I've ordered a couple of cartons from dutyfree.io using registered mail quite a while ago but haven't received them. Wrote letter to Only asking to resend the lost package, but instead received a reply that tracking system is imperfect.
Probably it is in some cases, but the previous package that I've ordered arrived and was tracked. When i tried to point that out, Only cut all communications, doesn't reply to emails and messages here

A word of warning

I've ordered a couple of cartons using registered mail quite a while ago but haven't received them. Wrote letter to Only asking to resend the lost package, but instead received a reply that tracking system is imperfect.
Probably it is in some cases, but the previous package that I've ordered arrived and was tracked. When i tried to point that out, Only cut all communications, doesn't reply to emails and messages here.

The terms of service on the dutyfree.io is merely a text, nothing more.


Q: Will you refund/re-send lost orders?

A: We will re-send your order free of charge in case you can prove it’s actually been lost. For that you would need to have it shipped to you via Registered airmail. Having multiple previous orders and generally being a decent human being helps, too. We are not huge believers in free lunch.

Be warned.

Updating as promised.

The package has arrived.
What I have to say is that it is hard to overestimate the importance of a timely communication. A great deal of problems would have not even arisen, not to mention those that could be solved, if everyone appreciated other people's time. There's nothing new in what I'm saying but it's nice to keep it in mind, saves a lot of hassle.

Actually it was one of the reasons I contacted the CDN company. Given that, and the fact that there was no email communication I decided to write to CDN today. Before that I've checked this thread, saw no answer and checked Only's last visit. It was yesterday.
For me it was enough indicators that something was wrong. I didn't want to take any kind of revenge. It looked like working website with no responses from the team, taking the orders.

BTW Only, my order is still in waiting for payment status. I've found the checkout URL.

I have to mention that I filled a complaint today, after a week of receiving no emails. Decided to write about this complaint to Only and received an immediate answer.
Still trying to figure out if I'm wrong here.

Your last message on this thread is on April 30, 2015, 05:33:34 PM. While answering here may be of higher priority, I'm pretty sure I was still possible to answer my mail in a day and a half.
Can anybody confirm I'm taking it too far and having a bad day?

I'm ordering using a no-account route. I think it is reasonable to expect an answer to an email within day or two and not after a week.
Anyway I'll update the thread whether I'll have received the package by the usual amount of time or not.

I'm ordering cigs from dutyfree.io for more than a year an every time everything went smoothly.
Last week I ordered 2 cartons but my order was never processed and there was no usual mail that payment was accepted.
Tried to contact only, but no reply.
Have someone made an order recently? Is everything went well?