Delivery & Returns Policy

(Continental Tobacco UK Ltd)

Effective date: 17/10/2025

Date of last revision: 15/10/2025

1. Delivery Overview

We currently deliver to addresses within the United Kingdom only (including Northern Ireland). Our primary delivery partners include Royal Mail and DPD, depending on your delivery location and order size.

All SLAY products are shipped from our UK distribution centre using a tracked postal or courier service. Orders placed before 3:00 pm Monday to Friday are usually dispatched the same day and delivered within 1–3 working days.

Orders placed after 3:00 pm, or on weekends or public holidays, will be processed on the next working day. Delivery times are estimates and may vary during peak periods or unforeseen circumstances.

2. Delivery Confirmation and Tracking

Once your order has been dispatched, we’ll send you an email confirmation with tracking details so you can follow your parcel’s progress.

If your order hasn’t arrived within 7 working days of dispatch (and in any event not later than 30 days from ordering), please contact our Customer Service team so we can investigate and resolve the issue promptly.

3. Delivery Restrictions

• We deliver to all standard UK postal addresses, including Northern Ireland.
• We do not currently deliver to BFPO addresses or locations outside the UK.
• We may occasionally suspend deliveries to certain areas due to courier restrictions, weather conditions, or operational delays.

4. Missed Deliveries

If you’re not at home when your order is delivered, the courier will leave a delivery card or email notification explaining how to rearrange delivery or collect your parcel from a local depot or parcel shop.

If a parcel is returned to us because it wasn’t collected or redelivery couldn’t be arranged, we’ll contact you to agree the next steps. We may refund your order (less any reasonable return shipping costs) unless you ask for redelivery.

5. Returns and Cancellations

We hope you’re happy with your purchase. However, if you change your mind, you have a legal right to cancel your order within 14 days of receiving it, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Under the Consumer Contracts Regulations 2013, you may cancel within 14 days of receiving your products, but this may be subject to deductions and you will have to pay the costs of return of the Products. You cannot cancel your order if the foil seal or primary packaging of the nicotine pouches has been opened or unsealed after delivery, as these are sealed goods that become non-returnable once opened for health protection and hygiene reasons.

Returned products must therefore be unused, with the foil seal intact, and in their original packaging. A copy of the Model Cancellation Form is available in our full Terms and Conditions of Sale and can also be requested by email at hello@slaypouches.com

To exercise this right, please let us know by emailing hello@slaypouches.com or writing to us at:
Continental Tobacco UK Ltd
Fitzroy House, Crown Street
Ipswich, Suffolk, IP1 3LG

Please include your order number, full name, and contact details.

6. How to Return Products

Once you’ve notified us of your cancellation:

• You must return the products to us within 14 days of telling us you wish to cancel.
• Returned products must be unused, sealed, and in their original packaging for health and hygiene reasons.
• You’re responsible for return postage costs unless the product is faulty, damaged, or incorrect.

We recommend using a tracked postal service and keeping proof of postage until your refund has been processed.

Please use the following address for returns:

Contienntal Tobacco UK Returns

Unit 21 Thomas Road, Wooburn Industrial Park

Wooburn Green, HP10 0PE

7. Refunds

Once we receive your returned products (or proof that they’ve been sent back), we’ll process your refund within 14 days. Refunds are made to your original payment method.

We’ll refund:

• The full price of the returned items; and
• The standard delivery charge (if paid).

We may reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them beyond what is necessary to establish their nature, characteristics and functioning — for example, handling beyond what would be permitted in a shop. The maximum refund for delivery costs will be the cost of the least-expensive delivery option we offer.

8. Faulty, Damaged, or Incorrect Items

If any product arrives faulty, damaged, or not as described, please take a photo, document the damage and contact our Customer Service team as soon as possible at hello@slaypouches.com

We’ll arrange a free return and offer a replacement or full refund once the issue is confirmed.

Your rights under the Consumer Rights Act 2015 are not affected.

9. Contact Us

If you have any questions about delivery, returns, or cancellations, please contact:

Customer Service Team
📧 Email: hello@slaypouches.com
📞 Phone: +44 (0) 1483 905 983
📮 Continental Tobacco UK Ltd, Fitzroy House, Crown Street, Ipswich, Suffolk, IP1 3LG

10. Policy Updates

We may update this Delivery & Returns Policy from time to time to reflect operational or legal changes. The latest version will always be available on our Website.

Compliance Statement

This policy complies with:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Electronic Commerce (EC Directive) Regulations 2002