FREQUENTLY ASKED QUESTIONS

Below we've collected our customers' most common questions and answered them. If you're still stuck, you can contact us by e-mail or phone and we'll do our best to help!

Most Frequently Asked Questions

  • What is blu?

    A blu™ electronic cigarette simulates smoking. It offers the sensation of smoking, producing vapour you inhale like cigarette smoke. E-cigarettes - and the vapour they produce - are free from tobacco smoke, tar and odour. We put each part through extensive quality testing before a blu e-cig ever reaches your lips.

    With blu, you can choose the type of e-cigarette which best suits your needs. You might be looking for an e-cig that looks and feels like a traditional cigarette in terms of size or feel. In that case, our Premium Kit and Starter Kit e-cigs are for you. Or you might prefer a larger e-cig with longer battery life and bigger vapour. In which case, our Pro Kit is your best fit.

  • What ingredients are in blu cartridges?

    Each blu cartridge contains US pharmaceutical (USP) grade nicotine - the highest grade available - in 18mg, 12mg, 6mg or 0mg strengths. The e-liquid flavours in our cartridge refills also contain USP grade propylene glycol (PG), which gives you that “throat hit” smokers enjoy with cigarettes. You'll also find common natural and artificial flavourings.

  • How long does each cartridge last?

    Everyone enjoys blu electronic cigarettes differently. So the number of puffs you get from cartridges varies from person to person. Just like you might finish a cigarette quicker than your friend because you take longer puffs. The same is true for blu.

    We use a built-for-purpose 'puff tester' machine to test the flavour and vapour consistency of our cartridge refills. Under these laboratory conditions, we found each cartridge lasts an average 300 puffs (with four second breaks between puffs). That's approx. 30 cigarettes worth.

  • How can I receive support from blu UK?

    Our number one priority at blu is keeping you happy. You can receive support by contacting our Customer Services Team in the following ways:

    Email: support@blu.co.uk
    You should receive a response within 24 hours

    Phone: 0800 0149 355
    Available 9am-5pm, Monday-Friday

    Live Chat: Look for the “LIVE SUPPORT” blue tab on the left of the page across our website to chat with a member of our Customer Services Team.
    Available 9am-5pm, Monday-Friday

    We'll be happy to help.

    You can also like us on Facebook and follow us on Twitter.

  • Where can I use blu electronic cigarettes?

    Because blu electronic cigarettes do not burn tobacco, they are not banned by the UK government in public places like cigarettes. E-cigs can be used in areas where cigarette smoking bans are in place - including bars, restaurants, cafes and offices. These places still have the right to ban e-cigs however. So we always recommend you check the company policy before using blu in public spaces.

  • How much does shipping cost and how long does it take?

    Once you've placed your order, you'll receive an email confirming your full order details. Following this, we'll send you a second email letting you know when your items have been dispatched. This email will give you details of how you can track your package (if applicable). Tracking information can also be found in your blu account.

    Full details of the delivery services we offer are as follows:

    Location Order Value Services Available Delivery Charge Tracking Available Estimated Delivery Time
    Mainland UK OPTION 1 - STANDARD (DEFAULT)
    Less
    than £45
    Royal Mail Tracked 48 £3.99 Yes 2-3 business days
    £45 - £249 Royal Mail Tracked 48 Free Yes 2-3 business days
    £250
    and over
    Interlink Express
    DHL Express
    Free Yes 1 business day *
    OPTION 2 - NEXT DAY DELIVERY
    (PLEASE read conditions below in Service information)
    Less
    than £45
    Interlink Express £5.99 Yes 1 business day *
    £45-£249 £1.99 Yes 1 business day *
    Scottish Highlands,
    Islands &
    Northern Ireland
    Less
    than £45
    Royal Mail Tracked 48 £3.99 Yes 2-4 business days
    £45 - £249 Royal Mail Tracked 48 Free Yes 2-4 business days
    £250
    and over
    DHL Express Free Yes 1-2 business days
    Outside of mainland UK (including the
    Channel Islands)
    Less
    than £100
    Royal Mail
    2nd Class
    £4.99 No Up to 10 business days**
    £100
    and over
    DHL Express £4.99 Yes 2-3 business days**

    * Deliveries are confirmed the next day only for orders booked Monday to Thursday (no deliveries during the weekend) and placed before 4 pm. Orders booked outside this timeframe will ship next business day for delivery the day after.

    ** Location dependent

    Service information:

    Interlink Express
    This is a 24-hour tracked service provided by Interlinkwhich you’ll need to sign for on arrival of the package. You can find tracking information in your dispatch confirmation email. Interlink will also send you an email with your delivery date and an option to change delivery date, re-arrange to deliver to a neighbour or leave in a safe place.

