Frequently Asked Questions.
01. The order
When do I receive my order?
When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.
I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.
02. Shipment
How much are the shipping costs within Australia?
Shipping costs are calculated at checkout based on your location in Victoria or interstate. We offer standard and express options via Australia Post. For orders over a specific promotional value, premium shipping is free, ensuring your cigarettes and vapes arrive securely at your doorstep.
How can I track my package once it is sent?
Once your order leaves our Victoria warehouse, you will receive a tracking number via email. You can use this code on our website or the courier’s portal to monitor your delivery in real-time, ensuring you are available to provide the required age-verification signature.
What happens if I am not home during delivery?
Since tobacco and vape products require adult signature (18+), the courier will not leave the package unattended. If you are unavailable, a card will be left, and your parcel will be taken to the nearest post office for secure collection with a valid photo ID.
03. Returns, exchanges and complaints
Can I return opened tobacco or e-liquid products?
Due to strict health and hygiene regulations in Australia, we cannot accept returns on opened cigarettes, cigars, or e-liquids. If the seal is broken, the product is non-returnable unless it is found to be faulty or differs significantly from the description provided on our store.
What should I do if my vape hardware is faulty?
If your vape mod or tank arrives with a manufacturing defect, please contact our customer service immediately. We offer a streamlined exchange process for hardware. Once the fault is verified by our team, we will send a replacement or issue a full refund to your original payment method.
How do I file a complaint about a damaged order?
If your hookah or glassware arrives damaged, please email us photos of the broken items and packaging within 24 hours. We take complaints seriously and will prioritize a resolution, either through a replacement or a store credit, to ensure your total satisfaction with our 2026 collection.
