Over 235 Years of heritageFrequently Asked Questions
I would like to order individual cigars, sampler sets and cigarillos to China 我想订购单独的雪茄、样品套装和小雪茄到中国
Unfortunately, customs in China will not allow us to send individual cigars, sampler sets, or machine-made cigars; you are permitted to receive a pre-packed box such as a box of 10 or 25, but individual cigars will be returned to us at additional customs charge to you. For shipments into China, we send one indivisible box at a time. 不幸的是，中国海关不允许我们发送单独的雪茄、样品套装或机器制作的雪茄;您可以收到一个预先包装好的盒子，如一盒10支或25支，但个别雪茄将被退还给我们，并向您收取额外的海关费用。对于运往中国的货物，我们一次发送一个不可分割的盒子
I used to have an account but I can no longer log in. Is there an issue?
If you had an account on our old website, pre March 2016, unfortunately you would need to create a new account. It wasn’t possible to transfer the old ones over to the new website, so we would kindly ask anyone that would like to, to sign up for a new account, or to just shop as a guest.
Why are your prices cheaper online than in your stores?
Prices vary from one location to another. The prices in our stores are higher than our website due to their individual operational costs. Online retail entails lower overheads and ensures that we can reflect this back to our customers.
I am based in the US. Why can't I order Cigars from you?
Unfortunately there are two obstacles with regards to shipping to the US. Firstly it is now compulsory that we provide the shipping company with detailed information about the package. Declaring the package as cigars means that it is likely to be investigated by US Customs. In addition to this, we are also required to declare the country of origin. Undeniably, declaring the packages as Cuban cigars would not be looked upon kindly by US Customs. Of course, if you have another address outside the US we will likely be able to ship there.
I have purchased an event ticket, but I haven’t received anything. What should I do?
All event tickets are digital tickets, so we do not send out anything to you. Your name will be placed on to our guest list so no ticket is needed.
I am new to smoking, what would you recommend for a beginner?
We would recommend something light to start with; H.Upmann Half Corona or Hoyo the Monterrey Epicure no.2 would be an excellent choice. We also have a vast range of cigar samplers online in our samplers section. Samplers are a great way to start your cigar smoking experience as they allow you to try different flavours, sizes and strength of cigars.
I have purchased some cigars from you, but they appear to have a white substance on them. Is this mould?
Most likely this would not be mould. If it wipes off with a finger than this will be plume, a substance that indicates the cigars have been kept in excellent condition.
I have purchased some cigars from you, but the seals are broken on the boxes. Is this normal?
Yes it is. Our suppliers often check the quality of the product in question by opening the boxes/packs before we receive them. All our cigars are quality checked for colour appearance and overall condition.
Is it safe to use my credit card online?
We use Opayo/Sagepay to make sure your online payments are safe and secure.
I am not a smoker, but I am looking to buy some for a friend that is. What brands would be a safe bet to go for?
If you do not know the brand or type of cigar your friend likes, we would recommend going for one of the big names – Cohiba, Montecristo, or Romeo Y Julieta – which are vastly popular the world over.
Where can I ask for advice or recommendations?
If you need advice or recommendations please do not hesitate to email us at Freddie@jjfox.co.uk - we are always happy to help.
If I sign up for an account will my details be kept private?
Please be assured your details will be kept confidential and will not be sold or shared with any third parties.
What if I’m not happy with my purchase?
If you are not entirely satisfied with your purchase, we will be happy to help. Please contact us via email at Freddie@jjfox.co.uk before returning an item.
Can I request specific delivery instructions for my order?
Yes you can. When you place your order please add the specific delivery instructions to the comments box on the order page.
Can I pick up my online order in store?
Unfortunately not. Click and collect is not available at the moment.
I used to have an account but I can no longer log in. Is there an issue?
If you had an account on our old website, pre March 2016, unfortunately you would need to create a new account. It wasn’t possible to transfer the old ones over to the new website, so we would kindly ask anyone that would like to, to sign up for a new account, or to just shop as a guest.
Why are your prices cheaper online than in your stores?
Prices vary from one location to another. The prices in our stores are higher than our website due to their individual operational costs. Online retail entails lower overheads and ensures that we can reflect this back to our customers.
I am based in the US. Why can't I order Cigars from you?
Unfortunately there are two obstacles with regards to shipping to the US. Firstly it is now compulsory that we provide the shipping company with detailed information about the package. Declaring the package as cigars means that it is likely to be investigated by US Customs. In addition to this, we are also required to declare the country of origin. Undeniably, declaring the packages as Cuban cigars would not be looked upon kindly by US Customs. Of course, if you have another address outside the US we will likely be able to ship there.
I have purchased an event ticket, but I haven’t received anything. What should I do?
All event tickets are digital tickets, so we do not send out anything to you. Your name will be placed on to our guest list so no ticket is needed.
I am new to smoking, what would you recommend for a beginner?
We would recommend something light to start with; H.Upmann Half Corona or Hoyo the Monterrey Epicure no.2 would be an excellent choice. We also have a vast range of cigar samplers online in our samplers section. Samplers are a great way to start your cigar smoking experience as they allow you to try different flavours, sizes and strength of cigars.
I have purchased some cigars from you, but they appear to have a white substance on them. Is this mould?
Most likely this would not be mould. If it wipes off with a finger than this will be plume, a substance that indicates the cigars have been kept in excellent condition.
I have purchased some cigars from you, but the seals are broken on the boxes. Is this normal?
Yes it is. Our suppliers often check the quality of the product in question by opening the boxes/packs before we receive them. All our cigars are quality checked for colour appearance and overall condition.
Is it safe to use my credit card online?
We use Opayo/Sagepay to make sure your online payments are safe and secure.
I am not a smoker, but I am looking to buy some for a friend that is. What brands would be a safe bet to go for?
If you do not know the brand or type of cigar your friend likes, we would recommend going for one of the big names – Cohiba, Montecristo, or Romeo Y Julieta – which are vastly popular the world over.
Where can I ask for advice or recommendations?
If you need advice or recommendations please do not hesitate to email us at Freddie@jjfox.co.uk - we are always happy to help.
If I sign up for an account will my details be kept private?
Please be assured your details will be kept confidential and will not be sold or shared with any third parties.
What if I’m not happy with my purchase?
If you are not entirely satisfied with your purchase, we will be happy to help. Please contact us via email at Freddie@jjfox.co.uk before returning an item.
Can I request specific delivery instructions for my order?
Yes you can. When you place your order please add the specific delivery instructions to the comments box on the order page.
Can I pick up my online order in store?
Unfortunately not. Click and collect is not available at the moment.
