FAQ's
FAQ's
FAQ's
FAQ's
If you search for "vape shop near me", hundreds of results will pop up. With so many different vape shops to choose from, it is important to find one that suits your preferences. Our shops are stocked full to the brim with the latest and greatest innovations that the vape industry has to offer. We stock starter vape kits, advanced sub ohm vape kits, and a range of vape mods to fit every skill set.
Vapers travel from all over to browse through our range of premium quality e-liquid brands. Our collections cover the biggest household names. If you are looking for delicious summer-inspired sensations or winter warmer wonders, we have an e liquid for you. Our customers depend on us for new releases and old classics from vape titans like Dinner Lady, Pacha Mama, and Cigara Originals.
Can our guides help you?
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?
4.Do not worry we have you covered. If you have forgotten your password you can reset via the "Account Sign In area". There is a ‘Forgotten Password’ link, click the link and follow the steps. You will receive an email with a link directing to setup a new password.
How do I access my order?
5.Once an order is completed they are held in your account area. You will also receive an email notification from us confirming your order has successfully received. The account area will also hold all previous orders.
Where is my order, did I complete it correctly?
6.Successfully completed orders you will see an ‘Order Confirmed’ screen with your order reference number after checkout. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.
If you see an issue or find a problem then please get in contact with our customer service team for further support by clicking HERE!
I want to change my address or order?
7.Already placed an order and want to change details? We are here to help, just get in contact with us as soon as possible by clicking HERE! see what we can do to support you.
Please ensure to include your order number and new shipping address or change required and we will do our best to change the order before it is dispatched.
If you have already received a dispatch email notification unfortunately it is too late to make changes to your address. Once we receive the order back we can arrange shipping to a new address.
How do I cancel my order?
8.As soon as you place your order, we’re on it – we know you need it fast!
If you require a cancellation please get in contact and we will try our best to accommodate however orders that have already entered our shipping system cannot be cancelled. We ship all orders the same day when placed before 4.00pm, therefore we also cannot cancel orders once they are dispatched.
You can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. You have 30 days in which to do this.
Please contact us via email, complete with your order number and we will do our best to cancel the order.
Why has my order not arrived?
9.We dispatch all free shippings orders via Royal Mail First Class and whilst our estimated shipping times are accurate it can take up to 14 days to receive your order.
If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct. If all details are correct and 14 days has passed, please contact our customer support team who will be more than willing to help.
I want an out of stock item, how do I order?
10.We ensure our best selling and new product releases are in-stock all the time, but sometimes popular items sell out quickly. If an item isn’t available, you can contact us for stock check by clicking HERE!
How do I re-order the same items?
11.In your account area there is a ‘Reorder’ button next to each item in your order history. Simply click the reorder button next to the item you want and it will instantly be added to your basket.
How do I return an order?
12.We make the returns process easy and simple, please read our Returns Policy or Contact us for support.
Can I use multiple discounts on 1 order?
13.Unfortunately you are unable to use multiple discounts per order. When redeeming reward points these currently are converted to discount codes, therefore you are unable to use a discount code as well as reward points.
How do I claim my 10% discount code for signing up?
14.You can claim your 10% first order discount code by entering your email address in either the newsletter pop-up box or in the signup box at the foot of each page. We will send you an email asking to verify your details, once confirmed you receive the 10% discount code via email.
Do you ship worldwide?
15.Please note we ship only to international locations that allow approved E-Cigarette & Nicotine products to be imported and sold directly to consumers. If you have further questions please get In Contact.
Is my order trackable?
16.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.
We will also email you a shipping notification with the tracking code.
If you would like your order shipped with tracking you can upgrade for £1.99 to our Royal Mail 24hr service when your order is below £50. Please select this option in the checkout area of the website.
For orders from outside the UK, they will be sent tracked and require a signature upon delivery.
How long will my order take to arrive?
17.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?
18.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.
Have you dispatched my order yet?
19.You will receive a shipping confirmation when your is dispatched. If you have not received a shipping notification via email it means your order has not yet been dispatched. If you have any questions regarding the status of your order please get in touch with our customer support team by clicking HERE!
