We ship heated tobacco sticks and devices from a warehouse inside the European Union. Because the parcel never leaves the customs union, there is no clearance step and nothing to pay on receipt.
Processing
Orders are accepted every day, including weekends. Processing takes 2 to 3 business days — that is the time between your payment clearing and the parcel being handed to the carrier. You receive a tracking number as soon as it leaves us.
Shipping options and cost
| Option | Transit time | Cost |
|---|---|---|
| Standard | 7–14 business days | €20 |
| Express | 3–8 business days | €25 |
Transit time depends on the destination country; the exact window for your address is calculated at checkout. Processing time is separate from transit time — add both when you are working out when a parcel will arrive.
Where we deliver
We ship to 22 countries in the European Union. Both options above are available to every one of them, at the same price:
- Austria
- Belgium
- Bulgaria
- Croatia
- Czech Republic
- Denmark
- Estonia
- Finland
- France
- Germany
- Hungary
- Italy
- Latvia
- Lithuania
- Luxembourg
- Netherlands
- Portugal
- Romania
- Slovakia
- Slovenia
- Spain
- Sweden
We do not ship outside the European Union, so the United Kingdom, the United States, Canada and Switzerland are not served. Inside the EU, five countries are also outside our network: Cyprus, Greece, Ireland, Malta and Poland. We cannot make exceptions for any of these destinations.
Customs and duties
Shipments inside the EU carry no additional charges on receipt — no import duty, no clearance fee, no handling charge. The price you pay at checkout is the final one.
Warranty
All devices carry a 6-month warranty. Within that period we repair covered faults or replace the affected parts free of charge; shipping the device to us and back is at the customer’s expense.
A device that arrives faulty — dead on arrival — is replaced outright once we have received it back. Beyond that, the warranty does not cover damage the buyer caused: liquid ingress, drops, cracked housings or broken parts.
One practical note that prevents most warranty claims: clean the device on the schedule the manufacturer sets out. Residue around the heating element is the single most common cause of a device that stops reaching temperature, and it is not a manufacturing fault.
Payment
Payment is taken at checkout before the order enters processing. Sticks are sold by the box of 10 packs; eight TEREA flavours are also sold as a single pack of 20. Prices shown on every product page already include VAT. An order has to reach €76 in goods — one box, or ten packs in any combination.
If something goes wrong
Write to us with your order number. Tracking that has not moved for several days, a parcel marked delivered that has not arrived, or a device that will not power on — all of these are worth raising early rather than waiting out the full transit window. Contact details are on the Contacts page.