Don Gabriel - Largest Cuban Cigars Shop - FAQ

Frequently Asked Questions & Answers

We sell all brands of Cuban cigars with money back Guarantee. As you can see when placing your order, with us everything is clear – there are no extra or hidden costs, the price you see is the price you pay, no shipping or handling surcharges.
 
Q:Shipping Costs per Order ?
A:€0 Free Shipping Guaranteed !

Q:Minimum Order ?
A:No, There is no minimum order !

Q: How to Buy ?
A: It's very easy to buy from Don Gabriel. You can buy by phone, fax, email, using our friendly shopping cart system. Our website is known in going straight to the point, for us you are a very busy VIP so you will not find multiple menus with the same products but with other names, endless clicks to finish your order, popup windows poping all arround. With us in 3 to 5 clicks you have your order done and ready for shipment next day !

Q: What Guaratees Do You Have ?
A: All our products are originals and in accordance with the highest quality standards. Our exclusive source is Empor,S.A., the official Habanos,S.A. importer for Portugal. By contract signed with Empor,S.A. we have been acredited now the exclusive Habanos distributor to all Portuguese island territories.

After checking the product, all boxes are sealed additionally with our "DG Quality Seal". If the cigars should arrive with this seal broken, we will appreciate you inform us immediately so we can take all the necessary measures with the shipping company.

Cigar boxes are sent in a special package, sealed in our humidor at 70% Humidity and 17º C temperature. This guarantees the maintenance of humidity and temperature of our cigars until they arrive at your door.This package guarantees the cigars’ excellent humidity for about 2 months, if not opened and if kept in a fresh place and away of the sunlight.

All orders are received, handled and shipped from our shipping centre located in a Free Zones within the European Union. The shipping centre is in accordance with the Quality Standards Norm of ISO 9001:2000. Humidification Systems are certified by Stulz Ultrasonic.

Q: How to Pay ?
A: We accept the following payments: Credit cards Visa and Mastercard, Bank Transfers and Western Union – all absolutely secure. Details for bank transfers and Western Union are sent with your order confirmation email.

Important Note : When buying from Don Gabriel you are purchasing goods with the confidentiality guarantee of the Intersapiens Group of Companies. To protect your privacy, your purchase will be shown on your credit card statement as "INTERSAPIENS@DONGABRIEL".

Q: How We Ship ?
A: All the parcels are shipped from our own shipping centre located in a Free Trade Zone within the European Union. We do not use third parties. For shipment we use a secure, registered and certified national courier. You can track your shipment by entering a tracking code in your personal account which will be given to you by email when your order is dispatched. We ship worldwide, delivery guaranteed, either you receive your order or you will get your money back. Your cigars would be delivered conveniently wrapped as a gift which you will see as soon you order from us if is your first time. For security and tax reasons in order to protect you, we ship a single box per shipment. i.e., if you order 4 boxes of Montecristo Nº2, you will receive 4 parcels with 1 box each and 4 tracking confirmartion emails.

Q: Delivery Time ?
A: Europe : 5 - 10 working days / Other Countries : 7 - 15 working days. Tracking information is available via your account.

Q: Order Confirmations, Emails & Invoicing ?
A: For your very first order, you will first receive an initial email regarding your registration. As soon you complete your order you will receive an email with your order confirmation. If you have selected payment by credit card, you will receive a third email with an Invoice/Receipt regarding payment of your order when your credit card is being charged.If you have selected payment by bank transfer you will receive all our bank details in your order confirmation email, and you will receive an Invoice/Receipt regarding your payment when your payment is confirmed by our bank. As soon your order is shipped you will receive a fourth email with order reference, Air Way Bill (AWB) and tracking information.If you do not receive any emails at all, please contact us.

Q: Prices Philosophy ? Why our prices are cheaper ?
A: Because we are located in a Free Zone we don't have to pay import taxes and VAT.

Q: Currencies ?
A: Because we are in the EU zone, all prices are in Euros and all orders are charged in Euros, other currencies are only indicative. The EUR vs Other currencies exchange rate is updated daily. We are not responible for any currency exchange rate difference.

Q: Taxes ?
A: You will pay no taxes (IECs) when buying from us. That's why you will find our prices as being so competive. We ship all our shipments from our own shipping center located in a Free Trade Zone within European Union.

• Note : We do not guarantee that at the destination your country authorities do not charge you import taxes. Usually this does not happen 98% of the times. Any taxes in your country are your responsability.

• Products Restrictions : You are the only responsible to know your country legislation on importing cuban products or any other product on sale in our website into your country.

Q: Replacements, Returns & Refunds ?
A: If you are not happy with your order, or if your shipment is not delivered in the shipping time frame or considered lost or seized, we will either replace or refund your order.

Scenario #1 : You are not happy with the products received ? First you need to contact us and send us details of the problem, then, we will give you a return number and the return adress and you will need to return the product to us. As soon we receive the product and in accordance to our norms we will either re-ship or refund your order as per your instructions.

Scenario #2 : Your parcel is considerered lost or seized by any reason, we will need to receive further information from our shipping company in order to activate the shipping insurance we have. You are absolutely guaranteed when buying from us, we just need some time, usually less than 30 days, to have things clear from the shipping company. Only investigating deeply the problems we can avoid them in the future.

Real Cuban cigars are an absolute pleasure if you receive the right thing. Be careful with fake Cuban cigars they are around everywhere. Try to buy only Cuban cigars from certified merchants with certified authorisations like us.

We are not saying we are the only source of Cuban cigars you can trust, there are a few others, but the number is very limited.

What more could you ask for ? Yes, you could ask about the quality of our dedicated service. For us its Christmas all year round – your cigars will always be delivered to you wrapped as a present, which you will see as soon when you order from us if is your first time.

We invite you to visit our Testimonials page.

Our Motto: "When you sign your name under what you do, Quality is a Matter of Family Honour".