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ClearSmoke Premium Starter Kit

ClearSmoke Premium
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All-Natural Lung Cleanser

Customer Support - FAQs

General

What is ClearSmoke?
How does ClearSmoke work?
Does ClearSmoke produce actual smoke?
Where can I smoke ClearSmoke?
Is ClearSmoke healthier than traditional cigarettes?
What are the effects of the nicotine in ClearSmoke?
What are the ingredients in ClearSmoke?

Ordering & Shipping

Who can buy ClearSmoke products?
How can I place an order?
How long will my product take to arrive?
Where does ClearSmoke ship?
How much is Postage & Packaging (P&P)?

LED Warnings & Solutions

See table for information on common LED warnings, meanings and solutions.

Batteries

How do I know when a battery needs recharging?
How long does it take to fully charge a battery?
How long should a battery last between charges?
How do I store my ClearSmoke cigarette when not in use?
Why is the tip of my battery blinking red?
Why does the battery feel hot?
Why aren't I getting any smoke, even though I'm inhaling hard?
Do you offer different coloured glowing tips?
Do you offer a long-life battery?

e-Cig Refills

How long does each e-cig refill last?
Are different nicotine strengths available?
Which flavours do you offer?
Why does the refill seem to be leaking when I inhale?

Accessories

Do you offer a hard carry case?
Which different types of charger do you offer?

Trial Offer

What is the trial offer?
Why do you need my credit card details?
How do I cancel my trial?
How do I return the kit?
How do I order more e-cig refills?

Super Value Pack

How many refills do I get?
What sort of savings do I make?
Which flavours can I order?

Lounge Programme

What sort of savings do I make with the Lounge?
How often will my e-cig refills be delivered?
Can I change the strength and flavour of the refills I've ordered?
What does my Extended Warranty include?
Do I get free Postage & Packaging on all my orders?
What does 'priority ordering' refer to?
What sort of 'members-only' promotions can I expect?
How do I cancel my Lounge Programme membership?

Auto-Refill Programme

How often will my e-cig refills be delivered?
Can I change to the Lounge Programme?
Can I change the strength and flavour of the refills I've ordered?
What does my Extended Warranty include?
Do I get free Postage & Packaging on all my orders?
What does 'priority ordering' refer to?
What sort of 'members-only' promotions can I expect?
How do I cancel my membership?

My Account

How do I create an account?
How do I sign in?
Why won’t my email address work?
I've forgotten my password
How do I change my registered email address and/or password?
How do I change my billing or shipping address?
Can I view my order history?
What is the Subscriptions section?

Guarantees & Warranties

How long does my product warranty last?

Answers

General

What is ClearSmoke?
ClearSmoke is a battery-powered, flame-free device which acts as an alternative to traditional cigarettes. ClearSmoke electronic cigarettes simulate the smoking experience by delivering nicotine within a harmless water vapour. The product is completely combustion-free and contains no tobacco, no tar and no ash and consequently, none of the harmful chemicals found in tobacco.

How does ClearSmoke work?
The ClearSmoke electronic cigarette includes a battery, which powers an atomiser within the device, which in turn, heats the liquid nicotine, creating a vapour which users then breathe in and exhale.

Does ClearSmoke produce actual smoke?
ClearSmoke electronic cigarettes produce a water vapour when you exhale. This looks and feels like smoke from a traditional cigarette, but is odourless, harmless to those around you and disappears in several seconds.

Where can I smoke ClearSmoke?
As ClearSmoke is not a ‘lit tobacco product’ (which the 2007 UK Smoking Ban specifically refers to), it is legal to use the product indoors in places including pubs, bars, restaurants, planes and offices.
Don’t be surprised if you get asked some questions! Each ClearSmoke starter kit comes with an Information Card, which you can also request as part of your next ClearSmoke product delivery.

Is ClearSmoke healthier than traditional cigarettes?
The advantage of electronic cigarettes is that they do not contain any of the 4000+ chemicals found in traditional cigarettes (such as tar, carbon monoxide, carcinogens, ammonia, formaldehyde and arsenic). Small doses of nicotine are delivered within a harmless water vapour.

What are the effects of the nicotine in ClearSmoke?
Nicotine is a stimulating substance which is considered to be habit forming and addictive. The carcinogenic properties of nicotine in a standalone form, separated from tobacco smoke, have not been evaluated by the International Agency for Research on Cancer/IARC. Please consult your doctor before using, or if you have additional questions. ClearSmoke does offer a nicotine-free option for those users wishing to be completely tobacco-free, nicotine-free and smoke-free.

What are the ingredients in ClearSmoke?
ClearSmoke contains nicotine, propylene glycol, and safe flavouring ingredients exclusive to ClearSmoke. Propylene glycol is an ingredient found in many health products and medicines. ClearSmoke offers a range of different flavours and strengths to satisfy the needs of a variety of users.

