C.Gars Cuban Cigars

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C.Gars Ltd FAQ's

Welcome to the C.GARS Limited HELP DESK, whatever you are looking for, hopefully you will be able to find the answer here! If not then just drop us an email at customercare@cgarsltd.co.uk and we will of course reply as soon as possible (normally within minutes).

Frequently Asked Questions

Please click the question to reveal the answer.
Who are C.GARS Ltd?

C.Gars Ltd are the largest specialist cigar merchant in the UK, established in the mid 90's as the first UK cigar merchant online. Our retail cigar shops - Turmeaus Tobacconist established in 1817, making us the second oldest cigar merchant in the UK. You could say that we have a lot of experience with cigars but we think we are the most experienced cigar specialist in the country! We have the largest stock and range of cigars, humidors, cutters, lighters and accessories in the country. With huge warehouses in London and Norfolk, purpose built walk in humidors in all of our premises throughout the country.

We guarantee to offer the best prices in the UK and on the odd occasion we may be wrong, we will gladly price match (simply mention price match in comments section of order form). We guarantee you the best service, the best prices and the best products. Managing Directors, Mitchell Orchant and Laura Graham, personally guarantee you the experience of exceptional service and want to hear from you with any comments, praise or criticism as we are here to serve you, email us at customercare@cgarsltd.co.uk

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

We guarantee the highest quality and best value cigars in the UK! The majority of our Havana cigars are stamped EMS (English Market Selection) ensuring that they are of the highest possible quality. Cigars that are not stamped EMS have been quality control checked by our Directors. We store our cigars at the correct temperature and relative humidity, in our own purpose built walk-in-humidors constantly monitored by our Directors. This ensures the cigars reach our customers in optimum condition, matured and ready for smoking.

What about Fakes?

Although we appreciate that there are some unscrupulous cigar merchants out there, rest assured that C.GARS Ltd is supplied by the famous 200 year old importers 'Hunters & Frankau'. As such we are duly authorised retailers of Havana cigar products and our sales team have been thoroughly trained in the manufacture, storage and service of Havanas at Hunters & Frankau's cigar school. Our Managing Director, Mitchell Orchant has been awarded the coveted Silver Chaveta Award for outstanding contribution to the cigar trade.

I only like Maduro or Claro wrappers, how can I be sure the cigars will be the right shade? Can you select my wrapper shade preference?

C.GARS Ltd appreciate that many of our customers have a preference when it comes to wrapper colour and although we can't always guarantee a certain wrapper colour, we are always delighted to search our stocks to ensure that the cigars you require are as close to your preferred wrapper colour as possible. If we feel that you may not be entirely satisfied with the wrapper colour, we would of course email you before shipping your order.

I'm new to the Havana cigar smoking world - where do I start?

We have an enormous range of cigar samplers to suit every budget on the sampler section of the online store. Samplers are a perfect way to begin your cigar smoking experience as they allow you to try different shapes, sizes, strengths and flavours.

I want to try a different vitola, but don't want to buy a whole box - what do I do?

99% of our range is available in singles. That way you can try as many different brands and vitolas as you wish before deciding which cigars suit your palate and committing to buying a full box.

How will my tobacco be sent?

Tobacco will be sent in pouches containing a maximum of 50g, if you have ordered 500g, you will receive 10 x 50g pouches. This is in compliance with the latest tobacco laws.

What forms of payment do you accept?

We accept all major credit cards including Union Pay.

Can promotional offers be used in conjunction with other offers?

Sorry, only one promotional offer may be used at a time.

Is it safe to use my credit card online?

Payments are secure through our Sage Pay system.

How do I know that my details will be kept private?

We use the information that you provide to process your order. C.GARS Ltd does not sell, trade or rent your personal information to others, so your confidentiality is assured.

How much do you charge for regular delivery?

For more information on shipping charges, please visit our SHIPPING PAGE.

What if I'm not satisfied with my order?

