Q - How long will my order take to arrive?
A - This all depends on the postage option you have chosen. All orders are sent out via Royal Mail First class and then it’s up to you if you wish your order to be with you the day after (orders placed Monday, excluding Bank Holidays, to Thursday before 3.30pm, please note if you placed your order on a Friday it is not guaranteed to be with you on Saturday. Any orders placed after 3.30pm on Friday and over the weekend will be dispatched Monday). International orders normally arrive within seven to ten working days.
Q - Do you do offer any special offers or discounts for large orders?
A - We are unable to put any offers on tobacco leaf related products as it is against the law.
Q - I’m new to pipe smoke smoking, which tobaccos do you recommend?
A -Pipe smoking is very personal and each smoker differs in taste. We recommend our sample packs that we have carefully selected to suit all pipe smokers.
Q - I’m new to pipe smoking, can you help?
A - Please see our ‘Pipe smokers Guide’ where all the information you need is.
Q - Why do you send lighters via myHermes rather than Royal Mail?
A - Even though all our lighters are new and in the original packaging, Royal Mail have a very strict testing process and we have had a number of lighter, as well as the rest of the order, destroyed. To avoid this happening all lighters are sent with myHermes (who are happy to deliver them). If you place an order that contains more products than a lighter and wish to have them sent with Royal Mail please make this clear within the shipping notes when placing your order.
Q - Can I place a regular or previous order quickly?
A - Yes, simply log in to your account and go to previous orders and click on re-order.
Q - I’ve ordered the wrong tobacco, can I return it for the correct re-placement?
A - If your tobacco/cigarettes are in the original and sealed packaging we will exchange it for you. Unfortunately, we cannot accept any tobacco leaf products back that have been opened and are unsealed. This is due to tobacco leaf products been replaced with tobacco that has been imported and not had the duty paid on it. Please make sure that you have received the correct tobacco before it is opened.
Q - Why can’t you ship tobacco leaf products and lighters abroad?
A - Due to strict credit card and shipping restrictions we are unable to ship these products outside the U.K.
Q - I have added a lighter to my order and want next day delivery. Will my order all come together?
A - Due to Royal Mail’s restricted items, we are unable to send lighters with Royal Mail. Lighters are sent via myHermes so it may take a few extra days for you to receive your order. If you have placed a Next day delivery order then we will send all the rest of your order next day delivery (with Royal Mail) and you lighter should arrive a few days after (with myHermes).
Q - How much is the postage cost of my order?
A - This all depends on what you have ordered. Our postage costs are worked out on weight and the postage option you choose. The total cost of your order is worked out before checkout should you wish to amend it in any way. For our full postage costs and terms please see the Shipping and Handling section of our Ts & Cs.
Q - How can I change details with in my account?
A - Simply log into your account and edit your details. If you need help with you log in details please contact us.
Q - I have forgotten my login details, what do I need to do?
A - Please click on forgotten password and we will send you are new one which you can then reset yourself.
Q - I’ve ordered the wrong product, how can I return it?
A - Please contact us via e-mail firstname.lastname@example.org or phone – 0113 21 777 23 and we can arrange for your products to be exchanged for the correct ones. Please note that you will be charged postage again for the exchange to be sent to you.