Returns Policy

MOKA CIGAR (London) are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us. 

By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with any aspect of these, then you should contact one of our customer service advisors info@mokacigar.com before placing an order with us.   

These Terms and Conditions and your use of our web site are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.  

This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.   

A Contract between the customer and MOKA CIGAR (London) for the sale of our products will only exist once an order has been accepted, processed and despatched ( at which point the buyers credit/debit card will be charged for the value of the goods despatched). This does not affect the customer’s statutory rights.  

Prices and availability of goods is subject to change without notice. This means that the price confirmed after placing the order may be different to that charged at delivery. Every effort is made to ensure that this will not happen – please refer to our returns policy, (link to returns policy) below. A delivery charge will be added to your order value where appropriate, please see delivery times and charges (link to delivery charges).  

Your Right To Cancel

You may normally cancel your order (once accepted by us) for any reason up to the point of despatch. If you do cancel the contract within this time any payments made by you will be refunded in full within 30 days.

Returns Policy

If you are not entirely delighted with the products that you have chosen you may return them to us within 1 month of receipt. Some humidors that are made to order can not be returned for a refund or credit. We will be more than happy to offer you an exchange or, at our option, a refund provided that the products are returned complete, in perfect condition, unused, and with the original packaging.

We advise customers to check their purchase on receipt of goods and let us know of any issues within 14 days from the delivery date. Please email Customer Service to inform us and retain the original packaging for our inspection to validate your claim. Both the product and the original packaging should be returned within 10 days of receipt along with a written claim stating exactly why the item has been returned. We will not replace either a damaged or faulty item until it has been returned.   

Making Returns

For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. If you prefer, we will arrange to collect the products from you, but the cost of this will be charged to you and may be deducted from any refund to you. To return any products to us, please email us at info@mokacigar.com and we will send you a returns address.

When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. We will only refund or provide an exchange for the costs of postage where the item returned is faulty.  

Bespoke & Special Order Returns

These are the pieces that are bespoke, special order and non stock items such as bespoke and large humidor cabinets. Once an special order goes into production, we are unable to cancel the order and provide a refund.