How can we help you?
If I cancel my order, will I get a refund?
If you cancel your order and we have not yet shipped your Ploom AURA, we will immediately refund your payment.
If we have already shipped your order, we will refund your payment as soon as we receive your device, within 14 days. Your refund will be processed using the same payment method you used when placing your order, unless you have selected a different payment method.
- What is a Ploom heated tobacco device?
- Why Choose Ploom?
- Is Ploom a vape or a cigarette?
- What are tobacco sticks?
- What are heated tobacco devices?
- What is Smart HeatFlow™ technology?
- What's the difference between Ploom and other heated tobacco products?
- Is Ploom safer than cigarettes?
- Does the Ploom device produce smoke or ash?
- What does the Ploom device smell like?
- Where can I use my Ploom device?
- Can you take the Ploom device on a plane?
- Can I take the Ploom device abroad?
- How do I dispose of used tobacco sticks?
- How can I clean my Ploom Device?
- What is Ploom X Advanced?
- How do I use Ploom X Advanced?
- How do I clean Ploom X Advanced?
- How do I charge Ploom X Advanced?
- Is Ploom X Advanced waterproof?
- Where can I find my Ploom X Advanced registration code?
- What happens if I remove the front panel while using my Ploom X Advanced device?
- How do I set up the Ploom X Advanced manual lock?
- How do I remove the Ploom X Advanced manual lock?
- How does the Ploom X Advanced front panel work?
- Where can I use Ploom X Advanced?
- How many sessions can I have in a row?
- Where's the button on Ploom X Advanced?
- How do I stop a session?
- How long do they take to cool down?
- When should I lock Ploom X Advanced?
- My Ploom X Advanced isn't working. What should I do?
- My Ploom X Advanced isn't charging. What should I do?
- How long will it take to charge my Ploom X Advanced fully?
- How do I reset my Ploom X Advanced?
- Why isn't there an expiry date on my tobacco sticks?
- What's the difference between a heated tobacco stick and a cigarette or cigar?
- Do tobacco sticks produce tar?
- Can I use compatible tobacco sticks with other heated tobacco products?
- Can I use other tobacco sticks or cigarettes with my Ploom X Advanced?
- Can I use other tobacco sticks with my Ploom X Advanced?
- When should I replace my tobacco stick?
- How long does a session last?
- If a stick breaks and gets stuck, how do I get it out?
- My tobacco stick fits better when I push it deep into the heating chamber. Will this damage my Ploom X Advanced?
- When I use Ploom X Advanced, the tobacco stick is moving. Is this normal?
- Can I buy accessories for Ploom X Advanced?
- What can I fit in a Ploom X Advanced carry case?
- What does the ‘Refer a Friend’ program involve?
- Where can I find my referral code?
- How can I share my referral code?
- I received a referral code from a friend. How can I use it?
- I shared my referral code with a friend, but I haven’t received my points yet. Why?
- I received a referral code and entered it on the Ploom website. Why isn’t the discount showing in my cart during my first purchase?
- Where can I redeem the referral code I received from my friend?
- How can I receive support if I have issues with the app or my device?
- Why do I need to give notification permissions for the app? How can I configure them?
- Why is the app asking for Bluetooth permissions and Bluetooth device search permissions?
- Why is the app asking for GPS location permissions?
- How can I disconnect or remove my device from the app?
- How many devices can I pair with the app?
- How does the lock and unlock feature work in the Ploom app?
- What features can I access through the app?
- How can I download the app on Android?
- How can I download the app on iOS?
- Is the Ploom app free to install and use?
- What do I need to do to log in to the app?
- How can I pair my device with my phone?
- What are Ploom AURA's different heating modes?
- How does the Device Radar feature work and what are the limitations?
- How can I manage my consents and notifications?
- How do I reset my Ploom AURA?
- Can I earn Ploom Club points through the app?
