Frequently Asked Questions
Do you verify age for orders?
Yes. We only sell age-restricted products to customers aged 18 and over. All orders are verified automatically at checkout and/or upon delivery. If an order fails age verification, it will be cancelled and refunded according to our policy.
How fast do you dispatch orders?
We aim for same-day dispatch on business days for orders placed before our cut-off time. Orders after the cut-off, on weekends or bank holidays, are sent the next working day.
Do you ship internationally?
Yes, we deliver across the UK and worldwide where permitted. Delivery times and carriers vary by destination. Import duties or local restrictions may apply — please check your country’s regulations before ordering.
Which payment methods do you accept?
We accept major debit and credit cards and other secure payment options shown at checkout. Payments are processed over a secure, encrypted connection.
Can I get a VAT invoice?
Yes. Every order includes a VAT invoice. You can also request a copy by contacting us with your order number.
What is your returns policy?
Unopened items can usually be returned within 14 days of delivery in original condition. For faulty items, contact us first so we can troubleshoot or arrange a replacement. For hygiene reasons, used consumables (pods, refills, e-liquids) cannot be returned unless faulty.
Are your products compliant with UK regulations?
Yes. We stock products from reputable brands and follow applicable UK regulations for vaping devices, e-liquids, pods and nicotine pouches. Product pages include compliance details where relevant.
How do I choose compatible pods and refills?
Check the product title and description for your device model and its compatible pod/refill series. If you’re unsure, contact us with your device name and we’ll confirm the correct match.
Can I track my order?
Yes. Once your order ships, you’ll receive a tracking email with full details (if available). You can also check your order status in your Nemo Homes account.
Do you offer bulk or wholesale pricing?
Yes. For larger or repeat orders, contact us with your requirements, and we’ll provide the best available trade pricing and delivery options.
What are your support hours and contact details?
You can reach us via the Contact page or email info@nemohomes.co.uk. We reply quickly during working hours, and messages received after hours are handled the next working day.