New World of Cigars, Shipping

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.