Question 1

Do I need to be 18 to buy from Haze Cartel?

Accepted Answer

Yes. Every product on Haze Cartel is sold strictly to adults aged 18 or over. We run an age check on entry and at checkout, and couriers may also request photo ID on delivery.

Question 2

Are your products legal to buy in the UK?

Accepted Answer

Yes. Haze Cartel only sells smoking accessories that are legal to buy and own in the UK. We do not sell tobacco, cannabis or any controlled substances.

Question 3

Will my order be confidential?

Accepted Answer

Yes. Orders ship in plain, unbranded packaging with a neutral sender name, and your card statement shows a discreet merchant name only — nothing on the parcel or your statement mentions smoking or Haze Cartel.

Question 4

How long does UK delivery take?

Accepted Answer

Orders placed before 2pm GMT on a working day are dispatched same day. Tracked 24 and DPD Next Day usually arrive the next working day; Tracked 48 lands within 2–3 working days.

Question 5

How much is shipping?

Accepted Answer

Royal Mail Tracked 48 is £2.95 and free on UK orders over £30. Tracked 24 is £4.95 and DPD Next Day is £6.95.

Question 6

Do you ship outside the UK?

Accepted Answer

Not yet — we currently deliver to UK addresses only (England, Scotland, Wales and Northern Ireland). International shipping is on the roadmap, so sign up to our newsletter to hear when it launches.

Question 7

How do I track my order?

Accepted Answer

A tracking link is emailed at dispatch. You can also paste your order number into our Track Order page at any time.

Question 8

Why has my parcel been delayed by age verification?

Accepted Answer

If a checkout flags for an extra age check, we'll email you straight away. Replying quickly with the requested info gets your dispatch back on schedule the same working day.

Question 9

Can I return an item?

Accepted Answer

Yes. You have 30 days from delivery to return unused, sealed items in their original packaging for a refund.

Question 10

How long do refunds take?

Accepted Answer

Refunds are processed within 3 working days of your return arriving back with us, then take 3–5 working days to land on your original payment method.

Question 11

What if my order arrives damaged?

Accepted Answer

Report it within 48 hours of delivery with a couple of photos and we'll sort a replacement or refund right away.

Question 12

What payment methods do you accept?

Accepted Answer

Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. Payments are processed securely by Shopify Payments and we never see your full card details.

Question 13

Are prices in GBP and do they include VAT?

Accepted Answer

Yes. All prices are shown in GBP (£) and include UK VAT where applicable. No hidden fees at checkout.

Question 14

Will my bank statement mention smoking or Haze Cartel?

Accepted Answer

No. Your statement shows a neutral merchant descriptor only — nothing identifies the products or the store.

Question 15

Do you offer discount codes?

Accepted Answer

Yes, occasionally. Sign up to our newsletter at the bottom of the page to get the first heads-up on drops and promotions.

Question 16

Are your products genuine?

Accepted Answer

Every brand we stock is sourced directly from the manufacturer or an authorised UK distributor. No knock-offs, ever.

Question 17

How do I know which size or variant to pick?

Accepted Answer

Each product page lists materials, dimensions and variant options. If you're still unsure, our team is happy to advise — just contact us before ordering.

Question 18

How do I clean and care for my new piece?

Accepted Answer

Care notes are listed on individual product pages. As a rule of thumb, rinse glass after each session and deep-clean weekly with isopropyl alcohol; store grinders dry and pipes upright.

Question 19

Can I change or cancel my order after placing it?

Accepted Answer

If your order hasn't shipped yet, yes — contact us as soon as possible and we'll do our best to update it. Once dispatched, you'll need to follow the returns process instead.

Question 20

Can I change my delivery address?

Accepted Answer

Address changes are possible while the order is still in our warehouse. After dispatch, you'll need to redirect the parcel through the courier's tracking page.

Question 21

Do I need an account to order?

Accepted Answer

No. You can check out as a guest. Creating an account just makes it easier to track orders and reorder favourites.

Question 22

Who do I contact if something's wrong?

Accepted Answer

Email the team and a real human gets back to you within one working day, Monday to Friday.

Frequently Asked Questions

Age verification & legal

Shipping & delivery

Returns & refunds

Payments & pricing

Products

Order changes & account