    Conditions:
    Please note this next day delivery service is only available for Mainland UK. The following postcodes are unavailable for next day delivery: AB 31-38 41-56/ EI (ZZ75) ALL/ FK 17-21/ G 83/ GY ALL/ JE ALL/ HS 1-9/ IM ALL/ IV ALL/ KA 27-28/ KW 0-17/ PA 20-78/ PH 15-99/ TR 21-25/ ZE ALL/ BT ALL/ PO 30-41.

    Royal Mail Tracked 48
    This is a tracked service provided by Royal Mail. You’ll find tracking information in your dispatch confirmation email or in your blu account. Once you've received your dispatch confirmation email, you can expect to receive your package within 2-4 business days depending on location. Please note: Royal Mail does advise this service can take up to 6 business days. A signature is not required for receiving items delivered using this service.

    Royal Mail 2nd Class
    This is an untracked service provided by Royal Mail. Once you've received our email confirming dispatch of your package, your items may take up to 10 business days to reach their destination, depending on location. All packages are shipped from the UK. A signature is not required for receiving items delivered using this service.

    DHL Express
    This is a tracked service provided by DHL Courier Services. Once your order has been dispatched, you'll receive an email giving details of your tracking number. You can expect to receive your items 1-3 business days after receiving your dispatch email depending on your location (all items shipped from the UK). You'll need to sign for the package on arrival.

    For more details on our delivery services, please feel free to contact our Customer Services Team.

  • How often should I replace my blu batteries (Starter & Premium Kits)?

    To enjoy the best blu experience possible - and get the most from your flavour cartridges - we recommend you replace your batteries regularly. Depending how often you vape, a blu Battery will last you 250-300 charge cycles (around 2-4 months). A charge cycle is each time you charge an empty battery. You can buy extras from us online on our Batteries page.

  • How does a Pro Kit tank work?

    A Pro Kit is made up of a lithium battery and a clearomiser (the bit you fill with e-liquid which houses the coil and wick.) When you twist the two together, that's your assembled tank. Push and hold the power button as you puff. This activates the battery which heats the coil (in the clearomiser) and turns e-liquid into vapour. The blue LED at the tip will light up as you vape. Want to know more? See our How the blu Pro Kit works page.

blu

  • What is blu?

    A blu™ electronic cigarette simulates smoking. It offers the sensation of smoking, producing vapour you inhale like cigarette smoke. E-cigarettes - and the vapour they produce - are free from tobacco smoke, tar and odour. We put each part through extensive quality testing before a blu e-cig ever reaches your lips.

    With blu, you can choose the type of e-cigarette which best suits your needs. You might be looking for an e-cig that looks and feels like a traditional cigarette in terms of size or feel. In that case, our Premium Kit and Starter Kit e-cigs are for you. Or you might prefer a larger e-cig with longer battery life and bigger vapour. In which case, our Pro Kit is your best fit.

  • How does a blu electronic cigarette work? (Starter & Premium Kit)

    When you puff on a blu electronic cigarette, a sensor detects the airflow and activates the battery. The battery heats the coil in the cartridge which vaporises the e-liquid stored there. As you vape, the LED at the tip of the battery lights up. The mouthpiece releases the vaporised e-liquid solution (or vapour) you inhale. Want to know more? Check out our How blu works page.

  • Can I use blu products with SKYCIG products? (Starter & Premium Kits)

    Because the blu product range is upgraded technology, we advise you don’t use blu batteries or chargers with SKYCIG batteries or chargers. This could damage your goods and would void your warranty. You can still use SKYCIG cartridges with blu batteries or blu cartridges with SKYCIG batteries. And keep on enjoying your favourite flavours.

  • Does a blu e-cig produce smoke?

    No. blu vaporises a liquid solution into a mist similar to the way a humidifier vaporises water for inhalation. This mist, an odourless vapour, looks and feels like tobacco smoke but dissipates in a few seconds. blu e-cigs do not produce tobacco smoke, tar or smell.

  • Where can I use blu electronic cigarettes?

    Because blu electronic cigarettes do not burn tobacco, they are not banned by the UK government in public places like cigarettes. E-cigs can be used in areas where cigarette smoking bans are in place - including bars, restaurants, cafes and offices. These places still have the right to ban e-cigs however. So we always recommend you check the company policy before using blu in public spaces.

  • Are blu e-cigs cheaper than tobacco cigarettes?

