Shipping Policy

MokaCigar Ltd.
Effective Date: [Insert Date]
Last Updated: [Insert Date]

Overview

This Shipping Policy governs the delivery terms and conditions for all products purchased from MokaCigar Ltd., a premium cigar retailer based in London, United Kingdom. By placing an order, you acknowledge and agree to the terms outlined herein.

1. Order Processing

Processing Timeframes

• Standard Processing: 1-2 business days (Monday through Friday)
• Cut-off Time: Orders placed after 15:00 GMT will be processed on the following business day
• Non-Processing Days: Weekends and UK public holidays

Processing Delays

During periods of high order volume or unforeseen circumstances, processing times may extend beyond standard timeframes. Affected customers will receive prompt notification of any material delays exceeding 48 hours.

2. Domestic Shipping (United Kingdom)

Shipping Options

We partner with trusted carriers including Royal Mail, DHL, UPS, and DPD to provide reliable delivery services throughout the UK.

Standard Delivery

• Economical shipping option for non-urgent orders
• Coverage to all UK addresses
• Monday to Friday dispatch schedule

Express Delivery

• Priority processing and expedited shipping
• Enhanced tracking and delivery notifications
• Same-day dispatch available for orders placed before cut-off times

Premium Delivery

• Guaranteed next working day delivery service
• Premium handling and priority processing
• Enhanced tracking and customer notifications

Courier Services

• Comprehensive tracking with delivery notifications
• Flexible delivery options including rescheduling
• Extended delivery windows including weekends (carrier dependent)

Delivery Requirements

• Signature Required: All deliveries require recipient signature
• Age Verification: Recipients must be 18+ in compliance with UK tobacco regulations
• Identification: Valid photo ID may be required at delivery

3. International Shipping

General Availability

International shipping is available to select destinations, subject to local tobacco import regulations and destination country restrictions.

Pre-Order Consultation Required

Important: International customers must contact our support team at support@mokacigar.com before placing an order to confirm shipping availability and discuss requirements.

Shipping Methods

International shipments are sent via Royal Mail International, DHL, or other approved courier services depending on destination and package requirements. Shipping costs are calculated at checkout and vary by destination.

International Shipping Restrictions

Due to varying international tobacco regulations, licensing requirements, and import restrictions, international shipping availability is determined on a case-by-case basis.

Currently Restricted Destinations

MokaCigar does NOT ship to the following countries/regions:

• Republic of Ireland
• European Union countries (tobacco products only – due to current EU legislation)

Note: We do ship all products to Northern Ireland.

Cuban Cigar Import Restrictions

Important Notice: Some countries have specific restrictions or complete bans on Cuban cigar imports due to trade embargos or sanctions. This includes:

• United States: Complete ban on Cuban cigar imports under the trade embargo
• Other countries may have similar restrictions based on their trade relationships

Cuban cigar orders cannot be shipped to countries with Cuban import restrictions.

Countries Requiring Special Arrangements

Many countries have specific import requirements including:

• Special import licenses or permits
• Quantity limitations
• Additional documentation
• Import duty pre-payment requirements
• Age verification procedures

These may include but are not limited to: Australia, Canada, and various countries in Asia, Africa, and the Middle East.

Important Notice

Before placing any international order, customers must contact our support team at support@mokacigar.com to:

• Confirm shipping availability to your destination
• Understand any applicable restrictions or requirements (especially for Cuban cigars)
• Arrange proper documentation if needed
• Discuss shipping options and costs

We work with customers wherever possible to facilitate legal tobacco imports in compliance with local regulations.

