Frequently Asked Questions

Below we've collected our customers most common questions and answered them. If you're still stuck, you can contact us by e-mail or phone and we'll do our best to help!

Most Frequently Asked Questions

  • What is a SKYCIG?

    A SKYCIG e-cigarette is a device that simulates the act of tobacco smoking by producing an inhaled vapour which bears the same physical sensation, appearance and flavour of inhaled tobacco smoke, but without the strong odour or harmful chemicals (SKYCIG cartridges contain a dose of nicotine, water and edible flavourings). SKYCIG is comparable to traditional cigarettes in terms of size and feel, with each piece being put through extensive testing to ensure quality prior to customer use.

  • What ingredients are in SKYCIG cartridges?

    SKYCIG cartridges contain nicotine, propylene glycol (a water-based ingredient found in many health products, medicines, foods and drinks), as well as common natural and artificial flavourings. For more detailed information on our ingredients, please contact our Customer Services Team.

  • What are the effects of nicotine in a SKYCIG?

    Nicotine effects include stimulation, alertness, and a feeling of relaxation/calmness, all of which can last from minutes to hours. Nicotine is considered an addictive substance, however few studies have been conducted into the effects of nicotine when absorbed through a means other than tobacco smoking. Many experts in the area believe that although nicotine could have minor links to some health issues, the risks are dramatically smaller than that of tobacco smoking.

  • How long does each cartridge last?

    Each SKYCIG cartridge contains the equivalent nicotine to around 30 traditional cigarettes. Life span of cartridges can vary depending on smoking frequency and length of inhalation.

  • How do I know when my SKYCIG is being overused?

    After taking several puffs, your SKYCIG battery will flash twice and then cut out if it has been overused. This is a safety mechanism designed to ensure that the battery and atomiser do not overheat. If this occurs, please unscrew the battery from the cartridge and allow the parts to cool for 15 minutes.

  • Does a SKYCIG produce actual smoke?

    SKYCIG vapourises a liquid solution into a mist similar to the way a humidifier vapourises water for inhalation. This mist, an odourless vapour, looks and feels like tobacco smoke but dissipates in just a few seconds.

  • How can I receive support from the company?

    Our number one priority at SKYCIG is keeping you happy. You can receive support any time by contacting our customer service team in the following ways:

    Email: support@skycig.co.uk
    You should receive a response within 24 hours

    Phone: 0800 0149 355
    Available 8am-8pm, Monday-Friday

    We'll be happy to help.

  • Where can I smoke SKYCIG?

    As SKYCIG does not contain tobacco, it can be smoked in areas where cigarette smoking bans are in place. This includes locations such as bars, restaurants, cafés, and offices (note: if in doubt, check with the location manager before using).

    Travelling abroad with SKYCIG? Different countries have different laws and rules about electronic cigarettes. If you’re unsure of the rules around ecigs in the country you’re travelling to; we recommend that you check with your airline and also with the customs office of the country you’re going to.

  • How much does shipping cost and how long does it take?

    Once you have placed your order, you will receive an email confirming your full order details. Following this, we will send you a second email letting you know when your items have been dispatched. This email will give you details of how you can track your package (if applicable). Tracking information can also be found in your SKYCIG Account.

    Full details of the delivery services we offer are as follows:

    Location Order Value Services Available Delivery Charge Tracking Available Estimated Delivery Time
    Mainland UK Less than £45 Royal Mail Tracked 48 £3.99 Yes 2-3 business days
    £45 - £249 Royal Mail Tracked 48 Free Yes 2-3 business days
    £250 and over DHL Express Free Yes 1-2 business days
    Scottish Highlands, Islands & Northern Ireland Less than £45 Royal Mail Tracked 48 £3.99 Yes 2-4 business days
    £45 - £249 Royal Mail Tracked 48 Free Yes 2-4 business days
    £250 and over DHL Express Free Yes 1-2 business days
    Outside of UK Less than £100 Royal Mail 2nd Class £4.99 No Up to 10 days (location dependant)
    £100 and over DHL Express £4.99 Yes 2-3 business days (location dependant)

    Service information:

    Royal Mail Tracked 48
    This is a tracked service provided by Royal Mail. Tracking information can be found in your dispatch confirmation email or in your SKYCIG account. Once you have received your dispatch confirmation email, you can expect to receive your package within 2-4 business days depending on location. Please note that Royal Mail do advise this service can take up to 6 business days. A signature is not required for receiving items delivered using this service.

