How Are Orders Sent?

Upon completing your purchase, you will receive an order confirmation on the homepage, followed by an email confirmation sent to the address you provided. At europouches.com, a B2B platform, most orders are processed and shipped within 24 hours on weekdays, provided that full payment has been received.

Your goods may be sent in one or more packages, depending on your order. We process your order in a secure and temperature-controlled environment to ensure the freshness of our products. Items are shipped in durable, lightweight boxes or bags to guarantee safe delivery.

Please note that europouches.com reserves the right to fulfill the entire order before shipping. We always strive to ship orders the same day; however, shipments are only dispatched from Monday to Friday. If there are any mistakes in the shipping address or if other information is missing, europouches.com retains the right to delay the shipment until we have contacted the receiving party to resolve these issues.

Once your order has been shipped from our distribution center, you will receive an email with tracking information. The estimated delivery time for orders is typically 2-5 working days within the EU, depending on the postal services involved. You can track your order in your order history, where you can also find the provisional delivery date.

Shipping costs will be displayed in the shopping cart and automatically updated if you change the quantity of products. These costs are included in the total price and clearly indicated at checkout before you confirm your order. Please note that all prices on europouches.com are excluding VAT. Only companies with cross-border sales VAT numbers are eligible to shift the VAT. Additionally, VAT is also stated in the order confirmation email you receive.

Lastly, we would like to emphasize that you are responsible for adhering to the regulations of your country regarding the import of nicotine and/or CBD-containing products.

Do You Have an Ordering Limit?

The ordering limits depend on the shipping method and the country of delivery. At europouches.com, the minimum order quantity (MOQ) is 240 pieces in total, organized in sleeves of 10 pieces per SKU. A box can contain a maximum of 24 different SKUs, allowing you to mix and match various products.

When you reach the checkout, specific restrictions related to your order will be displayed. We highly recommend reviewing these details during the checkout process to ensure your order meets the requirements.

If you are located outside the EU, we advise consulting your local customs office regarding the regulations and limits for importing nicotine products, as these rules can vary widely by region. Staying informed will help ensure a seamless ordering experience and help you avoid potential customs issues.

Why Can't I Order to Czech Republic?

Unfortunately, we do not offer shipping to the Czech Republic at this time. For your convenience, here is a list of countries we currently ship to.

If you have further questions or need assistance with your order, please feel free to reach out to our customer service team.

What Are the Shipping Costs for My Order?

At europouches.com, we strive to keep our shipping prices stable. However, shipping costs can vary depending on your country or region. To find the most accurate shipping cost for your order, please check the checkout page after adding items to your cart.

How Do I Find My Tracking Number?

Once your order has been paid for and shipped, you will receive a separate email containing your tracking number. You can also find your tracking information by logging into your account on our website.

Additionally, our shipping partners will provide updates regarding your package status. If you have any questions about your shipment, feel free to use the chatbot available on our homepage for immediate assistance.

What If I Haven't Received My Order Confirmation?

If you have not received an order or shipping confirmation via email, this could be due to several factors. The first step is to check whether you have entered your email address correctly. If there was a mistake, update your email address as soon as possible, as any future emails will be sent to the incorrect address until it is changed.

If you would like to request a new confirmation, please send an email to [email protected]. Other possible reasons for not receiving an email could include issues with your email account being inactive at the time we sent it or your SPAM filters blocking our messages.

How Can I Update My Address?

To update your information, such as your address or telephone number, simply log in to your europouches.com account and edit the relevant details in the account settings. Navigate to your account and make the necessary changes.

I Would Like to Change My Delivery Address. Is This Possible?

If you need to change the delivery address after placing an order, log in to your europouches.com account and update the address. However, if your order has already been placed, please email us as soon as possible at [email protected]. Please note that we may not always be able to change the address before the order is shipped, so it is crucial to double-check your delivery address before submitting your order.

What Shipping Methods Are Available?

At europouches.com, we offer various shipping methods, including UPS Standard, UPS Express, DHL Economy, and DHL Express, as well as DHL Express Worldwide. We are continuously working to expand our shipping options for your convenience.

For the fastest delivery, we recommend using one of our express options. For regular shipments, please check the estimated transit times for your destination within the EU on our website.

Why Does It Say "Unfortunately, We Do Not Offer Shipping to the Country You Have Selected"?

This message indicates that we do not currently offer shipping to the country you selected. We recommend checking our list of available shipping destinations. If you have any further questions or need assistance, please feel free to contact our customer support team.

Where Is My Package?

Delivery times typically range from 1 to 8 business days, depending on the shipping method and destination, as we ship worldwide. However, delays may occasionally occur due to circumstances beyond our control.

To track your shipment, please refer to the tracking number provided in your email or account. If you need further assistance, don’t hesitate to contact our customer support team. For a quicker response, you can also use the chatbot on our main page.

Why Haven’t I Received My Order?

We apologize for the delay in receiving your order. Delivery times depend on the shipment's departure from the Netherlands and the postal service in the destination country. The estimated delivery time typically ranges from 2 to 5 working days, but can vary depending on factors such as customs clearance.

Sometimes packages may be delayed if they are held at customs for further inspection. Based on our experience, most orders arrive within the stated delivery window, but if your order hasn't arrived, we kindly ask you to wait at least 10 days before contacting us.

Please also ensure that you entered the correct shipping address when placing your order, as we use the address exactly as provided. EPD International s.r.o. is not responsible for orders with incorrect or incomplete shipping information.

Return Policy

If you are not satisfied with some or all of the products in your order, you can return them to us for a full refund, provided that you notify us and ship the products back within 14 days of receiving them. It is important that you inform us before returning any products, as Euro Pouches Distribution (EPD) reserves the right to refuse any return shipments that are not pre-approved.

Please note the following conditions for returns:

• The products must be in their original condition and packaging. If the products are opened, damaged, or not in their original condition, they are not eligible for a refund.
• When returning a roll, the plastic covering is considered part of the original packaging. If the plastic has been removed, moderately damaged, or opened, the product cannot be returned.
• The return shipping costs are your responsibility.

For products on promotion or sale, returns are not accepted.

If you wish to cancel your order, please contact our customer support team as soon as possible. If your order is still in process and you have not received a tracking number, we may be able to cancel it. For unpaid orders, you can cancel directly through your account.

Returns are only accepted for unopened packages within 14 days of delivery, and please note that shipping fees are non-refundable.

Feel free to reach out to us if you have any further