4. Customs, Duties, and International Charges

Customer Responsibility

International customers are solely responsible for all charges including:

• Import duties
• Customs taxes
• Brokerage fees
• Local handling charges
• Return shipping costs (if applicable)

Important Disclaimers

• MokaCigar cannot and will not contact individual authorities regarding import restrictions
• Commercial goods cannot be marked as “gift” to avoid import duties
• Contents or value cannot be falsified on import documentation
• Customers should contact local import officials for specific duty and tax information

Refused Shipments

If you refuse to accept a parcel due to import duties or taxes, you are fully responsible for:

• All postal charges
• Return shipment costs
• Customs charges
• Handling fees

5. Delivery Issues and Error Reporting

Delivery Error Reporting Timeframes

• Damage/Missing Items: Must be reported within 1 day of delivery
• Non-Receipt (UK): Must be reported within 7 days of dispatch date
• Late Reporting: MokaCigar cannot be held responsible for parcels reported after these timeframes

Address Errors

Prevention: Please double-check your delivery address before completing your order.

Pre-Dispatch Changes: Contact us immediately if you need to change your address before dispatch – we can modify orders that haven’t yet been shipped.

Post-Dispatch Issues: If incorrect address details cause delivery problems:

• Customer must attempt to retrieve the parcel at their own cost
• Return shipping and redelivery charges apply
• MokaCigar is not responsible for parcels delivered to incorrect addresses due to customer error

Damaged or Missing Items

If you receive damaged goods or missing items:

• Report within 24 hours of delivery
• Retain all outer packaging for courier investigation
• Provide photographic evidence if requested

6. Packaging and Quality Assurance

Protective Packaging

All products are shipped using professional-grade, multi-layer protective packaging designed to:

• Maintain product integrity during transit
• Comply with international shipping standards
• Ensure discreet presentation

Tracking and Communication

• Tracking information is provided via email upon shipment dispatch
• Customers can monitor delivery progress through carrier websites
• Proactive updates are provided for any delivery exceptions

7. Delivery Schedule and Limitations

Non-Delivery Days

• Weekends (Saturday and Sunday)
• UK public holidays and bank holidays

Geographic Considerations

Some remote areas of the UK may require an additional day for delivery beyond standard timeframes.

8. Customer Support

For assistance with shipping inquiries, delivery status, international availability, or any order-related questions, please contact our customer service team:

Email: support@mokacigar.com
Response Time: Within 24 hours during business days

For international shipping inquiries, please email us before placing your order to confirm availability to your destination.

9. Policy Updates

This Shipping Policy may be updated periodically to reflect changes in operations, regulations, or service offerings. Customers will be notified of material changes via email or website notification.

MokaCigar Ltd.
London, United Kingdom
Company Registration: [Insert Registration Number]
© 2025 MokaCigar Ltd. All Rights Reserved.

This policy is effective as of the date listed above and supersedes all previous versions.

Privacy Policy :

Certainly. Below is a remade Privacy Policy tailored specifically for MokaCigar, replacing all references to Havana House, updating references to the UK GDPR and Data Protection Act 2018, and ensuring professional alignment with your London-based tobacco business.

Privacy Policy

Effective Date: [Insert Date]

This Privacy Policy applies between you, the User of this website, and MokaCigar Ltd, the owner and operator of www.mokacigar.com. MokaCigar Ltd takes the privacy and protection of your data seriously. This policy outlines how we collect, use, and safeguard personal information in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Please read this policy carefully.

1. Definitions and Interpretation

In this Privacy Policy:

• “Data” means all personal information you submit to MokaCigar Ltd via this website.
• “Cookies” means small text files placed on your device when you visit the website.
• “MokaCigar”, “we”, “us” or “our” refers to MokaCigar Ltd, a company registered in England and Wales.
• “User” or “you” refers to any third party accessing this website.
• “Website” refers to www.mokacigar.com and any of its subdomains unless excluded by their own terms.

Unless the context requires otherwise:

• The singular includes the plural and vice versa.
• References to statutory provisions include modifications or replacements.

2. Scope of this Policy

This Privacy Policy applies only to your interactions with MokaCigar Ltd via this Website. It does not extend to any third-party websites accessed via links.

