Everything we’re most often asked, grouped by topic. If your question isn’t answered here, we’re a short message away.
Section
Orders
How do I place an order?
Add products to your cart, confirm you are of legal age, and complete checkout. You'll receive a confirmation email with your order reference within minutes.
Can I amend or cancel an order?
Yes — write to hello@tabacora.com within 2 hours of placing the order. Once dispatched, orders can only be returned per our returns policy.
Do I need an account to order?
No. Guest checkout is available. An account simply keeps your addresses and order history in one place.
Section
Shipping
How long does delivery take?
EU: 2–4 working days. USA & Canada: 3–6 working days. Rest of world: 5–10 working days. All parcels are tracked.
How is my parcel packaged?
Plain, tamper-evident outer packaging. No invoice or product references visible on the exterior.
Do you deliver to PO boxes?
No — a physical address is required because adult signature is mandatory on delivery.
Section
Age Verification
What is the minimum age?
18 years, or the legal smoking age in your country if higher. We verify at the age gate, at checkout, and on delivery.
What ID is accepted on delivery?
Any government-issued photo ID showing date of birth: passport, national ID card, or driving licence.
What happens if no adult is home?
The courier will leave a card and reattempt delivery. After three failed attempts, the parcel returns to us and we refund per policy.
Section
Payments
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay, and bank transfer (EU only).
Is my payment information secure?
Yes. Payments are handled by our PCI-DSS Level 1 processor. Tabacora never stores full card numbers.
Do prices include tax?
EU customers see prices inclusive of VAT. Non-EU customers may pay local duties on delivery — see our Shipping Policy.
Section
Returns
Can I return a product?
Yes, within 14 days of delivery, provided the product is unopened and in its original condition. See our Returns & Refunds page for the full procedure.
Who pays return shipping?
For change-of-mind, the customer. For a faulty or misdescribed product, we cover return shipping in full.
How quickly are refunds issued?
Within 5 working days of the returned parcel arriving at our Warsaw warehouse.
Section
Products
Are your products genuine?
Every product is sourced directly from the producer or an authorised distributor. Provenance can be provided on request.
How should I store cigars?
In a humidor kept at 68–72% relative humidity and 18–21°C. Our Journal has a full storage guide.
Are nicotine strengths disclosed?
Yes — every vape and pouch product page lists nicotine strength and, where applicable, PG/VG ratio.
Section
International Delivery
Which countries do you ship to?
Most of the EU, UK, USA, Canada, Australia, Japan, Singapore and the UAE. Some tobacco categories are restricted by country — see checkout.
Will I pay customs or duties?
Non-EU destinations may incur local duties on receipt. Where possible, we quote these at checkout so there are no surprises.
Is worldwide tracking provided?
Yes — every international shipment is fully tracked, from dispatch in Warsaw or New York to signed delivery.