Meet the Team: Vincent from Customer Service
Meet another member of the Northerner team. This time, it’s the person behind the scenes managing the Customer Services team, Vincent. He reveals the path that led him to work with customer service and explains how the new nicotine pouch and vape regulations can affect you as a consumer.
Hi Vincent! Tell us a bit about yourself.
"I’m the Customer Service Manager for European Markets, including the UK. I’m based in Stockholm, Sweden, but originally hail from Belgium. I’ve been living in Sweden for almost half my life now!
My team and I are dedicated to making sure your experience with us is smooth, reliable, and hassle-free. Day-to-day, we help answer your product queries, assist with order tracking, and keep our UK community informed about key industry updates.
Outside of work, I’m a big traveller. My favorite summer spots are the Greek islands, Italy, and UK cities like London and Edinburgh. On top of that, I’m a huge football fan and support the Spurs. Yes, I know!"
How did you get into customer service?
"I rolled into Customer Service when I first moved to Sweden, and since then I’ve held various leadership roles across Swedish tech companies.
I’ve always enjoyed solving problems and helping people navigate complex choices. Customer support felt like a natural fit because no two days are ever the same. Being able to turn a confusing situation into a seamless experience–and knowing you made someone's day a little easier–is really rewarding.
On top of that, I truly love working alongside young, energetic team members from diverse international backgrounds."
What’s a fun fact about yourself?
"I’ve lived in five different countries!
I was born and raised in Belgium, spent part of my university years in Warsaw, Poland, and throughout my career, I’ve lived and worked in Greece, Portugal, and now Sweden."
What Does the Tobacco and Vapes Act 2026 Mean For Our Customers?
The Tobacco and Vapes Act came into place in 2026, creating new legislation and giving the British government regulatory powers around nicotine products, including nicotine pouches.
Vincent answers some of the most common questions about the Act, including what they mean for UK consumers.
“How will these new regulations affect my daily shopping experience?”
"For most of our customers, very little changes in terms of day-to-day convenience! You can still order your favorite nicotine pouches and products online as usual.
The primary differences you will notice are tighter restrictions around free samples and promotions, alongside updated age-verification checks at checkout to ensure products are strictly sold to verified adult consumers."
“Why are free nicotine pouch samples no longer available?”
"Under the updated regulations in the Tobacco and Vapes Act 2026, offering free samples, promotional giveaways, or non-compliant incentives on nicotine products is strictly restricted.
To ensure full compliance with UK law, we have phased out all free samples. However, we continue to offer a wide selection of compliant multi-packs and competitive pricing so adult consumers can explore different flavours and strengths legally and affordably."
