FAQ
Shipping & Delivery
How long does delivery take?
Orders are typically dispatched within 1–3 business days. Once shipped, delivery takes approximately 10–30 business days depending on your location and local postal services. You'll receive a tracking notification as soon as your order is on its way.
Do you ship discreetly?
Yes — all orders ship in plain, unbranded outer packaging. The contents are not visible or identifiable from the outside. We also offer the option at checkout to remove any branded inner packaging if you'd like maximum discretion.
My order hasn't arrived — what should I do?
If your order hasn't arrived within 30 business days of dispatch, please contact our team. We'll investigate with the carrier and work to resolve the situation as quickly as possible — whether that means locating your package, arranging a replacement, or issuing a refund.
What if my package is lost in transit?
If your order is confirmed lost, you can choose between a replacement shipment, store credit, or a refund — whichever works best for you. Simply reach out to our team and we'll take care of it.
In the rare event that both your original and replacement packages arrive, we'll ask you to either pay for the duplicate or return it within 30 days.
Cigars & Quality
Are Cuban cigars stronger than other cigars?
Not necessarily — Cuban cigars span the full spectrum from light to full-bodied. What sets them apart is complexity: the unique terroir of Cuba, its climate, and generations of rolling expertise produce a subtlety and depth that's difficult to replicate elsewhere.
Each cigar on our site is rated by strength, so you can always find the right match for your palate — whether you're just starting out or seeking something more robust.
Does the color of the wrapper affect the taste?
In short: very little. The wrapper accounts for roughly 3% of a cigar's overall flavour profile. Cuban cigars come in a wide range of wrapper shades — from claro and natural to colorado, maduro, and the rare oscuro — and if you have a preference, we'll do our best to match it.
What has a far greater influence on taste, burn, and strength is age. A Montecristo No.2 at six months smokes very differently to one at three years, and differently again at five. Time is the real ingredient.
Why are some cigars difficult to draw?
Because every cigar is handmade, small variations are natural — and part of what makes them special. Occasionally, a cigar may be rolled slightly tighter than ideal, resulting in a firm draw.
If this happens, we recommend resting the cigars in your humidor for a few weeks at 16–18°C and 65–70% humidity. This often resolves the issue as the tobacco relaxes.
If the problem persists, get in touch. We'll credit you for any defective cigars on your next order — no hassle.
Are the cigars ready to smoke when they arrive?
Yes — every box is vacuum-sealed before shipping, which preserves freshness for several weeks. So you can light up as soon as your order arrives.
That said, for the best possible experience, we recommend letting your cigars rest in your humidor for at least a week after delivery. Shipping is stressful for cigars — they travel far and fast. A little time to recover makes a real difference.
Remember: cigars are living matter. Fermentation continues long after rolling. The more patiently you wait, the more fully they'll express themselves.
Why prices are so different from one website to another ?
Tobacco taxes vary dramatically by country, which creates significant price differences globally. Switzerland imposes relatively low tobacco taxes — and the Cuban cigars imported here meet the highest quality standards in the world.
By ordering through us, you benefit from 100% authentic Habanos products, the strictest quality controls, and prices at least 5% below official Swiss recommended retail — savings we pass on because we operate without a physical storefront.
I noticed white fuzz on my cigars — is something wrong?
Not at all. What you're seeing is "bloom" or "plume" — a natural phenomenon that occurs when a cigar is stored at ideal humidity. As the tobacco oils migrate to the surface, a fine white powder forms. It's actually a sign of quality storage.
Simply brush it off gently with your finger or a soft cloth. It has no effect whatsoever on taste or quality.
Orders & Checkout
How long do I have to report an issue with the quality of my cigars?
Any quality concerns must be raised within 3 days of receiving your package. We cannot offer compensation for quality issues reported after this period.
Customs & Duties
Will I have to pay customs duties?
This depends on your country's regulations. Many destinations impose import duties or taxes on tobacco products, and these charges are the customer's responsibility. We recommend checking your local customs rules before placing an order.
We're happy to advise on common destinations — just ask.
What happens if I decline to pay customs duties?
If customs duties are not paid and your package is returned to us, we are unable to take responsibility for the return shipping costs or any losses incurred. To avoid complications, please ensure you're familiar with your country's import rules before ordering.
If your package is held at customs and you're unsure what to do, contact us — we'll do our best to help.
Authenticity & inspection
How do I know my cigars are authentic?
Before anything reaches your hands, each box is inspected by our trained team for weight, ring gauge, length, wrapper colour, rolling quality, and cap integrity. Only boxes that pass every check are accepted into our humidors.
Switzerland's strict import controls and direct distribution chain make it one of the safest places in the world to buy Cuban cigars.
Why did my cigar box arrive with a broken seal?
This is intentional — and a sign of our quality process, not a problem. We break the seal on every box during our rigorous inspection before the cigars enter our humidors. A box that arrives with an intact, untouched seal would actually mean it bypassed our checks — which we'd consider an error on our part.
Rest assured, every box you receive has been hand-inspected before it was ever packed for shipping.
Why is part of the Seal of Guarantee covered by a label?
During international shipping, we cover the barcode section of the Cuban Seal of Guarantee with our own label. This is standard practice in authorised e-commerce distribution — it protects the integrity of country-specific allocations and distribution channels.
It does not affect the authenticity of your cigars in any way. All products come directly from official distribution and have passed our full internal quality checks.
Returns
How do I return an order?
If you need to return your order, please contact us first so we can guide you through the process. Once we've confirmed your return, send the package back to us and we'll be in touch as soon as it arrives to arrange either a reshipment or store credit, based on your preference.