Store policies

Who you are buying from

This is the international store of Papasito Cigars, based in Bali, Indonesia. Prices are in US dollars. Your payment is taken securely by Stripe, and your card statement shows PAPASITO MERCH.

Questions about anything on this page, or about an order: hola@papasitocigars.com. We usually reply within two working days.

Delivery

Orders from this international store are packed and sent from our fulfilment partner's warehouse in China, usually within a few working days of payment. At checkout you choose how it travels: each delivery method shows its price and its estimated delivery time to your country. When your parcel ships, we email you the tracking number.

Our Indonesian shop at order.papasitocigars.com is separate. It delivers within Indonesia only, from Bali, and these policies don't apply to it.

Please check your delivery address carefully at checkout. We can't replace a parcel delivered to an address that was entered incorrectly. If your country isn't listed at checkout, we can't deliver there yet.

Import duties and taxes

Import duties and taxes are set and collected by your destination country, aren't included in your order total, and are paid by the recipient on delivery. For most destinations they're small or don't apply.

US customers: US import rules changed recently, so your order may be subject to a customs charge on delivery, regardless of value. It's set by US Customs and collected separately from your checkout total.

If a parcel is refused because the duties weren't paid, we refund the price of the items, but not the delivery charge.

Cancelling an order

Changed your mind straight after ordering? Email us. If your order hasn't left for our warehouse yet, we'll cancel it and refund you in full. Once it's on its way, it's treated as a return.

Something wrong with your order

If your order arrives damaged or faulty, or isn't what you ordered, email us within 30 days of delivery with your order number and a photo. We'll send a replacement or refund you in full, whichever you prefer, and you won't need to send anything back.

Returns

Not right for you? You can return unworn items, with their tags and packaging, within 14 days of delivery. Email us first and we'll tell you where to send them. Return postage is paid by you.

When the return reaches us, we refund the price of the items within 14 days. If you live in the European Union or the United Kingdom, we also refund the delivery charge you paid, up to the cost of our cheapest delivery method to your country.

Lost or late parcels

If tracking has stopped moving, or your parcel hasn't arrived 10 days after the latest delivery estimate, email us. We'll chase it with the carrier, and if it's lost we'll send a replacement or refund you in full.

Refunds

Refunds go back to the card you paid with, in US dollars. Your bank may take 5 to 10 working days to show them. We can't cover differences caused by exchange rates or by your bank's own fees.

Your privacy

What we collect. Your name, email address, phone number and delivery address, and what you ordered.

Why. To deliver your order, to send your order confirmation and tracking emails, and to keep the business records Indonesian law requires.

Who sees it. Stripe, to take your payment (we never see or store your card number); our fulfilment partner and the delivery carrier, to pack and deliver your parcel; and our email provider, to send your order emails. We don't sell your details, and we don't use them for marketing.

Cookies. One small cookie remembers which of our two stores you chose. We use no advertising or tracking cookies.

How long. Order records are kept for as long as Indonesian law requires for accounting, currently 10 years.

Your rights. Email hola@papasitocigars.com to see the details we hold about you, to correct them, or to ask us to delete anything we aren't required to keep.

Changes to these policies

We may update this page. The version shown when you place an order applies to that order. Last updated 8 October 2026.