1.No Account is required to place an order with us. We offer a guest checkout option at checkout so no additional information needs to be added. However this also means you might miss out on promos and becoming a member of our rewards program that we offer to our registered account holders
2.We have a dedicated new customer account page to get you started by click HERE! The account stores all of the information about all your orders, what you ordered and the tracking code if you requested one in the shipping options.
3.We have a ‘Sign In’ link in the header of Desktop website, next to the basket icon. On mobile you will find it in the burger menu. Click the link and you will be prompted to enter your email address and password details.
5.Once an order is completed they are held in your account area. You will also receive an email notification from us confirming your order has successfully received. The account area will also hold all previous orders.
6.Successfully completed orders you will see an ‘Order Confirmed’ screen with your order reference number after checkout. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.
If you see an issue or find a problem then please get in contact with our customer service team for further support by clicking HERE!
7.Already placed an order and want to change details? We are here to help, just get in contact with us as soon as possible by clicking HERE! see what we can do to support you.
Please ensure to include your order number and new shipping address or change required and we will do our best to change the order before it is dispatched. If you have already received a dispatch email notification unfortunately it is too late to make changes to your address. Once we receive the order back we can arrange shipping to a new address.
8.As soon as you place your order, we’re on it – we know you need it fast!
If you require a cancellation please get in contact and we will try our best to accommodate however orders that have already entered our shipping system cannot be cancelled. We ship all orders the same day when placed before 4.00pm, therefore we also cannot cancel orders once they are dispatched.
You can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. You have 30 days in which to do this.
Please contact us via email, complete with your order number and we will do our best to cancel the order.
9.We dispatch all free shippings orders via Royal Mail First Class and whilst our estimated shipping times are accurate it can take up to 14 days to receive your order.
If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct. If all details are correct and 14 days has passed, please contact our customer support team who will be more than willing to help.
10.We ensure our best selling and new product releases are in-stock all the time, but sometimes popular items sell out quickly. If an item isn’t available, you can contact us for stock check by clicking HERE!
11.In your account area there is a ‘Reorder’ button next to each item in your order history. Simply click the reorder button next to the item you want and it will instantly be added to your basket.
13.Unfortunately you are unable to use multiple discounts per order. When redeeming reward points these currently are converted to discount codes, therefore you are unable to use a discount code as well as reward points.
14.You can claim your 10% first order discount code by entering your email address in either the newsletter pop-up box or in the signup box at the foot of each page. We will send you an email asking to verify your details, once confirmed you receive the 10% discount code via email.
15.Yes indeed we ship worldwide. If you have further questions please get In Contact.
16.If you are in the UK your order will be shipped Royal Mail First class as standard and does not come with tracking.
All packages shipped via Royal Mail now come with a confirmation code when the items have been successfully delivered. If the value of your order is over £20 it will be shipped via the Royal Mail SIgned service or you can upgrade to DPD Next Day service that can be tracked via your personal account area.
We will also email you a shipping notification with the tracking code. If you would like your order shipped with tracking you can upgrade for £1.99 to our Royal Mail 24hr service when your order is below £50. Please select this option in the checkout area of the website. For orders from outside the UK, they will be sent tracked and require a signature upon delivery.
17.On Average the following rule applies with the free services if upgraded service are not selected:
- UK Delivery is normally 2-3 working days
- Mainland Europe 3-7 working days
- Rest of the world 5-14 days
18.All orders are dispatched same day when placed before 4pm, Monday to Friday. Orders placed on a weekend (Saturday - Sunday) will be processed the following Monday. Bank Holidays are the only exception, if an order is placed on a public holiday they will be processed the next working day.
19.You will receive a shipping confirmation when your is dispatched. If you have not received a shipping notification via email it means your order has not yet been dispatched. If you have any questions regarding the status of your order please get in touch with our customer support team by clicking HERE!
20.We Offer FREE SHIPPING in the UK. For more details on shipping rates and options please see our Shipping page HERE!
If you are outside of the UK shipping rates are based on weight and location.
21.Yes we do, guaranteed next day shipping is £5.99 or FREE on orders over £50.
To ensure your order is qualifies for next day shipping they must be placed before 4pm Monday - Thursday. Guaranteed next day delivery orders placed after 12pm on a Thursday or on a Friday will be processed the following Monday.
For Saturday delivery you will need to select the Saturday Special Delivery option if placing an order on a Friday. The cut off time for Saturday guaranteed delivery is also 4pm Friday.
22.We accept all major credit cards including Visa, Mastercard and American Express.
We also Accept Paypal and Klarna Buy Now Pay in 30 Days.
23.Yes, we offer buy now, pay later services through Klarna. Please select Klarna as your payment method, and you will be redirected to Klarna for approval. For further information please click HERE!
24.There are a number of reasons why you might be having trouble completing your purchase.
The most common problems are around your billing/card information being incorrectly entered. Make sure the billing information is correct to the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address however if the billing address does not match the order is likely to be rejected.
Please ensure the card details have been entered correctly and that the all details including the CV2 (the 3 digits on the back of your card or 4 digits on the front if using Amex) are correct.
Finally check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express. If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.
If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem by clicking HERE!
25.Yes we do please start your journey by adding items to your cart and once you get to the checkout page you will be provided an option to pay using paypal.
26.If your order arrived incomplete or there was a mistake please contact our customer services team by Clicking HERE remembering quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency and we will endeavour to resolve the issue.
27.If you run into issues on mycigara.com please get in contact by clicking HERE! A customer services team member who will be in touch to either resolve the problem or arrange for a replacement to be sent out.
We may require the faulty item to be returned to us for a technician to test. All products sold on the myCigara website come with a warranty. For further details please view our Warranties page.
28.Please get in contact immediately by clicking HERE! if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged we may not be able to help.
29.Our Online Gift cards can be used online only as one of the methods of payment available for your order. You will see the options available to you during the checkout process. You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card.
You can also use your gift card as part payment, together with any other approved payment option.
Here are some further terms and conditions around our gift cards;
- Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Gift cards cannot be used to buy further gift cards.
30.Shop as usual on myCigara.com and then proceed to checkout. During checkout, you will be asked to enter code for your Gift Card you wish to use. Enter the digit number gift card number Click Apply & continue the checkout process.