Skip to content

Frequently asked questions

What does EGM Cigars stand for and what do you do?

 

EGM Cigars is a Cuban Cigar specialist, based in southern Switzerland. Our warehouse is stocked with all of the products that you see online and everything is ready to be shipped out internationally. We stand for competitive prices and excellent customer service and we hope that this website of ours may help facilitating some memorable smoky events in your lives.

 

How long does it take for my order to be delivered?


We dispatch your cigars and accessories within 3-5 working days from date of purchase. Depending on where in the world you are located, it can take up to 2-3 weeks for delivery but sometimes as little as 2-3 days! All our parcels are traceable online and a tracking number will be emailed to you as soon as your goods are on their way.   

 

What does the term ring gauge mean and how is it measured?


The Ring Gauge is the diameter of a cigar, in other words its thickness. It is always measured in 64ths of an inch, meaning that a cigar with a 64 ring gauge will have a diameter of one inch.

 

How can I be assured of the quality of the Cigars when they arrive?

 

All our Cigars are inspected by a cigar specialist prior to dispatch. If you ordered full boxes, these will be lined with bubble wrap around the foot and head of the cigars to avoid any damage while traveling. If you ordered single cigars or cigar samplers, they will be packed inside a travel proof pillow box so you can rest assured the cigars won’t be damaged by the time they reach you.

Cigars will also be shipped in an airtight environment in order to keep their optimal humidity.

 

How can I make sure my Habanos are being stored correctly and how do I keep them at their prime?

 

Our warehouse in Switzerland has a controlled temperature of 18˚ C, all year round, as well as a set Relative Humidity of 65%. Your cigars are therefore shipped in their ideal condition and are ready to be enjoyed as soon as they arrive. In order to keep your cigars at their ideal temperature and humidity we recommend you to keep them inside an airtight humidor with some form of humidity control, in a cool place.

 

What forms of payment do you accept?

 

We accept all international Visa, Mastercard and Union Pay. You can also choose to pay via Bank Transfer upon request among the payment options available at checkout. An email will be sent to you with all the necessary information to complete your payment.

 

Is it safe to use my credit card online?

 

At EGM Cigars we take maters of online payment security very seriously. All our payments are handled in full compliance with the PCI DSS international rules and we only work with global leaders in online payment solutions. We will never store your credit card information nor share it with any third party.

 

What are your delivery charges?


Delivery charges vary depending on the country you are ordering from and wieght. We revised our shipping conditions trying to optimize them and offering a better average cost. Delivery costs are now calculated considering the weight of the products you buy. Our system authomatically calculates the weight of your cart and offers you the best shipping options. You will now have free shipping for orders above 2kg.

 

I have purchased some cigars from you, but the seals are broken on the boxes. Is this normal? 

This is absolutely normal as we would never ship sealed boxes. In fact, we inspect every single box of cigars coming in our warehouse as well as going out. This is done for two important reasons. Firstly, we want to ensure that the cigars we ship are in line with our strict quality standards in terms of wrapper quality and storing condition. Secondly we would never run the risk of sending our cigars with mould or, even worse, weevil infestation. You can rest assured that the quality of cigars purchased on egmcigars.com will be second to none.

 

What if I’m not satisfied with my order?

If you are not happy with your order please contact us on info@egmcigars.com explaining the reason for your dissatisfaction. We will do everything in our power to either replace or return your products until you are fully satisfied with our service.

 

Where can I find out about the latest special offers?

To find out about the latest promotions and offers make sure you sign up to our newsletter. You can add your email address to the section on the bottom right of our homepage, under “Be in the know”.

 

Where can I ask for advice or recommendations? 

Whether you are new to cigars or a seasoned aficionado, please remember we are here to help. Feel free to contact a member of our team either by phone on +41 91 682 14 18 or by email on info@egmcigars.com. We will be delighted to hear from you.

Quick Shop