The cotton is soaked in e-liquid and, when the wire is heated by the battery, it turns the e-liquid into vapour.

The resistance of a coil is defined in ohms, which tells you how much current the coil will allow to pass through it. The lower the resistance, the more heat will be generated meaning that you will produce more vapour and experience a more intense flavour from your vape juice. The downside is that you will go through more e-liquid and your battery life will be reduced.

E-liquid can also be known as e-juice, vape liquid, vape juice or coil sauce and is the liquid that you drip into your vaping device which is heated by the coil to create vapour. It consists of just four ingredients: propylene glycol (PG), vegetable glycerine (VG), flavouring and nicotine. The VG and PG are additives from the food industry that are typically used to sweeten or preserve food (more on this below).

Ultimately, the blend you choose will be a very personal thing so it’s a good idea to experiment with a few different brands to find the perfect vape juice for you.

You may prefer more PG for the throat hit or more VG for increased vapour production and intense flavour. You may favour a particular flavour group (tobacco, menthol, fruits, vanilla, caramel, mixed berries – the choice is endless). You may decide to vape a liquid with high, medium, or no nicotine at all.

You may have heard this expression within the vaping community. If you have seen a fellow vaper producing massive clouds, the chances are they are sub ohming. Go back just a couple of years and sub ohm vaping was reserved for those who built their own coils and modified their batteries. Nowadays, sub ohm tanks, pre-built coils and capable batteries are commonly available off the shelf.

There are two key ways to increase the amount of vapour you get out of your coil. The first is to increase the power of your battery in order to increase the heat; but there are limitations on the amount of power you can put through the coil before it stops creating more vapour and just gets really really hot. This will burn your coil which does not taste good!

A sub ohm coil has a resistance of less than 1 ohm; it combines a thicker wire with a higher airflow so you can use more power before you start creating excessive heat. The thicker wire increases the surface area which is in contact with the cotton (wick) which means more e-liquid is vapourised, and bigger clouds are produced.

Orders & Returns FAQ

All completed orders are held in your account area. You will also receive an email notification from us confirming your order has successfully received. The account area will also hold all previous orders.

Please contact us immediately via the contact us page if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged we may not be able to help.

If you have successfully completed your order you will see an ‘Order Confirmed’ screen with your order reference number. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.

If you believe you placed an order but it isn’t appearing in you account please contact a member of the team who will be happy to help.

If you would like to cancel an order we will need to be notified as quickly as possible that you no longer want the items. We ship all orders the same day when placed before 4.00pm, if we are contacted after this time we cannot always cancel the order before it has been dispatched.

Please contact us via Live Chat, Telephone or email, complete with your order number and we will do our best to cancel the order.

If your order has already been dispatched, you can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. You have 30 days in which to do this.

If your order arrived incomplete or there was a mistake please contact our customer services team via the contact us page quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency and we will endeavour to resolve the issue.

All products except e Liquids can be returned to us within 28 days of purchase providing the item is still in original and unused condition. Atomizers and Cartomizers have a dead on arrival warranty, please let us know within 30 days of receipt if your item is damaged or faulty and we will replace it or refund where possible.