Frequently Asked Questions
Who are Havana House?
Welcome to Havana House, we are a gigantic online humidor packed to the brim with everything an aficionado could need. Whether you are a novice to cigars, a grizzled connoisseur or a certified Cuban maniac, you can now sleep peacefully knowing that you have found the ultimate one-stop-shop for all things tobacco. The business was founded over 20 years ago by entrepreneur Paresh Patel. Now we operate our online store from 9 shops across the country – you can check them out here. In addition to cigars, we also procure a range of gentlemen’s products such as cut-throat razors, loose tobacco, hand crafted pipes, cigar accessories, humidors, rare blends, whisky, rum, premium lighters and much more! We pride ourselves on our unrivaled customer service. If you have any problems, don’t hesitate to contact us! See what other customers think of our service on trusted reviews
Will my order be sent in discreet packaging?
Your privacy is of the utmost importance to us and with our discreet packaging, you can shop with confidence. All orders are sent in plain packaging, with no indication of what’s inside so as not to spoil a gift or present.
How do I know when my order has been dispatched?
We normally dispatch orders same day if you order before 2pm. Dispatch can take up to 2 working days, anytime longer than that we will be in contact to let you know about your order. You’ll be sent a dispatch e-mail with tracking information attached. Tracking normally activates the night you receive the dispatch e-mail so don’t worry if the tracking isn’t working straight away, it means your order is bagged up and waiting for Royal Mail to collect it from us. Royal Mail collect orders from us daily Monday-Friday. Please note that if you order on a Friday afternoon or on Saturday or Sunday your order will most likely be dispatched on the following Monday.
Why has is the seal broken on my new box of cigars?
At Havana House we want to make sure that the cigars you receive are in the best possible condition. We open and check every humidor, box, pack and tubos to check that the cigar is to our very high standards. If the cigar passes inspection we are proud to apply our seal of approval. In the UK Cuban cigar boxes have the seal broken, this is due to stringent checking and approval by Hunters & Frankau and Havana House once the cigars enter the country and are then sent to our shops.
How do I know the Cuban cigars are real?
In the United Kingdom there is a complete guarantee of authentic Cuban cigars, in 1993, Hunters & Frankau introduced the EMS Stamp and since then they have awarded it to all boxes and packs of Havanas that pass an additional UK inspection which is conducted once the cigars have reached their duty paid humidified warehouse. It serves as the traditional guarantee of quality and authenticity for Havanas sold in the UK. In 1997 the colour of the stamps started to change and have continued to do so annually. All packs of Havanas selected for sale by H&F in the UK domestic market bear the EMS stamp. If you would like to learn more you can visit the Hunters & Frankau site.
How will you pack my order?
Wherever possible we will try to pack your order so it can go through a letterbox. Every order is sealed in a zip lock bag and bubble wrapped to ensure it arrives in the best condition possible. For cigars we also offer a range of humidification solutions to keep the cigars in the best condition possible during transit. All of our hand rolled cigar selections come with matches and a cigar cutter.
Does my cigar need to be cut?
If the cigar is pre-cut we will normally state in the description, if your cigar is hand rolled it will most likely need a cigar cutter.
Do you have a newsletter?
If you would like to hear about new products and our monthly promotions you can sign up for our newsletter. We normally send out a weekly e-mail with what is on offer.
Can I click and collect my order?
We are currently trialing click and collect in our Windsor store at 44 Thames Street, SL4 1PR. You can order and collect from us two days later. We hope to roll this out to all our stores in the near future.
Can you send tobacco/cigars to the EU?
Unfortunately we can no longer send tobacco/cigars to the EU. We can send accessories and other non tobacco products.
Do you offer VAT free shopping for overseas orders?
We do have a VAT free service if you’re ordering from a country outside the UK. This can only be applied at checkout. We cannot offer VAT free shopping on previous orders. If you would like the checkout code for VAT free shopping please contact us as [email protected] with your name and country that you’re ordering from and we will send you the code to use at checkout.
Do you price match?
Yes we do price match, if you find an item cheaper on another UK based Cigar website we will happily match the price for you. Please email [email protected] and include the link of the product that you want us to price match and we will get back to you to confirm. Please note price match can only be done once per product. Once the price match is accepted please purchase the product as normal and we will credit your Havana House account using our Reward Point Currency within 7 working days. Once you have the Reward Points you’ll be able to use them for money off your total with your next order with us.
Can I add a gift note?
Yes you can add a gift note on the checkout page in the note box. The gift note will be printed out for you and included in the order package.
How do I apply a gift voucher or discount code?
On the shopping cart page simply add the code in to the coupon code box on the bottom right of the page.
How do reward points work?
To earn reward points you must be logged in to your account when ordering, if you order with a guest account you will not gain any reward points. If you would like to see how to redeem reward points and how reward points are calculated please see the full guide here.
How does the Colibri Two Year Limited Warranty work?
For two years from the date of original retail purchase, we warrant the mechanism of your Colibri-brand product to be free of mechanical defects under normal use according to operation instructions.
Colibri offers this warranty in lieu of all other express warranties. Any warranty implied by law, including warranties of merchantability or fitness, is in effect for the duration of express warranty set forth in the paragraph above. Colibri will honour this warranty to the original purchaser only. Colibri is not liable for consequential damages resulting from the use or misuse of its products.
Coverage under this warranty does not include normal wear to the finish of the product. Scratches to the surfaces of the product are considered normal wear. The warranty does not cover the outer case mechanism, such as the cap and cap hinge, or damage or malfunction resulting from accident, misuse, abuse, tampering or neglect. The warranty does not cover damage from failure to maintain, clean or use your product in accordance with our operating and safety instructions. The warranty does not cover damage resulting from repair, or attempted repair, by anyone other than official Colibri service personnel.
