Frequently Asked Questions

Below you will find answers to the questions most frequently asked by our customers. Should you not find the information you are looking for here, please do not hesitate to contact our customer service at +41 79 104 19 98. Our advisors will be happy to answer all your questions!

Order Payment Shipping - delivery Return - Exchange Website Others

Opus Management S.A.

What is your address?

Opus Management S.A.
Impasse Champ-Colin 6
1260 Nyon
Switzerland

How can I contact you?

You can contact us by phone at +41 79 104 19 98.

You can also use our contact form

Order

How do I place an order?

Simply log on to our website casadelpuro.com and add the products of your choice to your basket in the different sections. Once your basket is full, you will then just have to click on the “order” button and follow the instructions to indicate your shipping details and choose your method of payment.

1. Selection of the products of your choice

To add a product of your choice to the basket, choose a quantity and then click on “Add to basket”. Your product will then be automatically added.

2. The basket

In the shopping cart, you can view all the products you have selected. You can update the quantity of products as well as delete them if you wish. Once your selection of products is finalised, you can proceed to the next step by clicking on the “Confirm Order” button.

3. Placing the order

Once you have validated the contents of your basket, you must fill in the various fields of the form for the billing contacts as well as the shipping contacts. If you have already placed an order, the fields will be pre-filled.

4. Secure payment

Once all the required information has been entered so that we can process your order, you will be redirected to a secure environment for online payment. Here you will need to enter your credit card information.

5. Confirmation of your order

As soon as the payment information has been verified, you will receive an order confirmation by e-mail.

I can't validate my order, what can I do?

(On PC)

1. Check that your anti-virus does not block access to the Safer Pay (Six Pay) secure payment system. An internal Saferpay window should appear, if your browser blocks “Popup” you will not be able to validate your order. Please deactivate the popup blocker.

(On Mac)

1. Check that your browser does not block internal popups. An internal Saferpay window should appear, if your browser blocks “Popup” you will not be able to validate your order. Please deactivate the popup blocker.

2. We strongly recommend that you use the Google Chrome browser.

3. If after checking these steps you still cannot validate your order, please send us :

A picture of your screen that proves your problem.
The complete error message.
The exact version of your browser and what OS system you are on (Mac, PC or other).
Send your request via our contact form, thank you.

My wishes

“My Wishlist” (or my favourites, my wishes) is an English word “wish-list” which can be translated literally as a “wish list” or “wish list”.
It is a list that allows you to remember your wishes so that you can come back to them later.

How can I check the availability of a product?

casadelpuro.com makes every effort to ensure product availability. If despite increased vigilance the products initially indicated as being in stock should prove to be unavailable after the order, casadelpuro.com will inform the buyer by e-mail as soon as possible.

We guarantee the quality of our products, our customer service and our prices, in no case are we responsible for the non-supply of our cigars by our importer. (Delay in delivery due to the importer).

We distinguish availability as follows:

IN STOCK:
The article is in stock and therefore ready for dispatch. You will receive your order under :
For Switzerland: 2 to 3 working days according to priority parcel flow.
For Europe: 5 to 10 working days (This includes customs control)
For other destinations: 15 to 20 working days (This includes customs control).

IN STOCK AT THE SUPPLIER :
Please note that the lead time is based on information provided to us by our suppliers. Unfortunately, suppliers themselves are regularly unable to meet their deadlines and delay delivery.

If we receive the products earlier than expected, we will send them to you as soon as possible.

Can I cancel my order?

Should you wish to cancel an order already placed, please contact us as soon as possible on +41 79 104 19 98.

If your order has not yet been dispatched, we will gladly consider your request. Otherwise, it will be necessary for you to return the package to us at your expense and ask for a refund (see General Terms and Conditions of Sale).

Payment

What methods of payment are available

1. By credit card

It is safe to give your credit card number on the Internet if you do so through a secure procedure, as we offer you on our site, having adopted the highest security principles. Payment by credit card is handled by the Six Payment Services group, recognised for its reliability in Internet transactions. The transaction between you and Six Payment Services is totally secure and encrypted (3D Secure + SSL). The banking information that you give, encrypted on your own computer, never circulates unencrypted on the Internet. No one can therefore see it and therefore use it without your knowledge. In addition to being encrypted and therefore illegible, this information is not stored on our servers (which is why you are asked to provide it again for each of your purchases), which prevents any problems with possible fraudsters. Moreover, payment by credit card allows your order to be processed immediately: you thus benefit from the speed and efficiency of our logistics services.

2. For Switzerland :

You can pay securely with TWINT not only on our website but also everywhere else.

3. Payment by bank transfer

Bank transfer is another payment method offered by casadelpuro.com. Please use the information below to make your transfer. We remind you that your order will only be taken into account upon receipt of your payment, which takes several days (4 to 5 working days) due to bank delays. Your order will be cancelled if the receipt of your transfer exceeds the above-mentioned deadlines.

