Q&A
Got questions? We’ve got answers.
What is ZONE?
ZONE is a tobacco-free nicotine pouch designed to deliver immediate nicotine and intense, long-lasting flavour.
The slim pouch sits comfortably under your top lip for a discreet nicotine experience that fits easily into your day.
No. While both products are placed under the top lip and contain nicotine, there is one key difference: snus contains tobacco, whereas ZONE nicotine pouches are 100% tobacco-free.
ZONE comes in a slim pouch format, designed for a comfortable and discreet fit.
Traditional snus is banned in most EU countries, with the exception of Sweden.
Although the names sound similar, snus and snuff are different products.
Snus is a moist tobacco product, typically packaged in small pouches and placed under the upper lip.
Snuff is finely ground tobacco that can either be inhaled through the nose (dry snuff) or placed between the gum and lower lip (moist snuff).
Unlike both snus and snuff, ZONE is tobacco-free.
ZONE is designed for adult nicotine users aged 18 and over who are looking for a tobacco-free nicotine pouch experience.
ZONE is available online through the ZONE website and at selected retailers across the UK.
Availability may vary by retailer, flavour and strength.
Looking to buy in-store? Use our Store Finder to find your nearest ZONE stockist.
How to use ZONE
No. ZONE pouches are designed to be placed under your top lip, where the nicotine is absorbed through the gum.
Do not chew, suck or swallow the pouch.
Simply pop a pouch under your top lip and get on with your day.
You may notice a slight tingling sensation at first – that's the nicotine and flavour being released.
Each pouch can typically be used for up to 30 minutes before being disposed of responsibly.
We don't recommend reusing a pouch.
For the best nicotine and flavour experience, use each pouch once and dispose of it responsibly after use.
Most users keep a pouch in place for up to 30 minutes, although this may vary depending on personal preference.
ZONE pouches are designed to deliver nicotine and flavour for up to 30 minutes.
Your experience may vary depending on usage and personal preference.
A tingling sensation is completely normal and is often experienced when the nicotine and flavour are being released from the pouch.
Yes. You can use ZONE as normal while the pouch is under your top lip.
ZONE produces no smoke or vapour, making it a discreet nicotine product. However, always follow any rules or policies that may apply in your location.
Safety Information
If you accidentally swallow a pouch, seek medical advice immediately. If you feel unwell, contact a healthcare professional or NHS 111 as soon as possible.
We recommend using one pouch at a time and following the instructions provided on the packaging.
ZONE is intended for adult nicotine users aged 18 and over.
Travel requirements for nicotine pouches can vary depending on your destination.
Before travelling, we recommend checking the local laws and regulations relating to nicotine products in the country you're visiting, as restrictions may differ from those in the UK.
For more tips on travelling with nicotine pouches, including what to check before you fly, read our guide:
ZONE Products
Each can contains 20 ZONE nicotine pouches.
ZONE is a 100% tobacco-free nicotine pouch.
Each pouch contains carefully selected ingredients including:
Nicotine
Plant fibre
Water
Flavourings
Sweeteners
For a full list of ingredients, please check the base of the can.
ZONE comes in a variety of flavours and nicotine strengths.
10mg
Sweet Mint
Cool Mint
Watermelon
Juicy Peach
11mg
Cool Mint
Berry Blast
17mg
Cool Mint
Looking for your next flavour? Explore the full ZONE range, including the latest products and strengths.
Store ZONE in a cool, dry place at room temperature.
There's no need to refrigerate it. Simply keep your can handy and ready whenever you want immediate nicotine and long-lasting flavour.
The nicotine strength is shown on the lid of every can using our dot system.
3 dots = 10mg nicotine per pouch
4 dots = 11mg nicotine per pouch
7 dots = 17mg nicotine per pouch
The higher the number of dots, the higher the nicotine strength.
The right strength depends on your experience with nicotine products and your personal preference.
If you're unsure, consider starting with a lower strength and finding the option that works best for you.
ZONE cans display a production date on the packaging.
For the best flavour and nicotine experience, we recommend using your pouches within 9 months of the production date.
Store your pouches in a cool, dry place to help maintain product quality.
Age Verification
Because ZONE products are age-restricted, we need to verify that customers are aged 18 or over before they can purchase from our website.
The process is quick and, in most cases, only needs to be completed once.
We use our verification partner, Persona, to check the information you provide against trusted data sources.
