Frequently Asked Questions
Who is Totally Wicked?
Established in 2008, Totally Wicked is at the forefront of vaping in the UK. We value honesty, integrity and putting our customers first. We offer our customers only the best vaping products on the market and a whole host of UK produced and manufactured e-liquid. Want to learn more about Totally Wicked? Visit our About us page.
How can I get involved with Totally Wicked?
There are various ways to contact us, via social media, live chat, email or just give us a call.
Email – email@example.com
Phone – 01254 692244
Do you ever have money off?
Yes, we have many offers. Keep an eye out on our Offers page and of course our newsletters.
Do you have discount codes?
Yes, we post codes onto our Twitter page.
Do you have any retail shops?
Yes, we have hundreds of stores across the country. To find your nearest, visit our Find A Store page.
Why do you rebrand some products?
There are several reasons why we rebrand our products. If you are getting a Totally Wicked version of a product you know it’s genuine, there are a lot of non genuine (clone) products flooding the vaping market and you can never be sure if yours is the real deal, with a Totally Wicked product you have that assurance. When we put our name on an e-cig it means it has been through our strict testing regimes and is only the best, only when we are happy of that do we brand it. You also have the backing of our warranty and excellent follow-up customer service.
What payment methods do you accept?
PayPal, Visa, Maestro and Mastercard. (Amex not accepted)
What name will appear on my bank statement?
Pillbox38 (UK) Limited
What are the delivery options available?
We offer a flat rate of shipping, an express rate for next day and free delivery for all orders over £30. See our Delivery page for more details.
What countries do you deliver to?
We deliver to most countries, however, each country has its own rules on the import of e-cigarettes and e-liquids and we recommend checking these out before ordering as we cannot hold any responsibility for items which have been held/destroyed by customs or incur a customs charge. Find out more on our Delivery page, or contact our customer service team on: 01254 692244.
Can you deliver to the USA?
Unfortunately not sorry, however Electric Tobacconist is our authorised stockist in the US.
How will my parcel be delivered?
In a plain white, padded envelope, with a return address on the outside for Pillbox 38 (UK) Limited
Can I change my delivery address?
If you need to change your delivery address, please contact us within 30 minutes of placing your order. If the order is placed on a weekend, there is a chance it will already have been despatched before we reach your message, so please try calling on 01254 692244
How long will my parcel take to arrive?
This depends on what delivery option you choose when ordering. See our Delivery page for in-depth details.
My parcel hasn’t arrived, what can I do?
If you are in the UK and haven't chosen Special Delivery, then please allow up to 10 working days for your parcel to arrive, for Europe and the rest of the world please allow up to 30 working days. If this time has passed then please contact our customer service team on: 01254 692244 who will be happy to help.
Why can't I track my order?
If you selected the non-signed for delivery option unfortunately no tracking is available. Delivery, from the date of despatch, generally takes 2-3 working days to arrive.
Order status says 'complete' but I have not received my items
'Complete' means that your order has been despatched from our warehouse, this does not indicate that it has been delivered unfortunately.
Can I cancel my order?
Potentially yes, if you need to cancel your order please contact us within 30 minutes of placing your order. If you place your order over the weekend, it's likely that your order will have been despatched before we are able to cancel it, however we can help you arrange return.
Can I change the items on my order?
Potentially yes, if you need to amend something on your order please contact us within 30 minutes of placing your order. If your order has been placed over a weekend, it's likely it will have been despatched before we get to your message but do try calling us before 5pm on Saturdays. Worst case scenario, we can arrange a return/exchange for you.
I couldn't add my free liquid
Don't worry, we can issue it for you, just drop us a message with the flavour/strength you would like along with your account details.
I don't like Red Label, can I have a different liquid for my free bottle?
