FAQ

FREQUENTLY ASKED QUESTIONS

What methods of payment do you accept?

We currently accept Visa, Mastercard, Amex, and Union Pay.

What currencies do you accept?

We only accept USD. All prices are displayed in USD.

Is there a minimum order for free shipping?

There is no minimum order for free shipping for boxes of cigars. For singles, there is a 12-stick minimum for your order to be processed.

Do you guarantee the cigars you sell are authentic?

We guarantee that our cigars are 100% authentic. We always recommend that new buyers speak to a few of the members on some of the well know cigar forums and social media channels and ask about our operation and reputation. We suggest you make your purchase only once you are totally assured you have nothing to worry about.

Do you guarantee delivery?

We always guarantee delivery unless the customer has specifically requested an untracked shipping method. In the very rare circumstance that you do not receive your cigars, we will refund or reship your cigars. Please see our Terms and Conditions for clarification of this policy.

How do you ensure the cigars will arrive in good condition?

We package each box individually with foam padding on the inside to protect the foot of the cigars. We then shrink wrap each box with a humidity pack to ensure and ideal transportation climate for your cigars. Lastly, we add additional protective materials on the outside to further protect the box from damage in transit.

Will I have to pay taxes and duties for my order?

All taxes and duties are the responsibility of the buyer. We suggest that you contract your local customs agency to fully understand the procedure and applicable excise rates in your country. If the boxes are returned to us for duty reasons, you will be liable for any duty charge when the cigars re enter Hong Kong. You will also be subject to a restocking fee of $50. Please see our Terms and Conditions for clarification of this policy.

How long will it take to receive my order?

Due to the paperwork required when shipping out of a bonded warehouse, it usually takes us approximately 3-4 working days to dispatch your order. Once dispatched, it should take about 10-22 working days to receive your order, depending on the shipping speed of your local post.

Why was the barcode scratched off my box?

Although this doesn’t happen often, on occasion your box may have the barcode removed. A few of our distributors to this to protect themselves, as they are selling the cigars out of their authorized region. This is a very common practice for grey market vendors in every industry, from watches to cigars. If you are not comfortable with this, please do not order from CoH.

What do I know if my order has gone through?

Once you successfully place an order, you should receive an automated order confirmation e-mail, in which case no further action is needed from you and a dispatch e-mail will shortly follow when the goods have shipped. If you don’t receive an order confirmation e-mail, it means your order did not go through. If this is the case, please contact us at your earliest convenience.

I ordered 3 boxes, but I have only received one?

It is very common for boxes to be delivered separately even though they were all ordered and dispatched on the same day. You will receive your other boxes in the days to follow.

What about my privacy? Is my personal information protected?

Please view our Privacy Policy, for a detailed description on how we collect, store, and use your personal information.

Is it safe to use my credit card on your site?

Here at CoH we use the industry standard, Secure Socket Later (SSL-128) encryption, to ensure we are fully secure for online transactions.