Customer Reviews
For a long time the feedback on this site was a set of testimonials we published ourselves. That is the weakest evidence a retailer can offer, because we decided which ones appeared. Review collection has moved to Trustpilot, and this page sets out exactly how that works — including the parts that do not work in our favour.
How reviews are collected
When an order is fulfilled, an automatic Trustpilot invitation goes to the address on that order. Reviews written through an invitation carry a Verified label, because Trustpilot can match them to a confirmed transaction.
We do not choose who receives an invitation. Every fulfilled order gets one, whether the delivery went smoothly or badly, and we cannot see what someone has written before it is published.
What we do not control
Trustpilot is an open platform. Anyone with a genuine experience of this store can post a review without an invitation and without a verified purchase — roughly a quarter of reviews on Trustpilot arrive that way. We cannot switch that off, and a review page showing only feedback we had solicited would not be worth reading.
We cannot delete a review. Not a one-star review, not one we consider unfair. Where we believe a review breaches Trustpilot’s guidelines — for example, where it does not describe a real experience of this store — we can report it, and Trustpilot’s Content Integrity team decides. If they disagree with us, the review stays up.
Why this matters in this category
Fake reviews are a documented problem across online retail; Trustpilot removed 5.8 million of them in 2023 alone. The manipulation runs in both directions — inflated praise, and reviews written to damage someone else. We cannot prove who is behind any individual review, and we are not going to make accusations we cannot support. What we can do is stop asking you to take our word for anything and move the evidence somewhere we do not own.
How to read our profile
Look at the ratio of verified to unverified reviews, not only the score. Weight recent reviews over the lifetime average. Then read the one- and two-star reviews and our replies to them.
That last part is the useful signal in cross-border tobacco specifically. Anyone can collect praise for a parcel that arrived on time. What tells you how a retailer actually operates is a customs hold, a duty assessment, a parcel that never scanned — and what happened next.
We reply to reviews, critical ones included, within 5 business days.