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OtherUpdated 2 years ago

I received notification that a refund has been processed, when will i receive it?

Please allow 1-2 working days for refunds clear into your account (original form of payment). If you still havent received you refund after this time, please contact us. 

Why did I get sent an age verification request?

Because our products contain nicotine we require you to be 18+ years of age to purchase from us. 

The reason we require age verification is because we are committed to operating in a responsible and trustworthy manner, which involves doing everything we can do to keep our products in the hands of adult smokers and vapers aged 18+.

After making your first order we may take additional steps to verify that you are aged 18 years or over before we supply any products to you. This will be in the form of a SMS or email with a link to our identification verification service provider who will check it against public sources of information to deliver confirmation of your identity and age.

In order to verify your identity, we may also require you to provide demographic information (such as gender and birth date) and additional personally identifiable information (such as your passport number, driving licence number or Medicare membership number) which may be used by our identity verification service provider to verify your details. This information is checked against secure independent data sources in order to help verify identity.

In some cases, we may need to ask for further information in order to verify your age. If this is necessary, we will contact you to explain why.

Failing age verification will mean you cannot complete a purchase.

All information we collect from you for verifying your age will be used, held and disclosed by us in accordance with our Privacy Policy.

Once completed and validated, your order will be processed and picked up by the next available courier van to your delivery address.

If your age verification is not completed in 48 hours, your order will be cancelled and refunded in full to ensure you get your money back as soon as possible.

If your age verification is not successful, we will notify you via email. 

This could be due to

1) The name used in your order does match the legal name on your identification

2) A typo in the verification process

If you think this is in error and would like to retry the verification we can

1) Resend a new link (please advise us if the "Ship To" name in your order requires a change.)

2) Manually verify your age by emailing us a copy of your ID to [email protected]

For further information please refer to our terms of service and privacy policy.

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