FAQ

Making an order

Why haven't I received the email you sent me?

There are a few common reasons: the message may be in your Spam folder or our address may be blocked. Please check Spam and add [email protected] to your address book.

Is there a minimum order?

Yes. The minimum order is 3 cartons of any brand you prefer. For example, if you like Winston Classic and Winston Blue, you can order at least 3 cartons of each.

Is there a maximum order?

Yes. For a first order the limit is up to 12 cartons per order. For your second and subsequent orders the limit is up to 18 cartons. Customers are responsible for knowing the laws in their country and any sanctions that may apply.

How can I find out my order status?

After placing an order on SmokeAndShop you will receive email updates when we approve and dispatch it. Note: we do not dispatch within the first 24 hours to allow you to update your address and or items. If you need changes, email us immediately and include your order number.

About our products

Are the cigarettes sold at SmokeAndShop top quality?

Yes. We sell European made brands and our products are of the highest quality available.

Do you sell other brands of cigarettes?

Not currently. The only brands we sell are listed in our catalogue.

Will you be offering other brands in the future?

Yes. The number and types of available brands may change over time.

Delivery

Are there countries to which you do not deliver?

Yes. Cigarettes sold by SmokeAndShop are delivered to Europe and Australia.

Why can't you send a single parcel containing more cartons?

Because such a parcel could be subject to duty if its size or value exceeds international parameters.

If I order on Saturday, when will it be sent and how do you ship parcels?

Processing usually takes up to 48 hours. Orders received on Saturdays are sent on the next working day (Sundays and public holidays are non working). We use Registered Priority Airmail only.

What happens if no one is at home when the postman comes?

If delivery is not possible, you will receive a notice asking you to collect the parcel at the post office within 5 days. If it is not collected, the parcel will be returned to us.

Is it legal to resell cigarettes ordered from SmokeAndShop?

No. Resale is illegal in every country.

How many cartons is it legal to order online?

The quantity you may purchase is at your discretion but you must comply with your local laws. If you intend to resell duty free cigarettes, be aware of possible sanctions. It is the buyer's responsibility to check purchase and tax rules in their jurisdiction. You may contact your state or national authorities for limits or tax obligations. Remember: the minimum order is 3 cartons and the maximum is 18 cartons.

Customs

Do you guarantee that no duty will be charged worldwide?

No. We cannot guarantee this because some countries may apply international postal regulations and standards.

Guarantee

Will I get a refund or replacement if the parcel is lost, stolen or damaged?

If a parcel is returned to us you will receive a refund minus shipping fees. SmokeAndShop is not responsible for parcels seized in your country.

Can I withdraw my order?

Yes. You can cancel within 24 hours of placing the order.

Non disclosure

Does SmokeAndShop use customers' personal data for advertising or promotions?

No. We do not sell or rent your personal information. Details provided during purchase such as name, email, phone number and delivery address are used only for shipping.

Does SmokeAndShop store records of who bought cigarettes online?

No, we do not store this information.