As a general rule, packages are shipped within 48 hours of receipt of payment, via GLS with a tracking number and delivered to the address indicated in the purchase process. We will provide you with a link so you can track your order online.
Shipping costs include handling and packaging costs. Handling costs are a fixed price, while transport costs may vary depending on the total weight of the package. We advise you to group all your items in one order. We cannot combine two different orders, and shipping costs will be applied to each one individually. We are not responsible for any damage to your package after shipping, but we do our best to protect all fragile items.
The boxes are large and your items will be well protected.
Cigarte Ibérica, S.L. will not send any product until the Administration Department has verified that payment has been made.
Delivery will be considered to have been made when the carrier has made the products available to the customer and the customer has signed the delivery receipt document. It is the customer's responsibility to check the products upon receipt and to state any reservations and claims that may be justified in the delivery receipt document.
Cigarte Ibérica, S.L. will send the products by the means it deems appropriate to meet its commitments.
A shipping charge will be applied and will be clearly stated during checkout.
We only sell products in stock and limited series on our portal. However, the synchronization of the website with our warehouse is not instantaneous. In addition, in the period between when a customer registers an order on the portal and when we receive and process the proof of payment, a product may be out of stock. Therefore, there may be an isolated case in which we cannot fulfill an order due to lack of stock.
When it is not possible to fulfill a product due to lack of stock, Cigarte Ibérica, S.L. will contact the customer to inform them, cancel the order and return their money immediately by bank transfer.
If the order arrives in poor condition, it must be noted on the carrier's delivery note. At Cigarte Ibérica, S.L. we try to pack the products in such a way that they are perfectly protected. In the case of packaging that is in poor condition, hit, wet or manipulated, we always recommend noting it on the carrier's delivery note so that there is a record. The merchandise may be in perfect condition even with damaged packaging, but to resolve conflicts it is always preferable that this is noted from the moment of delivery. In any case, contact us as soon as possible and we will try to find a solution to the problem.
You can return any item purchased at www.cigarte.com during the following 14 calendar days after purchase, whether the cause is a factory defect or error in shipping (receiving one product for another) or for personal reasons such as you changing your mind about the purchase.
In the first case, the procedures are free of charge for you.
In the second case, you must take care of the required shipping costs.
Contact us at hola@cigarte.com or by calling customer service: 34 91 733 89 98 and we will always try to resolve the issue as soon as possible.
You can request a return through hola@cigarte.com or by calling customer service: 34 91 733 89 98.
You will have the option of:
Once the return package is received, it will be verified and the return will be approved. After verification and approval, another unit of the same item will be sent to you, or another product of your choice (of the same price or pay the difference) or the amount of the product will be refunded to you by the same method in which you paid for your purchase (credit card, PayPal or transfer).
After verification, you will receive a confirmation email indicating that the amount will be credited to your account in a few days or that the new product will be received.
The deadline for making a return is 14 days from the date of purchase, both in-store and online.
Contact us at hola@cigarte.com or by calling customer service: 34 917 338 998 and we will try to solve the problem as soon as possible. Cigarte Ibérica, S.L. reserves the right to reject returns that are communicated or sent outside the established deadline or products that are not in the same condition as when they were received.
