Shipping policy

Delivery Information

Stock permitting, your order will be posted by Royal Mail. We will do our very best to post your items to you as soon as possible. However, some of our products are sourced directly from the supplier, so they may take a little longer to be delivered.

ORDERS ARE NOT PROCESSED OR DISPATCHED ON WEEKENDS AND BANK HOLIDAYS.

Please note we are closed over the weekends and bank holidays. Therefore, some phone messages and web enquiries may be delayed in answering.

Our postal packaging
All orders are dispatched in unbranded packaging with no reference to cigars or tobacco.

Delivery Errors & Lost Orders

Delivery errors must be reported within 1 day of date of delivery. All orders are checked and double checked before leaving us. If you are a UK customer and you have not received your order within 10 days of dispatch date, then you must notify us within these 10 days. If you notify us after these 10 days then we will not be responsible for its location, and we may not be able to claim for the parcel if it lost/stolen.

If you have received your parcel in poor condition/damaged or have items missing. You must keep all outer packaging so that the courier can collect the box for their investigation.

Address Error and Resending Orders

Please double check your delivery address when ordering, if you have entered the wrong address, please contact us immediately and we will change the address for you if it has not been dispatched yet.

If you enter the wrong address and do not get in contact with us straight away the parcel will usually come back to us and you will have to pay to have your order resent, in the event of this happening a link for re sending will be sent to you. Once this charge has been paid your order will be sent to the nominated address.

If a customer inputs any incorrect address details on their order, which causes the parcel to be delivered incorrectly or delays the parcel. Robusto House Ltd will not be held any responsibility for this parcel. i.e., the customer will have to try and retrieve the parcel themselves at their cost.

Gifts and Delivery to an alternative address

If you want us to ship to an address that is different to the billing address, although this isn't a problem, PLEASE contact your credit card company and inform them that you are purchasing a mail order transaction and having it shipped to a different address. This ensures they will allow us to process the charge without delay.
Please make sure that you enter the full billing address on the order form as registered with the card issuer.

Delivery Charges

Please note deliveries are not dispatched over bank holidays and weekends.

We offer Royal Mail 24 hr tracked; 48hr tracked and Royal Mail Special delivery on our orders.

If you order before 2pm we will do our best to dispatch your item same day Monday-Friday.

Please refer to Royal Mail terms and conditions : https://www.royalmail.com/terms-and-conditions

£4.85 Standard Shipping (Royal Mail 24hr tracked Class) Monday to Friday only. *
*Please allow an estimated 1-2 working days for your delivery upon dispatch. Royal Mail aim to deliver next day, but it is important to note that this is not guaranteed. For further details, please refer to the terms and conditions at Royal Mail Terms & Conditions * concerning circumstances beyond reasonable control.

£4.15 Standard Shipping (Royal Mail 1st 48hr tracked Class) Monday to Friday only. *
*Please allow an estimated 2-3 working days for your delivery upon dispatch. it is important to note that this is not guaranteed. For further details, please refer to the terms and conditions at Royal Mail Terms & Conditions * concerning circumstances beyond reasonable control.

£9.00 Royal Mail special delivery Monday to Thursday only if ordered before 2pm.**
**Please allow an estimated 1-2 working days from confirmation of dispatch (excluding bank holidays) for your delivery. While Royal Mail strives for next-day delivery, it is important to note that this is not guaranteed. For further details, please refer to the terms and conditions at Royal Mail Terms & Conditions * concerning circumstances beyond reasonable control.

(Saturday & Sunday are not considered as working days by Royal Mail)

In the event that there is no-one at home when Royal Mail attempted to deliver your parcel to your address, they may leave a red 'something for you' card. The card explains why they couldn’t deliver and shows how you can collect your item or arrange a Redelivery.

The card will either detail the local customer service point (CSP) Your card will give details of where this is and the opening hours. It will also tell you how long to wait before trying to collect.

OR, Royal Mail may leave a red card if they have left your parcel with a neighbour, or in your Safeplace.

The card and notification will direct you to where your parcel is.

Royal Mail will hold items for 18 days. If your parcel is not redelivered or collected in that time, they will return the package back to us.

Shipping to countries outside the UK

We do ship all our products to Northern Ireland.

Delivery to Europe – Please be aware we can no longer send tobacco products to the EU due to current legislation.

We currently do NOT ship to Australia, Canada, and the United States. We cannot send tobacco products to the Republic of Ireland; this is part of the new EU regulations on tobacco.

We are also currently NOT delivering to Qatar due to customs restrictions. We are hopeful that this is only temporary, and Qatar will be added back to our shipping list once this is resolved.

If you reside outside of the UK we will not be liable for any import or customs duties you may be charged.

It will be your full responsibility for all postal charges, return shipment costs, customs charges and handling fees should you refuse to accept a parcel due to import duties or taxes.