FAQ

Making order

Why haven't I received the e-mail which you sent me?
There are some reasons why you might not be getting e-mails from us, e.g. it is in your Spam folder or you blocked our e-mail address. Please check your Spam folder and add our e-mail address [email protected] to your address book.

What payment methods are acceptable?
You can pay by Visa card.

Is there a minimum order?
Yes, you may order minimum 3 cartons of any brand you prefer. For example, if you prefer Winston Classic and Winston Blue, you can order minimum 3 cartons of each of them.

Is there a maximum order?
Yes. There is a maximum order in our shop. The total quantity of cigarettes should be not more than 12 cartons per one order if you are the first time customer and 18 cartons for your second and every further order. The quantity of cigarettes that can be purchased at our site is left to the discretion of customers who must be aware of the laws in force in their country and the sanctions they may incur.

How can I find out my order status?
After you've placed your order at SmokeAndShop you will be automatically notified by e-mail when we approve and ship your order. Please, notice that we do not ship orders within 24 hours to give you a possibility to change or update your postal address and / or the order items. In such cases you must immediately send us an e-mail with your changes. Please enclose your order number when writing about changes in your order.

About our products

Are the cigarettes sold at SmokeAndShop first choice?
The cigarettes sold at SmokeAndShop are of the highest quality available on the market. We sell brands made in Europe.

Do you sell other brands of cigarettes?
Not currently. The only brands we sell are shown in our products catalogue.

Will you be offering other brands in the future?
Yes. The number and type of available brands may change in time.

Delivery

How much does the shipping cost?
Shipping costs €9.25 per one carton.

Are there countries to which you do not deliver?
Yes. The cigarettes sold at SmokeAndShop can be delivered to Europe and Australia.

Why can't you send me a single parcel containing more cartons?
Because it would be subject to duty since the width and value would not fall within the prescribed international parameters.

If I make an order Saturday, when my order will be sent and how do you ship parcels?
Usually, your order is processed in 48 hours. Orders received on Saturdays are sent on the first working day following reception (Sundays and public holidays). We work with the Registered Priority Airmail only.

How can I get the parcel if there is no one at home when the post man comes?
If there is no one at home or there are any other reasons why the parcel cannot be delivered, you will get a notice that will require collecting your package from the post office within 5 days. In case when the order is not collected within 5 days the parcel will be sent back to us.

Is it legal to resell cigarettes ordered from SmokeAndShop?
No. This is against the law in any country of the world.

How many cartons is legal to order online?
The quantity of cigarettes that can be purchased at our store is left to the discretion of customers who must be aware of the laws in force in their country and the sanctions they may incur if their intention is to resell "duty free" cigarettes. It is the responsibility of the Buyer to ascertain and comply with the laws relating to the purchase and use of any tobacco goods. In order to determine the applicable limits on purchases or taxing responsibilities, if any, imposed by your particular state, the consumer may want to contact their state authorities. But keep in mind that minimum order is 3 cartons and the maximum order is 18 cartons.

Customs

Do you guarantee that no duty will be paid worldwide?
We cannot guarantee that no tax will be paid worldwide because some countries may occasionally apply the international postal regulations and standards.

Guarantee

Will I get my money back or have the goods replaced if the parcel is lost, stolen or damaged?
You will get a refund for the order in case if the parcel is returned to us minus shipping fees. SmokeAndShop is not responsible for the parcels seized on the territory of your country.

Can I withdraw the order placed with your online store?
You can withdraw your order within 24 hours of its placement.

Non-disclosure

Does SmokeAndShop use personal data of customers (mailing address, e-mail address, etc.) for advertising campaigns or other promotional activities?
We do not sell or rent your personal information to others. The information provided us as a result of your online purchase, such as your name, E-mail address, phone number(s) and point of delivery or forwarding address are only used for shipping.

Does SmokeAndShop store information on who bought cigarettes online on files?
No, we don't store this information.