Hi Gavin, thanks for taking the time to leave us a review. We're sorry to hear you haven't received your order yet. We can confirm it's only been 2 working days since we dispatched your order. Please note that the delivery selected was free Royal Mail 48, which is not a guaranteed next-day delivery service. In most cases, these orders arrive within 2 working days, but in some cases it can take longer. Rest assured, your order will arrive soon, and you can track it using the tracking information provided via email. Best Regards - ET Team
“I can't get in touch to tell you that my order ET6677464-762 arrived with 2 bottles of e liquid short. I'm in my seventies and can't send pictures. you need a phone line.”
Hello, thanks for taking the time to leave us a review. We're sorry to hear you appeared to have a couple of missing bottles of e-liquid in your last order. After checking our records, we couldn't find any previous contact from you regarding the missing items, nor have we requested any photographs. Our customer care team manages all enquiries via email, and you can contact us by submitting a ticket through the Help Desk on our website. Please get in touch with our team through the Help Desk, and we'll be happy to assist you further. Best Regards - ET Team
Hi John,
Thank you for taking the time to leave a review. I am very sorry to hear that you are disappointed with your experience.
I have asked our Customer Support Team to reach out to you directly so we can get this issue resolved. You should receive an email from them shortly.
Best regards, ET Team
“Excellent product, impressed with the ease of use and how quickly I forgot about cigarettes. Great choice of products, something for everyone.
Have put my second order in and would highly recommend this company to anyone wishing to break the ciggy habit plus save money. Thanks”
Hi Dayana, thanks for taking the time to leave us a review. We're sorry to hear your order took longer to arrive than you expected. Upon checking your tracking, I can see your order was delivered within 2 working days. It was dispatched via free Royal Mail 48 post on Thursday, 27th of August, and delivered today, Tuesday, 1st of September. Please note that Monday, the 31st of August, was a bank holiday and Royal Mail doesn't operate on this day. We thank you for your understanding and patience. Best Regards - ET Team
Hi Shukri, thanks for taking the time to leave us a review. We're sorry to hear your order took longer to arrive than usual. Due to Royal Mail restrictions, certain areas have to be sent via Royal Mail 48 delivery. They aim to deliver within 48 working hours, but in rare cases it can take up to 7 working days. Upon checking your tracking, we can see your order took 5 working days and was successfully delivered on Saturday 25th of July. We thank you for your patience and understanding. Best Regards - ET Team
Hi Diana, thanks for taking the time to leave us a review. We're sorry to hear you haven't received your order yet. Upon checking your tracking, we can see your order was attempted to be delivered on Wednesday, 15th of July, and Thursday, 16th of July. Your order will be attempted for delivery today. If your order hasn't arrived after the post has been delivered tomorrow (21st July), please get in touch with us via the Help Desk. We'll be able to provide further assistance. Best Regards - ET Team
Hi Larysa, thank you for taking the time to leave us a review. We're sorry to hear you haven't received your order. After reviewing your order, we can see it was placed after our dispatch deadline on Wednesday, July 1st, so it was dispatched the following day, Thursday, July 2nd. We've checked the tracking information, which shows that DPD attempted to deliver your parcel on Friday, July 3rd, at around 18:00, but unfortunately they were unable to complete the delivery. As deliveries for this service are made Monday to Friday, the next delivery attempt is scheduled for today, Monday, July 6th, between 13:50 and 14:50. Rest assured, your order will be with you soon. If you require further assistance, please get in touch with us via the Help Desk. Best Regards - ET Team
“I waited almost a week for delivery and only now have I received my item. My Deva, or rather, the box, was missing the film and looked like it had already been used. I charged it, and it's been a full hour now, and it's not charging. The charge indicator is still at 1. I would like to replace this item. I'm not completely satisfied with my order. I've ordered the same Deva several times before, and everything was fine the previous times. But something went wrong with this order, and I received a damaged or defective item.”
Hi Hanna, thanks for taking the time to leave us a review. We're sorry to hear about the issues you encountered. Due to Royal Mail restrictions, certain areas have to be sent via Royal Mail 48 delivery. They aim to deliver within 48 working hours, but in some cases it can take longer. As your order was placed after our cut-off time on Friday, it was dispatched on Saturday, and your order was delivered on Wednesday. We're also sorry to hear about the problem with your device. One of our Customer Service Team members has now contacted you via email to help resolve this for you. Best Regards - ET Team
Hello, thanks for taking the time to leave us a review. We’ve just come across your review, and we’re sorry you had trouble getting in touch with us. We would also like to extend our sincere condolences. One of our team members has now contacted you via email to help resolve this for you as soon as possible. Kind Regards - ET Team
Hello, thanks for taking the time to leave us a review. We're sorry to hear you had a quality issue with your nicotine pouches. We can confirm that the stock we currently hold is in date, and a member of our team has contacted you via email to provide further assistance. Best Regards - ET Team
“Although I was told I would receive an instruction manual I didn’t. It was my first time using this type of product and it would’ve been better for my experience if I had received instruction on how to use it, especially as I had paid for the product on the understanding it would come with instructions.”
