Service FAQ:


Q: How long does it take to deliver and where do you deliver to?
A: We dispatch our products by the next business day following the purchase. For UK customers the goods will be delivered by Royal Mail service, which takes 3-5 working days. For non-UK customers, we deliver the products with Royal Mail international parcel service. The time of arrival is dependent on the destination country.
We do deliver to international customers outside of the EU, however please be mindful of country border regulations. We do not accept responsibility for any orders international outside of the European Union that may be lost or seized by customs. In this event, we will be unable to resend the order to the customer or refund the order.

Q: Do you accept payment over the phone?
A: Yes. You can place an order with us over the phone by calling 0121 382 4150. All our payments are processed online by Paypal as this is the safest way to ensure your card details are safe.

Q: How can I pay you?
A: All payments are accepted by Paypal which accepts all major credit and debit cards. We do not store any payment details.


Q: What if I don’t like your product? 

A: We offer a 28-day unconditional money-back guarantee. If you feel Genesis is not right for you, we will exchange your product or give you a full refund provided the products have not been used. (Due to hygiene reasons, we do not refund or exchange used products)*. For more details, please see our 100% satisfaction guarantee.

*Refund excludes postage fees.



Product FAQ:


Q: Is Genesis electronic cigarette and E-liquid safe?
A: Genesis has been tested thoroughly and is certificated by numerous internationally recognized regulatory bodies and safety organizations, including European MSGS Certification, European CE Certification and RoHS Certification.


Q: Are Electronic Cigarettes Legal ? 

A: Electronic Cigarette is not covered by the same laws as toacco the UK. It is legal to sell, buy, carry and use electronic cigarette almost anywhere in the UK. However, please do respect specific restrictions in public places like the airport and train stations. The sale of Electronic Cigarette is restricted to personnel above the age of 18.The legal status of Electronic Cigarette is different for every country.  Please check the current legistration of your country before purchase.  For further information on legal status in your country, please visit our blog on

Q: Is Genesis free from the smoking ban?
A: Yes. The introduction of the UK Smoking ban introduced in "The Health Act 2006" Chapter 28 Part 1,Chapter 1, Section 1, Para 2 states: "smoking" refers to smoking tobacco or anything which contains tobacco, or smoking any other substance; and smoking includes being in possession of lit tobacco or of anything lit which contains tobacco, or being in possession of any other lit substance in a form in which it could be smoked. Click here to read the legislation. As Genesis contains no tobacco it is exempted from this ban.


Q: How do I switch Genesis on?

A: There is no switch on Genesis auto battery; when you inhale on the cartridge, the embedded censor detects the airflow and therefore activates itself. For manual batteries, there is a small button on the battery. Hold it to switch on the cigarette. The battery will be turn of when you release the button.

Q: Does it taste like tobacco cigarettes?
A: Yes, it does. The taste of Genesis resembles tobacco cigarettes, but it is smoother and cleaner as the liquid is extracted from tobacco and purified.

Q: What is the “smoke” from the e-cigarette?
A: The “smoke” is vapour released from the liquid inside the cartridge. It contains propylene glycol and nicotine (depending on the cartridge). The vapour does not cause second hand smoking and therefore is much safer to people around you than the smoke from tobacco cigarettes.


Q: Does Genesis contain nicotine?
A: We supply both nicotine containing and nicotine free cartridges. Nicotine is addictive but does not itself cause cancer. For safety, we have embedded a smart chip in all our Genesis products to prevent over-dosage.



Q: Which flavour should I choose?

A: It is really down to personal preference. We have traditional cigarette flavours such as USA mix that taste the same as tobacco cigarettes. If you like what you are smoking and would like to find replacement, we recommend cigarette flavours. If you like something fruity, try our fruit flavours. Our most popular flavours are USA Mix, Gold&Silver, Dessert Hunchback, Watermelon and Menthol.