We are monitoring the situation carefully, and following guidelines from the World Health Organisation and the government.
So far, we are able to continue operating mostly as normal, and you are able to continue placing orders as normal.
You are still able to place orders from the website as normal, and they will be packaged and shipped normally. However, as the situation is changing, and many border checks are becoming stricter, there may be delays in delivering your orders.
Normal shipping estimates may not apply at the present moment, especially if you are ordering to a country which has enacted new border controls, or to an area that is in lock-down.
Although we and our logistics partners are working hard to get your orders to you, we cannot guarantee that your order will not be affected, and cannot be liable if there is an issue arising from the current situation.
All orders are usually shipped within 1-3 business days. We ship Monday through Friday. In the event that an item is back ordered, we will contact you with an estimated delivery time. We ship all orders via Royal Mail. Delivery times shown are estimates only and are affected by several variables including weather, distance, customs, postal strikes and so on. After your Snuff leaves our warehouse we no longer have any control and can in no way influence the speed of delivery.
In the rare event of an item not turning up, please bear in mind that the postal service has clear rules for making enquiries into whether something is "lost". We must abide by these rules. Royal Mail will not entertain any inquiry until 28 working days after postage, starting from the day after the actual day of posting. Royal Mail does not count weekends or public holidays as business days . It is rather a long time, but I suppose they have their reasons. They will not deal with our enquiry on your behalf until this time period has elapsed.
If the item is not with you within 28 working days, we will refund / replace the item for you and claim for the item on our postal insurance. In order for us to refund / replace, please bear in mind that you may have to sign a short declaration of non delivery.
If damage happens to your items in shipping, please refuse your order, indicate "damaged" on delivery receipt and contact us immediately so we can replace your order. We will take all steps necessary to insure that you have your replacement product as soon as possible.
Please be advised that it is the customer's responsibility to be aware of, and pay for, any taxes or duty that may be due on their order. We are not liable for and taxes or duty, with the exception of VAT where appropriate. If you refuse delivery of the package, it may or may not get sent back to us. Unfortunately, we have no way to control this.
We stand behind our products. If you are not 100% satisfied with any product, simply return it to us in its original unopened packaging for a full refund, less shipping charges and a 15% restocking fee (at our discretion), no questions asked. You have 10 days after receipt to make this decision.