Contact Us — Support, Claims, Legal and Privacy Enquiries
Every message reaches a named team with a stated response window. This page sets out which address to use, what to include so your case can be opened on the first reply, and how long each channel takes.
Maintained by: KING SMOKE sp. z o.o.
Contact form
Submitting the form transmits the data you enter for the purpose of responding to your enquiry, on the basis of contract performance or legitimate interest as set out in the Privacy Policy. Support correspondence is retained for three years from closure of the case.
Fields marked with an asterisk are required.
Registered office
KING SMOKE sp. z o.o. Staromiejska Street 6/10D, Floor 7 Katowice, Silesian Voivodeship, 40-013 Poland
This is a registered corporate office, not a retail location. There is no counter, no walk-in service and no collection point — please do not attend in person. All enquiries are handled through the channels above.
Company details
| Field | Detail |
|---|---|
| Registered name | KING SMOKE sp. z o.o. |
| Legal form | Spółka z ograniczoną odpowiedzialnością, Republic of Poland |
| KRS (National Court Register) | 0000703707 |
| NIP (tax identification) | 9542784480 |
| VAT ID | PL9542784480 |
| REGON (statistical number) | 36875533100000 |
| Registered office | Staromiejska Street 6/10D, Floor 7, Katowice, Silesian, 40-013, PL |
| General support | support@cheap-cigarettes.org |
| Legal, regulatory and privacy | legal@cheap-cigarettes.org |
These details are published in accordance with Article 5 of the Polish Act on the Provision of Electronic Services of 18 July 2002. The corporate registration can be verified independently by anyone through the public Polish National Court Register at ekrs.ms.gov.pl — search by company name to confirm the entity’s existence, share capital, registered office and current status.
Scope of authorisation is disclosed at Section 4 of the Regulatory Framework: this platform operates as a cross-border retailer under the Polish registration above and does not hold retail tobacco licences issued by any destination jurisdiction.
Before you write
Four things account for most of the messages we receive, and three of them have a faster answer than email.
Tracking has stopped updating. Gaps of 5 to 10 days between scans on the international leg are normal, and extended gaps usually mean routine customs processing at your destination. Check the Order Tracking page first. If a hold has run beyond 14 business days from the recorded import scan with no status change, write to us and an inquiry will be opened with the postal operator.
You want to know how long delivery takes. Standard dispatch runs 14–21 business days within Europe and 21–32 outside it; Express runs 7–14 and 14–25. Full detail, including what happens at each of the four transit stages, is in the Shipping Policy.
You have a question about customs, payment, refunds or product specifications. The FAQ answers around forty of them, including the ones we cannot answer for you — such as whether importing tobacco is lawful where you live.
Something has gone wrong with an order. Write to us. Use the claim channel below and include the four items listed there; it removes an entire round of correspondence.
Response windows and hours
| Channel | Window |
|---|---|
| General support and claims | Within 24 hours on operational days |
| Claim review, from submission | 5 business days |
| Approved refund, from approval | 10 business days |
| Legal and regulatory correspondence | 5 business days |
| GDPR data subject requests | One month (Article 12(3) GDPR) |
| CCPA/CPRA requests | 45 days |
Operating hours: Monday to Friday, 06:00–22:00 Europe/Warsaw (CET, CEST in summer). Messages received outside these hours are queued and enter the window on the next operational day. The same applies to Polish public holidays.
We do not staff support 24 hours a day and do not claim to. A message sent on Friday evening is answered on Monday.
If you have not had a reply inside the stated window, check your spam and junk folders and confirm your provider is not filtering our messages, then write again from a different address before assuming the message was ignored.
Which address to use
General support and order claims
support@cheap-cigarettes.org Response within 24 hours on operational days.
Use this for order status, delivery problems, damage claims, non-delivery claims, reshipment elections, refund requests, payment questions, product specification queries and destination eligibility questions.
Include in your first message:
- Your order reference
- The tracking identifier issued at dispatch
- A description of the issue
- Photographs of the damage, where the claim concerns a damaged consignment — outer packaging and affected items both
- A copy of the customs correspondence, where the claim concerns a duty assessment or a seizure
Items 1 and 2 are what let the team open your consignment record directly. Without them the first reply is a request for them, which costs you a day.
For payment-stage queries, add the transaction reference issued at payment confirmation, or the blockchain transaction ID for a cryptocurrency payment.
Legal, regulatory and compliance
legal@cheap-cigarettes.org Response within 5 business days.
Use this for regulatory enquiries, verification requests, correspondence from regulatory authorities, DMCA and trademark takedown notices, and formal notices under the Terms and Conditions.
Takedown notices should identify the work claimed to be infringed, identify the material on the platform with enough detail to locate it, provide your contact information, and include a statement of good-faith belief and a statement under penalty of perjury that you are authorised to act for the rights holder.
Data protection and privacy
legal@cheap-cigarettes.org GDPR requests answered within one month; CCPA/CPRA requests within 45 days.
Use this to exercise access, rectification, erasure, restriction, portability, objection, or withdrawal of consent, and to request human review of a transaction declined by automated fraud screening.
State which right you are exercising, provide enough information to verify your identity, and include any order references or the account email that will let us locate the records. No fee is charged.
You also have the right to complain to a supervisory authority. For this platform that is the Personal Data Protection Office (UODO), ul. Stawki 2, 00-193 Warszawa, Poland. If you are habitually resident in another EU Member State, you may complain to your own national authority instead.
Questions about contacting us
No. Orders are accepted through the website checkout only, because age verification and destination eligibility are both enforced at that stage and cannot be applied to an order taken by phone or email.
Yes, while the order is still in processing — within 48 hours of payment confirmation and age verification clearance. Email support with your order reference and the change required. Once the tracking identifier has been issued the consignment is with the postal operator and can no longer be amended.
No, and any answer we gave you would be worth less than the one you can get yourself. A number of jurisdictions prohibit distance sales of tobacco, including cross-border distance sales, and others restrict or prohibit personal tobacco imports through postal channels. Consult your national customs authority and the tobacco control legislation of your country of residence. As importer of record, that confirmation is yours to make before you order.
No. Contents declarations are completed accurately at the origin postal facility in the form required by the Universal Postal Convention and applicable national postal regulations. We will not undervalue a consignment, mislabel its contents or structure an order to fall below a declaration threshold. Requests of this kind are declined, and we do not provide advisory services on the avoidance of lawful declaration requirements.
Us, first. Structured claim submission through the returns channel is normally faster and more complete than a card-scheme chargeback, and it keeps your order record and any documented resolution offer intact. Nothing in our terms removes the consumer protections available under your card network’s rules, and where a chargeback is opened during an active claim review, the review window is extended to coordinate with the acquiring bank.
Support is handled in writing. Order references, tracking identifiers, photographs and customs correspondence all need to be on the record, and written correspondence produces a case file both sides can point to later. Where a published number exists it is for general enquiries only and cannot take orders or process claims.
Age restriction and health notice
Access to this platform is restricted to persons who satisfy the minimum legal tobacco acquisition age in their jurisdiction of residence. The minimum threshold enforced here is 21 years, and where local legislation sets a higher threshold the higher standard governs.
All tobacco products carry significant documented health risks, and consumption of tobacco has been causally linked to severe preventable disease. No claim of reduced risk, modified risk or health benefit is made by this platform in respect of any product listed.
For factual information, consult the World Health Organization tobacco fact sheet, the Centers for Disease Control and Prevention on the health effects of cigarette smoking, and the U.S. Food and Drug Administration’s tobacco products regulatory overview.