    Yes! We aim to provide an affordable alternative to tobacco cigarettes. Switching to blu can be more than 82% cheaper than smoking traditional cigarettes. This percentage is based on using a cig-a-like blu with cartridges. One sleeve of three cartridges costs less than an average packet of 20 cigarettes, and most of our customers find one cartridge lasts them longer than a pack of cigarettes. To give you an idea, one cartridge equals approx. 300 puffs or 30 cigarettes. You can save even more money with our Pro Kit and e-liquid range. Take a look at our Cost Savings page to see just how much you could save.

Cartridges

  • What cartridge flavours are available?

    We have a wide range of flavour cartridges to choose from, and you can buy them all right here on our website. Browse our blu cartridge page to explore traditional tobacco, fruit and sweet flavours. Whatever you choose, we're confident you won't be disappointed!

  • What ingredients are in blu cartridges?

    Each blu cartridge contains US pharmaceutical (USP) grade nicotine - the highest grade available - in 18, 12, 6 or 0mg strengths. The e-liquid flavours in our cartridge refills also contain USP grade propylene glycol (PG), which gives you that “throat hit” smokers enjoy with cigarettes. You'll also find common natural and artificial flavourings.

  • What nicotine level is in a cartridge?

    Our cartridges come in three strengths: "bold" 18mg nicotine, "regular" 12mg nicotine, and "light" 6mg nicotine. That way, you can enjoy the right nicotine level for you. You can also enjoy a nicotine-free, 0mg NRG flavour cartridge. The cartridges you get with a Premium Kit or Starter Kit are "Bold" 18mg strength.

  • How long does each cartridge last?

    Everyone enjoys blu electronic cigarettes differently. So the number of puffs you get from cartridges varies from person to person. Just like you might finish a cigarette quicker than your friend because you take longer puffs. The same is true for blu.

    We use a built-for-purpose 'puff tester' machine to test the flavour and vapour consistency of our cartridge refills. Under these laboratory conditions, we found each cartridge lasts an average 300 puffs (with four second breaks between puffs). That's approx. 30 cigarettes worth.

  • When do I need to replace a cartridge for a new one?

    If you're not sure whether the cartridge is finished or not, try using it with a fully charged battery. If the LED light glows normally but the cartridge produces less vapour - or flavour - then it's time to move on to a new one.

    To swap cartridges, unscrew the old one and dispose of it responsibly. Next, hold the battery and screw on a new cartridge. That's it!

  • Can I change a partly-used cartridge if I want to try another flavour?

    Yes, you can. If you like more than one flavour (we can't blame you) and want a couple of cartridges on the go at a time, it's fine to swap flavours halfway through. Remember to store your partly-used cartridge in your case with the mouthpiece facing upwards to avoid any possible leaks. We also recommend you hold onto, and replace, your freshness sticker and rubber cap to keep your e-cig clean.

  • Do the cartridges have a use-by date?

    We recommend you use your cartridges within three months of buying them to enjoy the best blu experience. For best results, store your cartridges upright in a cool, dry place.

Pro Kit

  • What do I get with a Pro Kit?

    1x 10ml Classic Tobacco 18mg e-liquid, 1x Clearomiser, 1x Pro Battery (950mAh), 1x USB charging cable.

  • How does a Pro Kit tank work?

    A Pro Kit is made up of a lithium battery and a clearomiser (the bit you fill with e-liquid which houses the coil and wick.) When you twist the two together, that's your assembled tank. Push and hold the power button as you puff. This activates the battery which heats the coil (in the clearomiser) and turns e-liquid into vapour. The blue LED at the tip will light up as you vape. Want to know more? See our How the blu Pro Kit works page.

  • How do I fill up the clearomiser tank with e-liquid?

    Unscrew the mouthpiece from the rest of the clearomiser. Place the nozzle of the e-liquid bottle against the inside wall of the clearomiser. Squeeze it gently – coating the inside wall with e-liquid. Don’t fill past the triangle in the clear window. Screw the mouthpiece back onto the clearomiser and reattach to the top of the battery.
    You can fill your clearomiser around 5 times from one blu e-liquid bottle.

  • Why should I prime my clearomiser and how do I do it?

    Before you use your Pro Kit, you need to prime it. Before you turn it on, take a couple of quick, short puffs and blow softly into the mouthpiece. Priming gets e-liquid onto your wick and gives you the best taste possible. If you don't prime, the battery tries to heat e-liquid that isn't there, which can lead to a burnt taste. Yuch!

  • How long does a fully filled clearomiser last before I need to refill it?

    Depending on your vaping style, you'll enjoy around 300 puffs (or 30 cigarettes worth) from a fully filled clearomiser. We recommend you keep your clearomiser at least a quarter full to get the best taste possible.

