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These are some of the most frequently asked questions that are here to make your life a little easier when placing your order.
We ship worldwide. However please make sure check your local law before ordering as laws differ from country to country. By ordering, you are confirming that you are ok to do so.
We accept all major credit/debit cards online or over the phone.
Our online sales are 3D Secure, 256 bit encrypted and hacker safe making it a very safe place to enter your details. All phone order payments are put through a secure VSP terminal online and once the payment goes through, we do not hold any records of customer’s credit/debit card details and all other customer’s information remains highly confidential.
If you are placing a phone order please note we have to speak to the owner of the card when taking the payment details. This is purely for protection of the card holder and to prevent fraudulent transactions. We will also have to ship the parcel to the card billing address for all phone orders.
International Gift CardsInternational Gift Cards are also accepted online and over the phone should you not have a credit/debit card. Please call the gift card company to register the card and tell them you are purchasing overseas so they could activate it for international use and remove all blocks on international transactions.
Multiple Gift CardsYes, we could process the payment with multiple gift cards over the phone. If you cannot call internationally please email sales@attitude-smoking-lounge.com and we will give you a call.
Cash Orders
If you do not wish to process a transaction online or over the phone you can place an order online and choose Cash payment method at the checkout. Your order will be created on the system and you will be given an order number.
You can send your order number and cash to:
We would advise to use registered mail services so you could follow tracking.
Cheques and postal/money orders can only be accepted from within the United Kingdom.
Please note there will be a two-week holding period for an order paid for with a personal cheque.
We accept bank/wire transfers. You can place an order online and choose Bank Transfer payment method – an email with the details for the bank transfer will be sent to you. We accept UK and international bank transfers.
If you have any questions about how to make a bank/wire transfer please contact our customer service via email or phone.
Never! We use secure payment system. We never have access to your card details.
As ASL is a UK based company we will charge you in UK currency (GBP). Your bank will deal with any currency conversions on their end.
We charge only the total order amount in GBP. Please note your card issuer/bank might apply additional fee for using the card overseas.
Please use the currency converter on the top of the website, this will convert most currencies and you will be able to see the approximate amount. Please be aware that you will be charged in GBP at the checkout and the final amount in your currency will depend on your card issuer and their exchange rate.
Please contact our customer service so that we could check why the payment has failed and try to process the payment over the phone.
International Payments:If the bank has declined the payment please contact your bank/card issuer and ask them to remove any blocks they may have on International transactions. Please make sure all information entered is 100 % correct and you have sufficient funds to process the transaction. Once you have done this, please place a new order and try again either online or over the phone and the payment should be successful
If you are 100% sure that you have entered all details correctly and your card is activated for international use however the payment has failed please contact us so that we can help you through the process and try taking the payment over the phone.
3D Authentication is an extra security measure your bank may ask for when going through the checkout. If you do not know the password, please contact your bank/card issuer and they can help set this up / verify it. In the case that you do not know this password, you could call us and we will process the payment over the phone. Please be aware that the order has to be shipped to the card billing address and we have to speak with the cardholder if you pay for the order over the phone.
You may need to double-check the details you have entered. You can also contact our customer service via phone or email.
If you place an order online, you will automatically receive an e-mail to confirm receipt of your order. (If ordering over the phone, you can request it on completion of payment). You will then receive an e-mail shortly after, notifying you of your tracking number, (if ordering over the phone, you can request it on completion of payment) and that the order is being processed.
Orders are normally processed between 8.30 am and 4.30 pm Monday – Friday UK time.
If you have not received your tracking number, always remember to check your junk mail folder before contacting us as e-mails do not always end up in your inbox. You can view your tracking ID by logging in to your account under the “Order History” section too.
We do quote three working days for an order to be processed and shipped.
1. U.K. Mainland deliveries usually take between 1-4 working days and are sent ‘recorded, signed for’, which makes them easy to track. Should you not be at home when a delivery is attempted, your postman/delivery man will leave a slip and your package will be returned to your closest mail depot office/courier services office, awaiting collection. If you do not collect your parcel it will be returned to us and we will then contact you to confirm that your address details are correct so that we can reship it to you. Please note you might need to pay the shipping fee if you want it to be resent. We cannot be held responsible if the parcel is not returned back to us.
