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™ e-cigarette is a device that simulates the act of tobacco smoking by producing an inhaled vapour which has the same physical sensation of inhaled tobacco smoke, but without the strong odour, with each piece being put through extensive quality testing prior to customer use.
    With blu, you can choose the type of e-cigarette which best suits your need:
    You might be looking for a device comparable to traditional cigarettes in terms of size or feel and opt for our blu batteries such as the ones provided in our Premium Kit and Starter Kit, or you might prefer a bigger unit if you’d rather favour the battery autonomy in which case our Pro Kit would be your best fit.

  • What ingredients are in blu cartridges?

    Each blu cartridge contains either 18mg, 12mg, 6mg or 0mg of USP (pharmaceutical) grade nicotine depending on your selected strength, and contains USP grade propylene glycol, as well as common natural and artificial flavourings.

  • How long does each cartridge last?

    Everyone uses blu eCigs® electronic cigarettes differently, so cartridge duration can vary widely from person to person. In the same way that you might finish a cigarette quicker than your friend does because you take longer puffs, the same is true for blu. We use a built-for-purpose machine puff tester to test the consistency of our cartridges. We find that under these conditions each cartridge lasts an average of 300 puffs (4 second inhale/exhale cycle).
    Ultimately, we recommend that the best way to gauge this for yourself is to take an average duration from the first few cartridges you use; then use this as a basis to determine how long a cartridge will last for you personally going forward.

  • 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@blucigs.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?

    As blu electronic cigarettes do not contain tobacco, they can usually be used in areas where cigarette smoking bans are in place. This includes locations such as bars, restaurants, cafés, and offices. We always recommend that 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 hrs tracked service provided by Interlink for which you will be required to sign for on arrival of the package. Tracking information can be found in your dispatch confirmation email. Interlink will also send a mail advising on delivery date with option to change delivery date, re-arrange to deliver to a neighbour or a safe place.
    Conditions:
    Please note this next day delivery service is only available for Mainland UK. The following postcodes are unavailable next day: 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. Tracking information can be found 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 that Royal Mail do 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 having received your dispatch email depending on your location (all items shipped from the UK). You'll be required 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 ensure you continue to enjoy the best blu experience possible and get the most out of your cartridges, we recommend regular replacement of these items for optimum performance and advise you replace your batteries every 250-300 charge cycles (which equates to around 2-4 months depending on usage). Extras may be purchased online on our Batteries page as needed or desired.

  • How does a Pro Tank work (Pro Kit)?

    A Pro Tank comprises of two pieces: a lithium battery and a clearomiser which houses the coil and wick.
    As you push the power button, the lithium battery is activated and heats up the coil turning the e-liquid stored in the clearomiser into vapour. At the same time, the LED around the button will light up to show the device is in use.
    Please check out our How the blu Pro Kit works page.

blu

  • What is blu?

    A blu™ e-cigarette is a device that simulates the act of tobacco smoking by producing an inhaled vapour which has the same physical sensation of inhaled tobacco smoke, but without the strong odour, with each piece being put through extensive quality testing prior to customer use.
    With blu, you can choose the type of e-cigarette which best suits your need:
    You might be looking for a device comparable to traditional cigarettes in terms of size or feel and opt for our blu batteries such as the ones provided in our Premium Kit and Starter Kit, or you might prefer a bigger unit if you’d rather favour the battery autonomy in which case our Pro Kit would be your best fit.

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

    When you start puffing on a blu electronic cigarette, the airflow is detected by a sensor, which activates the lithium battery. This then activates a heating element that vapourises the e-liquid solution stored in the mouthpiece. At the same time, the LED light at the end of the battery is activated to show that the device is in use. The mouthpiece then releases the vapourised e-liquid solution.
    Please check out our How blu works page.

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

    Because the blu product range is upgraded technology, we advise that you don’t use your new blu batteries/chargers with SKYCIG batteries/chargers as this could damage your goods and would void the warranty. You can still use SKYCIG cartridges with blu batteries or blu cartridges with SKYCIG batteries and keep on enjoying your favourite flavours as these have not changed.

  • Does a blu e-cig produce actual smoke?

    No, blu vapourises a liquid solution into a mist similar to the way a humidifier vapourises water for inhalation. This mist, an odourless vapour, looks and feels like tobacco smoke but dissipates in just a few seconds.

  • Where can I use blu electronic cigarettes?

    As blu electronic cigarettes do not contain tobacco, they can usually be used in areas where cigarette smoking bans are in place. This includes locations such as bars, restaurants, cafés, and offices. We always recommend that you check the company policy before using blu in public spaces.

