FAQ

Orders and delivery

We have same day dispatch from orders before 3 pm for next day delivery. Please note it may come the following day if there are problems with mailing service. Besides, you can track the status of your order through the link sent to you in your confirmation email.
You can make changes to an order only if it has a pending status, meaning we are still processing it. You can do so by emailing [email protected] and a member of our customer service team will be more than happy to help.
You can make changes – including cancelling your order, only if your order has a pending status, meaning we are still processing it. You can do so by viewing you order history into your account and select the order you want to change or cancel. Alternatively, you can email us on [email protected].
In the rare event of receiving an incomplete order, we advise you contact us via email quoting your order number, and we will do our best to dispatch your missing products as soon as possible. Any delivery fees will be supported by us.
To rectify any issues upon receiving a wrong order, we advise you contact us via email quoting your order number, and we will be more than happy to help.
Firstly, check that your order has gone through by logging into your account. Secondly, be sure to check in your junk/spam email.  If you don’t have any luck with either of those feel free to email us and we will get to the bottom of the issue
To rectify any issues regarding your personal details/address, please email as soon as possible.

Returns and refunds

Please be aware we can only accept returns if the packaging has not been opened.
Before you return your parcel send us an email on [email protected] with a brief explanation for your return. You will be required to return your parcel to us, by using a safe and reliable delivery service. We ask that your parcel should include all the documents relevant to your order.
From the moment your returned parcel is received by us, please allow up to 5 working days for your refund to be fully processed.
Yes, you can ask us to refund any amount into your online account. Your account will be credited with your refund amount and you can you can use it to place a new order.

In the unfortunate case of receiving a defect product, we advise you do not use it and let us know as soon as possible and we will make sure we resolve any issues.

Technical questions

We ensure that all our batterie are of good standard and safe. The average battery life is around 450 cycles of charging.
This is different for each user. It varies from 7 to 30 days. It all depends on how much is used.
The most important thing you can do to increase the usage of one coil is to ensure you are carefully following any instructions attached to it. The coil’s life will also depend on the number of puffs performed daily. You should always ensure you are refilling your device with good quality e-liquids as this is necessary for maintaining the coil in good condition between usages.  Also, you can find the recommended wattage/temperature to use each coil at in the leaflet of the coil and in some cases on the coil itself too.
A coil generally needs replacing when the quantity of vapour inhaled is too low, or when the vapour inhaled has a strong burnt taste/smell. At this point immediately change coil before vaping again.
Your recommended coil will be given in your leaflet of your device. If you are unsure feel free to email us.
One of the reasons could be the low density of your e-liquid (PG is higher than the VG), or your device might be overfilled.
One 10 ml bottle could generally last the average vaper around 7 to 14 days. Again, this varies for each individual.
Normally a device will heat up due to various reasons: extensive usage, incorrect charging of the device, the wattage is too high for the coil in place, or extremely high resistance of the coil.
Yes, but it is advisable to use the original charger of your device in order to extend its durability and protect your device from potential damage.
A device which goes to up to 4.2V could generally be fully charged within 3 hours.