FAQs - Frequently asked questions and their answers

How can I pay?

We offer you the following payment alternatives:

• Credit card (VISA and MasterCard)
• Bank transfer
• PayPal
• Invoice with instalment payment option

SnusExpress reserves the right to exclude customers from individual payment options or to insist on prepayment without giving reasons.

If you would like to pay by bank transfer, please select this payment option at checkout. After you have placed your order, we will send an order confirmation to your registered e-mail address. It contains all the information you need for your bank transfer.
It usually takes a few business days until the amount is credited to our account. After receiving the payment confirmation from our bank, we activate your order and ship the products Make sure that you cover all the bank transfer fees from your end and use the currency you chose upon placing your order. This ensures that the complete and correct order amount is credited to us.

Remember to enter your reference/order number in the field "Purpose" or "Payment reference" so that we can quickly assign your payment to your order.
If we receive less than the full order amount, we will reduce your order by the corresponding product value plus additional processing costs. Contact your bank if you have problems with international transfers and make sure that the full amount is credited to our account.
Unpaid orders will be cancelled after 14 days.

For payment by invoice with instalment payment option, the General Terms and Conditions of Byjuno AG apply.

Is it safe to pay by credit card?

At SnusExpress, we make sure that your personal information is protected. All information you transmit is encrypted. All transactions are sent via an SSL (Secure Socket Layer) secured platform. We use DIBS, a highly trusted Scandinavian credit card processor. Consequently, we never receive your card information. This information is known only to you and our bank. To avoid delays and inconvenience, please make sure your account is funded.

What do CVV and CVC mean?

To help minimize credit card fraud, MasterCard and Visa have added an additional credit card code. This is known as the Card Verification Value or CVV (VISA) and Card Validation Code or CVC (MasterCard). The security code consists of the last 3 digits of the number on the back of your credit card next to your signature.

How do I pay by bank transfer?

If you would like to make a bank transfer, simply add the products you wish to purchase to your shopping cart and proceed with the checkout process. You have several payment options to choose from. Choose the bank transfer option before confirming your order. Wait for the order confirmation, which will be sent to you by e-mail and contains all the information required for the transfer.

As soon as we have received the payment confirmation from our bank, we activate your order and ship the products. The entire process usually takes 2-5 business days (after money order). Make sure you pay in your chosen currency (as indicated in your order confirmation) and that the payment includes all bank transfer fees. Otherwise, the entire order amount will not be credited to our account and we will have to reduce your order.

How does the purchase on account work - Byjuno AG

At SnusExpress.ch you can order easily and conveniently on account. You also have the option of splitting your payment into three instalments. We offer this service in cooperation with Byjuno.

Simply select Invoice as payment method during checkout and complete your order. You will then receive the invoice from Byjuno AG by e-mail within 2-3 days. If you did not receive the email, please check your spam folder to make sure that the email was not blocked by Byjuno.

If you would rather receive an invoice by post, you can activate this option via the link in the invoice you received from Byjuno via e-mail or contact Byjuno AG at the number or e-mail address below. They will then immediately send you a payment slip by post. For any additional costs that Byjuno charges for this, please see the General Terms and Conditions of Byjuno AG at http://byjuno.ch/en/r21b/terms/ or in our General Terms and Conditions section.

You have 20 days to pay the bill. Please transfer the full amount to Byjuno AG on time. This avoids further costs.

Before and/or during the conclusion of the purchase with us, Intrum AG will check your creditworthiness.

If you have any questions or concerns about your invoice, please contact Byjuno AG directly. They are at your disposal under 041 227 05 05 or under customer-care@byjuno.ch

The General Terms and Conditions of Byjuno AG apply

Can I pay my bill in instalments?

You have the possibility to divide your payment into a maximum of three instalments if you choose the payment of the invoice as payment method.

Payment by instalments is only possible if you have chosen payment by invoice as payment method. We offer this service in cooperation with Byjuno AG. The General Terms and Conditions of Byjuno AG apply.

After completing your order with the payment method invoice you will receive the invoice from Byjuno by e-mail. The instalment facility is only activated or effective upon payment of a corresponding partial amount. Instead of the total amount you transfer the first partial amount according to the following table:

This also means that the corresponding minimum amount (see table) must be paid for each instalment (instalments 1 to 3).

For further questions on payment by instalments, please contact Byjuno directly on 041 227 05 05 or at customer-care@byjuno.ch.

I have received a reminder / reminder / instalment payment from Byjuno AG. What am I supposed to do now?

Since the invoices are managed by Byjuno AG, we ask you to contact them directly. They are at your disposal under 041 227 05 05 or under customer-care@byjuno.ch

Who can I contact if I have a question about the invoice?

Our invoices are managed by Byjuno AG. We therefore ask you to contact Byjuno directly. You can contact Byjuno's customer service on 041 227 05 05 or at customer-care@byjuno.ch.

Do I receive a confirmation for my order and the dispatch by e-mail?