    Royal Mail 2nd Class
    This is an untracked service provided by Royal Mail. Once you have received our email confirming dispatch of your package, your items may take up to 10 business days to reach their destination, depending on location. All packages are shipped from the UK. A signature is not required for receiving items delivered using this service.

    DHL Express
    This is a tracked service provided by DHL Courier Services. Once your order has been dispatched, you will receive an email giving details of your tracking number. You can expect to receive your items 1-3 business days after having received your dispatch email depending on your location (all items shipped from the UK). You will be required to sign for the package on arrival.

    For more details on our delivery services, please feel free to contact our Customer Services Team.

  • How often should I replace my batteries?

    To ensure you continue to enjoy the best SKYCIG experience possible, we recommend regular replacement of these items for optimum performance. We recommend you replace your batteries every 2-4 months (depending on usage) to ensure that you are getting the most out your cartridges and maintaining the best quality SKYCIG experience.

SKYCIG

  • What is a SKYCIG?

    A SKYCIG e-cigarette is a device that simulates the act of tobacco smoking by producing an inhaled vapour which bears the same physical sensation, appearance and flavour of inhaled tobacco smoke, but without the strong odour or harmful chemicals (SKYCIG cartridges contain a dose of nicotine, water and edible flavourings). SKYCIG is comparable to traditional cigarettes in terms of size and feel, with each piece being put through extensive testing to ensure quality prior to customer use.

  • How does a SKYCIG work?

    When you start puffing on a SKYCIG, the airflow is detected by a sensor, which activates the lithium battery. This then activates a heating element that vapourises the nicotine solution stored in the mouthpiece. At the same time, the LED light at the end of the battery is activated at the tip to show that the devise is in use. The mouthpiece then releases simulated "smoke" which delivers the vapourised nicotine and flavouring solution.

    Watch the How to Use a SKYCIG video.

  • Does a SKYCIG produce actual smoke?

    SKYCIG vapourises a liquid solution into a mist similar to the way a humidifier vapourises water for inhalation. This mist, an odourless vapour, looks and feels like tobacco smoke but dissipates in just a few seconds.

  • Where can I smoke SKYCIG?

    As SKYCIG does not contain tobacco, it can be smoked in areas where cigarette smoking bans are in place. This includes locations such as bars, restaurants, cafés, and offices (note: if in doubt, check with the location manager before using).

    Travelling abroad with SKYCIG? Different countries have different laws and rules about electronic cigarettes. If you’re unsure of the rules around ecigs in the country you’re travelling to; we recommend that you check with your airline and also with the customs office of the country you’re going to.

  • Is SKYCIG healthier than traditional cigarettes?

    Traditional cigarettes contain tar, toxins, and over 4000 chemicals; by contrast, SKYCIG contains only a small dose of nicotine, the level of which depends on your chosen strength, delivered in the form of vapour.

  • What are the effects of nicotine in a SKYCIG?

    Nicotine effects include stimulation, alertness, and a feeling of relaxation/calmness, all of which can last from minutes to hours. Nicotine is considered an addictive substance, however few studies have been conducted into the effects of nicotine when absorbed through a means other than tobacco smoking. Many experts in the area believe that although nicotine could have minor links to some health issues, the risks are dramatically smaller than that of tobacco smoking.

  • Why are SKYCIG electronic cigarettes better than other brands?

    The SKYCIG brand has been voted the best e-cigarette in the UK market, not only because of our unique flavours but also because of our exclusive charging and carry case. This special case (included with the Freedom Kit and available in Accessories) charges the batteries on the go and allows you to carry additional cartridges with you.

    In addition, with SKYCIG you have the opportunity to be part of the SKYCIG community and have your say in how we grow and develop our brand to suit you. You can give us your feedback and opinions on Facebook or Twitter, as well as catching up with us on our Blog. These are just a few of the reasons that thousands of people choose SKYCIG; why not take a look at some of our customer testimonials to see what other customers think.

