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Delivery

Same Day Dispatch

Applies to all orders received before 3pm Mon-Fri and before 10:30 on Saturdays excluding public holidays and any other occasions when the Post Office is closed. Same Day Despatch is subject to stock availability. In the unlikely event we are out of stock of any items you order, we shall contact you immediately with an estimated delivery time and the option to alter or cancel your order if you wish.

 

Packaging

Royal Mail requires that items should be packaged suitably depending on the nature of the items in the parcel.

Some items on our website are listed with the option of packaging in a jiffy bag or card board box to reduce postage and packaging costs. This option is provided for our customers benefit at the customers risk. If the customer chooses the cheaper option, and chooses to have their order packaged in a jiffy bag the order is sent with no guarantee against damage. If no option is provided for any of the items in the parcel, Online Tobacco Shop LTD accepts responsibility for packaging the order correctly according to Royal Mails guidelines.

 

UK Postal Options

1st Class Packet/2nd class packet:

  • Standard un-Tracked delivery service.
  • 98% of parcels are delivered within 2 working days.
  • Estimated delivery time: 1-3 Working Days
  • Insurance: £41.00
  • Deemed Lost: 15 Working Days

 

In the event of loss/non delivery:

Compensation is at the discretion of Royal Mail and no orders can be re-issued/refunded until a valid claim has been processed. Royal Mail do not consider any parcel as lost (and therefore a claim cannot be processed) until 15 workings days from the date of dispatch. If your parcel has not arrived after 15 working days and we are confident Royal Mail have no reason to refuse the claim we will offer to refund/re-send your order up to the value of £41.00.

 

1st Class/2nd class Signed for:

  • Tracked delivery service, requiring a signature on delivery.
  • 98% of parcels are delivered within 2 working days.
  • Estimated delivery time: 1-3 Working Days
  • Insurance: £41.00
  • Deemed Lost: After 15 Working Days

 

In the event of loss/non delivery:

Royal Mail will not accept responsibility for non-delivery if nobody is there to sign for the parcel. A card will be posted through the door informing the customer to collect from the local sorting office or to arrange re-delivery. If the parcel is not collected within 7 days the parcel will be returned to Online Tobacco Shop LTD. Online Tobacco Shop LTD can re-send the parcel at the customers expense or refund the goods according to the usual returns policy. Compensation is at the discretion of Royal Mail and no orders can be re-issued/refunded until a valid claim can be processed.

Royal Mail do not consider any parcel as lost until 15 workings days from the date of dispatch and therefore a claim cannot be processed until 15 working days has passed. If your parcel has not arrived in 15 working days and we are confident Royal Mail have no reason to refuse the claim we will offer to refund/re-send your order up to the value of £41.00. If Royal Mail has proof of delivery we cannot refund/re-issue an order.

 

Special Delivery:

Guaranteed, fully tracked next WORKING day delivery before 1pm, which requires a signature upon delivery.

  • Guaranteed delivery time: Next Working Day
  • Insurance: £500-£2500 (Optional)
  • Deemed Lost: After 10 Working Days

 

In the event of loss/non delivery:

Royal Mail will not accept responsibility for non-delivery if nobody is there to sign for the parcel. A card will be posted through the door informing the customer to collect the parcel from the local sorting office or arrange re-delivery. If the parcel is not collected within 7 days the parcel will be returned to Online Tobacco Shop LTD. Online Tobacco Shop LTD can re-send the parcel at the customers expense or refund the goods according to the usual returns policy.

 

Compensation is at the discretion of Royal Mail and no orders can be re-sent/refunded until a valid claim can be processed. All though Special Delivery is a next day delivery service, they do not consider a parcel as lost until 10 workings days from the dispatch date. Therefore a claim cannot be processed until 10 working days has passed. This is to allow time for the parcel to be returned to Online Tobacco Shop LTD if nobody is there to sign for the parcel. If 10 days has passed and the parcel has not been returned to ourselves and we are confident Royal Mail has no reason to refuse the claim we will offer to re send or refund the order up to the selected insurance value. If Royal Mail has proof of delivery we cannot refund/re-issue an order.

 

Special Delivery Saturdays:

Guaranteed, fully tracked next day delivery before 1pm including Saturday delivery. Requires a signature upon delivery.

