Frequently Asked Questions

Last updated on September 13, 2026

Who do I contact if I have a question?

Our support team is here to help — visit our Customer Service page for the fastest way to reach us, and we’ll get back to you as quickly as we can.

How can I cancel or change my order?

Orders are processed quickly, so the sooner you contact us after placing one, the better the chance we can still change or cancel it. Reach out via our Customer Service page and we’ll do what we can.

How do I return a product?

See our Terms & Conditions page for the full returns policy, or get in touch through Customer Service and we’ll talk you through it.

How long will delivery take?

Delivery times depend on your location within the UK — see our Shipping & Delivery page for current estimates.

What shipping methods are available?

We ship UK-wide in plain, discreet packaging. Full details on couriers and options are on our Shipping & Delivery page.

Are ONNEX pouches tobacco-free?

Yes — every ONNEX pouch is 100% tobacco-free. There’s no tobacco leaf, no smoke, and no spit; just place a pouch under your lip and enjoy.

Do I need to verify my age to buy?

Yes. ONNEX products are for adults who have already reached the legal age for nicotine products in their area, and every order goes through age verification at checkout. See our Our Responsibility page for details.