ABOUT OUR OPERATIONS

Please note that by confirming an order containing any tobacco products, you acknowledge and agree that the recipient of these items is of legal age for tobacco consumption in their respective country.

Imperial ember reserves the right to refuse shipment at its own private discretion. By placing an order, you confirm that you are aware of the laws regarding the purchase and importation of cigars to your shipping destination and accept full responsibility for any duties, taxes, customs fees, or delays imposed by domestic Customs authorities.

In the event that the provided delivery address is incomplete or incorrect, we cannot offer a refund or reshipment.

Additionally, if tracking shows that your package has been delivered but is reported missing, we cannot be held accountable. If you choose an untracked shipping method, we will not be able to provide a refund or reshipment in the event of any issues.

Please note that the listed weight per cigar is an average estimate. We do not ship to certain high-risk or prohibited countries, which will not be available at checkout. Under U.S. law, Cuban cigars cannot be shipped to the United States.

Refund, Return, and Exchange Policy

Imperial Ember strives for 100% customer satisfaction and are here to help if any issues arise. However, once an order has been shipped, we are unable to make changes. In the rare event that you are not fully satisfied with your cigars, please contact us within 7 days of receiving your order.

To be eligible for a return or exchange:

• Do not return your purchase to the manufacturer or the address on the parcel; instead, contact us first to arrange the return.
• All items must be returned within 14 days of receipt, in compliance with the Distance Selling Act.
• Items must be returned in their original condition and packaging, including all accessories and paperwork.
• We do not offer refunds or exchanges on gift cards or sale items.

If an item in your order arrives damaged or broken due to our mishandling or incorrect delivery, we will gladly cover return shipping costs, up to £25, once we receive proof of return. For exchanges, we will ship the replacement after receiving the original item, and delivery times will vary.

If a return is required due to an incorrect address, uncollected parcel, or Customs rejection, a service charge of £45 will be applied. Please contact us within 30 days to arrange reshipment or a refund.

Once your order has been dispatched, you cannot refuse shipment. If a customer refuses to pay applicable duties and the package is returned to us, we will charge a £45 fee to cover the initial shipping costs. Repeated refusals will result in account closure.

Please note that we cannot accept returns based solely on personal taste preferences for cigars, as taste is subjective.

Refunds (if applicable)

Once we receive and inspect your returned item, we will notify you via email. You can then choose a refund to the original payment method or store credit. Replacements, store credit, or refunds will be issued for damaged or incorrect shipments within 3 days of receipt.

Late or Missing Refunds

If you have not received your refund within 14 days, please check with your bank or credit card company, as it may take time for the reversal to process. If you have already done this and still have not received your refund, please contact us for further assistance.