Customer Service

About Us
We specialize in all you need to make you own cigarettes, Established for 5 years we have local and International customers and suppliers thanks to the internet, We pride ourselves on customer service and probably the largest choice or smokers requisites currently available

How to purchase goods?
We have made buying from Make your own cigarettes as simple as possible. Our shopping basket will store items you have placed within it for up to four hours. Each item for sale will have an order button. When you press this button you are taken to the order-processing page where the item will be automatically added to your basket. To view items in the shopping basket and amend them accordingly simply click on the 'show order' section.

You can input how many of each item you would like, decide to continue shopping, remove an item from the basket or check out and place your secure order. It is at this time you would be asked for your name and address and then your credit card details if the shop has online authorization. From within the order processing page you can become a clubishop member - by doing this you will be entitled to various promotions that we run. It also enables us to store your personal information to assist you when checking out. This information will be stored in a 'cookie' on your computer. We will not store any such information on our system, in order to protect your privacy the info is collected lawfully and in accordance with the Data protection act 1998. We also cannot store your credit card details.

Accepted Payment
Paying online is simple, we accept Mastercard, Visa and Switch debit cards.
please note we also accept payment via e mail for details visit

or e mail me for details on how it works
For more details see above.
If you place an offline order you will be contacted by one of our representatives BY E MAIL ONLY to arrange payment – this will usually be by cheque or nochex.

Offline Payments Please note offline orders will be held for a period of 4 weeks.Please note thats goods are are NOT RESERVED please also note that in conflict with ishops message we do not contact our customers to arrange payment other than by e mail we do not phone for payments of orders please re order using the secure server or notify method of payment
If you require to pay by Credit or Debit card please use the sites payment system our Secure server is managed by Barclays merchant services and is totally secure

Is my transaction secure?
Every on-line transaction made within Make Your own cigarettes is transmitted across the Internet using SSL (Secure Socket Layer) encryption. This industry standard method ensures that information sent from your browser is scrambled whilst in transit and decoded when it arrives on our server. You are far safer using your credit card within Make Your own cigarettes than you are in a restaurant in your local high street. We take the issue of security very seriously and have taken every step possible to protect you. Our servers sit behind a state of the art hardware firewall and the computer that handles the card services is a bastion host of the ishop mall servers, and not accessible from the Internet. We have employed the services of one of the countries’ leading security experts who regularly monitors and updates our systems.

What if I have problems ordering?
Common reasons for problems when pressing the order button are;
i) You are using an old browser that doesn't support SSL encryption.
ii)If you are choosing items added them to your basket and items do not appear, or it takes you back to the home page this is porbably a cookie issue
Go to properties in internet explorer and change settings to accept all first and third pary cookies and also check box allow all session cookies
The site needs cookies for your pc to enable it to place items in the basket
If this does not work try temporary disable your firewall
iii) You are browsing from behind a corporate firewall that will not allow secure connections. Speak to the system administrator at your office. They will either fix the problem or you will have to order from another location. To check, point your browser to https://www.microsoft.com/ if you cannot connect to the Microsoft secure server it is likely that one of the above faults apply.

If you are able to connect to Microsoft please visit http://www.microsoft.com/downloads/ to download the latest version of Internet Explorer.

What if I do not receive my goods?
Please wait 3 to 10 days after notification by e mail if you are in the UK or up to 21 days if you are overseas. If you do not receive your goods after this period of time, please contact us by E-Mail mail@roll-ups.co.uk with your order number to hand.All e mail correspondance will be answered within 24 hours Your order no number will be included in the e-mail you received when you ordered the goods from our shop. We will strive to resolve the issue immediately.

please note we DO NOT send to PO Box numbers

When is my credit card debited?
Your card will normally be debited when the goods are dispatched. An authorisation takes place when you place your order. This simply guarantees that the funds are available on your card and that payment will be made to us. This authorisation remains valid for ten days. When the goods are dispatched, we will debit funds from your account overnight directly into our own. If certain items in your order are out of stock or unobtainable we will only partially debit your card order. We are also able to cancel or refund individual items of your order should this become necessary.