  • Are blu e-cigs cheaper than tobacco cigarettes?

    Yes! We always aim to provide an affordable alternative to tobacco cigarettes.
    Switching to blu can be more than 82% cheaper than traditional smoking when using a classic blu with cartridges: one sleeve of three cartridges costs less than an average packet of 20 cigarettes and most of our users report finding that one cartridge will last them longer than a pack of cigarettes. You can save even more money with our Pro Kit and e-liquid range, so why not take a look at our Cost Savings page to see how much this could work out for you?

Cartridges

  • What cartridge flavours are available?

    We have a wide range of flavour cartridges to choose from, all of which can be purchased here on our website. Our blu cartridge page allows you to browse through our full selection whether you like a traditional tobacco taste or maybe something sweeter. Whatever your choice, we're confident you won't be disappointed!

  • What ingredients are in blu cartridges?

    Each blu cartridge contains either 18mg, 12mg, 6mg or 0mg of USP (pharmaceutical) grade nicotine depending on your selected strength, and contains USP grade propylene glycol, as well as common natural and artificial flavourings.

  • What nicotine level is found in a cartridge?

    Our cartridges come in 3 different strengths ("bold" with 18mg of nicotine, "regular" with 12mg of nicotine, and "light" with 6mg of nicotine), allowing our customers to enjoy nicotine levels that suit their preferences. You also have the option of a zero nicotine cartridge with our NRG flavour. The cartridges you receive in a Premium Kit or Starter Kit are all "Bold" strength.

  • How long does each cartridge last?

    Everyone uses blu eCigs® electronic cigarettes differently, so cartridge duration can vary widely from person to person. In the same way that you might finish a cigarette quicker than your friend does because you take longer puffs, the same is true for blu. We use a built-for-purpose machine puff tester to test the consistency of our cartridges. We find that under these conditions each cartridge lasts an average of 300 puffs (4 second inhale/exhale cycle).
    Ultimately, we recommend that the best way to gauge this for yourself is to take an average duration from the first few cartridges you use; then use this as a basis to determine how long a cartridge will last for you personally going forward.

  • 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 no vapour, then it's time to move on to a new one.

    To do so, carefully unscrew the used cartridge and dispose of it; then hold the battery and screw in a new cartridge of your choice. That's it!

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

    Yes you can. If you like a few of our flavours and want to have a couple of cartridges on the go at the same time, it is absolutely fine to swap flavours half way through. However, please ensure that you store your half used cartridge in your charging case with the mouthpiece pointed upwards to avoid any possible leaks. We also recommend that you hold on to and replace your freshness sticker and rubber cap to avoid any damage.

  • Do the cartridges have a use by date?

    We recommend using your cartridges within 3 months of purchase to get the optimum blu experience. For best results, please ensure you store your cartridges upright in a cool, dry place.

Pro Kit

  • What do I get in my Pro Kit?

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

  • How does a Pro Tank work?

    A Pro Tank comprises of two pieces: a lithium battery and a clearomiser which houses the coil and wick.
    As you push the power button, the lithium battery is activated and heats up the coil turning the e-liquid stored in the clearomiser into vapour. At the same time, the LED around the button will light up to show the device is in use.
    Please check out our How the blu Pro Kit works page.

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

    Hold the clearomiser upside down so the mouth piece is facing the floor. Unscrew the clearomiser and then the silver base from the black shell. Keep a hold of the clearomiser at a slight angle. In the middle of the clearomiser you will see a tube, do not fill the tank beyond the top of this tube. Pour in your e-liquid down the side of the clearomiser while avoiding the centre tube. Keep your tank upside down and screw your silver base back on to the shell. Attach your full clearomiser to your battery.
    Each blu e-liquid bottle will allow you to fill your clearomiser up to 5 times.

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

    Before you start using your Pro Tank, you need to prime the clearomiser: without turning your Pro Battery on (do not push the button) take a couple of quick short puffs from your Pro Tank and then blow softly into the mouth piece. No vapour will be produced but this will help getting your e-liquid on to your wick to avoid getting a burnt taste.

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

    A fully filled clearomiser will allow for around 300 puffs (depending on your personal use) before needing refilled.

  • How to clean the clearomiser?

    If you wish to clean your clearomiser, unscrew the silver ring at the base and wipe any visible excess liquid from it with a paper towel. Rinse it under warm water and leave it in a glass filled with hot water.
    Then get hold of your tank and rinse it too: half fill it and cover each end with your thumb/finger, shake vigorously and empty. Repeat same operation until water comes out clear, and leave it in the glass for a few hours along with the silver ring.
    Take out of the glass and leave both components to fully dry for 24 hours.

