Unopened boxes and accessories, return label on us.

The window runs from the day the order is delivered, not the day it was placed. Start the return inside it and you have a reasonable amount of time to get the parcel to a carrier.

• Boxes, bundles, and samplers still sealed in their original cellophane or wrap.
• Accessories in their original packaging, unused — cutters, lighters, cases, hygrometers.
• Humidors that have not been seasoned. Once a humidor has been charged with solution it cannot be resold.

Cigars are perishable and their condition depends on how they were stored after they left us, so once a box is opened we have no way to resell it. That is a handling limit, not a legal one — and it does not apply when the problem was ours.

• Opened boxes and bundles, single cigars, and anything partly smoked.
• Cigars ordered as singles, since they leave our humidor unsealed.
• Gift certificates, and any item marked final sale on its product page.
• Used accessories, and seasoned humidors.

1. 1Get in touch with your order number ready. The concierge chat is the fastest route, and the order number is on your confirmation email and in your account.
2. 2Tell us which items are going back and why. If something arrived damaged, a photo saves a round trip.
3. 3We email you a return authorization and the shipping instructions for your address. Do not send anything back before you have it — unauthorized parcels cannot be matched to an order.
4. 4Pack the items in their original packaging inside an outer box and hand the parcel to the carrier.

Refunds go back to the original payment method once the return reaches our warehouse and has been checked. Your bank decides how long it then takes to appear on your statement — usually a few business days.

• If a returned item drops your order below the free-shipping threshold, we do not claw the shipping back.
• Refunds are for the price you paid, including any discount that was applied at the time.
• We email you when the refund is issued, so you are not left watching the account.

If a box arrives crushed, an item is missing, or we picked the wrong thing, none of the rules above apply. Tell us and we replace the item or refund it — you do not pay to send our mistake back.

• Get in touch as soon as you can, and keep the packaging until we have sorted it out.
• Cigars that arrive dried out or cracked from transit count as damaged. Say so and we will replace them.