FAQ – Frequently Asked Questions

Ordering & age confirmation

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 sell to adults only.

How does the age confirmation work? When entering the shop you confirm that you are at least 18 years old, and by placing an order you confirm your legal age again. In case of reasonable doubt we reserve the right to request proof of age and to cancel the order (see Terms & Conditions, Section 4).

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 1–3 working days with Swiss Post, every parcel with tracking. You'll receive an e-mail confirmation as soon as your order is dispatched.

What does shipping cost? Flat-rate shipping CHF 7.00 per order. Free shipping for orders above CHF 145. Full details: Shipping costs.

Do I need to be home for delivery? No. Swiss Post delivers your parcel like any other shipment. If you are not at home, you will receive a collection notice or the parcel is handled according to your Swiss Post delivery preferences.

Payment

Which payment methods do you accept? TWINT, PostFinance Pay, PostFinance Card (credit/debit card), PostFinance E-Finance and prepayment by bank transfer. With prepayment, your order ships as soon as we receive your payment. Full details: Payment methods.

Is payment secure? Yes – all online payments are TLS-encrypted and processed via TWINT or PostFinance. 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 Return policy and 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? E-mail info@tabaknova.ch – support hours Mon–Fri, 9:00–17:00. See Contact.