FREQUENTLY ASKED QUESTIONS

Northerners’ products are only intended for consumers of legal age. Northerner have a robust system in place through which we use the latest technology to ensure that minors can not purchase from the Website.

You must verify your age and identity through our third party supplier Yoti using one of two methods: (1) Age estimation via selfie scan, applying a Challenge 25 policy; or (2) Uploading your government-issued ID which is verified for authenticity and complete a selfie scan to ensure identification with the government-issued ID.

If you fail to complete the age-verification within 24 hours, the order will be cancelled and payment will be refunded. 

Sometimes the scan might not work when using the same age verification link multiple times. If the link doesn’t work the first time, we recommend waiting for a new email reminder with a fresh link, please use the link provided in that email to complete the age verification.

You can also try using a different browser or device, such as switching from a computer to a smartphone.

Additionally, please ensure that camera access is enabled in your browser settings, as this is necessary for the facial scan to work correctly.

If you continue to experience issues, please contact our Customer Service team.

Once your order has been dispatched, we will send a notification email with the shipment number so you can track your parcel.

You can also log in to My Pages and find more detailed information about the status of your order there.

Returns are accepted if they meet the following criteria:

• The product is unused and in it's original packaging
• You notify us within 30 days of purchase
• The return reached us within 14 days from when the return form was issued
  
  

Due to health and hygiene regulations, opened vape products can't be returned, even if defective. If your vape is faulty, please contact our Customer Service team for assistance.

To place an order, you must be 18 years or older. Age verification is required at checkout, and the cardholder must also be at least 18.

We use Yoti for age verification. During checkout, you will be automatically redirected to Yoti, where you will complete verification via a facial scan. If you appear close to 18 or if the scan fail, you may be asked to upload a photo of your ID for verification.

Sometimes the scan might not work when using the same age verification link multiple times. If the link doesn’t work the first time, we recommend waiting for a new email reminder with a fresh link, please use the link provided in that email to complete the age verification.

You can also try using a different browser or device, such as switching from a computer to a smartphone.

Additionally, please ensure that camera access is enabled in your browser settings, as this is necessary for the facial scan to work correctly.

If you continue to experience issues, please contact our Customer Service team.

Yes, Yoti facial age estimation technology is safe and privacy-focused. It does not require any personal data. Instead, it estimates age by analysing facial features in an image.

•  The image is processed as a pattern of pixels.
  
  
•  The technology determines an estimated age based on learned patterns.
  
  
•  A liveness check ensures that a real person is taking the selfie.
  
  
•  All images are permanently deleted after verification.

If the Yoti age verification process is not completed within 24 hours of you first placing your order, it will be automatically cancelled.

Additionally, the pending transaction will be deleted, and no funds will be deducted from your account. 

Once your order has been dispatched, we will send a notification email with the shipment number so you can track your parcel.

You can also log in to My Pages and find more detailed information about the status of your order there.

Although rare, some deliveries may take longer than expected. If your package has not arrived within 7 business days after leaving our warehouse, please contact us with your order number, and we will investigate the issue.

For information on our shipping options, please visit this link. 

Orders placed before 4 PM on weekdays (excluding public holidays) will be packed and dispatched the same day for standard delivery.

Orders placed after this time, or during weekends and public holidays, will be packed on the next working day. 

All Northerner UK orders are dispatched from our warehouse in Milton Keynes

No, we can only send orders within The UK.

By selecting Priority Packing at checkout, your order will be prioritised for handling and dispatchment from our warehouse as quickly as possible.

Please note that this option does not affect the delivery time after shipment.

To cancel your order before it is shipped, call our Customer Service team.

Please do this as promptly as possible as we won’t be able to cancel an order once it has left the warehouse. 

If you haven’t received your order confirmation, it could be due to:

· An incorrect email address entered at checkout.

· The confirmation email being in your spam/junk folder.

If you still can’t find it, please contact us, and we’ll assist you.

Unfortunately, orders can't be modified once placed, only full cancellations are possible.

Subscribe to nicotine pouches and have them delivered to your home, free of charge. You choose how frequently you’d like your nicotine pouches to be sent, and you can cancel your subscription at any time without a notice period. Read more about subscriptions and find products here.

To customise your subscription, go to your Northerner account and then Subscriptions. From there, you can easily update your product selection, adjust the quantity, and change your delivery frequency.

No, there are no hidden fees when you subscribe with us. The subscription is completely free, and you’ll receive the same competitive prices as in our online shop, along with free delivery.

There’s no commitment period or cancellation notice required, so you can end your subscription at any time without incurring any extra charges. The simplest way to do this is via your Northerner account.

Unfortunately, we’re unable to update the address on an existing subscription. We recommend cancelling your current subscription and starting a new one with your updated address.

You can cancel your subscription at any time by visiting your Northerner account and then Subscriptions.
If you’d like assistance, please don’t hesitate to contact us.

Simply go to your Northerner account and then Subscriptions, and select “Reactivate Subscription”.

If you receive a defective product, do not discard it. Contact our Customer Service team as soon as possible via email or phone. 

To process your case, we need the following:

- A photo of the product

- A brief description of the issue

- The number of pods/vapes and the product name

- A photo of the label on the back of the can or packaging

If you’re unable to provide a photo of the label, you can instead send the following information in writing:

- Batch number

- Best-before date

- Production date

Please note that the product must not be discarded before the complaint process is completed, as this may affect the outcome.

If your order was damaged during transport, please follow below instructions: 

• Take a photo of the damaged parcel
• Save the items until the complaint process is completed
• Contact our Customer Service team for assistance

Due to regulations governing the sale of nicotine products, we are unfortunately unable to offer exchanges.

You are however welcome to return any unopened items for a refund, provided they meet the conditions outlined in our return policy. 

Returns are accepted if they meet the following conditions:

• The product is unused and in it's original packaging
• You notify us within 30 days of purchase
• The return reached us within 14 days from when the return form was issued
  
  

Due to health and hygiene regulations, opened vape products can't be returned, even if defective. If your vape is faulty, please contact our Customer Service team for assistance.

You can choose from the following payment options:

• Pay now or receive an invoice via Klarna
• Google Pay
• Apple Pay
• Card payment

All payments are securely processed through Kustom Checkout.

Your invoice will be sent to the email address you provided at checkout. If you can't access your email, please contact Klarna to have the invoice sent to you by mail. You can also find your invoice in the Klarna app.

Have you chosen to pay by invoice?

For questions regarding, for example:

- Incorrectly charged amount

- Payment status

...please contact Klarna directly.

If you have questions about card payments, you're very welcome to contact our customer service by email or phone – we’ll be happy to assist you.

If your discount code isn't working, please ensure: 

• The code is still valid: check the expiry date
• You entered it correctly: case-sensitive and no spaces
• The code applies to eligible items in your basket

If the issue still persists, please contact our Customer Service team