Frequently Asked Questions
0161 537 4780
Check most frequently asked questions here, if you still need help then please contact us at firstname.lastname@example.org
LiQuid Loyalty Scheme
We run a loyalty scheme which rewards you on every purchase made.
You need to opt into the scheme to start collecting points, but once you do then there are fantastic savings to be made.
£1 spent is equal to 10 points.
When you have earned 100 points you can redeem £1 off your order when on the payment page when you next order.
We've kept the scheme as simple as possible.
£1 spent = 10 points
100 points = £1 off a future order
Points do not have an expiry date and can be accumulated and used whenever it suits you. If you want to use then in small amounts on each future order you place, or save them up and pay for an entire order, its entirely up to you!
You can only claim the monetary value on orders placed, we cannot offer any other form of cash payment.
Its incredibly easy to use your loyaly points.
When you get to the payment page of your order you will see a slider on the right hand side of the page offering you the choice of how much you want to redeem.
Simply drag the slider to the value you want to claim and press the Redeem button.
The value to be paid will update instantly (creating an auto applied discount code to the value you are claiming) and the redeemed points will be taken from your balance.
There are two ways to find your points balance; either click the blue Loyalty Club box at the bottom right (it is present on every page on both mobile and desktop), or visit your account page and click the 'My Points' section.
You current Points balance will display whenever you are logged in.
The LiQuid Loyalty scheme cannot be used in conjunction with any other offers or promotions.
While we try and avoid using any ingredients in our flavours that might cause an allergic reaction, sometimes this is not always possible. You will find any ingredients which have been known to cause allergic reactions in those sensitive on the label of your LiQuid bottle. A full list of our flavours with known sensitisers is found below:
American Lites: contains Dihydrocoumarin
Aniseed: contains Anise Oil
Apple: contains Trans-2-hexenal
Apple, Kiwi & Lime: contains Trans 2 Cis 6 Nonadienal and Lime Oil Distilled
Berry Twist: contains Trans-2-hexenal and Geraniol
Black Ice: contains L-menthone
Black Tobacco: contains trans-anethole, 1-(2,6,6-trimethylcyclohexa-1,3-dienyl)-2-buten-1-one
Blackcurrant & Liquorice: contains Anise Oil & trans-anethole
Blackcurrant: contains Thiomenthone
Blueberry Spearmint: contains Carvone
Cherry Cola: contains Limonene, Pinene and Cinnamic Aldehyde
Citrus Ice: contains Citral and Limonene
Double/Very Menthol: contains L Carvone, Peppermint Oil Piperita and Peppermint Oil Arvensis
Heizen: contains Anethole and Eucalyptus Oil
Key Lime Pie: contains D-limonene
Lemon & Lime: contains Pinene and Citral
Lemon Pie: contains Limonene
Lemon Sherbet: contains Citral
Mango: contains Thiomenthone
Menthol/Mint Blast: contains L-menthone
Orange: contains Limonene and Citral
Red A: contains 4-allyl-anisol
Sour Lime Slush: contains Limonene (Distilled)
Spearmint: contains L-Carvone
Strawberry & Lime Lolly: contains Limonene, Methyl Cinnamate and Citral.
Strawberry & Rhubarb: contains Methyl Cinnamate
Unfortunately not if they contain nicotine.
Current legislation dictates that we cannot sell bottles bigger than 10ml if they contain nicotine. We do offer a larger bottle in our HVG range as this is 0mg.
We don't use dyes or colourings besides what pigments present in the base flavours. All our ingredients are food-grade standard used in products all over the UK, and we used pharmaceutical grade nicotine and VG/PG.
We don't use oil based flavourings - all of our flavourings are suspended in PG.
We've launched Liquid Gold! This range has some of our most popular flavours combined with Nicotine Salts, instead of freebase nicotine used in our core range of flavours.
Nicotine salts are a different form of the nicotine used in traditional e-liquids. When freebase nicotine (which comes from the tobacco leaf) is added to "salt acids" these change its chemical composition. There are different forms of Nic Salt out there, and they all affect the nicotine in a different way. We've chosen Nicotine Ditartrate as our flagship nic salt formula. Our trials have shown it delivers the smoothest and most satisfying vape while having a minimal effect on taste.
