Answers to our most commonly asked questions

  • Products and brands
  • Doing business with JTI
  • Media and investors
  • Career
  • General
  • Feedback on JTI products
  • Availabilities of JTI brands and products
  • Contraband and Counterfeit products
  • Promotional and free samples
  • Ingredients in tobacco products
  • Working with JTI
  • Cigarette point of sale display unit
  • Commercial opportunities
  • Community investment
  • Raise a concern
  • Media contact
  • Register to JTI press releases distribution
  • Apply for a job at JTI
  • University/college report
  • Use of JTI brand or image
  • JTI Locations
  • Raise a concern

The quality of the tobacco/smoke of one of your products was not to its normal standard. How do I make a complaint?

Please send us your feedback through our contact form, selecting your country of residence. Your e-mail will be forwarded to your local consumer services team who will aim to respond within two working days.

Click here to fill in our contact form

A retailer appear to be selling one your brands at the wrong (too high) price. Can JTI take some action to change this?

The regulations about product pricing and consumer rights vary from country to country and in most countries, JTI is not responsible for setting the price for consumers.


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General enquiry

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our general enquiry form to submit an enquiry.

General enquiry form >

I want to find out if one of your brands which I smoke in one country is/will be available in another?

Please visit our local websites to find more about which of our brands are sold in that specific country.

Click here to visit our local websites

If the country you are/will be in is not in the list, please fill in our contact form telling us the name of the country, which brand you are looking for and its format (e.g. type and size of packaging). Your e-mail will be forwarded to your local consumer services team who will aim to respond within two working days.

Click here to fill in our contact form

How do I found out if one of your brands is still available?

Please contact us by filling in our contact form, telling us the name of the country, which brand you are looking for and its format (e.g. type and size of the pack). Your e-mail will be forwarded to your local consumer services team who will aim to respond within two working days.

Click here to fill in our contact form

Why are some of your products different in different countries?

There are a number of reasons why you may notice variations in our products from country to country. For example, regulations and laws may affect the way we produce and package a product. In other cases, there may be local and historical reasons for variations in a product or brand that you are familiar with in another country.


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Product help

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our product feedback form to submit an enquiry.

Product feedback form >

I think the product/brand I've bought is counterfeit. Who should I contact?

Please contact us by filling in our contact form and describe the product and brand and why you think it is counterfeit, together with information about where and when you made the purchase and your contact information.

Click here to fill in our contact form

Can you send me some promotional or free samples of your products?

JTI does not provide promotional or free samples to consumers.


Not the information you were looking for?
×

General enquiry

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our general enquiry form to submit an enquiry.

General enquiry form >

Can you tell me what ingredients are commonly found in your cigarettes?

Please visit the ingredient information page on our website for more information on this topic.


Not the information you were looking for?
×

General enquiry

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our general enquiry form to submit an enquiry.

General enquiry form >

I am interested in working with JTI as an importer, distributor, retailer or service supplier. What do I need to do to become one?

If you think your business meets our general supplier criteria please send us your contact details, your country, location, type of business or services through our contact form.

Click here to fill in our contact form

Please note that due to the high levels of interest we are unfortunately not able to respond to all preferred supplier enquiries.

I represent a business that have a commercial relationship with JTI and I have some questions about your product, who should I contact?

Please contact your account manager with this enquiry.


Not the information you were looking for?
×

General enquiry

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our general enquiry form to submit an enquiry.

General enquiry form >

How do I obtain a cigarette display unit for my shop?

Please fill in our contact form telling us the country you are in, the location of your shop and the details of who supplies you with JTI products/brands. The way we supply cigarette display units for tobacco products varies by country and local regulations.

Click here to fill in our contact form

I have a new product/innovation that could be of commercial interest to JTI.

We welcome innovative ideas.

Before sharing an idea with us, please read our policy on submitting commercial ideas and follow the instructions.


Not the information you were looking for?
×

General enquiry

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our general enquiry form to submit an enquiry.

General enquiry form >

Do you invest in local community projects or charities? How do I apply?

As part of our our Community Investment Policy, we support projects that are charitable and can demonstrate a strong record in improving the quality of life for people in communities where we work. Our ability to invest depends on the strengths of your project and our funding capacities.

Please fill in our contact form telling us the country you are in and the details of your project.

Click here to fill in our contact form

How can I raise a concern of potential misconduct in connection with JTI business?

JTI sets high standards of ethical conduct in all its business dealings. We expect our employees, as well as our customers and suppliers, to live up to these standards in everything that they do in connection with JTI business.

For more information download our Code of Conduct >.

If you would like to raise a concern of potential misconduct in connection with JTI business or have any further questions, please contact us >.

We encourage JTI employees who wish to report a concern to get in touch with their local Your Voice Contact Person.

I would like to arrange a media interview with a representative of JTI. Who do I contact?

If you are a journalist and you have an enquiry, please contact pressoffice@jti.com or call +41227030291.

Please note that non-media enquiries will not be answered.


Not the information you were looking for?
×

General enquiry

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our general enquiry form to submit an enquiry.

General enquiry form >

How do I register for your regular financials press releases distribution?

For JTI latest news please visit our media page.

To sign up for JT/JTI financial press releases distribution, please register on our parent company website JT.com and fill in the press release subscription form.


Not the information you were looking for?
×

General enquiry

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our general enquiry form to submit an enquiry.

General enquiry form >

How do I apply for a job at JTI?

To find out about job and career opportunities at JTI and how to contact us about them please go to the careers section on our website.

To view all vacancies, please click here

How do I find out what has happened to a job application I sent you?

We can only give information about applications that were submitted using this website.

To find out the status of your application please log in to your profile on this page using your log-in email.


Not the information you were looking for?
×

General enquiry

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our general enquiry form to submit an enquiry.

General enquiry form >

I’m writing a University report on JTI/Smoking, where can I find relevant information?

Information is available on our website JTI.com and our parent company’s website JT.com. In some cases, we do consider applications for the supply of further information. If you want to contact us for this purpose, please fill in our contact form giving us your contact details, the institution you are studying at, your course and an outline of the information you are looking for.

Click here to fill in our contact form

How do I obtain permission to use a JTI brand or image?

JTI does not conduct product placement. For historical purposes, sometimes JTI is approached by production companies for the rights to use its historic advertising/brand imagery. Our Company policy does not encourage use of our brands by third parties. Given strict legal restrictions in each country, it is your responsibility as the production company to ensure legality of using the tobacco imagery on screen or print, as well as agreement with the relevant rights owner (namely the relevant advertising agency) of the creative asset.


Not the information you were looking for?
×

General enquiry

Sometimes the information you were looking for can be found in another topic or category. If you have already checked, please use our general enquiry form to submit an enquiry.

General enquiry form >

JTI Locations

We are a truly international and multicultural business, employing about 26,000 people around the world

Where we operate >

How can I raise a concern of potential misconduct in connection with JTI business?

JTI sets high standards of ethical conduct in all its business dealings. We expect our employees, as well as our customers and suppliers, to live up to these standards in everything that they do in connection with JTI business.

For more information download our Code of Conduct >.

If you would like to raise a concern of potential misconduct in connection with JTI business or have any further questions, please contact us >.

We encourage JTI employees who wish to report a concern to get in touch with their local Your Voice Contact Person.