  • Guaranteed delivery time: Next Day (excluding Sundays and Bank Holidays)
  • Insurance: £500-£2500 (Optional)
  • Deemed Lost: After 10 Working Days

 

In the event of loss/non delivery:

Royal Mail will not accept responsibility for non-delivery if nobody is there to sign for the parcel. A card will be posted through the door informing the customer to collect the parcel from the local sorting office or arrange re-delivery. If the parcel is not collected within 7 days the parcel will be returned to Online Tobacco Shop LTD. Online Tobacco Shop LTD can re-send the parcel at the customers expense or refund the goods according to the usual returns policy.

 

Compensation is at the discretion of Royal Mail and no orders can be re-sent/refunded until a valid claim can be processed. All though Special Delivery is a next day delivery service, they do not consider a parcel as lost until 10 workings days from dispatch. Therefore a claim cannot be processed until 10 working days has passed. This is to allow time for the parcel to be returned to Online Tobacco Shop LTD if nobody is there to sign for the parcel. If 10 days has passed and the parcel has not been returned to ourselves and we are confident Royal Mail has no reason to refuse the claim we will offer to re send or refund the order up to the selected insurance value. If Royal Mail has proof of delivery we cannot refund/re-issue an order.

 

Overseas Postal Options

PLEASE NOTE THAT DUE TO NEW CREDIT CARD RULINGS UK TOBACCO RETAILERS CAN LONGER ACCEPT CARD PAYMENTS FOR ORDERS SENT OVERSEAS. THE FOLLOWING INFORMATION IS FOR ORDERS PROCESSED VIA BACS (Bank transfers)

 

ESTIMATED delivery times

  • Western Europe 3-5 days
  • Eastern Europe 4-7 working days
  • 7-10 working days for the rest of the world.

Delivery can take up to 25 working days and no orders can be re-issued or refunded until 25 working days has passed.

 

THE CUSTOMER IS SOLELY RESPONSIBLE FOR CUSTOMS, IMPORT DUTIES AND TAXES. Online Tobacco Shop LTD is not responsible for any national, regional or local customs, duties or taxes imposed by governmental authorities outside the U.K. We cannot and will not ring individual authorities to obtain import restrictions and duties for products. Please contact local import officials in your country for details on the duties and taxes you will be required to pay upon receipt of your shipment. Commercial goods cannot be marked as "gift" to avoid import duties, and the contents or value of the items contained in any shipment cannot be falsified on import paperwork.

 

Standard Airmail:

Non-registered delivery service insured up to £41.00 and is used entirely at the customers risk. Generally delivered in 3-7 working days depending on the destination but in some cases can take up to 25 days. Compensation is at the discretion of Royal Mail and no orders can be re-issued/refunded until a valid claim can be processed. All though Royal Mail advertise Airmail as a 3-5 day delivery service this relies on the postal service of the destination country, therefore they do not consider a parcel as lost until 25 workings days from dispatch. We cannot re-issue/refund any orders until 25 working days have passed. If after 25 working days we feel confident that Royal Mail will compensate for the loss we will happily resend/refund your order up to £41.00.

 

International signed for:

Fully tracked parcels with priority handling for quicker delivery. The parcel requires a signature at the destination address for added security and is insured up to £41.00 with the option of additional insurance up to £500. Royal Mail will not accept responsibility for non-delivery if nobody is there to sign for the parcel. Depending on the destination countries postal service a card will usually be posted through the door informing the customer to collect from the local sorting office or arrange re-delivery. If the parcel is not collected the parcel will be returned to Online Tobacco Shop LTD. Online Tobacco Shop LTD can re-send the parcel at the customers expense or refund the goods according to the usual returns policy. Compensation is at the discretion of Royal Mail and no orders can be re-issued/refunded until a valid claim can be processed.

 

Airsure:

Parcels tracked into the country with priority handling in the UK and destination country for quicker delivery. Depending on the postal service in the destination country the parcel will be electronically scanned to prove the parcel has been delivered to the destination address but it does not require a signature. Insured up to £41.00 with the option of additional insurance up to £500. Royal Mail will not accept responsibility for non-delivery if nobody is there to sign for the parcel. Depending on the destination countries postal service a card will usually be posted through the door informing the customer to collect from the local sorting office or arrange re-delivery. If the parcel is not collected the parcel will be returned to Online Tobacco Shop LTD. Compensation is at the discretion of Royal Mail and no orders can be re-issued/refunded until a valid claim can be processed. All though Royal Mail advertises Airsure as a priority delivery service this relies on the postal service in the destination country, therefore they do not consider a parcel as lost until 25 workings days from dispatch. We cannot re-issue/refund any orders until 25 working days have passed.