3. Data We Collect

We may collect and process the following personal data:

• Full name
• Date of birth (to verify legal smoking age)
• Contact information (email address, telephone number)
• Postal address and postcode
• Demographic data and preferences
• IP address and browser data (automatically collected)

This data is collected when you:

• Register an account
• Make a purchase
• Subscribe to newsletters
• Contact customer support
• Interact with the website

4. Our Use of Your Data

MokaCigar Ltd is the data controller under UK GDPR.

We use your data for:

• Order processing and fulfilment
• Verifying legal age for tobacco purchases
• Internal record-keeping
• Marketing and promotional communication (with consent)
• Website improvement and user experience personalisation
• Market research and analytics

We retain your data only as long as necessary for these purposes or to comply with legal obligations.

5. Data Security

We employ physical, electronic, and managerial measures to protect your data, including:

• Secure servers and SSL encryption
• Access controls and password protection
• Internal data access on a need-to-know basis

However, transmission over the internet is not completely secure. You share data at your own risk.

6. Third Parties

We may engage third-party service providers for payment processing, shipping, analytics, or customer support. These parties have access only to the data necessary to perform their function and are bound by contractual obligations to comply with data protection laws.

We do not sell your personal data to third parties.

7. International Transfers

Where necessary, your data may be processed or stored in countries outside the UK. In such cases, we ensure appropriate safeguards in line with UK GDPR.

8. Cookies

We use Cookies to:

• Improve site performance
• Understand visitor behaviour
• Store user preferences
• Enable secure shopping cart functionality

You may choose to disable cookies in your browser settings, but some features of the site may not function as intended. We comply with the UK Privacy and Electronic Communications Regulations (PECR).

9. Your Rights

You have the following rights under UK GDPR:

• Access your personal data
• Request correction or deletion of your data
• Restrict or object to processing
• Withdraw consent at any time (for marketing)
• Data portability in applicable cases

Requests can be submitted to: support@mokacigar.com

10. Third-Party Links

Our website may include links to external websites. We are not responsible for their privacy practices or content. Please review their respective privacy policies.

11. Accessing and Updating Your Data

To access, update, or delete your data, contact us directly. We may charge a small administrative fee if your request is excessive or repetitive.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law or business practices. Changes will be posted on this page and take effect immediately upon posting. You are deemed to have accepted the terms on your continued use of the website.

13. Contact Us

If you have any questions or concerns regarding this Privacy Policy or how we handle your data, please contact:

MokaCigar Ltd
London, United Kingdom
Email: support@mokacigar.com

Terms & Conditions:

Terms & Conditions

MokaCigar Ltd
Effective Date: [Insert Date]
Last Updated: [Insert Date]

Company Information

MokaCigar Ltd
Trading Address: [Insert Trading Address], London, United Kingdom
Registered Office: [Insert Registered Office Address], London, United Kingdom
Company Registration Number: [Insert Company Number]
VAT Registration Number: [Insert VAT Number]
Email: contact@mokacigar.com
Telephone: +44 7840 480 227

1. Age Verification and Legal Requirements

Minimum Age Requirement

You must be 18 years of age or older to purchase tobacco products from MokaCigar. By placing an order, you confirm that:

• You meet the legal smoking age in your country of residence
• You understand the health risks associated with tobacco products
• You are legally permitted to purchase tobacco products in your jurisdiction

Age Verification Process

We reserve the right to request age verification documentation prior to dispatch. Orders may be delayed pending verification. Delivery personnel may also request identification upon delivery in accordance with UK tobacco regulations.

