Welcome to the British Mist help and support section
Here, you can find comprehensive assistance regarding your account, including detailed information about your loyalty points and a wide range of commonly asked questions that frequently arise among users. Our goal is to provide you with all the necessary resources to ensure you have a smooth and enjoyable experience.
Creating an account takes just a moment. Click My Account in the top navigation, then select Register. Enter your email address and choose a password, then click Register to confirm. You'll receive a welcome email straight away and can start shopping immediately.
Go to My Account and click Lost your password? beneath the login form. Enter the email address linked to your account and click Reset password. Check your inbox for a reset link — it usually arrives within a couple of minutes. Check your spam folder if you don't see it.
Log in and head to My Account → Addresses. Click Edit under your shipping address, make your changes, and hit Save address. Your updated address will be available automatically at your next checkout.
Log in to My Account and click Orders from the dashboard menu. You'll see a full list of past orders, along with their status, date, and total. Click View on any order to see the full breakdown and download your invoice.
You automatically earn points with every purchase made while logged in to your account. Points can also be earned by leaving a review or on your birthday. To redeem them, simply add items to your basket and apply your points at checkout before completing payment.
We dispatch orders the same day when placed before our evening cut-off. Orders received after the cut-off or at weekends are sent out on the next available dispatch day. You'll receive a confirmation email as soon as your parcel is on its way.
Once your order has been dispatched, you'll receive an email with your tracking number and a link to follow your parcel's progress. You can also log in to My Account → Orders at any time to find your tracking details and current delivery status.
We offer a range of delivery options to suit you, including standard tracked delivery and next-day services. Your available options and any associated costs are shown clearly at checkout based on your location. We also offer free local delivery — see the section below for full details.
First, check your tracking link to see your parcel's current status. If the tracking hasn't updated or shows a problem, please get in touch with us directly and we'll look into it straight away. We aim to resolve all delivery issues as quickly as possible.
Yes, every order is sent in plain, unbranded packaging. Nothing on the outside of the parcel indicates the contents, so you can order with complete confidence.
The right strength depends on how much you currently smoke. Light smokers (1–5 cigarettes a day) typically do well on lower strengths, moderate smokers (6–14 a day) on mid-range, and heavier smokers (15+) usually need a higher strength to begin with. You can always adjust as you go.
Nicotine salts absorb more quickly and give a smoother throat hit at higher strengths, making them ideal for pod kits and those who want a cigarette-like experience. Freebase nicotine provides a stronger throat hit and is better suited to lower-strength sub-ohm setups or 50/50 kits.
A burnt taste usually means your coil needs replacing. Before fitting a new one, always prime it first by applying a few drops of e-liquid directly onto the coil and leaving it to soak for several minutes. Also check your tank has enough liquid and your power setting isn't too high for the coil you're using.
Leaking is often caused by an overfilled tank, a worn or incorrectly fitted coil, or a damaged seal. Check the coil is firmly seated, don't fill above the maximum line, and ensure all seals and o-rings are intact. If the problem continues, the coil likely needs replacing.
Start with the basics: confirm your device is switched on (most devices power on/off with 5 rapid button clicks), check the battery is charged, and make sure there's e-liquid in the tank. If the screen shows a "no atomiser" error, remove and reattach the tank or pod and check the connection is clean and seated straight.
Yes, we ship seven days a week. Place your order before our daily cut-off time for same-day dispatch. Orders placed after the cut-off will go out the following day. Dispatch and delivery timescales are shown clearly at checkout.
Yes. Once your order has been dispatched, open the tracking link in your dispatch confirmation email. From there you can opt in to SMS notifications so your courier keeps you updated by text as your parcel makes its way to you.
We're sorry if your order arrived in less than perfect condition. Please take a few clear photos showing the damage and contact us with your order number. Our team will review it promptly and arrange a replacement or refund as appropriate.
If your order hasn't yet been dispatched, please contact us as soon as possible and we'll do our best to help. Once a parcel has left our warehouse, we're unable to change the courier or delivery service that was selected at checkout.
At this time we only ship to addresses within the United Kingdom, due to the varying regulations on vaping products across different countries and restrictions that apply to sending certain goods by air freight.
We accept returns on unused, unopened items within 30 days of purchase. To start a return, please contact us with your order number and the reason for your return. Once approved, we'll provide instructions on how to send the item back to us.
If you believe your product is faulty, please get in touch straight away with your order number, a brief description of the issue, and photos if possible. We'll assess the item and arrange a replacement or refund under the terms of our warranty.
Once we've received and inspected your returned item, we'll process your refund within a few working days. Funds are returned to your original payment method and typically appear in your account within 3–5 business days depending on your bank or card provider.
For hygiene and safety reasons, we're unable to accept returns on e-liquids or any products that have been opened or used, unless they are faulty. If you have a problem with a product you've already opened, please contact us and we'll be happy to help.
We're sorry about that! Please check your dispatch email in case your order was split across more than one parcel. If something is genuinely missing, contact us with your order number and we'll investigate and resolve it for you as a priority.
Yes! We offer completely free local delivery to customers in our area. Simply place your order online as normal and select the local delivery option at checkout — there's no minimum spend and no delivery charge.
Our free local delivery covers [YOUR AREA HERE]. Not sure if you're included? Enter your postcode at checkout and the local delivery option will appear automatically if you're within our delivery zone.
Local deliveries are typically made the same day or next day depending on when you order and the timing of our local delivery runs. You'll receive a notification when your order is on its way.
As our products contain nicotine, we do require someone to be present at the delivery address to accept the order. If no one is available, our driver will leave a note and we'll arrange a convenient redelivery time with you.
There is no minimum order value required for our free local delivery service. Whether you need a single bottle of e-liquid or a full shop, we'll bring it straight to your door at no extra cost.