Contact us
Have a question for us? Simply fill in the contact form below and we will get back to you as soon as we can.
Account Queries
Shipping Queries
Payment Queries
Age Verification
Account Queries
Do I need an account to order?
1. No Account is required to place an order with us. We offer a guest checkout option at checkout so no additional information needs to be added. However this also means you might miss out on promos and becoming a member of our rewards program that we offer to our registered account holders
How do I create an account?
2. We have a dedicated new customer account page to get you started by click HERE! The account stores all of the information about all your orders, what you ordered and the tracking code if you requested one in the shipping options.
How do I access my online account?
3. We have a ‘Sign In’ link in the header of Desktop website, next to the basket icon. On mobile you will find it in the burger menu. Click the link and you will be prompted to enter your email address and password details.
I have forgotten my Password, please help?
Shipping Queries
Is my order trackable?
If you are in the UK your order will be shipped Royal Mail First class as standard and does not come with tracking.
All packages shipped via Royal Mail now come with a confirmation code when the items have been successfully delivered. If the value of your order is over £20 it will be shipped via the Royal Mail Signed service or you can upgrade to DPD Next Day service that can be tracked via your personal account area.
How long will my order take to arrive?
On Average the following rule applies with the free services if upgraded service are not selected:
- UK Delivery is normally 2-3 working days
- Mainland Europe 3-7 working days
- Rest of the world 5-14 days
How fast do you dispatch order?
All orders are dispatched same day when placed before 4pm, Monday to Friday. Orders placed on a weekend (Saturday - Sunday) will be processed the following Monday. Bank Holidays are the only exception, if an order is placed on a public holiday, they will be processed the next working day.
Learn More>
Payment Queries
Do you accept all cards as payment?
We accept all major credit cards including Visa, Mastercard and American Express.
We also Accept Laybuy and Klarna Buy Now Pay in 30 Days.
Do you accept Klarna?
Yes, we offer buy now, pay later services through Klarna. Please select Klarna as your payment method, and you will be redirected to Klarna for approval. For further information please click HERE!
Why has my payment card been declined?
There are several reasons why you might be having trouble completing your purchase.
The most common problems are around your billing/card information being incorrectly entered. Make sure the billing information is correct to the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address however if the billing address does not match the order is likely to be rejected.
Please ensure the card details have been entered correctly and that all details including the CV2 (the 3 digits on the back of your card or 4 digits on the front if using Amex) are correct.
Age Verification
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.
