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Shipping policy

Lancelot Cigar Order and Shipping Policy

Last updated: February 12, 2026

This Policy applies to all orders placed on the Lancelot Cigar online e-commerce platform (hereinafter referred to as the "Platform"). Formulated in accordance with the characteristics of cross-border sales of Cuban cigars, the warehousing operation norms in Kuala Lumpur, Malaysia, and DHL global logistics standards, it aims to clearly define the rights and obligations of the Platform and buyers, and ensure an efficient, compliant and smooth whole process of cross-border transactions.

I. Order Rules

I.I Order Modification and Cancellation

  1. Order Information Modification

    • Within 24 hours after successful order payment and before the logistics courier picks up the package, the buyer may apply to modify the delivery address and contact number. No modification requests will be accepted after this period.

    • As cigars are special cross-border commodities, order information cannot be modified once picked up by DHL.

  2. Order Cancellation

    • After successful order payment, cancellation is only available for confirmed but undelivered orders (not yet picked up by DHL).The platform will charge a standard service fee of 20% of the total purchase price. The final refund amount will be the original purchase price minus 20%.

    • No cancellation requests will be accepted for orders already picked up and shipped by DHL, and no refunds will be provided.

    • For eligible cancellation orders, the refund will be returned to the buyer’s original payment account via the original payment method within 8–10 weeks after review and approval.

I.II Out-of-Stock Handling and Refund Rules

  • For orders eligible for cancellation, the Platform will process the refund through the original payment method within 3-5 working days after approval. The refund arrival time shall be subject to the clearing rules of the bank/payment institution.

  • If delivery cannot be made on schedule due to temporary shortage of Cuban cigar stock (including overselling), the Platform provides two exclusive solutions for buyers to choose at their discretion:

    1. Full Refund Without Any Liabilities: No handling fees of any kind will be charged, and the refund will be processed immediately through the original payment method.

    2. Priority Goods Preparation and Delivery: Buyers selecting this option will be automatically added to the exclusive waiting queue (sorted by the order payment time). During restocking, the buyer may check the progress via the Platform's Order Center or contact customer service at support@lancelotcigar.com ; upon completion of restocking (within a maximum of 45 working days), the Platform will send a "Restocking Completed" notification via email and SMS as soon as possible, and prioritize DHL package collection and shipment. The waybill information will be synchronized immediately after shipment.

Note: During the waiting period, buyers may contact customer service to switch to the "Full Refund" option at any time without any restrictions or penalty fees.

II. Shipping Policy

II.I Basic Shipping Information

  • Place of Shipment: All orders are shipped exclusively from Asia Pacific Cigar with no transshipment or sub-warehouses.

  • Inventory Notes: The Platform's commodity inventory is updated in real time. For commodities marked "In Stock" at the time of order placement, delivery from the warehouse is guaranteed within 48 hours. In case of overselling (caused by system delays), the Platform will contact the buyer at the first time to negotiate a refund or restocking, and restocked goods will be shipped in the order of payment time on the Waiting List.

  • Shipping Time Commitment:

    • Cuban Cigar Orders: Upon successful payment and inventory confirmation, goods preparation, packaging and DHL pick-up will be completed within 3 working days.

    • Smoking Accessory Orders (humidors, cigar cutters, lighters, cigar cases, etc.): Upon successful payment, goods preparation, packaging and DHL pick-up will be completed within 3 working days.

    • Bulk/Large-Scale Purchase Orders: An import and export license must be applied for from the Royal Malaysian Customs Department, with an approval cycle of 3-5 working days (subject to Malaysian public holidays). Upon approval, goods preparation and delivery will be completed within 3 working days, with a total shipping time of 3-7 working days.

    • Pre-sale/Waiting List Orders: Upon completion of goods preparation, the Platform will send a "Shipping Notice" email 24 hours in advance, and synchronize logistics tracking information immediately after DHL pick-up.

  • Circumstances for Shipping Time Extension: The shipping time will be extended accordingly in case of Malaysian statutory holidays, Cuban cigar stock allocation periods, delays in bulk purchase approval, etc. The Platform will notify affected buyers in advance via announcements on the official website homepage and emails.

