Frequently asked question
Shipping & Delivery
What are the shipping fees?
Norway: 59 SEK
Europe: 59 SEK
The rest of the world: 99 SEK
What is express shipping?
How long is the delivery time?
After that, within Sweden, it’ll take 1-2 business days for you to get your package depending on where in the country you live. For Norwegian shipments the shipping time is usually 3-5 working days + tax process, and for the rest of Europe is 3-7 working days.
Where and when can I pick up my package?
How do I track my package?
1. Sign in to "My Pages".
2. Click "My Orders" on the left side menu.
3. Click "View Order" on the order you want to track.
4. Click the "Track Your Order" link.
Keep in mind that you can not track your order before receiving mail from us confirming that we have shipped your package.
If you do not have an account, you can track your order here as a guest.
Can I have my package sent to another address?
C/O Your friends name / Company name
Zip code + City
Can I change in my recently placed order?
Can minors order?
Can I order to other countries than Sweden?
What kind of payment can I choose?
For Swedish and Norwegian customers we offer payment via Klarna:
Invoice via Klarna: 0kr
Direct payment via Klarna Account: 0kr
Card (Visa / MasterCard) via Klarna: 0kr
Part Payment by Klarna: 0 SEK from us (Klarna charges you 29 SEK/M registration fee + annual interest rate of 19.9%)
For any countries we also have:
Read more about payment options here.
What is the Klarna invoice fee?
Can I split the payment?
When will my invoice arrive?
Why is i denied to pay with invoice or part payment?
If Klarna denies the purchase, we recommend that you pay by card or direct payment with your Klarna account instead. If you do not prefer PayPal or Bitcoin ie.
I’ve lost my invoice, what do I do?
In which cities do you have retail shops?
Click here to read more about our stores.
Is the same price offline as online?
Some stores have higher prices in stores than online, and they think it's expensive to run a store, well .. To them we say: Run a decent sized webshop, that’s not for free either ;)
Can I reserve a product in a store?
Can I order online and pick up in store?
You do this:
1. Buy online as usual, but choose ”Shop pickup” delivery option.
2. Once your order is packed and the shop have recieved it, its status is updated to "Ready to be picked up”, and you will be notified via email.
Always bring identification upon shop pickups.
Exchanges & returns
I regret my awesome purchase, what do I do?
Where do I send my return?
Black Box Sweden AB
214 39 Malmö
In the return package, we need a note with the following information:
1. Order-ID / Return-ID
2. Reason for return
3. What you want to do (new product or refund)
It's ok with a handwritten note and once we have recieved the return we'll get back to you.
I was sent wrong products, what do I do?
My product is not working properly, what do I do?
Can I exchange my product to another?
How do I get refunded on a return case?
Offline purchase: Refund to your card, or in cash.
Payment done online with PayPal online: Refund to PayPal, or bank transfer (whatever you prefer).
Payment done online with all other payment systems: Refund to your bank account.
How long is my warranty?
Account at eSmokes.se
How do I register as a customer?
How do I change password in my eSmokes account?
How do I change my shipping information?
What do I do if I forgot my password?
How do I unsubscribe / subscribe to the newsletter?
In which cities is there a retail store?
How do I shop on eSmokes.se?
As long as you are over 18, it is very easy to shop online:
1. Find the product you want.
2. Make any selection such as color or nicotine strength, press the Buy button.
3. Go to checkout where you see total cost.
4. If you are Swedish or Norwegian and choose to pay via Klarna simply enter your personal number, choose how you want to pay and press "Finish Order".
4. If you’re not Swedish or Finish (or just want to) you press the PayPal/Bitcoin logo up right to get to another checkout. Here you enter your address details, choose payment method and press "Finish Order".
That’s it, not that hard. But feel free to contact us at any time and we’re happy to help you out!
Do you have any open job positions?
How can I contact you?
Contact us in one of the following ways:
Phone: (0046) 040-6170400 (Mon - Fri: 11-15)
E-mail: [email protected]
Facebook: www.facebook.com/esmokes.se (chat there works great)
Chat on the site (as you find in the bottom right).
Or get past one of our stores.
Can I give you a review anywhere?
How can I get discounts and offers?
In order not to miss anything, sign up to ours newsletter (in the footer or on "My Pages”). You can also follow us on Facebook (eSmokes.se) or Instagram (eSmokesSE).
How do I activate a discount code at checkout?
It's super easy:
1. Go to checkout
2. Fill in the discount code in the top box called "Enter Discount Code".
3. Click the red button to the right of the field called "Apply Discount Code". Done.