How to make your purchase

  • Choose the product you want to buy.
  • Click the "Add to Cart" button. This will add the product to your cart and take you there.
  • You can continue adding other products to the cart or if not, click on "Start Purchase".
  • Fill in your contact information.
  • Enter the address where you want to receive the product. Select the shipping method you want.
  • Shipments are made through Nacex and Fedex.
  • Choose the payment method.
  • Once you have chosen the payment method, click on "Continue".
  • Finally, on the Purchase Confirmation page you can review all the purchase information. Then click "Continue".
  • There you will be redirected to another screen so that you can complete the information about the chosen payment method.
  • After confirming the purchase you will receive an email from us, this will not be a proof of payment.
  • Once the payment is credited, we will send the corresponding products you have purchased.

Resolution for lack of satisfaction and return policy

The products marketed by faustotobacco may actually differ slightly in color or texture from those that appear in the photos advertised on the web, without affecting their quality. Therefore, said photographs are merely informative, but not contractual.

The client can only claim if:

  • The products received do not correspond to the orders or the quantity does not correspond to the order, with the exceptions indicated, regarding the possibility of receiving partial orders in the event that any of the products ordered is not in stock (In the event that the quantity or product that appears on the delivery note does not correspond to the quantity or product actually contained in the shipment, it must be communicated to the carrier, stating said circumstance on the delivery note itself).
  • The container is seriously damaged, affecting the quality of the product (in this case, the carrier must be notified, stating it on the delivery note).
  • Products are tared at the time of receipt. In this case, you must send your claim to Faustotobacco the same day you received the order, providing a detailed photo of said tare.

It is mandatory that any claim in relation to the purchased product be processed within 12 hours of receipt of the merchandise.

In the case of at least one of the cases described above and provided that the client has communicated it to Faustotobacco on the same day of receipt, and, in the cases indicated, has stated it on the delivery note, the customer will be entitled to obtain a refund of the price paid, including taxes and shipping costs. For this purpose and return, and when appropriate, the order must be returned in its original packaging.

The refund of the amount will be made once the alleged defect has been verified by Faustotobacco, within a maximum period of 30 days. In the event that the products, once returned, are in good condition, the amount of the order will not be returned to the customer and it may be reissued, provided that the customer so requests and pays the shipping costs again. In the event that only part of the items is defective, only the part of the price corresponding to that product will be returned, but not the shipping costs, which, in any case, are fixed.

If the shipment is rejected by the customer, or the customer does not pick it up, without just cause, Faustotobacco will be exempt from liability for the deterioration that the product may suffer, as a result of said lack of receipt, not being obliged to return any amount. If the shipment is rejected by the customer, or the customer does not pick it up, without just cause, and the transport or postal company returns it to its origin, and later the customer wants it again, the customer, the customer, has it again to pay the postage to your home, without Faustotobacco being obliged to assume said expense.

Processing of orders

Once the order has been placed, and the amount paid, you will receive the order at the indicated address within a period of between 2 and 5 business days, depending on the delivery times of the transport agency or post office in your city. < / p>

If one of the items ordered is not in stock, we promise to call you or send you an email as soon as possible (from the date you placed the order) to inform you of the deadline in which we can send you your products, or, where appropriate, the impossibility of doing so. In the event that it is impossible, due to production circumstances, to send you the requested item, or in the event that you are not interested in waiting for the date on which you are informed that it could be delivered, you will be offered the possibility of change the products ordered or the refund of the amounts that you have paid for said items, a refund that will be made within a maximum period of 30 days.

If only one of the products in your order is not available, you can choose to communicate your intention to partially receive the order and propose the rest of the shipment on the date it is available. In this case, and upon receipt of the exercise of your option, we promise to send you the products available for the rest of your purchase, as soon as it is available.

Normally orders can be delivered within 2 to 3 business days. For the Peninsula, the orders requested from Thursday to Sunday will be delivered from Tuesday of the following week. For logistical reasons of the transport and postal company, no deliveries are made on weekends.

In case of delay in delivery, you can contact Faustotobacco, by any of the communication channels indicated and we will inform you of the causes of the delay by the transport agency or by the postal service, both foreign cases to our company and therefore, we do not have to compensate the buyer, in any way, for said delay.

Orders will not be delivered or processed:

  • On the holidays indicated and expressly published by Faustotobacco.
  • On holidays or the eve of holidays, including local festivals.

The order will be sent to the address indicated at the time the purchase was made, by means of a transport company, or by post, in environmentally friendly packaging.

It is mandatory, at the time of delivery, that the customer verify that everything is in accordance with his order and in perfect condition. If you do not agree with the items delivered or their status, sign and indicate by hand on the delivery note of the carrier or post, the anomalies you found upon receipt.

The general conditions of sale described below govern the contractual relations between the seller and the user of the website and are the only ones applicable. Faustotobacco may modify these general conditions from time to time, governing, at all times, those that are in force at the time of placing the order and that must have been accepted by the buyer user. Faustotobacco is not responsible for the mistakes that may be generated by the differences between them that may exist in an access prior to the moment in which the order is made, so it advises that, before placing the order and marking the appropriate acceptance box, these are read.

In any case, the modifications are applicable from their publication on the Internet and may not be applied to contracts concluded prior to that moment.

Checking the acceptance box of the general conditions by the user will mean that they have read and understood them and their acceptance without reservations.


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