Over 235 Years of heritageFrequently Asked Questions
Can I order individual cigars, sampler sets and cigarillos to be sent to China?
Unfortunately, customs in China will not allow us to send individual cigars, sampler sets, or machine-made cigars. However, we can send pre-packed boxes of 10 or 25 cigars. Individual cigars will be returned to us at additional customs charge to you. For shipments into China, we can only send one indivisible box at a time.
Why are your prices cheaper online than in your stores?
Our prices vary from one location to another. The prices online are generally lower than in-store due to the varying operational costs. Our ecommerce business has lower overheads that we gladly pass on to our customers.
I am based in the US. Why can't I order cigars from you?
We cannot ship tobacco products to the USA due to the strict trade embargo it has with Cuba. Any cigars sent there, regardless of country of origin, will likely be refused and possibly destroyed by US customs. If you would like to order accessories to be sent to the US, please contact us and we can discuss your requirements.
I am based in Europe. Why can’t I order cigars from you?
Sadly, the exceptionally high costs associated with exporting to Europe makes it untenable to send products there.
I have purchased an event ticket, but I haven’t received anything. What should I do?
We produce digital tickets for all our events. Nothing will be sent out to your but you will receive a confirmation of purchase and your name will be added to the guest list.
What is the best temperature to store cigars in a humidor?
Cigars should be stored at between 16-18°C and 65-70% relative humidity (RH). The humidity is most crucial. If a Havana becomes too wet it will not smoke. If it dries out it will taste harsh.
What if I don’t have a humidor?
That’s no problem! If no humidor is available, we would recommend a plastic zip-lock bag with a small spray of distilled water. This will keep the cigars fresh for up to three months. All of our cigars are shipped with Boost sachets in airtight packaging anyway.
How can I check if Cigars are being stored in perfect smoking condition?
A simple and reliable way to test the condition of a cigar is to hold it between your thumb and index finger and squeeze gently. If it feels firm but springy then it is in good condition; hard and brittle means too dry, soft and spongy means too wet. Dry cigars can be recovered to correct condition by placing in an efficient humidor for forty-eight hours. Over-humidified cigars where the wrapper has split are unfortunately ruined.
I am new to smoking, what would you recommend for a beginner?
Novices should start with lighter flavoured brands like, Hoyo de Monterrey or H. Upmann from Cuba or Joya de Nicaragua from Nicaragua or our own Fox House Blend made with a mix of Honduran and Nicaraguan leaf. We also have a comprehensive range of cigar samplers online in our Samplers section. Samplers are selection of different cigars put together by our team and provide a great way to start your cigar smoking experience.
I have purchased some cigars from you, but they appear to have a white substance on them. Is this mould?
This ‘mould’ is known as ‘blume’ or ‘plume’ and occurs naturally on cigars when they are subjected to a sudden increase in humidity. It is a sign that the cigars are alive and well and should simply be removed with a soft brush or cloth.
I have purchased some cigars from you, but the seals are broken on the boxes. Is this normal?
Yes, it is completely normal. Our suppliers check the condition of their cigars by opening the boxes/packs for inspection before shipping them. All our cigars are quality checked for colour appearance and overall condition.
Is it safe to use my credit card online?
Yes it is. 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 recommend selected one of Cuba’s Global Brands – Cohiba, Montecristo, Romeo y Julieta, Hoyo de Monterrey or H. Upmann. These brands are popular the world over. If you want a full flavoured cigar Partagas is a good option.
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?
Yes they will. 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. Please note that you will be responsible for any costs associated with returning items to us.
Can I request specific delivery instructions for my order?
Yes, you can. When you place your order, add the specific delivery instructions to the blue “Add a Note” section below your order total on the checkout page. Alternatively, email us at Freddie@jjfox.co.uk
Can I pick up my online order in store?
Unfortunately, not. Click and collect is not available at present.
