FAQs

Here you'll find answers to some of the most common questions about Vivid products and vaping in general. And, if you can't find what you're looking for, get in touch here

Vivid Original FAQs
Vivid Original FAQs
How do I look after my e-cigarette battery?

The Vivid Vapours battery is activated through air pressure and so can be sensitive. Avoid dropping the battery as well askeeping it away from magnets, liquids and extreme temperature changes.

How long does it take for the battery to charge?

It will take approximately 4 hours for your e-cigarette battery to be fully charged via the USB cable. There are also USB adaptors available from our store so that the battery can be safely charged from the mains or in a car. Please be aware that only Vivid Vapours adaptors should be used to charge the battery as non-Vivid Vapours branded adaptors may not be compatible with the battery and could cause overcharging.

As a precaution we advise that you do not leave the battery unattended while charging or leave it to charge overnight.

How many uses does the battery last for on a rechargeable e-cigarette?

You can recharge your Vivid Vapours battery over 300 times before its functionality will begin to decline and you need to purchase another one.

How will I know when the battery is fully charged?

When the battery is fully charged the ‘on/off’ button will turn green

My rechargeable battery has been charged but the electronic cigarette still isn't working?

If your battery is old or well used, it may be unable to hold its charge and needs to be replaced. If this is not the case and you are having issues with the battery unit, please contact us on 0800 085 8858 or email us at info@vividvapours.com and a member of our customer service team will be happy to help you.

What is the electric charge of the rechargeable batteries?

There are two different batteries available in the Vivid Original range:

  • Rechargeable e-liquid starter kit batteries are 650mAh
  • Rechargeable e-liquid replacement batteries are 1100mAh
How long do bottles of e-liquid last for?

This really depends on your personal usage and style of vaping. Each e-liquid bottle contains 10ml of liquid.

How long should a Clearomiser last?

Clearomisers are a disposable product that will last between 2-4 weeks depending on your usage. We recommend using a new clearomiser with each different flavoured e-liquid to avoid tainting the flavour.

Vivid Nicocig FAQs
Vivid Nicocig FAQs
What are the Nicocig cartomisers compatible with?

Our Cartomisers are only compatible with Nicocig Rechargeable batteries. For the best quality product, always use Nicocig branded products only.

How long will it take to charge my Nicocig original battery?

It will take approximately 4 hours for your e-cigarette battery to be fully charged via the USB cable. There are also USB adaptors available from our store so that the battery can be safely charged from the mains or in a car. Please be aware that only VIVID adaptors should be used to charge the battery as non-VIVID branded adaptors may not be compatible with the battery and could cause overcharging.

As a precaution we advise that you do not leave the battery unattended while charging or leave it to charge overnight.

How many times can I recharge my Nicocig original battery before it starts to lose its charge?

You can recharge your Nicocig original battery over 300 times before its functionality will begin to decline.

How will I know when my Nicocig original battery is fully charged?

When the Nicocig original battery is fully charged the LED light at the tip of the battery will turn off.

What ingredients do the Nicocig original products contain?

The only ingredients are Water, Propylene Glycol, Vegetable Glycerine, Nicocig flavouring and Nicotine (in all Nicocig original e-cigarettes and cartomisers).

IQOS MESH FAQs
Mesh FAQs
Where are IQOS MESH™ products manufactured?

IQOS MESH Heating Technology is designed and developed by Philip Morris International in Switzerland. The device is produced in Malaysia, the atomizer is produced in Germany and the VEEV flavour capsules are produced in the EU.

Additional information:
More than 4 years of scientific research and development in Switzerland.

What is IQOS MESH?

IQOS MESH™ is a capsule based vaping product.

What is the difference between IQOS MESH and traditional e-cigarette devices?

Unlike most e-cigarette devices that use a wick and coil heating element, IQOS MESH™ contains a German-made MESH™ heater that is in constant contact with the e-liquid for a consistent vaping experience.

Every IQOS MESH™ battery includes 3 protection levels designed to prevent overheating, short circuiting and pressure build-up.

How does the device know when I run low on e-liquid?

