Frequently asked questions

A short honest record of the questions we are asked most. If the answer you need is not here, write to us directly through the contact page - we reply within one business day.

How do you guarantee the cigars are authentic?

Every Habanos we carry is sourced directly through Habanos S.A. channels. Each box is recorded against its factory code, date code, and seal number on arrival, and we verify the holographic Habanos band and the EMS (English Market Selection) mark before stocking. If you would prefer a written record with your order, request a provenance note at checkout and it will ship with the box.

How long does delivery take and what does it cost?

UK standard delivery is 5–7 business days at £5; express is 1–2 business days at £15. Orders over £200 ship free within the United Kingdom. We deliver within the UK only; outside the UK, contact us for a delivery quote. All UK orders are tracked and may require an adult signature on delivery. International delivery is calculated at checkout and excludes jurisdictions that prohibit Cuban imports.

Do I have to verify my age?

Yes. UK law restricts tobacco sales to adults aged 18 or over. You confirm your age before browsing, again at checkout, and couriers may request photo identification on delivery. If age cannot be verified at any of these points the order will not be released, and any payment taken is refunded in full.

How should I store cigars after they arrive?

Move them into a calibrated humidor within 24 hours of delivery - target 65–72% relative humidity at 16–21 °C. Keep them out of direct sunlight and away from radiators, hobs, and other heat sources. Our boxes ship in humidity-stable packaging with a Boveda pack inside, but that packaging is intended for transit, not as a long-term substitute for a humidor.

What is your returns policy?

You have 14 days from delivery to cancel an unopened order under UK consumer law. Sealed boxes returned in their original condition are refunded in full within 14 days of receipt. Individual cigars, opened boxes, and personalised products are not refundable unless faulty. Faulty or damaged items are replaced or refunded in full - please write to us within 48 hours of delivery so we can take it from there.

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, and the alternative payment methods shown at checkout. All card payments are processed through a PCI DSS-compliant payment provider and we do not store full card numbers on our servers. High-value orders may be subject to additional 3-D Secure verification, which is the bank protecting you rather than us being awkward.

What is the Inner Circle?

The Inner Circle is our membership: a monthly delivery of hand-selected Habanos in three tiers (five, ten or fifteen cigars a month), a standing discount on every order, and a seat at the members’ rare and vintage auctions. It is separate from our free mailing list, which you can join from the footer of any page for occasional notes from the house. Every registered account, member or not, also has the Digital Humidor, Smoke Log and Authenticity Check.

Can I book the lounge for a private event?

Yes. The London tasting room is available for private hire on selected evenings, typically for parties of eight to twenty guests. Capacities, minimum spend, and seasonal restrictions vary; the Private Hire page under Lounges carries the current details and an enquiry form. For bespoke arrangements you can also write to us directly through the contact page.

Do you offer a monthly subscription?

Yes. The Inner Circle membership has three tiers, all delivered monthly: Basic (five regular-production Habanos a month, £199), Premium (ten cigars a month across regular, limited and regional editions, £399) and VIP (fifteen cigars a month including vintage, £599). Pay monthly, or annually with 20% off. Every tier includes a standing discount on orders and a seat at the members’ auctions. See the Membership page to apply.

How do I reach customer support?

Write to info@mokacigar.com or call +44 7464 682500 on weekdays, 10:00–18:00 GMT. The contact page carries a direct form as well. We aim to reply to every enquiry within one business day; weekend messages are answered on Monday morning.