Frequently Asked Questions

Welcome to our FAQ Page

Missing or Damaged Items

We take the best care when packing order to ensure they are secured as best as possible however we don't have control of how rough a package is handle by the postal service.

However, if you have received a damaged item, send us a photo of the product to our customer service email stating your order number.

Our team will do their very best to rectify the situation with the right solution that keeps everyone happy whether that is a replacement product being sent or a gift card issued

We take the greatest care to ensure all orders are correct but we are human too. 

If you do have an item missing please send us an email and our team will investigate. 

If there is a mismatch in our stock levels confirming your inquiry, then we will rectify the issue straight away 

Returns

Yes of course we accept returns. Upon receipt of your order you have 10 days to notify us that you will be returning in a product.

We will not accept returns of used items. The product must be sealed and in the original condition you received to be eligible for making a return.

Our return address is:

FAO - MrSnuff: RETURNS DEPT

Optical House
Balthane Industrial Estate
Ballasalla
Isle of Man
IM92AH

When your returned package reaches our warehouse it will be inspected upon delivery and you will be contacted via email so please provide an email address when shipping your item back to us

Note - We can only refund the cost of the product not any shipping and handling costs

Shipping

 We try ship every order our within 24 hours excluding weekends
and you will be notified via a shipping notification email. You can also log
into your MrSnuff Account to view your order status  

If you chose a traceable shipping option when you made your purchase you will receive a tracking number on your order confirmation email, and it will also be displayed on you accounts order details online

This is a Royal Mail Tracking Number and can be tracked via their website here

These tracked service we use are listed below:

INTERNATIONAL CUSTOMERS:
Royal Mail - International Tracked
Royal Mail - International Tracked & Signed

UK/DOMESTIC CUSTOMERS:
Royal Mail - UK Signed For
Royal Mail - UK Special Delivery

We try to process all orders within 24 hours excluding weekends and national holidays.

Please understand that we are not the delivery service so we have no control over the postal system and cannot guarantee when you order will arrive.

However, please see the below estimates based on our customers feedback:

United Kingdom: 2-5 business days.

European countries: 6-8 business days. 

Mid East countries: 8-10 business days 

Asian countries: 8-14 business days 

African countries: 8-10 business days 

North & South American countries: 10-14 business days 

Please be aware that this does not include customs clearance. For most orders there will be a quick delay but there are some orders that can be held for an undetermined amount of time (although this is very rare).  

 MrSnuff snuff takes no responsibility or liability for
orders that do not arrive. If we are at fault in any way, will we re-ship you order
free of charge or provide a refund less the shipping and handling costs however
we reserve the right for this to be at our sole discretion. 

The most likely cause for an order not showing up is due to
extending processing time at your local customs office which we also have no
control over. 

Please allow 28 days (excluding weekends) for your order to
arrive before you contact us. This is the minimum amount of time needed before
the Royal Mail will handle any lost package claims.  

We ship all over to countries all over the world with the acception of Brazil.

Please note that certain countries (eg Australia and Norway) orders are returned at a higher rate than normal. 

We will not pay to reship to these countries so if your order gets returned back to us we will offer to refund the cost of the goods excluding the shipping and handling fee or you can choose to pay the shipping and get your package resent.   

Shipping prices are based on the region and total combined weight of the products not by the total price of the order.

This is not to be confused with shipping prices calculated by total cost of the order.

All shipping prices are calculated at the checkout.  

Hopefully we've answered your enquiry but if you have any further questions please contact our customer care team: custserv@mrsnuff.com