Smoking.fr FAQ: frequently asked questions and answers

Smoking.fr's frequently asked questions

We receive many questions every day about various aspects of our online store, whether regarding orders, customer accounts, shipping, and more. To save you time and help you find answers more easily, we've compiled the most frequently asked questions on this page.
In fact, this FAQ section contains all the information you need about our site. However, if you can't find what you're looking for or encounter any difficulties, our customer service team will be happy to help you and provide the best solution to your problem via email, chat, or phone. Check out the various user questions and answers below.

Frequently asked questions

Where is my parcel?

When your order leaves our warehouses, you will receive an email containing the tracking number so you can follow the progress of your order until delivery.

It is possible that this tracking number is not immediately active. In that case, please wait a few hours before trying again.

You can at any time click on the tracking link in the email or in your customer account to follow the progress of your delivery.
I want to change or cancel my order

To change or cancel your order, contact us by email using the contact form or call us on +33 4 93 58 91 48.

Note: changes or cancellations are no longer possible once your order has been processed by our logistics team.
What is your returns and exchanges policy?

Have you changed your mind? You have 14 days to return your package to us.

To do this, go to your customer account, 'My Orders' section, then access the details of the relevant order.

Click on 'I want to return a product' and fill out the form.

For more information on return conditions, click here.
How do I use my promo code?

Your promotional code can be entered in your cart by clicking on "Do you have a promo code?".

Note: some promotional codes require a minimum purchase amount and/or have an expiry date.
Is payment secure?

You can safely purchase online on our website.

Your credit card information is directly communicated to a Secure Payment Provider to prevent abuse and fraud.

At no time do we have possession of the full number of the card you entered.
I have forgotten my password

You just need to go to the password reset page and enter your email address.

You will receive an email allowing you to reset your password.
How should I check my parcel upon delivery?

Checking your parcel when it arrives is important to avoid unpleasant surprises such as damaged products or missing items.

We recommend inspecting the parcel carefully upon delivery and clearly noting any damage or missing items on the carrier's delivery receipt.

For the steps to follow, read our complete guide: See our advice for checking your parcel

Can't find the answer to your question?

Smoking.fr's customer service team is available Monday through Friday from 10 a.m. to 12 p.m. and from 2 p.m. to 5 p.m., by phone or by email.

Help: frequently asked questions

Smoking.fr's frequently asked questions

Frequently asked questions

Where is my parcel?

I want to change or cancel my order

What is your returns and exchanges policy?

How do I use my promo code?

Is payment secure?

I have forgotten my password

How should I check my parcel upon delivery?

Can't find the answer to your question?