Put simply, Nic Salts offer much higher nicotine strengths with a much smoother vape. If you are looking to bust those cigarette cravings without the harshness on the throat, Liquid Gold is the one for you.
LiQuid Gold is suitable for standard 50/50 coils and devices. Given the strength of LiQuid Gold (18mg) and how easy it is to vape, we recommend being mindful of how much you vape.
We don't use ANY flavourings that contain Diacetyl, Acetyl Propionyl or Acetoin. These additives are prohibited under the Tobacco Products Directive (TPD).
Our bottles are slightly different to anything we have seen on the market. Our caps are both tamper-evident and child-proof so when opening - Please push down firmly and twist anti-clockwise to break the seal.
We find that the best way to open the bottle is to push and twist the bottle while holding the cap and not the other way around.
LiQuid has a 'Produced on' date on its bottles.
You will find the Produced on Date just under the batch number on the bottle your bottle of LiQuid.
Standard Range - Each nicotine strength contains a different ratio of PG to VG. Please see the list below
18mg Strength = 60% PG / 40% VG
12mg Strength = 50% PG / 50% VG
6mg Strength = 45% PG / 55% VG
3mg Strength = 40% PG / 60% VG
0mg Strength = 40% PG / 60% VG
High VG E-Liquids
6mg Strength = 20% PG / 80% VG
3mg Strength = 20% PG / 80% VG
0mg Strength = 20% PG / 80% VG
The steeping of e-liquids is a process used to blend the flavourings together with the e-liquid base (PG/VG etc), a bit like a teabag in water. Steeping matures the flavour and in some cases the colour of the liquid. The steeping process give the flavours a chance to develop and blend together. For example, our Cherry Menthol is made up of 3 different flavours. If you were to vape the Cherry Menthol straight after it was mixed you might not be able to pick much cherry taste. Through a process of agitation and introducing clean air it gives the flavours time to mature, become stronger and better balanced.
We try our best to steep all of our e-liquids for around 7-10 days before they are bottled and sold, so there should be no need to steep unless you want to.
All of our e-liquids are produced in our own ISO Class 8 & ISO Class 5 clean room facility and are made from only the best ingredients including:
- High Quality UK Flavourings
- EP/USP Propylene Glycol (PG)
- Vegetable Glycerin (VG)
- High Quality EP/USP Pharmaceutical Grade Nicotine
Each nicotine strength contains a different ratio of PG to VG. Please see the list below:
- 18mg Strength = 60% PG / 40% VG
- 12mg Strength = 50% PG / 50% VG
- 6mg Strength = 45% PG / 55% VG
- 0mg Strength = 40% PG / 60% VG
Our liquid is individually batch tested in an independent laboratory to ensure that the nicotine content is correct and that all the ingredients are pure.
LiQuid does not contain oil based flavours or artificial colours.
All the flavourings are manufactured to order in the UK by our UK flavour manufacturer who operates to the highest standards and has BRC accreditation at grade 'A' level. All flavourings and ingredients are critically assessed for quality & consistency. The materials and flavourings supplied have been specially selected for the best taste and quality possible, and are considered to be the best products currently available in the market place. As a responsible manufacturer, we do not add any diacetyl or 2,3-pentanedione to e-cig flavours. We are unable to give individual ingredient information, as such information is both proprietary and is protected as trade secret.
We sell all our liquids in 10ml bottles. This is so we can provide our e-liquid at the best price, and to make sure that we conform to future Government regulations.
Our e-liquids are available in 18mg (1.8%) 12mg (1.2%), 6mg (0.6%) and 3mg (0.3%) nicotine strengths, as well as a range of nicotine free liquids.
We are able to sell LiQuid so cheap for a few reasons:
- We produce our own liquids here in the UK, meaning that we do not need to pay for any expensive shipping costs and import duty.