  • Is SKYCIG cheaper than tobacco cigarettes?

    Yes! SKYCIG is about 80% cheaper than tobacco cigarettes. One sleeve of our cartridges costs around the same as a pack of 20 cigarettes, so when you consider there are 5 cartridges in a sleeve (and each cartridge is equivalent to more than 30 cigarettes), it adds up to a lot of money. We always aim to provide an affordable alternative to tobacco cigarettes. You can use the Savings Calculator on the homepage to find out how much you could save.

Cartridges

  • What cartridge flavours are available?

    We have a wide range of flavour cartridges to choose from, all of which can be purchased here on our website. Our SKYCIG cartridge page allows you to browse through our full selection whether you like a traditional tobacco taste or maybe something sweeter. Better yet, why not try all of our flavours and decide for yourself which tastes best. Whatever your choice, we're confident you won't be disappointed!

  • What ingredients are in SKYCIG cartridges?

    SKYCIG cartridges contain nicotine, propylene glycol (a water-based ingredient found in many health products, medicines, foods and drinks), as well as common natural and artificial flavourings. For more detailed information on our ingredients, please contact our Customer Services Team.

  • What nicotine level is found in a cartridge?

    Our cartridges come in 3 different strengths, allowing our customers to enjoy nicotine levels that suit their preferences. The strongest strength is "Bold" with 18mg of nicotine, followed by a 12mg "Regular" strength (the amount closest to that found in a traditional cigarette) and a 6mg "Light" strength. The cartridges you receive in a Freedom Kit are all "Regular" strength.

  • How long does each cartridge last?

    Each SKYCIG cartridge contains the equivalent nicotine to around 30 traditional cigarettes. Life span of cartridges can vary depending on smoking frequency and length of inhalation.

  • When do I need to replace a cartridge for a new one?

    If you're not sure whether the cartridge is finished or not, try using it with a fully charged battery: if the LED light glows normally, but the cartridge produces no vapour, then it's time to move on to a new one.

    To do so, carefully unscrew the used cartridge and dispose of it; then hold the SKYCIG battery with one hand and screw in a new cartridge of your choice. That's it!

    Watch the Replacing Cartridges and the How to Assemble videos.

  • Can I change a half used cartridge if I want to try another flavour?

    Yes you can. If you like a few of our flavours and want to have a couple cartridges on the go at the same time, it is absolutely fine to swap flavours half way through. However, please ensure that you store your half used cartridge in your charging case with the mouthpiece pointed upwards to avoid any possible leaks. We also recommend that you hold on to and replace your freshness sticker and rubber cap to avoid any damage to the cartridge.

  • Do the cartridges have a use by date?

    We recommend using your cartridges within 3 months of purchase to get the optimum SKYCIG experience. For best results, please ensure you store your cartridges upright in a cool, dry place.

  • Why are there tiny droplets of liquid inside the packet?

    Occasionally cartridges can leak a very small amount in transit if they have been particularly roughly handled. When we send you items, we try to minimise the risk of this happening by posting your cartridges in a bubble wrap lined postage bag. We fill all of our cartridges to capacity with liquid and in most cases, minor leakage will not affect the quality or lifespan of cartridges. If this occurs, simply dry off any excess liquid before use the dry cartridge as normal.
    If you have any concerns about your cartridges, please do not hesitate to get in touch with our Customer Services Team.

NRG

Ordering

  • Who can order SKYCIG products?

    SKYCIG is intended for existing smokers aged 18 years or older. You must be in possession of a valid Visa or MasterCard Credit Card, or a Visa Debit Card, in order to purchase SKYCIG products.

  • Can I order SKYCIG products offline?

    Yes you can! Use our Stockist Locator to find a shop that stocks SKYCIG close to you. Please note that some stockist do not carry the full range, we recommend checking what's available before travelling to the shop.

    If you can't find a stockist nearby, get in touch with our Customer Services Team so that we can see if it's possible to get SKYCIG in your area.

    You can also order via telephone 24 hours a day, 7 days a week. Call 0800 014 93 55 and select option 1 to place an order with our team.

  • What should I purchase for my very first order?

