FAQ

Short answers to the most common questions about ordering, delivery, returns and our products.

Orders and payment

How do I see where my order is?

Follow the link in your order confirmation. When the parcel has been sent, you receive a shipping confirmation with a tracking link. Read more under Track your order.

Which payment methods can I use?

Available payment methods are shown at checkout before you complete your purchase. Read more under Payment.

Why do I need BankID?

We sell nicotine products only to people aged 18 or over, and you verify your age with BankID at checkout. Read more under Age limit 18.

Can I change or cancel my order?

Email kontakt@whitelip.com as soon as possible with your order number. If the parcel has already been sent, we cannot always change the order.

Delivery

Do you deliver outside Sweden?

Not at the moment. We currently deliver to addresses in Sweden only.

How long does delivery take?

Delivery options, price and estimated delivery time are shown at checkout. Read more under Shipping and delivery.

What do I need to collect my parcel?

Valid photo ID. The parcel is only handed over against ID.

What happens if I do not collect my parcel?

The parcel is returned to us, and we charge a fee of SEK 150 for return shipping and handling. If you want to withdraw from the purchase, tell us instead.

Returns

Can I withdraw from my purchase?

Yes, within 14 days of receiving the goods. The right of withdrawal applies to unopened cans with an intact seal. Read more under Withdraw from a purchase.

I received a faulty or damaged item. What do I do?

Contact us with your order number, a description and preferably photos. We pay the return postage for an approved complaint.

Products

What does mg per pouch mean?

It is the amount of nicotine in one pouch. Mg per gram is the concentration in the content. Always check the product label.

What do slim and mini mean?

They are pouch sizes. The format says nothing about the nicotine strength.

Who can buy?

Our nicotine products are sold only to people aged 18 or over. This product contains nicotine, a highly addictive substance. Keep the products out of the reach of children.