  • When should I replace my clearomiser?

    To enjoy the best taste possible, we recommend you replace your clearomiser every 10 full fills. If you start to get a burnt taste, this means your wick is starting to burn out. Time for a new clearomiser. You can buy a replacement blu clearomiser on our Accessories page.

  • Can I replace the wick in my clearomiser?

    No. Please don’t try to replace the wick in your clearomiser. If you do, you’ll damage the coil that makes the clearomiser work. That will lead to leaks and liquid in the mouthpiece. On average, a clearomiser lasts around 3,000 puffs. You’ll know to replace it if you get a burnt taste. You can buy a replacement blu clearomiser on our Accessories page.

  • What ingredients are in E-Liquids?

    Each blu e-liquid bottle contains 18mg of US pharmaceutical grade (USP) nicotine - the highest grade available - and USP grade propylene glycol which recreates that throat hit smokers enjoy. Our e-liquids also contain common natural and artificial flavourings.

  • Do the e-liquids have a use-by date?

    We recommend you use your blu e-liquid within six months of buying it to enjoy the best blu experience possible. For best results, store your e-liquid upright in a cool, dry place. You can browse our full selection of flavours on our E-liquids page.

  • How do I turn my Pro Kit tank on/off?

    To turn your battery on/off, push the power button 5 times in quick succession. The lights on the button and the LED tip will flash 3 times to show it's switched on/off. You'll know your Pro Kit is off if no light comes on when you push the button. We recommend switching your Pro Kit off when you're not using it for long periods of time.

  • How do I use my Pro Kit tank?

    After turning the battery on, push and hold the button as you puff. The light will come on as you push the button.

  • How do I know if I'm overusing my Pro Kit tank?

    If you overuse your Pro Kit, after 10 seconds of continued use, the battery will cut out and the button will flash 5 times. This mechanism is designed to ensure the battery and clearomiser are kept within normal operating temperature and a safe use range. This won’t affect your battery. You can start using your Pro Kit again straight away. Just go easy!

  • How long will my Pro Battery last before it needs charged?

    Depending on your vaping style, your battery will last around 4 full fills of your clearomiser before you'll need to charge it.

  • How long will it take to charge my Pro Battery?

    It'll take around two hours to charge your battery from the mains. Or three hours to charge from a PC/laptop.

  • How do I know if my Pro Battery needs charging?

    You'll know your battery needs charged if the button flashes red when you press it.

  • How do I know my Pro Battery is charging?

    When you plug your Pro Battery into a USB port with the charging cable, the battery button and bottom LED will flash three times to show it's charging. The button will stay lit and bottom LED stay blue. The USB light will blink red while charging.

  • How do I know my Pro Battery is charged?

    When fully charged, the battery button and bottom LED will flash about 20 times and turn off. The USB light will turn blue when charging has completed.

  • How often should I replace my Pro Battery?

    To enjoy the best blu experience - and get the most from your clearomiser - we recommend you replace your batteries regularly. Depending on your vaping style, a battery will last you 4-6 months. You can charge the smaller 650mAh Pro Battery around 1,200 times before you'll have to replace it. You can charge the larger 950mAh battery 1,500 times before you'll need a new one. You can buy extras on our Batteries page.

NRG

Ordering

  • Who can order blu™ products?

    blu electronic cigarettes are intended for use by existing smokers aged 18 years or older. You must have a valid Visa or MasterCard Credit Card, or a Visa Debit Card, to buy blu products.

  • Can I buy blu products offline?

    Yes, you can! Use our Stockist Locator to find a shop near you that stocks blu electronic cigarettes. Please note, stockists don't carry the full range you'll find online.

    If you can't find a stockist nearby, get in touch with our Customer Services Team so we can see if it's possible to get blu in your area.

    You can also order by telephone 24 hours a day, 7 days a week. Call 0800 014 93 55 and select option 1 to place an order with our team.

  • What should I purchase for my first order?

    It depends what you're after. But if you're new to e-cigarettes, we recommend you start off with a Premium Kit and one extra pack of cartridges. The kit comes with three cartridges in Classic Tobacco or Menthol flavour (18mg "Bold" nicotine strength). Find out more about the Premium Kit.

  • How do I place an order?

