Question 1

How much is delivery and how long does it take?

Accepted Answer

Standard Delivery is shown at checkout and takes the time shown at checkout. Next Day Delivery is shown at checkout and arrives the next working day when you order before 4pm, Monday to Friday. Every order ships fully tracked, whatever the size. Subscription boxes ship free on tracked delivery, dispatched on the date you chose.

Question 2

When will my order be dispatched?

Accepted Answer

Our dispatch cut-off is 4pm UK time, Monday to Friday. Paid orders placed before then leave the warehouse the same working day; later orders, weekends and public holidays go on the next working day. Working days mean Monday to Friday, excluding English public holidays. You get an email with a tracking link as soon as the parcel leaves us.

Question 3

Do you deliver at weekends?

Accepted Answer

We pack and hand over to the courier Monday to Friday. The courier may deliver on a Saturday, but weekend delivery is not something we can guarantee or book.

Question 4

Where do you deliver?

Accepted Answer

We deliver across the United Kingdom, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands. Some remote postcodes can take an extra working day. We do not ship outside the UK. A small number of destinations are legally restricted for nicotine products; if yours is, checkout will tell you before you pay.

Question 5

Is the packaging discreet?

Accepted Answer

Yes. Orders ship in plain, unbranded, tamper-evident packaging with nothing on the outside naming Pouch Haus or the contents, and a neutral sender name on the label.

Question 6

When does tracking start updating?

Accepted Answer

Tracking goes live once the courier scans the parcel into their network, which is usually the evening of dispatch. Until that first scan the link can look empty even though the parcel has left us.

Question 7

My tracking has not moved

Accepted Answer

If tracking has not moved for more than 2 working days after dispatch, we raise an investigation with the courier for you — let us know and we will open it with your order details attached.

Question 8

Tracking says delivered but I do not have it

Accepted Answer

Please check with anyone else at the address and any safe place or neighbour noted on the tracking, then tell us within 48 hours. We raise a courier investigation and sort a replacement or refund once it completes.

Question 9

Can I change my delivery address?

Accepted Answer

Yes, if the order has not been packed yet. Ask in chat with the order selected and we will attempt the change straight away; once the warehouse has packed it we cannot alter the label.

Question 10

Can I cancel my order?

Accepted Answer

An order can be cancelled and fully refunded up to the moment the warehouse starts packing it. After dispatch, refuse delivery or return it unopened under the 14-day change-of-mind window instead.

Question 11

What is your returns policy?

Accepted Answer

Unopened, sealed cans can be returned within 14 days of delivery for a refund. For hygiene and safety reasons we cannot accept opened or unsealed cans unless the item is faulty. Returns are inspected within 2 working days of arriving at the warehouse. Keep the postage receipt until your refund is confirmed. Returns are free for damaged, faulty or incorrect items — we cover the postage and you are never out of pocket. For change-of-mind returns we provide the return label. If you choose your own courier or a tracked upgrade instead, we cannot reimburse that cost. For a change-of-mind return we refund the price of the returned items and the standard delivery charge. If you paid for a premium or next-day service, we refund the standard delivery cost only.

Question 12

Is delivery next day?

Accepted Answer

Next day delivery is a paid upgrade you choose at checkout. It is not applied automatically, and standard orders are not next day. Next day delivery applies to orders placed before the dispatch cut-off on a working day, and the courier delivers on working days only. Delivery timescales are estimates from the courier, not guarantees. The price and speed of each option are shown at checkout and in your basket.

Question 13

Something arrived damaged, missing or wrong

Accepted Answer

Tell us within 48 hours with a photo of the item and the parcel. We replace or refund it — photographs let us settle it without sending anything back.

Question 14

How long does a refund take?

Accepted Answer

Once we submit a refund it usually settles back on your original payment method within 5 working days — the exact time is set by your bank. Pouch Pay refunds land on your balance immediately. Ask in chat with your order selected and the assistant will read the real refund status on your order.

