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    What delivery service is used?

    All deliveries are sent using Royal Mail Tracked – a 1 to 2 day service.

    Was this helpful?

    What colours is the device available in?

    How do I use my Ploom Device?

    What is the waiting time until my Ploom device is ready to use?

    How do I stop a session?

    Is it possible to change colours of each LED indication?

    Is it alright to use my Ploom device while it is wet?

    Can I re-start using my Ploom device after not using it for a while?

    I left my Ploom device in a high-temperature place for a long period of time. Is it alright to use the device?

    How do I reset my Ploom device?

    How do I register my device?

    Where do I find my device serial number?

    What is the difference between a heated tobacco stick and cigarettes/cigars?

    Can other heated tobacco sticks / conventional cigarettes sticks be used with my Ploom S device?

    Can EVO sticks be used with other devices?

    What kind of tobacco blends are used in the sticks?

    Why is the expiry date for sticks not indicated?

    How long does the original EVO tobacco stick flavour last?

    Are there any storage requirements for the EVO tobacco sticks?

    How do I know when it is time to replace the tobacco stick?

    What should you do in the event of accidental ingestion?

    There is white stain / matter stuck on the menthol tobacco stick. Is this alright?

    What are the yellowish (or brownish) stains on the tobacco paper (stick)?

    During use, the EVO tobacco stick descends in the heat chamber below the perforation line. Is this normal?

    During use, the stick moves in the heat chamber. Why? Is this normal?

    What is the smoking experience of these products in terms of milligrams tar when compared to cigarettes?

    What is the amount of tar and nicotine included in the vapour (including ingredients derived from tobacco leaves)?

    How many puffs can I take with one EVO tobacco stick / How long is a session?

    The new EVO tobacco sticks are longer than old ones. How should I use them?

    When I insert the new EVO tobacco sticks into the device up to the point that the ventilation holes are visible, the tobacco stick does not fit snugly into the heating chamber. Is this normal? If I insert the tobacco stick further, the tobacco stick fits well. Can this damage the device?

    Why is the filter longer in the new EVO tobacco sticks?

    What is the length of the new EVO tobacco sticks?

    How is the tobacco in EVO tobacco sticks processed?

    What kind of tobacco blends are used in EVO tobacco sticks?

    Do EVO tobacco sticks contain propylene glycol?

    Do EVO tobacco sticks produce any tar?

    Are tobacco ingredients contained in the inhaled vapour?

    What is OptiCut?

    What is Activblend™

    What is the Ploom ‘Refer a Friend’ scheme?

    How do I refer a friend? / How does this referral program work?

    Which of my friends are eligible to refer? / Who can I refer?

    Where can I find my Referral Code?

    Where can I share my Referral Code?

    I’ve sent my friend my Referral Code, what happens now?

    How do I track referrals?

    How do I redeem my £20 credit?

    If I’ve referred a friend, when does my £20 credit expire?

    What can I spend my £20 credit on?

    Is there a limit to the number of people I can refer?

    If I cannot find an answer to my question on the Refer a Friend program, who can I contact?

    Help
    Would you like a demo?

    Click here to request a personalised session with one of our dedicated Ploom Mentors.

    Need some help?

    The Ploom Customer Care team will be happy to answer any of your questions and help in any way we can.

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