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What are heated tobacco / T-vapour products?

Heated tobacco or tobacco vapour products, unlike electronic cigarettes, contain tobacco and create a tobacco-enriched vapour that can be inhaled. Importantly, the tobacco is heated rather than combusted during use of such products.

Ploom Products

So, is it a vape or a cigarette?

What are heated tobacco / T-vapour products?

What is ActivBlend™?

What is HeatFlow™?

Are Ploom products considered alternative products to cigarettes for adult smokers?

How safe is Ploom compared to cigarettes?

Does the Ploom device produce smoke?

Ploom Device

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?

EVO Tobacco Sticks

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™

Cleaning

How often should I clean my Ploom device?

How do I clean my Ploom device?

How do I clean the outside of my Ploom device?

Charging

How long does my Ploom device work when fully charged?

How is the remaining charge indicated?

Can I use my Ploom device while it is being charged?

How long does it take to recharge my Ploom device fully?

Can my Ploom device be charged by USB connection with a PC or a mobile battery?

How long is the product service life of the Ploom device?

21-Day Trial

What is the Ploom 21-Day Trial?

How do I start my 21-Day Trial?

What is in the trial bundle?

What happens at the end of my 21-Day Trial?

How do I return my device?

Troubleshooting

My device does not work

One of the LED lights is flashing - what does this mean?

The LED lights shows a flashing exclamation mark. What does this mean?

There is no residual battery power even after recharging my Ploom device correctly

Why can’t I recharge the device?

What should I do if the battery/device is so hot that I cannot even handle it?

I am having trouble with my Ploom S device

Disposal / Recycling

How do I dispose of Ploom products?

Can I return the products to you for recycling?

Travel

Can I carry the Ploom device on board an airplane?

Age verification

Why do I need to confirm my age?

When can I confirm my age?

How can I confirm my age?

What happens if my age cannot be confirmed via the website?

How will my details be used?

Delivery

When will my order be dispatched?

Do you deliver outside of the UK?

What delivery service is used?

What happens once I've purchased a product?

I've not received my product.

Warranty

How can I make a claim against the warranty?

What is a Ploom Lounge and where can I find one?

What if my product is no longer available?

What if you do not consider my product to be faulty?

Refer a Friend

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?