I think Dutyfree.io is now a SCAM SITE!! They have my BTC and have shipped nothing, they are not answering E-Mails either.
When did you buy on their site? Are you sure that you are on the right website?
Sorry but I see both cigspot and dutyfree are competing for selling cigarettes.
There are some old post here on the forum(2017) telling that it is a scam and they don't receive their order and didn't receive email too but no proof that they bought cigarettes directly from dutyfree as a proof.
Other people said(High-rank members) that they bought cigarettes on dutyfree and receive their package. Read the whole thread from the link included in my post above.
Did you try to contact them with their twitter account from here
https://twitter.com/gotcigarettes?lang=en or if you have openbazaar account try to contact this @gotcigarettes.