Refunds & Replacements

Cancelling an unshipped order? Message us and we'll cancel it. Your payment comes back as store credit on the email you ordered with, as soon as we cancel it.

Wrong item in your parcel? We send the correct one free of charge, and you keep what arrived by mistake as an apology. We never ask you to post anything back.

Faulty items (for example a vape that won't work) are replaced. Report it as soon as you notice, with your order number. We'll usually ask for a photo or short video first.

For quality concerns, part-missing orders and one-off situations, the remedy is a replacement or store credit, decided case by case by a human, not a machine. Tell us promptly and include photos.

Orders hold your items for 15 minutes for card payments, or 30 minutes for crypto. If payment isn't completed in that window, the order cancels automatically to free the stock, and any store credit used is returned to your account automatically.

If your payment lands after that window, it isn't lost. The order goes to the team for a manual stock check before it's confirmed, so the confirmation email may take a little longer.

If your parcel still hasn't arrived 7 days after dispatch, message us with your order number and we'll look into reshipping or another solution. If tracking shows delivered but nothing arrived, message us straight away.

If Royal Mail has confirmed delivery with a photo at your address, we can't refund or replace that order. We'll give you every dispatch detail you need to raise a claim with Royal Mail.

If a delivery fails because the address given at checkout was wrong or incomplete, the order isn't eligible for a refund or replacement. We'll always look at it, but any fix is at our discretion.

One firm rule: talk to us before your bank. Raising a chargeback without contacting us first means a permanent ban from the shop. We resolve genuine problems quickly, and the chat is always the faster route.