What happens if my card authorisation fails?
If the authorisation fails, the most likely explanation is that you have input your card details incorrectly. If this happens, press the back button on your browser and you will be returned to the card input page. Check that all the details are correct, and make any changes necessary before proceeding. If all the details are correct and you still fail to get an authorisation then we advise that you contact your card issuer to establish why your card was not authorised. We will receive your order anyway and may contact you by email to arrange for alternative methods of payment.

What risks are involved in buying online?
All personal data, including your card number is transmitted over secure connections, meaning that no-one can 'eavesdrop' and capture your details. In addition to this, your card details are not viewable by us at all, they are simply transmitted over the bank's private X25 network for authorisation and payment transactions. You are protected because the transaction was carried out as 'Cardholder not present.' This means that any payments will be refunded to your card should it be used fraudulently by someone else or you do not receive what you ordered.

Stock Levels
Our products are offered subject to availability. If for any reason we cannot supply you with any part of your order we will contact you via email or phone to advise you. Please check your e mails within 24 hours or placing your order to make sure you receive any mail concerning your order we may send , We may need to cancel or refund the item from your order, in which case the funds will be paid directly back into your account.

Postage and Packaging & Delivery
We guarantee all of our products to be as described and free from defects. If however you receive a product which you feel is not as described, please email us within 14 days of purchase at mail@roll-ups.co.uk to arrange an exchange or refund.All e mail correspondance will be answered within 24 hours 7 days a week

Please quote your order number which can Be found on your original email conformation. We aim to replace any defective items with replacements. If this is not possible we will refund you within 30 days of the cancellation date.
Delivery charges
Delivery charges quoted represent a reasonable size smokers order for supplies for 1 person lasting a approx 6 weeks e.g. papers tips and lighters
However if orders in bulk are too large in excess of 2kg in weight for normal postage Bulk order for multiple smokers we may ask for the extra delivery expenses to be paid before despatch

Replacment items will will be despached within 7 days for defective or exchange items . Please consult our contact details for the return address.

Returns Policy
We guarantee all of our products to be free of defects on delivery for 14 days. Please notify us by e mail within this time period, If you receive a defective product, please email us at mail@roll-ups.co.uk to arrange an exchange or refund.

Returns policy and cancellation
You the customer are Welcome and in your full rights to cancel your order at any time for any reason from the time the order is placed up to a 7 day cooling off period, beginning on the day after the day you ordered or received the goods.

Refund guarantee:
All refunds are are made within 30 days of the cancellation date
Customers returning goods please return the goods to us at your own cost failure to do so will result a deduction to your refund to cover the collection of goods

We will refund the goods in full for you returning items to us for any reason within 30 days of cancellation

Refunds:
Refunds will be carried out no later than 30 days of cancellation
How to return goods:
Please carefully repack the items include your invoice reference no and name and address and return the items to the address specified on the invoice

We aim to replace any defective items with replacements within 7 days. If this is not possible we shall refund you within 30 days of your cancellation
This does not affect your statutory rights as a consumer

Acknowledgement of Orders
We will acknowledge all orders by e-mail. Please ensure that the email you have used is correct any order using an untraceable hotmail or other address, Your order may be delayed while we verify your details.

Privacy Policy
We guarantee that we will not pass your details to any other company.Please note that we as a company do not hold or collect information or hold on file any data or pass on personal information to any parties whatsoever we will also not contact you unless it is in the course of a current order any information that is collected is collected lawfully and in accordance with the Data protection act 1998,Information is only collected in the course of your order we offer no opt out policy as we will not contact you without your initial approach Any personal data will not be transferred out of the EEA. I All information received from you will be kept completely confidential and will not be disclosed to any other party.

The terms and conditions do not affect your statutory rights as a consumer.

Contact Us
Please note that we as a company do not hold or collect information any data or pass on personal information to any parties whatsoever. We will also not contact you unless it is in the course of a current order any information that is collected is collected lawfully and in accordance with the Data protection act 1998,Information is only collected in the course of your order we offer no opt out policy as we will not contact you without your initial approach
Feel free to contact Mr Johnnie Crossman with any questions or queries you have regarding our website, service or any other related topic:E mail letters normally answered within 24 hours

07830291851 Customer Service Phone Number's Fax Number Email Address mail@roll-ups.co.uk mail@roll-ups.co.uk Company Address Make Your own cigarettes witheld for security purposes