Ordering & Shipping

Who can buy ClearSmoke products?
You must be 18 years or older and live in the UK to purchase our products. You must also have a valid credit or debit card.

How can I place an order?
The majority of orders are made online, but you can also call our Customer Service line and place your order by phone. To order ClearSmoke products online, please visit the ClearSmoke Starter Kit page or select from our various Refills and Accessories. To order ClearSmoke products by phone, please call Customer Service on 0800 335 7004.

How long will my product take to arrive?
Orders are promptly processed and dispatched by ClearSmoke within 1 working day. Occasionally we experience a high volume of orders, in which case there may be a slight delay. Delivery is dependent on Royal Mail - the standard estimation for delivery is 5-7 working days, subject to delays. Please note: orders placed on Friday are not shipped until Monday.

Where does ClearSmoke deliver to?
ClearSmoke uses Royal Mail, who deliver to anywhere in the UK, including the Channel Islands, Isle of Man and Northern Ireland. You must have a valid UK address to place and receive an order.

How much is Postage & Packaging (P&P)?
The standard Postage & Packaging cost for ClearSmoke products is £3.99. All orders over £30 include FREE P&P. Please note Postage & Packaging charges are non-refundable.

LED Warnings & Solutions

LED Indicator What does this mean? How do I resolve this?
LED flashes 3x when in use You have inhaled continuously for over 5 seconds The power is temporarily disabled automatically to allow the e-cig to cool to a normal temperature
LED flashes 3x when being recharged Battery is fully charged Once the LED has flashed 3x after charging, the e- cig is ready to use
LED flashes 15x when in use Battery life is depleted Fully recharge the battery for 2 hours

Note: If you are using the product and the LED does not glow, then the most common course of action is to charge the battery, as this is most likely to solve the problem.

Batteries

How do I know when a battery needs recharging?
Your ClearSmoke battery will blink several times when it needs to be recharged. Please note: your battery will also blink during periods of heavy use. If this occurs, increase the length of the intervals between drags to allow the device time to function effectively.

How long does it take to fully charge a battery?
When you first receive your product, you should charge the batteries for a full 2 hours to calibrate them. Once calibrated, a fully discharged battery will take an average of 1 hour to completely recharge. You can recharge your batteries using the USB charger or mains adapter, both of which are included in your ClearSmoke Premium Starter Kit.

How long should a battery last between charges?
Battery life will vary greatly depending on how often you use the product, and the intensity of your drags. Heavy smokers will probably need to recharge their battery more frequently than light users.

How do I store my ClearSmoke cigarette when not in use?
It is important that you store the ClearSmoke with the battery pointed downwards and the mouthpiece pointed towards the ceiling. This allows gravity to push the liquid down over the atomiser, not away towards the mouthpiece. Before using the product, we recommend you make sure it has been stored vertically for some time.

Why is the tip of my battery blinking red?
There are two possible reasons for this. Your battery may need to be recharged or you may be smoking the product too heavily within a one-minute period. In this instance, reduce the frequency of your drags to allow the device to function effectively.

Why does the battery feel hot?
This indicates over-activity of the battery, which is typically caused by smoking too frequently during a given time period.

Why aren't I getting any smoke, even though I'm inhaling hard?
First, check that the e-cig refill isn't too tightly wound into the battery, as this may have an impact on vapour production. If this doesn't solve the issue, you can further optimise your vapour production by taking 2 – 3 short puffs on the product before taking a full drag. You should only need to do this at the beginning of a given smoking session, not before every drag. The short puff action helps warm up the atomiser within the e-cig refill and increase the production of vapour. Finally, when smoking, remember to keep the battery pointed at a slightly downward angle.

Do you offer different coloured glowing tips?
We currently stock batteries with red and blue glowing tips for our electronic cigarettes. The red option provides the closest match to the appearance of a normal cigarette, while the blue option makes it clear in indoor or public spaces that you are not smoking a traditional cigarette and avoids any confusion.

Do you offer a long-life battery?
Our Ultra LongLife battery provides over 30% extra battery time, which enables you to vape for longer and makes it ideal for long journeys, days out or other times when you’re away from a power source. The life of all batteries is dependent on each individual’s use and drag intensity.

e-Cigs Refills

How long does each e-cig refill last?
Each e-cig refill lasts 240-360 puffs depending on the smoking habits of the user. One ClearSmoke e-cig refill is the equivalent of approximately 36 traditional cigarettes.

Are different nicotine strengths available?
In terms of strength, there are three e-cig refill options on offer to suit all customer needs:
• Light (11mg)
• Medium (18mg)
• Strong (24mg)

Which flavours do you offer?
We offer a range of flavours - Tobacco, Marlboro, Camel, Cherry and Mint - as well as a nicotine-free option.

