TROUBLESHOOTING

  • Delivery
  • I have received a faulty item

    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.

  • Item(s) missing from my package

    We check all of our orders going out, but on very rare occasions something may be left out of your order in error. Should this happen to you, please accept our apologies and notify us immediately via email at support@blucigs.co.uk or by calling us on 0800 014 93 55. Please have your delivery paperwork to hand when contacting us.

  • I haven't received my order

    We always aim to dispatch orders within 2 business days of them having been placed. We usually 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.
    Once items are passed to the postal carriers that we use, Royal Mail, DHL or Interlink, then delivery times are at the discretion of the carriers' service guidelines.
    Please note that all Express Next Day delivery orders are subject to certain conditions which you can find in our Shipping Information page along with full and detailed information on delivery times and shipping methods.

    If you think that you should have received your package, but haven't, please follow the below steps:

    1. Check that you received both an order confirmation email and a shipping confirmation email from us to the email account you have registered with blu™.
    2. If you cannot find these emails, the status of your order can be viewed in your blu account under "Order Information".
    3. If available, check the tracking information provided for your order to see the status of your items in the carriers' network (tracking only available for UK orders).
    4. Check the shipping address details saved in your blu account to ensure the details are correct.

    If you are unable to ascertain the status of your order following the above steps, please get in touch with our Customer Services Team by emailing support@blucigs.co.uk or by calling 0800 0149 355.

  • Charging (Starter & Premium Kits)
  • The charging case does not charge properly

    If you think that your charging case is not working correctly, please go through this quick checklist to see if there’s an easy solution here:

    1. Check to make sure that you’re not missing any steps from the charging instructions:
      Watch the Premium Kit video.
    2. Ensure that your case is fully drained before you begin to charge it:
      You can tell if a charging case is fully drained by inserting a battery into the charging slot whilst the case is unplugged. If the “CASE” LED on the side flashes quickly for a few seconds instead of the “BATT” LED coming on when you close the lid, this shows that your case needs to be charged.
    3. Please ensure that the charge cycle has fully completed before disconnecting the case from the power source:
      On average, fully charging the case takes around 3 hours from the mains and around 4 hours when using a computer. Once your case is fully charged, the “CASE” LED should go out.
    4. Check that the lights on the side of the case are indicating correctly:
      The “CASE” LED should come on to indicate that the case is charging. Once your case is fully charged, the “CASE” LED should go out.
    5. Please unplug the case from the power source as soon as you know that charging is complete; do not leave the case charging over night or for long periods of time.
    6. Are you using a mains adaptor plug?
      Try charging your case via a USB port on your computer : if your case charges correctly this way this may mean there is an issue with your mains adaptor.
    7. Check that there are no issues with your batteries:
      Are they working correctly? Try using a USB stick charger to test with if you have one. Are your batteries more than 4 months old? They may need to be replaced.

    If you are still experiencing issues, please get in touch with our Customer Services Team by emailing support@blucigs.co.uk or by calling 0800 0149 355. We will be happy to help.

  • The battery does not charge properly

    If you think that your battery is not working correctly, please go through this quick checklist to see if there’s an easy solution here:

    1. Check to make sure that you’re not missing any steps from the charging instructions:
      Please check out our How blu Works page.
    2. Always ensure that your battery is fully drained before you begin to charge it:
      A fully drained battery is indicated when the tip of the battery flashes quickly for around 10 seconds upon taking a puff.

    If using a charging case:

    1. Ensure that you case has charge in it:
      You can tell if a charging case is fully drained by inserting a battery into the charging slot whilst the case is unplugged. If the “CASE” LED on the side flashes quickly for a few seconds instead of the “BATT” LED coming on when you close the lid, this shows that your case needs to be charged.
    2. Be sure to close the lid of your case after inserting the drained battery into the charging slot.
    3. Check that the lights on the side of the case are indicating correctly:
    4. The “BATT” LED will come on to indicate that the battery is charging. Once your battery is fully charged, the “BATT” LED will go out.
    5. 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.
    6. 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.