The IQOS MESH device is equipped with a Low Liquid Detection system that automatically shuts off the heating element when the e-liquid in the capsule is too low for it to operate correctly. This eliminates potential e-liquid overheating, contributing to optimal vapour delivery.

A Red status LED light indicates that the capsule is nearly empty and must be replaced.

Does IQOS MESH comply with EU Safety requirements?

The IQOS MESH device complies with EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.

Does IQOS MESH produce smoke?

No, IQOS MESH does not produce smoke because it does not contain tobacco. It vaporises a nicotine containing liquid to create an inhalable aerosol.

Will IQOS MESH help me quit smoking?

No. IQOS MESH is not a smoking cessation device.

What is the energy capacity of the battery?

IQOS MESH device uses a 900 mAh battery.

What is the battery charging duration of the IQOS MESH?

The IQOS MESH battery is designed for full day use on a single charge (based on consumption of 2ml of liquid per day).

How can I check the charge level of the battery?

A short press on the button, whilst the device is on, shows current battery level. It is also displayed for few seconds when you turn on the device.

How will I know that my battery is fully charged?

When the device is fully charged, the battery light will switch OFF after being solid white for few seconds.

We recommend to charge IQOS MESH™ using only the supplied AC power adaptor and USB cable.

Will the IQOS MESH device switch off automatically if I do not use it?

If the device is left unused for 3 minutes the device will switch to standby mode. To reactivate your device, press and hold button for 1 second.

How long does it take to charge the device the first time?

A full charge of battery connected to an approved IQOS AC Power adaptor takes approximately 90 minutes. Charging is indicated by a pulsing white battery light.

How can I perform a soft reset of my IQOS MESH device?

In the event of the status or battery light is flashing red, you can reset your device by doing the following:

  1. 1. Press and hold the button for 15 seconds
  2. 2. Release the button
  3. 3. Both the status and battery lights will flash to confirm a reset has taken place
  4. 4. The device will switch off
What does a red light on my IQOS MESH mean?

If the Status light is red, then either your VEEV Flavour Cap isn’t inserted correctly, or it’s empty and needs to be replaced with a new one.

If the Battery light is red, then the battery is fully discharged. Please recharge using the supplied AC Power Adaptor and USB Cable.

If the Status or Battery light is flashing red, then there is either a device or a charging error. Please, try to reset your device.

What should I do if my IQOS MESH device does not function?

In the event of any issue, please try to reset your device:

  1. 1. Press and hold the button for 15 seconds
  2. 2. Release the button
  3. 3. Both the status and battery lights will flash to confirm a reset has taken place
  4. 4. The device will switch off

If the above reset procedure does not resolve the issue, please, stop using/charging the device and contact our Customer Care Team

In which countries IQOS MESH and VEEV flavour caps are available?

IQOS MESH™ and VEEV flavour caps are currently available only in the UK.

How long does the VEEV flavour cap last?

This is dependent upon how often you decide to use your IQOS MESH. On the basis of an average user, one VEEV flavour cap will last one day, as each capsule contains 2 ml of e-liquid.

Should I refill the VEEV flavour cap?

No refilling. No mess. No cleaning. No flavour aftertaste from one capsule to another. Just swap in and out VEEV flavours whenever you want.

Can I refill the VEEV flavour caps with other e-liquids?

No you cannot. IQOS MESH™ is specifically designed to be used with VEEV flavour caps.

Do I have to replace any parts in the VEEV flavour cap?

There are no parts that need to be replaced in the VEEV Flavour Caps. Once your cap is empty, simply replace it with a new one.

Each new VEEV flavour cap contains a new MESH™ heating element inside.

Do VEEV flavour caps contain nicotine?

Yes they do. VEEV e-liquid contain nicotine, which is addictive. VEEV e-liquids contain nicotine which is extracted from tobacco leaves.

VEEV flavour caps are offered in up to 3 nicotine levels:

  • 18mg of nicotine per ml
  • 11mg of nicotine per ml
  • 6mg of nicotine per ml
Where can I check the nicotine level of the VEEV flavour cap?

Flavour abbreviation & nicotine strength indicated on the packaging box and at the bottom of the VEEV flavour cap.

