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QUALITY ISSUES
- 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.
ORDERING ISSUES
- 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 !
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