Hi Anthony, thanks for taking the time to leave us a review. We're sorry to hear you didn't receive an instruction manual with your device. If you're having trouble using your device and need assistance, please get in touch with our team via the Help Desk on our website. One of our team members can help you further. Best Regards - ET Team
Hi Andrii, thanks for taking the time to leave us a review. We're sorry to hear you didn't receive your order. There appears to be some confusion, as our team is currently in contact with you via email to resolve this matter. We are currently awaiting your response to confirm your delivery address so we can arrange a replacement. We'd like to clarify that we have not indicated that a re-dispatch or refund would not be provided. Please get back to us at your earliest convenience. Best Regards - ET Team
Hi Leslie, thanks for taking the time to leave us a review. We're sorry to hear you're having some difficulty with some of your Vuse products. Please note that we are not Vuse ourselves; we are a stockist of their products. Unfortunately, we haven't received any communication from you regarding this issue. However, one of our Customer Service Team has now contacted you via email to provide further assistance. Best Regards - ET Team
“Have bought several batteries over the months and every now and then they are faulty, trying to get a firm response without going around the houses is impossible, then you have to submit a ticket and give reference numbers why? They are faulty why can’t I just send them back for you to test them and just replace them, I’ve now just ordered 2 more replacement batteries at my expense Again. Unhappy customer add a photo of what!”
Hi Karen, thanks for taking the time to leave us a review. We're sorry to hear you had some issues with your batteries. I've checked our system, and unfortunately, we haven't heard from you regarding this issue. You can easily contact us by submitting a ticket through our Help Desk. Your ET reference number is required so we can locate your order, and it allows us to provide a more efficient service. We offer a Freepost returns service for products that are suspected of being faulty. Once returned and confirmed faulty, we can arrange for a replacement to be sent out. Best Regards - ET Team
“Absolutely horrible customer experience. I been leaving 100+ pounds with you every month for the last 4 years and when i reach out to support to change delivery address I'm told i have to wait 4 weeks for refund or the product to be re-shipped. Im disgusted with this. I have already submitted an inquiry with trading standards. James was not at all helpful and dismissive from the get-go. I will be taking my business elsewhere, moving forward and will make it as unpleasant for you people as humanly possible. Absolutely shocking. I'm very disappointed.”
Hi Mateusz, thanks for taking the time to leave us a review. We're sorry to hear this. I've checked your order information and can see you requested an address change 2 days after your order was dispatched. Address changes must be reported immediately before dispatch, as they cannot be updated once handed over to the delivery partner. After reviewing your correspondence, I can confirm that James followed our correct procedures. Our policy states that orders with an incorrectly provided address will be returned to us within 4 weeks. Once it is returned, we can offer either a free re-dispatch or a refund. Please note that we cannot be held accountable for the miscommunication of your delivery address. We'd recommend deleting any old addresses from your account to prevent any future problems. We appreciate your understanding. If you have any further questions, please get back in touch with us. Best Regards - ET Team
Hi Kim,
We have looked into this with our Customer Support Team, and it appears the ticket you submitted had a misspelt email address. This is the reason you did not receive a response.
Our Support Team have resolved this and has reached out to you.
Best Regards - ET Team
“I've used this company a few times cause prices are very good and arrive on time. Now they tell you that an order is arriving on a certain date and it doesn't arrive. No updates, nothing. Just lost a customer.”
Hello, thanks for taking the time to leave us a review. We're sorry to hear you haven't received your order yet. I've checked your order details and can see the postage selected was standard Royal Mail 48 post. Please note this is not a guaranteed next-day service, and it has only been two working days since dispatch. We mention on our delivery page that if you are ordering to BFPO, the Channel Islands, Northern Ireland, or the Scottish Highlands and Islands, please allow extra time for delivery. We've checked your tracking and can see there was an update today, Monday, 3rd of November. Your tracking number is - IV726001475GB, and you can view the tracking here - https://www.royalmail.com/track-your-item. Rest assured, your order will be with you soon. Best Regards - ET Team
Hi Carole, thanks for taking the time to leave us a review. We're sorry to hear that you're having trouble with a product and are experiencing difficulty contacting us. I can confirm the easiest way to get in touch with us is by submitting a ticket via the Help Desk on our website. However, one of our team members has now emailed you directly. We'll have this resolved for you as soon as possible. Best Regards - ET Team
Hi Raimonda, thanks for taking the time to leave us a review. We're sorry to hear you're having trouble with your IQOS ILUMA ONE kit. After checking our records, we couldn't find any prior communication from you regarding this matter. Please note that we do offer a Freepost returns service for products that may be faulty, which can be arranged by contacting us directly. Please get in touch with us via the Help Desk on our website, and one of our team members will be able to help you with this. Best Regards - ET Team