- We produce our liquids in bulk, we make thousands of bottles at once on our brand new automated production line. We have the capacity to produce upto 5,000 bottles an hour.
- We work hard to source the best ingredients at the best prices, meaning that we can pass our savings on to our customers.
- We don't spend loads of money on advertising, we rely on the quality of the liquid and word of mouth. A full national advertising campaign can cost 100's of thousands of pounds. We believe that our products sell themselves.
Yes, all electronic cigarettes work on the same basic design. E-liquid is stored in a chamber and is fed to a heating element or atomiser via a wick. From here the liquid is heated to a point where it is vapourised producing the vapour that you inhale.
Our e-liquid is designed to have an optimum viscosity, meaning that the consistency of the liquid is not too thick or too thin. This should help extend the life of your electronic cigarette atomiser.
This is normal. As e-liquid ages, it can get darker. This happens due to oxidation, this oxidation has very little effect on the way the liquid tastes or the amount of vapor it produces.
If your e-liquid has gone a very dark colour and starts to taste different, it could be that you need to replace your atomiser. Over time the wicks in the atomiser will start to burn, once it gets to a certain point it will start to affect the e-liquid.
Black Friday Deliveries – we’re seeing higher than average order volumes and customers may
experience delayed deliveries as a result. This is not the customer experience
we want you to receive. Please know that we’re doing everything we can to get
your order(s) to you as soon as possible.
Generally 3-5 working day delivery time, but please allow 7 working days.
For orders under £22, delivery is charged at £2 for standard Royal Mail delivery.
We offer free delivery for all orders over £20.
Free on orders over £30
Order before 1.30pm, delivery usually within 1-5 days, but please allow 7 working days.
Order before 1.30pm Monday - Thursday for next day delivery.
Orders placed before 1.30pm Friday will be delivered on the next working day, Monday.*
Orders placed after 1.30pm on a Friday will not be dispatched until the following Monday.*
Royal Mail International Tracked - Delivered within 2 - 14 working days (Signature required)
This service is tracked and insured up to the value of £50.
***Arrival times shown as a guideline only. If you do not receive your order within the time frame stated please contact us so we can look into it for you.***
Royal Mail 48 - You should expect delivery within 10 working days. (Orders generally arrive within 2-3 days)
Royal Mail 24 - You should expect delivery the next day if orders are placed before 1.30pm.
Bank Holiday and weekend restrictions apply.
Royal Mail International Tracked (£8.50) - Delivered within 2 - 14 working days.
Arrival times are shown as a guideline only. If you do not receive your order within the timeframe stated please contact us so we can look into it for you. Once we have dispatched an item it is in the hands of our couriers, this means we have to adhere to their policies and procedures.
Items are not considered to be lost in transit until 7 days after the dispatch date. Once the 7 day period has passed we will either refund or replace the lost item. You may be required to complete a claims form so we can be reimbursed for the cost of the item from the Courier.
We cannot accept any responsibility for incorrectly entered addresses or if our Couriers are unable to deliver to your address and any other situations beyond our control.
We will do our best to dispatched any orders received before 3pm Monday to Friday on the same day. Any order received after 3pm will be dispatched the following working day (this includes next day services). Any orders received on a weekend will be dispatched on the following Monday (excluding Bank Holidays).
Peak promotional events, such as Black Friday, may see some orders experience slightly longer dispatch times.
You must be 18 years or older to purchase LiQuid products, you will also need to have a valid debit/credit card or PayPal account.
Select the product you want, select which strength you would like. Next click the add to cart button and follow the simple checkout process to the end making sure you fill in as many details as possible.
After the order is placed we will dispatch your order within 24 hours (Excluding Saturdays, Sundays and bank holidays). You can expect to receive your item typically in 3-5 working days.
If you are a returning customer, your online ordering is easier. Just login to your account, select the e-liquid you wish to order and click the checkout button.
(If you do not remember your user name or password, you can use the "Forgotten Your Password" link to obtain this.)
If you have received a discount code then this is can be added on the payment page of your order.
