Customer Service
SHēGar Online & Pop-Up Store Return Policy
At SHēGar Cigars and Accessories, exceptional customer service is an essential part of the luxury experience we provide. We are committed to treating every customer with professionalism, respect, and personalized care—from their first interaction with our brand through every purchase and beyond. Our goal is to build lasting relationships by providing responsive service, quality products, and an experience that makes every customer feel valued, confident, and appreciated.
All Sales Are Non-Refundable
All purchases are non-refundable. SHēGar does not issue cash refunds or refunds to the original form of payment.
Eligible merchandise may be returned for SHēGar store credit only, subject to the requirements below.
Online Purchases
If an eligible item purchased through our online store does not meet your expectations, you may request a return within 14 calendar days of confirmed delivery.
To be eligible for store credit, merchandise must be:
Unused and in its original condition
Free from signs of wear, damage, stains, odors, or alteration
Returned with its original packaging, accessories, components, and tags, when applicable
How to Request an Online Return
Before returning merchandise, contact:
SHēGar Customer Service
Email: Customerserviceshegarme@gmail.com
Please provide your name, order number, item being returned, and reason for the return.
Do not ship merchandise back until you have received return authorization and instructions from SHēGar.
Customers are responsible for return shipping costs on standard approved returns. We recommend using a shipping method that provides tracking, as SHēGar is not responsible for return packages lost or damaged in transit.
Once the merchandise is received and inspected, approved returns will receive SHēGar store credit.
Pop-Up & In-Person Purchases
We encourage customers to carefully inspect merchandise before completing a purchase at a SHēGar pop-up, vendor event, or other in-person sales location.
All pop-up and in-person sales are non-refundable.
Eligible unused merchandise may be considered for store credit within 14 calendar days of purchase, provided you have proof of purchase and the merchandise meets all return eligibility requirements.
Customers requesting a return after a pop-up event should contact:
SHēGar Customer Service
Email:Customerserviceshegar@gmail.com
Please provide your name, proof of purchase, item purchased, date and location of the event, and reason for the return request.
Unless otherwise arranged by SHēGar, customers are responsible for costs associated with returning merchandise purchased at an in-person event.
Items Not Eligible for Return or Store Credit
The following are considered final sale and are not eligible for return or store credit:
Cigars, tobacco products, and other consumable products
Used, smoked, opened, or altered merchandise
Personalized, customized, or made-to-order merchandise
Merchandise specifically marked Final Sale
Gift cards and previously issued store credits
Merchandise returned outside the applicable 10-day return period
Merchandise missing required original packaging, components, accessories, or tags
Merchandise damaged after purchase or delivery due to misuse, improper handling, improper storage, accidents, or normal wear and tear
Merchandise showing signs of wear, stains, odors, scratches, alteration, or other conditions that prevent resale
For health, safety, and quality-control reasons, cigars and tobacco products are final sale, except where otherwise required by applicable law.
Damaged, Defective or Incorrect Online Orders
If an online order arrives damaged, defective, or incorrect, please contact SHēGar Customer Service as soon as possible.
Include your:
Order number
Description of the issue
Clear photographs of the merchandise
Photographs of the original packaging
If SHēGar confirms that an item arrived damaged, is defective, or was shipped incorrectly, SHēGar will provide instructions for resolving the issue. Applicable return shipping costs will be handled by SHēGar.
For merchandise purchased at a pop-up event, customers are encouraged to inspect the item before leaving the SHēGar sales area and immediately notify a SHēGar representative of any visible defect or damage.
Rhinestone & Specialty Merchandise
Many SHēGar products feature hand-applied rhinestones, specialty finishes, decorative hardware, and other detailed design elements.
Minor variations may naturally occur between pieces and do not necessarily constitute a defect.
Damage caused by dropping, impact, improper storage, improper cleaning, misuse, excessive heat, normal wear and tear, or failure to follow product-care instructions is not considered a manufacturing defect.
Shipping & Handling
Original shipping and handling charges are non-refundable, except when SHēGar determines that merchandise arrived defective, damaged, or incorrect.
Customers are responsible for return shipping costs for standard approved returns.
Store Credit
Approved returns will be issued as SHēGar store credit only.
Store credit:
Has no cash value
Cannot be redeemed for cash
Cannot be refunded to the original payment method
May be used toward an eligible future SHēGar purchase, subject to any terms provided with the credit
Questions or Return Requests
For questions regarding an online purchase, pop-up purchase, return eligibility, store credit, or damaged merchandise, please contact:
SHēGar Cigars and Accessories – Customer Service
Email: Customerserviceshegar@gmail.com
Please allow up to 48 business hours for a response.
By completing a purchase from SHēGar Cigars and Accessories online or at a SHēGar pop-up or vendor event, customers acknowledge the return and store-credit terms applicable to their purchase.