Question 1

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express) through our secure payment provider, Trust Payments. All transactions are processed in GBP.

Question 2

Can I change or cancel my order?

Accepted Answer

If your order has not yet been dispatched, please contact us as soon as possible and we will do our best to accommodate changes. Once an order has been shipped, it cannot be cancelled but you may return it under our returns policy.

Question 3

Is my payment information secure?

Accepted Answer

Absolutely. Payment is handled entirely by Trust Payments, a PCI DSS Level 1 certified provider. We never see or store your full card details.

Question 4

How much does delivery cost?

Accepted Answer

Delivery costs depend on the service selected at checkout. We offer standard and tracked options via Royal Mail. Free delivery may be available on orders over a certain value — check the checkout page for current thresholds.

Question 5

How long does delivery take?

Accepted Answer

Standard delivery typically takes 2–3 working days. Tracked and next-day options are also available. Delivery times are estimates and are not guaranteed by Royal Mail.

Question 6

Do you deliver outside the UK?

Accepted Answer

Currently we only deliver within the United Kingdom. We hope to expand to international delivery in the future.

Question 7

Why does someone need to sign for my delivery?

Accepted Answer

All our products are age-restricted. By law, deliveries must be accepted by someone aged 18 or over with valid photo ID if requested by the courier.

Question 8

How does Click & Collect work?

Accepted Answer

Place your order online, select Click & Collect at checkout, and we will notify you when your order is ready to collect from our Wolverhampton store at 39 Birmingham New Road. You will need to bring photo ID proving you are 18 or over.

Question 9

How long do I have to collect my order?

Accepted Answer

Orders must be collected within 7 days of the ready notification. Uncollected orders after 7 days will be cancelled and refunded minus any applicable fees.

Question 10

What is your returns policy?

Accepted Answer

You have 14 days from delivery to notify us if you wish to return an item. Products must be unused, sealed, and in their original packaging. Due to hygiene regulations, we cannot accept returns on opened e-liquids, coils, or pods.

Question 11

How do I return a faulty product?

Accepted Answer

Contact us with your order number and a description of the fault. We will arrange a replacement or full refund including return postage costs.

Question 12

How long do refunds take?

Accepted Answer

Refunds are processed within 14 days of receiving the returned item. The refund will be issued to the original payment method and may take a few additional days to appear on your statement.

Question 13

How does the loyalty programme work?

Accepted Answer

Earn points on every qualifying purchase, both online and in store. Points can be redeemed for discounts on future orders. Your loyalty tier (Bronze, Silver, Gold, Platinum) determines the rate at which you earn points.

Question 14

How do I check my loyalty points?

Accepted Answer

Log in to your account and visit the Loyalty page to see your current points balance, tier status, and transaction history. You can also scan your QR code in store.

Question 15

Can I use my loyalty points online and in store?

Accepted Answer

Yes! Your loyalty account works across both our website and our Wolverhampton store. Points earned in store can be redeemed online and vice versa.

Question 16

Are your products genuine?

Accepted Answer

Yes. We only stock authentic products sourced directly from manufacturers and authorised UK distributors. All nicotine-containing products comply with UK TRPR regulations.

Question 17

What nicotine strengths are available?

Accepted Answer

Under UK regulations, nicotine-containing e-liquids are available in strengths up to 20mg/ml in bottles up to 10ml. Shortfill e-liquids (nicotine-free, larger bottles) are also available for mixing.

Question 18

Do I need to be 18 to buy from you?

Accepted Answer

Yes. It is illegal to sell nicotine products to anyone under 18 in the UK. We verify age at multiple stages including website entry, checkout, and delivery. See our Age Verification Policy for full details.

Frequently Asked Questions

🛒 Ordering & Payment

🚚 Delivery

🏬 Click & Collect

↩️ Returns & Refunds

⭐ Account & Loyalty

🔒 Products & Safety

Still have a question?