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Privacy Policy

We do not share any customer data to anyone outside our company. Period. We hate spam too.

Order Policy

Please be aware that the confirmation of an order containing any tobacco products is taken as an acceptance and agreement that the receiver of these products is at or over the legal age for consumption of tobacco in their country.

  • We reserve the right to refuse to ship your order.
  • You confirm that you know the applicable laws pertaining to the purchase and importation of Cuban Cigars from abroad to your shipping address and accept full responsibility for any duties, taxes, customs fees, or any further inconveniences caused by domestic Customs offices.
  • If the delivery address provided in the order is found to be insufficient or incorrect, we cannot provide a refund or reship.
  • If tracking indicates that your package was delivered, we will not be responsible if it goes missing.
  • If you opt for an untracked shipment method, there will be no refund or reship offered.
  • Weight per stick listed on product is an approximate average weight.
  • All requests to mis-declare, or undervalue shipments will be rejected.
  • We do not ship to some countries as they're prohibited/high-risk and as such these countries are not listed on the checkout page.

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. You must take delivery of your parcel and contact us to arrange return.

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 £25 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.

Please note: If the return is caused by you providing an incorrect address, or no one to collect the parcel, the customer will bear a service charge of £40. Please contact us to reship or for a refund within 30 days of the return.

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.

All legal disputes related to card processing are handled under UK Law

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.

Once your order has been dispatched, you cannot refuse the shipment. No returns will be accepted in cases where the customer refuses to pay the duties and as a result, the package is sent back to sender.

If you are unable to return your cigars, but they have arrived damaged, we will offer up to 20% refund depending on damage. If the cigars are the incorrect cigars, we will refund the difference if applicable. 

Late or missing refunds (if applicable)

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.

Fraud Policy

  • Anyone who fraudulently claims a non-delivery may be subject to an investigation with the post office, and subsequent legal action.
  • The customer has been informed that the jurisdiction of the United Kingdom shall apply.

We do not guarantee the accuracy of any of the materials on this website, including but not limited to price, product descriptions, pictures etc. We will not be liable for any inaccuracies or mistakes, nor will we bound to honor any price/sale/offering that was uploaded erroneously.

Age Verification

At Online-Cigars.com, our commitment is to sell Tobacco products and accessories only to customers that are 21 years of age or older. This is in compliance with Federal, State, and Local law. We appreciate your patience and understanding in helping us keep tobacco products out of the hands of minors.