Frequently Asked Questions — Ordering, Shipping, Customs, Payment and Returns

Four steps, identical across all three product categories. Select items from the catalog — every listing shows current stock status, and orders are not accepted for items outside current inventory. Proceed to checkout, where age verification is completed as a condition of the transaction. Enter your delivery address; shipping cost, available service tiers and applicable customs duty estimates for your declared destination are calculated and displayed before payment. Confirm payment. A carrier tracking identifier is issued at dispatch and sent to your registered contact address.

Yes. All three categories run through a single checkout regardless of order composition or size. Destination eligibility is checked per item, so a menthol-classified line in a mixed order can be declined while the rest of the order proceeds.

No. An account is optional. Creating one keeps your order history and tracking identifiers in one place, and it is what makes PayPal available on subsequent orders. Guest checkout is available for card, Revolut and cryptocurrency.

No. Orders are accepted through the website checkout only, because age verification and destination eligibility are both enforced at that stage. The published telephone number is for support enquiries.

Yes, while the order is still in the processing stage — that is, 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; address corrections at that point fall under the reshipment terms in the Refund and Returns Policy.

The store applies no fixed cap. Your destination does. Every jurisdiction sets a personal import allowance for tobacco, and quantities above it are subject to duty at commercial rates, to seizure, or to both. Items are sold for personal use by you or by adult members of your household; resale is prohibited under Section 11 of the Terms and Conditions. Check the allowance published by your own customs authority before ordering, and order within it.

You are contacted before dispatch with three options: substitution with an equivalent listing, split shipment of the available lines, or a full refund on the affected line. Nothing ships until you have chosen.

It depends on the category, so check the unit stated on each listing.

• Factory-rolled cigarettes — priced per carton, with the number of packs and total cigarette count stated on the listing.
• Hand-rolling tobacco — priced per box or pouch, with the gram weight stated on the listing (25 g, 40 g, 70 g, 100 g and other formats).
• Cigarillos — priced per carton, with the number of packs and total cigarillo count stated on the listing.

Every item is sourced through traceable distribution channels and carries original factory packaging with declared tar, nicotine and carbon monoxide yields printed in accordance with the labeling requirements of the manufacturer’s jurisdiction. No counterfeit, unlicensed or relabeled stock enters the catalog. Documentation of a specific listing’s supply provenance is available on request from the Legal & Compliance Team.

Manufacturers revise pack designs between production runs, and international markets often run different artwork for the same product line. The blend, format and declared yields are unaffected. A design difference is not grounds for a refund. A material difference between the specification printed on the packaging and the specification stated on the listing at the time of order is — see the Refund and Returns Policy.

They are the yields measured under the standardised machine testing method applicable in the manufacturer’s jurisdiction, printed as a regulatory labeling requirement. They allow comparison between products under identical test conditions. They are not a measure of what any individual smoker inhales, and a lower declared figure is not a claim of reduced risk. No claim of reduced risk, modified risk or health benefit is made by this platform in respect of any product in the catalog.

It is a product specification notation registered with the applicable regulatory authority, indicating the blend contains no additives other than water. It is a statement about composition only. It is not a health characterization, and it does not indicate that the product is safer than any other tobacco product.

Cut classification determines strand width, combustion rate and which rolling methods work.

“Half zware” is the standard European classification for a blend with an elevated Burley component relative to straight Virginia formats. It describes blend weight, not strength in any regulatory sense.

Between roughly 0.5 g and 0.75 g of tobacco goes into a hand-rolled cigarette, depending on paper size and how tightly you roll. On that basis a 40 g pouch yields approximately 55–80 cigarettes and a 100 g pouch approximately 130–200. Fine-cut blends tend toward the upper end of the range because the narrower strand packs more evenly; coarser half zware blends toward the lower end. Treat these as working estimates, not guarantees.

Per gram of tobacco, yes, across comparable brand tiers in this catalog. The trade-off is preparation time and the cost of papers, filter tips or a rolling machine, none of which are included in the pouch price. Whether the saving is meaningful for you depends on how much of that trade-off you are willing to absorb.

Wrapper material. HTL (homogenized tobacco leaf) uses a processed, standardised tobacco sheet, which produces a consistent declared flavour profile across the format. WTL (whole-leaf tobacco) uses the leaf itself, which contributes wrapper-derived flavour characteristics that HTL cannot reproduce. Filtered formats reduce draw resistance and carry lower declared yields; unfiltered formats carry higher declared yields. Cigarillos are conventionally not inhaled — smoke is drawn into the oral cavity and exhaled.

