At Davidoff London, we are committed to delivering an experience of uncompromising quality and satisfaction, mirroring the excellence found in our curated collections of cigars, spirits, and accessories. We understand that even with the utmost care, there may be occasions where a return or exchange is necessary. Our policy is designed with the same discretion, clarity, and respect for our clientele that defines every interaction with our brand.

For the connoisseur, satisfaction is paramount. Should any item not meet your exacting standards, we are here to ensure a resolution that is as refined and straightforward as the products we offer.

Our Policy at a Glance

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unused, in their original packaging, and in saleable condition.
  • Process: Initiate a return by contacting our team at [email protected] to receive a Return Authorization (RA) number and instructions.
  • Refunds: Issued to the original payment method within 10 business days of our receipt and inspection of the returned item.
  • Shipping Costs: Original shipping charges are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

The Returns & Exchanges Process

To maintain the integrity of our service and ensure a seamless process, please follow these steps:

Step 1: Initiate Your Request

Within 15 days of receiving your order, please contact our Customer Concierge team at [email protected]. Provide your order number and details regarding the reason for the return or exchange. Our team will guide you through the next steps and, if applicable, issue a Return Authorization (RA) number. Returns sent without an RA number cannot be processed.

Step 2: Prepare Your Shipment

Please ensure the item is securely repackaged in its original packaging, including all protective cases, tubes, or boxes (e.g., for DAVIDOFF CIGAR CASES, COHIBA packaging, or ARTURO FUENTE presentation). Include a copy of your original packing slip or invoice. We recommend using a trackable and insured shipping service, as Davidoff London is not responsible for items lost or damaged in transit back to us.

Step 3: Send to Our Facility

Ship your return package to the address provided in your RA instructions. Please note this may differ from our published business address due to our specialized logistics operations.

Step 4: Inspection & Resolution

Upon receipt, our Quality Assurance team will inspect the returned item. Once approved, we will promptly process your requested resolution:

  • Refund: The item cost will be refunded to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Exchange: The requested replacement item will be dispatched using your preferred shipping method.

Refund Timeline & Method

Refunds are processed within 10 business days of our warehouse receiving and approving the return. The funds will be returned to the original payment method used for the purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): The refund will appear on your statement, dependent on your bank’s processing times (typically 5-10 additional business days).
  • PayPal: The refund will be credited to your PayPal account immediately upon our processing.

Please note that original shipping fees (for Standard or Free Shipping via EMS) are non-refundable.

Items Not Eligible for Return or Exchange

In alignment with the nature of our luxury goods and for reasons of hygiene and product integrity, the following categories are final sale and cannot be returned or exchanged:

  • Cigars & Tobacco Products: All cigars, including but not limited to those from COHIBA, BOLIVAR, ARTURO FUENTE, AVO, E.P. CARRILLO, EL SEPTIMO, and our Cigar of the Year Award Winners selection. Due to their sensitive nature and strict quality control prior to dispatch, these items cannot be returned once they leave our climate-controlled storage.
  • Opened or Used Accessories: Any item that shows signs of use, such as ASHTRAYS or cutters that have been unpackaged and employed.
  • Personalized or Bespoke Items: Any product that has been specially ordered, monogrammed, or customized to your specification.
  • Fine Spirits: Bottles of COGNAC or other spirits, due to regulatory restrictions on the return of alcoholic beverages.

We strongly encourage you to review product descriptions and images carefully before purchasing these items. Our team is always available for detailed consultations to ensure your selection meets your expectations.

Return Authorization Request Template

To expedite your request, you may use the following template when emailing our team:

Subject: Return Authorization Request – Order #[Your Order Number] Dear Davidoff London Concierge, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Item(s) for Return/Exchange: [e.g., DAVIDOFF CIGAR CASE, Model XYZ] Reason for Return/Exchange: [e.g., Incorrect size, Product defect, Change of mind] Please provide the Return Authorization number and the shipping address for the return. I confirm the item is unused, in its original packaging, and in saleable condition. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number (Optional)]

Contact Our Concierge

For any questions regarding this policy or to initiate a return, please contact us. We are here to assist.

Email: [email protected]
Postal Address for Correspondence: 932 Sun Valley Road, Kansas City, US 64101

Please note: Return shipments must be sent to the specific address provided with your RA number, which is optimized for our logistics network.

We thank you for your understanding and patronage. Your satisfaction remains the true measure of our standard.