    Ordering from our website is secure and fast. Here's a quick guide to placing an order with us:

    1. From our homepage, use the top navigation bar - or scroller below - to browse our products. Select the category you’re interested in (blu Starter Kit, blu Premium Kit, blu Pro Kit, Cartridge Refills, E-liquids, Accessories, Batteries & blu Disposables), choose the items you'd like and click "ADD TO BASKET".
    2. You should see the items appear in the top right of your screen.
    3. Once you've finished shopping, click the "CHECKOUT" button in the BASKET tab at the top of the page.
    4. Review your order details on the Basket Page and make adjustments if you want to. You can increase or reduce quantities by changing the number in the "Qty" line and clicking "Update". You can remove items from your basket by clicking the red delete "X".
    5. Once you're happy with the items in your basket, scroll to the bottom of the page and hit "CHECKOUT".
    6. If this is the first time you've ordered with us, you'll need to register for a blu eCigs online account by filling out the registration form on the Checkout Page. You'll need to submit your name, email address and date of birth to confirm you're 18 or over. If you've already registered, click the "login" button at the top of the page.
    7. To complete your order, select a shipping address (if different from your billing address) and add your credit card or debit card details. Then click "CHECKOUT". Sometimes it can take a moment for the payment to process, so please don't click again unless prompted to as this can risk multiple payments or orders in error. Following your purchase, you'll receive an email with your order confirmation.
    8. Your package will be dispatched within a maximum two business days depending on the service you use, and then delivered to you via Royal Mail, DHL or Interlink. Once your order is shipped, you'll receive an email with a tracking number (tracking numbers only available for UK orders or international orders with a value of £100GBP and over).
  • How does a promotional code work?

    You can redeem a promotional code by entering it in the "Promotional Code" box at the bottom of the Basket Page and then hitting submit. You should then see the discount applied, and your subtotal adjusted accordingly. Please note: you can only use one promotional code per order.

    If for any reason your code does not work, double check it has not expired and that you entered the right characters. Or try logging in if you already have an account with us, as some codes can only be redeemed after you're logged in. If a problem persists, contact us at support@blu.co.uk or on 0800 0149 355 and we'll be happy to help.

Shipping

  • Where does blu ship to?

    We ship throughout the UK, Ireland, and continental Europe. A full list of available countries can be found in a drop-down list in the "Add New Address" section (under “Billing Information”, “Delivery Information” or “Address Book”) of your blu account.

  • When will my package be dispatched?

    We aim to dispatch orders within a maximum two business days of being placed. Usually, we manage to beat this target and orders are dispatched the same day or the next business day. The time and day you place your order can affect how quickly we dispatch your package. We recommend placing orders early in the week and in the morning for speediest delivery. Orders placed on a Friday evening, or over the weekend, may not be dispatched until the following Monday.

    Interlink Express orders and all "1 day transit" orders will be dispatched the day the order is booked and delivered the day after. Please refer to the FAQ below for detailed service information as conditions apply.

    During busy periods or peak seasons, we may experience unforeseen delays. In these instances, we'll always attempt to notify you of any delays on the Checkout Page before orders are placed - or via e-mail.

  • How much does shipping cost and how long does it take?

    Once you've placed your order, you'll receive an email confirming your full order details. Following this, we'll send you a second email letting you know when your items have been dispatched. This email will give you details of how you can track your package (if applicable). Tracking information can also be found in your blu account.

    Full details of the delivery services we offer are as follows:

    Location Order Value Services Available Delivery Charge Tracking Available Estimated Delivery Time
    Mainland UK OPTION 1 - STANDARD (DEFAULT)
    Less
    than £45
    Royal Mail Tracked 48 £3.99 Yes 2-3 business days
    £45 - £249 Royal Mail Tracked 48 Free Yes 2-3 business days
    £250
    and over
    Interlink Express
    DHL Express
    Free Yes 1 business day *
    OPTION 2 - NEXT DAY DELIVERY
    (PLEASE read conditions below in Service information)
    Less
    than £45
    Interlink Express £5.99 Yes 1 business day *
    £45-£249 £1.99 Yes 1 business day *
    Scottish Highlands,
    Islands &
    Northern Ireland
    Less
    than £45
    Royal Mail Tracked 48 £3.99 Yes 2-4 business days
    £45 - £249 Royal Mail Tracked 48 Free Yes 2-4 business days
    £250
    and over
    DHL Express Free Yes 1-2 business days
    Outside of mainland UK (including the
    Channel Islands)
    Less
    than £100
    Royal Mail
    2nd Class
    £4.99 No Up to 10 business days**
    £100
    and over
    DHL Express £4.99 Yes 2-3 business days**

    * Deliveries are confirmed the next day only for orders booked Monday to Thursday (no deliveries during the weekend) and placed before 4 pm. Orders booked outside this timeframe will ship next business day for delivery the day after.

