Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Delivery time depends on where your items are held. Orders fulfilled from our European warehouse are estimated at 5-7 days. For selected products or flavors we dispatch direct from our international warehouse, with shipping estimated at 9-12 days. Timelines run from the moment your order is dispatched, and customs clearance, public holidays or carrier delays can add a few days. Please confirm timing with us before you commit to a fixed date.
Open My Account and enter your email address and a password to register. An account lets you review past orders, reorder the same wholesale quantities faster and save delivery addresses. Guest checkout is also available, but we recommend an account if you order regularly.
If your order has not been dispatched yet, send us the order number and the correct address and we will update it for you. Once an order is dispatched the delivery address can no longer be changed. You can also save a default address in My Account for future orders.
When your order is dispatched we email the tracking number and carrier details to the address used at checkout. You can also sign in to My Account to see order status and history at any time. If the tracking has not moved for several days, send us your order number and we will check with the carrier.
No. Card payments are handled by our payment provider and your full card details are never stored on our servers. Transactions run over an encrypted connection. You may choose to save a card with the provider for faster repeat checkout, but that data is held by the provider, not by us.
The prices shown are product prices. Depending on your destination and order type, VAT or import duties may apply. Where DDP (Delivered Duty Paid) shipping is available we prepay duties and taxes so there are no unexpected charges at delivery. For countries where DDP is unavailable, any duties are settled on arrival. Contact us before a large wholesale order if you need the tax position confirmed in advance — see our Shipping Policy.
We ship to most countries in Europe and to selected destinations worldwide. Availability depends on local vape regulations and logistics restrictions, and a few products cannot be sent to certain markets. Send us your country and the product you want and we will confirm whether we can deliver it before you order.
We aim to send each order complete in one package. If an order combines European warehouse stock with products held elsewhere, it may be split and dispatched as separate parcels with their own tracking numbers. When an order is split we let you know in advance.
If you need to swap an item
Returns and Exchanges
You can request a return within 15 days of delivery if the item is unused, unopened and in resalable condition with its original packaging. All returns need prior approval from our team. For hygiene and safety reasons opened devices, opened e-liquid and clearance items cannot be returned. Full details are in our Refund and Returns Policy.
Contact us within 48 hours of delivery with your order number and clear photos of the item you received and the packaging. Once we confirm the mix-up we will arrange the correct item or another suitable solution such as store credit or a refund. Please do not send anything back before you have return instructions from us.
Report it within 48 hours of delivery and include your order number plus photos or a short video of the damage and the outer packaging. After review we may send a replacement or offer store credit or a partial refund depending on the case. Please keep the packaging until the claim is settled.
Please do not ship anything back before contacting us. Once your return is approved we email the return instructions and the correct return address. Unauthorized returns may be refused, so always wait for our confirmation and your return reference first.
Email us at wxz12305@gmail.com or message us on WhatsApp at +86-17724240901. We usually reply within 2-12 hours, and within 24 hours at weekends or on public holidays. Including your order number helps us answer faster, and you can also reach us through our contact page.
Message us as soon as possible with your order number and the correct address. If the order has not been dispatched we will update it. If it has already been handed to the carrier we will try to redirect it, although this cannot always be guaranteed. You can correct a saved address in My Account for future orders.
Orders can be changed or canceled before they are dispatched. Once an order has been processed or handed to the carrier, changes are normally no longer possible. Contact us as early as you can with your order number and we will do everything we can to help.
For wholesale buyers we can often arrange a restock or a pre-order for out-of-stock lines. Send us the product name and the quantity you need and we will confirm availability and a realistic timeline. Once stock is confirmed, restock and pre-order items follow the same dispatch times as regular orders.
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