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FAQ

Got a question about DanSmoke®? Here we have gathered answers to common questions from our customers. You can likely find the answer you're looking for.

Product

Electronic cigarette

  • What is a electronic cigarette?

    An electronic cigarette, or e-cig, is a battery powered electronic device, which contains a nicotine-laced solution.

    In contrast to conventional cigarettes, there’s no combustion and therefore the user only inhales the liquid vapor.

  • How does an electronic cigarette work?

    A small heating element inside the battery is activated when the user takes a drag on the device. This vaporizes the solution in the cartridge, which is the inhaled by the user.

  • Who can use e-cigarettes?

    DanSmoke® e-cigarettes are designed for adult smokers and users of nicotine products. They are not suitable for people under the age of 18; who are sensitive to nicotine; pregnant and breastfeeding women; people who should avoid using nicotine products for medical reasons; people with high blood pressure or a heart condition or severe diabetes.

  • Can I use the e-cigarette in places where smoke is prohibited?

    In general, yes. The electronic cigarettes do not produce any odor, nor smoke, therefore there is no second hand smoking. You can normally use it indoors, but specific policies might apply, depending on the case. There are no specific rules; it depends on each individual case.

  • Can the e-cigarettes help me quit smoking?

    There are already numerous studies supporting the use of e-cigarettes to quit regular smoking. And thousands of our own customers have succesfully used our e-cigarette to quit themselves. In fact, we are so sure that DanSmoke® can help you quit that we offer a money-back guarantee: We give you money back if you don't quit smoking after 12 months with continuous use of DanSmoke®. We, at DanSmoke®, offer you the possibility to choose the level of nicotine. Therefore, if you wish to quit, you can always start with the full nicotine level and reduce it in time to 12mg, and then to no nicotine. You can keep enjoying the act of smoking, the move and feeling without inhaling any nicotine.

Flavor filters

  • How long does a filter last?

    A filter lasts for approximately 250-300 drags, which corresponds with 25-30 conventional cigarettes. However, this is only a rough estimate – how long the filter actually lasts depends on a number of variables, including length and strength of inhales.

  • What does the vapor contain?

    The primary components in our vapor solution are propylene glycol, glycerin, pharmaceutical nicotine, and artificial flavorings.

    Vegetable glycerin is extracted from vegetable oils. It is a important component in the solution, as it provides vapor when heated. Propylene glycol and glycerin help keep the vapor solution lubricated inside the filter. This in turn allows it to be easily turned into vapor when the device is being used. Read more about the ingredients in our safety section on the website.

  • Does the vapor cause fluid in the lungs?

    Your DanSmoke® filter contains only 1 ml of liquid spread over 250-300 drags, so the amount of vapor inhaled is limited. Fluid in the lungs is a symptom often found in patients with heart disease or in patients who have inhaled strong, lung-damaging toxins. The main ingredient of our filters is propylene glycol, which is used in the food industry but also in asthma medicine.

  • Which nicotine strengths can I choose from?

    We offer four different nicotine strengths:

    FULL (24/20mg nicotine)

    SEMI (16mg nicotine)

    HALF (10mg nicotine)

    NONE (0mg nicotine)

  • How do I know when to change the filter?

    When the filter is empty, the e-cig will stop producing vapor. If you’re not sure, check also if the battery works properly.

    Good to keep in mind - right before the taste will change to a more roasted.

  • My DanSmoke® e-cigarette doesn’t work. What should I do?

    First check that the battery is fully charged and the led light on the tip of the e-cigarette lights up with every inhalation. A rapidly blinking light is a sign that you need to recharge.

    If the e-cigarette doesn’t produce enough vapor, we recommend you exchange the filter for a fresh one. Also make sure to take deep enough drags to ensure that the heating coil has time to become fully activated.

    If it still doesn’t work – please contact our customer support for further assistance.

Battery

  • Do I need the charge the battery before I use the e-cigarette?

    The battery comes partly charged, but for optimal performance with first time use, we recommend you fully charge the battery before getting started.

    Insert the USB charger to your laptop. It takes less than 90 minutes for the battery to become fully charged. Please do not leave the battery to charge over night. After max 90 minutes remove the battery from the USB port.

  • How long does the battery last?

    A fully charged battery lasts for approximately 100 drags – equaling an amount of 8 conventional cigarettes. Make sure you always carry with you a second battery, if you wish to enjoy a full day of e-cigarette smoking.

  • How do I know when to charge the battery?

    When the battery needs charging, the LED light at the tip will blink 10 times. Don’t wait until the battery is totally dry before re-charging.

Orders and deliveries

  • How old do I have to be to buy DanSmoke® e-cigarettes?

    I have to be 18 years of age.

  • How will my package be delivered?