  • When should I replace my clearomiser?

    When you start to get a burnt taste this means your wick is starting to burn out. Time for a new clearomiser. This time will vary depending on your personal use and type of e-liquid you're vaping but our tests show that a new clearomiser will last around 3000 puffs or 10 fills.

  • Can I replace the wick in my clearomiser?

    Please don’t try to replace the wick in your clearomiser. If you do, you’ll damage the bottom coil that makes the clearomiser work.
    On average, a clearomiser/tank lasts around 3,000 puffs. You’ll know it needs replacing when 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 18 mg of USP (pharmaceutical) grade nicotine, and contains USP grade propylene glycol, as well as common natural and artificial flavourings.

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

    We recommend using your blu e-liquid within 6 months of purchase to get the optimum blu experience. For best results, please ensure you store your e-liquid upright in a cool, dry place.
    You can browse through our full selection of flavours on our E-liquids page.

  • How do I turn my Pro 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 bottom LED will flash 3 times to show it's switched on/off. You know your Pro Tank is off as no light will come on when you push the button. We recommend switching it off when you're not using it for long periods of time.

  • How do I use my Pro Tank?

    After turning the battery on, simply push and hold the button every time you wish to vape. The light will come on as you push the button.

  • How do I know when my Pro Tank is being overused?

    After 10 seconds of continued use, the battery will cut out and the button will flash 5 times if it has been overused. This is a mechanism designed to ensure that the battery and atomiser are kept within normal operating temperature and usage ranges. This won’t affect your battery and you can start using your
    Pro Tank again straight after.

  • How long will my Pro Battery last before needing a charge?

    Your battery will last for around 4 full tanks before needing a charge (depending on use).

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

    It will take around 3 hours to charge your battery from the mains.

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

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

  • How do I know my Pro Battery is charging?

    As you plug your battery into the USB cable, the button and the bottom LED will flash 3 times to indicate a proper connection. The button will then stay lit and bottom LED will be blue. The USB light will be blinking red while charging is in progress.

  • How do I know my Pro Battery is fully charged?

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

  • How often should I replace my Pro Battery?

    To ensure you continue to enjoy the best blu experience possible and get the most out of your clearomiser, we recommend regular replacement of the batteries for optimum performance and advise you replace them every
    4-6 months depending on usage. Extras may be purchased online on our Batteries page as needed or desired.

NRG

  • Who can order NRG products?

    NRG is intended for use by persons aged 18 years or older. You must be in possession of a valid Visa or MasterCard Credit Card, or a Visa Debit Card, in order to purchase blu products.

  • Can I order NRG products offline?

    The full NRG range is available online. It is also possible to find NRG in selected retailers, however this is at the store owner’s discretion.

  • What is taurine?

    Taurine is an amino acid that accounts for 0.1% of the total human body weight.

    Taurine is not addictive.

  • Is there a recommended daily intake of taurine?

    No, there is no recommended daily intake level for taurine.

Ordering

  • Who can order blu™ products?

    blu electronic cigarettes are intended for use by existing smokers aged 18 years or older. You must be in possession of a valid Visa or MasterCard Credit Card, or a Visa Debit Card, in order to purchase blu products.

  • Can I buy blu products offline?

    Yes you can! Use our Stockist Locator to find a shop that stocks blu electronic cigarettes close to you. Please note that some stockists do not carry the full range, we recommend checking what's available before travelling to the shop.

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

    You can also order via 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 very first order?

    For your first order we recommend that you start off with a Premium Kit and perhaps one extra pack of cartridges as the Kit comes with only 3 cartridges in either Classic Tobacco or Menthol flavour (all of which are 18mg "Bold" strength).

    Learn 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. First, from our home page, use the SHOP tab in the navigation bar to browse our products. Select the subcategory 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 would like and hit the "ADD TO BASKET" button.
    2. You should then see the items appear on the main navigation bar of your page.
    3. Once you've finished selecting items, 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 wish: increase or reduce quantities by changing the number in the "Qty" line and then clicking on "Update". You can remove items from your basket by clicking on the red delete "X".
    5. Once you are satisfied 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 will need to submit your name, email address and date of birth certifying that you are 18 years of age or older. If you have already registered, click the "login" button at the top of the page.
    7. Now complete your order by selecting a shipping address (if different from your billing address) and adding your credit card or debit card details, then click on "CHECKOUT". Sometimes it can take a moment for the payment to process, so please do not click again unless prompted to, as this can risk multiple payments or orders in error. Following your purchase, you will receive an email with your order confirmation.
    8. Your package will be dispatched within a maximum of 2 business days depending on the service you’re using and then delivered to you via Royal Mail, DHL, or Interlink. Once your order is shipped, an email will notify you and provide you with a tracking number (tracking numbers only available for UK orders or international orders with a value of and over £100GBP).
  • 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 that you can only use one promotional code per order.

