A: The cigars will be packed and shipped in their original packaging. The box will then be bubble wrapped to avoid damage during transportation.
A: we accept Visa, Master Card, Union credit card, Alipay and Wechat Pay. We also accept Apple Pay and Google Pay. If you would like to use another form of payment, please reach out to our customer service team at service@520cigars.com
A: The currency at your IP address will be displayed on the website but each transaction will be processed in Hong Kong Dollar.
A: You can select the notification button to receive a notification email when the product is in stock again.
A: We ship worldwide except that we do not ship to the United States. We do not currently ship to Hong Kong but please stay tuned as we are working on making this possible in the future. We comply strictly with all export, customs and other relevant rules and regulations. If in doubt, please reach out to our customer service team.
A: We may not ship all your boxes in one single parcel to ensure all relevant customs requirements are satisfied. For other requests, please reach out to us.
A: Estimated delivery times may take between 14 – 28 days depending on the jurisdiction. Actual delivery times may vary. Delivery charges are automatically calculated at Checkout.
A: Yes, each delivery is guaranteed. However, you are responsible if you provide incorrect or inaccurate delivery address or the delivery was unsuccessful due to your absence at the delivery address. We are also not responsible for stoppages by local customs and where loss arises from illegality.
A: For damaged items, if such items had been damaged in transit, please reach out to our customer service team. No claim will be accepted if submitted after 90 days from the date the order is made.
A: Customs, duty and levy requirements vary from jurisdiction to jurisdiction. The price shown next to each item does not include any tax, duties, fees or charges and you are responsible for ensuring that you comply with all relevant laws and regulations including but not limited to the requirement to pay duty, tax, fees and charges.
A: Local customs may open packages for inspection to ensure there are no illegal contents in the packages. Please note that this is out of our control but rest assured that all our products are 100% authentic and genuine, checked to ensure that the product is of the highest quality before packaging and shipment.
A: Please reach out to our customer service team. Please note that we will not process any refund if the reason for asking for a refund is that you simply do not like the taste or flavour of the cigars. Please note that you must not ship back any products without our prior written consent. In the event of uncertainty, please reach out to us.
A: You may change or cancel your order at any time before the order is shipped. The order is confirmed once shipped, no cancellation will be permitted thereafter.
A: Our warehouse is located in Hong Kong. It is humidity and temperature controlled to ensure that all our cigars are kept and maintained at an optimal level. The warehouse temperature is maintained at 18C with humidity of 65%, monitored 24/7 by computerized humidity and temperature control system.
A: We will investigate every suspected fraudulent transaction and take all necessary steps to resolve such matters including reporting the matter to the police and taking civil and criminal action against the relevant parties. Fraudulent transactions include without limitation using fraudulently obtained credit cards, claiming non-delivery whilst actually having received the items etc.
A: Please contact our customer support team at service@welcigars.com and provide detailed information about the matter including order number, photographs, description of the issues, account name, purchase date, photographs of the product. We endeavour to get back to you as soon as we are able to.