Returns Information

Changed Your Mind? No Problem

We hope you love your order, but if it’s not quite right, we’re here to help.

  • You can return your item(s) within 14 days of receiving them for a full refund (excluding original postage costs).
  • If it’s been between 15 and 30 days, let us know, and we’ll be happy to offer you a gift voucher for the value of your purchase.

To make the process as smooth as possible, we ask that you send the item(s) back to us within 14 days of notifying us of your intention to return.

Once we receive your returned item(s), we'll process your refund back to your original payment method. Refunds are typically processed within 7 working days of receiving the returned item(s).

Unfortunately, returns requested after 30 days will not be accepted.
 
Tips for returns

  • Please get in touch with our team via enquiries@smoke-king.co.uk, letting us know your order number and the item(s) that you're returning.
  • Please ensure your item(s) are returned in as-new condition, with the original packaging, and in a re-saleable condition. If you return a used item(s), they will not be eligible for a refund. In such cases, we will contact you to explain that the return cannot be accepted and offer to return the item(s) at your expense.
  • Always use a Tracked service, you're responsible for the goods until they reach us.

 

Returns For Faulty Items

Oh no! We're sorry to hear there's been a problem with your order. Don’t worry, we’re here to help.

What to Do:


If you think your item is faulty, please get in touch with us, and we’ll arrange a free return for you.

Here’s What Happens Next

  • Within 30 days of receiving your item: You can choose a full refund or a replacement, whatever works best for you.
  • After 30 days but within 6 months: We’ll offer a replacement or a gift voucher for the value of your purchase.
  • After 6 months: We will still do our best to help, but you will need to provide proof that the item was faulty when you received it.

How to Return Your Item

We’ll send you a returns link with options to make things easy:

  1. Home Collection: Schedule a collection, and if you don’t have a printer, Royal Mail will bring the label with them.
  2. Drop-off: Print a label at home and drop your parcel off at a Royal Mail Post Office or Parcel Postbox.
  3. Print at the Post Office: Take your parcel and the QR code (on your phone or printed) to a participating Royal Mail Post Office. They’ll scan the code and print the label for you.

We’ll cover the cost of return postage, and if you’re returning the entire order, we’ll refund your original delivery cost too.

Important Notes

  • If we send a replacement before receiving the faulty item, we kindly ask that you return the faulty item within 14 days. If we don’t receive it in time, we reserve the right to charge for the replacement.
  • Items that are faulty due to misuse, accidental damage, or normal wear and tear are not eligible for a refund or replacement.

If you have any questions or need help with your return, please get in touch, we are here to make it right.

Tobacco Products


  • As tobacco products are consumables, they come with special return terms for safety and quality reasons.
  • We can only accept returns of tobacco products (like cigars, cigarettes, hand-rolling tobacco, pipe tobacco, snuff, and vapes) if the packaging is completely unopened and sealed.
  • Unopened items can be returned within 30 days, following our standard returns policy.

Taste and smoking preferences, such as "harshness," flavor, or variations in humidity (as tobaccos naturally hold different moisture levels), are not considered faults and won’t qualify for a refund or replacement. If you believe there’s a genuine issue, like a manufacturing defect, please let us know and provide details. We’re always happy to investigate and assist where we can.

Cigars

Once a cigar has been cut or lit, it is considered used, and we are unable to accept it for return unless a genuine manufacturing defect is identified.

  • We ask that you carefully inspect your cigars before cutting or lighting them.
  • If you experience an issue with a lit cigar, such as an uneven burn or a construction problem, please contact us with details and provide photographic evidence. If a fault is identified, it will be addressed in line with our Faulty Product Policy, and an appropriate resolution will be provided.

Please note that if you are unable to provide evidence of the issue or return the affected cigar for inspection, we may be unable to assist further.

 

Bereavement Refund Policy

We’re sorry for your loss, and we want to make handling returns and refunds as easy as possible during this difficult time. Below is a quick guide on how we process refunds when the original cardholder has passed away.

Non Tobacco Products

  • For returns related to bereavement, we offer flexible timescales. While our usual returns policy is 30 days, we understand this may not always be feasible in these circumstances.
  • We can extend the return period up to 60 days from the date of the order for bereavement-related returns.

Tobacco Products

  • Tobacco products can only be returned if unopened and sealed in the original packaging within 30 days of receiving the item(s)
  • If the packaging has been opened, unfortunately, we are unable to accept the return for health and safety reasons.

Refunds to the Original Payment Method

  • Refunds are usually processed to the original payment method. If the card is no longer active, we’ll need some proof of the estate’s status, such as a death certificate and authorisation to handle the deceased’s affairs.

Refunds to the Estate

  • If the original payment method can’t be used, we can issue refunds to the deceased’s estate. You’ll need to provide the death certificate and proof that you are the authorised estate administrator.

How to Request a Refund

Please get in touch with our customer service team with the following:

  • A copy of the death certificate.
  • Proof that you are authorised to handle the estate (such as a letter of administration).

Once we have everything, we’ll process your refund to the appropriate account. If you have any questions, feel free to contact us. We’re here to help.

Our returns address

Greens Holdings UK Limited
Unit E2 Otley Mills
Ilkley Road,
Otley
West Yorkshire
LS21 3EE.


About Shipping Insurance

Shipping insurance is £1 or 1% of your order value, and ensures your order is protected against damage, loss and theft.  

The benefits of our shipping insurance include;

  • Protection against loss - If your order is damaged, or lost during delivery we'll replace it, no quibbles
  • Peace of mind - For high value orders we protect against something going wrong, knowing we'll get your order to you as quickly as possible
  • Customer services - Our team are on-hand to keep track of your parcel, and do everything they can to put it right.

How it works

  • Simply choose the option during checkout, from £1
  • In the event of any problems get in touch with our team who'll ensure your order reaches you without delay.