Smoke-King.co.uk is a trading style of Greens Holdings UK Limited; we're a company registered in England & Wales Company No. 10622615. Our registered address is Richard House Winckley Square, Preston, Lancashire, PR1 3HP.
These Terms and Conditions are effective for accessing our website and are binding on placing an order or submitting a query through our online forms. See the bottom of this page for updates to this page.
If you wish to use any of our website images or content, please contact us using the details below:
1.1 Contact Information
Telephone 0113 217 7723 (Monday - Friday 09:30 - 15:30)
If you have any concerns or complaints, please see our Complaints guide below.
For returns - please use the address found on your invoice in your order.
1.2 Age Verification
When shopping with us for the first time, we are required to verify your age. Upon placing your first order, you will receive an email with a secure link to upload your documents. We are unable to process any orders until your account is verified.
Once you have uploaded your ID, you will receive an email to confirm we have received your ID for processing.
If you are unable to provide your ID or are having problems with our Age Verification process, please see our I'm having problems with Age Verification page.
1.3 Keeping you updated
1.3.1 When you complete your purchase we'll send you an order acknowledgement to let you know we've received your order.
1.3.2 Once your account has been age verified we'll send you an order processing confirmation to let you know we have accepted your order.
1.3.3 If we need to cancel your order or if you've changed your mind, you'll receive a cancellation confirmation.
1.3.4 The contract for your order is only formed when we accept your order.
1.4 Pricing and Information
Prices displayed are correct at time of entry, and what the law calls an "invitation to treat". You cannot insist that a shop sells you anything at a marked price, whether or not they have made a mistake. Under the law, the retailer can decide the amount they want to charge for goods.
Visit http://www.tradingstandards.gov.uk/advice/consumer-advice.cfm for more information from Trading Standards.
If by mistake we have under-priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we despatch the item to you. In those circumstances, we will inform you of the correct cost to you so you can decide whether or not you wish to proceed with the order.
If you decide not to order the item, we will give you a full refund on any amount already paid for that item per our refund policy.
In the same way, you don't have to buy goods from anyone; a retailer is under no obligation to sell you anything.
1.5 Website Registration
To purchase from our website, you will need to set up a user account; this is simple to do, allows you to keep track of your purchases.
You will need to enter a valid email address which we can contact you on, and provide a password. We ask you to keep this secure - our team do not have access to see this. If you forget your password, you can reset it.
1.6 Telephone Orders
Our telephone ordering team welcome your order Monday - Friday 09:30 - 15:30 (excluding bank holidays)
- We can only accept telephone orders going to registered UK addresses
- The payment card must match the delivery address of the order
- We can only dispatch using Royal Mail Tracked service on your first order
1.7 Delivery - General Conditions
1.7.1 Delivery should be fast, easy and hassle-free. Orders placed after Friday 2 pm, during the weekend or on a Bank Holiday will be subject to a slight delay as delivery services do not operate a standard service during these periods.
1.7.2 Once you place an order and an item is dispatched, you will receive a Dispatch email. The email will contain your delivery tracking number (where applicable).
1.7.3 When you place your order, you are given a choice of delivery options. The timescales shown are estimates only and are not guaranteed (unless you are purchasing a guaranteed next day service).
1.7.4 Orders dispatched via Royal Mail will usually fit through a letterbox, therefore won't need a signature. Larger parcels and our courier service will require a signature for packages.
See more information on our Delivery Information Page.
1.8 Delivery - My Order Hasn't Arrived
If your order has taken a week or more you should complete our Where's my order? Form so we can look into the status of your delivery. It's common for orders to be left in a safe place or with a neighbour, we always recommend checking with them and allowing your daily post to arrive before contacting us.
1.9 Delivery - Tracked and Insured Conditions
We offer tracked and insured services using Royal Mail Tracked options; these are available for both the UK and international orders at checkout.
- This service provides a tracking number when an item is dispatched from us
- This service includes insurance should your order not arrive or arrive damaged.
2.0 Delivery - Royal Mail 1st and 2nd Class Uninsured
2.0.1 Royal Mail's 1st and 2nd Class Uninsured delivery options offer reliable delivery, however these services:
- do not guarantee delivery timescales, and in extreme cases take up to 15 calendar days
- are untracked, so we are unable to offer you updates on the progress of your parcel when it's out for delivery
- do not provide insurance in the event your items are missing/damaged in transit
2.0.2 If your order has not arrived after 15 days, and you have been in contact with us, you may be eligible to claim the cost of your postage. See Royal Mail Claims.
2.0.3 We regret we cannot process any claims on your behalf with Royal Mail, we can provide the sender reference and proof to support your claim.
2.1 Amending Your Order
We regret that once we've acknowledged your order, we are unable to amend it. Please contact us to cancel your order so you can place a new order.
2.2 Payment and Currency
2.2.1 We accept Visa, MasterCard, Visa Debit, UK Maestro and Switch, Visa Electron and American Express.
2.2.2 If you are shopping from a non-UK country, please place your order in the normal way, and your credit card company will convert the order to your currency.
2.3 Order Cancellations and Refunds
2.3.1 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 contact us immediately.
2.3.2 We'll process your refunds without delay, and these will be refunded to your original payment method within 3-5 business days.
2.4 Unwanted Items
2.4.1 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.
2.4.2 Where we have made an error, we may offer a refund for your return postage.
2.4.3 The goods must be returned and received in original condition with original packaging, and fit for resale.
2.4.4 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.
2.5 Discount and Voucher Codes
2.5.1 On occasion, we may offer a discount on your order or certain items using a discount or voucher code. These codes are applicable for online transactions only and cannot be used in conjunction with any other offer. We reserve the right to end or extend these promotions at any time and without notice.
2.5.2 Discount codes are only available to retail customers choosing to purchase one or more items. Voucher codes may not be used against wholesale, bulk-purchasing or any resale environment. A fair usage policy may be implied.
2.6 Minimum Purchase Discounts
Occasionally we offer larger discounts on orders with a minimum quantity, this is defined by either number of items in the basket, or basket value. For clarity, we'll do our best to display the terms of any associated discounts on any promotional email or campaign.
2.7 Faulty or Incorrect Items
2.7.1 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).
2.7.2 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.
2.8.1 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.
2.8.2 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.
2.9 Import Duties
The cost of any import duties or taxes are not included in our prices. We will not be responsible for any additional charges for importing goods.
3.0 Sale of Tobacco Goods
Due to restrictions in place within UK law, we are unable to send tobacco products outside the UK.
3.1 Order Security
3.1.1 Our compliance team review every order received. If your order does not 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
3.1.2 It is Company policy not to disclose the criteria that our compliance team uses. As such, our Customer Services teams have access to limited information when responding to queries raised by our compliance teams.
3.2 Disclosure to Third Parties
3.2.1 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)
3.3 Time of the Essence
3.3.1 We aim to acknowledge your order within one business day.
3.3.2 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.
3.3.3 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
3.3.4 Should an undue delay happen with the processing of your order, you will be entitled to cancel and receive a full refund.
3.3.5 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. More information can be found on our delivery information page.
3.4.1 The maximum liability offered for orders is the total cost of the delivery service selected.
Making a Complaint
We're sorry to hear you're unhappy with our service. With over 30 years' trading experience and over 6,000 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 Supervisor
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 Supervisor". We will acknowledge your concerns within one business day and aim to respond within two business days.
Step 3 - Refer to our Director
If you are still unhappy with the resolution that's been offered you can refer your complaint to our Managing Director for a final response.
Your complaint will be reviewed in full and an outcome concluded. You will be notified in writing via email.
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)