Shipping & Returns
Shipping Policy
Please be aware that there is currently some delays in the Royal Mail Delivery network due to the corona virus, live status updates are available here.
Royal Mail guidelines stipulate that we must allow 15 working days before considering a parcel as lost. We take great care to ensure your order reaches you promptly and in excellent condition. On average orders are normally dispatched 1-2 days after your order is placed.
Please double check your delivery address when ordering, if you have entered the wrong address please contact us immediately and we will change the address for you if it has not been dispatched yet.
If you enter the wrong address and do not get in contact with us straight away the parcel will ultimately comes back to us and you will have to pay to have your order resent, in the event of this happening a link for re sending will be sent to you. Once this charge has been paid your order will be sent to the nominated address.
If the address supplied to us is incorrect and it has been delivered to the incorrect address no refund or offer of a replacement can be offered.
Delivery Charges
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Please note deliveries are not dispatched over bank holidays and weekends.
We offer FREE UK Delivery (Royal Mail 2nd Class) – Usually 3-4 Working Days Delivery from the time you order) on all orders over £50. You can upgrade to Express Shipping if you would like your order to be shipped via Royal Mail 1st Class for an extra cost.
£3.95 Standard Shipping (Royal Mail 2nd Class) Monday to Friday only. Please allow 3-5 working days for your delivery. All UK orders over £50 and over are delivered free of charge but can be upgraded to Express Shipping. Please note that orders with upgraded shipping will be given dispatch priority.
£5.95 Express Shipping (Royal Mail 1st Class) Monday to Friday only. Please allow an estimated 2-3 working days from the day you order (excluding bank holidays) for your delivery. This is not a guaranteed delivery service as Royal Mail can no longer guarantee next day delivery on 1st class mail. If you order before 2pm we will do our best to dispatch your item same day Monday-Friday.
International Shipping cost will be quoted at check out and will be sent via Courier or Royal Mail if you’re based in China
We do ship all of our products to Northern Ireland.
Delivery to Europe – Please be aware we can no longer send tobacco products to the EU due to current legislation.
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We currently do NOT ship to Australia, Canada and the United States. We cannot send tobacco products to the Republic of Ireland, this is part of the new EU regulations on tobacco.
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We are also currently NOT delivering to Qatar due to customs restrictions. We are hopeful that this is only temporary and Qatar will be added back to our shipping list once this is resolved.
Return & Exchange Policy
Please note it will take 3-5 working days for your bank to credit the amount once we have processed the refund and notified you via e-mail or over the phone.
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Unused and Undamaged Products:
* Products in perfect, unused condition can be returned for refund or exchange within 14 days of the purchase date
* The goods must be received by us before a refund or exchange can be issued
* The cost of postage in both directions is to be born by the customer (ie. we will not refund the initial postage charge and the customer is responsible for the cost of returning the product to us)
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Damaged Products:
* Damaged products can be returned for refund or exchange within 14 days of the purchase date OR within the manufacturers warranty period (ie. lighters)
* All damaged goods must be reported and returned to us before a refund or replacement can be issued
* Any cigars that have been smoked cannot be replaced – if you find an issue with your cigar, please stop smoking it, contact us and we will send a returns bag to you. Once we have the cigar and have confirmed the issue we will replace the cigar. If you report a smoking issue with the cigar but do not return the cigar we will not be able to replace the cigar.
* If a single cigar from a pack arrives damaged we can replace the single cigar NOT the entire pack
* Any refund will include the initial cost of postage and packaging and we can offer to cover the cost of return postage if a receipt is provided
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Products Undelivered:
* Royal Mail First Class: we will replace the product if undelivered within 14 working days after an investigation has been opened with Royal Mail. We will confirm when the investigation process has been started with Royal Mail.
* Royal Mail First Class Recorded: we will replace the product if undelivered within 14 working days. All Recorded deliveries must be fully tracked and investigated before a replacement is issued.
* Royal Mail Special Delivery 1pm: case by case basis
* DPD: case by case basis
* Parcel Force: case by case basis
* Replacement products will be sent either by Royal Mail Tracked 24 or with a Courier
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Packing Errors:
* If the wrong product has been sent it must be returned to us before we can replace or refund it (cost of postage is our responsibility)
* If part of the order is missing the missing product will be sent out at no extra cost to the customer
The Cigar Manor
182 a Cardiff road
Newport gwent
Np203ae