Help Centre

Select a topic

    My Account

    Registering is simple!

    Just head over to our sign up page to join the Nicorette community to receive support, tools, and information you need to give yourself the best chance of stopping smoking for good.

    We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.

    If you are already registered and wish to receive these emails, you can login to your account and change the 'Email 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 find all the options you need.


    There’s no need to worry, we’re compliant with data processing laws, meaning we care about keeping your details safe.

    For more information, please visit our Privacy Policy page.


    Don’t worry, by heading to the log-in page and selecting 'Forgotten your password' you'll be on your way to getting it reset in no time!

    If you don’t want to receive our exclusive offers and support on your quit journey then you can log-in to your account and select the ‘Email Preferences’ option to make this change. 

    Don’t forget, you can choose to re-subscribe at any time!


    Ordering

    We want you to be able to order and receive the products you love effortlessly, and we work hard to make sure our products are always available. On the rare occasion that something isn’t in stock, we’ll always aim to let you know. 

    We’ll never stand in the way of you and your products so we make it easy to order online, we’ll even hold items in the basket for 60 minutes for you should you temporarily leave our page!

    Find the products you want and add them to the basket. You can either carry on shopping or checkout if you’ve got everything you need. 

    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.


    Absolutely! Click on the 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 increase the number of items in your basket, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.

    Absolutely, you can select a delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one.

    We’ll send you an email as soon as it’s on the way! Or simply check your account to track it.

    Plus, we want our products to get to you as quickly as possible, so sometimes items may be shipped separately.

    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 discover all the information you need. 

    We’ll also send you an email as soon as it’s 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.

    Not found the information you need? Send our Customer Service team a message while you’re in your account.


    We’re sorry to hear you want to cancel.

    Can we help with anything so that you don’t have to? You can contact our Customer Service team through your account.

    If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

    Please note that you can only cancel an order within 15 minutes of it being placed. 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.


    See our Returns Policy to help you get the order back to us instead.

    We act fast to get your products to you as soon as possible, so 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 order you wish to cancel 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, 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.

    As we work hard to get your products to you as soon as possible, you may not be able to cancel. If you can’t cancel, please refer to our Returns Policy to find out how to return your item and get a refund.

    Need some more help? You can send our Customer Service team a message while you’re in your account.

    Thank you for getting in touch about your recent experience with one of our Nicorette products.

    We take all complaints seriously and are committed to providing products of the highest quality. 

    If you do have a concern regarding the quality of any of our products then please contact our Nicorette Consumer Care team here. 


    Please keep the product until our team have been back in touch, in case it may be needed to assist in handling your complaint.


    We’re sorry to hear that, but don’t worry as we can help. Please send us a message through your account.

    We’ll need to know the following-

    1. Order Number

    2. Incorrect item received

    3. The correct item ordered


    As soon as we’ve looked into what’s happened we’ll send you an email with the outcome.


    We’re sorry to hear that but don’t worry as we can help. Please send us a message through your account.

    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 know what’s happened, we’ll send you an email with the outcome.


    We ship items separately to make sure you get what you need as quickly as possible.

    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 send a message through your account to let our Customer Service team know and they’ll be happy to help.


    Payments and Discounts

    We offer a variety of online payment methods to ensure our customers can place orders with ease.

    VISA

    MasterCard

    American Express

    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.

    This is just so we can keep our customers safe!

    If you’re seeing the status ‘Payment Problem’ then don’t worry this can be easily fixed and we’ll have your products on the way to you in no time!

    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 have done all that and still the problem is not fixed, then please contact our Customer Service team via the 'still need help' section below.


    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 medicine with ease.

    Once you’ve got all your items in the basket, then add your code in the box marked ‘Got a discount code? Enter it here’. Clicking ‘Use Code’ will apply the discount.

    If the code doesn’t work then you’ll need to check you’re not trying to use more than one offer, you can only use one per order. Please refer to the terms and conditions of an offer. 

    Still having problems? You can contact our Customer Service team through your account.


    We’re sorry to hear your code isn’t working! To find out why, you’ll need to check the terms and conditions of the offer. 

    If the code is valid and you’re not trying to use more than one code per order then contact our Customer Service team via the 'Still need Help' section below


    Delivery

    We will send you an email as soon as your order is on the way. 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 that, you’ll have the option to see timeframes worldwide!

    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.

    Refunds and Returns

    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, contact our Customer Service team via the 'still need help' section below and they’ll do the rest.

    You will 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 contact the customer service team via the 'still need help' section below.

    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 will 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 will send you an email to let you know it’s on its way.

    If you do not receive your refund and it has been 10 working days since you received our email, then you will need to contact our Customer Service team via the 'still need help' section below.


    Website

    Please refer to our Terms and Conditions page.

    If you are having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away 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 email us via the 'still need help' section below.


    No matches were found. Please refine your search.

    Still need help?

    Unavailable

    Live Chat

    2019 © Johnson & Johnson Limited
    Nicorette® contains nicotine. Stop smoking aid. Requires willpower. Always read the label. (12+ years).
    This site is published by Johnson & Johnson Limited which is solely
    responsible for its contents. It is intended for a UK audience.
    Site last updated on 2 May 2019
    UK/NI/19-13550

    Pay securely with
    Visa Mastercard