FAQ

Frequently asked questions

Orders and shipping

Where do you ship?
Belgium, France, Germany, Italy, the Netherlands and Poland, from our EU warehouse.

How long does delivery take?
2–7 working days. Orders placed before 14:00 CET on a working day are usually dispatched the same day.

How much is shipping?
€12.99 below €69.99; free from €69.99 (calculated after discount).

How do I track my order?
Use the tracking page or the link in your shipping confirmation email.

Black Friday 2026

How does the multi-buy discount work?
3–4 items 10% off, 5–9 items 15% off, 10+ items 20% off. Add a Bulk Buy bundle on any product page — the discount is applied automatically at checkout.

Why don’t I see the discount when I add single units?
The multi-buy discount is tied to Bulk Buy bundles, not to quantities added one by one at the regular price.

What is the free gift?
Every order includes one free UP9 (50,000 puffs). From 3 items you also get one free UP9 POD. One of each per order, while stocks last.

How do I choose the gift flavour?
In the cart, under Promotions, you can pick the flavour for each gift. We preselect the flavour you bought; you can change it before checkout.

Can I combine the gift with a discount code?
The gift and the multi-buy discount work together. A discount code can be applied if it is not marked as non-combinable.

When does the promotion end?
1 December 2026, 23:59 CET — or earlier if stock runs out.

Payment

Which payment methods do you accept?
Visa and Mastercard, Bancontact, PayPal, and Apple Pay / Google Pay where available.

Is my payment secure?
Payments are processed by our payment providers; we never store card details.

Returns and warranty

Can I return an order?
Yes, within 30 days of delivery, unopened and in original packaging. See the Returns & Exchanges Policy.

Do I have to return the free gift?
Yes. If you return the qualifying order, the gift must be returned with it; otherwise its value is deducted from the refund.

The product is faulty, what now?
Write to [email protected] with your order number and a photo; we will replace or refund it.

Age and safety

Who can buy?
Adults aged 21 and over. An adult signature is required on delivery.

Do your products contain nicotine?
Product pages state whether a SKU contains nicotine. Nicotine is an addictive substance.

Still stuck? Contact us.