Faq
Frequently Asked Questions
Select the question you are interesed in:
Placing an order
What payment methods are acceptable?
You can make a purchase in our store using Club CREDIT/DEBIT CARDS. Payments through all methods are processed on-line. It usually takes not more than 1 days for credit cards processing operations. When orders are accepted and processed customers receive notifications sent automatically with their order details. Payment options provided on our web site are safe and secure. All account information is kept strictly confidential in our processing company's data base. For any further inquiries regarding your purchase, you may contact us at sales@indonesia-cigarettes.com.
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Can I make an order by telephone?
Unfortunately no, you can only make it online.
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Can I make an order by fax?
Unfortunately no. This method of payment will be available later.
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Is there a maximum order?
No. The quantity of cigarettes that can be purchased at Indonesia-Cigarettes.com is left to the discretion of customers who must be aware of the laws in force in their country and the sanctions they may incur. Please note that for first time customers the maximum order is set at 12 cartons.
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How can I find out my order status?
After you've placed your order at Indonesia-Cigarettes.com you will be automatically notified by E-mail when we approve and ship your order. Please notice that we do not ship orders within 24 hours to give you a possibility to change or update your postal address and/or the order items. In such cases you must immediately send us an e-mail with your changes. Please enclose your order number when writing about changes in your order.
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I've just placed an order. When should I expect to be debited?
Your credit card will be debited within 1 working days after submitting the order. If you still don't see any charge on your credit card/bank statement, please contact our Customer Support at sales@indonesia-cigarettes.com
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About our products
Are the cigarettes sold at Indonesia-Cigarettes.com first choice?
The cigarettes sold at Indonesia-Cigarettes.com are of the highest quality available on the market. We sell brands made in Indonesia. Please note that the images of the cigarette packs displayed on our website may slightly differ from the appearance of the actual packs, due to the fact that the manufacturer may change the designs from time to time.
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Do you sell other brands of cigarettes in addition to those advertised at your site?
Not currently. The only brands we sell are shown on the Home page.
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Will you be offering other brands in the future?
Yes. The number and type of available brands may change in time.
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Delivery
Are there countries to which you do not deliver?
At present we ship our parcels worldwide with the exception of several countries listed below!!!
Due to customs restrictions and high delivery failure rates, we do not deliver to the following countries:
| Algeria Angola Belize Bolivia Botswana Brazil Cuba Egypt Gabon |
India Jamaica Japan Korea Lebanon Lesotho Libya Madagascar New Caledonia |
New Caledonia Pakistan Paraguay Peru Swaziland Thailand Vietnam Zambia |
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If I make an order Saturday, when my order will be sent?
Usually, your order is processed in 24 hours. Orders received on Saturdays are sent on the first working day following reception (Sundays and public holidays).
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I bought 10 cartons of cigarettes one week ago and I have received only two parcels containing 5 cartons each. Is that normal?
Yes. Large orders are shipped in separate parcels (up to 3-6 cartons per parcel). The parcels are always shipped on the same day but in rare cases they reach their destination together. The time between the first and the last parcel delivery is on average 5 to 14 days in Europe and the Mediterranean area and 7 to 21 days in the rest of the world.
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Why can't you send me a single parcel containing more cartons?
Because it would be subject to duty since the width and value would not fall within the prescribed international parameters.
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Legality
Is it legal to resell cigarettes ordered from Indonesia-Cigarettes.com?
No. This is against the law in any country of the world.
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Is it illegal to order a large quantity of cigarettes, for example, 50 cartons?
The quantity of cigarettes that can be purchased at Indonesia-Cigarettes.com is left to the discretion of customers who must be aware of the laws in force in their country and the sanctions they may incur if their intention is to resell cigarettes. It is the responsibility of the Buyer to ascertain and comply with the laws relating to the purchase and use of any tobacco goods. In order to determine the applicable limits on purchases or taxing responsibilities, if any, imposed by a particular state, the consumer may want to contact state authorities.
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Customs
Do you guarantee that no duty will be paid worldwide?
We cannot guarantee that no tax will be paid worldwide because some countries may occasionally apply the international postal regulations and standards.
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Guarantee
Will I get my money back or have the goods replaced if the parcel is lost, stolen or damaged?
Indonesia Cigarettes offers a 100% money back guarantee covering the price of the cigarettes if, for any reason, the purchase is not deemed satisfactory.
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Non-disclosure
Does Indonesia-Cigaretts.com use personal data of customers (mailing address, e-mail address, etc.) for advertising campaigns or other promotional activities?
We do not sell or rent your personal information to others. The information provided to us as a result of your online purchase, such as your name, E-mail address, phone number(s) and point of delivery or forwarding address are only used for shipping
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Does Indonesia-Cigaretts.com have a database containing the customer's credit card details?
No.
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Does Indonesia-Cigaretts.com store information on who bought cigarettes online on files?
No, we don't store this information.
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Contact us
How could I contact your store?
If you have some questions or issues regarding your order please contact our Customer Support Service at sales@indonesia-cigarettes.com . Please be sure to specify in the e-mail your order number and your full name. Your comments and suggestions are important to us as we continue to improve our product and services.
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