QUESTIONS? WE HAVE THE ANSWERS!
SHIPPING
PRODUCTS
ORDERS
PAYMENTS
HEALTH
RETURNS
OTHERS
CLUB SnusMart
When will my order be shipped?
We generally ship orders every day. If your order has been placed before 15:00 / 3:00 PM (GMT+2), it will be dispatched on the same day, subject to exceptions.
If your order has been placed after 15:00, it will be dispatched the next week day
Where do you ship from?
All orders are shipped from our warehouse in Manchester, UK.
What is the delivery time and what shipping options do i have?
We offer shipping with UPS and GLS to most countries. The delivery time depends on your country. Click the following link to see exact delivery time and prices for your country:
How can i track my order?
You will receive an e-mail with your tracking number, once your order has been shipped. The sender will be stated as "Pouch Group Ltd"
How do you pack orders?
All orders are packed in discrete carton boxes, with no information about the content.
What happens if my shipment goes missing?
If your order goes missing, the loss will be covered by the transportation company. We will dispatch a new order same day, so you wont have to wait.
What happens if my shipment is confiscated by the customs?
All our products are completely legal to sell and distribute in the UK, so there are no risk that your order will be confiscated.
Do your nicotine pouches contain tobacco?
No. Our nicotine pouches are 100% tobacco-free. They only contain nicotine extracted from the tobacco plant, but without the harmful tar and combustion byproducts associated with smoking.
What strengths are available?
We offer a wide range of strengths, typically measured in milligrams of nicotine per pouch. Low strength (2–4 mg) is recommended for beginners, medium strength (5–8 mg) for regular users, and high strength (9–12+ mg) for experienced users who need a stronger effect.
What flavors do you sell?
Our assortment includes classic flavors like mint and menthol, fruity options such as berry, citrus, and tropical, as well as unique blends designed for variety and personal preference.
How long does the effect of a pouch last?
The effect usually lasts between 20–45 minutes, depending on the brand, strength, and personal tolerance.
Are nicotine pouches safer than smoking?
Nicotine pouches eliminate smoke, ash, and tar, making them a less harmful alternative to cigarettes. However, they still contain nicotine, which is addictive.
How do I place an order?
Simply browse our website, select the products you want, add them to your cart, and proceed to checkout. You can pay securely using one of our available payment methods.
Can I change or cancel my order after placing it?
If your order has not yet been processed or shipped, you can contact our customer service to change or cancel it. Once shipped, the order cannot be altered.
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track your orders, save shipping information, and receive exclusive offers.
I can't find my order confirmation. What should i do?
We advise you to check your spam folder. All order confirmations is sent automatically, so if you can't find it in your normal folder, nor your spam folder, please contact us.
What payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard), ApplePay and Google Pay. We are currently in the progress of adding additional payment methods such as iDeal, SOFORT, Klarna, Paypal and Cash on Delivery - however, it is unsure when these will be available.
Is it safe to pay on your website?
Yes, all payments are processed through secure, encrypted payment gateways that ensure your information is fully protected.
When will my payment be charged?
Your payment will be charged immediately after your order has been confirmed.
Are nicotine pouches addictive?
Yes. Nicotine is an addictive substance. Even though nicotine pouches are tobacco-free, they still contain nicotine and can cause dependence.
Who should not use nicotine pouches?
They are not recommended for:
Minors under 18 years old
Pregnant or breastfeeding women
People with heart conditions, high blood pressure or sensitivity to nicotine pouches
Can nicotine pouches help me quit smoking?
Many users switch from cigarettes to nicotine pouches as a less harmful alternative. While they are not marketed as a medical stop-smoking aid, they may help reduce exposure to harmful substances from smoking.
Can I return my order?
Yes, you may return unopened and unused products within 14 days of delivery.
How do I return an item?
Contact our customer support with your order number, and we will provide you with return instructions.
Do you offer refunds?
Refunds are issued once we have received and inspected the returned items. Please note that shipping costs are non-refundable.
Do you offer discounts or promotions?
Yes, we regularly run promotions and discounts. Sign up for our newsletter or follow us on social media to stay updated.
How can I contact customer service?
You can reach our support team via email or WhatsApp during business hours. Our contact details are available on the Contact Us page.
Are your products legal?
Our products comply with all applicable regulations in the regions where we ship. However, it is your responsibility to ensure that ordering nicotine pouches online is legal in your country.
We always recommend that you check the local laws and regulations in your country before placing an order, as it is the customer’s responsibility to ensure that the products are legal to import.
DISCLAIMER
By placing an order with us, the customer acknowledges and agrees that they are solely responsible for ensuring that the products purchased are legal to import into their country of residence. While it is extremely rare for shipments to be held or confiscated by customs authorities, we cannot provide any guarantees that this will not occur. Customs regulations vary greatly between countries, and it is the customer’s responsibility to inform themselves of and comply with all applicable laws, regulations, and restrictions regarding the import of nicotine products.
Should a package be delayed, returned, or confiscated by customs, we accept no liability and will not issue refunds or replacements for such occurrences. The customer is also fully responsible for the payment of any import duties, taxes, fees, or charges that may be imposed by their local customs authorities. Refusal to pay such fees may result in the package being returned or destroyed by customs, in which case we cannot be held liable.
By completing a purchase, the customer confirms that they have reviewed the import regulations in their country and accepts full responsibility for any risks associated with international shipping of nicotine products.
What is CLUB SnusMart?
CLUB SnusMart is our exclusive loyalty program that rewards you for shopping with us. By joining, you earn MartPoints every time you place an order, plus additional bonuses on special occasions.
How do I join CLUB SnusMart?
Simply create an account on our website and opt-in to CLUB SnusMart. Membership is completely free, and you start earning points right away with your first purchase.
How do I earn MartPoints?
3 MartPoints for every £1 spent.
1000 MartPoints on your birthday (make sure your date of birth is added to your account).
500 MartPoints when you refer a friend who makes their first purchase.
Does my friend also get a reward when I refer them?
Yes! Your friend will receive a 5% discount code on their first order after signing up through your referral link.
Do my MartPoints expire?
MartPoints are valid for 12 months from the date they are earned. Make sure to use them before they expire.
How can I redeem my MartPoints?
Every 100 MartPoints = £1 discount. You can use your points as a discount on future purchases at checkout.
Is there a limit to how many MartPoints I can use at once?
No, you can redeem as many points as you have available for maximum savings on your order.
Can I combine MartPoints with discount codes or promotions?
Yes, in most cases MartPoints can be combined with other discounts, unless otherwise stated in a specific campaign or promotion.
FREE SHIPPING ABOVE £29
24/7 CUSTOMER SERVICE
BEST PRICE WORLWIDE