    For your first order we recommend that you start off with a Freedom Kit and perhaps one extra pack of cartridges as the Kit comes with only one sampler sleeve of 5 cartridges in assorted flavours (all of which are 12mg "Regular" strength).

    Learn more about the Freedom Kit.

  • How do I place an order?

    Ordering from our website is secure and fast. Here's a quick guide to placing an order with us:

    1. First, from our home page, use the SKYCIG Kit, Cartridge Refills & Accessories tabs in the navigation bar to browse our products. Select the items you would like and hit the "Add to Basket" button.
    2. You should then see the items appear in the Shopping Basket on the right hand side of your page.
    3. Once you've finished selecting items, click the My Shopping Basket link at the top of the page, or hit the Show Basket button on your right hand Shopping Basket preview window.
    4. Review your order details on the Basket Page and make adjustments if you wish: increase or reduce quantities by changing the number in the "Qty" line and then clicking on "Update". You can remove items from your basket by clicking on the red delete "X".
    5. Once you are satisfied with the items in your basket, scroll to the bottom of the page and hit "Checkout Securely".
    6. If this is the first time you've ordered with us, you'll need to fill out the form on the Checkout Page. If you have already registered, click the "login" button at the top of the page.
    7. Now complete your order by selecting a shipping address (if different from your billing address) adding your credit card or debit card details, and click on "Place Order Now". Sometimes it can take a moment for the payment to process, so please do not click again unless prompted to, as this can risk multiple payments or orders in error. Following your purchase, you will receive an email with your order confirmation.
    8. Your package will be dispatched within 2 business days and then delivered to you via Royal Mail or DHL. Once your order is shipped, an email will notify you and provide you with a tracking number (tracking numbers only available for UK orders or international orders over the value of £100GBP).
  • How does a coupon code work?

    Through our mailers, Facebook, Twitter and other media we often send out promotional coupon codes. You can redeem a Coupon Code by entering it in the coupon code box at the bottom of the Basket Page and then hitting submit. You should then see the discount applied, and your Subtotal adjusted accordingly. Please note that you can only use one coupon code per order.

    If for any reason your code does not work, double check that the coupon code has not expired and that you entered the right characters, or try logging in if you already have an account with us, as some coupons can only be redeemed after you are logged in. If a coupon problem persists, simply contact us at support@skycig.co.uk or on 0800 0149 355 and we will be happy to help.

Shipping

  • Where does SKYCIG ship?

    Typically we ship throughout the United Kingdom, Ireland, and continental Europe. A full list of available countries can be found in a drop-down list, in the "Add New Address" section of your SKYCIG account.

  • When will my package be dispatched?

    We always aim to dispatch orders within 2 business days of them having been placed. Usually we manage to beat this target and orders are typically dispatched the same day or the next business day. The time and day that you place your order can have a bearing on how quickly we are able to dispatch your package. We recommend placing orders early in the week, in the morning for speediest delivery as these usually have the shortest dispatch time. Orders placed on a Friday evening or over the weekend may not be dispatched until the coming Monday.

    During busy periods or peak seasons, we may experience unforeseen delays. In these instances, we will always attempt to notify customers of any delays on the Checkout Page before orders are placed, or via e-mail.

  • How much does shipping cost and how long does it take?

    Once you have placed your order, you will receive an email confirming your full order details. Following this, we will send you a second email letting you know when your items have been dispatched. This email will give you details of how you can track your package (if applicable). Tracking information can also be found in your SKYCIG Account.

    Full details of the delivery services we offer are as follows:

    Location Order Value Services Available Delivery Charge Tracking Available Estimated Delivery Time
    Mainland UK Less than £45 Royal Mail Tracked 48 £3.99 Yes 2-3 business days
    £45 - £249 Royal Mail Tracked 48 Free Yes 2-3 business days
    £250 and over DHL Express Free Yes 1-2 business days
    Scottish Highlands, Islands & Northern Ireland Less than £45 Royal Mail Tracked 48 £3.99 Yes 2-4 business days
    £45 - £249 Royal Mail Tracked 48 Free Yes 2-4 business days
    £250 and over DHL Express Free Yes 1-2 business days
    Outside of UK Less than £100 Royal Mail 2nd Class £4.99 No Up to 10 days (location dependant)
    £100 and over DHL Express £4.99 Yes 2-3 business days (location dependant)

    Service information:

    Royal Mail Tracked 48
    This is a tracked service provided by Royal Mail. Tracking information can be found in your dispatch confirmation email or in your SKYCIG account. Once you have received your dispatch confirmation email, you can expect to receive your package within 2-4 business days depending on location. Please note that Royal Mail do advise this service can take up to 6 business days. A signature is not required for receiving items delivered using this service.

