FAQ - Frequently asked questions

Our procedure for defective items is simple: we organize the return of the item via the post office, free of charge for you.

To start the process, please contact us via our live chat on our homepage or by email. As soon as we hear from you, we will immediately take care of collecting the defective item and replacing it.

Requirements for defective articles

Vapes

If ...

• it expires
• the steam no longer stops steaming
• the rechargeable battery does not charge
• no steam comes out when pulling

... the product can be returned.

Gadgets and accessories

If ...

• the scope of delivery is not complete
• the device is damaged
• the battery does not charge
• the tank is broken

... the product can be returned.

We are sorry that you have not received one or more products from your order. You may have already received a message from our customer service that the product or products are currently unavailable. If this is the case, there has been an unfortunate technical error.

You have been contacted by us and we have credited you the corresponding amount for the missing products.

If the product you want is currently not available, you can click on the product and then click on the red bar labeled "Stock notification". Enter your e-mail address and telephone number to receive a notification as soon as the product is available again.

Some of our gadgets are supplied without a battery. You can read in detail under "Scope of delivery" what exactly is supplied with this gadget. If you need additional accessories, you will find suggestions under "Matching products & accessories" or under "More information" below the image of the product.

If you order a gadget from us, you will find the matching coils or accessories that belong to this gadget under "Matching products and accessories" if you scroll down a little. If you need more information, you will find a more detailed description of what you need under "More information".

How do I cancel an order?

Please let us know as soon as possible by e-mail or telephone which order you wish to cancel.

If the package has not yet been shipped, we can credit you the full amount including shipping costs and invoice fee, and there are no further costs for you.

If the package has already been handed over to the post office, you must return the package at your own expense. As soon as our warehouse confirms receipt of the goods, the purchase amount minus the shipping costs will be credited to you.

When purchasing on account for orders that have already been shipped, an invoice fee of CHF 2.90 and the shipping costs will be charged.

There are no costs for purchases on account where the goods have not yet been dispatched.

The following items will not be canceled or exchanged:

• Used items and self-inflicted defective items
• Items that are not in the original packaging
• Incomplete articles, not complete and with missing components
• Discounted items and items from the sale category

If you would like to complete your order with purchase on account, we will check the data you have entered with the help of the external company CRIF AG to ensure that you are creditworthy and creditworthy. If the check is positive, nothing stands in the way of purchasing on account. However, if the result is negative, you will receive a notification and we will ask you to choose an alternative payment method.

The decision is based on an independent review that we carry out to ensure that both you and we are protected. If you have any questions or need support, please do not hesitate to contact us. We will be happy to help you!

Do you have outstanding invoices that you can no longer find? You can easily download your open invoices via our online store. Click here under the following link: Download invoice.

After you have called up this page, you will find a field where you must now enter your e-mail address with which you have also placed your orders. If the link does not work, you will find a link in our online store in the footer (at the bottom of the page) under "Useful links" with the heading: "Request invoices".

Once you have entered and confirmed your e-mail address, you will receive a list of all your outstanding invoices as a PDF file, which you can then download/print out.

Our discount codes cannot be combined with other discounts, special prices or reduced prices. If there is both a discount code and a graduated discount, this works slightly differently. In this case, preference is given to the discount that offers the greater discount.

If your discount code does not work, there may be several reasons for this. Please pay attention to the correct spelling of the code, the correct spacing and whether the discount code is still valid.

If the discount code does not work despite correct entry and validity, please contact us via our online chat forum, by email or by phone. Our customer service team will be happy to help you solve the problem.

If you have received a reminder even though you have already paid, we ask you to contact us and immediately send us your payment confirmation together with your name and order number so that we can check this. We will take care of it and make sure that everything is booked correctly.

Of course we can block minors. As a company, we do not support sales to minors. Unfortunately, it occasionally happens that a child orders from us using false information. In such cases, it is advisable to contact our customer service immediately so that we can block the order. This measure also serves to prevent fraud.

Für den Fall von Betrugsfällen, bei denen du involviert bist und eine Rechnung generiert wurde, bitten wir dich, eine Anzeige bei der Polizei zu erstatten. Bitte sende uns anschliessend die Anzeigebestätigung, damit wir sie an unsere Rechnungsabteilung weiterleiten können.

This is important so that we can finalize the invoice. If you have already received products, you are welcome to return them to us and we will cancel the entire order.

If you have selected one of the two shipping methods, Prio or Economy shipping, you will find your tracking number in the shipping confirmation email that you provided with your order.

If you have not received this e-mail, we recommend that you first check your spam folder, as it may be there.

If you cannot find the tracking number there either, please contact our customer service, either by phone or email. Our team is ready to help you with any questions or concerns you may have.

Whether Prio or Eco shipping, we process orders on Friday just as we do on other working days (Monday to Friday). Our deliveries are carried out accordingly. As Saturday is not a working day, we do not process orders on this day and therefore do not deliver any parcels. Your order will therefore be delivered on the next working day, in this case Monday.

If you no longer have your tracking number to hand or have accidentally deleted it, please contact our customer service so that we can send you the tracking number immediately.

If you want to change your shipping method, you should contact customer service as soon as possible to find out whether your order has already been processed or not. If your order has not yet been processed, we can make changes to the shipping method. However, once the order has been completed from our side, no more changes are possible. Please note that any changes will incur costs that must be paid in advance with Twint. Here are the corresponding fees:

• Eco to Prio: CHF 2.00
• Pick up in the store at Eco: CHF 3.00
• Pick up in the store at Prio: CHF 7.00

If you complete your order before 2 p.m., it will be processed on the same day. This means that your order will be ready in the Rapperswil store the next working day. Please note that our store is closed on Mondays, so your order will be delivered the following working day.

You can find the opening hours of our store at the bottom of this page.

Your order will be delivered to your home unless you have selected the "Pick up in store" option. In this case, you must collect your order from the store.

You have three shipping options to choose from:

• Priority shipping: Orders received by us before 14:00 are processed and sent to the post office on the same day. This means that your order will be delivered to your home and you will receive it the next day.
• Eco shipping: Orders received by us before 14:00 are processed the same day and delivered to the post office. This means that your order will be delivered to your home and you will receive it within 3 working days.
• Pick up in the store: If you select this option, the shipping costs will be waived and your order will be reserved for you in the Rapperswil store.

Of course we can change the address for you. Please contact our customer service by e-mail and give us your full name, your current address and telephone number as well as the desired change.

If you are registered with us, you can also make the change yourself in your account.