Delivery and Returns Policy

Cigar Cases Online

Delivery Information

At Cigar Cases Online, we strive to provide our customers with reliable and efficient delivery services for all purchases. We understand the importance of receiving your cigar cases in a timely manner, and we have established clear delivery procedures to ensure your satisfaction.

Delivery Timeframes

We aim to process and dispatch all orders within 24 hours of receiving them. However, please note that while we make every effort to ship your items promptly, we cannot guarantee delivery times faster than 5 working days from the date of purchase. This timeframe allows us to properly process your order, prepare your items for shipping, and account for any potential delays in the postal system.

During particularly busy periods, such as holidays or promotional events, there may be slight delays in processing times. Rest assured that we work diligently to minimize any such delays and to maintain our commitment to efficient service.

Delivery Coverage

Cigar Cases Online currently provides delivery services exclusively to UK mainland addresses. We do not offer international shipping at this time. If you are located outside of the UK mainland and wish to make a purchase, please contact our customer service team at contact@cigarcasesonline.co.uk to discuss potential arrangements, though we cannot guarantee service outside our standard delivery area.

Delivery Costs

All prices displayed on our website include the standard UK mainland delivery charge. There are no hidden fees or additional costs for shipping that will be added at checkout. The price you see is the total price you pay, inclusive of delivery to any UK mainland address.

Tracking Information

To provide you with peace of mind and visibility into the delivery process, we will send you a tracking number via email once your order has been shipped. This tracking information allows you to monitor the progress of your delivery and anticipate when your package will arrive. Should you not receive a tracking number within 5 working days of placing your order, please contact our customer service team at contact@cigarcasesonline.co.uk.

Delivery Options

At present, Cigar Cases Online offers standard delivery only. We do not provide express or premium delivery options. Our standard delivery service is designed to balance efficiency with reliability, ensuring that your cigar cases reach you in perfect condition.

Delivery Restrictions

There are no specific delivery restrictions to certain areas within the UK mainland. We deliver to all postcodes within the UK mainland without additional charges or extended timeframes. However, in rare cases, extreme weather conditions or other unforeseen circumstances may cause temporary delivery restrictions to certain areas. In such instances, we will notify affected customers promptly.

Receiving Your Delivery

Upon delivery, we recommend inspecting your package immediately to ensure that it has arrived in good condition. In the unlikely event that your package appears damaged, please take photographs and contact us at contact@cigarcasesonline.co.uk as soon as possible so that we can address the issue promptly.

If you are not available to receive your delivery, the courier will typically leave a card with instructions for rearranging delivery or collecting your package from a local depot. Please follow the instructions provided by the courier to ensure you receive your order.

Returns Information

At Cigar Cases Online, we are committed to ensuring your complete satisfaction with every purchase. We understand that there may be occasions when you need to return an item, and we have established a straightforward returns policy in accordance with UK statutory requirements.

Your Right to Return

In compliance with UK consumer protection laws, you have the statutory right to return any item purchased from Cigar Cases Online within 14 days of receiving your order. This cooling-off period allows you to examine your purchase and determine if it meets your expectations. We fully respect and uphold this right for all our customers.

Returns Process

Should you wish to return an item, please follow these steps to ensure a smooth and efficient process:

First, contact our customer service team at contact@cigarcasesonline.co.uk to inform us of your intention to return the item. Our team will guide you through the returns process and provide any necessary assistance. It is important to initiate this contact before sending any items back to us.

Once you have contacted us, we will send you a prepaid shipping label via email. This label covers the cost of return shipping, meaning you will not incur any additional expenses when returning your item to us. Simply print the label and affix it to the package containing your return.

Condition of Returned Items

To be eligible for a full refund, all returned items must be in new, unopened condition and in their original packaging. This requirement ensures that we can restock the item for future sale. Items that have been opened, used, or damaged after delivery may not be eligible for a full refund.

We understand that you may need to open the packaging to inspect the item, but we ask that you handle all products with care and avoid damaging the packaging where possible. If you need to examine the product more thoroughly, please do so gently and try to preserve the original packaging condition.

Refund Processing

Once we receive your returned item and verify that it meets our return conditions, we will process your refund promptly. Refunds are typically processed within 14 days of receiving the returned item at our warehouse. The refund will be issued to the original payment method used for the purchase.

Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider or bank’s processing times. In most cases, you should see the refund in your account within 3-5 business days after we have processed it.

Exchanges

At present, Cigar Cases Online does not offer direct exchanges for returned items. If you wish to replace an item with a different product, we recommend returning the original item for a refund and then placing a new order for the desired product. Our customer service team can assist you with this process if needed.

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect (not as described on our website), please contact us immediately at contact@cigarcasesonline.co.uk. In such cases, we will arrange for the return shipping at our expense and provide a full refund or replacement, depending on your preference. Please provide photographs of the faulty or incorrect item when contacting us, as this helps us to address the issue more efficiently.

Returns Packaging

There are no specific requirements for packaging when returning items to Cigar Cases Online. However, we recommend using the original packaging where possible, as this provides the best protection for the product during transit. If the original packaging is not available, please ensure that the item is securely packaged to prevent any damage during shipping.

Contact Information

If you have any questions or concerns regarding our delivery or returns policies, please do not hesitate to contact our customer service team at contact@cigarcasesonline.co.uk. We are committed to providing excellent service and will be happy to assist you with any inquiries.

Last updated: March 21, 2025