Refunds, Return or Exchange Policy
We always aim for 100% customer satisfaction, but if there is a problem, we’re here to help. After the order has been shipped, we are unable to make any changes.
In the highly unlikely event that you are not completely satisfied with your cigars, simply contact us within within 7 days of receiving the order.
To be eligible for a return or exchange:
- Please do not send your purchase back to the manufacturer or address on the parcel, contact us first to arrange the return.
- All items must be returned within 14 days of receipt as per the distance selling act;
- All items mist be returned to us in their original condition and packaging, complete with any accessories and paperwork.
- No refunds or exchanges on gift cards and on-sale items.
If an item from your order is damaged or broken due to our mishandling or wrong delivery, we will be happy to reimburse the costs for returning. Return postage fees will not exceed and will be issued once the item has been received back, you must provide proof of return and receipt of payment. If you opt for an exchange, we will dispatch it once we receive the original item back, due to this times will vary when you receive your replacement.
If the return is caused by you providing an incorrect address, or no one to collect the parcel, or Customs reject the parcel, the customer will bear a service charge. Please contact us to reship or for a refund within 30 days of the return.
Once your order has been dispatched, you cannot refuse the shipment. In cases where the customer refuses to pay the duties and as a result, the package is sent back to us, we charge shipping fee to cover the cost of us sending the parcel initially. If you repeatedly reject shipments we will close your account.
Because taste is such a personal thing, we will not accept returns for cigars that you just do not like the flavour of. We think that’s fair.
We cannot always guarantee any cigar boxes will be sealed, even if requested. Whilst we endeavour to ensure your packaging requests are observed, from time to time we do random checks on our cigars to ensure they are being stored in the best possible condition. This might mean the cigars you have selected to purchase have already been opened to be inspected. We do not offer any refunds in this instance.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your return. We will offer a refund back to the original method of purchase, or in store credit. Replacement, store credit or refund will be given for a damaged or incorrect shipment within 3 days of receiving your order.
Late or missing refunds
If you have not received your refund within 14 days, pleae check your bank or credit card company, also check to see if the original purchase has been reversed. If you have done this, please contact us to help resolve it.