Delivery

Order preparation

Orders are normally prepared and dispatched within 5–8 business days after cleared payment. This preparation period allows us to complete stock, condition, authenticity and security checks before goods leave our care.

Rare, vintage, collectible or high-value orders can occasionally require additional time. If a material delay is expected, we will contact you.

UK delivery

Available UK delivery services and charges are shown at checkout. Carrier transit times begin once your order has been dispatched and are estimates unless the selected service is expressly described as guaranteed.

When tracking is available, the tracking details will be sent after dispatch. Please ensure that your delivery address and contact details are correct before completing your order.

Store pickup

If Store Pickup is available at checkout, please wait until you receive an email confirming that your order is ready before travelling to the store.

Pickup is from Havana Cigar Exchange inside The Park Tower Knightsbridge Hotel, 101 Knightsbridge, London SW1X 7RN. Please enter through the hotel's main entrance and find us within the lobby.

International delivery

We ship to eligible international destinations using tracked services where available. Delivery estimates vary by destination, carrier and customs processing. International transit and customs-clearance times cannot be guaranteed.

The recipient is responsible for ensuring that the goods can lawfully be imported and received in the destination country.

Duties, taxes and customs

Unless checkout expressly states otherwise, import duties, local taxes, customs charges, brokerage fees and other destination charges are payable by the recipient. These charges are not controlled by Havana Cigar Exchange.

Customs authorities may inspect, delay, refuse, seize or return a shipment in accordance with local law. We cannot accept responsibility for delays caused by customs procedures or destination-country restrictions.

Destinations we do not currently serve for tobacco or Cuban products

We currently do not ship tobacco or Cuban products to the following destinations:

United States, Canada, France, Italy, Greece, India, Saudi Arabia, Vietnam, Turkey, Norway, Finland, Hungary, Sweden, Portugal, Slovakia, Switzerland and South Africa.

This list may change as regulations and carrier requirements change. If your destination is not available at checkout, please contact us before placing an order.

Delivery delays

If your parcel is delayed after dispatch, please contact us and we will assist with the carrier enquiry where appropriate. Weather, customs, security checks, carrier disruption and other events outside our reasonable control can affect delivery times.

Loss or damage in transit

For consumer orders where we arrange the carrier, risk remains with us until the goods are delivered to you or to a person you nominate to receive them. If an order arrives visibly damaged, photograph the outer packaging and contents and contact us promptly.

If tracking indicates a parcel may be lost, contact us so that we can investigate with the carrier. Please do not dispose of damaged packaging until the matter has been resolved.

Questions about delivery

Email info@havanacigarexchange.com or call +44 (0)20 7245 6236. For urgent store-location assistance, you can also contact us through WhatsApp from our Contact page.