Simply add the code. Press the 'Apply' button and your code (if valid) will update the value of your order.
As a responsible retailer of e-liquids and vaping products, we do all we can to ensure our products are not sold to anyoneunder the age of 18.
As from the 1st October 2015 Under the Children and Families act 2014 you have to be over the age of 18 years old to purchase e-liquid and electronic cigarettes.
Due to the new regulation companies selling e-liquid need to be able to prove that their customers are over the age of 18. There are a couple of ways to check someone's age. First is by asking customers to upload photo identification via email etc. This method is used by a wide range of industries such as gambling websites. These sites also use Age Verification companies to perform automatic checks the same as we do.
We perform the check only once when you create an account, via a company called GBG to validate your age. They check information from various sources, such as the electoral roll register, birth index data, GB driving licences and credit activity data.
Our check leaves what is called “a soft footprint” meaning that nobody other than yourself will be able to see the check. The check only leaves a soft footprint so that you know that the check has been performed. These checks are quite common for ID checks and you also get them when you apply for insurance cover etc. This check is not a credit-application search (Hard Footprint) so it does not affect your credit score. Here is a quick article from thisismoney.co.uk with more info on soft footprint checks.
We use a company called VerifyMyAge.
Debit and Credit Cards (Visa, Mastercard, Switch Maestro, Solo)
WHAT IS COVERED BY OUR WARRANTY
All new devices come with a warranty against fault. This means that if your device or accessory stops working properly during the applicable warranty period we will replace free of charge. The applicable warranty periods are as follows:
• Vape Kits: all kits are supplied with a 30 day warranty.
• E-liquids: Unfortunately, we are not able to provide a warranty on e-liquid items due to the nature of the product.
For full warranty details click here
We are based in Stockport, just south of Manchester
You can contact us via email at email@example.com.
Telephone Number: 0161 537 4780 - 8am - 6pm Monday to Friday
PLEASE NOTE: Our phone system cannot accept calls from withheld numbers, so if you cannot get through please email us
NextGEN360 Ltd t/a LiQuid, is a company registered in England and Wales with company number 08116148
Company Name: NextGEN360 Ltd, trading as LiQuid
Company Registration Number: 08116148
Company VAT Number: 141 5224 50
Company Trading Address:
Bredbury Park Industrial Estate
Your Privacy and GDPR
This Privacy Notice explains the types of personal data we may collect about you when you interact with us. It also explains how we’ll store and handle that data, and keep it safe.
There’s a lot of information here, but we want to be as open and transparent about how onepoundeliquid.com uses and protects your data.
We hope the following sections will answer any questions you have but if not, please do get in touch with us.
We may on occasion need to update this Privacy Notice. We will notify you of any significant changes, but you’re welcome to come back and check it whenever you wish.
When you are using the onepoundeliquid.com website, BSMW Ltd is the data controller.
There are a number of different reasons for which a company may collect and process your personal data which fall under the data protection laws, including:
In specific situations, we can collect and process your data with your consent, such as when you tick a box to receive email newsletters. We will always advise you which data is necessary in connection with a particular service.
In certain circumstances, we need your personal data to comply with our contractual obligations. If you order an item from us we will collect your address details to deliver your purchase, and pass them to our courier.
If the law requires us to, we may need to collect and process your data. We can pass on details of people involved in fraud or other criminal activity affecting onepoundeliquid.com to law enforcement services.
In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. Such as, we will use your purchase history to send you or make available personalised offers.
- When you visit any of our websites, and use your account to buy products and services on the phone, or online.
- When you create an account with us.
- When you engage with us on social media.
- When you download or install one of our apps.
- When you contact us by any means with queries, complaints etc.
- When you enter prize draws or competitions.
- When you choose to complete any surveys we send you.
- When you comment on or review our products and services.
- We collect data from publicly-available sources (such as Land Registry) when you have given your consent to share information or where the information is made public as a matter of law.
We collect your personal data in a number of ways:
- If you have a web account with us: your name, date of birth, billing/delivery address, orders and receipts, email and telephone number. For your security, we’ll also keep an encrypted record of your login password.