How much does shipping cost?
20.We Offer FREE SHIPPING in the UK. For more details on shipping rates and options please see our Shipping page HERE!
If you are outside of the UK shipping rates are based on weight and location.
I need next day delivery, can you offer this?
21.Yes we do, guaranteed next day shipping is £5.99 or FREE on orders over £50.
To ensure your order is qualifies for next day shipping they must be placed before 4pm Monday - Thursday. Guaranteed next day delivery orders placed after 12pm on a Thursday or on a Friday will be processed the following Monday.
For Saturday delivery you will need to select the Saturday Special Delivery option if placing an order on a Friday. The cut off time for Saturday guaranteed delivery is also 4pm Friday.
Do you accept all cards as payment?
22.We accept all major credit cards including Visa, Mastercard and American Express.
We also Accept Laybuy and Klarna Buy Now Pay in 30 Days.
Klarna's Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.
Do you accept Klarna?
23.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.
Klarna's Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply. For further information please click HERE!
Why has my payment card been declined?
24.There are a number of 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 the 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.
Finally check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.
If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.
If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem by clicking HERE!
Do you accept paypal?
25.Sorry but we no longer accept Paypal due to their e-cigarette restricted product change. We do offer however Klarna and Laybuy which allows simple and easy split payments interest free!
My order has arrived but it's incomplete or incorrect?
26.If your order arrived incomplete or there was a mistake please contact our customer services team by Clicking HERE remembering quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency and we will endeavour to resolve the issue.
I'm having issues with the items that I have ordered?
27.If you run into issues on mycigara.com please get in contact by clicking HERE! A customer services team member who will be in touch to either resolve the problem or arrange for a replacement to be sent out.
We may require the faulty item to be returned to us for a technician to test. All products sold on the myCigara website come with a warranty. For further details please view our Warranties page.
My items arrived damaged! What do I do?
28.Please get in contact immediately by clicking HERE! if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged we may not be able to help.
Can I use my gift card online & instore?
29.Our Online Gift cards can be used online only as one of the methods of payment available for your order. You will see the options available to you during the checkout process. You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card.
You can also use your gift card as part payment, together with any other approved payment option.
Here are some further terms and conditions around our gift cards;
- Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Gift cards cannot be used to buy further gift cards.
How do i use my gift card online?
30.Shop as usual on myCigara.com and then proceed to checkout. During checkout, you will be asked to enter code for your Gift Card you wish to use. Enter the digit number gift card number Click Apply & continue the checkout process.
How do i Join the myCigara Club Rewards Scheme?
31.Once you set up an account and make a purchase, you will be automatically signed up to the myCigara Club. If you’re a new customer, signing up automatically places you in the Silver Tier.
For pre-existing loyalty members, there is no requirement to re-register online; your account will automatically be transferred from the old system, along with any previous points earned, and you will be placed in the highest tier, VIP.
How do I earn points?
32.You earn points by making purchases, whether in-store or online. In addition, you can earn bonus points by:
●Filling out your account profile
●Referring a friend
●Following us on social media
●Leaving a product review
There are also special occasions for earning extra points:
●Promotional Events
●Birthday Points
What can points be spent on?
33.Points can be redeemed against products, vouchers, and discount codes. You can view your points and use them by accessing the ‘Rewards’ section of your myCigara account. Additional rewards may be added from time to time.
Please ensure if you have redeemed a product reward, that you have added the items to your cart before applying the redeemed coupon voucher.
Please note that points cannot be used to purchase products directly that are not part of the rewards & Voucher redemptions, nor can they be redeemed against cash.
I was on the old loyalty scheme —what happens to my old points?
34.You get to keep them! Existing members will have their accounts automatically moved across to the new loyalty system and become VIP tier members. Likewise, all old points will be transferred across to the new system.
Do points from previous orders get counted into my rewards?
