FAQ

ORDERING

How do I order cigars?

Order on online-cigars.com. All orders are subject to confirmation by Online-cigars.com. You will receive an “Order Received” email once you complete the checkout. We reserve the right not to serve certain orders based on our sole discretion. This is mostly due to suspected fraud, shipping conditions being less than ideal at the destination country or something looking suspicious in the way order was placed. No order is considered binding on us until we accept, confirm, process and ship it. An order is not considered “Confirmed” until we have verified with the warehouse that we still have the item(s) in stock. If we do not have the product in stock at the time of purchase, we will inform you accordingly.

Why are your prices so cheap?

Our warehousing facilities are set up in bonded warehouses in order to benefit from their Duty Free Ports. These bonded warehouses are controlled by Customs; we have been granted the proper permits and licences to operate such warehouses. When we export directly to you we pay no duties or taxes so these savings are passed on to you. Other countries such as the UK and Canada do not offer such systems and impose unjust high duties on tobacco, which in turn have to be incorporated into the price of the cigar. Same cigars, different prices.

Is there a minimum order?

No there is no minimum order.

 

DELIVERY

How do you ship my cigars?

We ship by Air Mail.

How will you ensure my cigars are kept fresh during delivery?

Your cigars will arrive in perfect condition, direct, fresh and original- we wouldn’t want it any other way. Each order is vacuum packed and sent with a Boveda pouch to ensure freshness. You can choose to have the cigars inspected before we send them out- free of charge. Once you receive them, ensure you keep them at around 70RH.

How long does it take you to ship?

We always aim to dispatch your cigars within 76 working hours of receiving your order.

Shipping Options:
FREE Shipping – Standard airmail shipping
Express Ship (EMS) – £25 – Express Mail Shipping – Receive your order in half the time! (Usually)

Average international shipping times are as follows:

North America:
FREE Shipping: 6 to 8 Business days
Express Ship (EMS):
3 to 4 Business days

Europe:
FREE Shipping:
4 to 8 Business days
Express Ship (EMS):
2 to 4 Business days

Asia Pacific:
FREE Shipping:
8 to 16 Business days
Express Ship (EMS)
: 4 to 8 Business days

Australia:
FREE Shipping:
8 to 16 Business days
Express Ship (EMS):
4 to 8 Business days

These delivery times are of course out of our hands and based on normal circumstances. If Customs intercept the parcel then they will notify you, not us. So please be patient. Emailing us every day is not going to speed things up!

I made an order and I haven’t received them yet. Where are my cigars?

All deliveries are guaranteed with tracking information so you can trace the journey to your doorstep. If there is a lack of detail in the tracking information that is because your countries postal service has not updated the information and there is nothing we can do about that. Sometimes Customs stops the parcel and take an eternity to inform you. Be patient and wait a few more days. Unless Customs have seized the goods (which is your responsibility) then we will either replace it or refund your money if you do not receive them within 90 working days.

How much is shipping?

Shipping is free on all orders.

Do you ship to my country?

We guarantee delivery to your door anywhere in the world unless the non-delivery is caused by your error, for example you give us an incorrect address. If you see your country at the checkout then the answer is yes, we ship to your country.

Tracking says it has been delivered but I haven’t received them.

If tracking indicates that your package was delivered, we are not responsible if it goes missing. Ask your housemate- he may be smoking them.

TAX AND CUSTOMS

Do I need to pay taxes when I bring them in?

Most international orders are subject to Customs Duty and Tax regulations specified by the designated country and are the sole responsibility of the customer. You may contact your local customs office for details. Once your order has been dispatched, you cannot refuse the shipment.

If you have had previous bad experience ordering online and think your parcel is likely to be rejected by your countries Customs, please don’t order.

How much is the tax?

www.online-cigars.com does not assume any responsibility for any duties, tariffs, taxes, customs or brokerage fees, delayed shipments or any further inconveniences caused by domestic Customs offices. Sorry- its simply out of our hands!

REFUND

What if I’m unhappy with my cigars?

In the highly unlikely event that you are not completely satisfied with your cigars, simply contact us within within 7 days of reception of the order. We will give you detailed return instructions. All return packages must be authorized by us prior to shipping and you must provide us with a tracking number immediately after sending the package/s.

Returns for cigars will only be accepted with original bands, cellophane sleeves, tubes, or other “individual” packaging still intact. Because taste is such a personal thing, we will not accept returns for cigars that you just do not like the flavor of and that have no quality issues. We think that’s fair.

Do not smoke the cigars- all of the order must be returned in its original package to Us.

HUMIDITY

How do you store your cigars?

We store all our cigars using state of the art industrial-grade humidity control, at 70RH (relative humidity).

How should I keep my cigars at the right humidity?

Use either a good humidor or some kind of homemade humidor device (for example using an airtight container and a Boveda humidity pouch). Keep your cigars at around 70RH or around 65RH if you live in more humid environments. Of course, its an individual decision so experiment and do what works best for you.

When can I smoke the cigars I receive?

While you can smoke the cigars immediately after receiving them because we pack them carefully for transit to keep their freshness, if you have a humidor, we recommend to rest them for one or two weeks to allow them to settle.

AUTHENTICITY

How do I know your cigars are authentic Habanos?

All products sold on online-cigars.com are guaranteed to be 100% authentic. Our goal is to provide the best service with the best possible pricing. No tricks, no gimmicks. All boxes are shipped with their original barcode on them which you can check on the Habanos Verification website by clicking just here.