Need help with your order or products? We’re here for you.

Order status & changes

Track recent orders, correct delivery details, or ask about a confirmation you didn’t receive.

• “Where is my order?”
• Change address or phone number
• Cancel an order (before dispatch)

Product questions & issues

Get help choosing a device, understanding flavours, or solving issues like leaks or misfires.

• Flavor or strength questions
• Device not working as expected
• Guidance on compatible pods & cartridges

Returns, safety & policies

Clarify how returns work, what our age policy is, or how we handle privacy and data.

• Return & exchange rules
• Age & safety information
• Privacy & payment security

“Where is my order?”

If your order feels delayed, first check any tracking link sent by SMS, email or your account dashboard. Courier updates can sometimes appear with a short delay.

• If the tracking link is not updating for over 48 hours, contact us.
• Share your order number and the last status you can see.
• We’ll contact the courier where needed and update you with the latest info.

Fixing order details

We understand mistakes can happen—wrong flavour, wrong phone number, or a change of mind.

• Contact us as soon as possible with your order number.
• If the order has not yet been dispatched, we’ll try to adjust it.
• After dispatch, changes may not be possible and our return policy will apply.

When your order arrives with a problem

If you receive a damaged item, a wrong flavour, or something seems missing:

• Take clear photos of the outer packaging and the products inside.
• Contact us within a short timeframe after delivery (for example within 24–48 hours).
• Do not throw away packaging until our team confirms next steps.

We’ll check the case and guide you on replacements or other available solutions, based on our Return & Exchange Policy.

Receiving COD orders smoothly

• Keep your phone turned on and reachable for courier calls.
• Have the correct amount ready to pay when the package arrives.
• If you miss a delivery attempt, contact the courier or our team quickly.

Repeatedly refusing COD orders may limit future ability to order with Cash on Delivery.

Help picking flavours & devices

Our team can’t make health decisions for you, but we can explain flavour profiles, general device differences and which cartridges are compatible with which devices.

• Tell us which brand/device you currently use.
• Mention the type of flavours you usually like (fruity, minty, dessert, etc.).
• Share whether you prefer a cooler or warmer feel and a strong or smooth draw.

Simple checks you can try first

• Make sure any protective sticker or rubber piece is removed before use.
• If the draw is weak, try a few gentle puffs instead of very strong pulls.
• A burnt taste usually means the pod is near the end of its life — replace it.
• If a pod leaks heavily or the device feels very hot, stop using it and contact us with photos.

Never attempt to open sealed pods or repair batteries yourself.

Fair, transparent & respectful

• We review each case carefully based on the information provided.
• We try to offer clear explanations, not just short replies.
• If we make a mistake, we work to correct it as quickly as possible.
• When policies limit what we can do, we’ll explain those limits honestly.

Working together for quick solutions

• Share accurate information and photos so we can understand the situation.
• Keep communication respectful — we’re on your side and want to help.
• Allow a reasonable time for investigations with couriers or suppliers.
• Use products responsibly and follow safety guidance provided.