FAQ

You don't sell any Cuban cigars

Nope, and its not because we don't like them - we love em,like we love most cigars. But our passion is the incredible range, innovation, value and quality we see coming from New World producers, it's what we're all about as well. If you want Cubans (and why wouldn't you) our advice is simple: get on a plane, train or boat to Europe, fill your case, have a good night out and still spend less than you would in the UK - simple eh! 

Quality

We operate a seriously lean supply chain and don't pointlessly hold excessive stock, warehouse space and insurance is costly, by keeping our costs down we can pass better savings to you. All our big international brand new world cigars are sourced via the offical UK importers, we don't and never will use 'grey market' supply chains! The UK cigar importers are vastly experienced and operate excellent quality control standards of their own. You buy from us, not them though, so we also have a entry and exit quality control procedures. On arrival all boxes are opened and inspected for any problems, occasionally (...maybe frequently) I will spoke a cigar from boxes to ensure that not only is the conctruction as it should be but also that the cigar smokes as it should. When we pick and pack your cigars each cigar is visually inspected before being packed with a 69% Boveda packet in a zip lock type bag. For the boutique cigars we import and retail directly, again all boxes are opened immediately they arrive with us before being placed in one of our holding humidors. We aim to store all cigars we import directly for 6 weeks before they are available to be sold. It allows us to stabalise the cigars and smoke 1 or 2 to ensure they are in perfect condition following shipment from the Dominican Republic or Honduras. Again, when our boutique cigars are ordered, each one is individually inspected before being packed with a 69% Boveda pack in zip lock type bags.

Storing your cigars

Much like I advise our customers - if your going to spend money on cigars look after them in the very best way you can! We are fortunate that our warehouse maintains a very stable temperature all year round thanks to it's construction which is a huge benefit. We maintain 2 types of humidors at new world of cigars. Firstly we run 2 huge humidors which are our holding humidors, full boxes, new deliveries and new imports reside in these. To make picking and packing easier we run a further 11 humidor cabinets which are sectioned by brand and vitola. Our humidors are run at a constant 69% humidity.

Shipping & Delivery

Royal Mail have done a quite an exceptional job over the last few months, whilst the postal service is pretty much back to normal we do still see delays occasionally. I know we all understand stuff is a little funky at the moment, so remember, everyone is doing their best!

 

Yep, you did read it right, we offer free Royal Mail Second Class Signed For postage on all orders over £30,  It's all part of The New World of Cigars commitment to giving you real value. If our free postage service doesn't suit, there's always the option to upgrade to 1st Class Signed For at checkout.

When we dispatch your order you will recieve an email with the tracking reference on it. Please check you 'spam' folder if it roesn't arrive in your inbox as the emails can end up there.

If you need a present or your smokes urgently, give me a ping and we can look at the best value express delivery for you which is often not Royal Mail. Remember, everything we do is about giving you the best value we can while making sure we can return some profit back to our charity partner in the Dominican Republic. Ethics first, profit second!

Refunds & Returns Procedure

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. We need written confirmation of cancellation from you, so you’ll need to get in touch using any of our available contact options to let us know you’d like to cancel your order under the Consumer Contracts Regulations 2013.

  • If you’re returning your whole order and you’ve paid for delivery we’ll refund the cost of Standard Delivery to you upon request even if you’ve used one of our quicker delivery options. For example, if you pay £5.95 for a first class delivery service but the cost of Standard Delivery is £3.95 then we will refund you £3.95. The extra £2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.

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

We are unable to replace or refund any cigars that have been smoked or disposed of  – if you find an issue with your cigar, please stop smoking it, take a picture(s) and email it to us via the ‘contact us’ section. Where construction issues are the likely cause of the problem, we will, at our discretion, replace the cigar for you at our cost.

Undelivered Orders: 

We will replace your order 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. 

Replacement orders will be sent by Royal Mail Tracked 24 or Royal Mail Special Delivery.

Wrong Address: If you make an error with your address please get in contact as soon as possible so that we can change the address before your order is dispatched. If the order is sent out to the wrong address you will need to pay to have your order resent. Depending on the delivery option you choose the price will vary as per the standard prices on our website.

 

Payment

We accept payment through our world leading payment processor Worldpay. Worldpay provides a safe and secure payment solution which ensures we never hold your card details.

 

I'm Confused

Don't worry we often are as well, if it's the meaning of life, we're probably going to struggle to help you, if however you need help with choosing the best New World Cigars for you (or others for presents) or the most awesome accessories  - we got your back. Call us on 07510 526455 or email me, pete@newworldofcigars.com

You don't have my favourite stick

Don't worry - through our network of international suppliers, producers and distributors there is pretty much no new world cigar we can't get our hands on, and we are determined to keep adding even more choice in the UK market. Lead times can vary, if our UK based suppliers have them in stock we can normally get your sticks in 24/48 hours. If we need to get them shipped from around the world it can take longer due to shipping and customs clearance. Get in touch and lets see what we can do!

Are you going to open a store

Never say never eh... and rest assured if / when we do it will be a little different! But there are no imminent plans. That doesn't mean you won't get to meet us though. We are working hard on options to bring some very different cigar events to the UK where you wont hear Chan Chan once!