If we can't verify your age automatically, you may be asked to provide an accepted form of photo ID, such as a passport or driving licence.
Age verification can occasionally fail if the information entered doesn't match available records.
If this happens, you may be asked to complete an additional identity check.
Your information is processed securely and in accordance with our Privacy Notice.
We keep your identity data for as long as necessary to operate your account and meet our legal obligations.
Any identity documents submitted during the verification process are deleted once verification has been completed and are not retained by ZONE or Persona.
For more information, please refer to our Privacy Notice.
My Account
Getting started is easy.
Click Create Account at the top of the website, enter your details and create a password.
Once registered, you'll be able to manage your orders, addresses and account settings all in one place.
Log in to your account and head to Address Book.
From here you can:
Edit an existing address
Add a new address
Set a default billing address
Set a default delivery address
Don't forget to save your changes before leaving the page.
To update your email address:
Log in to your account.
Scroll and select settings.
Update your email address and save your changes.
No problem.
Select Forgot Password? on the login page and follow the instructions to reset your password.
We'll send you an email with everything you need to get back into your account.
Log in and navigate to:
Account Overview > Settings & Support > Settings > Password
From here you can update your password at any time.
You can unsubscribe at any time by clicking the Unsubscribe link at the bottom of any marketing email from ZONE.
You can also manage your communication preferences within your account settings.
Orders & Delivery
We aim to get your ZONE order to you as quickly as possible.
Orders placed before before 3pm on a working weekday (excluding bank holidays) are dispatched using Evri Tracked 2-Day Delivery.
Orders placed after 3pm will be processed on the next working day.
Orders placed after 3pm on a Friday, or over the weekend, will be processed on the next working day, which may add extra time to delivery.
Delivery times are estimates and cannot be guaranteed.
Once your order has been dispatched, we'll send you a tracking email so you can follow its journey.
We currently deliver to addresses in England, Scotland and Wales.
Unfortunately, we're unable to deliver to:
Northern Ireland
Isle of Wight
Isle of Man
If your delivery address is in one of these locations, you won't be able to place an order.
Delivery charges are displayed at checkout before you place your order.
Any delivery promotions or free delivery offers will also be shown during checkout.
Once your order has been dispatched, you'll receive a shipping confirmation email containing your Evri tracking link.
If you have a ZONE account, you can also track your order by logging in and selecting My Orders.
Check your Evri tracking information first.
If your order has been showing as Out for Delivery for more than 3 days, please contact The ZONE Support Team - support-uk@uk.zonepouch.com.
Please check:
Around your property
Any safe places specified in your delivery preferences
With neighbours
If you still can't locate your order, please contact The ZONE Support Team, support-uk@uk.zonepouch.com, within 5 days of the delivery status being updated and have your tracking number ready.
We begin processing orders as quickly as possible to get them on their way.
If you need to amend or cancel an order, please contact The ZONE Support Team, support-uk@uk.zonepouch.com, as soon as possible. While we can't guarantee changes can be made, we'll do our best to help.
A payment may be declined for a number of reasons, including incorrect payment details, insufficient funds or additional security checks carried out by your payment provider.
Please check your details and try again. If the issue continues, contact your payment provider for assistance.
Returns & Refund
To arrange a return, please contact The ZONE Support Team, support-uk@uk.zonepouch.com.
We'll provide the relevant returns information and explain the next steps.
If something isn't right with your order, please contact The ZONE Support Team, support-uk@uk.zonepouch.com, as soon as possible.
We'll investigate the issue and work to put things right.
If you've experienced an issue with a ZONE product, please contact The ZONE Support Team, support-uk@uk.zonepouch.com, and we'll be happy to help.
Refunds can take up to 10 working days to appear in your account, depending on your bank.
Refunds made through PayPal may take up to 30 days to be processed.
Offers & Promotions
First, check that:
The promo code has been entered correctly.
The code hasn't expired.
Your order meets any promotional requirements.
The promotion hasn't already been applied.
If you're still having trouble, please contact The ZONE Support Team, support-uk@uk.zonepouch.com, and we'll be happy to help.
Unless otherwise stated, only one promotional code can be used per order.
Please refer to the terms and conditions of the promotion for full details.
Contact Us
Need a hand? The ZONE Team is here to help.
Email: support-uk@uk.zonepouch.com
Phone: 0800 031 5384
Opening Hours: Monday - Friday, 09:00 - 18:00 (closed on bank holidays)