    Royal Mail 2nd Class
    This is an untracked service provided by Royal Mail. Once you have received our email confirming dispatch of your package, your items may take up to 10 business days to reach their destination, depending on location. All packages are shipped from the UK. A signature is not required for receiving items delivered using this service.

    DHL Express
    This is a tracked service provided by DHL Courier Services. Once your order has been dispatched, you will receive an email giving details of your tracking number. You can expect to receive your items 1-3 business days after having received your dispatch email depending on your location (all items shipped from the UK). You will be required to sign for the package on arrival.

    For more details on our delivery services, please feel free to contact our Customer Services Team.

  • How do I track my order?

    Please note that only orders placed for UK delivery addresses, or international orders over the value of £100GBP will be provided with a tracking number. Once you have placed your order you should receive two emails from us in turn. Firstly you will receive a confirmation email letting you know we have received your order request and that we are processing your items. Secondly you will receive a dispatch email once your order has been sent: in this email, you will be provided a tracking number and a link to the relevant postal carriers website. This information is also avaiable in your SKYCIG Account.

  • I live outside the UK, what about customs and import duty?

    If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes. When you place an order with SKYCIG, any customs or import charges levied on your package must be paid by yourself. Please contact your local customs office for further information prior to placing your order.

Charging

  • How do I charge the SKYCIG battery?

    You can charge your battery by using our freedom charging case or a USB stick charger. Fully charging a battery usually takes around 1.5 hours to complete.

    Charging with the Freedom Charging Case:

    Important: Please remember to ensure that the charging case is unplugged before beginning to charge your batteries.

    1. Push a depleted SKYCIG battery into the charging slot until it clicks into place. The charging slot is the second slot from the right, or fourth slot from the left.
    2. The light on the tip of the battery will flash briefly to indicate a correct connection. Meanwhile the side of the case will show a steady blue light when the battery is charging.
    3. When charging is complete, the blue light on the side of the case will flash slowly for five minutes and then go out.

    N.B: When you push your battery into the charging slot, if the red light on the side of the case flashes quickly for a couple of seconds instead of the blue light coming on, this means that your Charging Case requires charging.


    Charging with a USB Stick Charger:

    1. Screw the depleted battery in the USB Stick Charger and then plug into your computer, or use the Mains Adaptor to plug into the wall.
    2. The tip of the battery will flash briefly to verify the connection and a red light will show on the USB Stick charger to indicate the charge is in progress.
    3. Once charging is complete, the light on the USB Stick charger will change from red to green and the battery is ready to be used.

    To keep your batteries long lasting, please follow the below battery care instructions:

    1. Always ensure that your battery is fully depleted before you begin to charge it. A depleted battery is indicated when the tip of the battery flashes quickly for around 10 seconds.
    2. Always ensure that the charge has fully completed before disconnecting the battery from the charger.
    3. Unplug the battery from the charger as soon as you know that the charge is complete, do not leave batteries charging over night.
    4. If you would like to store a fully charged spare battery in the charging slot of the Freedom Charging Case, pull the battery upwards slightly once charging is complete to ensure that the battery is disconnected.

    To learn more, watch the Charging the Battery video.

  • How long does it take to fully charge a SKYCIG battery?

    On average a fully depleted battery will take around one and a half hours to recharge completely.

    Watch the Charging the Battery video.

  • How long should a SKYCIG battery last between charges?

