• Do you guarantee the quality of your cigars?

The quality is simply guaranteed. All our cigars are official premium Habanos SA production, if for any given reason there is a problem with the quality, clients are welcome to return the cigars back for replacements or full refund.

• How are your cigars stored?

Our cigars are stored in our walk in humidor in Geneva, at optimum storage conditions at a constant temperature of 18 degrees Celsius and between 65 and 75% relative Humidity 24/7. We are proud to be one of the two retail stores in Switzerland to have the same high end equipment for cigar storage.

• I received a box of cigars with mold on it, what should I do?

The mold is the sign of the last phase from the maturation process of the cigars. It is not unusual to see mold on aged cigars. As for new production, mold is a sign of over humidification, this problem can be resolved by brushing the cigars with a cloth or even with your fingers. In some rare cases (80% humidity for a long period of time) the mold could get inside the cigars and affect the taste. In our electronically controlled 24/7 facility this is just impossible.

• The cigars have an Ammonia smell and taste, is this normal?

The ammonia chemical smell is a sign that the cigars are very fresh, let them rest for a couple of month and the taste will be much better, as the ammonia smell will fade with time as essential oils come out of the cigar with maturation.

• The cigars are very dry, what can I do?

The vacuum seal might have broke in transit, let the cigars rest for a couple of weeks in your humidor while increasing the humidity level progressively from 60% to 70%.

• I received my order and saw that the box seals were broken, is that normal?

By default and for quality assurance we open most of the boxes prior to shipping. If you want your cigars sent in the sealed box all you have to do is to mention it in the shipping instructions field on your order form.

• I don't have room for more boxes in my humidor and I want to take advantage of your weekly promotion, do you offer a storage service?

You can place your order and request not to ship it and to reserve it for you and we will select all your cigars and put them aside and whenever you want them shipped all you have to do is send us a message.

• I have a store credit/balance, how can I use it?

All you have to do is to click on "use my balance" button on your order check out page. your balance will be added/deducted from the total amount and you will pay only the difference.

• Do you provide box codes?

 We will provide available box codes on a specific product upon request.

• Why is my order partially shipped?

For some destinations we prefer to limit the quantity of the cigars shipped in one package due to import laws and technical issues, the remaining of your order will be shipped the next working day. You can login to your account to view the details.

• I mistakenly placed my order twice and paid for it, what to do to cancel one of the charges?

If your duplicated order is not shipped yet, just inform us and we will reverse the charge immediately, if your order is shipped you will have to return the cigars and we will refund your card. In both case please do not request a refund from your bank directly because this will start a dispute process and will take much longer to resolve by the billing company.

• How to choose a good cigar?

A Cuban cigar should have an aroma and a soft touch. Always avoid dry cigars, you never know in which condition they were kept. A Cuban cigar doesn't always have a beautiful wrapper, when compared with a Dominican cigar like the Davidoffs, but what matters is the filler. The wrapper has no impact on the cigar taste; nevertheless it's pleasant to the eye to have a nice silky brown wrapper with an oily shade !

• Do you really offer free shipping?

We offer free world wide delivery for orders over $100 otherwise a flat processing fees of $20 will be added to your order if it doesn't meet the $100 minimum basket store policy.

• Are you sure the cigars won't dry out during shipping?

The cigars are vacuum sealed prior to shipping. The packaging is made to endure 6 months outside a humidor without any problem.

• How long does it take for delivery?

Delivery takes from 3 to 10 working days, depending from the destination and the carrier. for instance it takes 3-4 days to Canada by Postal Services and 2-3 days to Australia by Express Courier or 10 days by Postal Services

• What about the import taxes?

Clients take on their own responsibility paying the import taxes if applicable, if package is rejected the client will have to be charged the return fees.

• Do you guarantee delivery?

If for some reason a shipment is not received after 10 business days. We will open an investigation with the shipping company to trace the package. If the package is declared as lost we will send you replacements or suggest a refund.

• What happens if I received a damaged box?

If it is only a few cigars that were damaged, we can replace them with you next purchase free of charge, if it is the complete box you will be asked to send it back and get a free replacement.

• Are you really the oldest online store, how can you prove it?

Our facility is located in Geneva, Switzerland, cigars-of-cuba.com online since 1997 is the oldest online cigars store, this is a copy of the Whois Search results from www.internic.net:

Domain Name: CIGARS-OF-CUBA.COM
Domain servers in listed order:
      NS1.MYDNSSERVER.COM
      NS2.MYDNSSERVER.COM
Domain created on 02-Jul-1997
Domain expires on 30-Jun-2016

• How can I get in touch with you?

The best way is to login to your account and click on Customer Service to post your request. You can also send us an email at: info@cigars-of-cuba.com or give us a call at +41 22 823 10 85

• What does the order status mean in my account?