FAQ
FREQUENTLY ASKED QUESTIONS
Got a question? We've got you covered. If you can't find what you're looking for, drop us a message — we're always happy to help.
SHIPPING
Where do you ship to?
We ship across the UK and to selected international destinations.
Shipping to EU countries is currently temporarily paused while we make sure the correct cross-border requirements are in place.
If your country is available at checkout, we can currently ship there.
When will my order be dispatched?
Smoking Helps is a small independent business, so orders are dispatched on selected days throughout the week rather than every day.
We'll always aim to get your order packed and moving as quickly as possible. Orders placed after a dispatch day may be processed on the next available shipping day.
How long does delivery take?
Delivery times vary depending on your destination, the product ordered and where it is being fulfilled from.
UK delivery estimates apply after dispatch. International orders may take longer due to customs and local delivery networks.
See our Shipping & Delivery page for more details.
How much does shipping cost?
UK standard shipping is £3.99, with free standard shipping on orders over £100.
Express UK delivery is £8.99 where available.
International shipping prices are calculated at checkout based on your destination and order.
For full details, see our Shipping Policy.
Will I receive tracking?
Yes. All Smoking Helps shipping is tracked.
Once your order has been dispatched, you'll receive tracking information by email.
Why has only part of my order arrived?
Some products are dispatched directly by Smoking Helps, while some clothing, merch and made-to-order items may be sent by one of our fulfilment partners.
This means items from the same order can occasionally arrive separately. If this applies to your order, you may receive more than one tracking number.
Do you still ship to the EU?
Not at the moment.
EU shipping is temporarily paused while we review updated requirements affecting cross-border sales and product compliance.
It hasn't been permanently removed, and we'll review reopening it when the correct processes are in place.
Read our EU Shipping Update for more information.
RETURNS & ORDER ISSUES
What is your returns policy?
If you change your mind about an eligible purchase, contact us within 14 days of receiving your order.
Some products may be excluded from change-of-mind returns, including certain personalised, made-to-order or hygiene-sensitive items.
Please contact us before returning anything so we can confirm the right next step.
What if my order arrives damaged?
Contact us as soon as possible and keep the item and all packaging.
Please send clear photos of the damaged product, internal packaging, outside of the parcel and shipping label so we can investigate and help resolve it.
Something is missing from my order — what should I do?
Check your tracking emails first in case your order has been split into separate shipments.
If something should have arrived but hasn't, send us your order number and let us know what's missing.
I received the wrong item — what should I do?
Sorry about that — send us your order number and a clear photo of what you received.
Please don't use the item while we're checking it, and we'll help with the next step.
Can I change or cancel my order?
Contact us as soon as possible.
We'll always try to help, but we can't guarantee changes once an order has entered fulfilment or been dispatched.
GLASS TIPS
What size glass tip should I choose?
There isn't one universal standard size.
Glass tips come in different diameters, so the best choice depends on the type of roll and finish you prefer. Smaller diameters give a slimmer finish, while larger tips create something wider.
Check the individual product listing for measurements or message us if you want help choosing.
You can also read The Smoking Helps Guide to Glass Tips for more.
Do glass tips work with king-size papers?
Yes — most glass-tip sizes can be used with king-size papers.
Paper length and tip diameter are separate choices, so you don't need a special "king-size" glass tip.
How do I clean my glass tip?
For routine cleaning, plain glass tips can usually be cleaned with warm soapy water.
Some glass can also be cleaned using isopropyl alcohol. Always check any product-specific care guidance first, particularly with decorated, coated or specialist glass.
Rinse thoroughly and allow it to dry completely.
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Smoking Helps.