We currently deliver to addresses within the United Kingdom only (including Northern Ireland).
We do not deliver to:
BFPO (British Forces Post Office) addresses
1.2 Shipping Options & Timing
We offer the following delivery options:
Standard Delivery (standard)
Estimated delivery times:
Orders placed Monday–Friday before 10pm → Next working day
Orders placed after 10pm → Within 2 working days
Orders placed on weekends → Delivered by Tuesday
Free sample or promotional orders may be shipped via standard delivery (2–4 working days).
1.3 Dispatch & Tracking
Orders are typically dispatched within 1–3 business days
You will receive a dispatch confirmation email with tracking details
Please note: delivery timelines are estimates and not guaranteed.
1.4 Delivery Responsibility
You are responsible for providing accurate delivery details
Risk passes to you once the order has been delivered
If no one is available to receive the delivery:
The courier may leave instructions for redelivery or collection
1.5 Failed Delivery or Non-Collection
If you:
Fail to accept delivery
Fail to collect your parcel
We may:
Charge additional delivery or handling fees
Cancel your order and issue a refund (minus incurred costs)
1.6 Age Verification on Delivery
As our products contain nicotine:
Deliveries may require age verification upon receipt
The courier may request valid ID
Orders may be refused if age cannot be verified
1.7 Delays
We are not responsible for delays caused by:
Courier issues
Weather conditions
High demand
Events outside our control
If your order has not arrived within 5 working days of dispatch, please contact us.
2. Returns & Refunds
2.1 Cooling-Off Period (14 Days)
You have the right to cancel your order within 14 days of receiving your goods.
2.2 Important Exceptions
Due to hygiene and safety reasons:
Opened nicotine products cannot be returned
2.3 Return Conditions
To be eligible for a return:
Items must be unused
Items must be in original packaging
You are responsible for return shipping costs unless the product is faulty.
2.4 How to Return
To initiate a return, please contact us at: cs@qola.com/uk
We will provide return instructions.
2.5 Refunds
If your return is approved:
Refunds will be issued to your original payment method
Processed within 14 days of receiving the returned goods
We may withhold the refund until goods are received or proof of return is provided
3. Faulty or Incorrect Products
If your order is:
Damaged
Faulty
Incorrect
Please contact us as soon as possible.
We may offer:
Replacement
Refund
Repair (where applicable)
Return shipping for faulty items will be covered by us.
4. Complaints
If you have any concerns, please contact us:
Email: cs@qola.com/uk
We aim to resolve complaints within 14 days.
5. Your Legal Rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations.
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.
