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)
7. Age Verification on Delivery
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
8. Delays Outside Our Control
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.
9. Split Shipments
In some cases, your order may be shipped in multiple packages.
If this happens:
You may receive multiple tracking numbers
Items may arrive separately
10. Lost or Missing Packages
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/uk
We will assist in opening an investigation where appropriate.
11. Order Changes
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.
12. Contact Us
If you have any questions about shipping, please contact us:
Email: cs@qola.com/uk
ADULTS ONLY
This website contains nicotine products intended for adults 18 years of age and older only. Please ensure you are 18 years of age or older to continue.
