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Tel: 01637 859 375  Shop open: Mon-Sat 9am-5pm. Sun 10am-4pm.

Tracked delivery starts from £3.75

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Terms and Conditions

Welcome to our website. If you continue to browse and use this website, you’re agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern Johnny’s Tobacconist’s relationship with you in relation to this website. If you disagree with any part of our terms and conditions or you’re under 18 years old, please don’t use our website (please see Age Restrictions for more details).

The term ‘Johnny’s Tobacconist’ or ‘us’ or ‘we’ refers to the owner of the website. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It’s subject to change without notice.
  • This website uses cookies to monitor browsing preferences. If you allow cookies to be used, your personal information may be stored by us for use by Johnny’s Tobacconist only (see Privacy Policy for more details)
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we aren’t liable. It’ll be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which aren’t the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They don’t signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Placing an order and payment

We’re only able to accept orders made from the UK. When you place an order and pay for a product or products from Johnny’s Tobacconist, we’ll send you an e-mail confirming receipt of your order and containing the details of your order. We must receive payment for all the products ordered before your order can be accepted. Your order represents an offer to us to purchase a product which is accepted by us when we send you a Despatch Confirmation E-mail. Our acceptance of your order creates a legally binding contract between us.

If your item isn’t in stock, we’ll back order for you. You’ll be emailed with the option to cancel your order if you’d rather not wait.

Payments by debit or credit card are made on the secure Level 1 PCI:DSS compliant payment gateway, Worldpay using high-level SSL encryption technology, the most advanced security software currently available for online transactions. Card Security Code checks (also known as CV2, CVV, CSC) as well as Address Verification System Checks (AVS) are used during the payment process. In addition, 3D Secure is used – Verified by Visa (VBV) and MasterCard SecureCode MSC).

These services enhance your existing card account against unauthorised use when you shop with us. To use this service, you must first register with the bank or other organisation that issued your card. Once you’ve registered and created your own private password with your card issuer, you’ll be prompted automatically at checkout to provide this password each time you make a purchase.

*Please note: Your Verified by Visa or Mastercard SecureCode™ password is not your Johnny’s Tobacconist account password. Johnny’s Tobacconist don’t have access to your Verified by Visa or Mastercard SecureCode™ password.

We regret that we can’t accept cheques or cash as payment online.

*Please note: We can’t guarantee the security of data when communicating with Johnny’s Tobacconist via email. Accordingly please don’t send us payment information using email. For details of the security measures we employ please read our Privacy Policy. Unless we’re fraudulent or negligent we won’t be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us with when placing an order.

Voucher Codes

We don’t usually offer voucher codes. We’ve been made aware by some customers that there are a couple of voucher websites advertising promotional offers for Johnny’s Tobacconist which are nothing to do with us. We’ve had no contact with these websites so if you find an offer on Voucher Cat, Promopro or any other voucher website, please note that these offers aren’t valid on our website. We are in the process of having this misinformation removed.

Your Account (optional)

You may register with us when purchasing products using this website. For your website account, you’re responsible for maintaining the confidentiality of your account username and password and for preventing unauthorised access to your account. You accept responsibility for all activities that occur under your account or password, please therefore take all necessary precautions to ensure that the username and password is kept confidential and secure. Please inform us immediately if you’ve any reason to believe that your username and/or password has become known to anyone else, or are being, or are likely to be, used in an unauthorised manner.

Please ensure the details you provide us with on registration are correct, complete and up to date. Inform us immediately of any changes to those details (e.g. change of email or postal address). You can access and update your details using the My Account area of the website.

We reserve the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we do cancel an order, it’ll be without charge to you.

Prices

Products are invoiced in GBP sterling at the current price at the time you place your order. Prices displayed on the website include Value Added Tax applied at the current rate. Whilst we try and ensure all details, descriptions and prices are correct when appearing online, some products might be subject to slight variations. If, however, we discover an error in the price of items you’ve ordered, we’ll contact you as soon as possible. You’ll have the option of either reconfirming your order at the correct price or cancelling it. If we’re unable to contact you, we’ll treat your order in respect of the incorrectly priced item as cancelled as we’re not obliged to honour such orders.

The delivery charge is an additional cost. Please see our Delivery Information for full details.

Product Description and Specifications

We’ve made every effort to ensure that the products displayed on this website conform to the descriptions and photographs. The colours, specifications, dimensions and descriptions of products on the website are quoted as accurately as possible. The colours you’ll see depend on the resolution of your monitor and we can’t therefore guarantee that your monitor’s display of any colour will always reflect accurately the colour of the product delivered. We reserve the right from time to time to vary the dimensions, specifications, descriptions and quantities of products displayed on our website without prior notice.

