Frequently Asked Questions
We have to shipping methods;
Registered Mail
Express Mail Service
Yes we do ship worldwide, however all customers are responsible to get his/her tobaccos into his/her country since tobacco laws vary from a country to another.
We are happy that our delivery rate is approximately 90%.
Our shipments arrive to destination country approx. within 3-5 business days (not delivery to Buyer). Because we cannot have any information about delivery time for local postal service as well as customs procedures.
Some local customs starts the customs clearance process late (10-40 days) and unfortunately we don’t know the reason.
Some shipments are processed with a delay and the delivery time may be extended up to 40 days.
So, all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
Please read our Shipping Policy for details.
We support most of payment methods as below;
TAXES & DUTIES
Cigarette and tobacco packs come with Excise stickers, proving that taxes (customs duties, VAT, Excise tax) were paid in Indonesia.
Please be aware that your delivery may also be subject to customs duties and taxes, over which we have no control, and which MUST be borne by you.
So, all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
Please read our policies for details;
Shipping Policy
Terms&Conditions
DIRECTLY OFFICIAL RETAILERS
We are procuring all products directly and only from Official Retailers and directly shipped use drop shipping service.
Shipments are completed from Indonesia.
So, all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
We are a part of Corona Group of Companies and have been working on tobacco market since 2010.
So you can always place an order on our website with safety.
IMPORTANT NOTE
We should declare orders as "Cigarette, Tobacco" on the Customs Declaration Form due to customs regulations in the source country.
Declarations are made in the official language "Rokok" of the country from which the shipment is dispatched. We cannot declare your special requests as Gift, etc. on the Customs Declaration Form.
We cannot declare your special requests as Gift, etc. on the Customs Declaration Form.
If you don't agree please do not place an order.
All customers must be aware of destination country's local customs laws about purchasing online tobacco from overseas (non‑EU) countries by post before placing an order.
Shipment Status & Destination Country Customs
We are pleased to inform you that our successful delivery rate is approximately 90%.
However, since the products we ship are tobacco items and are sent via official international postal services, and because we are legally required to declare the content accurately on the customs declaration, we cannot guarantee 100% delivery.
No company in the world can guarantee 100% delivery when shipping tobacco products internationally with proper customs declarations.
As clearly stated on our website, the contents of the shipment are tobacco, and we are obligated to declare them on the customs form in every shipment.
Under normal circumstances, orders are shipped via airmail and arrive in the destination country within 3-5 business days.
🔺 Important Note: This timeframe refers to arrival in the destination country, not delivery to the customer.
We do not have access to local customs processing times or domestic postal service delivery estimates, as each country operates under different systems and regulations.
From this point on, the process is entirely dependent on the customs authority of the destination country.
🚚 Possible Reasons for Delays:
Customs Procedures:
Some countries may delay registering international shipments into their system.
This customs clearance process can take 10 to 40 days, and the reasons are often unknown.
If the destination country’s customs scans the parcel, the local postal system is updated accordingly.
This update is then forwarded to the origin country’s postal system, which updates the tracking status.
However, in some cases, customs in the destination country either delays processing or does not provide any update at all.
Reasons may include:
•High volume of incoming international shipments, causing delays in registration. This can extend up to 30 days.
•Once customs clearance is complete, the shipment is transferred to a local delivery center, and delivery usually takes 5–10 business days, depending on customs backlog.
•In some countries, customs may hold the parcel or seize it due to tax duties. In such cases, no update is shared with the destination country’s postal system.
In these situations, the origin postal service may send an official inquiry to the destination country’s customs, but some customs authorities do not respond to such requests from foreign postal systems.
If the parcel is seized by customs, the recipient generally receives an official letter with further instructions.
This letter typically arrives within 30 to 45 days.
If you encounter such a situation, we recommend contacting your local customs office for more detailed information.
⚠️ IMPORTANT NOTE:
We strongly advise customers to familiarize themselves with their country’s local customs regulations regarding the purchase of tobacco products by mail from non-EU countries before placing an order.
For more information, please refer to our Shipping Policy.
📎 Useful Links:
• Shipping Policy
• Terms & Conditions
Your order is arriving to destination customs within 3-5 days after dispatch from origin country.
BUT
You will not be seeing any update before UK Customs begins processing your order. At this step Royal Mail will not still be updated and that’s why you cannot see an update on tracking details.
First of all, you should know that your order is TOBACCO.
As we stated during the completion of your order on checkout section, all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
SHIPMENT PROCESS FOR UK ORDERS
Step 1–> Orders arrive in UK within 1 day from the dispatched date.
Step 2–> There will be no updates by Royal Mail until they are processed by the UK customs because Royal Mail cannot know if the products have arrived in the country.
Step 3–> If the UK customs processes your order and clears customs;
• UK Customs begins processing your order and its cleared successfully (Package passes customs without any problem.) and handled to local transfer center for delivery to you (This period takes 5-40 days and depending on customs workload and speed. This period is completely beyond our control).
After clearance from customs Royal Mail is updated and you will be able to track your order. It will be delivered soon.
Step 4–> If your order does not pass through the UK customs;
• UK Customs begins processing your order, but it cannot pass (According to UK Customs law tax or some other situation might cause it).
If it is seizure at the customs, in such a case, your products will be confiscated and a letter will be sent to you by the Border Force. This period may be extended up to 60 days. Sometimes they don’t send a letter and we don’t know why.
In such a case, UK customs will not make any updates because your order has been seizure in customs and they will not forward this situation to Royal Mail. They have a ridiculous system, but it has nothing to do with us. Royal Mail cannot make any updates on its site, as no information is sent to Royal Mail. But that doesn’t mean your order is lost because all shipments are International Registered Mail.
In such a case, you need to contact the UK customs of your city.
Your order is arriving to destination customs within 3-5 days after dispatch from origin country.
BUT
You will not be seeing any update before Netherlands Customs begins processing your order. At this step PostNL will not still be updated and that’s why you cannot see an update on tracking details.
First of all, you should know that your order is TOBACCO.
As we stated during the completion of your order on checkout section, all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
When Netherlands Customs begins processing your order there are two possibilities;
• Netherlands Customs begins processing your order and its cleared successfully (Package passes customs without any problem.) and handled to local transfer center for delivery to you (This period takes 5-40 days and depending on customs workload and speed. This period is completely beyond our control).
After clearance from customs PostNL is updated and you will be able to track your order. It will be delivered soon.
• Netherlands Customs begins processing your order, but it cannot pass (According to Netherlands Customs law tax or some other situation might cause it).
If this happens, your order tracking status will be updated as “Unsuccessful item delivery attempt“.
Netherlands Customs will contact you about your package.
For details you will need to contact your local customs administration.
Orders may also be subject to customs problems and some countries’ customs don’t accept tobacco products and mark as “Return to Sender. Item contains prohibited contents”. So your order will be rejected and returned. Please read Return Policy for details.
When we accept payment, we start to shipment process within 1 day.
So, if customer wants to cancel paid order should contact us via email before shipment.
Your request will be done asap.
Please note that;
If the customer does not contact within 1 day and order has been shipped, it cannot be cancelled.