Help & Support
Please read our FAQ before contacting us. You may find a solution to your problem there.
Orders
How do I return my order?
You can return your products within 14 days. We only accept unopened and undamaged products. You will bear the direct cost of returning the goods. For more information, see our right of withdrawal . If you have received the goods within the 14-day period and the products are unopened and undamaged, you can contact us using our contact form .
When will I receive my order?
After placing your order, you will be regularly informed about the status of your package. Within Germany, you will usually receive your order within 1-3 days, depending on your location.
My package didn't arrive, what should I do?
If your package has not arrived after a long time, it could be due to the shipping service provider. We process orders within one working day. If your package still hasn't arrived, please contact us using our contact form to clarify the details.
Can I also order from packing stations?
No, as a retailer of tobacco products we are legally obliged to ensure age verification when handing over packages. Therefore, the packages may not be delivered to packing stations.
From what age can you order from you?
Sales to persons under 18 years of age are strictly prohibited!
Products
Why does my prefilled pod taste burnt?
The pods must be activated before use. To do this, please press the bottom of the pod all the way in and wait 5 seconds. Only then insert the pod into the device.
This step is absolutely necessary, otherwise the full flavor cannot be guaranteed.
Why is my disposable e-cigarette or pod system not working?
Many products have a child safety lock. To activate or deactivate the product, the user must pull the mouthpiece three times within 2 seconds. If you continue to experience difficulties, please contact us using our contact form .
Is my Elfbar product original?
To verify your product, please click here and then enter your security code. Original Elfbar products have only been scanned 1-3 times. Click here .
How do I know if my product is empty?
E-cigarettes flash an LED as soon as the liquid is completely used up.
Why does my vape taste burnt?
A burnt taste can occur if you draw too quickly and intensely or if the liquid in the device is completely used up.
How many cigarettes does a disposable e-cigarette, pod or liquid with 20 mg/ml nicotine content correspond to?
An e-cigarette is designed to be approximately equal to a pack of cigarettes. This serves as a rough guide for the intensity and duration of the draw. Each puff on the Elfbar is equivalent to a puff on a cigarette. To extend the lifespan and fully enjoy the flavor, we recommend drawing gently and evenly. Avoid drawing too hard or too fast to avoid a burnt taste. Enjoy your Elfbar at a moderate pace for the best vaping experience.
