How long will it take for my order to be dispatched?
Your order will usually be dispatched within one working day with Royal Mail. Depending on which shipping option you choose, your order should arrive within five working days. If you use First Tracked post and order before 12:00pm Mon-Fri, your order will be dispatched the same day.
How will I know my order has been received?
You will receive a confirmation email to let you know when your order has been received and is being processed by our team.
What will my package look like?
All our orders are packed in discreet and secure packaging.
Where do you deliver to?
Please be aware that efficiency does vary between different countries’ postal services. The following is a rough guide to how long your order should take to arrive:
UK: 1-4 working days
Europe: 4-7 working days
USA / Canada: 7-14 working days
Rest of world: 7-20 working days, depending on location
Do you offer free postage?
We currently offer free postage on all UK orders over £42. This offer is currently exclusive to our UK customers, but we aim to expand it to other territories in the near future.
Do you sell other things not on your website?
We have a separate store for other smoking products. www.lifeisbalance.co.uk
Where do you get all your photos from?
All photos featured on our website have been taken in our studio of real products.
Terms and Conditions
If you wish to return your item you must contact us to let us know within 14 days of receiving your item along with the reason for the return. To be eligible for a return, your item must be unused and in the same condition that you received it and in the original packaging. All returns must be received within 14 days of notification and should be sent to: Returns, 156 Devonshire Street, Sheffield, S3 7SG.
You will be responsible for returning your item to us. If it is a high value item we recommend sending it recorded delivery. Shipping costs from returned items are non-refundable.
If you receive a damaged or faulty item please let us know as soon as possible and provide a description and photos of the fault. You are eligible for a refund for 30 days after receiving the item if it is faulty. We will also pay the return postage costs in the case of faulty goods.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within seven days of notification.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account and credit card company and ensure 7 days have passed since we notified you of the refund.
If you’ve already done this and you have still not received your refund yet, please contact us at firstname.lastname@example.org