Order
Where is my order?
As soon as your order is processing you will get a tracking number where you can search for your parcel. Check your mail and your junk-inbox. If you have not received your order within 7-14 business days (Mon-Fri) after receiving a delivery update from us, we ask you to contact our customer service team so we can check what has happened.
Can I change or cancel my order?
You cannot personally change your order after approving purchase. However, our customer service can change or remove items from your order as long as the order has not yet been processed by our warehouse. Please note that we do our best to process and ship all orders as quickly as possible, and there is only a small window in which we can make changes to an order. This means we may not always be able to help you, even if you contacted us right away.
Delivery
Standard delivery
The time of delivery depends on Postnord, DHL and UPS time of delivery and the postal service in the country where the goods are sent and the delivery time can vary from time to time. Sometimes a package can be delayed if it is held in customs for a while. An approximate postal service according to Swedish Post office within Europe is 2-5 business days, to USA 3-7 business days and other countries 7-14 business days.
Where is my order?
As soon as your order is processing you will get a tracking number where you can search for your parcel. Check your mail or your junk-inbox. If you have not received your order within 8 working days (Mon-Fri) after receiving a delivery update from us, we ask you to contact our customer service team so we can check what has happened.
Regulations and customs charges
Your delivery may be subject to import taxes, duties, and surcharges, which usually are charged once the shipment reaches your country. Any of these charges for customs clearance must be paid by you, www.whitepuch.co.uk have no control over these charges and cannot predict what they may be. When ordering from www.whitepuch.co.uk you are considered as the importer of the products and must comply with all regulations and laws applying to the import of smokeless nicotine products into the country where you will be receiving the product.
If you refuse your order due to local duties, or your local customs refuses your package due to local restrictions, there is unfortunately nothing we can do. We do not reship, or refund refused orders since this is out of our control. The same applies if you refuse to pick up your order, do not collect the delivery in time or if the order is seized or held by customs due to a violation of the destination country’s import regulations. Due to the perishable nature of our product, it cannot be restocked or resold after having been shipped once.
Please also note that deliveries are subject to being opened for inspection by customs and customs clearance procedures can add a few extra days to your expected delivery time. As an importer of the goods you need to comply with any regulations and laws of your country of destination, agree to all requests made by customs and provide any documents they might ask for.
Return & Refunds
Can I return my products if I am not satisfied?
No, the product cannot be returned even if the package is sealed. This is because white poaches are considered as perishables.
Can I cancel my order?
You can cancel your order if it has not yet been processed by our warehouse. Please note that we do our best to process and ship all orders as quickly as possible, and there is only a small window in which we can cancel your order. This means we may not always be able to help you, even if you contacted us right away.
I have problems with the customs, can I get a refund?
No, unfortunately not. If there is any kind of customs issue, we cannot do anything about it. That is why we are forcing all our customers to read and accept our terms and conditions. We’re sending 100% legal products from our point, but it’s always on the buyer to clarify if the products are ok to import to destination. However, we are always trying our best to help our customers getting their orders, but everything depends on the laws of your country.
Other questions
I forgot my password, what do I do?
If you have forgot your password, you can just click on “lost your password” and enter your username or email. A link will appear, and you will be able to create a new password via email.
Did you not find your question?
Do you need to get in touch?
To contact us, please send us an email to info@whitepouch.co.uk and we’ll do our best to reply to your query as soon as possible.
