When your Azenlyx delivery arrives, check the carton against your order record before you unpack further: compare the complete product name, the SKU and the sale unit shown on the carton with the record you ordered. Keep the item and its packaging, and if the carton does not match the confirmed order record, contact Azenlyx promptly through the contact form with your order number, the exact product name or SKU, a short description and clear photographs. Do not send anything back until support provides instructions and the correct return destination. This guide uses two live catalogue records – Manchester Reserve Cigarettes – 1 Carton (10 Packs) (SKU SS-204) and Manchester Sapphire Blue Cigarettes – 1 Carton (10 Packs) (SKU SS-196) – to show how the check works.
Start with the order record, not your memory of it
Open the order confirmation and write down the confirmed fields before you touch the carton: the complete product name, the SKU, the sale unit and the quantity. Each published Azenlyx listing represents one carton containing 10 individual packs, so “1 Carton (10 Packs)” is part of the record rather than a detail you can skip. The live product page is the authoritative source for current names, SKUs, prices and stock, while the order confirmation records what was confirmed at checkout. Keep both available while you compare the delivery.
Compare the complete name and SKU on the carton
Read the full name printed on the carton and match it to the full name in the order record. Then check the SKU. Similar brand words appear across several Azenlyx records, so a shortened name or a remembered colour is not a reliable match. The two cartons below belong to separate records even though both names begin with “Manchester”.
| Record name | SKU | How to confirm |
|---|---|---|
| Manchester Reserve Cigarettes – 1 Carton (10 Packs) | SS-204 | Live product page |
| Manchester Sapphire Blue Cigarettes – 1 Carton (10 Packs) | SS-196 | Live product page for Manchester Sapphire Blue |
If the name or SKU differs from the order record, the carton is not the record you confirmed. Do not assume that a similar design, colour or flavour word makes two records equivalent; the record-first ordering check explains why the complete name and SKU matter before an order is placed.
Check the sale unit: carton versus single pack
Each listing describes a carton of 10 packs. If you ordered a carton record but received a single pack, the delivered item is not the record you ordered, even when the pack design looks similar. The photograph below shows the Manchester Reserve single pack that belongs with the SS-204 record; a single pack is not the same as the “1 Carton (10 Packs)” record.
What to do when the delivered carton does not match
Keep the item and its packaging, and do not discard the packaging, alter it for a photograph or send it anywhere before you receive instructions. Contact Azenlyx promptly and include: the order number and the email address used at checkout; the exact product name or SKU from the order record; a concise description of what arrived; and clear photographs when the carton is damaged or different from the record. The current Returns and Refunds information asks for these details so support can compare what arrived with the confirmed order record. Do not return the product before support provides the next step and the correct return destination.
A change-of-mind request is a separate type of enquiry: it may be restricted for regulated or sealed goods and must be assessed before anything is sent back. Azenlyx states that remedies for faulty, unsafe, damaged or incorrectly supplied goods are handled consistently with rights that cannot be excluded under the Australian Consumer Law, and that an approved remedy may be a replacement, refund or another solution appropriate to the issue. Read the current Returns and Refunds page before you act, and follow the before-returning steps when an item needs to be documented.
What to include when you contact support
- Order number and the email address used at checkout.
- Complete product name and SKU from the order record.
- A short factual description of what arrived.
- Clear photographs when the carton is damaged or different from the record.
What the check does not tell you
Price and stock change. This article records product identity facts observed on 18 August 2026; check the live product page for current availability and displayed amounts. Tracking progress and carton identity are separate questions: use your order communication for delivery status, and the carton label together with the order record for identity. Do not publish personal delivery information such as an order number or delivery postcode in a blog comment or public channel; the current Shipping Policy asks customers to use the contact form with the order number and delivery postcode for delivery enquiries.
Delivery verification checklist
- Order confirmation is available with the complete product name, SKU and sale unit.
- The carton label matches the complete name in the record.
- The SKU on the carton matches the order record.
- The sale unit matches: one carton (10 packs), not a single pack.
- The item and packaging are kept until the check is complete.
- If the carton differs: photographs are taken, and support is contacted with the order number, product name or SKU and a short description.
- For delivery questions, the contact form is used with the order number and delivery postcode.
Adult customers only: Azenlyx orders require the recipient to be at least 18 years old, and age or identity checks may be required where applicable. Tobacco contains nicotine and smoking causes serious health risks.