Welcome to the Just Packs Customer Help page. Here you can find information about orders, delivery, payments, returns, product availability and device compatibility.
If you cannot find the information you need, contact our customer support team and include as many details as possible about your question.
Orders
After placing an order, please check the order details carefully, including the products, quantities and delivery information provided during checkout.
If you need assistance with an existing order, please provide your order number and the email address used when placing the order when contacting us.
Once an order has entered processing or has already been dispatched, it may not always be possible to change or cancel it.
Delivery
Just Packs offers delivery to selected European destinations.
Available delivery methods, shipping costs and estimated delivery times may vary depending on the destination country and the products included in the order.
Orders may also be subject to local delivery restrictions or requirements depending on the destination.
For detailed information about available shipping methods and delivery conditions, please see our Delivery and Payment page.
Payments
Available payment methods are displayed during checkout.
Payment options may vary depending on the destination country, order value and services currently available through our payment providers.
If a payment is unsuccessful, please check the information entered during checkout before trying again. If the issue continues, contact our support team for assistance.
Returns and Refunds
If you would like to request a return or refund, contact us with your order details and a description of the issue.
Return eligibility may depend on the product, its condition and the circumstances of the request. Certain products may be subject to additional restrictions once opened or used.
Please review our Refund & Returns page for the applicable conditions and return procedure before sending any products back.
Product Availability
Product availability can change depending on stock levels and supply.
If a product is shown as unavailable, it may return to stock later. Availability of particular devices, colours, stick varieties and flavours may also differ over time.
Products displayed on the website are subject to availability at the time the order is placed.
Device Compatibility
Different heating systems use different stick formats, so it is important to check compatibility before ordering.
For example:
- IQOS ILUMA devices are designed for TEREA, DELIA and LEVIA
- lil SOLID devices are designed for FIIT
- glo HYPER devices are compatible with selected NEO, VEO and other supported stick ranges
- glo Hilo and glo Hilo Plus are designed for RIVO and VIRTO
- BONDS devices are designed for BLENDS and BEYOND
- Ploom AURA is designed for compatible EVO and LYO products
Always check the product description and compatibility information before placing an order.
Product Information
Individual product pages include information such as flavour profile, compatible devices, pack format and technical specifications where applicable.
For devices, you can also find information about heating technology, charging, battery performance and other model-specific features.
Actual device performance may vary depending on settings, battery condition and usage.
Problems With an Order
If you receive an incorrect product, notice visible damage to your order or experience another issue with your delivery, contact us as soon as possible.
Please include:
- Your order number
- The email address used for the order
- A short description of the issue
- The name of the affected product
- Photos where they are relevant to the issue
Providing complete information helps us review your request more efficiently.
Need More Help?
If you still need assistance, please use our Contact Us page to send a message to the Just Packs support team.
For questions about an existing order, always include your order number. For compatibility questions, include the exact name of your device or the product you are considering.
Our goal is to make it easier to choose compatible products, understand your order and find the information you need before and after purchase.