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 over how rough a package is handled by the postal service.

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 and have strict policies in place to ensure all orders are correct but we are human too so it is completely possible that an item may have been missed.

If you discover that an item is missing from your order please contact our customer service team immediately!

Our team will investigate and check for a mismatch in the stock levels which will confirm your enquiry. 

Once confirmed, you will get the option to have the missing product shipped at no extra cost to you or a coupon code issued for the amount you paid for that missing item

Returns

Yes of course we accept returns! 

Upon receipt of your order you will have 10 days to notify us that you will be sending us a return.

We will not accept returns if the items have been unsealed or used. 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 

Alternatively, you can contact our customer service team via email at support@mrsnuff.com

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 your 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.  

PLEASE NOTE - If you did NOT choose a tracked shipping method when making your purchase, then we can NOT track it or tell you where it is!

We are a retailer, not the postal service.

If your order hasn't arrived yet and you want to know where it is. Please check your tracking details. If you did NOT choose the tracked shipping method then there is no way of knowing where your package is so please do NOT contact our Customer Service team.

Instead, contact your local postal service who may be able to find some information on your package but there is no guarantee

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: cs@mrsnuff.com