• Cards — Visa, Mastercard, American Express, through a PCI-DSS Level 1 certified acquiring gateway with mandatory 3D Secure 2.0 authentication.
• Revolut — Revolut card, Revolut Pay or Revolut business account, through direct acquiring integration.
• Cryptocurrency — BTC on Bitcoin mainnet, USDT on ERC-20/TRC-20/BEP-20, ETH on Ethereum mainnet, BNB on BNB Smart Chain, USDC on ERC-20 and additional supported networks, plus further assets shown at checkout.
• PayPal — available to returning customers only (see below).

Available methods can vary by declared delivery jurisdiction. The applicable options are confirmed on the checkout screen.

It is an operational measure to reduce first-order fraud exposure on that rail. It applies to PayPal only — card, Revolut and cryptocurrency are available from your first order. Once you have one fulfilled order recorded on your account, PayPal becomes selectable at checkout.

Transactions are processed in USD. Your issuing bank, PayPal or Revolut applies any foreign exchange conversion at its own applicable rate, and that conversion is outside our control. Prices displayed elsewhere in your local currency are indicative only.

On approval of the 3D Secure step at checkout. There is no delayed capture. A declined 3D Secure or acquirer response captures no funds at all, and the order can be retried with another card or another method.

The USD price is fixed when you place the order. At the payment stage the crypto amount is calculated from the current market rate and held for a 15-minute quote lock. Payments confirmed inside that window settle at the quoted rate. Payments arriving after it are reconciled at the rate on network confirmation — an underpayment triggers a top-up instruction, an overpayment is returned to the sending address less the network fee on the return transaction.

Typical time from payment initiation to confirmation is 15 to 90 minutes depending on network conditions. Congestion extends it. Status is visible in the order record throughout.

It may be unrecoverable. The checkout displays the exact network and the matching deposit address for your order, and that pairing must match the network selected in your sending wallet. Selecting the correct network is your responsibility at the payment stage — verify it before sending.

No. Card numbers, CVV values and expiry data pass through the certified acquiring gateway only, tokenised, and are never persisted on the store. Transport is encrypted with TLS 1.3, and the checkout is served over HTTPS with HSTS enforced.

The descriptor is confirmed at the checkout stage and linked to your order reference. If a charge appears that you do not recognise, email Payment Support with the reference before opening a dispute with your bank — it is faster, and it keeps the order record intact.

Where a listing shows a reduced price, the reference price shown alongside it is the lowest price applied to that item in the 30 days preceding the reduction. Prices reflect direct procurement cost and change without notice; the price binding on your order is the one displayed at the moment you place it.

Parcels are dispatched from European fulfillment points through registered international postal services, with tracked hand-over at the origin facility. Every consignment moves through four stages: export handling at origin, international air transit, customs processing in the destination jurisdiction, and local carrier delivery to your declared address.

How long does delivery take?

Counted from dispatch confirmation to recorded delivery, inclusive of destination customs processing. These are documented reference ranges observed across registered postal channels — they are not delivery guarantees, and we do not offer one. Destination customs processing is the single largest variable and sits outside vendor control. Peak season (mid-November to early January) and destination-specific customs backlogs extend these ranges.

Standard dispatch is complimentary on orders of $99 or more. Below that threshold a standard rate is calculated at checkout from your destination and parcel weight. Express dispatch is a paid option on all order values, also calculated at checkout.

A tracking identifier is issued at hand-over to the postal operator and emailed to you at dispatch confirmation. No consignment leaves the origin facility without one. Track through the Order Tracking page on this store or through your destination country’s own postal operator portal.

Probably not. Gaps of 5 to 10 days between scans during the international leg are normal on registered postal channels. Extended gaps most often correspond to routine customs processing at the destination facility and clear on their own once the parcel is released. If a hold extends beyond 14 business days from the recorded import scan with no status change, contact shipping support and an inquiry will be opened with the postal operator.

Several, in most cases. International postal channels impose weight and dimension limits per consignment, so larger orders are split across parcels, each with its own tracking identifier. Parcels are not guaranteed to arrive together — 2 to 5 days apart within Europe and the Mediterranean, 5 to 10 days elsewhere, is normal. Note that splitting is a logistics constraint, not a customs one: the full quantity you ordered counts as a single import against your destination’s personal allowance regardless of how many parcels it travels in.

No. Two categories of restriction apply, both checked automatically against your declared delivery address at checkout.

Menthol-characterized products cannot be dispatched to the European Union (Directive 2014/40/EU, effective 20 May 2020), the United Kingdom (Tobacco and Related Products Regulations 2016, same date), or the additional jurisdictions listed on the destination eligibility screen. This covers menthol cigarettes and menthol rolling tobacco. Menthol restrictions on cigarillos do not uniformly mirror cigarette restrictions across all jurisdictions, so eligibility is verified per item.

