Customer Service

Question 1

How do I use nicotine pouches?

Answer

Using nicotine pouches is very straightforward – just crack open a can and pop a pouch under your top lip.

If you're not so familiar with nicotine pouches, you may experience a slight tingling or burning sensation as the nicotine is released and absorbed through the mucous membranes in your mouth. This will ease over time.

You can read more on how to use snus & nicotine pouches over in our blog, Nicopedia.

Question 2

Can I chew nicotine pouches?

Answer

No! All nicotine pouches are intended to be placed under your top lip and left there. You may wish to gently manoeuvre the pouch from side to side with your tongue to release more nicotine/flavour, but chewing and/or sucking them will just inhibit the pouch's performance and may make you feel ill.

Question 3

How long can I use a pouch for?

Answer

The effects of nicotine in our pouches generally last up to an hour, however, most of our Haypp customers say they prefer to have a pouch in for between 10 to 40 minutes (depending on the strength of the pouch and their level of experience).

Question 4

What are nicotine pouches?

Answer

Nicotine pouches are a tobacco-, smoke- and vapor-free product that allows you to consume nicotine discreetly, without compromising on flavour. Originating in Sweden, they are similar to snus, but belong in their own distinct category. Get to know both in our handy Nicopedia guide!

Question 5

How do nicotine pouches affect your health?

Answer

Everybody should know what they are putting into their body. If you're interested to learn more about how nicotine pouches can affect your health in different scenarios, you can read more about potential side effects over on our Nicopedia blog. There are lots of helpful articles there, including some medical Q&As.

Remember that products sold on the Haypp website are not suitable for use by persons under the age of 18; pregnant or breast-feeding women; persons who should avoid using nicotine products for medical reasons; persons with an unstable heart condition, severe hypertension or diabetes.

Question 6

What are the different strengths of nicotine pouches?

Answer

Generally speaking, you will find nicotine pouches on Haypp grouped into the following 4 strength categories:

- Less Intense: 0-3mg of nicotine per pouch;
- Regular/Normal: 4-7 mg of nicotine per pouch;
- Strong: 8-9 mg of nicotine per pouch;
- Extra Strong: 10-2mg of nicotine per pouch.

Be mindful that every product has their nicotine concentration broken down into both milligrams per pouch (mg/pouch) and milligrams per gram (mg/g) in the product description, which are very different numbers. What one brand may call Strong could be different to another brand's Strong too, so it's always worth double checking the can before using a pouch.

Question 7

Is shipping through Haypp free?

Answer

Our aim is to always offer free delivery, but in some parts of the UK we have to take a small fee. When entering your postcode in the checkout page, all available delivery options and associated costs will be visible for you to choose between.

Question 8

Where is my order?

Answer

All Haypp orders are shipped from our warehouse in Milton Keynes and "normal sized" orders are typically delivered within 1-3 working days.

In the checkout stage, you will also see the latest time of purchase to qualify for same-day dispatch. This is usually by 16:00, but it can differ from carrier to carrier.

For the Standard delivery service, we use DPD and Royal Mail.

As soon as we have packed your items, you will receive an email with a link to track and trace your parcel. You can also log in to your Haypp account and find more detailed information about your delivery.

Question 9

Can I buy nicotine pouches if I am under 18 years old?

Answer

We have a strict double age verification process, both on-site and in-person, as you must present ID to receive your order.

Our delivery partners cannot legally distribute packages to minors (under 18), so if that is the case, your package will be returned to Haypp at an extra cost of £25.

Question 10

What happens if I receive a damaged package?

Answer

This does not happen often, but is unfortunate when it does.

In the case of receiving a damaged package, please take a photo of it and contact our Customer Service team immediately. We are on standby Monday to Friday from 8am-3pm and will do our best to resolve the issue for you.

Question 11

What should I do if there's an issue with my product?

Answer

This is what our Customer Service team is here for! Take a photo of the issue and get in touch with us via phone or email so we can make sure you are properly compensated. Remember to hang onto the product in case it needs to be sent back to the manufacturer.