On this page, we have compiled commonly asked questions about payments, shipping, and delivery.
Payments
In collaboration with the payment solution Stripe, we offer secure card payments. We accept Mastercard & Visa.
The payment is not working
If you are having trouble getting the payment to go through, it may be because of several reasons. Please try the following:
- Check that your card is not expired.
- Try a different card.
- Contact your card issuer and ask if your card is activated for online purchases. Certain types of cards may have restrictions for online purchases.
- Update your web page
- Change browser or device
Feel free to contact us at support@swenico.com if the problem persists.
Why was I charged more than once for my order?
If a payment failed, it may be that an amount has been reserved on your account. If you then place a new order, a new amount will be deducted. In this case, the reservation on the first amount will disappear.
If you have been wrongly charged more than once for your order, please contact us and we will take a closer look at what may have happened!
How are my credit card details handled?
All card payments are processed encrypted and with the highest security by our payment solution. We can never see your card details when you place an order.
Shipping & delivery
How long is the delivery time?
For fast and convenient delivery, we use DHL Express and DHL Parcel. Shipping within the EU normally takes 1 business day with DHL Express. International shipments outside the EU normally take 2-3 days. Shipments with DHL Parcel normally take 2-5 days. Upon checkout, you will be able to choose your preferred shipping method. Please note that shipments outside the EU may in some cases be delayed due to the customs process. Follow the tracking number for your shipment to stay updated with the latest tracking information.
What delivery options are there?
Our ambition is for the delivery to you to be as fast and smooth as possible. Therefore, we have partnered with DHL to ensure fast and convenient delivery directly to your door. Upon checkout, you can choose between DHL Express and DHL Parcel. For shipments outside the EU, we only use DHL Express.
What do I do if I have not received my delivery at the stated time?
Delays may be due to several reasons. The most common is that there is a delay in customs handling. We are happy to help you with this to see what may have happened. Contact us at support@swenico.com and we will help you. Include your order number in the description so that we can find the order as quickly as possible.
How long does it take for my order to be shipped?
Orders placed before 12:00 are normally dispatched the same day. If you have placed the order after this, it will normally be sent the next business day.
How do I track my package?
When your order has been shipped out, you will receive the tracking number for your order as well as instructions on how to track your order in the order confirmation.
What can I do if I haven’t received my order on time?
In the vast majority of cases, orders are delivered on time. In some unfortunate cases, the delivery may be delayed depending on several different factors such as weather, delays in customs, or holidays. If you have questions about the delivery time of your order, you are more than welcome to contact us and we will help you.
What do I do if I live in a home with a door code or intercom?
If your apartment building has a door code or intercom, it is important that you enter the door code when placing the order. This way you ensure that the courier can enter the property to deliver your order.
Can I change the delivery address if I provided the wrong one?
We understand that mistakes happen. If the shipment hasn’t yet been dispatched, it may be possible to change the delivery address. Please contact our support team at support@swenico.com as soon as possible and we will do our best to assist you.
What happens if I don’t pick up my package?
If you don’t pick up your package or if you for any reason are not able to receive the package, it will either be returned to us or destroyed. Customers within the European Union may receive a refund within 14 days if a return is issued. Please note that you are responsible for the shipping cost of the return, which will be deducted from your order amount to be refunded. We recommend keeping an eye on the delivery status of your package and picking it up promptly to avoid it being returned.
Where is my order?
You can easily track the status of your order by using the tracking number that was provided to you via email when the order was shipped out. If you have any questions or concerns about your order, please don’t hesitate to contact our support team at support@swenico.com. We’re here to help!
How much does shipping cost?
The shipping cost is calculated upon checkout based on your location. We offer free shipping on orders over €199.00. Please note that this does not include any customs or taxes that may apply if you live in a country outside of the EU, which you as the importer are responsible for paying.
Can I choose which pickup point my order will be delivered to?
Once your parcel has been shipped out, you’ll receive a notification from DHL that includes various delivery options. This allows you to choose the pickup point that is most convenient for you.
Do I get the shipping cost that is stated when I order?
Yes, the shipping cost is indicated upon checkout and will not change unless you choose a different shipping option. Please note that any customs or taxes that may apply are not included in the shipping cost, and you as the importer are responsible for paying them if you live in a country outside of the EU.
My package has been damaged during shipping, what should I do?
We are sorry for this! Take a picture of the defective package and contact us at support@swenico.com and we will do our best to resolve this.
Where are the orders sent from?
All orders from Swenico.com are shipped from our partner Twinroll Services. This is to ensure the freshest pouches possible, as quickly as possible to your home.
Orders
Is there an age limit to order?
