Service

HELLO, HOW CAN WE HELP YOU?

FREQUENTLY ASKED QUESTIONS

ROLLING PAPERS

You can keep your papers wherever it's dry (so you can also keep it in your secret drawer).

No, because we want to be just as green as our packaging. That's why our papers are produced without cutting down trees. And talking about green, we use 100% natural Arabic gum and the papers are bleached without the use of chlorine.

Yes, we use gluten-free Arabic gum for the glue line of the papers. We don't want you to worry about any allergic reactions.

Knowing you have enough papers makes for a worry-free day. We understand that, which is why our huge 10-pack is full to the brim with packs. Plus one on the house. So you can be sure that you never run out of papers.

YOUR ORDER & WARRANTY

For The Netherlands in order to use your right to return, you can fill in our returns form.

For Belgium returns are handled by the shop where you made your purchase

If you have bought your product in The Netherlands and you want to use your right to return the product, you can do so by filling in the return form on our website within 14 days of receipt. For more information, see Service & Warranty.

In case you have purchased your product in Belgium, please contact your shop of purchase. 

If you want to use your right to return the product, the most you will have to pay is the cost of returning the product. If you have paid anything, Mascotte will refund the amount paid as quickly as possible, and within no later than 14 days of return.

When you buy a product you have the right to cancel your agreement within 14 days without explanation. This time to reconsider period starts from the day after you, or a representative whom you have informed Mascotte about, receive the product. During the time to reconsider period you should handle the product and the packaging carefully. You should only unpack or use the product until you can judge whether you wish to keep the product. If you want to return the product, you must return it with all the accessories supplied and, if reasonably possible, in its original packaging and condition to Mascotte, in accordance with the reasonable and clear instructions provided by Mascotte.

We aim to deal with your claim within 5 working days. But to do so we will have to have all the necessary information.

FILTER TUBE INJECTORS

  • Use special tube tobacco. It's drier and finer and doesn't strain the mechanism.
  • Fill the end part opposite the filter with loose tobacco. This packs better.
  • Do NOT use shag; this is meant for hand-rolling only!
  • After use, clean the tube-filling machine properly so that there are no tobacco pieces left over.
  • Use a maximum of 1 gram of tobacco.
  • Let the tobacco dry well and remove any clumps.

If you clean it with some detergent after use, it'll last a lot longer.

Mascotte guarantees the high quality of its items, which have been developed over many years of experience with tube-filling machine. If you have any complaints about the quality, we will be happy to hear from you. In The Netherlands If a defect appears within 6 months of purchase and normal use, we will replace the Mascotte tube-filling machine free of charge. We will send you a new Mascotte tube-filling machine. In Belgium we advice you to contact your shop of purchase which will handle all service related issues.

If you are a consumer in The Netherlands and you want to use this warranty, you can fill in the online warranty form. Or, if you prefer, you can send your sales receipt together with the receipt to:
Mascotte International
Postbus 535
5600 AM EINDHOVEN

Keep your faulty injector until your query has been dealt with; Mascotte may ask you to return the faulty device for quality control purposes and/or as evidence.

It's better not to. The tobacco is more humid and coarse. Use special filter tube injector tobacco, which is drier and more finely cut.

You didn’t find an answer? Have a complaint? Contact our customer service

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MASCOTTE INTERNATIONAL  |  POSTBUS 535, 5600 AM EINDHOVEN  |  040-2113627  |    |  KvK: 17003372  |  BTW: NL002065642B01

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