2. 99% of International orders are usually delivered within 7 – 10 working days; however they can take up to 21 working days (excluding weekends). Please note we will send your items with signature required, no signature required or regular AirMail international mail services. If a card notifying you of an attempted delivery is left, please contact your local mail services/courier services and collect the package from them or arrange a redelivery. If you do not collect your parcel it will be returned to us and we will then contact you to confirm that your address details are correct so that we can reship to you. Please note you might need to pay the shipping fee if you want if you want it to be resent. We cannot be held responsible if the parcel is not returned back to us.
Carriers Used (UK)
Royal Mail, delivery time 1 to 4 business day after the order has been dispatched.
We might also use the courier services for larger and fragile items.
Carrier Used (Outside of the UK)
It will be your national mail services.
We might also use the courier services for larger and fragile items.
U.K. Mainland Deliveries: Please contact us if you have not received your parcel in 10 business days after the dispatch date. Once you have done so, we will make the enquiries to track your parcel down with the relevant postal/courier service. If we are unsuccessful then we will contact you to discuss your options.
International Deliveries: If your parcel is an international parcel and you do not receive your goods within 21 working days (excluding weekends), then please contact us. Once you have done so, we will make the enquiries to track your parcel down with the relevant postal/courier service. If we are unsuccessful then we will contact you to discuss your options.
If the parcel has been deemed as “undeliverable as addressed/unable to forward/unclaimed” with the mail/courier services we will have to wait for the parcel to be returned to us. If and when it gets back to us we will contact you via email (if email address has not been provided we will call the phone number you have given). We cannot be held responsible if the parcel is not returned back to us.
Unfortunately we cannot reserve any stock unless a payment has been made. This includes postal/cash orders too. If you make an order and send payment through the post, we cannot guarantee you will receive the desired items as they may go out of stock by the time the postal/cash order reaches us. We do apologise for any inconvenience caused by this, but we cannot guarantee stock due to volume of orders that are made and unpaid for.
On the whole, we usually have all items in stock. Should we run out of a product (which does happen from time to time) and we can’t fulfil your order, we will contact you straight away, either by e-mail or by telephone. If you can’t wait for your items to arrive, you can choose an alternative to replace the out of stock product, to the same value or more, (this may require an additional payment over the phone) so your order is shipped immediately and isn’t delayed any further. If there is no other product that you would like to exchange it for we will offer you a refund on the out of stock item.
This is easily resolved. You can have a password sent to the email address by using the ‘forgotten your password’ button on the homepage or at the checkout.
Alternatively just give us a call or send us an e-mail. We will ask you a few questions about your personal details to verify we are talking to the account holder. Once we are happy we are talking to the right person, we will then advise you of your password.
Promotional items are the free of charge items we give away with the purchase. If you have qualified for any promotional items, these will be added to your cart automatically. If these are not added, please double check the details of the promotion to make sure your order qualifies for it and contact us before placing your order.
Please note we reserve a right to change the promotional items with no given notice, but we do our best to make sure you will get the ones listed on your order.
With the price match, the order must be placed over the phone and you will need to give us the link to the website where the other price is. We will match this for you if the product is in stock on the other website and they must ship to your country, and please note we will not be giving away any promotional items or the discount code if you do decide to price match with us.
Please contact us via phone or email immediately. We will have to see a picture of the item you have received. Once we have a proof that we have sent an incorrect item we will contact you to discuss your options.
Any unwanted items can be returned within 14 days as long as they come in the original condition and packaging. Items returned must be in a new and unused condition and are the responsibility of the customer until they reach ASL. We will not accept any extra charges for courier services or customs. We accept no responsibility for shipments confiscated by customs.
The shipping cost is non-refundable unless you are returning a faulty product, error was made by us or a damaged product was received.
Damaged ItemsIf you receive a product from us that has been damaged during transit please contact us via email or phone within 48 hours of signing for the parcel, package or packet. You will need to email us with a clear picture of the damaged product and quote your order number. Once we have received the pictures and examined them we will arrange for a replacement to be sent out to you. You may be required to send the item back to us. We will refund the return postage costs to you.
Please fully inspect your item before use as items will not be replaced or refunded after use.
Please keep all packaging that your order arrives in/with, in case there is a problem with your shipment. We urge that you do this so we can help rectify the issue.
