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since 1787 Over 235 Years of heritage

Frequently Asked Questions

I used to have an account but I can no longer log in. Is there an issue?

If you had an account on our old website, pre March 2016, unfortunately you would need to create a new account. It wasn’t possible to transfer the old ones over to the new website, so we would kindly ask anyone that would like to, to sign up for a new account, or to just shop as a guest.


Why are your prices cheaper online than in your stores?

Prices vary from one location to another. The prices in our stores are higher than our website due to their individual operational costs. Online retail entails lower overheads and ensures that we can reflect this back to our customers.


I am based in the US. Why can't I order Cigars from you?

Unfortunately there are two obstacles with regards to shipping to the US. Firstly it is now compulsory that we provide the shipping company with detailed information about the package. Declaring the package as cigars means that it is likely to be investigated by US Customs. In addition to this, we are also required to declare the country of origin. Undeniably, declaring the packages as Cuban cigars would not be looked upon kindly by US Customs. Of course, if you have another address outside the US we will likely be able to ship there.


I have purchased an event ticket, but I haven’t received anything. What should I do?

All event tickets are digital tickets, so we do not send out anything to you. Your name will be placed on to our guest list so no ticket is needed.


I am new to smoking, what would you recommend for a beginner?

We would recommend something light to start with; H.Upmann Half Corona or Hoyo the Monterrey Epicure no.2 would be an excellent choice. We also have a vast range of cigar samplers online in our samplers section. Samplers are a great way to start your cigar smoking experience as they allow you to try different flavours, sizes and strength of cigars.


I have purchased some cigars from you, but they appear to have a white substance on them. Is this mould?

Most likely this would not be mould. If it wipes off with a finger than this will be plume, a substance that indicates the cigars have been kept in excellent condition.


I have purchased some cigars from you, but the seals are broken on the boxes. Is this normal?

Yes it is. Our suppliers often check the quality of the product in question by opening the boxes/packs before we receive them. All our cigars are quality checked for colour appearance and overall condition.


Is it safe to use my credit card online?

We use Opayo/Sagepay to make sure your online payments are safe and secure.


I am not a smoker, but I am looking to buy some for a friend that is. What brands would be a safe bet to go for?

If you do not know the brand or type of cigar your friend likes, we would recommend going for one of the big names – Cohiba, Montecristo, or Romeo Y Julieta – which are vastly popular the world over.


Where can I ask for advice or recommendations?

If you need advice or recommendations please do not hesitate to email us at - we are always happy to help.


If I sign up for an account will my details be kept private?

Please be assured your details will be kept confidential and will not be sold or shared with any third parties.


What if I’m not happy with my purchase?

If you are not entirely satisfied with your purchase, we will be happy to help. Please contact us via email at before returning an item.


Can I request specific delivery instructions for my order?

Yes you can. When you place your order please add the specific delivery instructions to the comments box on the order page.


Can I pick up my online order in store?

Unfortunately not. Click and collect is not available at the moment.