Help Centre
ZYN® BASICS
ZYN® is produced in Scandinavia by Swedish Match. Since 1915, Swedish Match has pioneered the research, development and manufacturing of industry-leading snus and related products.
ZYN® contains nicotine which is a highly addictive substance and should only be used by people over 18 years of age.
Nicotine affects blood circulation, raises the heart rate and contracts blood vessels. People with any type of heart problem, such as irregular heartbeat or angina, should therefore avoid all types of nicotine products, including ZYN®. We also do not recommend using the product during pregnancy or breastfeeding.
Swedish Match has done laboratory tests showing that ZYN® does not discolor enamel. However, as with most things, it cannot be completely ruled out that there may be a small risk that ZYN® may cause discoloration of teeth.
We cannot give health related advice at an individual level, we recommend that you discuss this with your dentist.
Right here at uk.ZYN.com. ZYN® is also available at Sainsbury’s, Waitrose, Evapo and many independent vape and tobacconist stores.
WHAT DOES MASS BALANCE MEAN?
The mass balance method provides us with an opportunity to communicate our undertaking on the ZYN cans, and to explain that they consist to 90 percent of bio-based plastic, even though the can you are holding in your hand may not. The fact that the cans do not consist of 100-percent bio-based plastic is because other substances are added as well as the plastic, such as plasticizers, during manufacturing.
Since the plastic now consists of recycled resources rather than crude oil, the climate footprint of the packaging of the three trademarks is reduced by 100 percent.
When we now start to use the mass balance method, it means that we ensure that a certain amount of bio-based material is in the system, corresponding to the plastic needed to manufacture the cans and labels forZYN.
CAN THE MASS BALANCE REDUCE THE CLIMATE FOOTPRINT?
Because the bio-based quantity of 90 percent of the packaging has a very low climate footprint (or more precisely has a negative climate footprint, which is actually the opposite to warming), the total value is less than 0. The climate footprint of the packaging is thus reduced by 100 percent
WHAT DOES BIO-BASED PLASTIC CONSIST OF?
What the bio-based plastic consists of can vary over time, but it is always made either of recycled or renewable resources. The material is either residue from refineries or waste from the food industry, which comes from sources under controlled forms. The material originates from the natural plant kingdom but is classified as “recycled resources.”
WHY IS THE MASS BALANCE METHOD BETTER THAN MANUFACTURE NEW PACKAGING FROM BIO-MATERIAL?
Without the mass balance method, switching the material in our packaging to bio-based plastic would have required us to replace the machinery that currently manufactures our cans. This is a time-consuming and costly process. By choosing material that is bio-based through the mass balance method, we enable a more rapid transition and can ensure more sustainable packaging that reduces our climate footprint.
Without the mass balance method, switching the material in our packaging to bio-based plastic would have required us to replace the machinery that currently manufactures our cans. This is a time-consuming and costly process. By choosing material that is bio-based through the mass balance method, we enable a more rapid transition and can ensure more sustainable packaging that reduces our climate footprint.
The average cost of a pack of cigarettes in the UK is £12.19, and a can of ZYN® tobacco-free nicotine pouches is £6.50. That’s a saving of 47% and up to £80 a month by switching to ZYN®
Here’s what we used to work this out:
- How many cigarettes do people smoke a day? Obviously, everyone’s different, so we take the average: 12.8**. We compare this to 12.8 nicotine pouches to keep things simple.
- How many packs of cigarettes/nicotine pouches do people buy a month?
We work this out based on the average consumption. Note, we’re using ZYN® Cool Mint 9MG for comparison, with 16 pouches in each can. Every other ZYN® comes in cans of 20 – so you’d save even more with another flavour or strength.
To read more about, visit ZYN Value | Zyn UK
USING ZYN®
For the freshest possible experience, enjoy ZYN® any time before the "best before" date printed on the bottom of every can. There's no risk or harm in using ZYN® after the "best before" date, but the flavour and nicotine experience might be reduced.