Yes - when placing your order don't add the free Red Label, simply pop a comment in the comments box of which liquid you would like instead
What is the warranty on your products
On kits, batteries, mods, and tanks we offer a 6 month warranty. Atomizer heads / Pods are a consumable item so carry a 'dead on arrival' warranty. Chargers and leads carry a 12 month warranty.
Is vaping safer than smoking?
Public Health England released a study that found vaping 95% safer than smoking. But we still cannot say this for sure. Scientific studies are still ongoing and the outlook is good.
Will I save money with vaping?
We calculate you can save up to £3,200 a year by making the switch to vaping.
Is there any passive smoking with vaping?
There is no passive 'smoking' as what you are inhaling and exhaling is vapour. The most recent studies have shown that the risk of passive vaping is very low.
What age can I vape from?
We as a company have always had a very strict over 18 policy. Now it’s the law, so is illegal to supply vaping products to anyone under the age of 18.
I want to give up smoking but don't know which kit to buy
This can depend on a range of factors, but we're here to make this decision easier for you with our simple E-cigarette Chooser here, by using the filters you can set a range of preferences to suit your needs, and hopefully find the ideal kit for you. If you're still feeling stuck, you can always give us a call.
What does MTL mean?
MTL stands for 'mouth to lung' - this style of vaping is most similar to the way in which you would smoke a regular cigarette. This style of vaping is best for new vapers.
What does DL mean?
DL stands for 'direct lung' and differs to the MTL style of vaping - you inhale the vapour direct to your lungs without holding it in your mouth.
What is an e-cig?
An e-cig is an electrical device that vaporises e-liquid into an inhalable form. It is an alternative way to obtain the nicotine your body is craving. Made from three component parts; a rechargeable battery, a tank, and an atomizer, easy enough for an adult to use and make the switch to vaping. See our New To Vaping page to guide you through some basics of an e-cig.
Why are there so many different e-cigs available?
E-cigarettes are about choice. There is a perfect e-cig for everyone out there. Having such a wide range of choice means you can mix and match and try new things until you find your ideal vaping setup.
What e-cig should I buy?
This depends on a number of factors and personal preferences. Why not call our customer service team who will be happy to guide you through your purchase? Alternatively, have a look at our Starter Kits or New To Vaping page for advice.
What is variable voltage?
Variable voltage gives another level to your vaping experience by allowing you to control the amount of voltage being provided to your atomizer head.
What is variable wattage?
Much like variable voltage, variable wattage allows you to control the amount of power being provided to your atomizer head. Preferred by many due to its ease of use.
What is variable temperature?
Using specifically designed coils you are able to set a target temperature on your VT device in Fahrenheit or Celsius. Your atomizer coil is rapidly heated to your selected temperature, and by continuously monitoring the change in coil resistance which is caused by temperature change, the power applied to the coil is varied to keep your temperature constant. Previously the lack of temperature control meant that coils could surpass their preferred heat limit and fire much hotter than is ideal, with VT vaping the risk of this is drastically reduced.
What is passthrough charging?
The ability to vape your e-cig while it is on charge. Have a look at our Power Units section to find the latest batteries with passthrough capability.
What is a box mod?
What is sub-ohm vaping?
When you are using an e-cig with the ability to vape below 1.0ohm. Generally the lower the ohm's the more vapour and flavour.
What is a mechanical mod?
A mechanical mod is an e-cig in its most basic form. A battery tube, which you place a battery into. You press a switch which completes a circuit and provides power to your atomizer. Easy to set up, tricky to get right and not for beginners. You need to know your battery safety and ohms law so read up first.
Will an e-cig stop me from smoking?
We do not promote e-cigs as a stop smoking device. They are an alternative way to get the nicotine that your body is craving.
Can I vape while pregnant?
Please consult your Doctor or midwife.
What is an atomizer head?
Also known as coils, they are the heart of your e-cig and what does the bulk of the work. An atomizer head contains the heating coil that takes power from the battery and vapourises your e-liquid.
How long will my atomizer last?