Yes, we will send you a message with your order data to the e-mail address you have registered. We will also send you a shipping confirmation by e-mail as soon as your order leaves our warehouse. This shipping confirmation contains a tracking number with which you can easily track your shipment online.

How come I did not receive a shipping or order confirmation?

If you did not receive an email, check the email address you provided when you registered your account. Also check if your email account's SPAM filter is enabled as it may block our emails. Another reason could be a full inbox, or your mail server is temporarily down, leading to delayed messages. You can check the status of your order at any time by logging in to SnusExpress.ch and checking your customer account.

I wanted to pay with credit card, but an error occurred. What could be the problem?

Make sure that you have a personalized and valid MasterCard or VISA, meaning it has not expired yet, and that it is not a VISA Electron credit card. Check the address you entered when placing your order. Also check the card information you have provided. The credit card number and the CVC (MasterCard) or CVV code (VISA) must be entered continuously and without gaps.
Errors can also be caused by malfunctions on the institutional servers involved. In this case, please try to place your order again a little later, provided that your credit card is not the problem and has no restrictions for international online transactions. If the problem persists, contact your credit card provider for more information.

What shipping options are available at SnusExpress?

All orders are delivered by Swiss Post AG.

Your order will be sent as Mailbox Plus - an exclusive shipping solution that we have developed in cooperation with Swiss Post especially for our Swiss customers. This service includes faster delivery, including Saturday delivery directly to your mailbox, as well as tracking - all free of charge upon receipt of your shipment.

The estimated delivery time is 2 - 3 working days, including Saturday delivery. Your order will receive a tracking number with which you can easily track your shipment online.

Please make sure to indicate a correct and complete recipient address. If the address is incomplete, delivery may be delayed or even impossible. We are not liable if deliveries are lost or the order is delivered to the wrong address, if the address you provided is incorrect or incomplete.

IMPORTANT: The estimated delivery times are for your orientation only. We assume no responsibility or reimburse payments due to delays caused by force majeure or other circumstances beyond our control. 

How high are my shipping costs?

The shipping costs depend on the shipping weight. The total shipping costs are included in the price, there are no additional costs when you receive your shipment.

Can I track my shipment?

Yes, you can follow your order.

The tracking number for your shipment will be indicated within your shipping confirmation. You can follow your shipment online either from within your customer account at www.SnusExpress.ch or via the homepage of Swiss Post AG, www.post.ch.

What import regulations, duties, taxes and other fees do I have to observe?

Please note that importing snus into Switzerland incurs import duties, taxes and other charges. All these costs are included in the prices shown on our homepage! So you can order with peace of mind: There are no further costs to you!

There is an import limit of 1.2 kg tobacco weight for orders to Switzerland. For this reason, you can only order up to this limit. The maximum number of cans left to the import limit will be displayed as first option in the product view for each individual product.

If you have any further questions regarding import rules and fees for smokeless tobacco products into Switzerland, please contact our customer service.

Snusexpress.ch assumes no liability for the receipt or whereabouts of shipments that are detained, retained or destroyed by customs.

Why can't I order more snus?

In Switzerland there is an import limit of 1.2 kg of tobacco. For this reason, you can only order a maximum of 1.2 kg snus. We do the arithmetic for you: as soon as your shopping cart contains 1.2 kg of tobacco, you can till add more products to your shopping cart, but you must shorten your order later before payment. In the checkout we suggest you the products and the corresponding number of cans that you must remove from your order so that you are within the import limit and can complete your order.

Is it possible to return the products I ordered from you?

Snus is fresh and a perishable product. Therefore, it can no longer be sold once it has been shipped. For tis reason we cannot accept any product returns. This also applies if you ordered the wrong product, if you changed your mind about the purchase, or if the package is returned due to an incomplete address or if you did not pick it up in time.

Can I cancel my order?

If your order has not entered the shipping process, we can cancel a paid order. If you want to cancel your order, send us a message via the contact link above. We will then see how we can comply with your request.

How can I change my order?

You can change your order if it has not yet entered the shipping process. Since we cannot credit or deduct from your account any amount greater than the amount authorized at the time of ordering, changes with a higher amount cannot be accepted if you paid for your order by credit card.

Note that most SnusExpress orders go through the shipping process quickly. If you need to make changes, send us a message using the contact link provided and we will do our best to help you quickly.

I have received a damage/incorrect product. What can I do?

Check the contents of the package immediately upon receipt. Make sure you have received the right products and that they are undamaged. If the content is not complete, you have received the wrong products or faulty or damaged products, please inform us within 10 business days. After this period, complaints can no longer be considered. Please use our contact link to inform us about such incidents in as much detail as possible (which product is affected, how many cans, how the product is defective...)

For legitimate claims we grant you a refund or a replacement product. If necessary, you can also file a claim for damages with your deliverer or local post office if you receive a damaged item.

Be assured that we will do everything possible to ensure that the information on our website is current and accurate. Errors that are brought to our attention will be corrected immediately. If you find an error on our website, please inform us about it via the contact link above. Thank you very much.