Age Verification Policy

Our rule We sell nicotine products to adults aged 18 or over only. If you cannot satisfy our age checks, we will not sell to you. It is a criminal offence to buy nicotine products for someone under 18, and we refuse and refund any order we believe is being bought for a minor. Step 1 — Confirmation at checkout You must confirm that you are 18 or over and that the order is for your own use. This confirmation is recorded against your order. Step 2 — Electronic age verification Before we accept a nicotine order, we run an electronic age check on the details you provide, such as your name, address and date of birth. This happens automatically and usually takes a few seconds. Orders are only released for despatch once the check has passed. Step 3 — If we cannot verify you If the check does not pass we will email you and hold the order. We may ask for a clear copy of photographic identification such as a passport or UK driving licence. If we still cannot verify your age, the order is cancelled and refunded in full. Step 4 — Challenge 25 at delivery Our carriers deliver to an adult aged 18 or over and may ask for identification if the person receiving the parcel looks under 25. A parcel can be refused and returned to us if no adult is available or identification cannot be shown. What we record and for how long We keep a record of each check — the result, the date and time, the provider reference and the order it relates to — for 4 years, so that we can show Trading Standards we met our legal duties. We do not keep copies of identity documents for longer than needed to complete a check. Staff and training Staff who handle orders are trained to spot and refuse suspicious orders, including bulk orders, unusual delivery instructions and orders that appear to be for a young person. Refusals are logged. Questions or a challenge If you believe we have wrongly refused your order, use the contact form on our Help & Contact page and a member of the team will review it.