Orders & Commercial Information

Once you have signed in to your IQOS account and placed your order successfully, you will receive shipping confirmation.

The shipping confirmation informs you that your order is sent to the courier driver who will deliver it to you.

The exact delivery time depends on the postal code of the delivery address. Check out the FAQs on how to track your IQOS order.

Have you placed your order and you might be away on the delivery date?

You do not have to worry, as we offer you the option that someone else can sign on behalf of you for the delivery.

Before completing your IQOS order, you will be asked to add the shipment address that you want your order to be delivered.

We would like to highlight that IQOS products may only be handed over to a recipient after following age verification.  For that purpose, unfortunately, your IQOS order cannot be delivered to a package station.

In Philip Morris we take our responsibility seriously as a consignor of tobacco products. Learn why IQOS needs to verify your age.

Relevant information:

1.  IQOS Order and Delivery issues
2. How to return your IQOS Device?
3. IQOS Age Verification policy
4. IQOS Availability Issues

To purchase a device on IQOS.com, you must first be a registered user. Not a user yet? Learn how to register as an IQOS user. Once you have an account, simply click ‘Login’ and enter your email address and password.

Step by step the payment process:

1. Browse the IQOS product catalogue to find your chosen heated tobacco device.
2. After choosing the right product and quantity, you may proceed with the payment.
3. If you have an IQOS voucher, select “Enter the promo code” and click OK.
4. Finally, complete the payment by entering your payment details and shipping address.

Have you got an IQOS voucher? If so, make sure to refer to the below information.

●       You will need to register / login on IQOS.com to redeem.
●       You can only use one IQOS voucher / coupon at a time.
●       Vouchers need to be redeemed within a limited period of time. 
●       You cannot extend the validity period of a coupon / voucher.

If you are having any issues with your vouchers or need any additional information about IQOS offers and discounts, please refer to the FAQ page

Once your order is ready and you want to proceed with payment, select "Order Now". After entering your personal details, including shipping address, choose your preferred payment method.

You can pay using one of the following options:

●       Credit card from providers Mastercard, Visa.
●       Cash on delivery.
●       Pay with Valu.

If your order is ready and you have added your payment details, but the payment does not go through, then there might be an issue with your credit card or with IQOS.com.

Please follow these 2 steps:

1. Re-enter your card details. Or, try a different card.
2. If the issue doesn’t resolve, select another payment option.

Once you have completed your order, you will receive email confirmation, indicating that your order was successful. In the same email communication, you will receive a copy of your invoice. It will be attached as a PDF document.

Please inform us if you did not receive an invoice.

Relevant information:

1. IQOS device order and delivery issues
2. How to order
3. How to return your IQOS device
4. IQOS Data Privacy Policy

You can redeem your coupon in the IQOS Online Shop. In order to enter your coupon code in the shopping basket, you need to be logged in to your IQOS user profile. As soon as you have placed a product in the shopping basket, you can then enter the coupon code using the “enter coupon code” field and confirm with “OK”. The purchase sum will automatically be reduced by the coupon’s value. Use "continue to checkout" to proceed to payment.  
  
Please note that coupons cannot be combined. To perform the final purchase and redeem your coupon code, you need to register and login on IQOS.com. 

You’d like to delete an IQOS Coupon that has already been entered? Then click on the "remove" in the overview before performing payment. IQOS coupons usually have a limited period of validity and can only be redeemed for one product in the shopping basket.  
  
In case you want to remove an IQOS Friends/Referral Code, you first need to delete the entire shopping basket.  

  
If you have questions, please contact our IQOS Live Chat. 

IQOS devices and IQOS accessories can be purchased from IQOS.com, IQOS Stores, Selected Retailers, Duty-Free, Vapes Stores and Online Vape Stores. 

Use our store locator to find the closest IQOS store.  

If the item that delivered to you is incomplete or damaged, please return the device.  

This is how it works: Simply log into your IQOS customer account and request the return. You will receive an email as soon as the return slip is ready for you to download. You then have 14 days to bring the package to the post office. Philip Morris will then bear the costs of the return.   
   
Please always use the return label, otherwise the cost of the return cannot be covered or reimbursed by Philip Morris. Furthermore, only the return label can be used to ensure that your return is sent to the designated place.   
   
The shipping cost (standard delivery) will be reimbursed to you by Philip Morris in the event of wrong item.  
   
If the goods are returned because of a defect, Philip Morris will also bear the cost of the return postage 

If the item you selected while ordering, is not the one that delivered to you, please return the device.  

This is how it works: Simply log into your IQOS customer account and request the return. You will receive an email as soon as the return slip is ready for you to download. You then have 14 days to bring the package to the post office. Philip Morris will then bear the costs of the return.   
   
Please always use the return label, otherwise the cost of the return cannot be covered or reimbursed by Philip Morris. Furthermore, only the return label can be used to ensure that your return is sent to the designated place.   
   
The shipping cost (standard delivery) will be reimbursed to you by Philip Morris in the event of wrong item. 

If your order is wrong, first, check your order details and make sure you add in the shopping cart the correct item. Alternatively, you should report that to us immediately/ within 7 days and we will send you the correct order free of charge. 

Unfortunately, a delivery address cannot be changed once an order has been placed.  

If your order cannot be handed over to you personally, it will be automatically sent back to us.   
   
However, you can update your address at any time via your customer account. You can access your customer account on IQOS.com on the top within the navigation at "Login". After logging in, please navigate to "My Details" and then "My Addresses" in order to change your address.  

You can redirect the orders after receiving the delivery notification from the courier

Alternatively, you can contact us via IQOS Live Chat or the IQOS Customer Care Team.   

Once your order has been packed and dispatched for delivery, it will be added to the “My Orders” section of your account.  

Also, customers will receive an order confirmation email where they can find the order number

On the day when the parcel is to be delivered, Customers will receive a shipping confirmation email from our delivery partner with one-hour delivery time slot.   

Alternatively, you can track your shipment using the tracking number you received with your shipment confirmation.    

After choosing the product, select the quantity you want and then «Add to cart». A message will appear to let you know that the product you selected has been added to your cart. By selecting "Continue shopping", you can continue with your purchases, while selecting "Proceed to order", you can proceed with the payment. If you mistakenly entered a product into your cart, select "Delete" under the single product. If you have incorrectly entered the quantities, use the arrows next to the product to modify them, then select «Recalculate»: in this way your cart will be updated automatically. 

If you have a discount code, you can enter it on the shopping cart page in the section "Enter the promo code and click OK", followed by the "OK" button: a message will appear to inform you of the correct entry. To proceed with the payment, select "Order Now". Enter your details and your shipping address and finally choose the payment method you want to use. At this point you will be directed to the final page with a summary of your data. To conclude the order, click on «Buy». 

Afterwards, you will receive two emails: the first communication will include the summary of the order and confirmation of payment; the second communication will include the link to track and monitor your shipment. If not received, try checking in the Spam folder. 

In order to place an order on IQOS.com, you must be a registered user. You can register directly on our website, in the "Sign in / Register" section, by selecting "Register". At the end of the registration, you will receive an email with a link to activate your profile within 24 hours. Once this operation is completed, you can start your purchases and take advantage of many other advantages, such as a   

If you already have an IQOS account, instead, it will be sufficient to click on "Login", then enter the email address and password defined at the time of registration. Forgot your password? Click on "Forgot your password?" To receive an email that will allow you to create a new one.