I've submitted a query but haven't heard back yet

We endeavour to reply to all customer queries as quickly as possible. On weekdays, you should receive a reply from a member of the team within a few hours, or if you've contacted us after 5 pm, on the next working day. We are also available to assist on weekends, though we may take a little longer to get back to you.

If you've emailed us and haven't received a reply by the next working day, there are a few things worth checking:

  • Use the search bar to search your whole mailbox. All emails our customer service team send will come from 'help@electrictobacconist.co.uk' with the contact name 'ET Support'.
  • Check your Junk or Spam folder in your email inbox. If you find us there, this suggests your email provider has incorrectly categorised us. 

Depending on your mail provider you may be able to whitelist or mark us as a 'Safe Sender' which will ensure all future correspondence reaches you successfully.  Find out how to do so on Gmail by clicking here and Outlook here

If you still aren't able to find a reply from us, please try submitting a new ticket via our helpdesk portal. 

Submit a ticket

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