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Help Centre & FAQs

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General Inquiries
What is ILOVECIGAR Club? How can I join the ILOVECIGAR Club? 

ILOVECIGAR Club is the loyalty programme of ILOVECIGAR .com, designed to reward our valuable customers with rewards and exclusive perks. Get started by registering to become a member! Be part of the club today!

Is there any legal age for the membership program?

If you are of legal smoking and drinking age in your country of residence, you can be one of our members!Click to Register

Do I need to pay the tax and duties for the gift?
All duties, taxes, and licenses of your region incurred are the customer's sole responsibility. Refunds and returns do not apply for the gifts or products rewarded by the ILOVECIGAR Club.
Membership Account
How do I sign up as a member?
  1. Click on "Register"
  2. Fill in the required information
  3. You will receive a membership confirmation email
  4. Activate your account

*You must provide an email address and password for member registration. Activate your membership by following the email instruction. If you can't receive the activation email, please get in touch with our customer service team.

I got two accounts from ILOVECIGAR . Can you combine it for me?
The membership account and points cannot be combined/ transferred.
I have purchased from ILOVECIGAR before, will I automatically become a ILOVECIGAR CLUB member?

Please log in here, you can check your membership status on the account page. If not, you might not registered and activate account before, please get in touch with our customer service team.

Get the Points
When can I receive the point?
Points will be issued after we have dispatched the parcel. Please contact our customer service team if you cannot receive the points. We are happy to assist you further.
Where can I check my points balance?

You can log in and check your point balance on your account page.

I forgot to log in before purchase. Can I still get the points for that purchase?
Please log in before check-out! Points won't be rewarded to your account if you check out as a guest.
I used a giftcard for the order. Any points will be rewarded?
No points will be rewarded for the items purchased by a gift card.
Will there be points awarded for the shipping fee?
Additional shipping fee will not be rewarded for bonus point.
When will I receive my birthday points?
The birthday points will be automatically transferred to your account on your birthday.
Use the Points
How can I redeem the points?
Sign in to your account before checkout and you can convert your available points into a discount voucher with one click at the checkout page.
I redeemed the points but I haven't used that immediately, how can I use it next time?
Please find the "Your rewards" section and find your redeemed rewards by the following steps,
Can I use the points on discounted products?
Your point can be applied to discounted products.
Can I use both gift card and points in the same order?
Your point can be applied to discounted products.
Can I use promotional code and points in the same order?
Please be reminded that promotional code and points cannot be used concurrently.
I would like to refund my order. Will the points be deducted from my account?
The points will be deducted from your account once you have applied for a refund.
I would like to refund my order. The order is purchased by points. Any points/ cash will be refunded to my account?
If you want to refund the order purchased with any points, we will refund the corresponding points to your account. Please get in touch with our customer service team for more details. We are happy to assist you further.
Is there any expiry date for the point?
No, there is no expiration date for points.
How will you inform me of the early access to products and member exclusive sales?
Keep an eye on our newsletter! We will announce the latest promotion and early access through email.
Referral
How do the referral works?

Click here and invite your friends to experience the premium cigars & service brought by ILOVECIGAR! Your friend will receive an email with a button to claim the reward. On clicking the button, the friends will then be redirected to ILOVECIGAR.com and offered with a coupon code.

Enjoy coupon off yourself for each successful referral. You will automatically receive the coupon in your email after your friend (Referee) first order has been dispatched.

My friend has a ILOVECIGAR Club member account already, is he qualified for the referral program?
Sorry, only new customers are valid for the referral program.
I referred my friend to purchase in ILOVECIGAR, why I haven't gotten any notification?
Please make sure your friend has made a purchase with the referral coupon code. Otherwise, we won't be able to recognize it as a successful referral.
Is there an limitation on the number of friends I can refer?
There is no limitation! Feel free to share the love of cigars with your friends!
Disclaimer
  • All redemption are non-exchangeable for cash and cannot be returned.
  • ILOVECIGAR reserves the right to modify the above terms and conditions without prior notice. In case of any dispute, ILOVECIGAR reserves the right for final decision.
  • By signing up as ILOVECIGAR Club member, I consent to the collection, storage, use and transfer of my personal information in accordance with the Privacy Policy and Personal Information Collection Statement.
What is ILOVECIGAR?