Question 15

Can I skip, pause or cancel a subscription?

Accepted Answer

Yes, any time before the next billing date — skip, pause, resume, change frequency or products, update the address or cancel, all from your subscriptions page or here in chat.

Question 16

When am I billed for my subscription?

Accepted Answer

On the next billing date shown on your subscription. We charge the saved card that morning and dispatch on the same working day when payment succeeds.

Question 17

My subscription payment failed

Accepted Answer

We retry a failed subscription payment automatically. You can also update the card or retry it straight away on your subscriptions page; nothing ships until payment succeeds.

Question 18

What is Pouch Pay?

Accepted Answer

Pouch Pay is your Pouch Haus balance. Top it up, then pay in one tap at checkout. Refunds can be returned to it instantly instead of waiting on your bank.

Question 19

My top-up has not appeared

Accepted Answer

A top-up credits your balance the moment the payment is confirmed. If it has not appeared, ask here — the assistant reads the real status of that top-up, and anything unexplained goes straight to the team.

Question 20

Can I withdraw my Pouch Pay balance?

Accepted Answer

Pouch Pay balance is spendable at Pouch Haus and cannot be withdrawn to a bank account. Refunds of an order you paid for by card still go back to the card.

Question 21

My points are missing

Accepted Answer

Points post once an order is paid for, and are removed again if that order is refunded. Ask here and the assistant will read your real points balance and recent activity.

Question 22

What payment methods can I use?

Accepted Answer

Cards, Apple Pay, Google Pay, Klarna and your Pouch Pay balance. Card details are entered directly into our payment provider and never reach Pouch Haus.

Question 23

My payment was declined

Accepted Answer

A decline comes from your bank, not from us, and no money is taken. Check the details and any app approval, then try again — or use another method. A pending amount that never completes is released by your bank.

Question 24

I think I have been charged twice

Accepted Answer

Only one charge is ever captured per order; a second line is normally a bank authorisation that drops off. Tell us here and we will pass it to the team with your order and payment references to check properly.

Question 25

I have forgotten my password

Accepted Answer

Use the reset link and we will email you a secure link to set a new password. We never ask for your password, and support cannot see it.

Question 26

I cannot sign in

Accepted Answer

Sign in with the email you ordered with, or use Google or Apple if that is how you created the account. If the email never arrives, check junk — and tell us here if it still does not.

Question 27

I ordered as a guest — can I still track it?

Accepted Answer

Yes. Create an account with the same email address and every order placed on that email or phone number is attached to it automatically.

Question 28

When is live chat open?

Accepted Answer

Live chat is open every day, Monday to Sunday, 9am–6pm, UK time. Outside those hours the assistant still answers instantly and anything you send the team is picked up first thing when we reopen.

Question 29

How do I use a discount code?

Accepted Answer

Add it in the basket or at checkout. Newsletter and rewards codes apply automatically. Only one code applies per order, and codes cannot be added after payment.

Question 30

My code will not apply

Accepted Answer

Codes can be expired, single-use, limited to certain products or subject to a minimum spend, and they do not stack with another offer already on the basket. Tell us the code here and we will check it.

Question 31

What is the difference between mg per pouch and mg/g?

Accepted Answer

mg per pouch is the nicotine in one pouch — that is the figure we list. mg/g is nicotine per gram of pouch material, so it looks higher for the same pouch. Always compare like with like.

Question 32

Which strength should I choose?

Accepted Answer

We cannot advise on nicotine use. Each listing shows the mg per pouch; existing adult users should go by that figure and the manufacturer instructions on the can. Nicotine is addictive and these products are 18+ only.

Question 33

Is this flavour in stock?

Accepted Answer

Stock on the site comes straight from our warehouse and updates continuously. Anything showing "Sold out" is genuinely unavailable rather than hidden, so it is worth checking back.

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Help Centre & frequently asked questions

Orders & tracking

Delivery

Returns & refunds

Subscriptions

Pouch Pay & points

Payments

Account & login

Discounts & codes

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