Here you find the answers to the questions customers ask us most often. Your question is not there? Ask our customer assistant: it helps you right away and passes it to a colleague when needed.
Ordering and paying
How do I order?
Put the products you want in your cart and click Go to checkout. Sign in or create an account, choose your address and the delivery, and pay. Check your address before you pay: that way your parcel arrives without a detour.
Why do I need an account?
You can only order with an account. That way you always find your orders, invoices and tracking links again, and you order a previous order again quickly. We also ask your date of birth: we only sell smoking accessories to people aged 18 or over.
How can I pay?
In Belgium and the Netherlands with Bancontact or iDEAL, through Mollie. In other countries with PayPal, also without a PayPal account. The payment methods you can choose appear at the checkout once your address is known. Credit cards are not accepted in Belgium and the Netherlands. More on the Delivery and payment page.
Is paying safe?
Yes. You pay in the secure environment of Mollie or PayPal: we never see or keep your card or bank details. The whole shop uses a secure connection (https). Your bank statement shows Mollie or Stg Mollie Payments.
Did my order go through?
After paying you get a confirmation by e-mail within a few minutes. Nothing arrived? Look in your spam folder, and otherwise in your account under Orders. Your order is not there? Send us a message.
Can I still change my order?
Send us a message with your order number as soon as possible. Once your parcel has left (you then got a tracking link), we can no longer change anything.
Is there a minimum amount?
Yes: you can order from €10 of products (excl. VAT).
Delivery
When does my parcel leave?
Order and pay before 2 pm on a working day and your parcel leaves the same day. No parcels leave on Saturdays, Sundays and public holidays. In Belgium it usually arrives within 1 to 2 working days. The delivery time per country is on the Delivery and payment page.
What does shipping cost?
That depends on the country and the way of delivery: to your home or to a DPD Parcelshop. The Delivery and payment page has a table per country; you see the exact amount in your cart before you pay. We do not offer free shipping.
Which countries do you ship to?
To the countries in the table on the Delivery and payment page. Not to islands without a fixed link to the mainland, nor to overseas areas.
How do I track my parcel?
As soon as your parcel leaves, you get an e-mail with a link to track it. You also find that link in your account, under Orders. With the free DPD app you follow it live.
Where are the products shipped from?
Straight from our shop in Pecq.
My parcel has not arrived. What now?
Send us a message with your order number (9 letters). We are the sender, so we ask the carrier what happened. That usually takes a few days. If the carrier confirms your parcel is lost, we send your order again or refund you.
Returns and complaints
Can I send something back?
Yes, within 14 days after delivery, without giving a reason. How it works and when you get your money back is on the Returns page.
My parcel arrived damaged.
Photograph the parcel from every side and the damaged products, before you throw anything away, and send us the photos with your order number. Without photos we cannot file a claim with the carrier. Everything is on the Returns page.
I received a wrong product or a wrong quantity.
Send us a message with your order number and a photo. Our packing room has a security camera: so we check what went into your parcel, and we solve it quickly.
Where can I make a complaint?
Send us a message and, if you are signed in, choose the order it is about. Would you rather call? Then keep your order number (9 letters) at hand.
Products and the law
Why do you not sell tobacco or vapes online?
Belgian law does not allow it. We sell tobacco, cigarettes, cigars and vapes only in our shop in Pecq. Their prices are on our price lists, for information only.
Why do some products have no photo?
In Belgium we may not show a product photo of smoking accessories of a brand that also sells tobacco. You then see a drawing of the kind of product. The name, the specifications and the price are on the product page as usual.
Why must I confirm that I am 18 or older?
We only sell smoking accessories to people aged 18 or over. That is why we ask on your first visit and again at the checkout, and why we ask your date of birth in your account.
Why can some products not be delivered to Belgium?
Some products may not be sold in Belgium but may be in other countries, such as the ClickTubes. This is shown on the product page and in your cart. To an address outside Belgium we do deliver them, if the law of that country allows it.
Why are some products leaving the Belgian market?
From 1 June 2027 smoking accessories may only be sold in Belgium in plain packaging. If the maker does not offer a product in plain packaging, we no longer deliver it to an address in Belgium after that date. The product page shows which products this concerns.
Is the stock online the same as in the shop?
Yes. The online shop and the shop share one stock, at the same prices.
Your account
I forgot my password.
On the Sign in page, click Forgot your password? and enter your e-mail address. You get an e-mail with a link to choose a new password.
How do I order something again?
In your account, under Orders, click Order again next to a previous order. What is still for sale goes into your cart, and you see which products are no longer available.
Where do I find my invoice?
In your account, under Orders: there you download the invoice of every order.
