FAQ - Frequently Asked Questions

How do i pay?

Payment will be done by bank transfer.

How is the merchandise shipped?

Shipping costs are always included in the total price before you approve and pay for your order. Customs duties and taxes may be charged in addition, depending on the import and customs regulations that apply in the destination country. You are personally responsible for complying with those regulations and for paying any fees and taxes charged.

Shipping damage

Please check your merchandise immediately to confirm that nothing is damaged and that you have received the correct number of packages. If anything is missing from the shipment, please contact [email protected]. We are not responsible for loss, damage, or delay beyond the control of Setas Distribution. We do not issue refunds for returned merchandise.

“Change of mind” Returns and cancellations

As Swedish snus is a perishable item, we cannot accept "change of mind" returns or cancellations. If you contact our customer service before your order has been dispatched, we may be able to offer a full refund. If it has already been dispatched, we are unable to refund you. Similarly, we cannot refund you for returned merchandise.

Registration problems

If you have a problem with registering, please contact [email protected]

Refunds

Refunds are managed by our customer service ([email protected]).

No order confirmation received

You may not have received an order confirmation for different reasons:
Please check that you have provided a correct and valid e-mail address.
Did you see a page with the text: "Thank you for your order. An order confirmation has been sent to your e-mail address"? If you did, the order went through and e-mail was sent to the e-mail address you entered.
Your e-mail server may have been down when we sent our e-mail. Our mail server will try again, but it will give up after repeated failed attempts and you will not get your order confirmation as a result.
Customers with Hotmail addresses may experience problems because Hotmail often puts a limit on how much data can be stored in the inbox. You may also want to have a look into your Spam-folder in case this Email was wrongly classified as spam.
In case you still cannot find an order confirmation, please contact [email protected]

Order not received

Please go to "My Account" in the main menu and log in with your user name and password for information about your most recent approved order. In case your order was approved and sent and you still have not received it, please contact [email protected], so we can resolve this issue with you.

Wrong or damaged merchandise

You must notify us of wrong or damaged merchandise within seven days. We will send you replacement merchandise if the damage was due to Pouch Point. We do not replace merchandise that the customer ordered by mistake or compensate for any other kind of error, loss, damage, or delay that is beyond the control of Pouch Point. We do not issue refunds for returned merchandise. In case you repeatedly receive damaged goods, we recommend you to select the shipping option UPS Express Saver, as these parcels are handled with a lot more care than Swedish Post registered letters or Swiss Post letters.

Where can I get support?

If you have any questions about our merchandise and shipments or your order, please contact us at [email protected].