    Your DanSmoke® package will be dispatched from our central warehouse in Germany and passed to your local postal service. Delivery time depends on local service and customs, but it will typically be between 5 and 8 working days. Please note that during holiday seasons, delays might occur.

  • I have not yet received my delivery. What should I do?

    If you haven’t received your delivery within 10 days of it being dispatched, please contact our customer support team. We will help locate it. If we do not hear from you, we assume the packages reached its destination in time.

  • Is my package on the way?

    You can check the status of your order in your personal account. If the order status is “Shipping in progress” it means that we are about to pack and dispatch your parcel. If the status is “Order shipped” it means we have already dispatched the package and it is on its way to you.

  • When will I be refunded if I want to send the package back?

    If you paid by credit card and you want to return a package, please first make sure you returned it according to the terms and conditions. As soon as we receive the parcel in our return center, we will refund the payment. Please note that it might take up to 3 days from the reception date, depending on each bank and financial institution you’re using for your credit card.

  • How long will it take for my order to arrive?

    We will deliver your order within 5 working days, but it might be delayed by customs. If it has been more than 10 days since the package was shipped, and you still haven’t received it, we recommend you contact our customer service department.

Payments

  • How do I pay for my order?

    Credit Card: For shop orders we accept all major credit cards, including MasterCard, Visa and American Express.

    We also accept payment through PayPal.

  • Is it safe to pay online on DanSmoke® website?

    Yes, all transactions are encrypted and we work with the best payment gateway companies on the market and all transactions are made exclusively on their servers, with a secure connection. DanSmoke® does not store your credit card details. Only the approved credit card processing companies can access your details, and store them if you get monthly deliveries. Therefore, you can rest assured that we only offer you a secure payment method on our web shop.

Payment by invoice

  • What are the payment terms for DanSmoke®?

    Payment date is 14 days after the invoice date. Invoices are generated on the actual shipping date.

  • Where can I find my invoice?

    Your invoice is always included in the package along with your products. You can also log in to your personal customer account on our web site. Here you can see and download all your invoices.

  • What do I do if my package is not delivered on time?

    We will immediately investigate the reason for the delay. Please contact our customer service at service@dansmoke.co.uk for further assistance.

  • I cannot pay you on time, can I pay later? 

    If for any reason you have difficulties paying your invoice, please contact service@dansmoke.co.uk in order to arrange a new payment date.

Payment with credit card

  • Hoes does credit card payment work in combination with the auto-ship?

    Payment with credit card is the easy and hassle free way to receive your regular shipments. We guarantee a safe payment method. All you have to do is to make sure you keep the card details up to date always.

  • What if I don’t receive my package?

    If your package didn’t arrive as planned, please contact customer support for assistance. They will offer you the needed guidance to track your parcel.

  • I think my credit card has been charged twice

    Please note that we only charge you once. First we make a reservation on your credit card to ensure there is money on the account prior to processing the order. We withdraw the amount only when the parcel is being shipped from our warehouse.

Loyalty Program

  • What is the Loyalty Program?

    The Loyalty Program is based on automated deliveries of your monthly need of filters. You start by acquiring the starter kit through our special offer and then, at a chosen frequency you will receive the amount of filters you consider necessary. Also, you’ll benefit of special prices, and gifts in a total value of over £ 250, premium customer support, exclusive offers and promotions and much more. Check our website if you want to find out more about our Loyalty Program.

  • How does the Loyalty Program work?

    You get your favorite filters delivered to your doorstep each month. You save time and money, and get great benefits along the way.

    Learn more about our Loyalty program here.

  • How do I join the Loyalty Program?

    If you are a new customer you can join the Loyalty Program by filling in all your details on the Loyalty Program page on our website. The first step is buying the starter kit so you get familiar with the product. After 2 weeks, the first filters delivery will start being sent.

    If you are already a customer with DanSmoke® e-cigarettes and you have a personal account. Go in the Learn more about our Loyalty program here. section and become a member by filling in all the required details in the respective form. Since you already know the product, we do not require that you purchase the starter kit once more.

  • How do I quit the Loyalty Program?

    You decided the Loyalty Program is not for you? You can quit the membership at any time; there is no notice period. Make sure you do it from your personal account. You should receive a confirmation email within 24h. If you didn’t receive one, first check your spam folder. If it is not there, contact directly customer support for assistance.

    Note! Please quit the program before the last shipment has been dispatched, otherwise you will have to pay for the last bill. Check when the next delivery is to be dispatched in order to avoid any unpleasant event.

  • I’m away for holidays. What can I do with my scheduled deliveries?

    If you’re away for holidays you can always move the deliveries to either earlier or later date, so it fits your schedule. If you think you’ll be away for quite some time, you can pause your auto-ship for maximum 90 days. You can resume your membership at any time. If you hear nothing from you for 90 days your account will be canceled automatically.

CUSTOMER SUPPORT

Email: service@dansmoke.co.uk