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

If we’re experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there’s a significant delay in shipment 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: Unfortunately, we’ve had to withdraw our free delivery over £100 offer, due to recent rising costs of running our business. We now offer a tracked delivery service only, due to previous customer issues with standard deliveries and to offer you a more efficient and reliable service. We’ve made our postage and packing rates as reasonable as we possibly can.

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 £99.99

£3.75 – Tracked 48 delivery
£4.50 – Tracked 24 delivery
£6.50 – Special Delivery guaranteed before 1pm

Orders £100 and over

£6.50 – Special Delivery guaranteed before 1pm

Information about our tracked delivery services

Tracked 48hr – £3.75

  • Tracked delivery to the destination address
  • Not guaranteed 48hr 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 £100.00
  • Deemed lost: 10 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 48hr 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 48hr 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 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.

Tracked 24hr – £4.50

  • Tracked delivery to the destination address
  • Not guaranteed 24hr 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 £100.00
  • Deemed lost: 10 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 24hr 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 24hr 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

  • 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 £100 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, we advise you to place a phone order via our shop, as we’ll be able to charge you a more appropriate postage and packing rate for your order, unless you’re happy to pay the fixed rate.

Also bear in mind that we’re a small business based in a seaside town and our shop can get extremely busy in high season, so we may not be able to answer the phone. On these occasions, please leave a message and we’ll return your call as soon as we can.

Cancellations and Returns 

Under the European Directive on Consumer Rights (EDCR) you can cancel your contract with us / return products* within 14 days of receiving your order.

If you wish to cancel your order you can either:

  • Tell us within 14 days of receipt. You then have a further 14 days to return your complete order
  • Print, complete and return our Cancellation Form with the products within 14 days of receipt of your order

Please return the product(s) in the condition that you received them, as we may not be able to give you a full refund if the value of a product is diminished by something you’ve done.

Products must be returned at the expense of the customer unless you’re returning a faulty product. If these conditions are met, we’ll issue a full refund including original postage and packaging costs.

Until you return items to us, you’re responsible for their safe keeping and taking reasonable care of them. We don’t accept liability for returned packages damaged during transit back to us. It’s your responsibility to wrap products adequately to prevent damage.

Once we’ve received your returned products, we’ll issue your refund within 30 days.

*Please note – some product(s) can’t be cancelled or returned if incorrectly ordered or because you’ve changed your mind (these are indicated on the website). Most items can be returned, with the following exceptions:

  • Loose tobacco – can’t be returned due to their nature of the product
  • Packaged tobacco – if unsealed and opened
  • My Custom Blend –  can’t be returned as it’s a customised tobacco product
  • E-liquids – if unsealed and opened
  • Certain products – there may be products which are excluded from our Returns Policy.  If this applies it’ll be clearly stated on the product page before you purchase

Your statutory rights are unaffected.

Faulty products

If on the rare occasion you receive a product which is faulty or you’re unhappy with the quality, we’d like to help you resolve the problem as quickly as possible, so please contact us on 01637 859375 or info@johnnystobacconist.co.uk in the first instance and we’ll look into your query as soon as possible.

Please subsequently return any such items to us at:

Johnny’s Tobacconist
54 Bank Street
Newquay
Cornwall
TR7 1AX

Please include a note with details of the fault with the product or the reason why you’re unhappy with the quality. After checking the product, if we agree that the product is faulty we’ll offer you a replacement product or a full refund and reimburse the return postage costs.

*Please Note: the time periods for returns, as referred to above, don’t apply where you’re returning items in accordance with the statutory rights that you have as a consumer (e.g. you have a right to return items that are faulty that extends beyond 14 days).

This returns policy doesn’t affect the statutory rights which you have as a consumer. The examples of your statutory rights given in this Returns Policy aren’t intended to be a full representation of all your statutory rights. Full details of your statutory rights can be obtained from a Citizen’s Advice Bureau or a Local Authority Trading Standards Office.

Age Restrictions

We only sell items to adults (i.e. those aged 18 or over) so if you’re under 18 years old, please don’t use this website.

By law we can’t sell tobacco products to persons under the age of 18. Proof of ID may be requested before we’re able to process your order. By placing an order with us, you’re confirming that you’re of legal age. It’s illegal to buy restricted products if you’re under age or for someone else who’s under age.

Security

When you shop with us via our website, all your financial transactions are secure and protected using High-grade Encryption. This process scrambles all the information, allowing no unauthorised third parties to intercept the data.

Warranties

All warranties or guarantees in our terms of trading are additional to your statutory rights. Manufacturers’ warranties are subject to the manufacturers’ terms and conditions and are at the discretion of the manufacturer.

Reaching Us

Johnny’s Tobacconist
54 Bank Street
Newquay
Cornwall
TR7 1AX

01637 859 375
info@johnnystobacconist.co.uk

You must be at least 18 years old to visit this site.

Please verify your age

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