1. Overview
Snus Village is operated by X London Group Ltd. By placing an order, you agree to this Shipping Policy.
2. Delivery service
We use Royal Mail as our delivery service. Delivery options, estimated delivery times and delivery charges will be shown at checkout where available.
Royal Mail delivery times are estimates only and are not guaranteed unless expressly stated. Delivery may be affected by age verification checks, payment review, stock availability, public holidays, courier disruption, weather, strikes, incorrect address details, or events outside our reasonable control.
3. Order processing and dispatch
We aim to process orders promptly. Orders may be processed on working days and may be delayed if placed after a daily cut-off time, during weekends, during bank holidays, or during periods of high demand.
- Orders may not be dispatched until payment has been authorised through SumUp.
- Orders may not be dispatched until age verification has been completed through Didit where required.
- Orders may be delayed if address details are incomplete, stock needs to be checked, or fraud-prevention review is required.
4. Delivery charges
Delivery charges are displayed at checkout before you complete payment. Charges may vary depending on order value, parcel weight, delivery location, selected service and any special handling or age-verification requirements.
Free delivery offers may be introduced, changed or withdrawn and may be subject to minimum order values, product exclusions or promotional conditions.
5. Age-restricted delivery and verification
Because our products are intended only for adults aged 18 or over, orders may be subject to online age verification through Didit and/or delivery checks.
Royal Mail or another delivery agent may refuse delivery if age or identity checks cannot be completed, if no eligible adult is available, if suitable identification cannot be provided where requested, or if delivery would breach courier requirements or applicable law.
If delivery fails because age verification is not completed, we may deduct reasonable delivery, return, handling and administration costs from any refund where permitted by law.
6. Tracking
Where tracking is available, we will send tracking information by email, SMS, website account update or another appropriate method. You are responsible for monitoring tracking updates and following Royal Mail instructions for redelivery, collection or delivery changes.
7. Delivery address
You must provide a complete and accurate delivery address at checkout. We are not responsible for delays, failed deliveries, lost parcels, incorrect delivery or additional costs caused by incorrect, incomplete or outdated address details supplied by you.
If a parcel is returned to us because of an incorrect or incomplete address, we may deduct original delivery, return delivery, handling and administration costs from any refund.
8. Missed deliveries and collection points
If Royal Mail cannot deliver your parcel, it may attempt redelivery, leave instructions, hold the parcel at a collection point or return the parcel to us. You are responsible for arranging redelivery or collecting the parcel within the time stated by Royal Mail.
If you do not collect the parcel and it is returned to us, we may treat it as an uncollected parcel and deduct reasonable costs from any refund.
9. Uncollected, refused or returned parcels
If a parcel is uncollected, refused, rejected, returned to sender or not deliverable, we may deduct reasonable costs from any refund, including original delivery cost, return delivery cost, Royal Mail charges, handling costs and administration costs.
An uncollected or refused parcel is not automatically treated as a valid cancellation or return request.
10. Lost parcels
If you believe your parcel is lost, contact hello@snusvillage.com with your order number and tracking details. We may need to investigate with Royal Mail before issuing any refund or replacement.
If Royal Mail confirms delivery to the address provided, we may not be able to refund or replace the order unless there is evidence of courier error or another issue for which we are responsible.
11. Damaged parcels
If your parcel arrives damaged, contact hello@snusvillage.com as soon as possible with your order number, photos of the outer packaging, photos of the damaged product and a description of the issue.
Please keep the product and packaging until we confirm the next step, as Royal Mail may require evidence during investigation.
12. Incorrect items
If you receive the wrong item, contact hello@snusvillage.com 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.
13. International delivery
Where international delivery is available, you are responsible for checking that the products can legally be imported, purchased, possessed, supplied and used in the destination country or region.
You are responsible for customs duties, import VAT, taxes, clearance fees, local rules and any documents required by the destination country. We are not responsible if products are delayed, seized, destroyed, returned or refused by customs or local authorities.
If an international parcel is returned to us, we may deduct delivery, return, customs, handling and administration costs from any refund where permitted by law.
14. Order changes and cancellations before dispatch
If you need to cancel or change an order, contact hello@snusvillage.com immediately. We process orders quickly and cannot guarantee that changes or cancellations can be made once an order has been placed, packed, dispatched or handed to Royal Mail.
If your order has already been dispatched, you may need to follow our returns process.
15. Contact for shipping support
For delivery questions, tracking issues, damaged parcels, missing parcels or incorrect orders, contact Snus Village customer service at hello@snusvillage.com.