At Ember & Oak Cigars, we exist to ignite moments of connection, relaxation, and celebration. We handle every order with the same care we bring to our curated cigars and experiences, so your moments are never left to chance.
Delivery Timelines
Within Lagos:
Orders placed during our operating hours are typically delivered within 90 minutes of confirmation, subject to rider availability, traffic, and accurate delivery details.
Outside Lagos (within Nigeria):
Orders are typically delivered within 72 hours of confirmation, depending on the destination and logistics partners.
We will always communicate clearly if we anticipate any delay due to weather, security, peak periods, or other factors outside our control. Our team will work with you to find the most suitable solution when timing is sensitive (for example, gifts or events).
Delivery Conditions
Customers must be of legal age to purchase tobacco products in their jurisdiction.
Please ensure your delivery address, phone number, and contact person are correct to avoid delays.
If a delivery attempt fails due to inaccurate details or unavailability, we may need to reschedule, and additional charges may apply.
Returns & Exchange Policy
Cigars are delicate, crafted products that respond to temperature, humidity, and handling. Because of this, we treat returns with special care to protect quality and fairness.
Eligibility for Returns/Exchanges
We accept returns or exchanges in the following situations:
You received the wrong item(s) compared to your order.
Your order arrived damaged (cracked wrappers, broken accessories, visibly compromised packaging) on delivery.
There is a clear quality concern with the product upon opening (e.g., mould, severe construction defects).
To help us serve you promptly:
Please inspect your order upon delivery.
If there is any issue, kindly notify us within 24 hours with photos and your order details.
Our team will review and respond with next steps (replacement, store credit, or other resolution).
Non-Returnable Items
For health, safety, and quality-control reasons, we are generally unable to accept returns on:
Cigars that have been smoked, cut, or stored outside their original packaging.
Opened tobacco products where storage conditions cannot be verified.
Discounted or final sale items (this will be clearly indicated at purchase).
Even when an item is non-returnable, we will always listen and work with you to find a fair and respectful solution, because your trust in Ember & Oak matters to us.
Refund Policy
Our goal is simple: every order from Ember & Oak should feel like a well-crafted experience. When things go wrong, we respond with empathy and clarity.
When Refunds May Apply
Depending on the situation, we may offer:
Replacement of the affected item(s)
Store credit to be used on a future purchase
Partial or full refund to your original payment method
We will consider refunds in cases such as:
Confirmed wrong item(s) delivered.
Products damaged in transit and reported within 24 hours.
Orders we are unable to fulfil or deliver within a reasonable time, and where an alternative arrangement does not work for you.
Refunds, once approved, are typically processed within 5–10 working days, depending on your bank or payment provider.
When Refunds Are Not Guaranteed
We may not be able to offer a refund if:
Issues are reported long after delivery, and product storage conditions cannot be confirmed.
The product has been heavily used or altered.
Delays are caused by factors outside our direct control (e.g., extreme weather, security restrictions, or incomplete customer information), though we will still work to find a fair, good‑faith solution.
Our Commitment to You
Every Ember & Oak cigar is an invitation to slow down, connect, and savour a moment. When your order does not match that standard, we take it personally.
If you ever feel disappointed or unsure about a purchase:
Reach out to us via our Customer Support channels (WhatsApp, phone, or email provided on the website).
Share your experience and order details.
We will always respond with respect, transparency, and a sincere effort to make things right—because for us, every smoke is more than a ritual; it is a shared experience, and you are part of our community.