CUSTOMER GUARANTEE

Sautter is a cigar business established over 50 years, located in Mount St Mayfair, now with an online presence; we are focused on maintaining the highest reputation, concerning the quality of our products and our Customer service.

Our prices will always be competitive and our service swift and professional from our experienced management and staff.

We aim to deliver within the UK in 5 working days, for overseas customers- within approx 7 working days.

Our cigars are permanently kept in the ideal environment and condition with the help of our own purpose built, walk in humidor. All orders are lovingly handled and packed to ensure the cigars reach the customer in the optimum condition.

Overseas delivery will be charged at cost. Please email us at orders@sauttercigars.com for a shipping quote.

We can offer FREE SHIPPING for any orders of £100 or more, for all mainland UK orders (except larger/heavy items where shipping at cost will apply).

In the event of a customer being dissatisfied with their purchase, we will do all we can to remedy the situation and please don’t hesitate to get in touch if there is a problem- 0207 499 4866

Personal visits are always welcome and encouraged at our Mayfair shop where you can browse our vast selection of fine cigars, humidors, smoker’s accessories, or just have a chat. We welcome visitors, Monday – Friday between 10am- 5pm. Email info@sauttercigars.com or call 0207 499 4866 for more details.

SAUTTER PROMISE

SAUTTER CIGARS offers a NO FUSS GUARANTEE!

• In the event that your cigars arrive damaged we will replace them with our compliments.
• In the event of a customer being dissatisfied with their purchase the order can be returned within 30 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.
• We offer a 1 year guarantee on all accessories unless otherwise stated on the product information page – fair wear and tear exempted.
• To return your order to us, simply ensure that the package is wrapped securely and send to the following address: 106 Mount Street, London, W1K 2TW, United Kingdom
• For your own protection, we would of course recommend that you use a recorded delivery service.
• We are a UK based Havana cigar merchant and our Havana cigar supplier in the UK is Hunters & Frankau.
• N.B. We do not sell Cuban cigars to embargoed countries.
• N.B. We endeavour to keep our prices correct at all times, however, In the event of a pricing error, we reserve the right to offer the buyer a refund or exchange and are not bound to complete the purchase and despatch the item.

Covid19 Update

Due to the current global pandemic we are noticing inconsistencies with deliveries. Orders in some cases are taking months to arrive. We suggest that our customers select a shipping option that offers a tracking option and in the event the package goes missing we will do our best to assist with the compensation process through Royal Mail.

The following is Royal Mail’s compensation policy:

1st & 2nd Class = £0 compensation
Signed for UK = up to £50 compensation
Special delivery 9am and 1pm = up to £2500 compensation

Abroad
International tracked and signed = up to £250 compensation