FAQ

Discover answers to common e-cigarette questions in our FAQ section. If you cannot find your question, please visit our homepage or contact us directly for further support.

1. which payment methods do you accept?

We accept a variety of payment methods, including credit cards, debit cards and cryptocurrencies. You can view the available payment options on the checkout page.

2 Why was my payment rejected?

A payment may be declined for various reasons, e.g. invalid credit card details, insufficient funds, problems with the payment provider or fraud detection. Please check your payment information and contact your payment provider for assistance.

 

3. can I use a discount code or gift card at checkout?

Yes, you can enter a discount code or gift card at checkout. The corresponding amount will be automatically deducted from your total.

 

4. is payment on your website secure?

Yes, we use SSL (Secure Socket Layer) technology and PCI compliant payment processing to keep all transactions secure. Our website is regularly checked for security vulnerabilities.

 

5. how do I know if my payment was successful and my order has been confirmed?

After successful payment, you will immediately receive a confirmation e-mail with the details of your order.

 

6. how do I apply for a refund?

To request a refund, please contact our customer support team and provide your order number. We will be happy to assist you with the refund process.

 

7. how can I view my order history?

After completing payment, you can log in to your account and view all orders and their status under "My account" in the "Order history" section.

 

8. what is your shipping policy?

We offer various shipping options such as UPS, FedEx and DHL, which deliver to Europe, the USA, South Africa, Vietnam and other countries. Delivery times vary depending on the region.

 

9. how is postage calculated?

The shipping costs are calculated based on the weight of the items, the shipping destination and the selected shipping method. The total costs are calculated automatically during checkout.

 

10. what should I do if my parcel is lost or arrives late?

If your parcel is lost or significantly delayed, please contact our customer support team immediately. We will investigate the case and offer a solution.

 

11. how can I track my order?

You can log in to your account and track the status of your order in the "Order history" section. You will also receive shipment tracking updates by e-mail.

 

12. do I have to pay customs duties?

Whether customs duties apply depends on your country of residence. In some countries, such as Canada, Denmark, Norway and Switzerland, fees may apply. In other countries there are usually no customs duties.

 

13. how long does shipping take?

It usually takes 1 to 7 days to process the order, the delivery time varies depending on the region and is usually 10 to 15 days.

 

 

14. how can I change my order?

If you wish to change your order, please contact our customer support team as soon as possible to make the changes.

 

15 How does the return process work?

Our returns policy allows you to return items within 7 days of receipt. Items must be in their original condition and packaging. Please contact our customer support team to start the return process and receive a return label.