So we know that you’re busy enough with living life and generally being awesome. As a result, at blu™ we make it our mission to ensure that if you do need to get in touch, you can do it how you want to and when you want to.

The blu Customer Services Team

Give us a call

Got a question? Fancy placing your order over the phone? Just give us a call. Our Edinburgh-based team is free to call from a BT landline & selected mobiles (check with your operator).

Call us on:
+44 (0) 800 0149 355
You can reach us between 9am and 5pm, Monday to Friday.

Email us

Send us a message at:

We’ll get back to you within
24 hours.

Live support

Look for the “Live Support” blue tab on the left across our website to chat with a member of our customer service team.
9am-5pm, Mon-Fri.
Chat now

The good old fashioned way

blu Customer Services
PO Box 24043

Got something to return to us?

blu-ecigs (UK)
Returns Product Analyst Dept.
Unit C
2 Clifton Trading Estate
EH28 8TP

The answer you're looking for may be right here...

Before you get in touch, why not check out our most common questions first?
Frequently Asked Questions >Troubleshooting >

  • Cancellations, Order Amendments and Returns Policy

    Cancellations and Order Amendments

    If you place an order on our website and decide you want to cancel it or change the address, you must notify our Customer Services Team immediately and we'll try to retrieve the order before it's dispatched.

    At blu, we always aim to dispatch orders as quickly as we can to give our customers the most efficient service possible. Because of this, we can't always guarantee we can cancel orders, or amend addresses on orders – even if you notify us the same day you order.

    To see whether it's possible to cancel or amend your order, we recommend checking your order status. To do that, log in to your blu account, click on My Account and scroll down to "My Orders". Or you can click here to view your order history.

    If your order status is "Processing" - contact our team and we'll attempt to cancel your order or change the delivery address.
    If your order status is "Awaiting Dispatch" - we'll be unable to trace your order and will not be able to cancel it.
    If your order status is "Shipped" - your order has left our warehouse and we'll be unable to cancel it.

    If it's not possible to alter the address or cancel the order before it has been processed, our Customer Services Team can try to recover the order, or have it returned once you receive it.

    Returning for a Refund

    All items sold on the blu website (including kits) are subject to a cooling-off period of 14 calendar days. So, if you'd like to return your order for a refund for any reason, you'll be entitled to a full refund on any unopened and unused items purchased within this time period. This 14-day period begins the day you receive your order.*

    To qualify for a refund under the 14-day cooling-off period, you MUST report your request to our Customer Services Team before the end of the 14 days. Unfortunately, we'll be unable to accept requests made after this time, unless the item is a Pro Kit, Premium Kit or Starter Kit which can be returned under the 30-Day Money Back Promise.

    Once your return is authorised, we'll 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 to you. If you receive one of these, please accept our apologies and notify us immediately via email at: (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's possible to resolve the issue at home. If we're unable to solve the problem this way, we'll provide you with a Freepost label so you can return your items for testing and analysis.

    To be eligible for replacements, your items must be within their warranty period and you MUST notify us of the problem you're experiencing as soon as you notice it. Before we're able to issue a replacement, we request that you send back the faulty item using the Freepost label we'll provide you. This will allow our Product Analysis Department to put it through our rigorous testing procedures to verify and identify the fault. The testing process is usually completed within five business days of having received your items and we'll send you updates at 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 issued.

  • 30-Day Money Back Promise

    blu is committed to delivering excellent value and a consistently reliable service. However, if for any reason you find yourself unsatisfied with your blu Pro Kit, blu Premium Kit or blu Starter Kit, feel free to return your kit within 30 days from the date of receipt* for a refund.

    To do this, please contact our Customer Services Team by emailing or calling us on 0800 0149 355. A member of our team will be happy to take you through the steps needed to return your items and will provide you with a Freepost label to affix to your package.

    To read the full terms of the 30-Day Money Back Promise, please see our Terms & Conditions Page.

    Key terms are as follows:

    • No refund can be granted more than 30 days after date of receipt.*
    • Refunds are only available for Pro Kits, Premium Kits and Starter Kits (one per customer), not for cartridge refills or accessories.
    • We can't provide a refund if the product is damaged and if you didn't report this upon receipt.
    • We may refuse the right to a refund if we have provided you with replacement parts prior to your refund request.

    *For tracked items, this will be the day that the tracking states “delivered” on the relevant postal carrier’s website.

  • 60-Day & 1-Year Warranty

    We're committed to delivering a high quality product and we guarantee to the original buyer that your order is free from defects in material or workmanship for a given period from the original delivery date.

    This warranty applies to the product under normal use. In the event of demonstrable defects in the workmanship or materials, blu™ products are warranted as follows:

    • One-Year (12 Months) Limited Warranty
      blu products including the USB stick charger, Premium and Pro Kit USB charging cables, mains adaptors, car adaptor and charging case are warranted for a period of 12 calendar months from the date of receipt*, and may be repaired or replaced, at our discretion once only.
    • 60-Day Limited Warranty
      blu batteries and Pro Kit batteries are consumable items and warranted for 60 calendar days from the date of receipt.*

      After that, you can buy extra batteries online on our Batteries page as needed. Regular replacement of batteries is recommended for best use of our blu products.
    • Not eligible under Warranty
      blu cartridge refills, e-liquids and clearomisers are consumable items and are not sold under any warranty.

    *For tracked items, this will be the date that the tracking information shows as “delivered” on the relevant postal carrier’s website.

    Please refer to our blu Warranty and Terms and Conditions pages for full information.

Are you a retailer and want to stock blu?


Please visit our retail site or email our retail team: