Menu
Cart 0

F.A.Q’s

Have a question about OK E-Cigs or electronic cigarettes in general?

Our Information Hub should answer any questions you have about our e-cigarette products and how to use them, however if you have any general questions about us or our website you should be able to find  answers below. If you have any questions that are not covered here, please do not hesitate to contact us.

 

Important Battery Safety Information

Only use a USB charger that is 1 Amp with an output of no more than 5v to charge your OK rechargeable e-cigarette. Please do not use a mobile phone or 2.1 Amp USB charger. If you are in any doubt about the specification of a USB charging adaptor, please contact the manufacturer to confirm.

Please follow the guidelines below:

  • Do not leave the battery charging unattended or overnight.
  • When the battery is fully charged you must always take it off charge. The LED on the end of your battery will go off when it is fully charged. Please do not charge for any longer than 3 hours.
  • Do not place a battery next to mobile phones, e-readers or magnetised objects.
  • Do not attempt to charge a battery that has been dropped or damaged.
  • Do not attempt to charge with a modified charger or modify the battery.
  • Do not disassemble the battery.
  • Do not attempt to charge with a damaged charger or adaptor.
  • Do not dispose of a battery in fire or water.
  • Only use the battery to USB adaptor supplied with the product. Do not use another manufacturer’s products.
  • Do not leave batteries in direct sunlight or in places where temperature can rise suddenly.
  • Do not expose your battery to very high or low temperatures.
  • Do not charge your device in your car in very hot/ humid weather.
  • Always recharge the battery if full discharged.
  • Always charge on a hard surface.
  • If your battery is exposed to water do not continue to use it.
  • Please store in a dry place.
  • Please clean terminals and battery contacts with tissue or alcohol wipes once a week.
  • Exercise caution whilst charging abroad, as mains voltages vary. Some countries may also experience sudden power surges.
  • Do not carry batteries in a pocket or bag where they are in direct contact with metal such as coins or keys.

If you are in any doubt, please contact us for additional advice.

General E-Cigarette FAQ’s

Please visit the OK E-Cig Information Hub for answers to any product related questions

 

Customer Accounts

How do I create an account with you?

You can create a customer account in order to save your details for faster checkout next time. Visit the My Account page to set one up. When you sign up for an account, you will be eligible for our Loyalty Rewards Scheme, giving you discounts on future orders.

Is it safe to save my card details on your checkout?

Provided you are logged into your account, you can save your card details for faster checkout in future. We do not hold these details. They are saved via Sage Pay’s highly secure token system.

Will my other details be kept safe?

All your details will be saved securely and we will never pass your details on to any other party. Please read our Privacy Policy before placing an order or setting up an account with us.

How do I use your loyalty system?

Our loyalty system gives you one point for every pound you spend when logged into your account. Once you reach 100 points you’ll get 10% off your next order! Click here for a guide to viewing your points balance and exchanging them for a discount code.

 

 

Placing an order

How do I place an order with you?

Head to our online shop and click ‘Add To Cart’ on any products you wish to purchase. If you are new to e-cigarettes and would like help with which products to purchase, you may find the following articles helpful: What e-cig nicotine strength should I use? What are the different types of e-cigarette available?

Can I order over the phone?

Ordering online is very easy but if for any reason you are unable to do this, please call us between 8:30am & 5pm Monday-Friday and we can process an order for you.

Why do I need to verify my age?

Due to new regulations, we are now required by law to verify the age of every one of our customers. We are strongly committed to ensuring that anyone who purchases our products is over the age of 18 and our system will check your details against various sources of information such as the electoral roll, UK passport details, utility data and credit information to ensure they are correct. Please make sure that your billing details match your official registered name and address. On occasions, the system may not be able to match your details (this is often when you have recently moved or changed your name) and will ask you to contact us. Either call or email us and we will manually verify your details for you. The system will only check your details once, provided it can find a match and your details will not be stored (except for where you have created an account with us and saved your name and address details) or shared with any other party. Please note that if the system checks your credit details it will leave what is called a ‘soft footprint’ – this simply means that you are able to see that we have accessed your name, address and date of birth but will in no way affect your credit score and will not be visible to any other person or company apart from yourself. The soft footprint will show the company name ‘Halco Products Ltd’.

 

Delivery Information

How much will delivery cost?

We send all our OK E-Cig orders for FREE (UK only) via First Class Post. Royal Mail Guaranteed next day delivery is available Monday to Thursday on orders placed before 2pm at a charge of £7.15.

How long will my order take to arrive?

98% of orders received before 2pm monday-friday are received the next day, however this is not a guaranteed service and we accept no liability for orders that take longer to arrive. Please visit the Shipping Information page for details on other delivery options and shipping times.

Do you sell to customers outside of the UK?

Unfortunately we do not currently sell or send our products outside of the UK

 

Returns & Complaints

What do I do if I have a problem with an item?

If you experience any issues with an item, please contact us and we will aim to get back to you within 24 working hours (our opening times are Mon-Fri, 8-5).

Can I return items?

If an item you have received is faulty then we will request for the item to be returned and it will be replaced, provided the issue is not due to user error. As e cigarette products are consumable we are unable to refund or replace items that are not faulty.