35.Only orders with customers that have accounts with us after launch date of our new program will be applicable to be rewarded points, our program will not allow retro active points allocations based on previous orders if you have not been part of the previous paid myCigara Club loyalty.
How does the tier system work?
36.The more you spend, the more points you earn. Once you reach the threshold for the next tier, you will remain in that tier until you accrue enough points to go up to the next tier. The higher your tier, the higher the point value per purchase.
When you redeem points, your points balance will drop —but the remaining balance has no effect on your membership tier. For instance, if you’re a Gold member and your balance drops below the 3000-point threshold, you will remain in the Gold tier.
So, assuming your account doesn’t remain inactive for 12 months or more, there’s no risk of dropping down a tier, and continued spending will move you up a tier. In short: the only way is up.
Where can I see my points and rewards?
37.You can access this online, on the ‘rewards’ section of your account. We will also be adding a widget to our site for improved access to your myCigara Club membership information.
How do I find out about special discount days or double point events?
38.You will receive an email notification. Make sure you’re subscribed and opted into email marketing to not miss out (and add myCigara to your safelist so it doesn’t end up in your spam folder!) This info will also appear on your account when you log in.
How do I know when I have moved up a tier?
39.You will receive an email notification; the change will also be shown when you log into your account online. (site will have a widget rolled out; when logged in, widget will show loyalty status: which tier, points, rewards available).
Do my reward points expire?
40.If your account is inactive for 12 months, your points will be lost. As long as you continue to shop with us with some level of regularity, you will continue to earn new points, and previously earned points will remain active.
Is there a limit on how many points I can earn?
41.Nope! The more you spend, the more you earn. Currently, the highest membership tier is VIP; you won’t be able to move up any further tiers, but you will of course continue to earn points and additional rewards.
Are there any excluded brands?
42.We are currently unable to offer members rewards toward products from the JUUL and PAX brands.
Please note that points cannot be used to purchase products directly, nor can they be redeemed against cash.
When do my Birthday Points Get Applied?
43.As a member of our myCigara Loyalty Club each customer get 250 points applied on their birthday on the respective date that must be provided when signing up.
Please do note that there is a minimum 1 month period a member must be enrolled before they are eligible for the birthday reward.
Can I transfer my points?
44.If you are an in-store customer, you will be able to access your account online by using the same email address you used to register in-store. Points gained on accounts under the old loyalty scheme will be automatically transferred to your account under the new loyalty scheme.
Points cannot be transferred between different accounts, nor can points be redeemed for cash. In the eventuality that you have several accounts for the same person (i.e. multiple accounts under different email addresses), you will not be able to move points between these accounts, so please get in touch with us to consolidate your accounts.
When do my Loyalty Review Points get awarded?
45.When a product review or company is left using the following page Loyalty Reviews and verified by our team. Then please allow up to 28 days for the points to be added to your loyalty account.
How do i opt out of myCigara Club?
46.If you prefer not to be signed up to myCigara Club, you can simply make your purchases and check out as a guest —whether that’s online or in-store.
If you already have an account with us and you wish to continue making purchases on your account, but would nonetheless like to opt out of myCigara club, please contact us.
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
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.
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.
4.Do not worry we have you covered. If you have forgotten your password you can reset via the "Account Sign In area". There is a ‘Forgotten Password’ link, click the link and follow the steps. You will receive an email with a link directing to setup a new password.
5.Once an order is completed they are held in your account area. You will also receive an email notification from us confirming your order has successfully received. The account area will also hold all previous orders.
6.Successfully completed orders you will see an ‘Order Confirmed’ screen with your order reference number after checkout. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.
If you see an issue or find a problem then please get in contact with our customer service team for further support by clicking HERE!
7.Already placed an order and want to change details? We are here to help, just get in contact with us as soon as possible by clicking HERE! see what we can do to support you.
Please ensure to include your order number and new shipping address or change required and we will do our best to change the order before it is dispatched.
If you have already received a dispatch email notification unfortunately it is too late to make changes to your address. Once we receive the order back we can arrange shipping to a new address.
8.As soon as you place your order, we’re on it – we know you need it fast!