    ** Location dependent

    Service information:

    Interlink Express
    This is a 24-hour tracked service provided by Interlinkwhich you’ll need to sign for on arrival of the package. You can find tracking information in your dispatch confirmation email. Interlink will also send you an email with your delivery date and an option to change delivery date, re-arrange to deliver to a neighbour or leave in a safe place.

    Conditions:
    Please note this next day delivery service is only available for Mainland UK. The following postcodes are unavailable for next day delivery: AB 31-38 41-56/ EI (ZZ75) ALL/ FK 17-21/ G 83/ GY ALL/ JE ALL/ HS 1-9/ IM ALL/ IV ALL/ KA 27-28/ KW 0-17/ PA 20-78/ PH 15-99/ TR 21-25/ ZE ALL/ BT ALL/ PO 30-41.

    Royal Mail Tracked 48
    This is a tracked service provided by Royal Mail. You’ll find tracking information in your dispatch confirmation email or in your blu account. Once you've received your dispatch confirmation email, you can expect to receive your package within 2-4 business days depending on location. Please note: Royal Mail does advise this service can take up to 6 business days. A signature is not required for receiving items delivered using this service.

    Royal Mail 2nd Class
    This is an untracked service provided by Royal Mail. Once you've received our email confirming dispatch of your package, your items may take up to 10 business days to reach their destination, depending on location. All packages are shipped from the UK. A signature is not required for receiving items delivered using this service.

    DHL Express
    This is a tracked service provided by DHL Courier Services. Once your order has been dispatched, you'll receive an email giving details of your tracking number. You can expect to receive your items 1-3 business days after receiving your dispatch email depending on your location (all items shipped from the UK). You'll need to sign for the package on arrival.

    For more details on our delivery services, please feel free to contact our Customer Services Team.

  • How do I track my order?

    Please note: only orders placed for UK delivery addresses, or international orders with a value of £100GBP or over, will get a tracking number. Once you've placed your order, you'll receive two emails from us. First, you'll receive a confirmation email letting you know we have received your order and are processing your items. Second, you'll receive a dispatch confirmation email once your order has been sent. In this email, you'll get a tracking number and a link to the relevant postal carriers' website. This information is also available in your blu account.

  • I live outside the UK, what about customs and import duty?

    If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes. When you place an order with blu, you must pay any customs or import charges levied on your package. Please contact your local customs office for further information prior to placing your order.

Charging: Starter & Premium Kits

  • How do I charge a blu Battery?

    You can charge your blu Battery with a Premium Kit charging case or a blu USB Stick Charger.
    Note: Do not use your new blu batteries/chargers with SKYCIG batteries/chargers as this could damage your goods and would void your warranty.

    Charging with the Premium Kit charging case:

    1. Insert a drained blu battery into the charging slot and close the lid of your case. The charging slot is the second slot from the right / fourth slot from the left.
    2. The “BATT” LED on the side of the case will come on to show your battery is charging.
    3. Once charged, the “BATT” LED will go out.
    4. Ensure the charge cycle has completed before using the battery.
      On average, charging a battery takes two hours when the case is unplugged.
    5. Once your battery is fully charged, you can store it in slot 4 of the charging case. Do not partly use a battery and place it in the charging slot before it's fully drained.

    NB: You'll know your Premium Kit case needs charged if you see the “CASE” LED flash quickly for a couple of seconds (instead of the “BATT” LED coming on) when you insert a battery into the charging slot and close the lid while the case is unplugged.


    Charging with a blu USB Stick Charger:

    1. Screw the drained battery into the blu USB Stick Charger and plug into your PC or the wall with a blu mains adaptor.
    2. The battery tip light will come on to show it's charging.
    3. Once the battery is charged and ready to use, the battery tip light will go out.
    4. Ensure the charge cycle is complete before disconnecting the battery from the charger.
      On average, charging a battery takes two hours from the mains and three hours from a PC.
    5. Always unscrew the battery from the USB Stick Charger when the charge is complete. Do not leave batteries charging overnight or for long periods of time.

    To keep your batteries long lasting, please follow the below battery care instructions:

    1. Always ensure your battery is fully drained before you begin to charge it. You'll know it's drained when the battery tip flashes quickly for 10 seconds when you puff.
    2. Always ensure the charge has fully completed before disconnecting the battery from the power source.

    To learn more, watch the Premium Kit or Starter Kit videos.

  • How long does it take to fully charge a blu Battery or Premium Case?

