A damaged parcel, a product that appears faulty, or a carton with something missing calls for a different support record from a simple product-selection question. Australian adults can make the first enquiry easier to assess by preserving the delivery as received and matching the issue to the confirmed order details.
This checklist explains what to record before contacting Vaqlino. It is a practical preparation guide, not a promise of a particular outcome or legal advice. The Vaqlino returns and refunds page remains the source for the site’s current process.
1. Separate the issue into the right category
Start with a plain description of what happened. A damaged order may have crushed, torn, wet or otherwise affected packaging. An incomplete order means the delivered contents do not match the quantity shown in the confirmed order record. A potentially faulty item may appear intact but have a specific product issue.
Do not guess at the cause. State what you can see, what the order record says, and what was actually delivered. If the parcel contains a completely different item, use the separate Vaqlino guide for an incorrect delivery instead of combining two different problems in one description.
2. Keep the item, parcel and packaging together
Do not discard the outer parcel, labels, internal packaging or affected item while the enquiry is being assessed. Vaqlino’s current returns information asks customers to keep the item and packaging until support provides the next step.
Also do not send anything back without instructions and the correct return destination. A return sent too early can remove useful evidence and may not reach the place support specifies.
3. Match the delivery to the confirmed order record
Open the order confirmation and note the order number, exact product name, SKU and ordered quantity. Then compare those fields with the label and contents you received. The SKU is particularly useful when product names contain several similar words, strengths or variants.
You can check how Vaqlino presents these fields in the live shop catalogue. For example, at the time of this check, the published record for Manchester Double Drive Blueberry Mint Cigarettes – 1 Carton (10 Packs) showed SKU SS-1779 and in-stock status. Catalogue details can change, so use the confirmation attached to your own order as the primary record for what was purchased.
4. Take clear, relevant photographs
When damage or missing contents are involved, prepare a small set of clear photographs rather than many unrelated images:
- the outer parcel and shipping label;
- the parcel as opened, showing the internal packing;
- the affected area or missing-content context;
- the product label, name or SKU where readable; and
- the full delivered contents in one frame when the quantity is in question.
Photographs should document the issue without exposing card details, identity documents or unrelated personal information. Avoid editing images in a way that removes useful context.
5. Write a short support summary
A useful first message can follow this order:
- order number;
- exact product name and SKU;
- whether the issue is damage, a suspected fault or missing contents;
- what the confirmation showed and what arrived;
- whether the outer parcel was also affected; and
- a note that relevant photographs are available or attached.
Keep the description factual. There is no need to send payment-card data, identity documents or a long personal history. Use the appropriate enquiry type on the Vaqlino contact page, and include only the information needed to identify the order and issue.
6. Wait for return instructions
After submitting the enquiry, retain the item and all packaging while support reviews the record. Do not assume a return address or a remedy before receiving instructions. Vaqlino states that an approved response may depend on the issue being assessed.
Before you press send
- The order number matches the confirmation.
- The product name, SKU and quantity are exact.
- The description distinguishes damage, fault or missing contents.
- The photographs show the parcel, packaging and affected item clearly.
- No unnecessary sensitive information is included.
- Nothing has been discarded or returned before support instructions.
Adults 18+ only. Tobacco contains nicotine, which is addictive, and smoking causes serious health risks. This article helps adult customers prepare an order-support record; it does not encourage tobacco use.