This depends on the type of atomizer head, the settings you are using and how often you vape. Atomizers are classed as a consumable item and as such come with a dead on arrival warranty. They will not last forever and normally within a week or two will need replacing. This time is drastically reduced if they are being vaped at high powers.
Why are there so many different types of atomizers?
To give people choice, some people want a higher resistance, others want nickel to use with a variable temperature devices. So much choice means versatility for vapers. Also each tank will take its own style of atomizer.
What atomizer should I buy for my tank?
See the Atomizer By Tank section for the relevant atomizer head for your tank.
My atomizer is crackling and popping, is this bad?
This is completely normal. The atomizer crackling and popping is it heating up and vapourising your e-liquid.
How do I know when to change my atomizer head?
Less vapour production, constant flooding and gurgling and a slightly burnt taste are all symptoms that you need to change your atomizer head.
What is a sub-ohm atomizer?
An atomizer with a resistance that is below 1.0ohm. Generally, sub-ohm atomizers mean more vapour and flavour production.
What tank should I choose?
This depends, a tank used to be just a place to store your e-liquid. Not anymore, it’s all about personal preference. Have a look at our Tank section, do you want a large tank that will only need filling once a day? Or something small and streamlined? Do you want to build your own coils, or just pop a new atomizer head when needed? If you are struggling to pick a tank, call our customer service team on: 01254 692244 where we will be happy to help.
Why are there so many different tanks available?
Once again, choice. Different sizes, styles, atomizer head compatibilities and even colours. Have a look at our Tank section for all the e-liquid tanks we stock.
Will my tank work on every e-cig?
Most e-cig tanks are cross-compatible. They come fitted with a 510 connection, which is an industry standard. If there is anything different it will be stated in the listing text of the specific tank.
I’ve broken my tank, what should I do?
The warranty does not cover accidental damage, it is there for manufacturers faults. Call our customer service team on: 01254 692244 who will be able to help you choose a new one.
Can I use every e-liquid in my tank?
All of our Totally Wicked e-liquids are safe to use in our tanks. We do not recommend using anyone else's e-liquid as we cannot guarantee the ingredients in them and therefore cannot warrant items with damage due to another company's e-liquid.
What atomizer do I need for my tank?
You can find compatible atomizers for your tank by visiting our Atomizer By Tank page.
What is an integrated battery?
An integrated e-cig battery means that it is not removable from the device. The e-cig has the battery sealed inside it, great for easy charging and maintenance.
What is a removable battery?
A battery that can be removed from your e-cig, meaning you can always have a charged spare with you. Just remember to be safe, see the Battery Safety Guide.
Why is the LED light on my e-cig flashing?
There can be a few reasons why. The main one being that your battery needs charging, give it a full charge and this should stop the flashing. If your battery is charged it could be your atomizer is not connecting correctly to the battery, try a new atomizer and see if this helps. If it continues, call our customer service team on: 01254 692244 who can help you troubleshoot.
How long will my battery last?
This depends on how much you vape, the settings used and the capacity of the battery.
Will I ever need to replace my battery?
Yes, no rechargeable battery will last forever. It has a charge cycle and once it's gone past that it can take longer to charge and won't hold that charge for as long. This is normally 300 charges, but this is only a general rule of thumb.
What battery do I need?
You can find out which replacement battery you need by reviewing your e-cigarette's manual. You can find replacement batteries in our Batteries section
What power unit do I choose?
This depends on what you want from your power unit. We stock a huge range from the easy to use pen style batteries to the latest variable temperature technology, have a look in our Power Unit section for all available.
What are the ingredients in your e-liquids?
There are 3 ingredients in our e-liquids: UK produced diluent, pharmaceutical grade nicotine and flavour concentrate.
Why is there a skull and crossbones on my bottle of e-liquid?
Nicotine in its rawest form is classed a poison, but in our e-liquid it is so diluted it poses no real risk.
What strength e-liquid should I use?
