Frequently Asked Questions

Below you will find answers to the most common questions we receive. If you cannot find what you are looking for, please do not hesitate to contact us – we are always happy to help.

1 Do you ship worldwide, and who pays customs duties?

Yes, we ship from Hong Kong to most countries and territories. Import duties, taxes, and customs clearance fees are the buyer’s sole responsibility. These charges are not included in the product price or shipping cost. A small number of restricted destinations are excluded at checkout – please refer to our Shipping Policy for the full list.

2 How do I refill my lighter?

Ensure the lighter is completely empty of residual gas and at room temperature. Turn the lighter upside down, insert a high-quality butane refill nozzle into the filling valve, and press down firmly for several seconds. Wait a few minutes for the gas to stabilize before attempting to ignite. Always use high-purity butane to prevent clogging.

3 Do you accept wholesale or trade orders?

Yes. We welcome trade inquiries from retailers and businesses. Please write to our trade address (hello@shmovew.com) with your territory and estimated volume. Minimums start at 12 units per SKU, and mixed lines are accepted. We do not impose any minimum order quantity for standard retail purchases.

4 Can I return a lighter I have already filled?

For fuel-safety reasons, filled or fired lighters cannot be returned unless faulty. Unused, unfilled items are fine within 30 days.

5 What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express) through secure third‑party payment gateways. We do not store your CVV or full card details on our servers. All transactions are encrypted for your safety.

6 Is there an age requirement to purchase from your site?

Yes. You must be at least 21 years old to browse our website and place an order. By completing a purchase, you confirm that you meet this age requirement. We reserve the right to verify your age, and orders may be subject to age verification upon delivery.

7 Do your lighters come with butane gas?

No. All lighters are dispatched completely empty of butane gas to comply with international air transport safety regulations (IATA). You will need to refill the lighter with high‑purity butane after receipt. This is clearly stated on each product page, and lighters that have been filled are not eligible for return.

8 How should I care for my lighter?

We recommend cleaning the ignition mechanism and exterior after each use with a soft, dry cloth. Avoid using harsh chemicals or water. Store your lighter in a cool, dry place away from direct sunlight. For optimal performance, bleed the tank and refill with high-purity butane regularly.

9 Can I modify or cancel my order after placing it?

If you need to change your shipping address or cancel an order, please contact us immediately at hello@shmovew.com. We will do our best to accommodate your request if the order has not yet been dispatched. Once shipped, we cannot make changes, and you will need to follow our returns procedure.

10 Do you have a physical store I can visit?

We operate exclusively online and do not maintain a physical retail store open to the public. All orders are dispatched from Hong Kong. Our standard business hours are Monday–Friday, 10:00–18:00 HKT.

11 How do I track my order?

Once your parcel is dispatched, you will receive a shipping confirmation email containing a tracking number. You can use this number to monitor your shipment directly on the carrier’s website. If you do not receive the email, please check your spam folder or contact us.

12 What is your policy on data privacy?

We take your privacy seriously. Please review our Privacy Policy for detailed information on how we collect, use, and protect your personal data, including our practices regarding cookies and cross‑border data transfers.

Contact Information

If your question is not answered here, please get in touch:

We aim to make your experience as smooth as possible. Thank you for choosing us.