Frequently asked questions

Since 1 October 2024, individual prescriptions are no longer required for low-strength nicotine vapes — a pharmacy consultation is sufficient. Higher strengths and under-18s still require a prescription. We partner with registered pharmacies for nicotine fulfilment.

Zero-nicotine devices, accessories, refillable pod kits, e-liquids labelled 0mg, coils and bundles. Nicotine-containing product listings are shown for educational reference and routed through our pharmacy partner network.

Orders placed before 2pm AEST ship same business day from our Melbourne warehouse. Standard delivery: 2–5 business days metro, 4–8 regional. Express: 1–3 business days nationwide.

Yes — standard shipping is free Australia-wide for orders $120 and over. Express upgrade is $9.95.

Multi-step: account age attestation, optional ID upload via a third-party verifier, and signature on delivery for orders over $150. We never sell to anyone we cannot reasonably confirm is 18+.

30-day returns on unopened devices and accessories. Opened e-liquids and consumables cannot be returned for hygiene reasons. Faulty devices are covered by our 12-month replacement guarantee. Full details on our Returns page.

Yes — sourced direct from authorised Australian distributors. Every batch is logged. If you ever receive a product you suspect is counterfeit, contact us with the batch number and we'll investigate and refund in full.

We supply a small network of independent Australian tobacconists. Email wholesale@emberandcoil.com.au with your ABN for terms.

If your order hasn't shipped yet, log in and cancel from your order page, or email us within 2 hours of placing the order. Once shipped, the standard returns policy applies.

Yes, to all Australian states and territories. We do not ship internationally.