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Billing
How come my order is canceled but the payment still shows on my bank statement ?
When you press the submit button on the order form it sends what is called an authorization request to your credit card company. This request includes the amount of the order as well as the billing information you included on the order form.
Your credit card company then not only verifies that the card is valid and that the amount is available, they also verify the full billing information that was entered.
If the card number is valid and the funds are available they put an authorization hold on the funds and return information to us on if the billing information entered was also valid.
An authorization is only a hold on the funds for a possible future transfer of funds. This hold is temporary and if the transaction isn't settled it will expire even without any action. It is not a completed transaction and no funds are transferred at that time. Unfortunately, we cannot expedite this process.
How can I pay my order ?
For your security we use certified billing companies to run the credit card charges. You can use Visa, American Express, diners or JCB cards on cart checkout. You'll be directed to a secure platform where you can put your credit card details.
You can also send us a bank remittance (wire from your bank to our bank). On cart checkout you'll see our bank details that you can copy or print and use to send us the amount of your order.
If your order has already been placed, you can login to your account, click on Orders History, follow the link "Pay now by credit card" to make payment.
Inquiry
I need to place an order by telephone.
Please submit your case and provide your phone No. and the preferred time frame to call you. Please take into consideration that our office hours are 8:00 am to 5 pm (GMT +1) that's for instance New York +6 or Tokyo -9
Quality Issue
I received a box with 2 codes on the back and a REVISADO stamp
Sometimes Habanos stores batches of cigars for a few years, and when they release them for export, the boxes are double checked and revised for quality control, this is why they are stamped with REVISADO and the new date of inspection. The box is resealed with another Republica de Cuba green seal.
Cigars are hard to draw for my taste
Cuban cigars are in general not fluffy as Dominican or other origin cigars can be. Some shapes in the Cuban range are harder to draw than others. Lonsdales are more tightly rolled than Robustos. However sometimes it happens than cigars are too tightly rolled/plugged and totally unsmokable. In this case you can either try to identify the node on the body of the cigar and try to relax it or give up and light up another one ! Every Cuban cigar smoker knows that unfortunately we cannot get 25 perfect cigars out of 25 from a box, this is a natural hand made product in Cuba and not a Rolex watch !
The cigars have white or green spots
The spots on the cigars are usually related to the maturation process, it doesn't affect in any case the quality of the cigar.
Does a Cuban cigar improve with age ?
Cuban tobacco is fermented in a way to maintain organic material residus. With age a Cuban cigar continues its fermentation process in a slower way. When the cigar gets to about 10 or 15 years, the organic material turns inorganic and burns much better. Aged cigars give richer aromas than younger cigars but a much more mild and refined flavor.
How can I return an unwanted product?
Depending on your guarantee level you can ask to send back a product and get a replacement or a refund. Return fees are on your charge. Open an issue here or give us a call and we'll get back to you with a return ticket and an address to ship the product to.
PS: Money back guarantee are of 15 days for regular clients or 60 days for clients who make bank wire prepayments.
Shipping
The box that I received have broken seals.
We open most of our boxes for quality inspection prior to shipping. Though rare, some cigars arrive either damaged or not in optimal condition from Cuba. By inspecting we can prevent our customers having to ship the cigars back to us unsatisfied. If you'd prefer to receive sealed boxes in the future, make this request by typing "Intact Seals" in Shipping Instruction Field, at the time of ordering. We deal exclusively with Habanos products and our reputable House is famous not only in Switzerland but also on Internet since 1997.
Did you ship my order ?
We usually ship the orders same working day if order placed and paid before 9:00 am Geneva time or next working day if the order was placed and paid after 9:00 am Geneva time. We don’t ship during the weekend or during Swiss national holidays. As soon as your order is shipped you will receive a tracking number by email and your order status will be updated to shipped, you can check your tracking number any time you want by logging in to your account and clicking on your shipped order.
Do you ship to the USA ?
Shipping to the US is possible, you have 2 options:
-Shipping in the original boxes with the labels on, via postal service, delivery could take up to 10 working days. -Shipping without the original boxes and the labels, via Express courier, guaranteed delivery in 3 working days. Shipping the labels or and the original boxes separately is possible for an extra 20 US$ per box.
Shipping cost ?
We offer free worldwide shipping for all orders. Our minimum basket is $150. A $24 participation fees will be added for orders of less than $150 value.
I still didn't receive my order.
Delivery by Express Courier is a 3 days service. Delivery time with the postal service is not guaranteed, usually the parcel is delivered in 5 to 10 working days, but to some destinations it could take more time (up to 4 weeks). We can open a claim at the post office only after 15 business days from shipping, but in any case there is nothing to worry about the delivery is guaranteed and we will send a replacement if parcel is lost.
How long does it take to ship?
We ship same day or next busniess day of reception of payment.