MokaCigar
Delivery Policy
www.mokacigar.com
Last Updated: 26 February 2026
At MokaCigar, we understand that your cigars deserve the same care in transit that we give them in curation. We use specialist packaging, temperature-conscious dispatch, and reputable carriers to ensure your order arrives in perfect condition.
1. Order Processing
Orders are processed on business days (Monday to Friday, excluding UK public holidays). Orders placed before 1:00 PM GMT on a business day are typically processed the same day. Orders placed after 1:00 PM, or over weekends and public holidays, will be processed the next business day.
You will receive an order confirmation email when your order is placed, and a dispatch confirmation with tracking details once your order has been shipped.
2. UK Domestic Delivery
Standard UK Delivery: 3–5 business days | £4.95
Express UK Delivery: 1–2 business days | £9.95
Next Day UK Delivery: Order before 1 PM | £14.95
Free UK Delivery: On orders over £100
Delivery timescales are estimates and not guarantees. Delays may occur due to courier backlogs, adverse weather, or other factors outside our control.
All UK orders are dispatched using tracked services. You will receive a tracking number by email upon dispatch. Signature may be required on delivery for high-value orders.
3. International Delivery
We ship to selected international destinations. International delivery charges and estimated timescales are calculated at checkout based on destination and order weight. Please note:
Estimated delivery times are 5–15 business days depending on destination and customs processing
MokaCigar is not responsible for delays caused by customs clearance or local postal services
We ship on a Delivery Duty Unpaid (DDU) basis unless otherwise stated — import duties, taxes, and customs fees are the responsibility of the recipient
Some countries prohibit or restrict the importation of tobacco products. It is your responsibility to ensure that importing cigars is lawful in your country before placing an order
Orders may be seized or destroyed by customs authorities in countries where tobacco importation is restricted — in such cases, we are unable to issue a refund
Europe (EU): 3–7 business days
USA & Canada: 5–10 business days
GCC / Middle East: 5–10 business days
Asia Pacific: 7–14 business days
Rest of World: 7–15 business days
4. Packaging
We take exceptional care in packaging your cigars to maintain optimal humidity and protect them during transit. All orders are shipped in humidity-controlled packaging appropriate for the value and quantity of the cigars. Gift packaging options are available at checkout for an additional charge.
Please do not leave cigars in a vehicle or in direct sunlight after receipt. We recommend placing them in a humidor or humidified environment within 24 hours of delivery.
5. Age Verification on Delivery
As a UK tobacco retailer, we are legally required to ensure that tobacco products are only delivered to persons aged 18 or over. Delivery may be refused or held pending age verification. Couriers may request proof of age at the point of delivery. If a delivery cannot be completed due to failure to verify age, re-delivery charges may apply.
If you use a parcel locker, pickup point, or safe place instruction, you confirm that only adults aged 18+ will collect or receive the parcel.
6. Failed Deliveries & Missed Parcels
If a delivery attempt is unsuccessful, our courier will typically leave a notification card and may re-attempt delivery or hold the parcel at a local depot for a specified period (usually 7 days). After this period, undelivered parcels may be returned to us.
If a parcel is returned to us due to a failed delivery, incorrect address, or failure to collect, we will contact you. Re-delivery will be subject to an additional shipping charge. We cannot refund original shipping costs in cases of failed delivery due to customer error or absence.
7. Lost or Damaged Parcels
If your order has not arrived within the estimated timeframe, please contact us at support@mokacigar.com. We will investigate with the courier. Please allow up to 5 business days after the expected delivery date before reporting an order as lost.
If your order arrives damaged, please photograph the packaging and the product immediately and notify us within 48 hours. We will work with you to resolve the issue promptly.
8. Click & Collect (Future)
We plan to offer a Click & Collect option at our flagship location in the future. This option will be made available at checkout when live. We will notify newsletter subscribers when this service launches.
9. Contact
MokaCigar — Deliveries
13 Plympton Avenue, London NW6 7TL, United Kingdom
Tel: +44 7840 480227
Email: support@mokacigar.com
Website: www.mokacigar.com
We aim to respond to all delivery enquiries within 1 business day.