    A fully charged SKYCIG battery should last approximately one and a half hours if in constant use. For an average user this means that a fully charged battery will usually last anywhere between half a day to a full day. Battery life varies depending on usage. To maximise the lifespan of your batteries, please follow these battery care instructions:

    1. Always ensure that your battery is fully depleted before you begin to charge it. A depleted battery is indicated when the tip of the battery flashes quickly for around 10 seconds.
    2. Always ensure that the charge has fully completed before disconnecting the battery from the charger.
    3. Unplug the battery from the charger as soon as you know that the charge is complete, do not leave batteries charging over night.
    4. If you would like to store a fully charged spare battery in the charging slot of the Freedom Charging Case, pull the battery upwards slightly once charging is complete to ensure that the battery is disconnected.
  • How do I know when a SKYCIG battery needs recharging?

    If your battery is depleted, when you try to take a puff, your SKYCIG battery will flash quickly for around 10 seconds if it needs to be recharged.

    Watch the Charging the Battery video.

  • How do I charge the Freedom Charging Case?

    To charge the Freedom Charging Case:

    1. First ensure that there is no battery in the charging slot of the case
    2. Then, connect the charging cable to the side of the case and then plug it to a computer or wall socket if using the Mains Adaptor.
    3. The red light on the side of the case will go on to indicate that charging has begun. Charging will usually take around 4 hours.
    4. Once charging is complete, the red light will flash slowly for five minutes and then go out.
    5. Unplug the case from the power source and disconnect the charging cable, now your charging case is ready to go and you will be able to charge your battery up to 4 times on the go.

    To ensure a long lasting charging case, please follow the below charging case care instructions:

    1. Always ensure that your case is fully depleted before you begin to charge it. A depleted case is indicated when upon inserting a battery into the charging slot whilst the case is unplugged, the red light on the side of the case flashes quickly for a couple of seconds and then goes out.
    2. Always ensure that the charge has fully completed before disconnecting the case from the power source.
    3. Unplug the case from the power source as soon as you know that the charge is complete, do not leave the case charging over night.
    4. If you would like to store a fully charged spare battery in the charging slot of the Freedom Charging Case, pull the battery upwards slightly once charging is complete to ensure that the battery is disconnected.

    Watch the Charging the Case video.

  • How do I know when the case needs recharging?

    If you think your charging case may have run out of charge, here's a quick test that will help you to confirm.

    1. Take a depleted battery and push it into the charging slot in the case until it clicks.
    2. If the red light on the side of the cases flashes quickly for a few seconds and then goes out, this means that your charging case requires charging.
    3. Remove the battery from the slot before connecting the case to a power source.

    Watch the Charging the Case video.

  • What is the difference between the red light and the blue light on the charging case?

    The red light is a charge indicator for the battery inside the charging case.

    The blue light is the charge indicator for the cigarette battery
    A quick way to remember this is: blue tip on the cig battery = blue light on the case.

  • How often should I replace my batteries?

    To ensure you continue to enjoy the best SKYCIG experience possible, we recommend regular replacement of these items for optimum performance. We recommend you replace your batteries every 2-4 months (depending on usage) to ensure that you are getting the most out your cartridges and maintaining the best quality SKYCIG experience.

Usage and storage

  • How do I know when my SKYCIG is being overused?

    After taking several puffs, your SKYCIG battery will flash twice and then cut out if it has been overused. This is a safety mechanism designed to ensure that the battery and atomiser do not overheat. If this occurs, please unscrew the battery from the cartridge and allow the parts to cool for 15 minutes.

  • Why is my SKYCIG battery flashing?

    Your SKYCIG battery may start flashing for any of the following reasons:

    1. The battery has been correctly connected to a charging source (flashes 3 times)
    2. Following a puff, the battery needs to be recharged (quick flash for 10 seconds)
    3. Following several puffs, the battery has been overused (flashes twice)
  • How do I assemble a SKYCIG?

    Please follow these simple steps:

    1. Choose one of the flavours in the cartridge sleeve.
    2. Remove the freshness seal and the plastic cap from the cartridge.
    3. Screw the cartridge into battery until secure.

    Watch the How to Assemble video.

  • How do I smoke a SKYCIG?

