Frequently Asked Questions
Orders & Purchases
Can I change or cancel my order?
Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel your order. Orders are typically processed within 24 hours on weekdays, and once your order has been dispatched, we may no longer be able to make changes.
You can reach us at contact@nicoandpouch.com or via our live chat. Please have your order number ready – you can find it in your order confirmation.
Please note that changes or cancellations cannot be guaranteed once your order has entered processing.
If your order has already been dispatched, you may still have the right to return it in accordance with our 14-day return policy. Please see the Returns section below for more information.
How can I track my order?
How can I track my order?
Once your order has been dispatched, we will send you a shipping confirmation by email containing your tracking number and a link to track your delivery.
Orders are typically processed and dispatched within 24 hours on weekdays. Weekends and Swedish public holidays may affect processing times.
If you have a Nico & Pouch account, you can also find your order and tracking information in your account.
Something is wrong with my order. What should I do?
Something is wrong with my order. What should I do?
Please contact us at contact@nicoandpouch.com with your order number and a brief description of the issue. If relevant, please include photos to help us understand and resolve the issue as quickly as possible.
Part of my order is missing. What should I do?
Part of my order is missing. What should I do?
First, check your shipping confirmation to see whether your order has been sent in more than one parcel.
If all items should have arrived together, please contact us at contact@nicoandpouch.com with your order number and details of the missing items. We will investigate the shipment and help resolve the issue.
Shipping & Tracking
How long will my order take to arrive?
How long will my order take to arrive?
Standard delivery usually takes 1–5 business days. Orders are typically processed and dispatched within 24 hours on weekdays.
We ship Monday to Friday. Please note that weekends and Swedish public holidays may affect processing and delivery times.
How much does shipping cost?
How much does shipping cost?
Shipping costs may vary depending on the destination. The exact shipping cost for your order will be displayed at checkout before you complete your purchase.
Which countries do you ship to?
Which countries do you ship to?
We ship to most countries within the EU. You can see all currently available destinations at checkout. If your country is available to select during checkout, we currently ship there.
If you're unsure whether we deliver to your country, please use our contact form or email us at contact@nicoandpouch.com.
Can I change my delivery address after placing an order?
Can I change my delivery address after placing an order?
Please contact us as soon as possible if you need to change your delivery address. If your order has not yet been processed, we may be able to update it for you.
Once your order has been dispatched, we can no longer guarantee that the delivery address can be changed.
What happens if I'm not at home when my order arrives?
What happens if I'm not at home when my order arrives?
Depending on the carrier and destination, your parcel may be delivered to a nearby collection point or another available delivery location.
If a parcel cannot be delivered due to an incorrect or incomplete address, an unsuccessful delivery attempt, or because the delivery is refused, it may be returned to us.
If your parcel is returned to us as undeliverable, a €25 shipping and handling fee will be deducted from your refund. The remaining amount will be refunded to the original payment method.
Returns & Refunds
What is your return policy?
What is your return policy?
You have the right to withdraw from your purchase within 14 days of receiving your order. To exercise your right of withdrawal, please contact us within this 14-day period and let us know that you wish to return your order or part of it.
Once you have notified us, the products must be returned within 14 days. Return shipping costs are the responsibility of the customer. Please pack the products carefully to ensure they are protected during return shipping.
Products must be returned unopened, undamaged and in their original condition.
How do I start a return?
How do I start a return?
Please email us at contact@nicoandpouch.com with your name, order number and details of the products and quantities you wish to return.
We will review your request and provide you with return instructions. Please contact us before sending any products back.
Return address
Nico & Pouch AB
Kungsholms strand 157
112 48 Stockholm
Sweden
Can I return a product that has been opened?
Can I return a product that has been opened?
We cannot accept returns of opened products or products where the seal has been broken.
You may inspect the product as necessary to determine its nature and characteristics. However, if a product has been opened or handled beyond what is necessary for this purpose, this may affect your right to a full refund.
When will I receive my refund?
When will I receive my refund?
Once your return has been received and processed, the refund will be made to the original payment method.
We aim to process refunds as quickly as possible and in accordance with applicable consumer legislation. You will receive a confirmation by email once your return has been processed.
Do you offer exchanges?
Do you offer exchanges?
