Help Centre

Do I need to make an account to order from myCigara?

No, you can checkout with us as a guest. However, we would recommend registering; it only takes a minute and makes it easier and quicker next time you order, as well as giving you access to promos and other benefits.

Accessing my account

To access your account, visit the account page. If you’re an existing customer, you can access your account from here, and you can register here if you’re a new user. This page also allows you to reset your password if you’re struggling to access your account.

How does the myCigara Loyalty Program work?

When you register a customer account with us, you’re automatically signed up to our loyalty program, myCigara Club. Every time you shop with us you’ll earn points which can be redeemed against various rewards, and you’ll also get access to exclusive deals and website content. Full details can be found on our loyalty program page.

What is 1account and why do I need to use it?

1account is an age verification tool; you can find a more in-depth explanation on our age verification page. You have to be at least 18 years old to purchase ANY vaping products in the UK, and we enforce this strictly here at myCigara. First-time customers must complete 1account verification, but you will only need to do it for your first order and not for subsequent orders.

What shipping options do you offer, and how long do they take?

We offer several shipping options with Royal Mail and DPD.

We Dispatch 6 Days a Week! Standard (2-4 Days) UK Delivery FREE on orders over £20

Royal Mail 48 - £2.99 under £19.99

Royal Mail 48 Tracked- £3.49 under £19.99

Royal Mail Tracked 24 Signed £3.99 under £19.99

Royal Mail Tracked 24 Signed FREE on orders over £80.00

Next Day Guaranteed DPD Next Day Monday - Friday £5.99 Orders Under £39.99

FREE on orders over £80.00

Weekend Delivery DPD Saturday - £6.99 DPD Sunday - £6.99

Dispatched same day if ordered before 4 pm Monday to Friday & Saturday 12:30pm.

What payment methods do you offer?

We accept all major debit and credit cards, including Visa, MasterCard, and American Express. We also offer two split payment options, Klarna and LayBuy. Options for Direct Bank to Bank is also availble using Superpayments at checkout. Please note that we can no longer accept PayPal; this is due to a change in PayPal’s policy regarding e-cigarettes.

How do I check the status of my order?

To review your order, please visit your account page. Please note that orders will be listed under “Order History” as soon as they have been processed. The order history will show your order number and status, with links to view each order in more detail.

I want to change or cancel my order

If you wish to amend your order, please get in touch with us as quickly as possible. Time is of the essence, as our warehouse team works quickly; if you place an order before 4pm on business days, your order will be dispatched on the same day.

I have not yet received my order

Please bear in mind that your estimated delivery date is just that: an estimate. Refer to our full shipping policy for more info. You can also track your order if it’s being delivered with a trackable service. Otherwise, if you are still waiting on your order, please get in touch with us and we’ll do all we can to resolve the issue.

What is your returns policy?

You can view our full returns policy here. You have 14 days to change your mind. Unwanted products must be returned in their original condition with packaging intact. Once you have registered your return, it must be sent back to us within 14 days.

I received faulty or damaged items in my order

For any issues with your order, please contact us immediately. Quote your order number and the nature of your problem, and someone from our customer service team will get back to you as soon as possible.

I can’t find an answer — how do I contact myCigara?

If you can’t find the answer you’re looking for, you may be able to find it on our full FAQs page. You’ll also find help and guidance for specific issues on our Tips & Guides page. The best way to contact us is through our contact form. Our customer service team will be able to answer your question directly, as well as point you in the right direction of any site content that relates to your query.

Do you offer any discounts or multibuy offers?

Yes we certainly do! We're pleased to offer a variety of discounts to enhance your shopping experience. Take advantage of our multibuy offers, explore enticing bundles, head to our Discounts Offers Page for exclusive sales promos. Your satisfaction is our priority, and these discounts are designed to add value to your purchases.

How do i use discounts and Gift Cards?

To make the most of our discounts and gift cards, we've created a dedicated page that outlines simple steps for you. For applying discounts, visit our page on how to use promo codes during checkout. 

If you ever need assistance, our customer support team is here to help. Happy shopping with us!

Do you have a Wishlist feature?

Yes, we do have a Wishlist feature. You can easily add any of our products to your Wishlist directly on our website. This allows you to save items for future purchases and reference, making it convenient for you to keep track of products you're interested in.

If you have any specific questions about using the Wishlist feature or need assistance with managing your wishlist, feel free to reach out to our customer support team—they'll be happy to help!

How do i use the wishlist feature?

To use our Wishlist feature, simply look for the Heart icon on the collection or product cards.

Click on the Heart icon to add the product to your wishlist. If the heart is filled, it means the product is already in your wishlist. To remove it, just click on the heart again.

You have the option to use the Wishlist as a guest, where the products will be stored on the same device for 30 days. However, for a more seamless experience, we recommend setting up an account.

This way, you'll have access to your wishlist across all your devices. Additionally, having an account allows you to stay informed about any special offers or updates related to your favorite products.

If you have any questions or need assistance with managing your wishlist, feel free to contact our customer support team—they're here to help!

What type of vape kit should I be using?

If you’re curious about the basics of vaping, we recommend starting with our landing page, new to vaping. You can then move into our selection of tips & guides for more specific questions on how to find the right vape kit.

I have questions regarding a specific device or product

For specific questions you can always contact us directly. You can also have a look through our range of tips & guides, and we would absolutely recommend taking a look at our leading vaping blogs. These cover a variety of questions, queries, and issues across the whole spectrum of vaping, including troubleshooting guides for leading brands such as Juul and Vuse.

What eliquid strength do I need?

To help you determine which eliquid strength is right for you, we’ve made a handy nicotine strength calculator. This should help provide a smooth transition into vaping and toward a smoke-free lifestyle.

Is vaping safe?

Studies from Public Health England report that vaping can be 95% less harmful than smoking.

However, here at myCigara we always like to stress the context when it comes to vaping. Yes, vaping is a well-regulated industry where most products, when purchased from reputable retailers, are MHRA-approved and safe for use. However, vaping exists to help smokers quit smoking and still contains highly addictive nicotine. If you’re a non-smoker, do not start vaping!