Customer Service

Shipping and Delivery

The customer pays for shipping costs in full at the time of ordering.

It is a one shot delivery service - due to the nature of the product there can be no re deliveries on the same order.

Trade Cigarettes will provide a tracked courier service with choice of next day and 48 hour delivery.

We will provide a Monday to Friday delivery service for your convenience.

The courier will require a clear signature to confirm delivery and receipt at the designated shipping address.

Customer will be required to be in a position to receive and sign for, or designate another member of their staff to sign for and receive the packages.

Packages that are not able to be delivered to the customer due to premises not being open or no one able to sign for the consignment at the time of delivery, or the wrong shipping address specified in the order will be returned to Trade Cigarettes, the cost of this will be added to the customers next invoice.  The customer will have to phone Trade Cigarettes to arrange delivery of the original consignment once it has returned to us.  This will go out again at our normal delivery rate.


Privacy and Security

Customers log in details and passwords will not be given to any third parties nor are they visible by Trade Cigarettes.


Returns and Replacements

Due to the nature of the products there are no returns accepted.  In the event of damage to packaging due to transit this needs to be identified at the time of signing for the order and telephone contact with Trade Cigarettes made immediately to discuss the options.


Ordering of Dispensers

Ordering of dispensing machines and direct debit mandates has to be handled over the telephone with one of our operators first as we are legally obliged to confirm certain details.

Once direct debit mandates and your business details are stored on our system, you are free to access Trade Cigarettes extremely keen tobacco prices and order via the website or telephone direct once you have one of our dispensers.

Orders placed before 12.00 noon Monday to Thursday will be dispatched same day for next day or 48 hour delivery as per your preferred order, no orders can be processed Saturday or Sunday.

No deliveries for Saturday or Sunday.

Once your order has been placed and has been dispatched you will receive details of the order for your own tracking purposes by the methods you have specified in setting up your account.


Payment Pricing and Promotions

Payment can be made using secure online services or over the telephone with one of our operators.

Bank transfer or debit cards carry no fee.

Credit cards carry a 3% surcharge.

Due to the nature of the product and value of the transactions you may be required to provide additional security checks for Trade Cigarettes or your own bank card provider.  We value the security of the transaction and need to ensure valid methods of payment are used.

The pricing of tobacco products we provide includes all UK duty as required by HMRC.

Tobacco manufacturers will from time to time change the prices of their product range and we reserve the right to make amendments to reflect these price changes.

Tobacco manufacturers will from time to time change the package design and may even adjust the package contents based on weight, number of sticks or both to reflect changes in raw materials and UK duty.

HMRC and the Exchequer review the duty on tobacco regularly and we will adjust our prices in accordance with the changes made on tobacco duty.


Viewing Orders

Customers will be able to log in and review all their orders past and present and track their delivery from depot to their door.


Updating Account Information

It is up to the customer to ensure that all account information is kept up to date.