We're a family-owned business, and we're committed to offering the best levels of service so you're satisfied with your shopping experience. We aim to be honest and transparent in the way we work, these terms and conditions are binding in the following situations;
- When you visit our website (smoke-king.co.uk)
- When you register for an account on our website
- When you place an order with us
- When you get in touch with us with a sales or order query
1 Who we are
We're an independent, family-owned British business specialising in selling tobacco online. Our company information:
Smoke-King and Smoke-King.co.uk are trading styles of Greens Holdings UK Limited, a company registered England & Wales Company No. 10622615.
Our contact information:
Telephone - 0113 217 7723
Email - email@example.com
We send SMS notifications from 0770 177066, but this number can't receive responses.
Our registered office and showroom (please pop in; we'd love to show you around) is Unit E2 Otley Mills, Ilkley Road, Otley, Leeds, LS21 3EE.
2 Our Working Hours
You can order online and access your account 24/7 at www.smoke-king.co.uk. Our teams are here to help when you need them;
2.1 Customer Services
Customer services can help with order queries, delivery questions and placing a new order over the phone;
- Via the telephone on 0113 217 7723 (Monday - Friday 09:15 - 17:00)
- Via email at firstname.lastname@example.org (Monday - Friday 09:00 - 17:30)
- Via live chat across our website (Monday - Friday 09:00 - 17:30)
2.2 Customer services normal working hours are Monday to Friday, and we are open over the Bank Holiday
2.3 We take a well-earned break over Christmas, and our Customer Services team usually operates on a skeleton service - details will be published on the Contact us page
2.4 We may temporarily close or limit access to our telephone lines or email support during peak periods or for other purposes such as staff training.
3 Warehouse and Dispatch
3.1 Our warehouse and dispatch teams manage orders six days a week, Monday to Saturday including Bank Holidays.
3.1 Bank Holidays can affect the delivery as not all carriers collect parcels on Bank Holidays.
4 Pricing Information
We strive to ensure the pricing published on our website is correct; it's what the law calls an "invitation to treat", which means a retailer is entitled to decide the price to charge for goods.
4.1 It's important to let you know that the law also says that a customer can't insist we sell an item for a marked price, whether or not we've made a mistake. Under law, if we accidentally misprice an item we're not obliged to supply the item at the stated price, as long as we let you know before we dispatch the item to you.
4.2 We closely monitor our pricing to ensure we deliver great value; we'll get in touch if you've underpaid or overpaid for any item on your order. If you're unhappy with the price, you're entitled to a full refund - that's your consumer rights.
5 Our Age Verification Process
The rules for buying age restricted products online are the same as if you're shopping in-store, which means we'll need to confirm your age when you buy from us - it's the law.
5.1 When you place an order with us for the first time we'll automatically email you to complete our Age Verification process. It's simple, and takes under a minute.
5.2 We'll ask you to securely upload some Government-issued identification to prove you're 18 or over. One of our team will review your ID and release your order - usually within the hour during normal working hours.
5.3 Accepted ID includes driving licence, passport, PASS marked identification, bus pass or birth certificate.
5.4 Your documents are transmitted securely through our Age ID portal and are erased automatically once your account is verified.
Don't worry, you only need to do this once. Learn more about Age Verification >
6 Accepting Your Order
The contract of sale is formed when we accept your order and start processing it in our warehouse.
6.1 When you make a successful purchase, we'll send you an order acknowledgement to let you know we've received your order
6.2 Once you've completed our Age Verification steps, we'll email you to confirm your account has been verified
6.3 We'll accept your order when our warehouse gets to work processing your order - We'll send you a dispatch email to confirm.
7 Amending Your Order
We regret that once we've acknowledged your order, we are unable to amend it. Please get in touch with us to cancel your order so you can place a new order.
8 Order Cancellations and Refunds
8.1 Order cancellation can only take place if an item has not been dispatched. If an item has been dispatched in good faith, this will then be classed as a return. Should you wish to cancel your order, please get in touch with us immediately.
