Shipping Policy
Delivery
We only ship to countries or states, where cross-border (out of Europe or Switzerland) online distance sales of tobacco are not prohibited. If you can not select your country or address in the checkout page, this is likely the reason. Furthermore: We do not ship Cuban cigars to the United States.
All cigars are shipped in protective packaging to ensure freshness and condition.
Shipping fees are displayed at checkout and calculated based on weight and destination. Delivery dates are not guaranteed. Customers are responsible for providing a complete and accurate delivery address. We are not liable for failed deliveries due to address errors.
You will receive an email confirmation once your parcel ships, including the shipment date and tracking number (if available). You may cancel your order anytime before it is marked as shipped. Once the parcel has left our warehouse, cancellation is no longer possible.
If you cancel your order in time, we will confirm by email and issue a refund minus any applicable charges.
For support, please contact us at tech@lightemupworld.com (Monday–Friday, 9:00–18:00 CET).
Orders typically ship within 2–3 business days of payment. During peak times, shipping may take up to 7 business days. We do not ship on weekends or public holidays. Delivery usually takes 3–12 working days.
While we arrange shipping through a third-party logistics provider, all risk transfers to the buyer once the goods leave our warehouse.
In cases of non-arrival, we will investigate. If deemed lost (after 45 business days), we may—at our discretion—offer a replacement or refund.
Note: We do not ship Cuban cigars to the United States.
Returns & Refunds
If a parcel is refused or fails to clear customs due to unpaid duties or taxes, no refund or reshipment will be provided. If returned to us by authorities in unchanged condition, a 20% restocking fee applies. You may then choose between a refund (excluding shipping) or reshipment. Refunds are issued within 14 days of return approval.
If cigars are damaged in transit, please email photos or video evidence with a visible timestamp within 72 hours of delivery. If only the packaging or box is damaged but the cigars are intact, no compensation is offered.
In cases of damaged or incorrect cigars, notify us within 72 hours and return the product within 7 business days (we cover return shipping). Replacements will be shipped after we receive the return. Claims submitted after this period will not be processed.
Buyers are responsible for checking their delivery address. We are not liable for lost packages due to address errors or cigar deterioration caused by delayed collection.
Returns based on simple personal dissatisfaction or taste preferences are not permitted.
Products whose original packaging has been opened or damaged cannot be returned, in order to guarantee the safety and hygiene of our products.
Suspected fraudulent orders will be held for verification. Fraudulent chargeback claims will be pursued legally.
In case of a non-delivery claim, we will open an investigation with the postal carrier. Fraudulent claims will trigger immediate legal action.
Right of Withdrawal
Customers in the EU and UK have a 14-day cooling-off period, provided the cigars remain unopened and any seals or packaging are intact. The buyer covers return shipping and a €50 restocking fee applies.
For customers outside Europe, the cooling-off period does not apply. Returns are accepted only for damaged or incorrect goods as outlined above.
Version 1.0
Last updated: June 25, 2025