Shop FAQ

• Visa, Mastercard, American Express (AMEX)
• Postfinance, Postcard
• Twint
• Prepayment (2% discount)
• Invoice (20 days)

• up to 8% box discount on cigars
• free delivery from 80 CHF order value
• automatic collection of bonus points
• free items depending on basket value
• additional 2% cash discount for orders by prepayment

In the Cigars section, you’ll find a comprehensive filter to help you easily find your favourite cigar.

• Strength: The strength indicates the nicotine content of the cigar
• Aroma: How intense the cigar’s aroma is.
• Ring gauge and diameter: The diameter of the cigar. The diameter can be calculated from the ring gauge using the following formula: Ring gauge / 64 * 25.4 = diameter in mm
• Length: The length of the cigar.
• Wrapper colour: There are eight different colours: Claro, Colorado, Colorado Claro, Colorado Maduro, Maduro, Oscuro, Caro Claro (green) and Twister for two-colour cigars.
• Shape: The shape can be selected using symbolic images.
• Alutubos: The cigar is packaged in an Alutubo (aluminium tube).
• Limited Edition: Limited-edition cigar ranges are regularly produced to mark special occasions. These are usually produced only once in limited quantities and are therefore available only whilst stocks last.
• Maduro: Maduro cigars have their own distinctive flavour profile due to the special fermentation of the tobacco. Typically featuring notes of cocoa, nuts and coffee.
• Box-pressed: Box-pressed cigars have a square cross-section rather than a round one. This is achieved by applying a special pressing method to the cigar. As a result of the pressing, the cigars have an easier draw and develop a more intense aroma.

No. We seal all our cigars in food-grade cling film – both individual cigars and boxes. The advantage of this is that it prevents moisture from being absorbed by the cigars or escaping from them. The cigars thus retain the humidity from our humidor. You can find all the information on cigar storage here: Our Cigar Storage.

The cigars are then carefully packed into the parcel so that even hard knocks during transit cannot damage them.

Bonus points are automatically collected with every purchase on zigarrenversand.ch and can be redeemed as a voucher on a subsequent order. Alternatively, various items in the shop can be paid for directly using the points.

To redeem the bonus points, proceed as follows:

1. Log in to the shop.
2. Add products to your basket
3. Go to the shopping basket: Click on the shopping basket in the top right-hand corner. A window will open on the right-hand side. Now click on ‘Edit shopping basket’.
4. In the shopping basket, set the number of bonus points you wish to redeem. It is important to drag the slider for setting the bonus points all the way to the right.
5. Use the “Redeem bonus points” button to exchange them for a voucher. The amount should then appear as a voucher in the list of items.

Depending on the size and weight of the items ordered, the order will be sent by standard post (securely packaged) or by parcel post. In both cases, the parcel should be delivered by Swiss Post the following day, Monday to Friday be delivered.

Postage costs for Switzerland and Liechtenstein are 7.50 CHF for orders up to 80 CHF.

• up to 80 CHF – delivery charges: 7.50 CHF
• 80 CHF and over – free delivery!

We pick and pack hundreds to thousands of items every day. We take great care to ensure that everything is picked and dispatched correctly. Despite our best efforts, it can happen that the wrong item is sent. Should this occur, please contact us. We will then send you the correct item. Along with the item, we will send you a returns form, which you can use to return the incorrectly delivered item to us free of charge.

• Please contact us by email or telephone, quoting your customer number or order number . Click here for our contact details.
• Please wait for a reply from us.
• We will send you the correct item.
• You will find a returns form in the parcel (containing the correct item).
• Please place the incorrectly delivered item in the parcel and stick the label onto the parcel.
• The label is already prepaid, so the return delivery will cost you nothing.

Please report the faulty product via the following link, providing a detailed description: Faulty product

Important: We are only the retailer of the cigars and not the manufacturer. We, too, must return faulty products to our suppliers. Please therefore keep the products until you receive a reply from us regarding how to proceed.

Tobacco is a natural product and is subject to natural variations. Hand-rolled cigars are subject to further variations, which is why cigars may not always draw evenly. If a cigar does not draw properly and cannot therefore be smoked, you must proceed as follows:

1. It is important that the cigar is always lit first. Tightly rolled cigars can still draw normally, just as soft cigars can have a poor draw. You should therefore always light the cigar first; this is the only way to assess the draw correctly.
2. If a cigar is stored in conditions that are too humid, the tobacco inside the cigar expands and blocks the air channels. Cuban cigars are particularly prone to this. One way to remedy this is to remove the cigar from the humidor about 15 minutes before smoking it.
3. If the cigar does not draw properly, let it go out. It should not have been smoked for more than a quarter of its length.
4. IMPORTANT: We need the cigar returned. As we are retailers and not the manufacturers of the cigars, we must also return them.
5. To arrange a replacement for the cigar, please contact us using the form ‘Defective Product’.

That’s no problem. You’ll find an order overview in your account. When you view the order you want, you can click the ‘Repeat order’ button. This will add the items to your basket again. You can then proceed to checkout to complete the order.

If you are not receiving emails from us, there may be two reasons for this:

• Our emails end up in your spam or shopping folder. Depending on your email programme, you can mark our email address as ‘not spam’ or add the email address to your contacts. Sometimes, simply moving the email from the spam or shopping folder to your inbox is enough.
• If you haven’t found the emails in your spam folder either, the address we have on file may be incorrect. In this case, you can contact us at any time so that we can correct it.

Depending on the value of your basket, you can select free items. These are unlocked based on the basket value. To benefit from the free items, please proceed as follows:

1. Log in to the shop.
2. Add products to your basket
3. Go to the shopping basket: Click on the shopping basket in the top right-hand corner. A window will open on the right-hand side. Now click on ‘Edit shopping basket’.
4. Select the item you want under ‘Reward’. It will now appear at the top of the overview marked ‘Free’.
5. You can then complete your order by proceeding to the checkout.