Contact

One address for everything: hello@cilialabs.com. A person reads it and replies within one business day, Monday to Friday. There is no phone line and no ticket number; there is a reply.

What to include

  • Your order number, if it is about an order. It is in your confirmation email and in your account.
  • For a damaged, wrong, missing or defective item, your order number and a photo of the parcel and its contents, within 14 days of delivery. Nothing needs to be sent back.
  • To cancel an order, your order number, as soon as possible. If our fulfillment partner can still stop the order, we cancel it and refund it in full.
  • For a subscription change, what you want changed. You can also skip, pause or cancel online yourself under Manage subscriptions in your account.
  • For an ingredient or safety question, which product, and whether you take any medication. We will answer what the label answers and point you to a pharmacist or doctor for the rest.

Quick answers

  • Shipping: US only, to the 48 contiguous states and DC (not Alaska, Hawaii, US territories or APO, FPO and DPO addresses). Allow 5 to 7 business days from order to delivery. $5.99, free on orders of $60 or more after discounts.
  • Refunds: all sales are final once an order ships, and we cannot accept returns, opened or unopened. Damaged, wrong or missing items (photo within 14 days of delivery) and lost parcels are replaced or refunded. Changed your mind? Email us straight away: if our fulfillment partner can still stop the order, we cancel it and refund it in full. Details in the refund policy.
  • Subscriptions: Subscribe & Save 15% on the four singles only; the kits are one-time purchases. Renews every month, reminder email before each charge, skip, pause or cancel online from your account.
  • Age: Cilia Labs products are for adults 21+.
  • Does this make vaping safe? No.

The FAQ has the longer versions.

Chat

When the chat icon is showing, a person is behind it during UK and US business hours. Outside those hours it takes a message and we reply by email.

Creators

Cilia Labs will work with creators through Shopify Collabs. Applications are not open yet; until then, email hello@cilialabs.com with "Creators" in the subject line.

Press and partnerships

hello@cilialabs.com with "Press" or "Partnership" in the subject line. Cilia Labs is a faceless brand: we do not do founder interviews or supply headshots.

Wholesale

Not offered. Cilia Labs sells only through cilialabs.com and the Shop app.

The company

Cilia Labs is a trading name of IZEE LTD, a company registered in England and Wales (company number 17250889). 87 Beaumont Road, London SW19 6TH, United Kingdom. We do not accept returns; see the refund policy. Products are made in a US facility and shipped from a US warehouse by our fulfillment partner. Cilia Labs sells to the United States only, in US dollars.