What is the IQOS warranty?

The IQOS warranty lasts for 12 Months/7300 cycles (whichever comes first). A cycle represents each charge of the holder or charger. You can check how many cycles your device has been through in the IQOS Store.

The IQOS MESH warranty lasts for 12 Months.

Please see our terms and conditions for more information.

Does IQOS MESH comply with EU Safety requirements?

The IQOS MESH device complies with EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.

Why are there health warnings on your packaging?

The IQOS MESH product contains nicotine and therefore we are required by the new tobacco and related product regulation to show health warnings on our pacakaging, following the revised Tobacco Products Directive (2014/40/EU).

What is the difference between Nicocig MESH & IQOS MESH?

In essence, we have enhanced the consumer’s usability experience by giving the Nicocig MESH device a makeover. We decided to redesign the Nicocig MESH capsule to be much smaller in size but yet still hold 2ml of liquid. The IQOS MESH device comes with a sleek, compact and powerful battery with 3 protection levels (to prevent cell overpressure, electrical failure and overheating) for reliable performance.

Furthermore, we have situated the charging port to be at the base of the device to make the consumer’s experience hassle free as you won’t have to remove your capsule to charge your device anymore. The IQOS MESH battery is designed for full day use on a single charge (based on 2ml of liquid per day). With contrasting brushed and polished Aluminium for an elegant look and feel, it is milled from a single block of Aluminium for strength and durability in a lightweight device.

Can I recycle my old Nicocig MESH device?
  1. 1. The device and its individual parts must not be disposed of with general household waste.
  2. 2. It should be disposed of at a designated collection point for the recycling of waste electronic equipment OR by returning it to the point of purchase.
  3. 3. Dispose your used VEEV Flavour Caps and packaging material according to local environment rules.
  4. 4. Packaging materials are not biodegradable.
Can I use the VEEV capsules with the Nicocig MESH device?

No you cannot. IQOS MESH™ is specifically designed to be used with VEEV flavour caps.

Can I use my reward points to purchase the IQOS MESH range on the Vivid shop page?

Yes, you will be able to redeem your reward points on our Vivid site to purchase our IQOS MESH range.

What are the benefits of using the IQOS MESH device?
  1. 1. Low liquid detection through smart digital control eliminates potential burnt liquid.
  2. 2. Automatic puff activation, button free experience.
  3. 3. Compact and powerful battery pack with 3 protection levels (to prevent cell overpressure, electrical failure, overheating) for reliable performance.
  4. 4. Battery designed for full day use on a single charge (based on a 2ml of liquid per day).
What shall I do if I notice my VEEV capsules are leaking?

Handling of a leaking capsule (based on SDS – Safety Data Sheet, ‘First aid measures’ and ‘Handling & Storage’)

Precautions for safe handling:

  • Avoid contact with skin (wear protective gloves);
  • Avoid contact with eye

Hygiene measures:

  • Observe good personal hygiene practice;
  • Do not eat, drink or smoke when handling;
  • Always wash hands after handling the product;
  • Wash contaminated clothing before reuse.

First aid measures:

  • After skin contact > wash skin with plenty of water;
  • After eye contact > rinse cautiously with water for several minutes;
  • After ingestion > rinse mouth. Get medical advice/attention.
How to charge the IQOS MESH device?

Charging procedure:

  1. 1. Plug one end of the IQOS USB cable into the bottom of the device and the other end into the IQOS AC Power adaptor
  2. 2. Charging is indicated by a pulsing white battery light located at the bottom of the device.
  3. 3. Disconnect the device when fully charged

A short press on the button, whilst the device is on, shows current battery level. It is also displayed for few seconds when you turn on the device

Charging levels & LED light:

  • When charge level is:
    • below 5% - the battery LED light is blinking white (fast)
    • above 6% - the battery LED light is pulsing white (slow)
  • When the device is fully charged: the battery LED light will switch OFF after being solid white for few seconds

Battery levels & LED light:

  • When battery level is:
    • above 26% - the battery LED light is constant white
    • below 25% - the battery LED light will blink white, indicating it will soon be time to recharge
    • below 5% - the battery LED light is constant red, indicating it is time to recharge
  • When the device is out of battery, all lights switch OFF

Additional information:

  • A full charge of battery connected to an approved IQOS AC Power adaptor takes approximately 90 minutes

What happens next if my IQOS MESH device breaks?

