How can we help you?
If I cancel my order, will you refund me?
If you cancel your order before it's shipped, we'll refund you straightaway.
If your order has already been shipped, you can return the package to us and we'll refund you as soon as we receive it back.
Your refund will be deposited back via the same payment method you used to make your order.
- How many sessions can I have in a row?
- If a stick breaks and gets stuck, how do I get it out?
- How do I insert a tobacco stick into my Ploom device?
- My device is heating up, is this normal?
- What is Ploom AURA?
- How do I start my Ploom AURA for the first time?
- How do I use Ploom AURA?
- How do I know when my Ploom AURA is fully charged?
- What are Ploom AURA's different heating modes?
- How do I change modes?
- What is Battery Saver mode and how do I activate it?
- What features are available through the app?
- How do I connect and pair my Ploom AURA with the app?
- What is Auto-Start?
- I have inserted a stick but nothing is happening, what do I do?
- Where's the button on my Ploom AURA?
- What is CleanSeal?
- What is Smart HeatFlow™?
- What do the LED lights on my AURA indicate?
- My Ploom AURA has vibrated 5 times, what does this mean?
- Can I set a safety lock on my Ploom AURA?
- How do I remove the lock on my Ploom AURA?
- How long does a session last with Ploom AURA?
- How do I know when a session ends?
- How many sessions can I have in a row?
- How do I reset my Ploom AURA?
- Why do I need to register my Ploom AURA?
- How do I clean my Ploom AURA?
- How do I charge Ploom AURA?
- My session has stopped during use, what's happened?
- My Ploom AURA isn't working, what do I do?
- How long does it take to charge Ploom AURA?
- What features can I access through the app?
- How can I download the app on Android?
- How can I download the app on iOS?
- Is the Ploom app free to install and use?
- What do I need to do to log in to the app?
- How can I pair my device with my phone?
- How does the Device Radar feature work and what are the limitations?
- How can I manage my consents and notifications?
- How does the lock and unlock feature work in the Ploom app?
- How many devices can I pair with the app?
- How can I disconnect or remove my device from the app?
- Why is the app asking for GPS location permissions?
- Why is the app asking for Bluetooth permissions and Bluetooth device search permissions?
- Why do I need to give notification permissions for the app? How can I configure them?
- How can I receive support if I have issues with the app or my device?
- How do I get rid of my used tobacco sticks?
- Can I use Ploom tobacco sticks with other heated tobacco products?
- Can I use another brand's sticks with my Ploom?
- Can I use other tobacco sticks or cigarettes with my Ploom?
- When should I replace my tobacco stick?
- Are Ploom X accessories compatible with Ploom AURA?
- How do I get in touch with the Ploom Care team?
- What can the Ploom care team help with?
- Why do I need to verify my age?
- When will I need to verify my age?
- What happens if I can't verify my age online?
- I've forgotten my login details. What do I do?
- Can I register multiple Ploom devices?
- How long is my warranty?
- How do I claim against my warranty?
- If I receive a replacement Ploom device, will my warranty reset?
- What's Ploom Club?
- Do Ploom points expire?
- Can I give my Ploom points to a friend?
- When I reach a new Ploom Club level, will I stay there?
- How does the Ploom Refer a Friend program work?
- Where can I find my personal referral code?
- How can I share my referral code?
- I received a referral code from a friend. Where do I enter it to redeem my discount?
- What reward do I get for referring a friend?
- What reward do I get for entering my friend's referral code?
- I shared my referral code but haven't received points yet. Why is that?
- I received a referral code from a friend and entered it into the Ploom website. Why isn't my XX% discount showing at checkout during my first purchase?
- How do the different Refer a Friend milestones work? What happens if I reach all of the milestones?
- Can I earn Ploom Club points through the app?
- Can I take Ploom on a plane?
- Can I take Ploom and EVO tobacco sticks abroad?
- Where and how can I carry my Ploom device & accessories during air travel?
- Can I pack my Ploom device in my hold luggage?
- How can I contact Local Ploom Care Support while traveling?
- Can I travel with my Ploom device?
- How many tobacco sticks am I allowed to travel with?
- Can I use my Ploom device on a plane?
- Why can't I use my Ploom device on the plane?
- Can I use my Ploom device at the airport?
- Can I use my Ploom device in the country I am traveling to?
- Can I buy Ploom products in the country I am traveling to?
- Can I use heated tobacco indoors or in public spaces in the country I am traveling to?