We are a seasoned online retailer offering the finest service to the finest premium cigars and cigar accessories. (Learn more)

Where is your warehouse located?
Our warehouse is located in Miami.
How do you ensure cigars' quality?
Our warehouse is equipped with world-class humidity and a temperature-controlled system, keeping all our cigars in optimal conditions. (Learn more)
How do I know my order is being confirmed?

You should receive an order confirmation email after your order placement. If you have not received it, please contact us with your order number and phone number. We will be more than happy to further assist you.

What would happen if my order is out of stock?

If the items are out of stock or they are in other conditions that cannot be delivered, we will refund this order to you.

Do I need to pay tax and duties for my parcels?
The price shown on the website will be different between different IP addresses. The final product price depends on the shipping address of your order. Tax and duties are not included in the fixed price for the orders. All duties, taxes, and licenses of your region incurred while shopping at ILOVECIGAR.com are the sole responsibility of the customer.
Can I use more than one promotional code in the same order?

You can only apply 1 promotional code in 1 order. Please be reminded that promotional code can be used once only.You can only apply 1 promotional code in 1 order. Please be reminded that the promotional code can be used once only.

Can I cancel/ edit my order after confirmation?

You may edit/cancel your order for whatever reason up to the point that it is shipped. Please contact us for the cancellation or amendment with your order number.

What payment method does ILOVECIGAR support?
VISA, AMEX, and Union pay credit cards are our available payment gateways.We also accept bank transfers as a payment method.
Can I pay for my order by multiple methods?

Payments for the orders can't be split between multiple payment methods.

I have selected bank transfer as a payment method. Where are the bank details from ILOVECIGAR?

Bank details are attached to the order confirmation email. If you have not received it, please contact us with your order number and phone number. We will share the bank transfer details with you.

How can I change my selected payment method from bank transfer to credit card payment?

Please contact us for more details. We will be more than happy to assist you further.

How do I use the nextCIGAR gift card?
Please enter the gift card code attached with the email during checkout to apply the discount.
The box of my cigar is unsealed. Is it a normal situation?
It is normal to receive cigars unsealed as we conduct a quality check on cigar conditions or maintenance to ensure cigars are at the optimal condition when you receive them.
What if my cigars are not in ideal condition when I received them?
Please contact us for more details. We will be more than happy to assist you further.
There are some white spots on my cigar, can I still enjoy it?
Plume (also called cigar bloom) is a white or grey crystalline substance that simply derives from the natural oils in a cigar’s tobaccos. The plume appears as white spots on your cigars and is harmless. Feel free to contact us if you need more information.
Do I need to pay the tax and duties for the complimentary gift?
All duties, taxes, and licenses of your region incurred are the customer's sole responsibility. Refunds and returns do not apply for this.
When can I receive my parcel?

A. Non-Cuban cigars are shipped within 1-3 business days after the order is placed, they are not shipped on weekends but can be expedited. From express shipping, it is expected to be 5-7 business days to receive the goods, not excluding sometimes delayed to 20 days to receive the goods. Holiday periods are excluded (including the Central American Holiday Holiday).

B. Non-Cuban cigar special orders are shipped within 3-5 business days. Expected to be 15-20 days for receipt.For example: there are some limited quantities that must be ordered from the manufacturer, the manufacturer's shipment date is 3-5 business days, we receive the item, inspect it, and then begin shipping it to you.

C. Limited Editions are available for pre-order only, with a receipt date to be determined.

Do you ship to my country?

We do international shipping, but each country has its own unique import regulations, which are subject to change.Please contact us for further inquiries.

What are the delivery options? Can I choose my own shipping courier?
You can choose your own delivery method at checkout. Or our professional logistics team will assign a suitable courier company for your delivery.
Can I choose the courier besides the shipping option you provided to me?
Additional charges may apply if you want to choose your own shipping courier or any other special request for your order. Please contact us if you would like to have a special arrangement.
I ordered a few boxes of cigars in one order. Can you ship them out separately?
We may not ship out your order in a single parcel. We may ship out the order by our judgment to fulfill the local customs requirement. For any special requests regarding your order, please contact us after you have purchased!
How will you pack my cigars for the delivery?
Every shipment includes a Boveda 2-way humidity control pack and an extra bubble wrapper to ensure your cigar is protected during shipping.
Do you provide shipping service to Singapore?
We provide shipping to Singapore by following the plain packaging regulation.
How can I check the status of my order?
You may log in to your account for the order tracking. You can also check the updated status from https://ilovecigar.com/order-tracker/