UK Based Customer Service Team
UK Based Customer Service Team

Contact Us

At SKYCIG we value our customers and pride ourselves on delivering the best customer service that we can.

We work tirelessly to provide our customers with the best electronic cigarette experience available, delivering excellence with every single interaction.

We look forward to hearing from you,

Customer Service Team

Call Us:

Got a question? Want to place a phone order? We'd love to hear from you. Our dedicated UK based Customer Services line is FREE to call from a BT landline.

Call us on: 0800 0149 355
Customer Services available between 8am
and 8pm, Monday to Friday.

Email Us:

If you would rather email us, you can reach the team at:

A member of the team will reply to you within 24 hours.

Or write to us: SKYCIG Customer Services, PO Box 24043, Edinburgh EH3 1ED

The answer you're looking for may be right here...

Before you get in touch, please check our most common questions and answers
TroubleshootingFrequently Asked Questions

  • Order & Cancellation Policy

    Cancellations & Address Changes: If you place an order on and decide you want to cancel the order or change the address; you must notify our Customer Services Team immediately and we will endeavour to retrieve the order before it is dispatched.
    At SKYCIG, we always aim to dispatch our orders as quickly as we can, in order to give our customers the most efficient service possible. As a result of this, we cannot always guarantee that we will be able to cancel orders or amend addresses on orders, even if you notify us the same day the order was placed.
    To see whether it may be possible to cancel or amend your order, we recommend checking your order status by logging into your SKYCIG Account. This information can be found by clicking on My Account and scrolling down to "Order Information", or you can click here to view your order history.

    If your order status is Processing - Contact our team to cancel your order or change the delivery address.
    If your order status is Awaiting Dispatch - We will be unable to trace your order & will not be able to cancel it.
    If your order status is Shipped - Your order has left our possession and we will be unable to cancel it.

    In the event that it is not possible to alter the address or cancel the order before it has been processed, our Customer Services Team can attempt to make arrangements to recover the order, or have it returned once you receive it.

    Returning for a Refund: All items sold on the SKYCIG (including kits) website are subject to a cooling off period of 7 business days. This means that if you would like to return your order for a refund for any reason, you will be entitled to a full refund on any unopened and unused items purchased within this time period. This 7 working day period begins the day that you receive your order*. In order to qualify for a refund under the 7 day cooling off period, you MUST report your request to our Customer Services Team before the end of the 7 days. Unfortunately we will be unable to accept requests made after this time, unless the item is a Freedom Pack or a Start Pack which can be returned under the 30 Day Money Back Promise. Once your return is authorised, we will provide you with a Freepost label to use when returning your items and send you updates as we receive and process your goods.
    *For tracked items, this will be the day that the tracking states “delivered” on the relevant postal carrier’s website.

    Returning for a Replacement: On very rare occasions a faulty item may slip through our stringent quality checks and make its way out to you. Should you receive one of these, please accept our apologies and notify us immediately via email at (writing "Faulty item" in your subject line) or by calling us on 0800 0149 355.
    At this point, a member of our team will take you through some troubleshooting questions to see if it is possible to resolve the issue at home. If we are unable to solve the problem this way, we will then provide you with a Freepost label in order to return your items.
    In order to be eligible for replacements, your items must be within their warranty period and you MUST notify us of the problem you are experiencing as soon as you notice it. Before we are able to issue a replacement, we request that you send back the faulty item, using a freepost label that we will provide you with. This will allow our Product Analysis Department to put it through our rigorous testing procedures in order to verify and identify the fault. The testing process is usually completed within 5 business days of having received your items and we will send you updates through each stage of the process.

    N.B. Please ensure that you contact our Customer Services Team before you return your items to us. Unauthorised returns may take significantly longer to process or may be returned to sender. In instances where no sender address is provided and we have insufficient details to process the return, items will be destroyed with no replacements or refunds issued.

  • 30 Day Money Back Promise

    SKYCIG is committed to delivering excellent value and a consistently reliable service.

    However, if for any reason you find yourself unsatisfied with your SKYCIG Kit, feel free to return your order within 30 days for a refund.

    In order to do this, connect with our Customer Service Team by email at or via phone at 0800 0149 355. A member of our team will be happy to take you through the steps needed in order to return your items and will provide you with a Freepost Label to affix to your package. To read the full terms of the 30 Day Money Back Promise, please see our Terms & Conditions Page

    Key Terms are as follows:

    • No Refund can be granted more than 30 days after date of receipt.
    • Refunds are only available for Freedom Kits & Start Packs (1 per customer), not for cartridge refills or accessories.
    • Each Freedom Kit is subject to a £10 processing & administrative fee.
    • Each Start Pack is subject to a £5 processing & administrative fee.
    • We cannot provide a refund if the product is damaged and if you did not report this upon receipt.
    • We may refuse the right to a refund if we have provided you with replacement parts prior to your refund request.

    *For tracked items, this will be the day that the tracking states “delivered” on the relevant postal carrier’s website.

  • 30 Day & 1-Year Warranty

    With our commitment to deliver an extraordinary service and a high calibre product, we guarantee to the original buyer that your order is free from defects in material or workmanship for a period of one year from the original purchase date. This warranty applies to the product in normal use and is subject to all product usage documentation. This warranty does not apply to consumable items such as batteries and cartridges.

    Warranty Terms are as follows:

    • The original buyer of SKYCIG products including USB stick charger, USB charging cable, Car Charger, Mains Adaptor, and Charging Case are warranted for a period of 12 months from the date of receipt* and may be repaired or replaced at our discretion up to a maximum of once.
    • SKYCIG Batteries are consumable items and are warranted for 30 days from the date of receipt*. Thereafter extras may be purchased online as needed or desired. Regular replacement of batteries is recommended for best usage results.
    • SKYCIG Cartridge Refills are consumable items and not under warranty.

    *For tracked items, this will be the day that the tracking states “delivered” on the relevant postal carrier’s website.

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