CRT 1, 285 Calvaire Street, 59810 Lesquin, QC

Open Monday to Friday from 9:00 am to 5:00 pm

frequently asked questions

Please read our FAQ before contacting us.

You are taking your first steps on Mistersmoke.com and you need help? We've listed the answers to the most frequently asked questions here. Feel free to browse through the FAQs, the answers you are looking for might be there!

My Account & Orders

I lost my password, how can I do that?

In the CONNECTION section, click on 'Forgot your password ?' then enter your email address (which corresponds to your username) to receive a new password in your mailbox.

I want to change my delivery address, how do I do this?

You can change your delivery address directly on the site in the space 'My account', then 'Edit my addresses'.
Attention, if your account displays the status 'In preparation', which means that your order is already being processed, it is no longer possible to change your delivery address.

Then contact our customer service at 03.20.90.56.55

Can I place an order by email or by phone?

No, all orders must be placed directly on our website. If you have any difficulties placing an order online, please contact our customer service department on 03 20 90 56 55 or by email sav@mistersmoke.com.

I didn't receive my order yet, what can I do?

Open the email you received when the order was shipped, you will find a tracking number. Enter this tracking number in the 'My Order Tracking' section of your account. If you do not receive any information, contact customer service: sav@mistersmoke.com.

I want to cancel my order, how do I do this?

To cancel your order, please contact our customer service quickly on 03 20 90 56 55 or by email sav@mistersmoke.com.
Attention! Once your order has been prepared, packed or shipped, it is unfortunately no longer possible to cancel it.

After our agreement, you have 14 days to return the article. Please note that the products must be returned in their original packaging, not unpacked and must not have been used. Once the item has been received, you will be refunded within 14 days. Please note that payment can only be refunded in the form of a credit note or voucher.

In case of withdrawal, the delivery costs will be refunded on the basis of a standard cost.

I want to change an item in my order, how do I do this?

Unfortunately it is not possible to modify an order. However, you can request cancellation of an order. To cancel your order, please contact customer service on 03 20 90 56 55 or by email sav@mistersmoke.com. If the status of your order is 'In preparation' or 'In shipment', you will have to wait until you receive your order to return the item (within 30 days).

My delivery

What are the shipping costs?

Shipping costs depend on several criteria:

  • The delivery address: delivery at home (or at your workplace), at your retailer, in the French overseas departments and territories or internationally.
  • The type of carrier: Chronopost, UPS or So Colissimo
  • The desired delivery time: in 24 hours, in 2 or 3 days or in 2 to 5 days.

Visit the delivery page for more information.

Shipping is free for all orders over 40€ to be delivered to your retailer and also free for all orders over 60€ directly to the address of your choice.

What happens if I am absent on the day of delivery of my package?

In the case of home or work delivery - The delivery notice will indicate whether your parcel will be delivered the next day to the address indicated, or whether it will be delivered to the nearest post office or relay point.
If it is not indicated, go to the carrier's website to track your package.

How long is my package kept in a relay point?

It all depends on the carrier you've chosen. The time of custody of UPS is about 10 days (Saturday and Sunday included according to the opening hours of the merchant). Chronopost's storage time is 7 working days.

Do you deliver internationally?

Yes, we can deliver your order abroad. 

To know the amount of the shipping costs, go to your basket. These will be automatically calculated according to the size and weight of the items.

My parcel tracking & returns

I want to track my delivery, how do I do that?

To track your delivery, use the tracking number (available in your order when your package leaves our warehouse) on the website of the carrier you chose when you placed your order.

 

There's an item missing from my package, what can I do?

Contact our customer service by phone at 03 20 90 56 55 or by email sav@mistersmoke.com within 14 days of receipt of your package. After this period, no claim will be possible.

What is the withdrawal period?

You have a legal period of 14 days after receipt of your package to report to us any item received broken and / or non-compliant. After this period, no claim can be taken into account.

I want to return an item I received, how do I do this?

For any item return, please contact our customer service at 03 20 90 56 55 or by e-mail at sav@mistersmoke.com. After our agreement, you have 14 days to return the item. Please note that the products must be returned in their original packaging, not unpacked and must not have been used. Once the item has been received, you will be refunded within 14 days. Please note that payment can only be refunded in the form of a credit note or voucher.
In case of withdrawal, the delivery costs will be refunded on the basis of a standard cost.

The product received is broken or defective, what should I do?

Contact our customer service by phone at 03 20 90 56 55 or by email sav@mistersmoke.com within 14 days of receipt of your package. After this period, no claim will be possible.

In the case of a parcel and/or an item received in poor condition, we advise you to take photos and/or videos of the condition of your parcel as soon as you receive it and send them to us by email as soon as possible.

Methods of payment

What types of payment are accepted on the site?

Several types of payment are accepted on the site:

  • By credit card: Carte Bleue, Visa, Eurocard, Mastercard, and American Express.
  • By bank transfer
  • By Paypal

Visit the Payment Methods page for more information.

Are the prices in HT or TTC?

The prices indicated are all inclusive of tax (including VAT).

Is the payment secure?

The payment is completely secure, your data is encrypted by an SSL certificate. SSL is used to secure banking transactions, data transfer and connection information.

Personal information will never circulate on the internet and your card number will never be known or kept by Mistersmoke.

Others

I have a discount code, how can I use it?

At the first step of the order process, you will find a field for the promotional code. Enter your coupon code and click on the 'Apply coupon code' button.

Please make sure to check the validation of your promotional code before proceeding to the payment. Any request for modification after order validation will not be taken into account.

Contact us

You need more information about a product or the delivery, you want an information... Leave a message to our team!

By mail to : sav@mistersmoke.com

By phone at 03 20 90 56 55

Our team of experts is at your disposal to guide you in your order and answer all your questions.

Monday to Friday from 9:00 to 12:30 and from 13:30 to 17:00.

Our contact details


Mistersmoke - TDN Online
CRT 1
285 rue du Calvaire
59810 Lesquin