    Charging times vary depending which method / power source you use to charge. On average, a fully drained battery and/or Premium Case takes the following times to recharge completely:

    Unit Power Source Charging Time
    (approx.)
    LED Behaviour
    during charge
    LED Behaviour
    after charge
    PREMIUM CASE With mains adaptor 3 hrs "CASE" ON "CASE" OFF
    With mains adaptor whilst
    also charging a battery inside
    4 hrs* "CASE" & "BATT" ON "CASE" & "BATT" OFF**
    Via USB port on PC 4 hrs "CASE" ON "CASE" OFF
    Via USB port on PC with
    other accessories plugged in
    (e.g. USB hub)
    4 hrs "CASE" ON "CASE" OFF
    Via USB port when also
    charging a battery inside
    4.5 hrs* "CASE" & "BATT" ON "CASE" & "BATT" OFF**
    blu BATTERY In the case 2 hrs "BATT" ON "BATT" OFF
    In the case whilst the
    case is plugged in as well
    4 hrs* "CASE" & "BATT" ON "CASE" & "BATT" OFF**
    With USB plugged into
    the mains adaptor
    2 hrs Battery tip ON Battery tip OFF
    With USB plugged into PC 3 hrs Battery tip ON Battery tip OFF
    With USB plugged into PC &
    other accessories plugged in
    (e.g. USB hub)
    3.5 hrs Battery tip ON Battery tip OFF

    *Total charging time for case and battery when both are fully drained.
    **The "BATT" LED will go off before the "CASE" LED as the battery will complete charging first.

  • How long should a blu Battery last between charges?

    In a controlled lab environment, our tests show that a fully charged blu battery lasts around 320 puffs when tested with a four second inhale / exhale cycle. Everyone uses a blu e-cig differently though, so the time between charges depends on your vaping style.Battery life also varies depending on use. To get the most from your batteries, please follow these battery care instructions:

    1. Always ensure your battery is fully drained before you charge it. The battery tip light will flash quickly for 10 seconds to show it's drained.
    2. Always ensure the charge cycle has fully completed before disconnecting the battery from the charger.
    3. Unplug the battery from the charger – if using a blu USB Stick Charger – as soon as the charge is complete. Do not leave batteries charging overnight or for long periods of time.
    4. Once your battery is fully charged, you can store it in slot 4 of the Premium Kit charging case. Do not partly use a battery and place it in the charging slot before it's fully drained.
  • How do I know when a blu battery needs recharging?

    If your battery is drained, when you try to take a puff, your battery will flash quickly for 10 seconds to show it needs recharged.

  • How do I charge the Premium Kit charging case?

    To charge the Premium Kit charging case:

    1. First, connect the charging cable to the side of the case and plug it in to a computer or wall socket via a blu Mains Adaptor.
      The “CASE” LED on the side will come on to show your case is charging.
      On average, fully charging the case takes three hours from the mains and four hours from a PC.
      Once the charging process is complete, the “CASE” LED will go out.
    2. You can then unplug the case from the power source and disconnect the charging cable.
      Your charging case is now ready to go and you can charge your battery up to six times on the go.

    To ensure a long lasting charging case, please follow the below charging case care instructions:

    1. Always ensure your case is fully drained before you charge it. You'll know it's drained when you insert a battery into the charging slot, close the lid (with the case unplugged) and you see the “CASE” LED flash quickly for a few seconds - instead of the “BATT” LED coming on.
    2. Always ensure the charge cycle has fully completed before disconnecting the case from the power source.
    3. Unplug the case from the power source as soon as the charge is complete. Do not leave the case charging overnight or for long periods of time.

    Want to know more? Watch the Premium Kit video.

  • How do I know when the Premium Kit case needs charged?

    Think your Premium Kit case needs charging? Here's how to know for sure:

    1. Insert a battery into the charging slot while the case is unplugged and close the lid.
    2. If the “BATT” LED on the side flashes quickly for a few seconds, your case needs charging. The "CASE" LED will only come on when the case is charging.
  • What is the difference between the “CASE” LED and the “BATT” LED on the charging case?

    The “CASE” LED is the charge indicator which comes on when the case is charging.

    The “BATT” LED is the charge indicator which comes on when the battery is charging.

  • How often should I replace my blu batteries?

    To enjoy the best blu experience and get the most out of your flavour cartridges, we recommend you replace your batteries regularly. Depending on your vaping style, one blu Battery will last you 250-300 charge cycles (around 2-4 months). A charge cycle is when you fully charge a drained battery. You can buy extras from our Batteries page.

Usage and storage: Starter & Premium Kits

  • How do I know if I'm overusing my blu™ electronic cigarette?

    If you're overusing your blu e-cig, after taking several puffs, your battery tip will flash twice and cut out. This mechanism is designed to ensure the battery and clearomiser don't overheat. If the battery cuts out, stop using your blu for 30 seconds and try again.

