Troubleshooting

THE STARTER KIT

I have received a faulty item

On very rare occasions there may be a manufacturing defect in the cigarette battery or charging case. Should you receive one of these, please accept our apologies and notify us immediately via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it (writing "Faulty item" in your subject line) so that we can resolve the situation right away. A representative should reply to you within 24 hours.

One item is missing in my package

As each package is individually prepared and shipped by our fulfillment team, it may happen on very rare occasions that an item is missing. Should this happen to you, please accept our apologies and notify us immediately via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it (writing "Missing item" in your subject line) so that we can resolve the situation right away. A representative should reply to you within 24 hours.

I need a different adaptor

Our Starter Kit comes with a UK adaptor that allows you to charge your SKYCIG case in any UK wall socket. If you live in another country, you can purchase an adaptor for UK plugs in any online shop selling electronics, or at the duty free shops in international airports. Also remember that you don't necessarily need an adaptor, as you can charge your SKYCIG case from your computer at any time (using the USB cable provided in our Starter Kit).

I haven't received my order

All orders are dispatched from SKYCIG within 2 business days and once dispatched, Royal Mail or DHL then delivers packages within 6 business days (however orders placed on Fridays ensure longer delivery times as our fulfillment centre does not operate on weekends).

If 8 business days have passed and you still haven't received your order, first double check that you have received both an order confirmation email and shipping confirmation email from us; if not, contact us immediately at This e-mail address is being protected from spambots. You need JavaScript enabled to view it . A representative should reply to you within 24 hours.

If you have received the order and shipping confirmations, then check the shipping address details saved in your account. If you notice a mistake, please follow one of the following steps:

1: Orders supplied with Tracking Numbers: If undelivered, your package will be retained at your local Royal Mail sorting office for 21 days before being returned to us. If unsure of where your local depot is located, contact 0845 605 0767 to obtain the full depot address, where you will need to collect within the 21 day period. For DHL deliveries, call 08442 480 844 and supply your tracking number to their representative; lines are open 24 hours a day (note: we are unable to reship orders once they are listed as 'delivered' under Royal Mail's or DHL's tracking system). If the delivery company has returned the item to us, please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it and let us know. A representative should reach out to you within 24 hours.

2: Orders without Tracking Numbers: Please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it and a representative should reach out to you within 24 hours.

If your shipping details were correct, then please follow one of the following steps:

1: Orders supplied with a Tracking Number: check the tracking number provided in your shipping confirmation to see if you can locate the package that way; delays may simply be due to high traffic, especially during peak seasons such as Christmas.

2: Orders without a Tracking Number: Please first enquire at your local post depot to make sure a package with your name has not been left there for collection. If this is unsuccessful please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it where a representative should reply to you within 24 hours.

We apologise in advance for any delays you encounter in receiving your order. If none of the above instructions help you and you still haven't received your package after 2 weeks, please notify us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and our representative will be happy to help.

CHARGING THE CASE

The cigarette case does not charge properly

Whenever you want to charge a SKYCIG, remember this simple rule: the cigarette case always charges first, and the cigarette battery charges second; ensure that no battery is in the case when it is charging.

To charge the case, connect it to a computer or wall socket using the USB cable (and Adaptor in the case of a wall socket); the case will only charge properly if your computer is on and the blue light on the USB connector is illuminated. Charging will then complete after about 2 hours, at which time the blue light will go out.

Importantly, if you wish to charge the case while your computer is in sleep mode, you'll need to set up your USB port's power options accordingly.

Watch Charging the Case video.

The USB light won't go out

The USB cable allows you to charge the SKYCIG case on your computer or on any UK wall socket via the Adaptor; and a blue light on the USB connector illuminates to show that the case is indeed charging. If the light does not go out after 2 hours, try wiggling the connector. If the problem persists, please notify us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it so that we can resolve the situation right away.

CHARGING THE BATTERY

My cigarette battery is not charging properly

Whenever you want to charge a SKYCIG, remember this simple rule: the cigarette case always charges first, and the cigarette battery charges second. You MUST follow this sequence if your battery is to be properly charged.