C.GARS Ltd is committed to knowing that EVERY time you purchase cigars from us you are 100% satisfied. If this is not the case please check out our GUARANTEE PAGE.

What if I need advice or recommendations?

If you need advice or recommendations at any time, don't hesitate to drop us an email as we are always delighted to advise, regardless of whether you wish to order. We are online 24/7 every day of the year, email us at customercare@cgarsltd.co.uk.

Where can I find out the latest special offers?

C.GARS Ltd sends out a regular weekly Newsletter to all registered newsletter subscribers. Our newsletter includes special offers, latest sampler packs, freebies and current news from the cigar world! If you'd like to receive a copy, just drop an email to customercare@cgarsltd.co.uk

What is your returns policy on aged and rare cigars

Please note that when we supply clients with Vintage and rare Havana cigars, they are sold on a "firm basis". As experts in the field of Vintage and rare Havanas we only sell the best examples of brand, vitola and vintage however these cigars are an "acquired taste" much like vintage wines and regrettably we cannot be held responsible if the flavour of a particular cigar does not suit the client. By ordering aged and rare Havanas you are deemed to accept these terms and conditions.

What is our exchange rate?

Please note that all transactions are charged in UK Pounds Sterling as we are a UK based merchant. Exchange rates shown are for indication purposes only and purchasers should check with their credit card issuer for the exchange rate that their issuer will apply.

Will the cigars arrive in a sealed box?

There has been no such thing as a sealed box� in the UK for the last 25 years or so. The importers who are part owned by Habanos SA open and quality control every single box which is why our cigars are considered the best in the world. All our Havana cigars are quality checked for wrapper colour, overall condition, overall appearance and any signs of infestation before they are placed into our humidor as well as before they leave in the post to our clients.

This is not just a cursory check but a both layers of cigars check making it very unlikely that anything but an excellent box of Havanas is sold.

Our role as the leading UK accredited specialist in Havanas and the second oldest cigar merchant in the UK, is to do a quality control check for the client as well as select the desired shade of wrapper that the client will find aesthetically pleasing. Cuban wrapper does not contribute to flavour/taste just appearance

What is your returns policy?

In the event of a customer being dissatisfied with their purchase the order can be returned within 14 days for full credit or refund provided that the item is unused and in original packaging. Please note that we cannot refund any postage and packing on returned items. Please also note that all returns are subject to a 10% restocking fee.


Whilst all efforts are made to ensure accuracy of description, specifications and pricing there may be occasions where errors arise. Should such a situation occur the company cannot accept your order. In the event of a mistake you will be contacted with a full explanation and a corrected offer. The information displayed is considered as an invitation to treat not as a confirmed offer for sale. The contract is confirmed upon supply of goods. We hope our FAQ will cover most of your queries, but if you're still not sure about anything, just drop us an email at customercare@cgarsltd.co.uk


By placing an order with your credit card, you authorise us to act on your behalf in processing and shipping your order, including using postal or courier service to deliver your order under the terms of sale. English Law states that wines and spirits may only be sold to persons who are at least 18 years old. In Scotland this age is 21. The person to whom delivery is to be made must be above the required age. An adult must be available to sign for the packages and the courier may ask for proof of identification to confirm age. We reserve the right to cancel your order if we are concerned that a minor has placed an order.


C.Gars Ltd products and services meet the physical and technical standards, and provide all necessary controls for our customers to maintain their administrative security compliance standards. Specifically, C.Gars Ltd agrees to: Implement administrative, physical, and technical safeguards that reasonably and appropriately protect the confidentiality, integrity, and availability of the electronic protected financial information that it creates, receives, maintains, or transmits on behalf of our customers. In summary, C.Gars Ltd has implemented reasonable and appropriate safeguards to protect our customers financial and business information. Furthermore,C.Gars Ltd agrees to report to our customers any security incident of which it becomes aware, and will authorize the termination of any customer contract in the case of any material breach of this compliance statement.