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Ploom products contain tobacco and are intended for use by existing smokers aged 18 or over. Please note, we will need to confirm your age during the checkout process.

More information can be found here

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    What is Ploom?

    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?

    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?

    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?

    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?

    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?

    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?

    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?

    How do I dispose of Ploom products?

    Can I return the products to you for recycling?

    Can I carry the Ploom device on board an airplane?

    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?

    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.

    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?

    0800 876 6594 Monday to Friday, 08:00 - 22:00
    Saturday & Sunday, 10:00 - 18:00
    Write to us Fill our our contact form and
    we will get back to you with support.

    How to Use

    Want to see how easy it is to use your Ploom device? Check out our how to videos which cover getting started, cleaning your device and how to charge.

    View all videos

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    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.

    0800 876 6594 Monday to Friday, 08:00 - 22:00
    Saturday & Sunday, 10:00 - 18:00
    Write to us Via our contact form

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