If you do not receive your order within 21 business days, we will track your order. If your order is delayed and does not reach you within the indicated delivery timeframe we will start an official postal investigation. In such a case you will receive an investigation questionnaire containing a few basic questions. To qualify for a full refund you are obligated to reply to these questions properly. In case your order or parts of your order are missing you may qualify for a reshipment, a discount on your next order or a full refund.
If a problem is resolved in your favor, you will be provided with a refund that usually covers the price of the cigarettes. Money will be returned by being credited to your credit card. In some cases we have to take transaction costs, shipping charges and arrangement fees in account. If your shipment is misplaced or damaged, we guarantee a partial refund of your purchase price.
Before Purchase Order, please ensure that importing cigarettes by mailorder or internet is ALLOWED by your country or state law.
Any confiscated item by custom office WILL NOT BE REFUNDED.
How do I return my order?
You must contact us with the following details in order for us to authorize a return:
Order #, First & Last Name
Item #(s) you want to return
Specify reason for return: damaged, received incorrect item or size, received duplicate item, quality of item not as expected, etc.
Wait for our Customer Service team to e-mail you with your Return Authorization & Instructions.
Rest assured, we will reship it to you at no additional cost-we will take care of the shipping charges as well, after we receive returned goods.
As prescribed by the law governing purchases by mail, the buyer has 30 days to return the purchased product. The product must be intact and contained in its original box and the order number must be attached. The buyer will provide suitable packing. The clove cigarette boxes must not have been opened. The buyer must inform that the package was returned in writing to our Customer Care Centre. Furthermore the buyer must enclose the order number. The buyer can also indicate the reason for rejecting the package. Any other information, complaints and remarks are welcome. The money will be reimbursed when the package is received back to our warehouse.