CHRISTMAS LAST ORDER DATES (ORDER BEFORE 2PM)

Friday 20 December – Tracked 48 and Tracked 24

Monday 23 December – Special Delivery

*BEFORE PLACING YOUR ORDER, PLEASE NOTE THAT WE DON’T PROCESS ORDERS AT WEEKENDS OR ON BANK HOLIDAYS

UK Delivery Times and Postage and Packing Rates

Due to regulations regarding trading tobacco products overseas, we’re only able to trade within the UK.

Despatch Times

We aim to despatch your order within 2-3 working days. However, we’ll try our best to process your order on the same day whenever possible, if you place your order by 2pm on a working day.

We don’t process orders at weekends or on public holidays, so please bear this in mind when placing your order.

If we’re experiencing a high volume of orders, processing of orders may be delayed by a few days. Please allow additional days in transit for delivery. If there’s a significant delay in the processing of your order, we’ll contact you via email or phone.

Please note: Our expected delivery times are from the date of despatch, NOT the date of the order. Please bear this in mind when placing your order on Friday afternoon, at the weekend or on bank holidays or if we’re waiting for stock to arrive to fulfil your order.

Please also note: Royal Mail Tracked 24 and Tracked 48 are not guaranteed timescales, they are an aim so deliveries may take longer.

Our postage and packing rates depend on the value of your order. We use Royal Mail for all of our deliveries and our rates include the processing and packing of your order.

Our UK postage and packing options are:

Orders up to £149.99

£4.25 – Tracked 48 delivery
£5.50 – Tracked 24 delivery
£7.50 – Special Delivery guaranteed before 1pm

Orders £150 and over

£7.50 – Special Delivery guaranteed before 1pm

Information about our tracked delivery services

Tracked 48 – £4.25

• Tracked delivery to the destination address
• Not guaranteed 48 hour delivery but 98% of parcels are delivered within 2 working days
• No signature required on delivery
• *Safeplace option: you can choose a Nominated Location if no-one’s at your specified address to receive the delivery (please add a customer note during the checkout process)
• Insured value: up to £150.00
• Deemed lost: 14 working days

*Safeplace option

Please note that if you’ve nominated a Safeplace location for your parcel and Royal Mail’s tracking shows the parcel being scanned at the delivery address or Safeplace, then the parcel will be deemed as delivered.

By using Safeplace, you give consent to allow Royal Mail the option to take a picture of your parcel being delivered in your Nominated Location.

Safeplace is used entirely at the risk of the customer.

In the event of loss/non delivery

Tracked 48 is a courier standard of service, which is much more efficient and reliable than Royal Mail’s standard services without the premium of Special Delivery.

The majority of parcels sent by Tracked 48 are delivered within 2 working days, but this isn’t guaranteed and no compensation can be offered for a delayed parcel.

The Parcel’s tracked en route and is scanned at the destination. If scanned at the destination, then the parcel will be deemed as delivered.

Royal Mail’s guidelines are that we must allow 14 working days before considering a parcel as lost. In our experience, if a parcel hasn’t been delivered within 7 working days, it’s very unlikely to turn up.

Other than in exceptional cases (see below), we’ll then offer to resend the order or issue a refund.

At Johnny’s Tobacconist, we’re very understanding and realise that 7 working days can be a long time for you to wait. We welcome you to make a repeat order if you need your items sooner and you’re not confident your order’s going to be delivered. If both parcels do then arrive, you’re welcome to return one for a refund. The return delivery costs are at the customer’s expense.

Exceptional circumstances

During times when we’d expect delays such as but not limited to postal strikes, adverse weather, bank holidays and festive seasons, we may extend the 7 working day period.

If you’ve supplied us with the incorrect address, no refund or offer of a replacement can be offered.

If you’ve requested the Safeplace option and you’ve specified a Nominated Location for your parcel, once delivered you’re unable to claim that the parcel is lost or damaged and Johnny’s Tobacconist won’t be able to resend your order or offer a refund.

Tracked 24 – £5.50

• Tracked delivery to the destination address
• Not guaranteed 24 hour delivery but 98% of parcels are delivered next working day
• No signature required on delivery
• *Safeplace option: you can choose a Nominated Location if no-one’s at your specified address to receive the delivery (please add a customer note during the checkout process)
• Insured value: up to £150.00
• Deemed lost: 14 working days

*Safeplace option

Please note that if you’ve nominated a Safeplace location for your parcel and Royal Mail’s tracking shows the parcel being scanned at the delivery address or Safeplace, then the parcel will be deemed as delivered.

