An order cancellation can only take place if an item has not been despatched. If an item has been despatched in good faith, this will then be classed as a return. Should you wish to cancel your order, please contact us immediately.
We will then issue a refund through the same payment method the sale was completed through.
Unfortunately we cannot accept returns of tobacco leaf products. We are also advised by HMRC not to accept returns of tobacco due to scams and money laundering.
If you wish to return products which do not contain tobacco leaf, please keep the items in their original packaging and get in touch within 30 days.
Faulty or Incorrect Items
Occasionally faulty items do occur and we’ll do our best to put it right straight away. If you receive a faulty or an incorrect item, we’ll offer you a replacement (this is at no cost to you). If you feel this is not satisfactory, we’ll give you a full refund and you’ll be required to return the item to us using our returns form. Faulty items should be returned to us within 30 days to allow a prompt refund.
We’ll usually honour exchanges for new items within 30 days of contacting us. To efficiently manage stock levels, we recommend placing an order for your new item before you send the old item back. This ensures a prompt delivery and speeds up the returns process.
Note: We can only accept non-tobacco leaf items when returned in original condition (with original or shrink-wrap packaging). Please remember that the responsibility of the item is yours until we’ve successfully received the item. We always recommend using signed for delivery options.