Frequently Asked Questions
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How do I place an order?
Simply browse our catalog, add items to your cart, and proceed to checkout. You can pay securely via Viva Wallet (card payment) or bank transfer. Once your order is confirmed, you'll receive an email with your order details.
How long does delivery take?
All orders are sent via Royal Mail 24 Tracked. If you order before 1pm on a weekday, we aim to dispatch the same day. Most orders arrive within 1-2 working days.
How much does delivery cost?
Delivery is a fixed £2.99 on all orders to UK addresses.
Do you deliver outside the UK?
Currently we only deliver to addresses within the United Kingdom. We're working on expanding our delivery options in the future.
What payment methods do you accept?
We accept card payments via Viva Wallet (Visa, Mastercard, American Express) and bank transfers (BACS). All payments are processed externally — we do not store your card details.
Is my packaging discreet?
Yes. All orders are shipped in plain boxes with no external branding or indication of contents. The return address label does not reference our store name.
Can I return an item?
Yes, we offer a 30-day return policy on all unopened items. If you've changed your mind or received a damaged product, please contact us and we'll arrange a return or replacement. See our Delivery & Returns page for full details.
How do I track my order?
You'll receive a tracking number via email once your order has been dispatched. You can enter this on the Royal Mail website to see your delivery status.
What if an item I want is out of stock?
If a product is out of stock, you can sign up for a stock notification on the product page. We'll email you as soon as it's available again.
Are your products genuine?
Absolutely. Every product we sell is authentic and sourced directly from the manufacturer or authorised distributors. We stock genuine brands including RAW, Rizla, elements, OCB, Swan, Juicy Jay, and G-Rollz.
How do I contact customer service?
You can reach us through our Contact page, by email at info@smokersstore.co.uk, or via the live chat widget on our website. We respond to all enquiries within 24 hours, usually much faster.
Do you offer wholesale or bulk discounts?
We do offer bulk pricing on select products. The more you buy, the more you save — discounts are shown directly on the product page when available. For very large orders, please contact us directly.