By using Safeplace, you give consent to allow Royal Mail the option to take a picture of your parcel being delivered in your Nominated Location.

Safeplace is used entirely at the risk of the customer.

In the event of loss/non delivery

Tracked 24 is a courier standard of service, which is much more efficient and reliable than Royal Mail’s standard services without the premium of Special Delivery.

The majority of parcels sent by Tracked 24 are delivered within the next working day, but this isn’t guaranteed and no compensation can be offered for a delayed parcel.

The Parcel’s tracked en route and is scanned at the destination. If scanned at the destination, then the parcel will be deemed as delivered.

Royal Mail’s guidelines are that we must allow 15 working days before considering a parcel as lost. In our experience, if a parcel hasn’t been delivered within 7 working days, it’s very unlikely to turn up.

Other than in exceptional cases (see below), we’ll then offer to resend the order or issue a refund.

At Johnny’s Tobacconist, we’re very understanding and realise that 7 working days can be a long time for you to wait. We welcome you to make a repeat order if you need your items sooner and you’re not confident your order’s going to be delivered. If both parcels do then arrive, you’re welcome to return one for a refund. The return delivery costs are at the customer’s expense.

Exceptional circumstances

During times when we’d expect delays such as but not limited to postal strikes, adverse weather, bank holidays and festive seasons, we may extend the 7 working day period.

If you’ve supplied us with the incorrect address, no refund or offer of a replacement can be offered.

If you’ve requested the Safeplace option and you’ve specified a Nominated Location for your parcel, once delivered you’re unable to claim that the parcel is lost or damaged and Johnny’s Tobacconist won’t be able to resend your order or offer a refund.

Special Delivery – £7.50

• Guaranteed delivery time: Next WORKING Day before 1pm (please note that this is the next working day after the day of despatch, not the day that you place your order. See despatch times above for more details)
• Requires a signature upon delivery
• Tracked delivery to the destination address
• Insured value: from £150 up to £750
• Deemed lost: After 10 working days

In the event of loss/non delivery

Royal Mail don’t accept responsibility for non-delivery if no-one’s in to receive the parcel and sign for it.

A card will be posted through your door advising you to collect your parcel from the local sorting office or arrange re-delivery.

If your parcel isn’t collected within 7 days, your parcel will be returned to Johnny’s Tobacconist. We can resend your parcel at your expense or refund your items according to the usual returns policy.

Special Delivery is guaranteed by Royal Mail to be delivered the following working day before 1pm. This excludes weekends and Bank Holidays and we’re unable to offer Royal Mail’s service enhancement for a Saturday delivery. This is because Royal Mail don’t offer this service on the software we use.

Late Delivery

If your item sent by Special Delivery is delivered after 1pm the next working day, you’re entitled to a refund of the shipping charge on your order.

No compensation is offered for any other losses or expenses as a result of the delayed delivery.

If you no longer want the parcel as it’s been delivered late you’re welcome to reject the parcel or return it to us and Johnny’s Tobacconist will cover your return postage costs.

Lost Delivery

Although Special Delivery is a next day delivery service, Royal Mail don’t consider a parcel as lost until 10 working days from the despatch date.

This is to allow time for the parcel to be returned to Johnny’s Tobacconist if no-one’s in to receive the parcel and sign for it and no-one collects it from the sorting office.

We’re unable to offer to refund or resend any orders until 10 working days have passed or the parcel has been returned to ourselves.

If a parcel’s been signed for and it’s showing as delivered to the specified address on Royal Mail’s online tracking system, Johnny’s Tobacconist will deem the parcel as delivered and Johnny’s Tobacconist’s responsibility ends there. If you dispute the delivery to your address, you must take this up with Royal Mail.

Please note: When ordering via our website, we’re unable to offer a range of delivery options and postage and packing rates and are only able to offer the fixed rates as stated above.

Please bear this in mind if your order only contains one product or a small quantity of products which are small in size and value, for example rolling papers or roller blinds for cigarette rolling machines, as our minimum postage and packing rate may be higher than the value of the order. In these instances, please only place an order if you’re happy to pay the fixed rate.