Order Changes & Cancellations
If you need to change or cancel an order after placing it, please contact us as soon as possible. Once an order has entered processing or dispatch, changes may no longer be possible.
We cannot guarantee that an order can be changed or cancelled once it has been placed.
If you need to request any amendment, please contact us immediately with your order number.
Can I cancel my order?
If you would like to cancel your order, please contact us as soon as possible after placing it.
We may be able to cancel the order if it has not already been processed or dispatched. Once an order has progressed too far through our system, cancellation may no longer be possible.
Can I change my order after placing it?
If you need to change an order after it has been placed, please contact us immediately with your order number and the changes requested.
Changes are not guaranteed and depend on whether the order has already been processed, packed or dispatched.
Can I change my delivery address?
If you entered the wrong delivery address, contact us as soon as possible after placing the order.
We may be able to update the address if the order has not already been processed or dispatched. Once the parcel has been dispatched, we are unlikely to be able to change the delivery address.
Can I change items, flavours or quantities?
If you need to change an item, flavour or quantity, please contact us immediately after placing the order.
We may be able to update the order before it is packed, but once it has entered processing or dispatch, changes may no longer be possible.
Can I add items to an existing order?
If you would like to add items to an order that has just been placed, contact us as soon as possible.
We cannot guarantee that extra items can be added once the order has been submitted. In some cases, it may be quicker and easier for you to place a separate order.
What happens if my order has already been dispatched?
If your order has already been dispatched, we are unlikely to be able to cancel or amend it.
In this situation, you may need to wait for the order to arrive and then follow our Returns & Refunds process if applicable.
How quickly should I contact you?
As soon as possible.
Orders placed before 1pm Monday to Friday are usually dispatched the same day, so any request to change or cancel an order should be sent immediately after checkout.
What should I include when contacting you?
To help us deal with your request as quickly as possible, please include:
- Your order number
- Your full name
- A clear explanation of the change or cancellation requested
- Any corrected address or product details where relevant
The more information you provide, the quicker we can review your request.
Need Help?
If you need to request an order change or cancellation, contact us as soon as possible.
Email: Support@theecig.co.uk
Support Hours: Monday to Friday, 9:30am – 4:00pm
You can also use the live chat on our website during support hours.
