Meet the Shopkeeper

For a house that looks back a thousand years, we've built something very modern. The Shopkeeper, the assistant on our site, does far more than answer questions. Sign in and it can change an order you've already placed, even move it to a new delivery address. It can also track your parcel using the courier's own data, which tells you more than a tracking link can.

Looking after your orders

Ask where your parcel is and the Shopkeeper reads the courier's own scans for your order, so you can see where it's been and what happens next. Until an order ships, it can add a pouch to it, swap one for another, take something off or cancel it altogether. If you gave us the wrong address, it can put the right one on an order you've already placed.

Refunds and exchanges are for our team to decide. The Shopkeeper writes up what you need and sends it to them, and they reply by email.

Nothing changes until you tap

Every change it offers comes as a button with the details on it, and nothing happens until you press it. It only ever works on orders that belong to your account.

Choosing a pouch

Tell it what you like, whether that's a flavour, a strength, a brand or how moist you want a pouch. It searches our range and shows you the matches, each with a line on why it suits you, and you add them to your basket straight from the cards. On any product page, "Ask the Shopkeeper" opens the chat already asking who that pouch is for and how strong it'll feel. It knows our brands too, and where we've written about a maker in the Almanac it'll send you to the article.

Everything else

It can tell you whether we deliver to your country and what it costs. For many countries it can also say how long delivery usually takes, worked out from our own tracked parcels. If a pouch has sold out, it'll check whether more is on order. Once you're signed in, it can set up a Subscription (a reminder email with your basket ready, and nothing is charged or sent until you approve it) and keep your Favourites and lists for you.

You'll find it in the menu, on every product page, beside each order in your account and in the search bar, where whatever you've typed can go straight to the Shopkeeper as a question.