II.II Logistics Carrier

The Platform appoints DHL as global logistics carrier, covering more than 220 countries/regions serviced by DHL Malaysia. Orders are restricted for remote areas and tobacco import control zones. Buyers may check destination logistics feasibility and import rules in advance via online customer service or email at support@lancelotcigar.com .

  • Carrier Regulations

    • Delivery Time: Estimated at 3–10 working days, varying by customs clearance, security checks, force majeure and destination territory. The Platform does not guarantee a fixed delivery date.

    • Customs Clearance Document Verification: Ensure the recipient’s mobile number and name on valid ID are 100% accurate and consistent. You may register on the carrier’s official website/APP to match waybill information if needed.

    • Carrier Tax Advance Payment Service: Some carriers provide full customs clearance including tax advance. Relevant taxes will be collected cash on delivery; the carrier will notify the recipient of the amount before delivery. If the buyer refuses payment, the package will not be delivered, deemed as voluntary abandonment of goods, which may be returned or destroyed — all risks borne by the buyer.

    • Consequences of Invalid/Incomplete Documents: Customs clearance failure due to incorrect or duplicate information shall be deemed abandonment by the buyer. The Platform will not reship and reserves the right to act without prior notice.

  • Valid Document Submission Time Limit

    • Unclear or incomplete documents may delay customs clearance. Failure to upload valid ID within the specified time may result in package return or destruction, at the recipient’s own risk.

    • Submission Channels: DHL official APP/website, or email to support@lancelotcigar.com  (submission assisted by the Platform);

  • Time Limit Example: After receiving the email titled Your Waybill Has Been Scheduled, Please Upload Valid Identity Documents Immediately, the buyer must upload valid ID before 18:00 within two working days.

  • Specific Timeline:

    • Day 1: Buyer places order successfully

    • Day 2: Buyer receives the document upload notification; must complete upload before 18:00 within two working days

    • Day 4: Deadline for valid ID upload

  • Full-Process Tracking

    • After DHL collection, the Platform will send a logistics notification (email + SMS) with DHL waybill number, tracking link, official query entry and Order Center sync portal.

    • Status reminders will be automatically pushed for key nodes: package departure, arrival at destination, customs clearance, clearance completion, and delivery.

    • The estimated delivery time is calculated by DHL (including customs clearance buffer); actual delivery is subject to destination customs efficiency and regional delivery. The Platform will assist with abnormal follow-up.

  • Logistics Emergency Handling: In case of DHL network failure or regional delivery suspension, the Platform will contact the buyer within 24 hours and provide three options: Postponed Shipment, Full Refund, or Upgraded Logistics Service. Additional costs for upgraded logistics shall be borne by the buyer.

II.III Duties and Customs Clearance

The commodity marked price only includes the commodity itself and the basic DHL logistics fee from Kuala Lumpur to the destination. The buyer shall bear all cross-border taxes and fees such as import duties, value-added tax, consumption tax, customs clearance handling fees and inspection fees.

  • Customs Clearance Arrangements:

    • The Platform will truthfully declare commodity information (product name, quantity, declared value, place of origin: Cuba) in strict accordance with the regulations of the Malaysian and destination country customs.

    • If the buyer is required to supplement documents for customs clearance, DHL and the Platform will notify the buyer via both email and phone. The buyer must respond and submit the required documents within 2 working days. The buyer shall bear all liabilities and additional costs arising from delayed customs clearance or package detention due to overdue submission.

    • DHL carriers in some countries/regions may provide a tax advance service. The buyer shall pay the advanced import taxes and corresponding service fees to DHL upon signing for the package. If the buyer refuses to make the payment, the package will not be delivered and shall be deemed as abandoned by the buyer, and the Platform shall not be liable for refund or reshipment.

    • The buyer shall ensure the accuracy and consistency of the customs clearance information provided, such as the consignee's name and ID card/passport number. If customs clearance fails due to incorrect, repeatedly submitted or unclear documents, the package may be returned or destroyed, and the buyer shall bear all related losses. The Platform will not arrange reshipment or refund.