Please use your order number as a reference for the transfer.
As soon as we receive the bank transfer your order will be processed, thank you for your confidence.

Our bank details

Swiss franc account:
Beneficiary: Opus Management S.A.
Bank: Banque Raiffeisen Nyon-La Vallée
Account number: 12-9772-0
IBAN: CH74 8080 8007 6615 8499 7
BIC: RAIFCH22XXX

Euro account:
Beneficiary: Opus Management S.A.
Bank: Banque Raiffeisen Nyon-La Vallée
Account number: 12-9772-0
IBAN: CH66 8080 8008 9165 5533 0
BIC: RAIFCH22XXX

Shipping - Delivery

Do you ship worldwide?

Yes, orders are sent by post from Switzerland.

How long will it take to receive my order?

For products in stock :

The item is in stock and therefore ready for dispatch. You will receive your order under :
For Switzerland: 2 to 3 working days.
For Europe: 5 to 10 working days (This time includes customs control).
For the rest of the world: 15 to 20 working days (This time includes customs control).

These conditions are valid when the situation in the country of dispatch and reception as well as the international geopolitical situation is stable. Our company will not be able to commit itself to the deadlines defined above in any other case.

For products in stock at the supplier :

Please note that the lead time is based on the information provided to us by our suppliers. Unfortunately, it regularly happens that the suppliers themselves are unable to meet their deadlines and delay shipment.

If we receive the products earlier than expected, we will send them to you as soon as possible.

For more details, please see our General Terms and Conditions.

How can I track my order?

At each stage of the processing of your order (registration, payment, dispatch), an e-mail is sent to you for real-time tracking (please check your junk mail or spam).

To track the status of your order online at any time, simply log into your account on casadelpuro.com and select the “Track my order” section and insert your order number and the billing email.

On the left you can also view all your orders, addresses, account details, etc.

Return - exchange and refund

Can I exchange a product if it doesn't suit me?

The customer has the possibility to return a product that does not suit him/her at his/her own expense. Returned products must imperatively be in perfect state of conservation and not have suffered any damage after receipt of the order by the customer. We make the customer aware that as soon as the parcel is handed over by the delivery service provider, the customer becomes 100% responsible for the goods, which become his property.

I have requested a product exchange, will I have to pay the shipping costs again?

The customer is obliged to pay the shipping costs for the return of the goods as well as for their re-dispatch.

Website

I have lost my password

You need to reset a new password, to do so, go to casadelpuro.com

At the top right-hand corner of your browser window click on “Login / Register”.
A window opens, at the bottom left click on “Lost password?”.
Please enter your username or your e-mail address, validate by clicking on the button. You will receive a link by e-mail to create a new password (check your junk mail or spam).
Once you have received the email, click on the link to reset your password.

The site no longer displays correctly

1. Empty your browser’s cache

Why do I need to clear my browser’s cache?
It is necessary to clear your browser’s cache memory, because this :

you avoid using old forms
protects your personal information
When you visit a web site, your browser remembers :
the pages you visit
miscellaneous information
downloads made, such as old versions of forms.

When we update our website, your browser continues to use the old files and still displays the old pages.

Find out how to clear your browser’s cache:

What is a cookie?

A cookie is a small text file saved on your computer when you visit a website. This text file stores information that can be read by a website when you visit it again later. Some of these cookies are necessary to access certain features of a site. Other cookies are of practical use to the visitor: they securely store your username or language preferences, for example. Cookies simply mean that each time you visit a website, you do not need to enter the same information each time.

Why does casadelpuro use cookies?

Casadelpuro uses cookies to provide you with the best possible user experience tailored to your personal preferences. By using cookies, Casadelpuro ensures that you do not have to enter the same information each time you visit our online shop. Cookies are also used to optimise the performance of the site. For example, they facilitate the ordering process and help you find a specific product more quickly.

Casadelpuro has taken all organisational and technical measures to protect your personal data as well as against possible loss of information or any form of unlawful processing.

For more information, please consult our privacy policy regarding the protection of personal data.

How do I disable cookies?

You can set your web browser to disable cookies. Please note, however, that if you disable cookies, your username and password will no longer be saved on any website.

SAFARI
Open Safari
In the menu bar, click on “Safari”, then “Preferences”.
Select the “Security” icon
Next to “Accept cookies”, check “Never”.
If you wish to see the cookies that are already saved on your computer, click on “Show cookies”.

FIREFOX
Open Firefox
Click on the menu button and select Preferences
In the drop-down menu next to Accept Third Party Cookies choose Never
Close the about: preferences page. All the changes you have made will be automatically saved.

GOOGLE CHROME
Open Google Chrome
Click on “Chrome” in the menu bar
Select Clear navigation data…
Check Cookies and other site and plug-in data.
Click Clear browsing data.
Close and restart Google Chrome.
The cookies have been deleted.