Frequently Asked Questions
 

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 2 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@indocigs.com

Can I make an order by telephone / fax ?

Unfortunately no, you can only make it online.

Is there a minimum order?

No. The quantity of cigarettes that can be purchased at indocigs.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.

How can I find out my order status?

After you've placed your order at indocigs.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.

I've just placed an order.  When should I expect to be debited ?

Your credit card will be debited within 2 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@indocigs.com

About Our Products

Are the cigarettes sold at indocigs.com first choice ?

The cigarettes sold at indocigs.com are of the highest quality available on the market. We sell brands made in Indonesia & Worldwide top brand cigarettes. 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.

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.

Will you be offering other brands in the future?

Yes. The number and type of available brands may change in time.

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:

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).

I bought 5 cartons of cigarettes one week ago and I have received only two parcels containing 2 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.

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.

Legality

Is it illegal to order a large quantity of cigarettes, for example, 50 cartons?

The quantity of cigarettes that can be purchased at indocigs.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.

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.

Guarantee

Will I get my money back or have the goods replaced if the parcel is lost, stolen or damaged?

indocigs.com offers a 100% money back guarantee covering the price of the cigarettes if, for any reason, the purchase is not deemed satisfactory.

Non-disclosure

Does indocigs.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

Does indocigs.com have a database containing the customer's credit card details ?

No.

Does indocigs.com store information on who bought cigarettes online on files ?

No, we don't store this information.