Help, Delivery & Returns

If you can't find what you need below, get in touch: we answer messages seven days a week.

Age checks

British Mist is an 18+ retailer, and it is an offence to buy nicotine products for anyone under 18.

You confirm your age twice: when you arrive on the site, and when you order.
We check ID at the door. Orders around Bournemouth, Christchurch and Poole are delivered by us, and we work Challenge 25, the same rule as any shop counter. Look under 25 and we ask for photo ID: a driving licence or a passport, and nothing else. Can't show one, and the order comes back with us and you're refunded in full.
Posted orders rest on the confirmation you gave at checkout. We can cancel any order we're not satisfied about and refund it in full.
We don't keep your ID: we look at it and hand it straight back. Nothing is photographed, scanned or stored.

Delivery & shipping

We ship to UK addresses only. We do not deliver outside the United Kingdom, and an order with a non-UK delivery address cannot be completed at checkout.
Same-day delivery around Bournemouth, Christchurch and Poole. Order before 4pm and we bring it to you ourselves that day. It isn't posted and it isn't a courier: it's us.
Free UK delivery on orders over £24 (£3.95 under that, posted).
Our own van delivers within 20 miles of the shop, free on orders over £20, £3.00 under that.
Same-day dispatch: order by 4pm, Monday to Saturday, and it leaves the same day.
Orders below the free-delivery threshold are charged a small flat rate, shown at checkout.
We dispatch Monday to Saturday. Orders placed after 4pm, or on a Sunday, are sent the next working day.

Where your order is

We email you as soon as your order leaves us, so you know it's on its way. If it hasn't turned up when you expected it, contact us and we'll chase it up for you.

Returns & refunds

We want you to be happy with your order. If something isn't right, here's how it works:

Unopened items can be returned within 14 days of delivery for a refund, provided they're sealed and unused.
E-liquids, pods and coils are sealed for hygiene and safety. Once that seal is broken they can't be returned unless the item is faulty.
Faulty or incorrect items will be replaced or refunded in full, including return postage.

To start a return, email sales@britishmist.co.uk with your order number and we'll take it from there. This doesn't affect your statutory rights.

Payment security & fraud prevention

Card payments are processed by Worldpay. Your card details are entered directly into the payment provider's own secure field. They never reach our servers, and we never store them.

Every order is also checked on our side before any payment is taken:

Prices are recalculated on our own server from our catalogue, so what is charged cannot be altered in the browser.
Delivery addresses are validated as UK addresses. We ship to the UK only, and a non-UK address is refused at checkout.
Age confirmation is enforced on our server, not only in the browser.
Payment confirmations are cryptographically verified, so an order is only ever recorded against a genuine, completed payment.
Duplicate payments are rejected, so a single payment can never be recorded twice.
The site is served entirely over HTTPS with strict transport security enforced.

We also use the fraud prevention and screening tools built into the Worldpay platform.

Contact us

Questions about an order, a product, or anything else? We're glad to help.