FAQS

Frequently asked questions

Why trust SMOKING?

Smoking® is currently one of the leading brands in the rolling paper booklet market. It is also one of the most exporting Spanish companies, being marketed on 5 continents and in more than 100 countries worldwide.

Today, more than three-quarters of Smoking®’s annual production is destined for export markets, where the brand enjoys a leading position or considerable notoriety. Smoking®, the leading brand, offers you the most comprehensive range of rolling papers and accessories on the market. With over 125 years of experience, Smoking® is synonymous with quality, following rigorous controls to achieve excellence in each of its products.

Smoking® is a brand focused on innovation and continuous improvement of its product range, as you will see below.

Shipping policy

SPAIN (MAINLAND AND BALEARIC ISLANDS)

Orders placed at shop.smokingpaper.com will be delivered by standard package to your home within 72 hours maximum anywhere on the peninsular territory after confirmation of your payment.

All deliveries to the peninsula will be made by the courier company ARA VINC.

If you are not at home at the time of delivery, the courier will leave a note with the contact details so that you can arrange another delivery time. It is compulsory to provide a contact telephone number so that the courier can contact you if you are not at the address provided.

We recommend providing a delivery address where you are reachable during working hours, not necessarily your home address. You have the option of giving different addresses when placing your order.

If you have a delivery time preference, would like to provide us with additional information about the delivery address, or any other information that would facilitate the delivery, we would appreciate your indications in the comments field of the order.

If your order contains one or more products with different availability, we will immediately send you the already available products. In a second shipment – at no cost to you – we will send you the rest of the products when they are available.

Whichever your shipping option is, we will provide you with a shipment ID as soon as possible to enable you to track the online delivery of your parcel. You can check where your order is at any time on: https://www.aravinc.com/. 

Shipping costs include packaging, handling and postage. They may contain a fixed and a variable part based on the price or weight of your order. We recommend grouping your purchases into a single order to minimise shipping costs.

Can I change my delivery address after I have placed an order?

Yes, through the ARA VINC courier company website provided in your order confirmation email.

How can I track my order?

Once the order has left our warehouse, we’ll send you an email with the tracking ID with which you can confirm the expected delivery date.

Please note that it can take up to 24h for the delivery and tracking information to be updated.

How can I modify or cancel an order?

We will do our best, but if the order has already been shipped or prepared, it will not be possible for us to make any changes or cancel the order.

In this case, you’ll have to wait until you receive the order before you can send it back and start again. 

Send us an email to: info@mercadobase.com or contact us through the web form so that we can help you.

Can I return an order?

If your order is damaged or defective, you can return it and it will be replaced by a new one.  

If you are not satisfied with the order you have received, you can also return it, respecting the following conditions:

  • Products must be returned within 14 working days from the date of receipt of the order by the customer. 
  • Products must be returned in their original box/packaging. 
  • The products must not have been used. 
  • No returns will be accepted for products that are in poor condition. 

 

To make a return, you must contact our customer service, via email: info@mercadobase.com indicating the order number, the collection address and the reason why you want to return the product; our team will contact you as soon as possible.

If you would like to return an order, you can find more information on how to return it on our return, refund and cancellation policy pages.

What options do I have when returning a product?

When you make a return, you can choose from:

  • Reimbursement of the amount paid. 
  • Replacement with the same reference (in the case of return due to damage or poor condition). 
  • Replacement with an alternate product (If the new product is of a lower value, Smoking will refund the difference, but if the new product is of a higher value, the customer must pay the difference). 

Refunds or reshipment of products will be made upon receiving the package in our offices within 7 working days.

In the event of a refund, this will be made using the same payment method. You will receive an email with the confirmation, and in the following 3-5 working days (depending on the bank), you will have the amount paid back in your account.

Do I have to pay the return costs?

No, exchanges and returns are free.

What do I do if I have not received my order?

There are two main reasons why you may not have received your order: 

  • Wrong address: we recommend that you check that the address entered is correct, as your parcel may have been delivered to the incorrect address. 
  • Unsuccessful delivery attempts: delivery drivers make several delivery attempts. If they have not been able to contact you and more than 14 working days have elapsed after the first delivery attempt, we will begin the process of returning the order to our offices. In this case, Smoking will refund the order amount once we receive it in our offices. 

What payment methods are available?

We only work with 100% secure payment gateways for our customers:

Credit card: You can pay by credit or debit card.

Other payment methods: Payments can also be made via Bizum. 

Smoking does not have access to the bank account details of our customers. We include SSL security, so all confidential information is sent directly, encrypted, and without being recorded on our server.