Frequently Asked Questions
Got a question? We've got you covered. Browse our most common queries below.
Orders & Payments
What payment methods do you accept?
We accept all major credit and debit cards, as well as other payment methods available at checkout.
Can I amend or cancel my order after placing it?
We process orders quickly, so please contact us as soon as possible if you need to make changes. We'll do our best to help before your order is dispatched.
Shipping & Delivery
Do you ship to the UK and EU?
Yes — we ship across the UK and EU. Delivery times and rates vary by destination and are displayed at checkout.
How long will my order take to arrive?
Standard delivery times are shown at checkout based on your location. You'll receive a tracking notification once your order has been dispatched.
Will I be charged customs or import duties?
Orders within the UK and EU are generally not subject to additional duties. For specific queries, please contact us before ordering.
Products
What heated tobacco devices do you stock?
We carry a curated range of premium heated tobacco devices, tobacco sticks, and accessories from leading brands. Browse our collections to see the full range.
Are your products genuine?
Yes — all products sold on ukheatproducts.store are 100% authentic and sourced directly from authorised suppliers.
Are heated tobacco products suitable for me?
Our products are intended for adult consumers only (18+). Heated tobacco products contain nicotine and are not risk-free. If you are a non-smoker, we do not recommend using these products.
Returns & Refunds
What is your returns policy?
We accept returns on unopened, unused products within 14 days of delivery. Please contact us to initiate a return.
What if my item arrives damaged or faulty?
We're sorry to hear that. Please contact us within 48 hours of receiving your order with photos of the issue and we'll resolve it promptly.
Account & Support
Do I need an account to place an order?
No — you can check out as a guest. However, creating an account lets you track orders and manage your details more easily.
How do I contact customer support?
You can reach us via our contact page. We aim to respond to all enquiries within 1 business day.