We do not offer a separate exchange service. If you would like a different product, please return the eligible products in accordance with our return policy and place a new order.
My product arrived damaged. What should I do?
My product arrived damaged. What should I do?
If your order arrives damaged, please contact us as soon as possible at contact@nicoandpouch.com. Include your order number, a brief description of the issue and photos clearly showing the damage.
Please keep the damaged product and its packaging until we have reviewed your claim and provided further instructions.
Products & Use
What is a nicotine pouch?
What is a nicotine pouch?
A nicotine pouch is a small, tobacco-free pouch designed to be placed under the upper lip. It typically contains nicotine, plant-based fibres, flavourings and other ingredients, but no tobacco.
Nicotine pouches are used without smoking, heating or inhalation.
How are nicotine pouches different from snus?
How are nicotine pouches different from snus?
The main difference is that traditional snus contains tobacco, while nicotine pouches are tobacco-free.
Nicotine pouches are typically white and are available in a wide range of flavours, nicotine strengths and formats. Although they are used in a similar way to snus, they are a different product category.
How do I use a nicotine pouch?
How do I use a nicotine pouch?
Place one pouch under your upper lip. Nicotine and flavour are gradually released while the pouch is in place.
How long you keep a pouch in is a matter of personal preference and may vary by product. Always follow the information provided by the manufacturer.
Many cans have a separate compartment in the lid where used pouches can be stored temporarily before disposal. Please dispose of used pouches responsibly.
What do "Strength" and "Format" mean on your product cards?
What do "Strength" and "Format" mean on your product cards?
Strength refers to the nicotine content of the product. Depending on the manufacturer, this may be stated as milligrams per pouch (mg/pouch), milligrams per gram (mg/g), or both. You can find the nicotine content on each product page.
Format refers to the size and shape of the pouch. Slim pouches are longer and narrower, while Mini pouches are smaller and more discreet under the lip. Some brands also offer additional formats.
If you are unfamiliar with nicotine pouches, choose a product with a lower nicotine content rather than a high-strength product.
How should I store nicotine pouches?
How should I store nicotine pouches?
Store nicotine pouches in a cool, dry place with the lid securely closed and away from direct sunlight and heat.
For longer-lasting freshness, some products may be stored in the refrigerator. Always follow any storage instructions provided by the manufacturer.
Payment & Prices
Which payment methods can I use?
Which payment methods can I use?
We accept Klarna, Visa, Mastercard and Apple Pay, among other payment methods. All available payment options are displayed at checkout, and payments are processed securely.
Do your prices include VAT?
Do your prices include VAT?
Yes. All prices include VAT where applicable. Shipping costs are calculated separately and clearly displayed at checkout before you complete your purchase.
How does multi-can pricing work?
How does multi-can pricing work?
Many of our products offer better prices when you buy multiple cans. Simply select your preferred quantity on the product page, and the price per can is automatically adjusted based on the quantity you choose.
No discount code is required.
Age & Legal
How old do I have to be to place an order?
How old do I have to be to place an order?
You must be at least 18 years old to place an order with Nico & Pouch. By accepting our Terms & Conditions at checkout, you confirm that you meet the minimum age requirement.
Age verification may also be required during checkout or upon delivery. The carrier may request valid identification before handing over the parcel.
If the age requirement cannot be verified upon delivery, the parcel may be returned to us at the recipient's expense.
Are nicotine pouches legal in my country?
Are nicotine pouches legal in my country?
Laws and regulations concerning nicotine pouches vary between countries and may change over time.
It is your responsibility as the customer to ensure that the products you order may legally be purchased, imported and received in your country. We recommend checking the applicable local regulations before placing an order.
Nico & Pouch cannot provide legal advice regarding the laws and regulations of individual countries.
Who is responsible for customs charges and import duties?
Who is responsible for customs charges and import duties?
Where applicable, customs duties, import taxes and other charges imposed by local authorities are the responsibility of the customer and are not included in the product price or shipping cost.
Nico & Pouch is not responsible for delays, holds or other actions taken by customs or local authorities. If a parcel is returned to us, any applicable shipping, return and handling costs may be deducted before a refund is issued.
Can I order products for resale?
Can I order products for resale?
No. Products purchased through Nico & Pouch are intended for personal use only and may not be purchased for resale or commercial distribution.
