Order confirmed
You get a confirmation email with your flavour and, if you chose one, your refill plan and its first renewal date.
Help & contactA person reads
A person reads
every one of these.
We’re small. There is no ticket queue and no chatbot. Email reaches the people who made the thing.
Or email contact@hale-air.com
Weekdays, usually within one working day.
Where is my order?
1–3 business days to process, then approximately 8–15 days in transit. You get a tracking link the moment it moves. If tracking hasn’t updated in five days, email us and we’ll chase the carrier.
It arrived damaged
Send a photo to the address above and we replace it. You don’t need to send the damaged one back first.
I want to change or stop my refills
Email us before the next delivery ships. No minimum term, no fee. Tell us if you want to skip one, change the flavours, change the interval, or stop entirely.
I want to return it
You have 14 days from the day it arrives. Eligibility conditions and hygiene exceptions apply to opened flavour packs — read the returns policy before you order.
Which flavour should I pick?
There is no wrong first choice. The device works with all six and a single replacement pack is €19.95, so you are choosing where to start rather than what you are stuck with.
Is Hale a vape? Does it contain nicotine?
No to both. No battery, no coil, no liquid, no nicotine and no tobacco. Air passes over a flavour core as you draw — nothing heats, burns or vaporises.
After you orderWhere it is,
Where it is,
the whole way.
It ships direct from the maker rather than a European warehouse. That is slower, and it is part of why the kit costs what it does. Here is exactly what that looks like.
Packed and dispatched
Your kit is picked and handed to the carrier. You get a tracking number the moment it moves.
In transit
This is the long part and we won’t pretend otherwise. Tracking stays live throughout.
Fourteen days from here
Your return window starts the day it lands, not the day you ordered. If it arrives damaged, send a photo and we replace it.
Keeping itIt should outlast
It should outlast
the first hundred cores.
There is no electronics to fail, so looking after it is mostly about the airway.
When you change a core
Run the cleaning stick through the airway. Thirty seconds, and it keeps the draw even from the first core to the last.
The wood
Wipe it with the dry cloth. Don’t soak it, don’t put it in a dishwasher, and keep it out of a hot car.
If the draw feels tight
Check the airflow at the base before you assume it’s blocked — it adjusts, and it’s easy to knock closed in a pocket.
The specificsEverything we know
Everything we know
about the object.
If a number is missing below, it’s because we won’t print one we haven’t measured.
- Materials
- Stainless steel and wood
- Weight
- 180 g
- Airflow
- Adjustable at the base
- Power
- None required
- Reusable
- Yes
- Cores per pack
- 3
- Core duration
- Approx. 5–6 days
- Nicotine
- None
- Tobacco
- None
- Produces vapour
- No
The short answerWhat Hale is,
What Hale is,
and what it isn’t.
Side by side, so there’s no ambiguity.
Hale
A vape
A cigarette
Contains nicotine
No
Usually
Yes
Contains tobacco
No
No
Yes
Produces smoke
No
No
Yes
Produces vapour
No
Yes
No
Something burns or heats
No
Yes
Yes
Needs charging
No
Yes
No
Hale is not a cessation product, a medical device or a nicotine product. If you are stopping smoking, speak to your GP or the HSE QUIT service.
What is Hale?
Hale is a reusable flavoured-air device. Air passes through a replaceable flavour core as you draw through the mouthpiece. It has adjustable airflow and uses no batteries or heating.
What comes with the Starter Kit?
One Hale device, one flavour pack of your choice containing three cores, a cleaning cloth and a cleaning stick. The kit image is shown with Mint; your chosen flavour replaces that pack.
What does it cost to keep using?
About €1 a day after the device. A pack of three cores is €14.98 on the Essential plan, and a core lasts roughly 5–6 days.
Do I keep the device when I subscribe?
Yes. Your Starter Kit includes one reusable device that is yours. Future subscription deliveries contain flavour packs only — the device never renews.
How long does a flavour core last?
Hale estimates approximately 5–6 days per core, depending on use. Each pack contains three cores, representing roughly 15–18 days when used continuously. Your experience may vary.
When will my order arrive?
Shipping is free. Allow 1–3 business days for processing, followed by approximately 8–15 days for delivery. Orders dispatch direct from the maker — which is part of why the kit is €63.95 rather than €110.
Can I buy it as a gift?
Yes. Choose the one-time Starter Kit, pick the flavour you think they’d like, and add a note at checkout. If they’d prefer another flavour, a single pack is €19.95.
How do refill subscriptions work?
Choose two or three packs and delivery every 4, 6 or 8 weeks. In the current offer, the first refill packs ship and are charged with your starter. Subsequent deliveries contain only your selected refill packs.
Can I change or cancel my refills?
Contact contact@hale-air.com to request a skip, pause or cancellation. Plan management currently uses email support.
Can I return my order?
You have 14 days from receipt to change your mind. Eligibility conditions and hygiene exceptions apply, and change-of-mind return shipping may be at your cost. Read the full policy before purchasing.