Refund policy
Our Commitment
At Arcadia Cigars Church Street, we are committed to offering a refined retail experience, guided by provenance, discretion and product integrity. Every item is handled with care and sourced with attention to quality. We kindly ask all clients to review this policy before placing an order.
Return Eligibility
Returns must be requested within 14 days of the purchase date. Items must be unused, undamaged and returned in their original packaging, together with valid proof of purchase. Personalised, bespoke, pre-order or special-order items are non-refundable, unless they are proven to be faulty or damaged upon receipt.
Pre-Orders & Special Orders
Pre-order and special-order items are sourced specifically at the client’s request. Once confirmed, these orders are final and non-refundable. Any estimated delivery dates provided are indicative only and may be subject to supplier, courier, customs or regulatory delays beyond our control.
Delivery Delays & Customs
Arcadia Cigars Church Street does not accept responsibility for delays caused by circumstances outside its control, including supplier delays, courier disruption, customs inspections, clearance processes, regulatory requirements or import restrictions. Such delays do not constitute grounds for cancellation or refund.
How to Request a Return
To request a return, please contact us at sales@arcadiacigarschurchstreet.com. If the return is approved, our team will provide a Return Authorization number and return instructions. Items must be securely packaged with all original contents and documentation. Returns sent without prior authorisation may not be accepted.
Refund Process
Once a returned item has been received and inspected, any approved refund will be processed to the original payment method. Shipping and handling charges are non-refundable, unless the return is due to an error on our part.
Exchanges
Exchanges may be considered subject to product availability and approval by our team. Please contact us before returning any item for exchange.
Contact
For any questions regarding returns, refunds or exchanges, please contact Arcadia Cigars Church Street at sales@arcadiacigarschurchstreet.com or by phone on 01273 911314.