Nope, refrigeration isn't necessary. ZYN® should be stored at normal room temperature and humidity. High temperatures or high humidity over extended periods of time could reduce ZYN®'s performance.
The amount of sweetener in the ZYN® depends on the flavoring. Generally, the ZYN® Mini contains about 0.6-1.2 mg / pouch.
ZYN® does not contain sugar. Neither the sweetener Acesulfam K (E950) nor the nicotine in our products affects blood sugar levels, but we recommend consulting your doctor before using ZYN®.
The lid on the top of the can is for storing used pouches if you are not able to throw them in a trash can.
Yes, and we would like you to do so! The can is made of recyclable plastic (polypropylene (PP)) and should be sorted as plastic when you recycle.
The nicotine bags should be disposed of in your normal household waste. The sachet paper contains a binder that is not completely biodegradable and therefore cannot be recycled.
While ZYN® nicotine pouches aren’t intended to be swallowed, the nicotine and other food-grade ingredients found in ZYN® are not harmful to adults if consumed in small quantities.
Usually after a few seconds.
Differs from person to person. For some people throughout the use of a pouch, for others it subsides after some minutes.
The product has a somewhat elevated pH level which may cause a burning sensation. It also contains nicotine, which is a stimulant and is what gives you the tingling sensation.
Every ZYN PEARLS® pouch contains cellulose, nicotine, salt and food-grade ingredients, plus water and flavourings.
Like all products containing nicotine, ZYN PEARLS® should not be used by anyone under 18, pregnant or breastfeeding women, or those with a known history of cardiovascular disease.
ZYN PEARLS® is designed for nicotine pouch users, over the age of 18 who want a faster nicotine release. It’s also recommended for people over 18 who use other nicotine products, such as cigarettes or vapes.
Like all products containing nicotine, ZYN PEARLS® should not be used by anyone under 18, pregnant or breastfeeding women, or those with a known history of cardiovascular disease.
MY ACCOUNT
You'll need to register before you can place an order with ZYN®.
As long as you have a valid email address, then you can head over to our sign up page.
We'll automatically sign you up when you register so that we can make sure you're in the know regarding all our special offers.
You can stop these emails by logging into your account and selecting the 'Communication Preferences' option.
It's easy to make changes to your details, whether it's your payment information, password or address book.
Log in to your account and you'll see a range of categories at the bottom of the page under 'Account Settings'.
You can rest assured that shopping with ZYN® is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Don't worry, if you visit our log in page and select 'Forgotten your password?' then you can enter the email address registered and we'll send you instructions on how to get this reset.
If you no longer want to receive our exclusive offers and promotions then you can log in to your account and select the 'Communication Preferences' option to make this change.
ORDERING
All items ordered with ZYN® depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we'll get in touch to let you know.
It's easy to place an order with us. Log in to your account to begin browsing our range.
Once you've found the product you want, you'll need to click 'Add to basket'. You can either carry on shopping or click 'View Basket' if you've got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you'll need to enter the details manually.
Check everything is correct and you're good to go. We'll send you an email as soon as the order is on its way.
Yes, click on the 'My Basket' icon at the top of the page and you'll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you've selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they're more than happy to help you do so.
Get in touch with them now by calling 08001510754 or via the 'Still need help?' section (below).
Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add a new address'.
We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and you'll be provided with all the details you need about that order.
We'll also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you've placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you'll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can’t find the information that you need, click on 'Message' below to contact our Customer Service team.
We’re sorry to hear you want to cancel.
If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
You can visit our Returns Policy to help you get the order back to us instead.
Once you've placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you'll need to log in to your account.
Select the relevant order and you'll see that you can choose to cancel individual items or the whole order.
We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.
Don't worry we understand that this can happen; you can try and cancel the item in your account.
You'll need to click on the item and choose the cancel option. We'll send you an email within an hour to let you know if it worked.
If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how.
If you still need help, then you can send our Customer Service team a message via the 'Still need help?' section (below).
We're really sorry that happened as we aim to provide high quality items to all of our customers.
So that we can look into this for you, please contact us via the 'Still need help?' section (below).
