Frequently asked questions

A short honest record of the questions we are asked most. If the answer you need is not here, write to us directly through the contact page - we reply within one business day.

How do you guarantee the cigars are authentic?

Every Habanos we carry is sourced directly through Habanos S.A. channels. Each box is recorded against its factory code, date code, and seal number on arrival, and we verify the holographic Habanos band and the EMS (English Market Selection) mark before stocking. If you would prefer a written record with your order, request a provenance note at checkout and it will ship with the box.

How long does delivery take and what does it cost?

UK standard delivery is 3–5 business days at £4.95; express is 1–2 days at £9.95; next-day (order before 1pm) is £14.95. Orders over £100 ship free within the United Kingdom. All UK orders are tracked and may require an adult signature on delivery. International delivery is calculated at checkout and excludes jurisdictions that prohibit Cuban imports.

Do I have to verify my age?

Yes. UK law restricts tobacco sales to adults aged 18 or over. You confirm your age before browsing, again at checkout, and couriers may request photo identification on delivery. If age cannot be verified at any of these points the order will not be released, and any payment taken is refunded in full.

How should I store cigars after they arrive?

Move them into a calibrated humidor within 24 hours of delivery - target 65–72% relative humidity at 16–21 °C. Keep them out of direct sunlight and away from radiators, hobs, and other heat sources. Our boxes ship in humidity-stable packaging with a Boveda pack inside, but that packaging is intended for transit, not as a long-term substitute for a humidor.

What is your returns policy?

You have 14 days from delivery to cancel an unopened order under UK consumer law. Sealed boxes returned in their original condition are refunded in full within 14 days of receipt. Individual cigars, opened boxes, and personalised products are not refundable unless faulty. Faulty or damaged items are replaced or refunded in full - please write to us within 48 hours of delivery so we can take it from there.

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, and the alternative payment methods shown at checkout. All card payments are processed through a PCI DSS-compliant payment provider and we do not store full card numbers on our servers. High-value orders may be subject to additional 3-D Secure verification, which is the bank protecting you rather than us being awkward.

What is the Inner Circle?

The Inner Circle is our private mailing list. Members receive occasional notes from the house - new arrivals, private releases, tasting-room notes - written personally by Mr. Ehab and sent only when there is something worth saying. There is no fee and no minimum spend; subscribe from the footer of any page. Members also receive access to the private Authenticity Check inside their member account.

Can I book the lounge for a private event?

Yes. The London tasting room is available for private hire on selected evenings, typically for parties of eight to twenty guests. Capacities, minimum spend, and seasonal restrictions vary; the Private Hire page under Lounges carries the current details and an enquiry form. For bespoke arrangements you can also write to us directly through the contact page.

Do you offer a monthly subscription?

A tiered monthly subscription is on the roadmap - hand-selected boxes delivered to members each month, with early access to limited releases and small-batch regional editions. We are taking our time to get the curation right rather than rushing it to launch. Join the Inner Circle mailing list and you will be told when enrolment opens.

How do I reach customer support?

Write to info@mokacigar.com or call +44 7464 682500 on weekdays, 10:00–18:00 GMT. The contact page carries a direct form as well. We aim to reply to every enquiry within one business day; weekend messages are answered on Monday morning.