Nicotine pouches contain nicotine which is a highly addictive substance. You must be at least 18 years old to order from Swenico.com. By ordering from Swenico.com, you confirm that you are at least 18 years of age.
Where is my order confirmation?
Your order confirmation is sent to your email when you place an order. If you have not received an order confirmation, wait a few minutes and look in your spam folder. If you do not find an order confirmation, we can send out a new one. Contact us at support@swenico.com.
I can’t complete my purchase
If you have problems completing your purchase, we will be happy to help you with this. It can be due to several different reasons. Feel free to contact us and we will identify the problem and help you fix it.
There may be several reasons why you are unable to complete your purchase. If you have problems completing an order, you can try the following:
- Update your web page
- Clear cookies and history
- Change browser or device
- Verify that your card can make online purchases (if you pay by card)
Can my company order nicotine pouches from you?
We work with wholesale and will be happy to assist with your needs. To place a special order as a company, you are welcome to contact us at info@swenico.com.
Can I cancel my order?
Your order may be canceled before it has been packed and shipped. Contact us as soon as possible if you wish to cancel your order. Please note that it is not possible to cancel the order after it has been shipped out.
Why doesn’t the product cost the same as my previous order?
The prices on Swenico.com are updated continuously. The prices may therefore differ when you order on different occasions. We strive to keep prices as low and competitive as possible so you get a lot of nicotine pouches for your money!
How do I use my discount code?
Do you have a discount code? Cool! Simply enter it at checkout and the price will be updated automatically.
Is it safe to shop from Swenico?
We use Stripe as a payment solution, which is a safe and secure payment solution. Payment is made via Stripe’s secure and encrypted payment solution. Our website is also encrypted with SSL to ensure maximum security when using the site.
Do you have a minimum or maximum order limit?
No! You can order as much or as little as you want each time. Whether you are curious about a new flavor or want to stock up on nicotine pouches, there is no minimum or maximum limit for your order.
I did not receive my entire order, what do I do?
If you have made a larger order, it may be sent in several shipments. Check if you have received multiple tracking numbers for your order via email. If you have any questions, please contact us at support@swenico.com and we will see what has happened.
Can I change products in my order?
You can exchange products in your order provided it has not yet been shipped. If you wish to exchange products, you should contact us as soon as possible. We will then cancel your order so that you can make a new one with the desired products.
Why can’t I see my order in my account?
In some cases, it may take some time before your order appears in your account. If you still do not see your order in your account after some time, please contact us and we will help you.
My order has been processing for several days, is that normal?
We aim to ship orders out as quickly as possible, usually on the same day for orders placed before 12 pm. However, please note that processing times may be longer during weekends and public holidays. If your order has been processing for several days, please contact our support team at support@swenico.com and we will investigate the issue.
Can I return my order?
We want you to be completely satisfied with your purchase. Customers within the EU can return their orders within 14 days of receipt, assuming the products are unopened, untampered with, and in their original packaging. Please contact our support team at support@swenico.com to initiate the return process.
I ordered the wrong product, can I return unopened products?
We understand that mistakes happen. Customers within the EU can return their orders within 14 days of receipt, assuming the products are unopened, untampered with, and in their original packaging. Please contact our support team at support@swenico.com to initiate the return process.
We understand that mistakes happen. Customers within the EU can return their orders within 14 days of receipt, assuming the products are unopened, untampered with, and in their original packaging. Please contact our support team at support@swenico.com to initiate the return process.
I accidentally provided the wrong delivery address, will it be returned to your warehouse?
We understand that mistakes happen, and we’ll do our best to help you fix it. If the shipment hasn’t yet been dispatched, we may be able to change the delivery address. However, if the package has already been shipped, we cannot guarantee that it will be returned to our warehouse, and we cannot offer a refund in this situation. Please carefully double-check the delivery address before checking out, and contact our support team at support@swenico.com if you have any questions or concerns.
I did not receive the right products
We’re sorry to hear that you didn’t receive the correct products. We want to make it right, so please contact our support team at support@swenico.com as soon as possible and we will assist you in correcting the issue.
I cannot log in to my account.
If you are having trouble logging in to your account, you may have forgotten your password. You can easily reset your password by clicking on the “forgot password” link on the login page. If you are still having trouble logging in, please contact our support team at support@swenico.com and we will assist you.
Do I need an account to shop at Swenico?
No, you can shop as a guest, but creating an account can make future purchases easier and more convenient. With an account, you can save your billing and shipping information, track your orders, and more.
How do I get my money back when returning a product?
If you decide to return a product, we will issue a refund to the same payment method you used when making the purchase. Please note that it may take a few days for the refund to appear in your account, depending on your bank or credit card company’s processing times. If you have any questions or concerns, please contact our support team at support@swenico.com.
