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 our warehouse. If you are a UK customer and you have not received your order within 7 days of dispatch date, then you must notify us within these 7 days. If you notify us after these 7 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 ultimately comes 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. Havana House 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.
Please note deliveries are not dispatched over bank holidays and weekends.
We offer FREE UK Delivery (Royal Mail 2nd Class) – Usually 3-4 Working Days Delivery from the time it is dispatched) on all orders over £50. You can upgrade to Express Shipping for £5.95 if you would like your order to be shipped via Royal Mail 1st Class. Please note that some areas of the country will take an extra day to deliver to.
£3.95 Standard Shipping (Royal Mail 2nd Class) Monday to Friday only. Please allow 3-5 working days for your delivery upon dispatch. All UK orders over £50 and over are delivered free of charge but can be upgraded to Express Shipping. Please note that orders with upgraded shipping will be given dispatch priority.
£5.95 Express Shipping (Royal Mail 1st Class) Monday to Friday only. Please allow an estimated 2-3 working days from the day you order (excluding bank holidays) for your delivery. This is not a guaranteed delivery service as Royal Mail can no longer guarantee next day delivery on 1st class mail. If you order before 2pm we will do our best to dispatch your item same day Monday-Friday. In some cases we will use DPD instead of Royal Mail for alcohol or large parcels over 2kg. DPD on average will take 2-3 days for delivery and you will be sent a tracking number for your order.
International Shipping cost will be quoted at check out and will be sent via Courier or Royal Mail if you’re based in China
Shipping to countries outside the UK
We do ship all of 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.
Also 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.