2. Product Availability and Pricing

Stock Availability

While we strive to maintain accurate stock levels, high demand or supply chain disruptions may occasionally result in delays or temporary unavailability. In such cases, we will:

• Notify you immediately of any stock issues
• Offer suitable alternatives of equal or superior quality at no additional cost
• Provide estimated restock dates where possible

Pricing Policy

• All prices are displayed in Pound Sterling (£) and include UK VAT at the prevailing rate
• Prices are subject to change without notice
• Online prices are exclusive to our website and may differ from other retail channels
• In case of pricing errors or technical issues, we reserve the right to cancel orders before confirmation

No Contract Formation

No binding contract exists until we issue an official order confirmation. We reserve the right to decline orders at our discretion before confirmation.

3. Payment Terms and Security

Accepted Payment Methods

We accept the following secure payment options:

• Credit/Debit Cards: Visa, MasterCard, Maestro, American Express
• Digital Payments: Apple Pay, Google Pay, and other gateway-enabled services
• Bank Transfers: Online banking and wire transfers (subject to verification)

Payment Processing

• All transactions are subject to validation and fraud prevention checks
• We reserve the right to request additional verification for large orders
• Payment must be received in full before dispatch
• We do not store payment card details on our systems

Transaction Security

We utilize SSL encryption and PCI DSS compliant payment processing to protect your financial information. Your payment details are never stored on our servers or accessible to unauthorized parties.

4. Order Processing and Fulfillment

Processing Timeframes

• Standard Processing: 1-3 business days (Monday through Friday)
• Peak Periods: Processing may extend to 5 business days during high demand
• Custom Orders: May require additional processing time as specified

Order Confirmation

You will receive email confirmation upon successful order placement, including:

• Order reference number
• Itemized order details
• Estimated processing and delivery timeframes
• Tracking information (once dispatched)

5. Delivery Terms and Conditions

UK Delivery Options

Standard Delivery (Orders under £50): £3.95

• Royal Mail Tracked 2nd Class
• 2-4 working days delivery estimate

Free Standard Delivery (Orders £50+)

• Complimentary UK delivery on qualifying orders
• Same service level as standard delivery

Premium Items Surcharge Large or heavy items (humidors, accessories, alcohol) may incur an additional £10.00 delivery charge due to special handling requirements.

Delivery Limitations

• We do not deliver on weekends or UK public holidays
• Remote areas may require additional delivery time
• Signature required for all deliveries
• Age verification mandatory at delivery point

International Delivery

International shipping rates are quoted upon enquiry. All international orders require pre-approval and consultation regarding:

• Import regulations and restrictions
• Customs documentation requirements
• Applicable duties and taxes
• Estimated delivery timeframes

6. Returns and Exchanges

14-Day Satisfaction Guarantee

We offer a comprehensive 14-day return policy for your peace of mind:

Eligible Returns:

• Unopened products in original packaging
• Items in resaleable condition
• Proof of purchase provided
• Return requested within 14 days of receipt

Return Process:

1. Contact our customer service team
2. Receive return authorization and instructions
3. Package items securely in original packaging
4. Return via tracked postal service

Refund Processing:

• Refunds processed within 14 days of receiving returned goods
• Original payment method will be credited
• Delivery charges are non-refundable (except for faulty items)
• Return shipping costs are customer’s responsibility

Statutory Rights (UK Customers)

In accordance with the Consumer Contracts Regulations 2013, UK customers have 14 calendar days from receipt to cancel orders and receive full refunds, including standard delivery costs.

7. Product Quality and Warranty

Quality Assurance

All products undergo quality control checks before dispatch. We guarantee that products will:

• Match advertised descriptions and specifications
• Be in merchantable condition upon delivery
• Meet applicable safety and quality standards

12-Month Product Warranty

Unless otherwise specified, all products carry a 12-month manufacturer’s warranty covering:

Within 14 Days: Full exchange or refund for any defects After 14 Days: Repair or replacement subject to warranty terms and conditions

Warranty Exclusions:

• Damage caused by misuse, neglect, or accidents
• Environmental damage (humidity, temperature, impact)
• Normal wear and tear
• Modifications or repairs by unauthorized parties

Damaged or Incomplete Orders

Report damaged or incomplete deliveries within 72 hours of receipt. We require:

• Photographic evidence of damage
• Original packaging retained for inspection
• Detailed description of the issue

Claims reported after 72 hours may not be eligible for resolution.

