Shipping policy

Cigar Club Co – Shipping, Delivery & Returns Policy

At Cigar Club Co, we aim to provide a smooth and reliable service. Below is our detailed policy on shipping, delivery, and returns, in line with UK consumer law.

UK Shipping

  • Orders placed by 12pm Tuesday – Friday will be dispatched on the same day.
  • Orders placed on Saturday or Sunday will be dispatched on the next working day.
  • For orders under £500, delivery will be via Royal Mail Signed For. Please allow up to 5 working days for delivery.
  • For orders over £500, delivery will be via Royal Mail Special Delivery. Allow up to 5 working days for delivery.
  • Delivery times stated apply to mainland UK. Additional time may be required for Northern Ireland, the Highlands, Islands, or during public holidays.
  • All delivery guarantees are provided by Royal Mail or Parcelforce.
  • Dispatch and delivery times are subject to stock availability.
  • For alternative or specific delivery requests, please contact us on +44 7471374102 or email tam@onemotionmanagement.com.

International Shipping

  • Orders for international delivery will be dispatched within 5 working days of your order being placed. If there are any delays, we will contact you with reasons.
  • We ship using Royal Mail International Tracked & Signed, Parcelforce Express, or DHL unless otherwise requested.
  • All international shipping times are subject to stock availability.
  • Once dispatched:
    • Europe: Delivery aim is 5-10 working days.
    • Worldwide: Delivery aim is 10-15 working days.
  • All international orders are fully tracked with signature required upon delivery.

Please Note: We do not ship Cuban cigars or tobacco products to the USA.

Returns and Refunds

Returns

You have 14 days from receipt of your order to request a return. If 14 days have passed, we are unable to offer a refund or exchange unless your item is faulty.

To be eligible for a return:

  • The item must be unused and in the same condition as when you received it.
  • The product must be returned in its original packaging.
  • Cigars and other tobacco products are non-exchangeable or refundable.

Refunds (if applicable)

Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund. If approved, your refund will be processed within 14 days, and the amount will be credited to your original payment method.

Please note:

  • A 5% administration fee will be deducted from your refund.
  • Shipping costs are non-refundable unless the item was faulty or misdescribed.

Late or Missing Refunds

If you haven’t received your refund, please:

  1. Check your bank account again.
  2. Contact your credit card provider, as there may be a processing delay.
  3. If necessary, contact your bank.

If you’ve done all of this and still have not received your refund, please contact us at tam@onemotionmanagement.com.

Sale Items

Only regularly priced items are eligible for refunds. Sale or discounted items are non-refundable.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you require an exchange, please email us at tam@onemotionmanagement.com to arrange this.

Your Legal Right to Cancel

If you are a consumer, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 days of receiving the last item in your order. This right does not apply to:

  • Items unsealed after delivery, such as cigars, due to health protection and hygiene reasons.
  • Goods made to your specific order or custom specifications.

Your right to cancel starts from the day you receive the Dispatch Confirmation and lasts until 14 days after you receive the final item in your order.

To cancel, please email tam@onemotionmanagement.com or call +44 7471 374102. We will confirm receipt of your cancellation by email.

Refunds for Cancelled Contracts

If you cancel, we will:

  • Refund the price of the product, but we may reduce the refund if the product has been handled beyond what is permitted in a shop.
  • Refund delivery costs, up to the value of the least expensive delivery method offered (i.e., if you paid for express delivery, we will refund only standard delivery costs).
  • Process your refund within 14 days of receiving the returned item, or proof that it has been returned, whichever is sooner.

If you return products because they are faulty or misdescribed, we will refund you in full, including any applicable delivery charges.

Returning Products

If you decide to cancel, you must return the product to us at your own expense unless it is faulty or not as described. Returns can be made by post or in person, please contact tam@onemotionmanagement.com.

Legal Rights

As a consumer, you have legal rights concerning products that are faulty or not as described, and these rights are unaffected by this policy. For advice, please contact your local Citizens Advice Bureau or Trading Standards office.

For any additional queries, please contact us at tam@onemotionmanagement.com or by phone on +44 7471 374102.