Customer Help
Straight answers on delivery, payment and returns — and a WhatsApp number that a real person answers.
Ordering and delivery
Orders and Shipping
Dubai: within 2 hours of order confirmation, subject to traffic. Sharjah, Ajman, Abu Dhabi, Al Ain, Fujairah, Ras Al Khaimah and Umm Al Quwain: within 24 hours. We dispatch 10:00 to 23:00, seven days a week including Fridays.
Free on orders of AED 350 and above. Below that, a flat AED 30 anywhere in the UAE. No handling, packaging or fuel surcharges. See the Shipping & Delivery Policy.
No. You can check out as a guest. Creating an account only saves your address so reordering is quicker.
Message us on WhatsApp at +971 56 389 8101 as soon as you can. If the driver has not been dispatched we will just update it.
Through WhatsApp. We confirm every order on that thread and message you again when the driver is on the way. Reply any time to ask where your order is.
No. Payment is taken on delivery, so no card number is ever entered on this website or stored by us. See our Privacy Policy.
We deliver to all seven emirates and Al Ain. We do not ship outside the UAE.
Yes. We hold our own stock and dispatch each order complete from one location, so everything arrives together.
If something is wrong with your order
Returns and Exchanges
We replace or refund items that arrive damaged, faulty or incorrect. We cannot accept change-of-mind returns on nicotine products, e-liquids or disposables, because once a sealed product leaves us we cannot verify how it has been stored and we will not resell it. Full terms: Returns & Refund Policy.
Message us on WhatsApp within 24 hours with a photo of what arrived. We will send the correct item on the next delivery run and collect the wrong one at the same time, at no cost to you.
Tell the driver if you notice at the door — the simplest fix is that it goes straight back with them. Otherwise message us within 24 hours with photos or a short video. Most claims are approved the same day without needing the item returned first.
Usually not. Photos are normally enough to approve a claim. Where we do need an item back, our driver collects it — you are never asked to pay postage.
WhatsApp +971 56 389 8101, 10:00 to 23:00 daily. It is the fastest route and the one we monitor most closely.
Yes, free of charge, at any point before the driver sets off — just reply on the WhatsApp thread. Once a driver has left you can still refuse the order at the door at no cost.
Message us straight away. If the order has not left we will correct it. If it is already out for delivery we will redirect the driver where that is possible.
Often yes. We hold stock that is not always listed on the site, and we can usually tell you when a line is due back. Message us with the product name and we will check.