the fine print
Returns and guarantee
Short version: if the cigars are not right when they land, we fix it.
What we cover
Cracked or split wrappers from transit, a wrong vitola or wrapper, a short count, a damaged box, or an accessory that arrives faulty. Tell us within 14 days of delivery and choose a replacement or a full refund.
What we do not cover
Taste. A blend you did not enjoy is not a defect, and an opened box smoked halfway down cannot go back on the shelf. Try a five-pack before committing to a box. We also cannot take back cigars that were stored badly after delivery, since humidity damage happens in days.
How a claim works
- one Photograph the problem before you smoke anything, including the box and packing.
- two Email the counter with your order number and the photos.
- three We reply within one business day with a replacement or refund. On a damaged parcel we do not ask you to ship it back.
Refund timing
Refunds go back to the original card. Your bank decides how fast it posts, typically three to five business days after we release it.
Allocated releases
Drops are covered for damage and errors like anything else, but a sold-out allocation cannot be replaced with the same cigar. In that case the refund is the remedy.