8.2 We'll process your refunds without delay, usually within 5 working days - these will be refunded to your original payment method within 3-5 business days.
9 Unwanted Items
9.1 If you wish to return any unwanted items that have already been dispatched, you must do this within 30 days of receiving the goods. You will be required to pay any return postage costs.
9.2 Where we have made an error, we may offer a refund for your return postage.
9.3 The goods must be returned and received in original condition with original packaging, and fit for resale.
9.4 You have a duty to take reasonable care of returned products and any refund may be withheld or a charge incurred if you fail to take such care and damage the products. Please make sure that your return package is packed and sealed securely. We recommend the use of an insured parcel service. Please retain proof of postage, as we cannot issue refunds for items we do not receive.
For further information, visit our Returns Information.
10 Faulty or Incorrect Items
10.1 Occasionally faulty items do occur and we'll do our best to put it right straight away. If you receive a faulty or an incorrect item, we'll offer you a replacement (this is at no cost to you).
10.2 If you feel this is not satisfactory, we'll give you a full refund and you'll be required to return the item to us using our returns form. Faulty items should be returned to us within 30 days to allow a prompt refund.
11.1 We'll usually honour exchanges for new items within 30 days of contacting us. To efficiently manage stock levels, we recommend placing an order for your new item before you send the old item back. This ensures prompt delivery and speeds up the returns process.
11.2 We can only accept items returned in original condition (with original or shrink-wrap packaging). Please remember that the responsibility of the item is yours until we've successfully received the item. We always recommend using signed for delivery options.
12 Payment Methods
12.1 We accept the following payment methods of payment;
- Visa Debit
- Visa Credit
- Mastercard Debit
- Mastercard Credit
- American Express
12.2 We reserve the right to request payment in full via Bank Transfer for high-value orders.
12 Telephone Orders
Our telephone ordering team welcome your order on 0113 217 7723. Please be ready to complete our security checks when you call. When you order over the telephone, additional restrictions apply;
12.1 We can only accept telephone orders going to registered UK addresses
12.2 We may limit the value of your order
12.3 The payment card must match the delivery address of the order
12.4 We can only dispatch using Royal Mail Tracked service on your first order.
13 Order Security
13.1 Our compliance team review every order received. If your order doesn't pass our compliance checks, we may:
- Refund your payment method and request a bank transfer as payment
- Require additional photo verification
- Cancel your order with a full refund
13.2 Our policy is not to disclose our compliance team's criteria. As such, our Customer Services teams have access to limited information when responding to queries raised by our compliance teams.
14 Delivery General Conditions
14.1 Delivery should be fast, easy, and hassle-free. Cut off for normal dispatch is 2pm and 3.30pm for Premier Delivery customers.
14.2 We dispatch orders daily, Monday through Saturday. Please note weekends and Bank Holidays will affect your delivery, as couriers don't collect parcels on public holidays or weekends.
14.3 We guarantee to dispatch your order the same day when you order before the cut-off and choose Royal Mail Special Delivery or APC Next Day service
14.4 Dispatch Estimates - We'll always do our best to dispatch all orders on all other services on the same day. On occasions where we're unable to, we'll dispatch in the following order:
- Royal Mail Tracked 24 (1st Class Tracked) within 1 working day
- Royal Mail Tracked 48 (2nd Class Tracked) within 1 working day
- Royal Mail 24 within 2 working days
- Royal Mail 48 within 2 working days
14.5 Delivery Estimates - Except for Royal Mail Special Delivery, all other timescales for delivery are estimates only.
14.6 Compensation for Late Delivery - We're sorry to learn your order hasn't arrived a quickly as expected. Here is our open policy for late delivery compensation:
|Delivery Service||Service Type||Compensation|
|Royal Mail Special Delivery||Guaranteed||
Full refund of your delivery charges
|APC Next Day (including APC £1 when you spend £100)||Estimated||
Partial refund of delivery charges
|Royal Mail Tracked 24||Estimated||
No delivery compensation
|Royal Mail Tracked 48||Estimated||
No delivery compensation
|Royal Mail 24||Estimated||
No delivery compensation
|Royal Mail 48||Estimated||
No delivery compensation
No delivery compensation
We'll produce your refund in the form of a Gift Card which can be used to against future orders.
