Enjoy Dokha

Shipping and Delivery Policy with Enjoy Dokha

Only Monday to Friday are working business days – we do not ship or deliver on Saturday or Sunday unless you specifically choose a Saturday delivery when you place your order on Friday. If you select next working day on Friday before 3pm GMT, it will arrive on Monday.  All orders placed after the 3pm GMT cut-off on a Friday will be processed on the next working day Monday, and delivered according to whichever shipping option you have chosen.

Shipping in the UK

All UK next working day orders are posted via Royal Mail or DPD Couriers, depending on your post code, for example; if your delivery address is Northern Ireland or the Highlands and Islands then your parcel would be sent with Royal Mail. After dispatch a text and/or email will be sent to you with a tracking number and delivery information. If you have selected a slower delivery service, your order will be sent with Royal Mail 48 and delivered 2-4 business days from the day it has been posted. If you select next working day delivery, please make sure you order before 3pm Monday to Thursday, otherwise your order will arrive the next working day which could be Monday / Tuesday if you placed an order over the weekend.

The rates are now as follows:

£6.50 for next working day delivery with Royal Mail or DPD couriers
£4.95 for 2-4 working day delivery with Royal Mail Tracked 48

Shipping to Ireland

All Express Ireland orders are posted with our International Courier partners.  After dispatch, a text and/or email will be sent to you with a tracking number and delivery information.  Orders that come in before 3pm GMT Monday – Friday will be sent out that day, if you order after this time, your order will be sent out the next working day. Express European (Republic of Ireland) orders are normally delivered within 1-3 working days, depending on whether your parcel is being shipped to a city or further afield. Please make sure you order before 3pm Monday – Thursday for a speedy service.  If you place your order on a Friday after the 3pm cut-off, Saturday or Sunday your parcel will be processed and dispatched the next working day Monday.

The rates are now as follows:

£18 for International Couriers (often next working day – not guaranteed)

Please be aware that courier charges are subject to change, without prior notice…

Shipping to Europe

(Austria, Belgium, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland)

All Express European orders are posted with our International Couriers.  After dispatch, a text and/or email will be sent to you with a tracking number and delivery information.  Orders that come in before 3pm GMT Monday – Friday will be sent out that day, if you order after the 3pm cut-off on Friday, Saturday or Sunday, your order will be processed and dispatched the next working day Monday.  Express European orders are normally delivered in 1-3 working days.

All Economy European orders are posted with our International Courier partners.  If this option is available, it will show in the shipping options at the checkout.  We aim for your order to be delivered in 3-5 working days from the day it has been posted.

The rates are now as follows:

£25.00 for European Express shipping with our International Courier partners 1-3 working day delivery
£18.00 for European Economy shipping with our International Courier partners 4-7 working day delivery, depending whether being delivered to a major City or further afield.

Please be aware that courier charges are subject to change, without prior notice…

Shipping to the USA

All Express USA orders are posted with our International Courier partners. After dispatch, a text and/or email will be sent to you with a tracking number and delivery information.  Orders that come in before 3pm GMT Monday – Friday will be sent out that day.  If you order after 3pm GMT on Friday afternoon, Saturday or Sunday, your order will be processed and dispatched the next working day Monday. Express USA orders are normally delivered within 1-3 working days.

All Economy USA orders are posted with USPS and aim to be delivered within 4-7 working days from the day it has been posted.  Please make sure you order before 3pm Monday to Friday for speedy delivery.  If you place your order after the 3pm GMT cut-off on Friday, Saturday or Sunday your order will be processed and dispatched the next working day Monday and take 4-7 working days…

The rates are now as follows:

$20.00 for USA Express shipping with FedEx or DHL Couriers 1-3 working days delivery
$15.00 for USA Economy shipping 4-7 working day delivery, depending whether being delivered to a major City or further afield

Please be aware that courier charges are subject to change, without prior notice…

Shipping in Canada

All Express Canada orders are posted with International Courier partners.  After dispatch, a text and/or email will be sent to you with a tracking number and delivery information.  Orders that come in before 3pm GMT Monday – Friday will be sent out that day, if you order after 3pm GMT on Friday, Saturday or Sunday, your order will be processed and dispatched the next working day Monday. Express Canada orders are normally delivered in 2-4 working days, depending whether being delivered to a major City or further afield..  Whilst we do everything we can to get your parcel through Canadian customs quickly and cheaply, on occasion your parcel may be stopped for checks and duties and taxes charged.  Any Customs duties liable to be paid to the Canadian Government are the responsibility of the customer and not Enjoy Dokha.

The rates are now as follows:

$25.00 for Canada Express shipping with our International Courier partners 2 – 4 working days
$18.00 for Canada Economy shipping with our International Courier partners 4 – 7 working days

Please be aware that courier charges are subject to change, without prior notice…

Shipping in New Zealand

New Zealand now requires a tobacco permit.  Do not worry, it is super easy and only takes a few minutes.  Please click here to see the details to apply so we can get your order sent without delay! Just zap us a copy which we can attach to your order – Permits usually last for ONE year from date of issuance.

All Express New Zealand orders are posted with FedEx or DHL Couriers.  After dispatch, a text and/or email will be sent to you with a tracking number and delivery information.  Orders that come in before 3pm GMT Monday – Friday will be sent out that day, if you order after the 3pm GMT cut-off time on Friday, Saturday or Sunday, your order will be processed and dispatched the next working day Monday. Express New Zealand orders are delivered just as fast as our Couriers can get your parcel to you!  Whilst we do everything we can to get your parcel through New Zealand Customs quickly and cheaply, on occasion your parcel may be stopped for checks and duties/taxes charged.  Any Customs duties liable to be paid to the New Zealand Government are the responsibility of the customer and not Enjoy Dokha.