General personal-import restrictions apply in a number of jurisdictions, including Australia (significant restrictions under amendments to the Excise Tariff Act, effective 2019), Singapore (chewing tobacco prohibition and quantity restrictions on other categories) and Bhutan (general prohibition on tobacco imports for personal use). This list is not exhaustive. Where dispatch to your destination is unavailable for the format you have selected, the transaction cannot be completed at checkout.

Possibly. Age verification applies at two stages. At checkout it is a condition of completing the order. At delivery, the postal operator or local carrier in your jurisdiction may be required by law or by its own procedure to request proof of age before releasing a tobacco consignment. Where that applies, the recipient at the declared address must meet the minimum legal tobacco acquisition age locally and produce valid government-issued photographic identification. A consignment refused on this ground counts as a failed delivery attempt.

The local carrier records a failed delivery attempt and typically holds the consignment at a depot for a period set by its own procedure in your country. Arranging pickup or redelivery within that window is your responsibility, through the carrier’s own channels. A parcel returned to origin after repeated failed attempts does not qualify for automatic refund; reshipment is available against payment of the additional postage.

That depends entirely on where you live, and you need to check before you order rather than after. A number of jurisdictions prohibit distance sales of tobacco products, including cross-border distance sales, and others restrict or prohibit personal tobacco imports through postal channels. Several apply both.

We cannot answer this question for your jurisdiction, and any retailer that tells you flatly that online tobacco purchasing is legal everywhere is not giving you accurate information. Consult your national customs authority and the applicable tobacco control legislation in your country of residence. Placing an order constitutes your confirmation that you have done so.

No, and we state that openly rather than implying otherwise. This platform operates as a cross-border retailer under the Polish corporate registration disclosed in the Regulatory Framework page. It does not hold, and does not represent that it holds, retail tobacco licences issued by any US state, Canadian province, Australian state or territory, or any national or municipal authority in a destination jurisdiction. Purchasers act as importer of record in their own jurisdiction. The full scope disclosure is set out at Section 4 of the Regulatory Framework.

Tobacco is among the most heavily taxed regulated goods in every jurisdiction served, and duties, excise and import levies commonly apply on import. Treat payment as likely rather than exceptional, and factor it into what the order actually costs you.

An estimate for your declared destination is displayed before payment confirmation, and no charges are added by us after payment. Amounts assessed by your customs authority are separate from anything paid to this store, are payable directly to that authority, and are your responsibility to remit as importer of record.

No. This platform does not facilitate customs evasion and provides no advisory services on the avoidance of lawful declaration requirements. 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, and requests to do so will be declined.

The quantity of tobacco a private individual may import for personal use before commercial rates, additional licensing requirements or prohibitions apply. It is set by each destination jurisdiction, varies widely, and is often far lower than purchasers expect. Exceeding it can result in duty at commercial rates, seizure of the consignment, or enforcement action against you personally. Your customs authority publishes the applicable figure. Confirming that your order sits within it is your responsibility, not ours.

A hold for standard inspection is a routine step in cross-border tobacco logistics, not an adverse event in itself, and most clear without intervention. Where a hold extends beyond 14 business days from the recorded import scan with no status change, contact shipping support and an inquiry will be opened with the postal operator on your request.

The parcel is returned to origin or abandoned according to your destination’s customs procedure, and a full refund of the order value is issued on confirmation of the customs event. The decision to remit or decline an assessed duty is yours and does not affect your refund eligibility. This provision exists because you should not be financially trapped by an assessment you did not anticipate — it is not an invitation to treat non-payment as a routing strategy, and orders placed with that pattern may be declined.

Where a consignment is seized outside a duty assessment scenario — following regulatory action on the product category, or a documented dispatch error against the checkout eligibility check — a full refund of the order value is issued on receipt of the seizure notice. Submit the customs correspondence with your claim; it supports the review.

Seizure arising from your order exceeding a personal import allowance, or from importing a format prohibited at your destination, is a different matter and sits outside the refund framework. That is precisely why the two questions above matter before you order.

45 days from dispatch confirmation. Where the maximum transit window for your dispatch method and destination zone closes near the end of that period, a non-delivery claim stays eligible for a further 7 business days beyond the stated maximum, so the two windows do not expire simultaneously.

Yes. Consumers resident in the European Union have a statutory right of withdrawal within 14 days of receiving the goods under Directive 2011/83/EU, exercisable without giving a reason. Notify us within that period using the model withdrawal form or any other clear statement, return the items in their original factory-sealed condition at your own postage cost, and the order value together with the standard outbound delivery cost is refunded. Supplementary costs for an express delivery option you chose are not refundable. This statutory right sits alongside the commercial guarantee described here — whichever is more favourable to you applies.