    If for any reason your code does not work, double check that 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 are logged in. If a problem persists, simply contact us at support@blucigs.co.uk or on 0800 0149 355 and we will be happy to help.

Shipping

  • Where does blu ship?

    Typically we ship throughout the United Kingdom, 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 always aim to dispatch orders within a maximum of 2 business days of them having been placed. Usually we manage to beat this target and orders are typically dispatched the same day or the next business day. The time and day that you place your order can have a bearing on how quickly we are able to dispatch your package. We recommend placing orders early in the week, in the morning, for speediest delivery as these usually have the shortest dispatch time. Orders placed on a Friday evening or over the weekend may not be dispatched until the coming 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 our FAQ “How much does shipping cost and how long does it take?“ for detailed service information as conditions apply.

    During busy periods or peak seasons, we may experience unforeseen delays. In these instances, we will always attempt to notify customers 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 hrs tracked service provided by Interlink for which you will be required to sign for on arrival of the package. Tracking information can be found in your dispatch confirmation email. Interlink will also send a mail advising on delivery date with option to change delivery date, re-arrange to deliver to a neighbour or a safe place.
    Conditions:
    Please note this next day delivery service is only available for Mainland UK. The following postcodes are unavailable next day: 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. Tracking information can be found 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 that Royal Mail do 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 having received your dispatch email depending on your location (all items shipped from the UK). You'll be required 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 that only orders placed for UK delivery addresses, or international orders with a value of and over £100GBP will be provided with a tracking number. Once you have placed your order you should receive two emails from us in turn. Firstly you will receive a confirmation email letting you know we have received your order request and that we are processing your items. Secondly you will receive a dispatch confirmation email once your order has been sent: in this email, you will be provided with 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, any customs or import charges levied on your package must be paid by yourself. Please contact your local customs office for further information prior to placing your order.

Charging: Starter & Premium Kits

  • How do I charge the blu battery?

    You can charge your blu battery by using our Premium 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 the warranty.

    Charging with the Premium charging case:

    1. Insert a fully drained blu battery into the charging slot and close the lid of your case. The charging slot is the second slot from the right, or fourth slot from the left.
    2. The “BATT” LED on the side of the case will come on to indicate that your battery is charging.
    3. Once the charging process is complete, the “BATT” LED will go out.
    4. Ensure that the charge cycle has fully completed before disconnecting the battery from the power source.
      On average, fully charging a battery takes around 2 hours to complete when the case is unplugged.
    5. Once your battery is fully charged you may store it in slot 4 of the charging case. Do not half use a battery and then replace it in the charging slot before it is fully drained.

    N.B: If you see the “CASE” LED flashing quickly for a couple of seconds instead of the “BATT” LED coming on after inserting a battery into the charging slot and closing the lid while the case is unplugged, this means that your charging case requires charging.


    Charging with a blu USB stick charger:

    1. Screw the drained battery in the blu USB stick charger and then plug into your computer, or use a blu mains adaptor to plug into the wall.
    2. The light on the tip of your battery will come on to indicate that your battery is charging.
    3. Once the battery is fully charged and ready to be used, the light on the tip of your battery will go out to indicate the process is complete.
    4. Ensure that the charge cycle has fully completed before disconnecting the battery from the charger:
      On average, fully charging a battery takes around 2 hours to complete if the USB stick charger is plugged into the wall using a mains adaptor and around 3 hours if the USB stick is plugged into a PC.
    5. Always unscrew the battery from the USB stick as soon as you know that the charge is complete; do not leave batteries charging over night or for long periods of time.

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

    1. Always ensure that your battery is fully drained before you begin to charge it. A drained battery is indicated when the tip of the battery flashes quickly for around 10 seconds upon taking a puff.
    2. Always ensure that 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 case?

    Charging times will vary depending on which method you're using to charge.
    On average, a fully drained battery and/or case can take around the following times to recharge completely according to the power source you are using:

    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?

    Our tests show that a fully charged blu battery lasts around 320 puffs in a controlled lab environment when tested on a 4 second inhale and exhale cycle. As everyone uses a blu e-cig differently; time between charges will depend on your personal usage.
    Battery life also varies depending on usage. To maximise the lifespan of your batteries, please follow these battery care instructions:

    1. Always ensure that your battery is fully drained before you begin to charge it. A drained battery is indicated when the tip of the battery flashes quickly for around 10 seconds upon taking a puff.
    2. Always ensure that 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 – as soon as you know that the charge is complete; do not leave batteries charging over night or for long periods of time.
    4. Once your battery is fully charged you may store it in slot 4 of the charging case. Do not half use a battery and then replace it in the charging slot before it is 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 around 10 seconds if it needs to be recharged.

