FAQ

Your payment may have been rejected for the following reasons:

• Your bank or the card issuer has blocked the transaction (e.g. for security reasons)

• Incorrect card data (e.g. card number, expiry date or CVC)

• Insufficient funds in the account

• Payment restrictions in your country or region

Please contact your bank or try another payment method.

Your order may show the status "On Hold" for the following reasons:

• Payment still being processedFor bank transfers or certain payment methods (e.g. cryptocurrencies), it may take some time for the payment to be confirmed.

• Manual check required: In the case of suspicious transactions or large orders, we may carry out a manual check.

• Technical synchronisationSometimes there is a short delay between the payment provider and our system.

We currently accept the following payment methods:

• Credit and debit cards (Visa / MasterCard / American Express)

• PayPal

• Bank transfer

Yes, your payment is safe with us.
Our website uses SSL encryption to transfer all data securely. All payments are processed via trusted third party providers. We do not store any payment data.

After successful payment you will receive an order confirmation by e-mail with all the details.
You can also log into your customer account and check the status under "My orders" view.

If you would like a refund due to a quality problem or other justified reasons, please contact our customer service within 7 days of receipt of the goods.
After checking the reason for the return, the refund will be arranged. Further information can be found in our [Return and refund policy].

Normally we ship within 1-3 days and you can receive the parcel within 10-15 days. The delivery time may vary depending on the destination and shipping company.

We take care of customs clearance and fees for most orders, but for some specific countries (such as Norway and Switzerland) you may need to arrange customs clearance yourself.

We normally ship with DHL or DPD. We have chosen these shipping channels to ensure that the e-cigarettes reach our customers safely.

As most e-cigarettes are produced in China, production costs are relatively low. Therefore, in our Shop e-cigarettesmost of which are exported from China. We choose the safest shipping methods to ensure that your order arrives quickly and safely.

If your parcel is lost or delayed, we will offer you additional e-cigarettes as compensation with your next order. You can contact our customer service team and provide the relevant information so that we can deal with the problem as quickly as possible.

After your order has been dispatched, you will receive an e-mail with a tracking number. You can also check the order status on the "My account" on our website and track the shipping progress with the "Track" function.

If the goods are not unpacked and undamaged, we cannot accept returns or refunds.
If the product received is damaged, please provide a clear video and contact customer service. We will take care of your request.
If the packaging has been damaged due to logistics problems but the product is intact, we will not accept returns or refunds.

If you have a problem with the product you received (e.g. it is damaged), please make a clear video and provide detailed information. Then submit your enquiry via customer service.
Customer Service will review your enquiry based on the video and the information provided and guide you through the next steps.

If the product has been damaged during transport, please contact customer service as soon as possible and provide a video showing the damage to the product.
Customer Service will assess the damage and offer you a compensation option.

If the packaging has been damaged in transit but the product is intact, we will not accept a return or refund.
If the damaged packaging has damaged the product itself, please provide appropriate evidence and contact Customer Service. We will help you to solve the problem.