We pride ourselves on quality assurance and strive to provide our customers with high quality products and a reliable, efficient service. We inspect all shipments for quality and accuracy prior to delivery. Should you experience any problems, please contact our Customer Service Department immediately via email.
We are happy to assist you with any queries.
Please allow us at least 24-72 hours to review your complaints or queries.
If for some reason you order a box or bundle of 20 cigars or more, and after removing the cellophane or wooden wrapper of one of the cigars you discover that the cigar is not in a fit state to be consumed, or that it has been damaged or has deteriorated in some way, you may return the box to us for a full refund, credit or replacement of the cigars.
Please note that we will only accept cigar returns with the original cellophane wrappers intact. You also need to advise our Customer Service Department as to the specific problem or complaint you have with the box of cigars, which should include proof of the problem or complaint such as a picture of the damaged cigar or item.
Cigar selection is a personal preference. Cigars cannot be returned because a customer did not like the product. We do not offer cigar samples so before ordering a box of cigars we urge you to read our reviews and seek our assistance and guidance as to the taste, burn, smell and suitability of the product for your specific needs.
Apparel and Accessories
It is important that you retain the original packaging of the apparel or accessories and return with the item or items. Failure to do this may affect your ability to receive a refund.
No apparel that has been worn, torn, stained, damaged or has had the tags or labels removed by the customer will be refunded.
- Please note that we guarantee our cigars and other products up to 30 days from the shipping date. Returns will NOT be accepted after 30 days.
- Any item can be returned within 30 days of purchase for a full refund credit, or exchange (minus delivery and shipping charges).
Original shipping will ONLY be refunded in the following circumstances:-
- Defective merchandise
- We mistakenly shipped the wrong item or items
- Item was damaged in transit by the shipper