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Verifying your Account

Verifying your Account

Why do I need to verify my account?

On October 1 2015, the laws on smoking and e-cigarettes changed in Britain – amongst other things, making it illegal for retailers to sell e-cigarettes or e-liquids to anyone under the age of 18.

As a responsible vendor, we would never knowingly sell our products to under 18’s and with the changes we are now required to check every account that’s opened with us and make sure that the account holder is 18 years old (or older). This verification is carried out automatically in the background, and if the process is successful you’ll receive your order without any contact from us about it beyond the usual confirmation emails.

That said, even if you are old enough to have an account with us, sometimes our verification check will be inconclusive.

What happens if the automatic verification is inconclusive?

We use an automated third party system provided by GBG Plc that cross-references details from a variety of sources such as the credit records, electoral roll, births index, mortality index and so on.

Occasionally details on these sources are out-of-date or don’t match with the billing information entered into our website. When this happens we’ll get in touch and ask for additional information to verify your account. Whilst this happens your order will be placed on hold, but typically we can complete verification quickly once we’re in touch so it shouldn’t cause any significant delays.

How can I verify myself if automatic verification fails?

If the automated system fails, we can still manually verify your account. The easiest way to do that is with your Passport, Driving Licence or Birth Certificate and if you like, we can use these to quickly verify your account. We’ll need to see a copy of your identification with all information clearly visible, a photo or scan would be ideal and will allow us to verify your age and get your order out to you.

Please note: We need to see the identification with all information clearly visible. We cannot verify using documents that have any information covered or obscured.

What if I don’t have a passport or driving license?

If you don’t have those details we’ll look into it further for you, we may be able to verify you using a recent Utility Bill or Bank Statement.

What if you can’t verify my age?

We’ll do our best to verify your age, but if we can’t (or indeed you are under 18) unfortunately we will not be able to dispatch your order. In that case we will of course process a complete refund against the order.