  • How do I charge the Premium charging case?

    To charge the Premium charging case:

    1. First, connect the charging cable to the side of the case and plug it to a computer or wall socket if using the mains adaptor.
      The “CASE” LED on the side will come on to indicate that your case is charging.
      On average, fully charging the case takes around 3 hours from the mains and around 4 hours when using a computer.
      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 will be able to charge your battery up to 6 times on the go.

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

    1. Always ensure that your case is fully drained before you begin to charge it. A drained case is indicated when upon inserting a battery into the charging slot and closing the lid whilst the case is unplugged, you see the “CASE” LED flashing quickly for a few seconds instead of the “BATT” LED coming on.
    2. Always ensure that the charge cycle has fully completed before disconnecting the case from the power source.
    3. Ensure to unplug the case from the power source as soon as you know that the charge is complete; do not leave the case charging over night or for long periods of time.

    Watch the Premium Kit video.

  • How do I know when the case needs to be charged?

    If you think your charging case may have run out of charge, here's a quick test that will help you to confirm:

    1. Try inserting 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 requires 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 ensure you continue to enjoy the best blu experience possible and get the most out of your cartridges, we recommend regular replacement of these items for optimum performance and advise you replace your batteries every 250-300 charge cycles (which equates to around 2-4 months depending on usage). Extras may be purchased online on our Batteries page as needed or desired.

Usage and storage: Starter & Premium Kits

  • How do I know when my blu™ electronic cigarette is being overused?

    After taking several puffs, your battery tip will flash twice and then cut out if it has been overused. This is a mechanism designed to ensure that the battery and atomiser are kept within normal operating temperature and usage ranges. If this occurs, stop using your blu for 30 seconds before trying again.

  • Why is my blu battery flashing?

    Your battery may start flashing for any of the following reasons:

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

    Please follow these simple steps:

    1. Select your desired cartridge.
    2. Remove the freshness sticker and rubber cap from the cartridge: we recommend that you keep them both to protect your cartridge should you wish to swap flavours half way through.
    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 practices:

    1. Hold your battery at a slightly downward angle to ensure the atomiser is coated in liquid.
    2. Begin with a couple of short, quick puffs without inhaling and then gradually progress into longer, smooth draws. With a blu e-cig, you do not need to draw as strongly as you would on a cigarette. For best results, draw slowly and lightly, allowing vapour to gradually fill your mouth, then inhale.
      Avoid drawing too hard or too fast, as you will not produce significant vapour.
    3. 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 charging case or pack, 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 into 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 make arrangements 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 a 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 out to you. Should you receive one of these, please accept our apologies and notify us immediately via email at support@blucigs.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 email at support@blucigs.co.uk or by 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.
    • Each Pro Kit and Premium Kit is subject to a £10 processing and administrative fee.
    • Each Starter Kit is subject to a £5 processing and administrative fee.
    • 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 calibre 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 batteries are consumable items and are 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?

    You can create an account in one of two ways:

    1: When placing your first order, add all the items you wish to purchase to your basket and proceed to the checkout page. Click on "Register" where you will need to fill in your name, mailing address, email address and date of birth and then click the "SUBMIT" button. You will then be directed to the checkout page to enter your payment details. Once complete, hit the "CHECKOUT" button. You will 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 the screen (as described above) and fill in your details. Once you have registered you will 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 can do the following:
    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: If you have multiple addresses you wish to use, manage those details here.
    blu Coins Summary: Check your blu Coins balance or refer a friend to blu.
    Order Information: Review your previous orders, and keep track of your current orders.

  • How do I change my existing password?

    If ever you wish to change your password, simply login to your account and click on Account Information. Tick the "Change Password" box and then type a new password twice and save. Your new password will be in effect immediately.

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

    If you have forgotten your password
    Click Login at the top right-hand side of the homepage. Then, click the Forgot your password? link underneath the login box. Simply enter your email address and hit "Submit" and password reset instructions will be emailed to you.

    If you have forgotten your login details
    Please get in touch with our Customer Services Team at support@blucigs.co.uk or on 0800 0149 355. They will be able to let you know 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@blucigs.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 company's newsletter?

    When you create an account with blu™ you will automatically be subscribed to our newsletter. If you are registered and still do not receive our newsletter, check for it in your Junk or Spam email folder.

    If you still do not receive our newsletter, our Customer Services Team will be happy to help.