The rates are now as follows:

£28.00 for New Zealand Express shipping with International Couriers

Please be aware that courier charges are subject to change, without prior notice…

Shipping in Australia

Australia now requires a tobacco permit.  Do not worry, it is super easy and only takes a few minutes.  Please click here to see the details to apply so we can get your order sent without delay! Just zap us a copy which we can attach to your order – Permits usually last for ONE year from date of issuance.

All Express Australian orders are posted with FedEx or DHL Couriers.  After dispatch, a text and/or email will be sent to you with a tracking number and delivery information.  Orders that come in before 3pm GMT Monday – Friday will be sent out that day, if you  order after the 3pm GMT cut-off time on Friday, Saturday or Sunday, your order will be processed and dispatched the next working day Monday. Express Australian orders are delivered just as fast as our Couriers can get your parcel to you!  Whilst we do everything we can to get your parcel through Australian Customs quickly and cheaply, on occasion your parcel may be stopped for checks and duties/taxes charged.  Any Customs duties liable to be paid to the Australian Government are the responsibility of the customer and not Enjoy Dokha.

The rates are now as follows:

£28.00 for Australia Express shipping with International Couriers

Please be aware that courier charges are subject to change, without prior notice…

Shipping in Turkey

Please note that due to continuing Customs problems, we are no longer able to accept orders for delivery to Turkey by courier or by freight.

Turkish Customs will impose a fixed charge of EUR 250 for all shipments that are returned due to failed clearance.

Shipping EVERYWHERE ELSE not mentioned above

All Express Courier orders are posted with our International Courier partners.  After dispatch, a text and/or email will be sent to you with a tracking number and delivery information.  Orders that come in before 3pm GMT Monday – Friday will be sent out that day, if you order after this time, your order will be sent out the next working day. Express shipments are normally delivered within seven working days, depending whether being delivered to a major City or further afield..   Whilst we do everything we can to get your parcel through customs quickly and cheaply, on occasion your parcel may be stopped for checks and duties and taxes charged.  These duties/taxes are charged by your country’s Government, not Enjoy Dokha.

The rates are approximate and different countries may apply different rates:

£35.00 for Worldwide Express shipping only

Please be aware that courier charges are subject to change, without prior notice…

Address Corrections

If you provide us with incorrect address details, or if you request the package to be delivered to another address (other than the one you originally provided us with) and our shipping company charges us, your account could be charged up to an additional £10.00.

International Delivery – terms and conditions

By ordering Dokha internationally, the customer acknowledges and agrees to the following policy.

Enjoydokha.com reserves the right to cancel, hold, or decline any order we deem suspect without notification.

Enjoydokha.com will not be held responsible for any foreign fees incurred and said fees will be the sole responsibility of the purchaser. These fees could include, but are not limited to, duties, import fees, excise taxes, etc. In addition any packages confiscated, destroyed, or held by customs is also the responsibility of the customer.

Any parcel returned to us by the customer’s local Customs due to non-entry into their country will be refunded to the purchaser, less the cost of shipping. A 10% restocking and administration fee will be applied.

If any international order paid via Credit Card is contested by the customer we will forward a copy of this policy directly to the Credit Card Company along with a copy of the invoice where the customer indicated they agreed to this policy.

By placing an international order, you are agreeing to abide by our Shipping & Delivery Policy, as outlined above.

If you are having trouble placing an international order, please e-mail us at service@enjoydokha.com and one of the Enjoy Dokha Team will help you to complete your order.

 

Cancellation and refund requests

Cancellation and refund requests can only be entertained for those orders placed on enjoydokha.com that have not already been processed for packing or already shipped.  Cancelled orders will incur an administrative fee of £10.

If you are not entirely happy with your purchase, for whatever reason, we will cheerfully issue a product refund, once we have received the product back.  If, for example,  a product has been damaged in transit or you received a product that was not what your ordered, they are grounds for issuing a full refund, including the cost of shipping.

If, however, you have chosen the wrong blend or strength of blend, we are happy to replace it, but we will request you return the blend in your possession to us, at your own expense, and we will make a charge to re-send a different blend.  We will only accept a ‘wrong choice‘ bottle back that is 3/4 full!

To request a refund, or to exchange a blend for a more appropriate strength for your needs, simply contact us, either by telephoning +44 (0) 333 600 7070 or by e-mailing service@enjoydokha.com with your purchase details. Please include your order number (sent to you via email after ordering) and tell us why you’re requesting a refund.

A member of the Enjoy Dokha Customer Service Team will respond within 24 hours, if not sooner.  Return of, or photographic evidence of ‘damaged in transit‘ or ‘defective goods‘ will usually be required BEFORE any replacement or refund is issued.

In the case of our Merchant partners (Independent Tobacconists), any damaged or defective goods received should be reported within 48 hours of receipt of goods, either by telephoning +44 (0) 333 600 7070 or by e-mailing service@enjoydokha.com.   Return of, or photographic evidence of damage caused in transit or defective goods will usually be required BEFORE any replacement or refund is issued.  If the products received are not what your ordered, you must bring your concerns to the attention of our Customer Service Team. After looking into your complaint the Customer Service Team will make a determination and then take the appropriate action to try to resolve your complaint amicably as soon as possible.

Thank you for your support – the Enjoy Dokha team….

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