This is a difficult one to answer as each vaper is different. A general rule of thumb is if you are a new starter smoking 20 a day you should start around the 18mg/ml (1.8%). If you start into sub-ohm vaping or variable voltage or wattage you might want to lower your nicotine strength. The best bet is to try a variety and see which suits you best.
What flavour e-liquid should I use?
Once again, this is personal preference. Some people will always stick to tobacco flavours so they have the complete sensation of smoking, others move away from tobacco flavours straight away. They go for some of the more exotic fruit or drink flavours. Take advantage of our e-liquid tiered pricing to trial a variety of flavours whilst getting great savings.
Are your e-liquids tested?
Yes, all our e-liquids are fully tested and backed by our Guarantee of E-liquid Excellence.
How long will my e-liquid last?
This depends on how much you vape and what settings you are using. Generally, a 10ml bottle of e-liquid will last a standard vaper 2 - 5 days, however for sub-ohm, high VG vaping that figure will be substantially lower.
What’s the difference between each range of e-liquid?
Each range of e-liquid has its own unique set of strengths, flavours and diluent ratios. Great for vapers who like to change their e-liquid often. See all our E-liquid section to pick your new favourite.
What’s the difference between mg and %?
These are essentially different ways to express the same thing. See our E-liquid Facts page for more information.
Why won’t my battery charge?
Check your charger isn't damaged. Ensure you are using a designated e-cig plug adaptor or correct USB cable. Check to see if there is any external damage to the battery and make sure the charging points are clean and free of e-liquid. If all of these things are in order contact our customer service team on: 01254 692244 who will be happy to help.
My tank is leaking, why?
This is normally caused by drawing on the tank too hard. By doing this you will draw too much e-liquid into the atomizer that cannot be vapourised quickly enough, so it will just leave from the tank. Take a slow steady draw between 3 and 5 seconds long to prevent this. Leaking tanks can also be a symptom of the atomizer reaching the end of its natural life, ensure this is replaced and primed then try again.
Why am I not getting any vapour?
Check that your settings are optimum for the atomizer head installed and ensure your atomizer head hasn’t reached the end of its natural life and if it has, replace it. Make sure your battery is fully charged and take a slow steady draw. Still not getting any vapour? Call our customer service team on: 01254 692244 who will be happy to help.
I have a burning taste, what should I do?
This is either because you have the settings on your e-cig too high for the atomizer head installed, or your atomizer head needs replacing. Change your atomizer head for a new one, turn your settings down and after priming the atomizer properly try again.
My atomizer is gurgling, why?
This is your atomizer flooding. Don't draw too hard, change your atomizer if it has been in for a considerable length of time and don't overfill your tank.
I am getting e-liquid in my mouth, what can I do?
A lot of the time this is not actually e-liquid but condensation. This can build up inside the mouthpiece, just give inside a wipe with a piece of paper towel. If your atomizer is spitting and you are actually getting e-liquid up through the mouthpiece, try turning your settings down to power less heat through the atomizer head.
My atomizer is getting really hot, is this normal?
Your atomizer is receiving power from a battery, it is working hard to vapourise your e-liquid. It will get warm and what some would class as hot, especially if you are vaping it continuously. If you notice the atomizer getting warm just put it to one side to cool for a moment before vaping again.
My charger has stopped working, do I need to replace it?
Ensure the contacts on your charger are clean, make sure there is no e-liquid on any parts of the charger. Still having problems? Our chargers all come with a 12-month warranty against manufacturers faults. Contact our customer service team on: 01254 692244.
My battery is getting hot, why?
Your battery will get warm when charging and with constant use. It should never be too hot to touch. If this happens, place it to one side to cool down and call our customer service team on: 01254 692244 for advice.
I am confused by the settings on my e-cig, which are best to use?
This depends on what you prefer and also what atomizer head is installed. Ensure you have read your user manual for the device and if you are still struggling find us on social media.