• Confirmed non-delivery within the maximum transit window for your dispatch method and destination zone
• Transport damage rendering items unusable, including moisture exposure, compromised packaging or handling stress
• Customs duty assessment where you elect not to remit and the parcel is returned or abandoned
• Customs seizure following a documented regulatory action
• Consignment not lodged with the postal operator within 10 business days of payment clearance, absent prior notification
• Incorrect item dispatched against the order record

• Delivery attempted to the address you declared, where no recipient or no age-eligible recipient was present
• Consignment refused at delivery outside a customs event, without a subsequent tracked return to origin
• Claims submitted more than 45 days after dispatch confirmation, subject to the extended non-delivery provision
• Opened packs, unsealed pouches or unwrapped tins, under product integrity provisions applied uniformly across every category
• Reshipment after a returned parcel arising from repeated failed delivery attempts, absent payment of the additional postage

No. Once the factory seal is broken, tobacco cannot be returned to circulation — a documented industry standard tied to hygiene, product freshness and factory labeling requirements, not a store-specific restriction. Unopened items in original factory-sealed condition can be returned within the stated window; the return is dispatched at your own postage cost with a tracking identifier so it can be matched to your order record.

Retain the outer packaging and the affected items, photograph both, and submit the documentation within 7 days of the recorded delivery date. Keep everything until the claim review concludes. Confirmed damage is resolved by partial or full refund on the affected line, or by reshipment at no additional charge — your election.

Email support with four things: your order reference, the tracking identifier, a description of the issue, and — where applicable — photographs of the damage or a copy of the customs correspondence. Standard review window is 5 business days from submission. Approved refunds are returned to the original payment method within 10 business days of approval. Time to appear on your account then depends on your payment processor and issuing bank.

Cryptocurrency refunds preserve the USD-denominated value rather than the original asset amount, converted at the market rate on the refund date, less the applicable network fee.

Contact us first. Structured claim submission through the returns channel is normally faster and more complete than a card-scheme chargeback, and it keeps the order record and any documented resolution offer intact. Nothing in our terms removes the consumer protections available to you 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.

A further reshipment or a full refund is available at your election. If a second reshipment also fails to reach your declared address within its applicable transit window, the framework defaults to a full refund of the order value.

21 years. Where your local legislation sets a higher threshold, the higher standard governs. Verification is applied at the transaction stage as a condition of purchase completion across every product category — no transaction completes without it. Circumventing the process by any means is prohibited under the Terms and Conditions; an order found to have been placed by a person below the applicable minimum age is void, and any dispatched consignment may be recalled.

Your date of birth or age declaration, the verification timestamp linked to the order record, and — where a third-party verification provider is used — the result and reference identifier only, without the underlying identity data being disclosed to us. Records are retained for 5 years from the transaction date under regulatory record-keeping obligations. Where verification cannot be satisfied, the transaction does not complete and no permanent verification record is created.

We do not sell personal data, and we do not share it for advertising purposes. We do disclose it where it is necessary to fulfil your order, and it is more useful to you to know exactly where than to be told nothing leaves the building. Recipients are payment processors, shipping carriers and destination postal networks, fraud prevention services, our hosting, email and analytics providers, professional advisors where required, and customs and tax authorities where the destination jurisdiction requires a contents declaration or purchaser identification. Third parties act either as processors under a Data Processing Agreement complying with Article 28 GDPR or as independent controllers for their own regulatory obligations. The full list of categories, purposes, legal bases and retention periods is in the Privacy Policy.

Access, rectification, erasure, restriction, portability, objection to processing based on legitimate interest, withdrawal of consent, and human review of any solely automated decision — including a transaction declined by automated fraud screening. Submit requests to the Privacy Contact. GDPR requests are answered within one month; CCPA/CPRA requests within 45 days. You also have the right to complain to a supervisory authority — for this platform, the Polish Personal Data Protection Office (UODO), ul. Stawki 2, 00-193 Warszawa.

No. All tobacco products, including every item in this catalog, 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. Lower declared yields, “no additives” notations and filtered formats are product specifications, not safety claims.

For factual information on tobacco-associated health risks, 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.

Within 24 hours on operational days for general support, and within 5 business days on legal and regulatory correspondence. If you have not had a reply inside that window, check your spam and junk folders and confirm your provider is not filtering our messages, then try again from a different address.

Your order reference and the tracking identifier, in the first message. That lets the team open the consignment or transaction record directly and move to a resolution without an additional exchange. For payment queries, add the transaction reference or the blockchain transaction ID. For damage claims, attach the photographs.