Once the case is fully charged, unplug it from the computer or wall socket and screw a depleted SKYCIG battery into the charging slot on the right hand side; the light on the battery will flash 5 times. Meanwhile the side of the case will show a steady red light when the battery is charging, and a flashing red light, flashing roughly once every 5 seconds, when the battery is fully charged (after about 60 minutes).

Watch Charging the Battery video.

The battery tip is flashing

Your SKYCIG battery may start flashing for any of the following reasons:
1. The battery has been correctly screwed into the case's charging slot (5 flashes).
2. Following a puff, the battery needs to be recharged (30 flashes); Watch Charging the Battery video.
3. Following several puffs, the battery has been overused (15 flashes); simply slow down your smoking intervals whenever this occurs.

If the problem persists, and is not resolved by the suggestions above, please notify us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it so that we can resolve the situation right away.

I can't get the battery out of the cigarette case

You will find 2 batteries in your cigarette case: to remove them, turn the left battery counter-clockwise and lift it out of the charging slot, and simply pull the battery on the right upwards. Note this second battery comes with a rubber ring: this can be removed anytime, but remember that without it the second battery can become stuck in the slot; for this reason we recommend using the right-most slot only to store your fully assembled SKYCIG.

CIGARETTE ASSEMBLY

My cartridge is loose when attached to the battery

Ensure that when you screw the battery and cartridge together, the screw threads of each piece are aligned; then hold the battery in one hand and screw the cartridge on in a clockwise motion. Once the cartridge is tightly screwed the two pieces will be flush with each other leaving a gold band at the connection point.

If your cartridge will not screw tightly, the thread may be damaged on either your battery or cartridge. Try using a different cartridge but if the problem persists please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it where a representative should reply to you within 24 hours.

USING AND STORING SKYCIG

My SKYCIG is producing little or no vapour

There are 3 reasons why your SKYCIG may be producing little or no vapour:

1. The cigarette cartridge is used up and needs to be replaced; watch Replacing Cartridges video.
2. The cigarette battery is weak and needs to be recharged (you'll know because the battery tip will flash 30 times); watch Charging the Battery video.
3. You are taking short and fast puffs instead of long and smooth ones; to learn how to use SKYCIG properly, watch Using and Storing SKYCIG video.

My SKYCIG battery is getting really hot

Your SKYCIG is designed to be touch-sensitive in order to increase the ease of inhaling; consequently if you are in a windy environment the electronic cigarette may activate on its own and overheat. To prevent this, always store your SKYCIG in its protective case and try to avoid carrying it around in your hand, behind your ear, or in your pocket.

Also, on occasion the cigarette battery may get hot due to overuse (puffing too frequently in a very short period); in this case the problem can be corrected by simply slowing down your smoking intervals.

The cartridge is leaking

The cartridge will only leak if you are not smoking or storing it properly. If you are new to SKYCIG, take 2 or 3 short puffs prior to taking full puffs as this will ensure the cartridge works correctly; we highly recommend you watch using and storing SKYCIG video before usage.

As a general rule of thumb, keep these helpful hints in mind in order to prevent leakage:
1. Tilt the battery slightly downwards when smoking your SKYCIG.
2. Do not inhale hastily or overuse your SKYCIG; take smooth easy puffs instead.
3. Store your SKYCIG in the right-most slot inside the case, battery tip pointing down. Be sure to keep your case in a dry cool place, avoiding direct sunlight or heating sources.

Very occasionally you may have a faulty cartridge causing a leak to begin. If you suspect your cartridge may be faulty, or is leaking a large amount of liquid, please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it where a representative should reply to you within 24 hours.

REPLACING CARTRIDGES

I want to change my cartridge but I am only halfway through it

If you want to change flavour, but have not finished your existing cartridge this is absolutely fine. Simply ensure that the half-finished cartridge is stored correctly in one of the slots on the left of your charging case, mouthpiece facing upward. We also recommend that you hold onto the plastic cap and freshness sticker that came with the cartridge so that you can reapply these in between use. This will ensure that the cartridge is stored correctly.