How can we help?
Find quick answers about orders, delivery, age verification, returns and support for Snus Village customers.
Orders & Payments
Where is my order confirmation?
Order confirmations are sent to the email address used at checkout. Check your spam or junk folder first. If it still has not arrived, email hello@snusvillage.com with your name, order email and approximate order time.
Can I change or cancel my order?
Email us as soon as possible. We process orders quickly, so changes are not guaranteed once an order has been packed, dispatched or handed to Royal Mail.
Why did my payment fail?
Payments are handled through SumUp. A payment may fail because of bank checks, incorrect card details, insufficient funds or fraud-prevention review. If money appears reserved, your bank or payment provider normally releases it automatically if the payment was not completed.
Delivery & Tracking
How do I track my parcel?
Where tracking is available, tracking details are sent by email or shown in your account/order updates. Follow Royal Mail instructions for redelivery, collection or delivery changes.
What if my parcel is late?
Delivery estimates can be affected by Royal Mail delays, bank holidays, weather, strikes, address issues, payment review or age verification. If tracking has not updated for a while, contact us with your order number and tracking reference.
I entered the wrong delivery address. What should I do?
Email hello@snusvillage.com immediately. If the parcel has already been dispatched, we may not be able to change the address. Returned parcels may have delivery, return or handling costs deducted where permitted.
Age Verification
Why do I need to verify my age?
Snus Village sells age-restricted products for adult customers only. We may use Didit to confirm that customers are aged 18 or over before checkout, dispatch or delivery.
What happens if verification fails?
If verification is incomplete or fails, we may refuse access, pause checkout, cancel an order, request further information or refund eligible payment to the original payment method.
Do you store my full ID document?
We aim to store only the verification outcome and limited audit information needed for compliance, fraud prevention and legal record-keeping. Didit may process verification information directly as part of its verification flow.
Returns, Damaged & Incorrect Items
Can I return a product?
Some returns may be limited because nicotine products can be sealed, consumable, hygiene-sensitive or age-restricted. Email us before returning anything. Products should be unopened, unused, sealed where applicable and in resaleable condition unless faulty or incorrect.
My item arrived damaged. What should I send?
Email hello@snusvillage.com with your order number, photos of the outer packaging, photos of the damaged product and a short description. Please keep the packaging until we confirm the next step.
I received the wrong item. What now?
Contact us as soon as possible with your order number, photos of the item received and details of what you ordered. If the error is confirmed, we may offer a replacement, refund or another appropriate solution.
Account & Support
I cannot log in to my account.
Use the login page to reset your password if available. If you still cannot access your account, email hello@snusvillage.com from the email address linked to the account.
How do I contact customer service?
Email hello@snusvillage.com or use the contact form. Include your order number, account email and any screenshots or photos that help explain the issue.