14.7 Tracking your Parcel - The following services offer tracking:
- Royal Mail Special
- Royal Mail Tracked 24 (1st Class Tracked)
- Royal Mail Tracked 48 (2nd Class Tracked)
- APC Next Day
- DHL Express
Orders received on Royal Mail 24 or Royal Mail 48 won't offer any tracking, and we're unable to offer you a delivery update on your order.
14.8 Free Delivery - We may offer Free Delivery to some eligible customers on some promotions. Where we offer free delivery, we'll select your delivery service depending on your order value and location.
15 If your order hasn't arrived
15.1 The most common reason why your order isn't yet with you is because your order is running late with the delivery company. We know it's frustrating, and we log every late delivery to ensure our partners are doing a good job.
Most delivery companies have a minimum delivery wait time before we can chase them for updates, here's how long you should wait before getting in touch:
|Delivery Service||Days to Wait|
|Royal Mail Special Delivery||One working day after your guaranteed delivery date|
|APC Next Day||One working day after your estimated delivery date|
|Royal Mail Tracked 24||Five working days after your order is dispatched|
|Royal Mail Tracked 48||Seven working days after your order is dispatched|
|Royal Mail 24||14 working days after your order is dispatched|
|Royal Mail 48||21 working days after your order is dispatched|
15.2 If your order is marked as delivered, but you've not yet received it, we'd ask you to check any safe locations and speak with neighbours. If you still can't locate it, please get in touch right away. We may need a couple of days to investigate your delivery.
16 Discount and Voucher Codes
16.1 We may offer a discount on your order or certain items using a discount or voucher code. These codes only apply to online transactions and can't be used with any other offer. We reserve the right to end or extend these promotions at any time and without notice.
16.2 Discount codes are only available to retail customers choosing to purchase one or more items. Discounts aren't for wholesale, bulk-purchasing or any resale environment.
16.3 We may monitor the use of discounts and reserve the right to add a fair use policy or cancel multiple orders.
17 International Orders
We welcome international orders! For compliance and UK laws, there are some restrictions;
17.1 We're unable to send tobacco outside of the UK
17.2 Import duties and taxes are payable and aren't included in our prices. We aren't responsible for any additional charges for importing goods. We can't mark the item as a 'gift' as it'll affect the insurance coverage we receive with our delivery partners
17.3 Customs charges us when returning an item that hasn't had its duties paid - the cost of that return will be deducted from your refund when we receive your order back.
18 Disclosure to Third Parties
18.1 We are a retailer of Tobacco goods, and to transport your goods to you we are required to share some personal information to our delivery partners Royal Mail and APC, as follows:
- Your name
- Your address
- Your contact telephone number (for delivery notifications)
- Your email address (for delivery notifications)
19 Time of the Essence
19.1 We aim to acknowledge your order within one business day.
19.2 We aim to accept your order within one business day. If we are unable to accept your order, we will offer a refund and the contract formed for the order will be cancelled.
19.3 We will dispatch your order using the estimated timescales on our website. These timescales are dependent on:
- The time of day you placed your order
- Whether you placed an order on a non-working day (weekend)
- The availability of stock
19.4 If there's a delay with your order, you will be entitled to cancel and receive a full refund.
19.5 Your order is handed over to our delivery partners for delivery. Except for Royal Mail Special Delivery, the delivery timings offered for delivery are estimations only and are subject to the timescales set out of the delivery partner.
