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Here you can find answers to the most common questions we get from our customers. If you can't find the answer you’re looking for, please don't hesitate to contact us at support@fairsmoke.net and we will try to answer your questions in the best possible way.

General

How does FairSmoke work? What do I need to be able to use my FairSmoke e-cigarette? What is the difference between FairSmoke Box and FairSmoke ONE? How can I contact FairSmoke? What is an e-cigarette? How can I return products to FairSmoke? How can I get a refund?

Starter kits

What does the starter kit contain? What is the FairSmoke subscription service?

Refills

What are the different flavours? How many refills are there in a pack? How many normal cigarettes equal one refill pack? How long does one refill last? What ingredients do a refill contain? Can I refill my refills with e-liquid?

Charging/Battery

How long does the battery need to charge? How long does the battery last? What is the difference between the charger and the adapter? How do I charge my battery?

General

How does FairSmoke work?
The E-cigarette: The battery that comes with a FairSmoke heats up the liquid in the refill and this produces the vapour. Using FairSmoke eliminates the health risk associated to tar in your lungs. Before you can use the FairSmoke you need to charge the battery with the USB-charger, once charged you simply attach the refill you have ordered and it is ready to use.
 
The Subscription: A subscription package gives you the opportunity to get regular deliveries of your favourite refills to your door. Your package will be delivered every 30th day, unless you contact us and change the delivery interval. You are able to change your subscription 24 hours a day, 365 days a year, which includes the opportunity to increase or decrease the amount of refills to be delivered. Please be aware that your refills come with one battery on every order.

What do I need to be able to use my FairSmoke e-cigarette?

The essential things that you need before you can use your FairSmoke e-cigarette are a battery, refills and USB-charger.

What is the difference between FairSmoke Box and FairSmoke ONE?

In a FairSmoke Box there is space for a USB-charger, a battery and two refills. The FairSmoke ONE is a smaller single case and our newest product which you can keep a battery and one refill.

How can I contact FairSmoke?
Feel free to contact us either by email (support@fairsmoke.net) or call our support team on 03300 270 911. Lines are open Monday - Friday 08:00-11:00 & 12:30-15:00.

You can also call us, Monday - Friday 09:00-12:00 & 13:30-16:00, from:

Germany: +49 (0) 89 552 09 461
France: +33 58284 0636
Italy: +39 0289 731 999
Denmark: +45 46 92 88 12
Sweden: +46 84 20 02 550
Norway: +47 85 29 00 91
Finland: +358 9427 049 65
 
What is an e-cigarette?

An electronic cigarette or e-cigarette is a handheld electronic device that gives the feeling of tobacco smoking. It works by heating a liquid to generate a vapour, that the user inhales. It comes in different flavours. E-cigarettes are made for smokers who want to quit smoking.

Read more about quitting smoking here.

How can I return products to FairSmoke?
You are always able to return your products.

Our return address is:
EM Group, FairSmoke
Kanalstr. 10
80538 München
Germany
How can I get a refund?
If your FairSmoke products did not live up to your expectations, you can always return the tested products within 30 days and we will refund the money for the returned products. You can always return un-used products and we will refund the charge. 

The money will be transferred back via the payment method of the original payment. 

Starter kits

What does the starter kit contain?

A FairSmoke starter kit contains either a FairSmoke Box or a FairSmoke ONE Single Case, plus a battery, USB-charger and 5 refills. You can choose the starter kit in any of our flavours: tobacco, menthol, apple, liquorice or cherry.


 

What is the FairSmoke subscription service?

Our FairSmoke subscription service is the perfect solution for you if want a convenient way to live a healthier life by quitting or reducing your cigarette consumption.

Your first package from us will contain your chosen refills and FairSmoke Box, including a battery and USB charger. You will then continue to receive the chosen refills and a battery every 30th day. Below you can see our different FairSmoke subscription packages. You can change your delivery interval by contacting our customer service department here.

Create an account and order your subscription today!

Refills

What are the different flavours?
Besides the normal tobacco flavour, we have 4 other flavours. These flavours are menthol, apple, liquorice and cherry. All flavours are available in red (19 mg.), blue (11 mg.) and silver (0 mg.).

How many refills are there in a pack?
In every pack you will find 5 refills for your FairSmoke e-cigarette.
How many normal cigarettes equal one refill pack?
One refill pack equals around 5 packets of cigarettes.
How long does one refill last?
This depends on how often you smoke. One refill equals one packet of cigarettes.
What ingredients do a refill contain?
Ingredients: Nicotine (not included in the Silver packs), water, tobacco aroma, glycerin, propanediol, polyethylene glycol and triacetin
Can I refill my refills with e-liquid?

FairSmoke uses the closed system called cartomizer so our refills cannot be refilled, they can only be replaced with a new one. Every refill pack contains 5 refills.

Charging/Battery

How long does the battery need to charge?
To fully charge the battery, you need to leave it in the charger for around 2 hours.
How long does the battery last?
You can use the battery for around 24 hours before you need to recharge it.
Please be aware that this also depends on the usage.
The life cycle is up to 4-6 months.
What is the difference between the charger and the adapter?
The charger is an USB-charger which you can directly use for the battery. You need the USB-charger to charge your FairSmoke. If you prefer to charge your FairSmoke from an electrical outlet, you will need to have an adapter for your USB-charger.
How do I charge my battery?
You can easily charge your FairSmoke battery by screwing the battery off the refill, and carefully screw the USB charger on to the battery. You can then plug the USB in to your computer or TV. When the battery is charging, the LED light will remain on. When it is 100% charged, the LED light will switch off. You can then remove the battery from the USB charger, and re-attach the refill. Now you can continue using your FairSmoke e-cigarette.

Contact

t: 03300 270 911
e: support@fairsmoke.net

EM Group GmbH
Kanalstraße 10
80538 Munich
Germany

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