    Using a SKYCIG is very similar to smoking a traditional cigarette. However, because of its electronic components, we suggest you follow these simple practices:

    1. Hold the cigarette at a slightly downward angle to ensure the atomiser is coated in liquid.
    2. Begin with a couple short, light puffs and then gradually progress into longer, smooth puffs. With a SKYCIG, you do not need to draw as strongly as you would on a cigarette. For best results, draw slowly and lightly, allowing vapour to gradually fill your mouth, then inhale.
    3. Avoid drawing too hard or too fast, as you will not produce significant vapour.

    Watch the How to Use a SKYCIG video.

  • How do I store a fully assembled SKYCIG?

    We recommend you store your assembled SKYCIG in the right-most slot inside your charging case or pack, with the battery tip facing downwards.

Post purchase

  • How can I cancel or amend my order?

    If you place an order on SKYCIG.co.uk 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.

  • What do I do if I need to return an item?

    Returning for a Refund: All items sold on the SKYCIG website (including kits) 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 support@skycig.co.uk (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 be issued.

  • How does the 30 Day Money Back Promise work?

    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, please get in touch with our Customer Services Team who will provide you with instructions on how to return your items. To read the full terms of the 30 Day Money Back Promise, please see our Terms & Conditions Page

  • What are the warranties on SKYCIG products?

    Our warranties are valid for any items that are purchased here on the SKYCIG website and also those bought from an authorised SKYCIG stockist or retailer. Please note that our warranties are only valid for the person who original purchased the goods. The warranty period for each of our products are as follows:

    1. The USB stick charger, USB charging cable, Car Charger, UK Mains Adaptor, EU Mains Adaptor and Freedom Charging Case are warranted for a period of 12 months from the date of receipt*.
    2. SKYCIG Batteries are consumable items and are warranted for 30 days from the date of receipt*. We always recommend replacing your batteries every 2-4 months, depending on how often you use them.
    3. SKYCIG Cartridge Refills are consumable items and are not under warranty.
    4. *For tracked items, this will be the day that the tracking states “delivered” on the relevant postal carrier’s website.

Account information

  • How do I create an account?

    You can create an account in one of two ways:

    1: When placing your first order, add all the items you wish to purchase to your basket and proceed to the checkout page. Fill in the name and address form on the checkout page and enter your payment details. Once complete, hit the "Place Order Now" button. You will receive an email confirming your registration. (We will not store your payment details - only your name and address).

    2: Click "Login" at the top right of the home page, followed by the "Register" link. Simply follow the instructions on the screen and fill in your details. Once you have registered you will receive an email confirming you account details.

  • How do I manage my account?

    Once you've registered, you can manage your account at any time by clicking on My Account at the top right of the page. In your account, you can do the following:
    Account Information and Email Preferences: Manage your email and password, and select which emails you'd like to receive from us.
    Billing Information: Manage your Billing Address details.
    Delivery Information: Manage your Delivery Address details.
    Address Book: If you have multiple address you wish to use, manage those details here.
    Points Summary: Check your Crown Points balance or refer a friend to SKYCIG.
    Order Information: Review your previous orders

  • How do I change my existing password?

    IIf ever you wish to change your password, simply login to your account, click on Account Information. Tick the "Change Password" box and then type a new password twice and save. Your new password will be in effect immediately.

  • What should I do if I forget my password/login details?

    If you have forgotten your password
    Click Login at the top right-hand side of the homepage. Then, click the Forgot your password? link underneath the login box. Simply enter your email address and hit "Submit" and password reset instructions will be emailed to you.

    If you have forgotten your login details
    Please get in touch with our Customer Services Team at support@skycig.co.uk or on 0800 0149 355. They will be able to let you know the email address you registered with after answering some security questions

Company information

  • How can I receive support from the company?

    Our number one priority at SKYCIG is keeping you happy. You can receive support any time by contacting our customer service team in the following ways:

    Email: support@skycig.co.uk
    You should receive a response within 24 hours

    Phone: 0800 0149 355
    Available 8am-8pm, Monday-Friday

    We'll be happy to help.

  • How can I subscribe to the company's newsletter?

    When you create an account with SKYCIG you will automatically be subscribed to our newsletter. If you are registered and still do not receive our newsletter, check for it in your Junk or Spam email folder.

    If you still do not receive our Newsletter, our Customer Services Team will be happy to help.

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