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Customer Service

You are important to us and we are here to help you with any issue you might have before and after delivery, to help browsing the website and to overcome technological hurdles and to provide information about products.

We also love feedback, both positive and negative. Your negative feedback is extremely valuable to help us improve our services and website and your positive feedback makes the team happy, a bonus always welcome.

So feel free to call during opening hours or write at any time. We do our best to answer all mails within 2 business days.

To provide you with an ever better service, we have now integrated all support requests with our management system. Please click here or copy paste this link in your browser to access our support center.

phone: (+44) 117 2050 114

Opening hours

To ensure that customers have the opportunity to contact us both during work days and from home on their off day, our Customer Service department is opened from Sunday to Thursday and close on Friday and Saturdays.

Sunday through Thursday between the hours: 09:00-17:00.

Please don’t hesitate to contact us.

Tickets are answered within 3 business days.


Please check the FAQ below prior to opening a ticket to see if you might find an immediate answer to your query.

1. How are items shipped?

Orders are shipped by registered mail and need to be signed for.

2. How long does the delivery take?

Delivery might take up to 21 business days after receipt of payment confirmation.

3. How can I check my order’s status?

Simply log in to your account and click on “My Account” in the top right corner of your screen and look at the list of orders showing on your screen.

4. Why is there no tracking number showing in my order status?

It might take up to 8 business days from your day your order is shipped from our warehouse for the tracking number to be updated for your order.

5. I have entered my tracking number on the tracking system of my local online postal website and my tracking number does not yield any information.

Please check the date showing on the Israeli postal website (CLICK HERE ) to and add 5 business days. Your package will only be registered by your local postal tracking system after it has arrived in your country and been processed.

6. Are your products genuine?

All our products come from the suppliers used by Duty Free shops in airports.

7. CheapTobaccoRoll ran a promotional campaign for a product a day after I bought it. Can I get a refund for the price difference?

Unfortunately no. All promotions are date sensitive. To be timely informed of upcoming promotions, please register to receive our Newsletter

8. What is the name of the descriptor showing on my bank statement?

The descriptor showing on your bank/Credit Card statement is " HEIWEB.NET”.

9. May I buy a product and ship it to a different person?

To ship a product to an address different from your billing address, please open a ticket and include a copy of the Credit Card used to place the order (with all numbers hidden except for the last 4 digits) and an ID document (ID, Passport, Driving License) showing the name of the Credit Card holder.