FAQ - Shipping and order issues

How long does it take for my package to arrive?

It varies on the chosen shipping method, but normally 2-5 days.
Read more here: https://www.whitepouches.com/shipping

Can you track your order?

Yes, we always attach tracking numbers,
so you can easily follow the progress of your order.

Is it safe to shop with us?

Yes absolutely. We use Qliro as our payment provider. One of the most established, well know and safest Swedish payment platforms on the market.

I can not find my country in the list, can I not order then?

Yes you can, If you dint find your country then select "Global" in the list.

Do I have to pay customs duties?

As rules vary, we refer to the rules of your country. Whitepouches.com disclaims all responsibility for retrieving goods seized by custom or sending replacement orders in these cases.

My package is stuck in customs, what should I do?

Contact the customs and ask if they are missing some documents such as pro forma. Get back to us at [email protected] if you need help to find this document. We can send it to you.

I have not received any order confirmation, is there something wrong?

It may take a few minutes before you receive the order confirmation, otherwise check your spam mail. If not contact us on [email protected] or use the chat.

Why can I not order certain products in my country?

Most countries allow all our products, however, some countries such as Finland and Canada have their own restrictions on nicotine products. But don't worry, we have segmented our assortment according to the regulations of each country.

What opening hours do you have?

Our shop is open 24/7. Packing of orders takes place on non-holiday weekdays.

Where are your products sent from?

We ship from our warehouse in central Sweden.

How do I issue a refund?

Refunds are handled on a case-by-case basis and are granted only in rare situations where something clearly deviates from the expected order.

If you believe there is an issue with your order, you must contact us and provide clear photo evidence of the problem. Please note that all items (such as cans and packaging) must be retained until your case has been reviewed—claims cannot be processed if products have already been discarded.

All claims must also be submitted within a reasonable timeframe after delivery. Requests made too long after the order has been received may not be eligible for review.