Contact us

Customer service

For product questions, future orders, delivery or returns, our customer service address is help@prepouches.com.

We answer within two working days.

See Questions, Delivery information and Returns and refunds for the draft information available now.

What to include

• A short description of your question and how we can reply.
• For a future order: the order number, name used for the purchase and affected items.
• For a damaged or wrong item: a description and, if available, photos of the tin, seal and parcel. Photos help us understand the problem.
• Do not send payment-card details, passwords or identity documents in an ordinary enquiry.

Once sales open, you can exercise a withdrawal by sending a clear notice without waiting for a customer service response. See Right of withdrawal.

Press enquiries

For press enquiries, write to our press contact address: press@prepouches.com. Include the publication, your question and any deadline.

Privacy enquiries

For personal-data questions or a request to leave the launch waitlist, write to our privacy contact address: privacy@prepouches.com. See the Privacy policy for how information is handled.

If an EU or UK representative is listed under Our details, you may also write to them.

Complaints and mediation

Please write first to help@prepouches.com. Consumer mediator: [MEDIATOR NAME], [MEDIATOR POSTAL ADDRESS], [MEDIATOR WEBSITE, including the online referral page]. These details will be confirmed before sales open.

See Governing law and complaints for the draft mediation process.

Send feedback

Tell us what you think of the site or the product. You can attach one image, PDF or text file of up to 10 MB.

The launch waitlist

The launch waitlist, when it is open, is on the home page. It is for launch updates, not customer service enquiries, purchases or stock reservations.

Our details

This website is operated by [LEGAL ENTITY NAME], with its registered office at [REGISTERED ADDRESS], [COUNTRY]. That company is the controller of the personal data described in our Privacy policy. [IF THE CONTROLLER HAS NO ESTABLISHMENT IN THE EU:] Our representative in the European Union under Article 27 of the GDPR is [EU REPRESENTATIVE NAME], [EU REPRESENTATIVE ADDRESS IN FRANCE OR ANOTHER MEMBER STATE], [EU REPRESENTATIVE EMAIL]. You and any supervisory authority may contact the representative, instead of or as well as us, on all issues relating to the processing of your personal data. [IF THE CONTROLLER HAS NO ESTABLISHMENT IN THE UK:] Our representative in the United Kingdom under Article 27 of the UK GDPR is [UK REPRESENTATIVE NAME], [UK REPRESENTATIVE ADDRESS], [UK REPRESENTATIVE EMAIL]. Our data protection contact is [DPO ROLE], reachable at privacy@prepouches.com. [IF SINGAPORE’S PDPA APPLIES: confirm designation under section 11 of the Personal Data Protection Act 2012 of Singapore.]

Legal form: [FORME JURIDIQUE]. Share capital: [MONTANT]. Registration number, register and country: [NUMÉRO D'IMMATRICULATION, registre et pays].

Director of publication: [NOM ET PRÉNOM DU REPRÉSENTANT LÉGAL].

Host: Railway Corporation, [ADRESSE POSTALE DE L'HÉBERGEUR], telephone: [NUMÉRO DE L'HÉBERGEUR, ou son moyen de contact publié si aucun numéro n'est publié : à trancher par l'avocate], railway.com.

Information to publish before the shop opens: EU VAT number [NUMÉRO ou « non assujettie »].

Our customer service address: help@prepouches.com. Telephone: [TELEPHONE NUMBER WITH COUNTRY CODE], [DAYS AND HOURS, TIME ZONE], charged at no more than a standard call rate.

These details are placeholders pending confirmation.

See the Mentions légales for the French legal notice and the Accessibility Statement.

Change log