8. Subscription Services

Recurring Orders

For subscription services, the following terms apply:

• Automatic renewal until cancelled
• Charges processed according to selected frequency
• Customer responsible for all charges prior to cancellation
• Minimum subscription periods may apply

Cancellation Policy

• Cancel anytime through your online account
• Email notification to contact@mokacigar.com also accepted
• Cancellation effective from next billing cycle
• No cancellation fees for monthly subscriptions

9. International Orders and Customs

Pre-Order Consultation Required

International customers must contact us before placing orders to confirm:

• Product availability for your destination
• Applicable shipping restrictions
• Import documentation requirements
• Estimated costs and delivery times

Customs and Duties

Customer Responsibility:

• All customs duties, import taxes, and handling fees
• Compliance with local import regulations
• Accurate recipient information and documentation

Company Obligations:

• Declare accurate invoice values on all shipments
• Provide necessary customs documentation
• Assist with customs queries where possible

Restricted Destinations

We cannot ship to certain countries due to import restrictions, sanctions, or regulatory limitations. Contact us to confirm delivery availability to your location.

10. Customer Service and Complaints

Contact Information

Customer Service Team:

• Email: contact@mokacigar.com
• Telephone: +44 7840 480 227
• Response Time: Within 24 hours during business days (Monday-Friday)

Complaints Procedure

We are committed to resolving all customer concerns promptly and fairly:

1. Initial Contact: Email or telephone our customer service team
2. Investigation: We will investigate your concern thoroughly
3. Resolution: Aim to resolve all issues within 3 working days
4. Escalation: Unresolved matters will be escalated to management

Business Hours

• Monday to Friday: 9:00 AM – 5:00 PM GMT
• Weekends: Email support only (responses on next business day)

11. Website Terms and Data Protection

Website Usage

By accessing our website, you agree to:

• Use the site for lawful purposes only
• Not attempt to compromise site security
• Respect intellectual property rights
• Provide accurate information when placing orders

Product Information

• Product descriptions and images are for guidance only
• Actual products may vary slightly from website images
• We strive for accuracy but cannot guarantee exact specifications
• Manufacturer variations may occur

Data Protection

We are committed to protecting your personal information in accordance with UK GDPR and Data Protection Act 2018. Our Privacy Policy details how we collect, use, and protect your data.

12. Legal Compliance and Liability

Tobacco Regulations

We operate in full compliance with UK tobacco regulations and require customers to:

• Meet minimum age requirements
• Comply with local tobacco laws
• Use products responsibly

Limitation of Liability

Our liability is limited to the maximum extent permitted by law. We are not liable for:

• Indirect, consequential, or special damages
• Loss of profits or business opportunities
• Delays caused by third parties or force majeure events
• Personal injury arising from product misuse

Force Majeure

We are not liable for delays or failures caused by circumstances beyond our reasonable control, including but not limited to:

• Natural disasters
• Government actions or regulations
• Carrier delays or disruptions
• Supplier shortages

13. Changes to Terms and Conditions

Modification Rights

MokaCigar reserves the right to update these Terms & Conditions at any time. Changes will be:

• Posted on our website with updated effective dates
• Communicated to registered customers via email where material changes occur
• Effective immediately upon publication unless otherwise specified

Continued Use

Continued use of our website and services after changes constitutes acceptance of updated terms.

14. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our services will be subject to the exclusive jurisdiction of the English courts.

Consumer Rights

These terms do not affect your statutory consumer rights under UK law, including rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

MokaCigar Ltd
London, United Kingdom
© 2025 MokaCigar Ltd. All Rights Reserved.

These Terms & Conditions are effective as of the date listed above and supersede all previous versions. For questions about these terms, please contact our customer service team.