If you are experiencing any issues with your IQOS MESH device then please contact our customer care centre Freephone number 0800 432 0000 or email us at info@iqos.co.uk

Can I try the VEEV capsules before purchasing them?

Yes, you will be able to trial our range of IQOS VEEV capsules in our IQOS stores

Why have you discontinued the Nicocig MESH Tropical Fruit capsules?

Despite not having the Nicocig Tropical Fruit MESH capsule in the new range. We are introducing three fruit flavoured capsules in three different nicotine strengths: The Pitanga Fruit Twist, Red Berry Fusion & Passion Fruit Zest will all be available in 6mg/ml, 11mg/ml & 18mg/ml.

Can I remove my VEEV Flavour Cap while the device is on?

Yes. IQOS MESHTM will automatically switch off when the VEEV Flavour Cap is removed.

To remove your VEEV Flavour Cap: Hold the VEEV Flavour Cap and, without twisting, pull it away from the device.

General FAQs
What is an electronic cigarette?

Electronic cigarettes, or e-cigarettes, are devices created to deliver nicotine as a vapour without the tar, tobacco and carbon monoxide associated with traditional tobacco products.

What is nicotine?

Nicotine is a natural chemical found in the tobacco plant. Nicotine is addictive. It can cause momentary increases in heart rate and blood pressure and it is possible that it adversely affects maternal and foetal health during pregnancy, contributing to outcomes such as preterm delivery and stillbirth. Accordingly, people with heart disease, severe high blood pressure or diabetes, as well as minors and pregnant women and women who breast-feed should not use tobacco or nicotine containing products.

Do your e-liquids contain VG (Vegetable Glycerin) or PG (Propylene Glycol)?

All VIVID e-liquids contain both VG & PG. All VIVID products are subject to regulatory and toxicological assessment before release to the market to ensure that they comply with external and PMI internal requirements.

What is the difference between VG and PG?

Vegetable Glycerin (VG) is a clear colourless, odourless viscous liquid extracted from plants. It is a natural product widely used in e-liquids, the food industry and in pharmaceutical formulations.

Propylene Glycol (PG) is a viscous colorless organic compound which is used in many every day products such as medicines, mouthwashes and as a food additive. PG is free from animal derivatives and suitable for vegetarians. VG and PG are the major constituents of e-liquids and are used to dilute the nicotine and flavourings and to create the vapour.

If I am pregnant. Can I still use a VIVID device?

We advise that you do not use a VIVID device whilst pregnant or breastfeeding. Please ask your GP for further advice on the risk of nicotine use during pregnancy.

I have a heart condition and high blood pressure, can I still use E-cigarettes?

As with any known illness, we advise that you consult with your GP before using any of our products.

What do I do if I receive the wrong item in my order?

Very rarely the wrong item may be sent to you, if this has happened with your order please accept our apologies. You can either email us at info@vividvapours.com or contact us on 0800 085 8858 and we will advise how to get this error rectified.

How do I cancel an order?

Please refer to our Refunds, Returns & Delivery page

Is the e-liquid used in VIVD products suitable for vegetarians?

We do not use any animal derived ingredients in our e-liquids. All ingredients are either synthetic or from vegetal source (e.g. plant extracts/oils).

Should VIVID customers be concerned about Diacetyl?

Diacetyl is not authorised for use in any products supplied by VIVID.

Can I legally smoke e-cigarettes anywhere?

E-cigarettes are not subject to the public place smoking ban but as a matter of courtesy it is usually a good idea to check with the owner of the premises before you use your e-cigarette to make sure that they are happy for you to do so.

I’m having problems placing an order on the website, who should I contact?

If you are having issues placing your order online please call through to the customer service department on 0800 085 8858 and a member of our customer service team will be able to take an order over the phone for you.