  • Handling of Abnormal Customs Clearance: If the package cannot be cleared due to force majeure factors such as changes in customs policies or the commodity being deemed as prohibited goods, the Platform will assist the buyer in coordinating with DHL to handle the return or destruction procedures. The buyer shall bear the logistics and warehousing fees incurred by the return. After the return is completed, the buyer may apply for a commodity refund after deducting the relevant fees.

II.IV Packaging Assurance

To ensure cigar quality, the Platform will conduct non-destructive random quality inspections on cigars (e.g., checking for mildew and tobacco beetle risks) and provide necessary humidity maintenance. Therefore, cigars are usually shipped in an unsealed state, which will not affect the aging state and quality of the cigars.

  • Four-Layer Standard Protective Packaging (No Extra Charge)

    • Inner Layer: Original packaging + food-grade precision humidity control packs + sealed PE moisture-proof bag.

    • Second Layer: Custom shockproof foam sleeves (precision cut with no gap filling).

    • Third Layer: Reinforced hard cardboard layer (cross reinforcement strips added for multi-box orders to prevent extrusion).

    • Outer Layer: DHL custom 5-ply corrugated carton + air column filling, sealed with full cross packing tape.

  • Packaging Markings: The outer carton will be clearly affixed with the DHL waybill, consignee information, internationally recognized marks such as Moisture-Proof, Fragile and Handle with Care, as well as a summary of customs declaration information for quick customs clearance.

  • Customized Packaging Services

    • If special reinforcement or customized gift packaging is required, buyers may leave a note during checkout or contact customer service directly.

    • The Platform will notify the buyer by email within 1-2 working days whether the request can be met. If feasible, the buyer shall bear all relevant additional costs, and the Platform will arrange packaging and delivery only after the payment is confirmed.

II.V Handling of Shipping Abnormalities

  • Address Verification: The Platform will automatically verify the completeness of the shipping address before delivery. If the address is ambiguous or lacks key information (e.g., house number, postcode), delivery will be suspended and the buyer will be notified via email/SMS to complete the information. DHL pick-up will be arranged within 48 hours after the address is confirmed to be correct.

  • Order Split Shipping: If a single order includes multiple boxes of cigars or the total weight exceeds the DHL single package shipping limit, the Platform will split the order into multiple packages for delivery. Each split package will follow the same packaging standard with no extra logistics fee charged, and the Platform will inform the buyer of all waybill numbers in advance.

  • Holiday Shipping Arrangement: Orders will be automatically processed on the first working day after the holiday.

In case of DHL logistics failures or delivery suspension, the Platform will notify the buyer to negotiate delayed shipping or refund, and shall not be liable for any penalty fees.

III. Policy Statement

The buyer undertakes to strictly abide by the laws and regulations of Malaysia and the destination country/region, and complete the commodity import declaration and tax payment in accordance with the law. Any act of making a false declaration, concealing declaration information or evading tax payment is illegal. The buyer shall bear the corresponding legal liabilities, and the Platform shall not be jointly or severally liable for any such act.

Placing an order on the Platform shall be deemed as the buyer's agreement to act as the importer of the commodities and bear all corresponding rights and obligations related to import in accordance with the law.

  • This Policy shall take effect on the date of release. The Platform may revise it at any time in accordance with the update of laws and regulations and the operational needs of cross-border business. All policy updates will be published on the corresponding page of the Platform's official website.

  • The revised Policy shall take effect automatically after a 7 natural-day public notice period. The buyer's continued use of the Platform's services shall be deemed as acceptance of all revised terms.

  • This Policy is the sole valid agreement of the Platform regarding order and shipping matters. Any oral or written statement conflicting with this Policy shall be invalid.

  • Lancelot Cigar reserves the final right of interpretation of this Policy.

Contact Information

  • Customer Service Email: support@lancelotcigar.com

  • Shop Address: Level 1, No. 8, Jln 2/68f, Off, Jln Tun Razak, 50400 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur