Frequently Asked Questions

To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order.

Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.

If you need any help, please mail us. Will be happy to assist you.

We have several stages of verification when customers place an order, in order to provide our customers with the highest level of security.

If your order is accepted, you should receive an order confirmation within 10 minutes via the email address you provided. If this is not the case, please contact us and we will be able to help you.

Our goal is to get your order to you as quickly as possible.

Once your order is successfully submitted. It is then packed, picked and shipped. Once it is on its way to you, you will receive an email notification with your tracking information and an estimated delivery date. (depending on the chosen carrier)

Please note that orders placed after 11:00 am are not guaranteed to be shipped the same day. Packages are not transported or delivered on weekends and local holidays.

While we always strive to have our orders delivered on time, we recognize that the unpredictable is inevitable. External factors beyond the carrier's control, such as extreme weather conditions and technical failures, may occasionally cause delays, and we ask for your patience and understanding when they occur.

Please do not hesitate to contact us if you have any questions about the status of your order. We are happy to assist you!

When your package is shipped, you will receive an email from our partner Sendcloud with the tracking of your order.

If you have not received this email or if you have lost it, you can find the tracking code in your account, which you can find under "orders", then click on "details".

If you have created a guest order, you can find it via the link below.

Click here

You can reach us using our contact form or by calling +32 498 92 18 53 or WhatsApp.

Login to your account, go to our contact form and select the order you wish to complain about.

By phone, please have your order code at hand ( 9 letters)

If you have a complaint about a damaged product from the delivery, please provide us with photos, so we can submit the complain to the carrier.

You have the right to return all products purchased directly from SmokerShop.be within 14 days of receipt of the item(s) for a full or partial refund.

The product(s) must be unused in its original packaging with intact labels and protective stickers and still in the same, new condition as upon receipt.

More information about the right of renunciation can be found here.

Follow the steps below to return your order:

Download here return form via the link below

Fill in this form and reason for return

Once your return package has been received at our store, it is processed and inspected before we approve or disapprove the return in question.

Please understand that while we work as quickly as possible, this process may take several business days.

Please note that we are not responsible for items lost during return shipping if you choose to return the package yourself.

Therefore, we strongly recommend that you return your order using the return label and instructions provided by our customer service department.

If your return is approved, the amount of your order will be refunded.

Once a refund has been issued on our system, it will be paid back in the same way you paid at the time of purchase.

This may take a few working days.

We accept Maestro, MasterCard, Visa, Bancontact and various other local debit cards.

All available payment options for each country will be displayed at checkout, once you have entered the country of delivery.

We do not receive or store any payment information. All transactions are handled directly by Mollie, our payment service provider.

Your credit card details are sent directly to the bank and cannot be read or consulted by parties other than your bank.

Yes our webshop gives an https certificate, all your data are encrypted.

Because SSL certificates link a secure key to the connection of a website, data can be stored live encrypted so that it can be entered securely without the intervention of external systems that want to intercept the data.

In this way, login and payment information such as passwords and personal data can be safely used on websites that are secured with an SSL certificate.

Can I pay securely online?

When you place an order at SmokerShop you pay online. Online payments are made through the secure system of the Mollie company.
You can see them as an intermediary; they ensure that your money is safely transferred from your bank to our webshop.

After the ordering process on our SmokerShop webshop, you will automatically be redirected to the secure Mollie site. Your encrypted payment data has been entered into their system via a secure SSL connection.
As a result, critical payment information from you will never be stored on our website.

In this way we assure you maximum security and you can handle your online payment with complete confidence at Mollie.
Because they take care of the payment process for our webshop, you will see Mollie or Stg Mollie Payments on your bank statement.

You place the desired product in your shopping cart and choose checkout.

When you enter the country of destination you will see the different prices of the carriers

These are calculated according to the weight and volume of the package.

These amounts are what we have to pay to the transporters.

How can I know if my order will be delivered free of charge?

From a certain amount products will be shipped for free, there are certain conditions for this.

You place the desired products in your shopping cart, when you click or "order" or "proceed" to payment.

When choosing the shipping method and the conditions are met for a free delivery, you can choose DPD Parcelshop.

Please do not hesitate to contact us if you have any questions about a order. We are happy to assist you!

Your products will be shipped directly from our store located in Pecq (Belgium).

Orders placed before 11 a.m. will be processed and shipped the same day from Monday to Friday.

Usually the parcel is delivered to you within 24 to 48 hours.

Orders placed before 11 a.m. will be processed and shipped the same day from Monday to Friday.

For the Netherlands we recommend DPD or DPD parcelshop, these are shipped directly. (Usually 24h delivery)

BPost works with an intermediate company DHL, processing takes longer.

Orders placed before 11 a.m. will be processed and shipped the same day from Monday to Friday.

For France we recommend DPD or DPD parcelshop, these are shipped directly.

BPost works with an intermediate company Collisimo, processing takes longer.

When your package is shipped, you will receive an email from our partner Sendcloud with the tracking of your order.

If you have not received this email or if you have lost it, you can find the tracking code in your account, which you can find under "orders", then click on "details".

If you have created a guest order, you can find it via the link below.

Click here

SendCloud is a Dutch parcel stocker that facilitates package logistics for web-shopkeepers.

The company was founded in 2012.

Smokershop collaborate with SendCloud to get the shipping costs as low as possible. (Group purchase)

Make sure the promo code has not expired (most will show the expiry date in your account). During the checkout process, go to your shopping cart. Enter the full promotion code and click "ADD". You can only use one promo code per order.

We have 1 stock, if the product is available in our online shop, it will also be available in our physical SmokerShop located in Pecq.

Our packing area is equipped with a security camera to better monitor any complaints.

For example

- wrong product delivered
- wrong number of products delivered
- damaged products

This way we can better determine who made the mistake, us or the transporter.

It is never pleasant for both parties if there are complaints.

It can always happen that there is a problem with the delivery of your package. When contacting us please have the reference of the order at hand, you will be asked for it.

When a parcel is lost, we will contact the carrier and ask for more information. We are the sender of the parcel and they will inform us what further steps need to be taken. This can and will take several days. 

If your parcel is lost and the carrier only confirms this, a new parcel will be sent or a refund will be made.

It can always happen that there is a problem with the delivery of your package. When you contact us, please have the order number ready, as you will be asked for it.

If a parcel is damaged in transit, please provide us with a photo of all 4 sides of the parcel and a clear photo of the damaged goods.

This information will be requested by all carriers in order to file a claim.

After reporting a complaint, you can send it to us by email or WhatsApp.