FAQ — Frequently Asked Questions
Ordering & age verification
Do I have to be 18 to order? Yes. Swiss law (Tobacco Products Act) prohibits the sale of tobacco, nicotine, and vape products to minors. We verify your age at checkout and, where required, on delivery.
How does age verification work? You confirm your age at the site entrance and when placing your order. Where required, Swiss Post additionally checks ID on delivery. Orders that fail verification are cancelled and refunded.
Can I order as a guest? Yes, guest checkout is possible — no account required.
Shipping
Where do you deliver? Switzerland and Liechtenstein only, from our Swiss warehouse.
How long does delivery take? Usually 3–5 working days with Swiss Post. You’ll receive an email confirmation as soon as your order is dispatched.
What does shipping cost? Small goods (up to 500 g) CHF 5.90; parcels CHF 9–21 depending on weight (up to 30 kg). Free shipping for orders above CHF 65.
Do I need to be home for delivery? For age-restricted deliveries, an adult (18+) must sign for the parcel and may need to show ID.
Payment
Which payment methods do you accept? TWINT and prepayment by bank transfer. With prepayment, your order ships as soon as we receive your payment.
Is payment secure? Yes — all payments are encrypted (TLS) and processed by PostFinance Switzerland. We never store your payment details.
Returns & problems
Can I return products? Unopened products in original sealed packaging within 14 days — except tobacco, e-liquids, vapes, and CBD once the seal is broken (hygiene and legal reasons). See Terms & Conditions, Section 8.
My order arrived damaged — what now? Contact us at info@tabaknova.ch with your order number and photos within 5 days. We’ll sort it out quickly.
When will I get my refund? Within 14 days of receiving your return, using your original payment method.
Products
Are your CBD products legal? Yes — all CBD products contain less than 1% THC and comply with Swiss law. See Product & Legal Information.
Are the products original/genuine? Yes — we source exclusively from trusted, official suppliers.
Do you sell nicotine-free liquids? Yes — we also stock nicotine-free e-liquids.
Contact
How do I reach you? Email info@tabaknova.ch — support hours Mon–Fri, 9:00–17:00. See Contact.
Version 1.0 — 6 July 2026