What do I do if my order hasn’t arrived?

Free 1st Class Delivery

Please wait 5 working days after your order has been dispatched (you will receive a ‘completed order’ email when it has been sent). If it still hasn’t arrived, please contact us and we will do what we can to resolve this for you. We will be unable to take any action prior to the above timescale as 1st class post is not a guaranteed next day service and can take up to 5 days to arrive.

Next Day Delivery

If you have paid for next day delivery, please note that you MUST order before 2pm for it to be dispatched the same day, as stated on our checkout page. If your order hasn’t arrived and you have paid for this service, please contact us and we will be able to track your delivery for you.

Please note: You must contact us within 2 weeks if an order hasn’t turned up. We regret that we are unable to take any action after this time.

How can I make a complaint?

If you have a complaint about our products or service, please do contact us and we will endeavour to resolve any issues for you.

 

Product Guarantees

How long should an OK E Cig battery last and what is your guarantee?

You can expect a K1 E-Cig battery to last between 8-12 months and a K2 battery to last between 12 and 15 months, depending on heaviness of use and how well you look after your battery. Please visit this page for maintenance advice.

If your battery fails and it is under 12 months old, please contact us and we will replace it for you.

CUSTOMER ACCOUNTS

You can create a customer account in order to save your details for faster checkout next time. Visit the My Account page to set one up. When you sign up for an account, you will be eligible for our Loyalty Rewards Scheme, giving you discounts on future orders.

All your details will be saved securely and we will never pass your details on to any other party. Please read our Privacy Policy before placing an order or setting up an account with us.

By creating an account you automatically get to take advantage of our loyalty points scheme.

With the OK E Cig loyalty scheme you’ll collect one point for every pound you spend when logged into your account. Once you reach 100 points you’ll get 10% off your next order! Click here for a guide to viewing your points balance and exchanging them for a discount code.

PLACING AN ORDER

You can order directly through the website or give us a call to place an order if you prefer to speak to someone. Please note that our lines are open between 8:30am and 5pm Monday to Friday.

To order online:

  • Go to our online shop or choose a category from the main menu at the top of the website
  • Select your items and click ‘Add to Cart’
  • Click on the Cart icon on the top right of the website
  • If you’re happy with the items in your cart, click on the Checkout button
  • Follow the directions to make payment and place your order

If you’d like to order over the phone please call us on 0870 609 3379

We are strongly committed to ensuring that anyone who purchases our products is over the age of 18, in compliance with UK law. Our system will check your details against various sources of information such as the electoral roll, UK passport details, utility data and credit information to ensure they are correct.

Please make sure that your billing details match your official registered name and address. On occasions, the system may not be able to match your details (this is often when you have recently moved or changed your name) and will ask you to contact us. Either call or email us and we will manually verify your details for you as soon as possible. The system will only check your details once, provided it can find a match and your details will not be stored (except for where you have created an account with us and saved your name and address details) or shared with any other party. Please note that if the system checks your credit details it will leave what is called a ‘soft footprint’ – this simply means that you are able to see that we have accessed your name, address and date of birth but will in no way affect your credit score and will not be visible to any other person or company apart from yourself. The soft footprint will show the company name ‘Halco Products Ltd’.

DELIVERY INFORMATION

We dispatch all UK orders completely FREE! This is via Royal Mail 1st Class Post.

Please note that this is not a guaranteed next day service.

If you would like guaranteed next day delivery, we offer this service between midnight on Sundays until 2pm on Thursdays at a cost of £7.15. Please note that you must place your order before our cutoff of 2pm if you would like next day delivery, otherwise it wont be dispatched until the following day. Please select the option at checkout if you would like next day delivery.

We aim to dispatch all orders the same day when received before 2pm Monday to Friday. We find that most often, orders are received the next working day after dispatch however, as stated above, the free delivery option is not a guaranteed service and can up to 3 days. If you need fast delivery, please select the next day delivery option at checkout.

Please visit the Shipping Information page for more information.

DATA PROTECTION & SECURITY

We are dedicated to ensuring our customers details are kept safe and secure and will never share your details with another third party, except by your express permission.

Please ensure that you read our Privacy Policy and Terms & Conditions before setting up an account and/or placing an order.

Provided you are logged into your account, you can save your card details for faster checkout in future. We do not have access so or hold these details. They are saved via Sage Pay’s highly secure token system. You can find out more about Sage Pay here.

Please be careful online and always ensure you are on the genuine OK E Cig website and that a padlock icon like the below shows in the address bar if you are sharing any personal details:

​​

We will only ever send you promotional emails if you have agreed to receive them by ticking a box on checkout or signup, or filling out the signup boxes found on the popup or in our website footer. We send 1-2 emails per week with our latest product launches or promotions and you can unsubscribe from these at any time using the link at the bottom of one of our emails or by contacting us and requesting to be removed from our email lists.

Login here to manage your account and view previous orders.
If you don't already have an account, register below to take advantage of the following benefits

  • Collect loyalty points with every order to exchange for discounts. Collect 1 point per £ and get 10% off when you reach 100 points!
  • Save your address and personal details to quickly and easily place future orders
  • View the status of an order and your order history
  • Securely save your card details

Log In Manage your account and see your orders