To speed the process up, it'd really help if you could find the information below before contacting us, don’t worry if you can't though, we can help once you get in touch.
- Order Number
- Product Name
- Details of the fault
- Images that support the fault, if applicable
As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.
We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the 'Still need help?' section (below).
We'll need to know the following information so that we can fix this for you-
- Order Number
- Incorrect item received
- The correct item ordered
As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.
We take pride in our products so we're sorry to hear you've received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).
Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.
PAYMENT AND DISCOUNTS
We offer a variety of online payment methods to ensure our customers can place orders with ease.
- Visa
- Visa Debit
- Visa Electron
- Mastercard
- Maestro
- American Express
- Google Pay
- Apple Pay
- PayPal
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you're seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you've done all that and still can't fix the problem then please contact our Customer Service team by visiting the 'Still need help?' section (below).
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you'll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.
Once you've found all the items that you want then click 'My Basket', you'll see a box located below your list of items which says 'Got a discount code? Enter it here'.
Add your discount code into this box and click 'Add' to apply the discount.
If the code doesn’t work then you'll need to check that you're not trying to use more than one offer and none of the items are on our exclusions list.
If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).
We're sorry to hear your code isn't working, you'll need to check that you're not trying to use more than one code per order and that your item isn't excluded.
You can refer to our exclusions list to check.
If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).
DELIVERY
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).
All our delivery options can be found on our Delivery Information page.
Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.
Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
RETURNS AND REFUNDS
Please refer to our returns policy page for more information.
If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the 'Still need help?' section (below).
We try not to make things complicated for you, log-into your account to contact our Customer Service team and they'll do the rest.
You'll need to tell them the reason for the return so they can choose the best option for you.
Please refer to our returns policy page for more information.
We want all of our customers to enjoy their products so if you're not happy with your order then you can send it back to us.
All we ask is that you let us know that you don't want the order within 14 days of receipt and make sure the products have not been opened.
To get the order back to us safely please to log-in to your account and contact our Customer Service team.
They'll send you all the information you need, but you can also refer to our returns policy page for more information.
As soon as we receive your order we'll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we'll send you an email to let you know it's on its way.
If you don't receive your refund and it's been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.
WEBSITE
Emails
M-F: 8AM to 8PM
Sat: 8AM to 5PM
Sun: 8AM to 5PM
Bank Holidays: 8AM to 5PM
Calls (08001510754)
M-F: 8AM to 8PM
Sat: 9AM to 4PM
Sun: Closed.
Bank Holidays: Closed.
Live Chat
M-F: 8AM to 8PM
Sat: 9AM to 4PM
Sun: 9AM to 4PM
Bank Holidays: Closed.
Please refer to our Terms and Conditions page.
If you're having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team via the 'Still need help?' section (below) so we can fix this for you.
Please refer to our Privacy Policy page.
You have the right to ask about what personal data we hold about you.
To make this request you can message us via the 'Still need help?' section (below)
Feel free to write to us at the office address below, but please note that this is not the address to return items to. If you need to return a product to us, please contact Customer Service who will advise you how to proceed.
Zyn Customer Service
The Stables
Gadbrook Park,
Rudheath,
Northwich
CW9 7RJ
United Kingdom.
SUSTAINABILITY
The mass balance method provides us with an opportunity to communicate our undertaking on the ZYN cans, and to explain that they consist to 90 percent of bio-based plastic, even though the can you are holding in your hand may not. The fact that the cans do not consist of 100-percent bio-based plastic is because other substances are added as well as the plastic, such as plasticizers, during manufacturing.
Since the plastic now consists of recycled resources rather than crude oil, the climate footprint of the packaging of the three trademarks is reduced by 100 percent.
When we now start to use the mass balance method, it means that we ensure that a certain amount of bio-based material is in the system, corresponding to the plastic needed to manufacture the cans and labels forZYN.
Still need help?
Live Chat
Call us
Call our Customer Service Team on: 08001510754
Opening hours is 8am - 8pm monday to friday
