How do I get 5% off my first order?
At checkout simply enter the discount code 'Magic5' and you'll get 5% off your first order!
How quickly will you process and dispatch my order?
All orders placed before 4pm will be processed and dispatched the same working day (any orders placed over the weekend will be sent on Monday, unless it is a bank holiday, when they will be sent on Tuesday).
How long does delivery take?
Our free (and £1.99) UK Delivery usually takes 1-2 days and 95% of orders are delivered next-day. This is Royal Mail first-class, so in unusual scenarios delivery can take a few days longer.
We also offer guaranteed next-day, insured UK and European courier delivery.
In the UK, DPD offers a next-day (aim) delivery service. This isn't guaranteed next-day but they claim 99.7% of parcels are delivered next-day. We also offer Royal Mail guaranteed next-day delivery service.
Please note that during Royal Mail strikes some customers in some areas are seeing DPD deliveries take two days, and the Royal Mail guaranteed option has been temporarily withdrawn.
Standard European delivery takes 3-10 days.
How much do you charge for delivery?
We offer free worldwide delivery for all orders over £25 (or equivalent in your currency), sent by First Class for UK orders and Express post for European and worldwide orders. If your order is less than that, postage is just £1.99.
Guaranteed next-day before 1pm, insured UK delivery is available from just £3.75, or £5.75 for orders under £25. We also offer 1-day European and 1-3 day worldwide DHL courier shipping.
Can I change my order once I have placed it?
Sure, simply call or email us and tell us the changes you would like to make to your order. If your order hasn’t yet been dispatched we can amend the order before we send it out.
If your order has been dispatched, when it arrives simply return any products you want to exchange/return, without opening them.
If you’ve asked for replacements, we’ll immediately send those to you. A £1.99 second postage fee will apply unless you’ve extended your order to include an additional £25 of products (or equivalent in your currency).
What is your returns policy?
You can return any unopened and unused item within 14 days for an exchange or refund - for example if you ordered the wrong thing, or changed your mind. You'll have to return the products to us at your cost if you'd like to cancel your order and the products are not faulty. Faulty products can be replaced within their warranty period (3 months for batteries, 12 months for chargers), and you won't have to pay return postage costs.
How does your 30 day satisfaction guarantee work?
Our 30 day satisfaction guarantee is designed to give you confidence in your first purchase from us. If on your first purchase from MagicMist you are unsatisfied with the performance of any MagicMist branded item, you can return it within 30 days for a full refund. Only one opened pack of cartridges (with a maximum of 3 cartridges used) can be refunded, but unlimited unopened packs can also be refunded. Our 30 day satisfaction guarantee applies to all MagicMist branded products (cartridges, batteries, chargers, Ego batteries, MagicMist clearomizers (MT3, CE5), MagicMist E-Liquid) but excludes the few products we sell by other brands such as Aspire and Innokin as these products are high-value and not made by MagicMist. Unfortunately we can only accept returns for non-MagicMist branded products (such as Aspire and Innokin products) if these products are faulty or if they are unopened and unused and you contact us within 14 days of receiving them to cancel the order.
How does my warranty work?
In the very unlikely event any batteries stop working within 3 months, or any chargers within 12 months, they can be exchanged for a replacement under your MagicMist warranty. As clearomizers and cartridges are consumable items, our warranty only guarantees them against being dead on arrival, but please do contact us if you have any issues with these and we will help.
Do I need to pay VAT on my order?
If you live in the EU all our prices include VAT. If you do not live in the EU, the price you see excludes VAT which isn't applicable.
Do I need to pay customs duty on international orders?
All orders from countries within the EU do not have to pay any customs VAT or duty if you choose DHL Express shipping. If sent with Royal Mail, you can remove the VAT and Duty from your order to pay it at the border. See here for more details for the EU.
European countries outside the EU and countries in the rest of the world may impose customs fees. If your item is actually held up at customs you would be responsible for the customs fees.
But we ship orders all over the world and haven't yet heard from any customers with customs problems.