- Details of your interactions with us through contact centres, online or by using one of our apps.
For example, we collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, items added to your basket and how and when you contact us.
- Payment card information.
- Your comments and product reviews.
To deliver the best possible web experience, we collect technical information about your internet connection and browser as well as the country and telephone code where your computer is located and the web pages viewed during your visit.
Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback.
We want to give you the best possible customer experience.
By collecting various bits of information we are able to offer promotions and products that are most likely to interest you.
The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service.
If you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for. For example, if you’ve asked us to let you know when an item comes back into stock, we can’t do that if you’ve withdrawn your general consent to hear from us.
Here’s how we’ll use your personal data and why:
To process any orders that you make by using our websites or apps. If we don’t collect your personal data during checkout, we won’t be able to process your order and comply with our legal obligations.
For example, your details may need to be passed to a third party to supply or deliver the product or service that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds, guarantees and so on.
To respond to your queries, refund requests and complaints. Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience.
To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We’ll also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our websites. We’ll do all of this as part of our legitimate interest.
For example, by checking your password when you login and using automated monitoring of IP addresses to identify possible fraudulent log-ins from unexpected locations.
To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud.
If we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities.
With your consent, we will use your personal data, preferences and details of your transactions to keep you informed by email and web about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on.
Of course, you are free to opt out of hearing from us by any of these channels at any time.
To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Notice, product recall notices, and legally required information relating to your orders. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.
For example, we might display a list of items you’ve recently looked at, or offer you recommendations based on your purchase history and any other data you’ve shared with us.
To administer any of our prize draws or competitions which you enter, based on your consent given at the time of entering.
To develop, test and improve the systems, services and products we provide to you. We’ll do this on the basis of our legitimate business interests.
For example, we’ll record your browser’s Session ID to help us understand more when you leave us online feedback about any problems you’re having
To comply with our contractual or legal obligations to share data with law enforcement.
For example, when a court order is submitted to share data with law enforcement agencies or a court of law
We know how much data security matters to all our customers. We will treat your data with the utmost care and take all appropriate steps to protect it.
We secure access to all transactional areas of our websites and apps using ‘https’ technology.
Access to your personal data is password-protected, and sensitive data such as payment card information) is secured and tokenised to ensure it is protected.
We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security.
We will only keep your personal data for as long as is necessary for the purpose for which it was collected.
At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
There are several ways you can stop direct marketing communications from us:
Click the ‘unsubscribe’ link in any email communication that we send you.
If you have an account, log in into your LiQuid account, visit the ‘My Account’ area and change your preferences.
Write to: Head of Digital, BSMW Ltd, Unit 5-6, Castlehill, Horsfield Way, Bredbury Park Industrial Estate, Stockport, SK6 2SU
Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated
You have the right to request:
- Access to the personal data we hold about you, free of charge in most cases.
- The correction of your personal data when incorrect, out of date or incomplete.
- For example, when you withdraw consent, or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end (such as the end of a warranty).
- That we stop using your personal data for direct marketing (either through specific channels, or all channels).
- That we stop any consent-based processing of your personal data after you withdraw that consent.
- Review by a Partner of any decision made based solely on automatic processing of your data (i.e. where no human has yet reviewed the outcome and criteria for the decision).
You have the right to request a copy of any information about you that the Partnership holds at any time, and also to have that information corrected if it is inaccurate. To ask for your information, please contact Data Protection Officer, BSMW Ltd, Unit 5-6 Castlehill, Horsfield Way, Bredbury, Stockport, SK6 2SU. To ask for your information to be amended, please update your online account, or contact our Customer Services team.
If we choose not to action your request we will explain to you the reasons for our refusal.
Your right to withdraw consent
Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.
Where we rely on our legitimate interest
In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.
You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We must always comply with your request.
Checking your identity
To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.
Contacting the Regulator
If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.
You can contact them by calling 0303 123 1113
Or go online to www.ico.org.uk/concerns
If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence.
Key Worker Discounts
We offer members of key services