The following are indeed the most frequently asked questions asked of us via the online chat, emails and phonecalls. Please check through these before contacting us as it can often negate the need to speak to us and gets you an answer quicker.
A lot of people that start off usually go for a decent basic kit that’s pretty easy to use, like an Aspire Pockex or Endura T18E. They usually pair this with a desired strength of E-Liquid. It all depends on how much you would smoke on an average day:
If you smoke:
If you are vaping for the flavour or just out of habit, we do have 0mg and 3mg available as well in some flavours.
Vaping is all about trying different things and finding a happy medium. Once you find what you like, you’ll never go back to smoking cigarettes
All to often this is because you don’t actually have an account on the site and have previously ordered as a guest only.
Don't forget to check your junk/spam if emails aren't showing in your main inbox.
Contact us through the online chat feature and we can check if an account exists and also resent your password for you if necessary.
The benefits to signing up for an account are simple – not only does it mean you get 10% off your first order, it also means that you can log in to your own account page and check the status of your order(s) and also view tracking information.
The following assumes that you are an account holder and logged in. Any accrued cashback in your cashback wallet will be automatically applied to your next qualifying order. Please remember though that all cashback has an expiry limit, so we recommend always ordering within 30 days to avoid loosing any earnt cashback.
Whilst we appreciate that this is frustrating there is very little we can do about a Puff Bar which isnt working – as a sealed unit we cannot advise on any procedure to get the bar working and the only thing you can do is either take it back to the shop you bought it from or contact us if you bought it online.
In all cases please log the complaint/fault on our dedicated Complaints page so that we can record the issue.
Simple answer …. absolutely nothing.
2% nicotine means 20mg of nicotine
We all know how annoying it can be seeing an item as out of stock, so we've made it so that you can get an alert by email or if subscribed via SMS, when it comes back in stock. Will only work for account holders. Click on "Notify when back in stock" or the bell icon if you are using the mobile app and you'll automatically get an update email/SMS/notification when that particular item comes back into stock - you can do this for as many products as you need.
We manufacture for a number of brands, and occassionally if we don't have a product in one brand we supply it to online customers in another brand - Chelsea Classic is one of those flavours - we manufacture it as Smooth Western Tobacco as well. It is EXACTLY the same liquid in the bottle, only the box is different.
When you place an order it is assigned an Order Status, this is visible on your Account page and will change throughout the order cycle. The following are the common Order Status messages that you may see and a brief explanation as to its meaning:
An order can be On Hold for a number of reasons, usually its because one or more of the items in your order are currently either out of stock or unavailable. We will endeavour to email you to advise when your order goes On Hold and offer to either replace with another flavour or continue to hold the order until available.
Generally you will see this when insufficient stock is available to fulfil your order. However, it is often the case that the stock levels have not updated or are including items in abandoned shopping carts when trying to allocate stock to you. We recommend that you order as normal as in 99% of situations stock will exist in the factory to safely fulfil your order.
The payment process is handled by SmartPay NI, and we have no control over it. We often find that payments are declined by the bank or payments have not been authorised by 3D Secure means.
If your order is flagged as "Suspected Fraud" don't panic, its generally down to an error entering the CVS code or expiry date. However, your order will not be paid for and will not be processed so you will need to re-order.
Firstly, you will see your order number when you’ve successfully paid for an order through the checkout – thats your first indicator that your order has been recieved.
More importantly though, you will have been automatically sent an Order Confirmation email so please check your junk/spam.
You will also receive a number of Order Update emails, when the order has been passed for picking, ready for dispatch, when its dispatched (including your tracking number) and finally the Complete email when we’ll be hoping you are happy and leave us a great review on Trustpilot!
A Payment Link is manually created by us and sent out by either email or SMS to customers so that they can make payment.
You may have received a payment link for any of the following reasons:
When you place your order you will see your order on screen before you pay, you will see the order once you’ve checked out, you will receive a confirmation email and shortly afterwards an email from the site admins with details of any competitions etc which are running which will also include a list of the products you’ve ordered. Yet, even with all these notifications you will be surprised how easy it is to order the wrong liquid or strength.
Firstly, dont panic, simply email back and let us know as SOON AS POSSIBLE as we need to cancel your order and cancel your pending payment, so that you can reorder.
Our stock systems no longer allow us the flexibilty of changing order before dispatch and unless you contact us the items you have ordered will be dispatched.
We receive at least one request a day asking why we can't just take PayPa payments so we thought it was time we listed an FAQ on the matter!
Bottom line, we would love to offer PayPal as a payment option, so easy to use, so easy to implement, everyone knows what it is etc etc etc. HOWEVER, PayPal in their infinite wisdom banned vape companies using their services over 3 years ago now and as a result we, and all reputable vape companies, are not able to offer PayPal as a payment option. Same goes for Apply Pay whilst we're on the subject, they don't like vape either!
Despite having a graphic on the front page of the site showing that we offer free delivery to ROI we get asked this more than any other question!
Yes, yes, yes we deliver to the Republic.
No, no, no you won't have to pay import tax - we are a Northern Irish company. You will be charged UK VAT as standard (our prices are all shown excluding VAT for the benefit of our commercial customers) but apart from that there are no extra charges.
Royal Mail Tracked24 Service - generally next working day (as stated by Royal Mail) - £6.25
Royal Mail Tracked48 Service - generally 48hr service (as stated by Royal Mail) - £4.75
Free Tracked48 Delivery on orders over £30
Fastway Courier Service - 2 day service - £4.50
Free Delivery on orders over £30 by Fastway Courier service - this is a 2 day service but generally next working day
Customers in the BT47 and BT48 areas can choose to collect from the factory for free. We will advise when the order is ready so please do not call to the factory unless you have received notification that your order is ready to collect.
Delivery through Fastway Couriers
Fastway Courier Service - 2 day service - £7.00
Free Delivery on orders over £40 by Fastway Courier service - this is a 2 day service but generally next working day
Customers in Donegal can choose to collect from the factory for free. We will advise when the order is ready so please do not call to the factory unless you have received notification that your order is ready to collect.
Curently and moving forward: Delivery through Royal Mail
Royal Mail International Signed For - allow 14 workings days - £25
We regularly update our list of countries which we do not deliver too and you should check this before attempting to order.
We currently do not accept order from, or deliver to, the following countries:
We always try our best to get orders out the same day however there are a few things to consider.
Order deadline for same day dispatch (Monday to Friday) is 12noon. This is to give us time to pick all orders and meet the Fastway’s Courier collection time. Royal Mail collects from us twice a day but we stick to this 12noon cut-off for all orders.
Fastways Courier deliveries are generally a 2 or 3 working day service – however we do find that the majority of deliveries are next working day or next working day plus one. Fastway do not generally deliver on weekends so please bear that in mind.
Royal Mail deliveries are sent using their Tracked 48 or Tracked 24 service as applicable. Whilst no guarantee exists, Royal Mail try to achieve next working day for Tracked24 and next working day plus 1 for Tracked48, however these are only guidelines and as mentioned are not a guaranteed next day or next day plus one service.
Bearing in mind the approximate delivery times we’ve listed, we always recommend waiting at least 5 working days from when you receive your Order Dispatch email containing your Tracking Details, before contacting us.
We cannot initiate any lost parcel procedure until a full 14 days have elapsed from the dispatch date.
Before you contact us:
In the exceptionally rare case that the order has not been delivered please email firstname.lastname@example.org with your order number (just reply to one of the order update emails is the easiest) and we will contact Fastway/Royal Mail.
If you request a replacement order to be dispatched before a full investigation takes place you will be liable for the cost of that replacement order if/when your original order arrives.