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. Please see our shipping page for more information.
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?
Express shipping is free on all orders £100+. We have even faster options which are charged per order at the checkout.
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. 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. Similiarly, if you're not comfortable paying the duty/VAT charges then please do not order.
How much is the tax?
www.online-cigars.com is not in a position to be aware of all regulations pertaining to customs offices all over the world therefore please contact your local Customs office before ordering. 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!
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.What currencies can I pay in? We accept payments in Pound Sterling £ via credit or debit card, just select your currency option from the right hand side of your screen and complete your payment in the appropriate currency. You can also pay via Alipay or WeChat Pay, please select this option at the checkout and we'll send you a QR code to use to complete the payment.
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.
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.
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.
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.