If you require a cancellation please get in contact and we will try our best to accommodate however orders that have already entered our shipping system cannot be cancelled. We ship all orders the same day when placed before 4.00pm, therefore we also cannot cancel orders once they are dispatched.
You can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. You have 30 days in which to do this.
Please contact us via email, complete with your order number and we will do our best to cancel the order.
9.We dispatch all free shippings orders via Royal Mail First Class and whilst our estimated shipping times are accurate it can take up to 14 days to receive your order.
If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct. If all details are correct and 14 days has passed, please contact our customer support team who will be more than willing to help.
10.We ensure our best selling and new product releases are in-stock all the time, but sometimes popular items sell out quickly. If an item isn’t available, you can contact us for stock check by clicking HERE!
11.In your account area there is a ‘Reorder’ button next to each item in your order history. Simply click the reorder button next to the item you want and it will instantly be added to your basket.
12.We make the returns process easy and simple, please read our Returns Policy or Contact us for support.
13.Unfortunately you are unable to use multiple discounts per order. When redeeming reward points these currently are converted to discount codes, therefore you are unable to use a discount code as well as reward points.
14.You can claim your 10% first order discount code by entering your email address in either the newsletter pop-up box or in the signup box at the foot of each page. We will send you an email asking to verify your details, once confirmed you receive the 10% discount code via email.
15.Please note we ship only to international locations that allow approved E-Cigarette & Nicotine products to be imported and sold directly to consumers. If you have further questions please get In Contact.
16.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.
We will also email you a shipping notification with the tracking code.
If you would like your order shipped with tracking you can upgrade for £1.99 to our Royal Mail 24hr service when your order is below £50. Please select this option in the checkout area of the website.
For orders from outside the UK, they will be sent tracked and require a signature upon delivery.
17.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
18.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.
19.You will receive a shipping confirmation when your is dispatched. If you have not received a shipping notification via email it means your order has not yet been dispatched. If you have any questions regarding the status of your order please get in touch with our customer support team by clicking HERE!
20.We Offer FREE SHIPPING in the UK. For more details on shipping rates and options please see our Shipping page HERE!
If you are outside of the UK shipping rates are based on weight and location.
21.Yes we do, guaranteed next day shipping is £5.99 or FREE on orders over £50.
To ensure your order is qualifies for next day shipping they must be placed before 4pm Monday - Thursday. Guaranteed next day delivery orders placed after 12pm on a Thursday or on a Friday will be processed the following Monday.
For Saturday delivery you will need to select the Saturday Special Delivery option if placing an order on a Friday. The cut off time for Saturday guaranteed delivery is also 4pm Friday.
22.We accept all major credit cards including Visa, Mastercard and American Express.
We also Accept Paypal and Klarna Buy Now Pay in 30 Days.
23.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!
24.There are a number of 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 the 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.
Finally check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.
If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.
If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem by clicking HERE!
25.Yes we do please start your journey by adding items to your cart and once you get to the checkout page you will be provided an option to pay using paypal.
26.If your order arrived incomplete or there was a mistake please contact our customer services team by Clicking HERE remembering quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency and we will endeavour to resolve the issue.
27.If you run into issues on mycigara.com please get in contact by clicking HERE! A customer services team member who will be in touch to either resolve the problem or arrange for a replacement to be sent out.
We may require the faulty item to be returned to us for a technician to test. All products sold on the myCigara website come with a warranty. For further details please view our Warranties page.
28.Please get in contact immediately by clicking HERE! if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged we may not be able to help.
29.Our Online Gift cards can be used online only as one of the methods of payment available for your order. You will see the options available to you during the checkout process. You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card.
You can also use your gift card as part payment, together with any other approved payment option.
Here are some further terms and conditions around our gift cards;
- Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Gift cards cannot be used to buy further gift cards.
30.Shop as usual on myCigara.com and then proceed to checkout. During checkout, you will be asked to enter code for your Gift Card you wish to use. Enter the digit number gift card number Click Apply & continue the checkout process.