  • Why is my blu Battery flashing?

    Your battery will flash for any of the following reasons:

    1. Following a puff, the battery needs recharged (quick flash for 10 seconds).
    2. Following several puffs, the battery has been overused (flashes twice). The battery will cut out automatically - this is a safety mechanism designed to ensure the battery and clearomiser do not overheat. If the battery cuts out, stop using your blu e-cig for 30 seconds and try again.
  • How do I assemble a blu electronic cigarette?

    Please follow these simple steps:

    1. Take your cartridge.
    2. Remove the freshness sticker and rubber cap from the cartridge -
      we recommend you hold onto them to protect your cartridge if you swap flavours.
    3. Screw the cartridge into the battery until secure.
  • How do I use a blu™ electronic cigarette?

    Using a blu electronic cigarette is very similar to smoking a traditional cigarette. However, because of its electronic components, we suggest you follow these simple steps:

    1. Hold your e-cig at a slight downward angle to ensure the wick is coated with e-liquid.
    2. Begin with a couple of short, quick puffs without inhaling. Then gradually take longer, smoother draws. With a blu e-cig, you don't need to puff as strongly as a cigarette. For best results, puff slowly and lightly - allowing vapour to gradually fill your mouth - then inhale.
    3. Avoid puffing too hard or too fast, as you'll not produce enough vapour to enjoy.
    4. Avoid biting down on the cartridge as this may weaken its structure.

    Please check out our How blu works page.

  • How do I store a fully assembled blu electronic cigarette?

    We recommend you store your assembled blu electronic cigarette in the right-most slot inside your Premium or Starter Kit case, with the battery tip facing downwards.

Post purchase

  • How can I cancel or amend my order?

    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.

  • What do I do if I need to return an item?

    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: support@blu.co.uk (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.

  • How does the 30-Day Money Back Promise work?

    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 support@blu.co.uk 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.

  • What are the warranties on blu products?

    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.

Account information

  • How do I create an account?

    There are a couple of ways to create an account:

    1: When placing your first order, add all the items you want to buy to your basket and proceed to the checkout page. Click on "Register" and leave your name, mailing address, email address and date of birth - then click the "SUBMIT" button. You'll be directed to the checkout page to enter your payment details. Once complete, hit the "CHECKOUT" button. You'll receive an email confirming your registration. (We will not store your payment details - only your name, address and date of birth).

    2: Click "Login" at the top right of the home page, followed by the "Register" link. Simply follow the instructions on screen (as described above) and fill in your details. Once you've registered you'll receive an email confirming your account details.

  • How do I manage my account?

    Once you've registered, you can manage your account at any time by clicking on My Account at the top right of the page (you must log in first if you haven’t already). In your account, you'll find:

    Account Information: Manage your username and password.
    Billing Information: Manage your billing address and personal details.
    Delivery Information: Manage your shipping address details.
    Address Book: Manage multiple addresses you want to use.
    blu Coins Summary: Check your blu Coins balance or refer a friend to blu to boost your coins.
    Order Information: Review your previous orders, and keep track of your current orders.

  • How do I change my existing password?

    If you want to change your password, simply login to your account and click on Account Information. Tick the "Change Password" box, type in a new password twice and save. Your new password will work straight away.

  • What should I do if I forget my password/login details?

    If you've forgotten your password
    Click Login at the top right of the homepage. Then, click the Forgot your password? link underneath the login box. Simply enter your email address and hit "Submit" and we'll email you password reset instructions.

    If you've forgotten your login details
    Please get in touch with our Customer Services Team at support@blu.co.uk or on 0800 0149 355. They can tell you the email address you registered with - after answering some security questions.

Company information

  • How can I receive support from the company?

    Our number one priority at blu is keeping you happy. You can receive support by contacting our Customer Services Team in the following ways:

    Email: support@blu.co.uk
    You should receive a response within 24 hours

    Phone: 0800 0149 355
    Available 9am-5pm, Monday-Friday

    Live Chat: Look for the “LIVE SUPPORT” blue tab on the left of the page across our website to chat with a member of our Customer Services Team.
    Available 9am-5pm, Monday-Friday

    We'll be happy to help.

    You can also like us on Facebook and follow us on Twitter.

  • How can I subscribe to the blu Newsletter?

    When you create an account with blu you'll automatically be subscribed to our newsletter. If you're registered and still don't receive our newsletter, check for it in your Junk or Spam email folder.

    If you still don't receive our newsletter, our Customer Services Team will be happy to help.