Help Centre

We ship Monday to Friday. Orders placed before noon are shipped the same day; orders placed after noon are shipped the next working day.

As soon as your order ships, you receive an email with your tracking link. You can also find it in My account → Order history and details.

Yes, in the first few hours: La Poste sometimes only scans the parcel when it reaches the sorting centre, the day after shipping. The tracking then updates all at once. If there is still no movement after 3 working days, write to us with your order number and we will contact La Poste.

In mainland France, allow 2 to 3 working days after shipping in most cases, whether to a pickup point or to your home. Abroad, the delivery time depends on the country and the local carrier.

Rates and free delivery thresholds, by delivery method and by country, are on our Delivery page.

First check with your neighbours, your building caretaker and in your letterbox, then at your nearest post office: the parcel is often held there. Still nothing? Write to us with your order number and we will tell you what to do next.

As soon as it is back with us, we send it out again free of charge. Write to us to confirm your full address. If you would rather have a refund, just let us know.

Only the recipient can ask La Poste to redirect the parcel: call 3631 with your tracking number. If it isn't collected, it comes back to us and we send it out again free of charge.

Take a photo of the parcel and the items concerned, then write to us with your order number.

If the tracking hasn't moved for several days, write to us: we will open a claim with La Poste and, if the parcel cannot be found, we will send your order again or refund you, whichever you prefer.

Check on your invoice that the item was part of this order, then write to us with your order number and a photo of the parcel contents. We will send it to you or, if you prefer, add it free of charge to your next order.

We apologise. Write to us with your order number and a photo of the product you received, and we will send you the right one.

Send us a photo of the bottle concerned with your order number, and we will replace it.

If the order hasn't shipped yet, write to us as soon as possible (see Change or cancel). If you have already received it, a new, unopened product can be returned: the conditions are set out in our terms and conditions.

In your cart, before placing your order: under “Have a promo code?”. The discount or gift appears straight away in the order summary.

Current offers are announced in the banner at the top of the site, with their minimum spend and their code. Reach the minimum, enter the code in your cart, and the gift is added to your order. No code, no gift.

Some codes can be combined, others cannot: your cart tells you as soon as you enter the code.

Write to us quickly with your order number. If the order hasn't shipped yet, we will add the gift; otherwise, we will include it free of charge in your next order, provided the offer was running and the minimum spend was reached.

Our prices change every day and offers are not retroactive: the price you pay is the one displayed when you placed your order.

Yes, as long as it hasn't shipped. Write to us as soon as possible with your order number and the change you would like, and we will confirm once it's done. Orders placed before noon ship the same day, so the sooner the better.

Yes, as long as it hasn't shipped: we cancel it and refund you in full.

If it has already shipped:

• to a pickup point: don't collect it — once it's back with us, we refund you in full;
• to your home or by “Lettre suivie” (La Poste tracked letter): send it back to us and we will refund you on receipt. Customer service will give you the return address.

Bank card (secure payment via PayZen), Apple Pay and Google Pay. We do not accept PayPal, bank transfers or cheques.

First check My account → Order history and details, and your spam folder. Nothing there? Write to us with the date, time and amount of the payment (a screenshot of your bank statement helps).

On the day of the order, this is often just a pre-authorisation that will not be collected. If both charges appear on your bank statement, write to us.

Check your card limit and your bank's 3D Secure verification, or try Apple Pay / Google Pay. Your cart stays saved.

To 60 destinations: most European Union countries, Switzerland, the United Kingdom, the French overseas territories and a selection of countries worldwide. List and rates: Delivery page.

No: following a change in the law, we no longer deliver to Belgium. If you travel to France, you can have your order delivered to a pickup point near the border: add an address in that French town to your account (the town hall, for example), then choose “Colissimo Points de retrait” and the pickup point that suits you.

Our prices include VAT for the European Union. Outside the EU (Switzerland, the United Kingdom…), customs duties and local taxes may be charged on delivery, depending on the regulations in your country.

Yes, in several European countries (Germany, the Netherlands, Luxembourg, Italy, Spain, Portugal…): choose your pickup point on the map when you place your order.

Go to the Forgot your password page and enter your account's email address: you will receive a link to choose a new one. Remember to check your spam folder.

Check your spam folder and the address you entered. If you ordered without creating an account, you don't have a password yet: write to us, we will create your account and you will receive an email to choose your password.

It may have been placed with a different email address. Write to us with your name and the date of the order, and we will find it.

Write to us from your account's email address and we will delete your account and your data. Billing data is kept in anonymised form for the legally required period.

Our 50ml e-liquids are sold nicotine-free, in a bottle designed to take a booster. One 10ml 20mg booster in 50ml of e-liquid gives 60ml at about 3mg/ml; two boosters in 50ml give 70ml at about 5.7mg/ml (depending on the room in the bottle). Shake well after adding.

The easiest way: use our nicotine & DIY calculator.

Let it rest for a few days after shaking it: the flavours blend and the taste rounds out. A new coil also makes a big difference to the flavour. If the problem persists, write to us with the batch number printed on the bottle.

We don't always get a restock date from the manufacturer. On the product page, sign up for the back-in-stock alert: you will receive an email as soon as it's available again.

Write to us with your order number, the model and a description (or a video) of the problem, and we will suggest a solution.

Every euro you spend (including VAT, excluding shipping) earns you 1 point. Points are confirmed when your order ships and remain valid for 365 days.

In My account → My rewards account, choose a product from the gift catalogue: it is added to your cart. Gifts are available on orders of €19 or more, excluding shipping.

Points appear as soon as you place your order and can be used once it ships. Orders placed before the programme launched do not earn points. A question about your balance? Write to us.

No: when a gift is removed from the cart, the points are credited back to your account.