Shipping Policy

We currently ship within the United Kingdom only.

Due to regulatory restrictions on nicotine products, we do not offer international shipping at this time.

• Shipping costs are calculated at checkout based on your order and delivery method
• We may offer free shipping promotions on qualifying orders (where stated on the website)

All applicable delivery charges will be clearly displayed before you complete your purchase.

• Orders are typically processed within 1–3 business days after payment confirmation
• Orders are not processed on weekends or public holidays

During periods of high demand, processing times may be slightly longer.

Estimated delivery times:

• Standard Delivery: 2–4 business days
• Express Delivery: 1–2 business days

Please note:

• Delivery times are estimates and not guaranteed
• Delays may occur due to external factors such as weather, carrier issues, or high demand

Once your order has been dispatched:

• You will receive a shipping confirmation email
• A tracking number will be provided – Track your order

You are responsible for providing accurate delivery details.

If delivery fails due to:

• Incorrect address
• Failed delivery attempts
• Failure to collect from pickup point

We may:

• Charge additional delivery fees
• Cancel and refund your order (minus incurred costs)

As our products contain nicotine and are restricted to adults:

• Delivery may require age verification upon receipt
• The courier may request valid ID
• If age verification fails, the parcel may be returned and additional fees may apply

We are not responsible for delays caused by circumstances beyond our control, including:

• Carrier disruptions
• Weather conditions
• Public holidays
• Regulatory or customs delays

If delays occur, we will do our best to keep you informed.

In some cases, your order may be shipped in multiple packages.

If this happens:

• You may receive multiple tracking numbers
• Items may arrive separately

If your tracking shows “delivered” but you have not received your package:

• Please check with neighbours or safe locations
• Contact the carrier directly
• If the issue is unresolved, contact us at cs@qola.com

We will assist in opening an investigation where appropriate.

Orders can only be modified before dispatch

Once shipped, we are unable to change:

• Delivery address
• Items in the order

Please contact us as soon as possible if you need to make changes.

If you have any questions about shipping, please contact us:

Email: cs@qola.com