    If using a USB stick charger:

    1. Check there is a proper connection with the USB stick and that the lights are indicating correctly:
      The light on the tip of your battery should come on when charging begins.
    2. Please ensure that the charge cycle has fully completed before disconnecting the battery from the charger:
      Once the battery is fully charged and ready to be used, the light on the tip of your battery should go out to indicate the process is complete.
      On average, fully charging a battery takes around 2 hours to complete if the USB stick charger is plugged into a mains adaptor and around 3 hours if the USB stick is plugged into a PC.
    3. Always unplug 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.

    If you are still experiencing issues, please get in touch with our Customer Services Team by emailing support@blucigs.co.uk or by calling 0800 0149 355. We will be happy to help.

  • I need a mains adaptor plug to use with my USB charging connection

    Whether you live in the UK or continental Europe, you can find both our UK mains adaptor and EU mains adaptor on our Accessories Page.
    Remember that you don't necessarily need an adaptor to use blu, as you can charge your blu from any USB port at any time using the USB stick charger or the USB cable for the Premium charging case. However, purchasing a mains adaptor will reduce charging times.

  • The battery tip is flashing

    Your blu 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 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.

    If you are still experiencing issues, please get in touch with our Customer Services Team by emailing support@blucigs.co.uk or by calling 0800 0149 355. We will be happy to help.

  • Using and storing blu (Starter & Premium Kits)
  • My blu is producing little or no vapour

    There are 3 reasons why your blu may be producing little or no vapour:

    1. The cartridge is used up and needs to be replaced.
    To confirm that the cartridge is finished, 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.

    2. The battery is weak and needs to be recharged: you'll know because the battery tip will flash briefly on taking a puff.

    3. You are taking short and fast puffs instead of long and smooth ones.

  • My blu battery is getting hot

    Your blu is designed to be motion-sensitive in order to increase the ease of inhaling; consequently if you are in a windy environment the electronic cigarette may activate on its own and become warm. To prevent this, always store your blu in its protective case and try to avoid carrying it around in your hand, behind your ear, or in your pocket.

    Also, on occasion your battery may get hot due to overuse (puffing too frequently in a very short period): batteries are designed with a mechanism that will cause the battery to flash twice and cut out if overused. If this occurs, stop using your blu for 30 seconds before trying again.

  • Cartridges (Starter & Premium Kits)
  • I want to change my cartridge but I am only halfway through it

    If you want to change flavour, but have not finished your existing cartridge this is absolutely fine. Simply ensure that the half-finished cartridge is stored correctly in one of the slots on the left of your charging case, mouthpiece facing upward. We also recommend that you hold on to and replace the freshness sticker and rubber cap that came with the cartridge to avoid any damage. This will ensure that the cartridge is stored correctly.

  • The cartridge is leaking

    Cartridge leakage can be caused by improper use or storage. If you are new to blu, take 2 or 3 short puffs prior to taking full puffs as this will ensure the cartridge works correctly. We highly recommend you visit our How blu Works page before usage.

    As a general rule of thumb, keep these helpful hints in mind in order to prevent leakage :
    1. Tilt the battery slightly downwards when smoking your blu.
    2. Do not inhale hastily or overuse your blu; take smooth easy puffs instead.
    3. Store your blu in the right-most slot inside the case, battery tip pointing down.
    4. Be sure to keep your case in a dry cool place, avoiding direct sunlight or heating sources.

    Very occasionally you may have a faulty cartridge causing a leak to begin. If you suspect your cartridge may be faulty, or is leaking a large amount of liquid, please contact support@blucigs.co.uk or give us a call on 0800 0149 355.

  • Why are there tiny droplets of liquid inside the packet?

    Occasionally cartridges can leak a very small amount in transit if they have been particularly roughly handled. When we send you items, we try to minimise the risk of this happening by posting your cartridges in a bubble wrap lined postage bag. We fill all of our cartridges to capacity with liquid and in most cases; minor leakage will not affect the quality or lifespan of cartridges. If this occurs, simply dry off any excess liquid and then use the dry cartridge as normal.
    If you have any concerns about your cartridges, please do not hesitate to get in touch with our Customer Services Team.