What do I do if the cigars arrived damaged?

The customer becomes responsible of delivered products, in case of any issues, please contact us within 7 days of receiving your order. No credit or replacement will be made after this period.

Goods that were delivered by mistake or in exceeding must be returned within 7 days of reception of the order. Goods that are returned must be returned undamaged, in their original packaging and by unit of packaging. The buyer bears the shipping costs. Please contact us to obtain instructions for the return procedure to follow.

What about my privacy? Is my personal information protected?

We do not share or grant access to any customer data to any persons or entity outside our company.

We take our clients’ privacy very seriously. Our only interest is to make sure we can communicate with our clients in a prompt fashion and to fulfill orders and queries in a timely manner.
Information you give us – such as your name, address, email and phone number when placing an order. This is strictly needed to fulfill the order and is not passed onto any 3rd party for marketing purposes. If you have signed up for our newsletter, that is an opt-in by the client when selecting the type of newsletter you want to receive.
To fulfill an order – we do use external partners, such as for processing payment or for shipping the orders. The information is strictly for fulfilling orders, they have access to this data needed to perform these functions but are prohibited from using it for marketing purposes.
Your data is secured by Secure Sockets Layer (SSL) software which encrypts your input. We do not store your card information.
After your session on our platform, clients should make sure to logout each time so as to protect your account. Create a password with different sized letters and numbers.

Will I have to pay duty on the boxes I have ordered?

All taxes and duties payable are the responsibility of the buyer. If a buyer denies to pay taxes and decides to ship the goods back, all extra costs such as shipping fee/ any other cost  or taxes will be on customer`s side. The refund will only be made once the goods are back with us without any pending charges.

How long will it take to receive my order?

Once your order has been  shipped, it should take 3 to 5 working days to arrived if there are no shipping delays. Please bear in mind this is under normal situations.

How long will it take to process my order?

Once we receive your order it takes us 1 to 3 working days to process.

How will I know if my order has been successfully received by you?

Once you place your order you will receive an automated order confirmation from us. This means that your order has been well received by us and that it is being processed. If you do not receive this automated order confirmation then the chances are that the order did not go though. In such circumstances please contact us immediately for clarification.

Do you guarantee the cigars you sell are authentic?

Yes we guarantee that our cigars are 100 % authentic. We always recommend that new buyers speak to a few of the members on some of the well known cigars forums. Ask them about our operation, reputation and the authenticity of the cigars we sell. We suggest that you make your purchase only once you are totally assured that you have nothing to worry about.

Do you guarantee delivery?

Yes we guarantee delivery. It is guaranteed until the goods reach customs of destination. If the parcel gets lost on the journey to your custom`s country, the parcel will only be re ship once or a refund can be requested. If parcel has been shipped trough courier company and gets return, all costs are on customer’s side.

Delivery of Cuban Cigars to the US is not supported.

What do you do to ensure that your cigar arrive in the best possible condition?

We include a Humidity pack(boveda 69%) with each shipment to ensure that your cigars are maintained at the perfect humidity right up until they reach you.

What methods of payment do you accept?

We presently take Visa, Master Card and Bank Transfer.

in what currency are your prices?

All our prices are in  Euros( €)

Is there a minimum order?

No there is no minimum order.

How do we know which items are in stock?

All the items listed on our site are in stock. If an item is sold out , it will show ” Out of Stock” next to the item. we will remove that item from the site until the stock has been replenished and which time it will be put on the site again.

Are your prices inclusive of shipping costs?

No. Shipping costs will be calculated depending on weight and destination.

Do you ship your cigars in their original boxes with bands on?

Yes, we ship all our cigars in their original boxes with bands on unless otherwise requested.

Do you open your boxes for inspection?

As a general rule we open all our boxes prior to shipping as a last stop quality check. Most of our clients insist that we do this. It also allows us the opportunity to put extra padding in the boxes to protect the cigars where we see it necessary. If you would prefer to receive sealed boxes then do not put ” I would like my cigars to be checked”  at the basket when you place your order.

Didn’t find your question? Contact us anytime