Why does the refill seem to be leaking when I inhale?
This is due to excessive inhaling from the mouth piece. When you add a new refill, ensure you twist it a third of the way round in order to open up the airflow more. This should make it easier to take a drag. At the start of a smoking session, try to do 2-3 short puffs prior to taking a full drag – this primes the atomiser and also makes it easier to inhale.

Be sure to store your electronic cigarette with the battery pointed downwards and the mouthpiece pointed towards the ceiling. This allows gravity to push the liquid down over the atomiser, not away towards the mouthpiece. This also applies when smoking the e-cig - keep the battery lower than the level of the mouthpiece. If you smoke with the battery pointed upward, it can cause the liquid nicotine to run in the wrong direction and impair the function and effectiveness of the device.

Accessories

Do you offer a hard carry case?
Yes, our resilient metallic case provides a stylish, light-weight way to carry your products and protect them from everyday conditions. The hard-wearing Premium Carry Case includes partitions for 2x complete batteries + refills (or 2 long life batteries), plus 2x extra refills and 1x USB Stick Charger, you can have two fully-charged e-cigs and the equivalent of 140 cigarettes with you at all times.

Which different types of charger do you offer?
We offer a USB charger, mains adaptor and a car charger so that you never have to be without a fully charged e-cigarette.

Trial Offer

What is the trial offer?
When you accept our trial offer, we’ll send you the complete ClearSmoke Premium Starter Kit to try out and evaluate over a period of 15 days. If you feel the product isn’t for you, simply cancel your trial within the 15 days and return the kit to us.

Why do you need my credit card details?
We need your credit card details in order to process the initial charge for postage and packaging (P&P) for the starter kit, which is required to ensure safe delivery by Royal Mail.

How do I cancel my trial?
If you wish to cancel your trial, please call our Customer Support on 0800 335 7004 (7 days a week, 8am-8pm) or email support@clearsmoke.co.uk.

How do I return the kit?
If you feel that ClearSmoke is not for you and cancel your trial within the 15 days, you’ll be required to return the product back to us using the sticker provided on the Dispatch Note. The returns address is:

ClearSmoke
PO Box 17453
Edinburgh
EH12 1LD

How do I order more e-cig refills?
We offer refills in light, medium or strong options and a range of flavours in packs of 4. They can be ordered here or by calling our Customer Support team on FREEPHONE 0800 335 7004 (7 days a week, 8am-8pm).

Super Value Pack

How many refills do I get?
The Super Value Pack includes 3 x 12-packs of tobacco refills (Light, Medium, Strong), meaning you get 36 refills. Each refill is equivalent to approximately 36 traditional cigarettes. The Super Value Pack should last a 20-a-day smoker approximately two months, however all estimates are dependent on the individual’s personal use, intensity of drags and length of inhalation.

What sort of savings do I make?
A single 12-pack of tobacco refills usually costs £29.95 - the packs in the Super Value Pack cost just £24.95 each. Plus you'll get FREE P&P as your order is automatically over £30. With 36 refills equalling around 1296 cigarettes in total, the deal means you're paying roughly £1.17 each per pack of 20 'cigarettes'.

Which flavours can I order?
The Super Value Pack is currently only available in Tobacco Flavour. This is based on customer feedback, product popularity and demand. Please keep an eye on this website, Facebook and Twitter for all new product launches.

Lounge Programme

What sort of savings do I make with the Lounge?
Lounge Programme members can save:

  • 23% on purchasing 3x any non-tobacco flavour 4-packs in one order – TOTAL = £32.85 (3x £10.95 plus FREE P&P)
  • 26% on purchasing 1 x 12-pack tobacco flavour refills - TOTAL = £33.94 (£29.95 + £3.99 P&P)
  • 44% on purchasing three individual non-tobacco flavoured 4-packs in separate orders - TOTAL = £44.82 (£10.95 + £3.99 P&P 3x)

This is compared with a flat fee of £24.95 per month for 12 refills with the benefit of free P&P.

How often will my e-cig refills be delivered?
Your first batch of refills will arrive approximately 30 days after you place your initial order. Fresh supplies will then arrive every 30 days, directly to your door, for the duration of your Lounge Programme membership.

Can I change the strength and flavour of the e-cig refills I’ve ordered?
You can order different strengths and flavours just by calling our Customer Service team on 0800 355 7004 (7 days a week 8am – 8pm) or by emailing support@clearsmoke.co.uk. Be sure not to place an order for new or different refills through the online store, as you will not benefit from the free Postage & Packaging that comes as part of your Lounge membership.

What does my Extended Warranty include?
ClearSmoke Lounge Programme members receive an extended warranty on all ClearSmoke products purchased whilst their Lounge membership is active, with the benefit of free shipping. There is a limitation of 1 battery per month

Do I get free Postage & Packaging on all my orders?
The free shipping benefit only applies to your monthly delivery of refills and any replacement parts
you may need, which come as part of your Extended Warranty. Additional accessories should be purchased through the online store and standard P&P charges will apply (£3.99 on orders under £30, all orders over £30 receive free P&P).

What does ‘priority ordering’ refer to?
All orders placed by Lounge Programme members are given priority over standard orders placed through the website, meaning you’ll receive your products, refills or accessories first.

What sort of ‘members-only’ promotions can I expect?
As a member of the Lounge Programme, you can expect to see a range of great promotions, whether it’s limited-time discount codes or special seasonal offers. Be sure to become a fan on our Facebook page and follow us on Twitter so that you don’t miss out on other exclusive deals.

How do I cancel my Lounge Programme membership?
Lounge Programme members have the option to cancel the subscription at any time, just by calling our Customer Support Centre on 0800 335 7004 (7 days a week, 8am – 8pm) or emailing support@clearsmoke.co.uk.

Auto-Refill Programme

How often will my e-cig refills be delivered?
Your first batch of refills will arrive approximately 30 days after you place your initial order. Fresh supplies will then arrive every 30 days, directly to your door, for the duration of your Auto-Refill Programme membership.

Can I change to the Lounge Programme?
Yes. Call 0800 335 7004 (7 days a week 8am – 8pm) or email support@clearsmoke.co.uk and a member of the team will be happy to help.

Can I change the strength and flavour of the e-cig refills I’ve ordered?
You can order different strengths and flavours just by calling our Customer Service team on 0800 355 7004 (7 days a week 8am – 8pm) or by emailing support@clearsmoke.co.uk. Be sure not to place an order for new or different refills through the online store, as you will not benefit from the free Postage & Packaging that comes as part of your membership.

What does my Extended Warranty include?
All ClearSmoke products purchased during your membership are covered by an extended warranty,
which includes free Postage & Packaging. There is a limitation of 1 battery per month. Please note this
warranty refers to replacement parts only - additional accessories should be purchased through the online store and standard P&P charges will apply.

Do I get free Postage & Packaging on all my orders?
The free shipping benefit only applies to your monthly delivery of refills and any replacement parts you may need which come as part of your Extended Warranty. Additional accessories should be purchased through the online store and standard P&P charges will apply (£3.99 on orders under £30, all orders over £30 receive free P&P).

What does ‘priority ordering’ refer to?
All orders placed by members are given priority over standard orders placed through the website, meaning you’ll receive your products, refills or accessories first.

What sort of ‘members-only’ promotions can I expect?
As a member of the Auto-Refill Programme, you can expect to see a range of great promotions, whether it’s limited-time discount codes or special seasonal offers. Be sure to become a fan on our Facebook page and follow us on Twitter so that you don’t miss out on other exclusive deals.

How do I cancel my membership?
All members have the option to cancel their subscription at any time, just by calling our Customer Support Centre on UK FREEPHONE 0800 335 7004 (7 days a week, 8am – 8pm) or emailing support@clearsmoke.co.uk.

My Account

How do I create an account?
It’s easy! Just visit our Sign In page here. Then click ‘Create Account’ under New Customers and add your name, email address, a password and your billing and shipping address details.

How do I sign in?
Just visit our Sign In page here and enter your email address and password.

Why won’t my email address work?
Check you’ve entered the correct information without any typos or extra spaces. Remember that you may have originally registered a different email address than the one you’re currently using.

Please note: Customers who take advantage of our Trial Offer are not registered on this site - please create an account as a New Customer.

If you continue to have problems, please email support@clearsmoke.co.uk and we will retrieve your details for you.

I've forgotten my password
No problem! Just click the ‘Forgot Password?’ button to be sent an email reminder.

How do I change my registered email address and/or password?
Once you’ve signed in, you’ll be taken to your Account Overview, where you can edit your Account Information, including your name, email address and password.

How do I change my billing and/or shipping address?
You can edit, delete or add new billing and shipping addresses in your Account Overview.

Can I view my order history?
You can view your recent orders in your Account Overview. By clicking on ‘View All’, you’ll be able to see which items you ordered, when the order was place and the current status of that order under Order History.

What is the Subscriptions section?
This part of your account allows you to view and update the subscriptions, partner products and newsletters you currently receive, such as the Lounge Programme. You can subscribe or unsubscribe from all options at any time.

Guarantees & Warranties

How long does my product warranty last?
All standard ClearSmoke customers benefit from:
• A one-year warranty on USB charging cables, wireless USB chargers and mains adaptors
• A three-month warranty on batteries

ClearSmoke Lounge Programme members benefit from:
• An extended warranty on all ClearSmoke products purchased whilst their Lounge membership is active, with the benefit of free shipping.

Please note: ClearSmoke e-cig refills are consumable items and are therefore not under warranty.

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