20.1 The maximum liability offered for orders is the total cost of the order plus delivery service selected.
21 Gift Vouchers
21.1 You can use your Gift Voucher against any purchase of any value on our website, including product and delivery charges
21.2 Gift Vouchers have an expiry date of 365 days from the date purchased. We cannot extend the length of vouchers.
21.3 We cannot transfer Gift Vouchers between accounts, once a voucher is tied to your account it cannot be used with any other email address
21.4 The available balance of your Gift Voucher is shown in the Gift Voucher section in My account
21.5 Gift Vouchers are non-refundable
21.6 Gift Vouchers issued as part of any promotion, partial refund or goodwill have an expiry date of 90 days unless otherwise stated.
22 Unlimited Delivery Pass
22.1 Unlimited Delivery Pass is available for one annual fee shown at the point of purchase. Passes are usually activated within 24 working hours.
22.2 Unlimited Delivery Pass provides unlimited delivery across the UK only for one year from the date of purchase.
22.3 The Unlimited Delivery Pass covers all products on our website except those listed in the Sale category.
22.4 There is no minimum order required to be offered free delivery.
22.5 Unlimited Delivery Pass customers are eligible for 3.30 late dispatch; this is an aim but not a guarantee.
22.6 Unlimited Delivery Pass provides a delivery estimate of 1-2 working days using Royal Mail's 7-day-a-week delivery network. Occasionally there may be problems, and orders may run a little late. We'll do our best to keep you updated. We do not provide compensation for deliveries outside of the delivery estimates unless the order is lost.
22.7 Unlimited Delivery Pass uses a range of different delivery services; these depend on the size and value of your order and where you're based in the UK. We reserve the right to amend the services without notice as we feel appropriate to maintain a good level of service.
22.8 This subscription is for personal customers only. Any customers we deem using it excessively or for repeated high-value orders may have their subscription terminated without notice and without refund.
22.9 This service does not auto-renew; you will not be charged again unless you opt-in to the subscription on your renewal. Your renewal date can be found in the My Account area of your account.
22.10 We won't refund any delivery costs if you choose a different delivery service by mistake - please choose wisely during checkout.
22.11 We do not offer partial or pro-rata refunds for the service used.
22.12 We reserve the right to change the benefits and perks, if we do this we'll let you know with 30 days notice.
22.13 We provide no warranty or liability for the service provided.
Making a Complaint
We're sorry to hear you're unhappy with our service. With over 30 years of trading experience and over 20,000 positive Trustpilot reviews - we like to make sure our customers are happy. If for any reason the service you've received falls short, please allow us an opportunity to put things right.
Step 1 - Get in Touch via Email or Phone
In the first instance, please get in touch with our Customer Services team on 0113 217 7723 or by sending us an email. Let us know your concerns and what we can do to put it right. One of our team will do their best to resolve your query there and then, but may arrange a call or email reply to happen within three business days if needed.
Step 2 - Contact our Customer Services Manager
If you're unhappy with the response and solution you have been offered, you can refer your concerns to the Customer Services supervisor.
This step can only be done via email; please address your email with "For the attention of the Customer Services Manager". We will acknowledge your concerns within one business day and aim to respond within two business days.
Step 3 - Refer to our Customer Operations Manager
Our Customer Operations Manager looks after all aspects of our Customer Service, Warehouse and Delivery functions. If you are still unhappy with the resolution offered you can refer your complaint to our Customer Operations Manager for a final response.
Your complaint will be reviewed in full, and an outcome will be concluded. You will be notified in writing via email within five working days.
This complaints process does not affect your statutory rights.
01 July 2019 - Version 1.1
01 April 2020 - Version 1.2 (Added 1.5, 1.6, 3.1, and updated clause 1.7)
20 April 2020 - Version 1.3 (Added numbering to clauses)
27 November 2021 - Version 1.4 (Updated opening hours, updated registered office)
28 November 2021 - Version 1.5 (Added Cyber Monday 2021 Promotional Terms)
01 December 2021 - Version 1.6 (Added Gift Vouchers Terms and Conditions)
01 April 2023 - Version 1.7 (Added section 3.6 Unlimited Delivery Pass Terms)
12 September 2023 - Version 2.0 (Rewritten in full)