How can I cancel an order I have already placed?
We offer a 30-minute order cancellation grace period for all orders placed – within these 30 minutes after order placement, you can cancel the order by selecting this option on the ‘My Orders’ section under ‘My Account’. After this 30-minute period, an order that has already been placed can no longer be changed or cancelled. If possible, please refuse to accept the package upon delivery. If you have already received the package, you have the right to change your mind and return the product no later than 14 days after the day on which you received the product (the product must be unused). You can send the order back to us free of charge with a return label.
My order is wrong. Who should I contact?
If your order is wrong, please contact out Customer Care team for assistance.
How can I change the delivery address of my order?
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.
Can I redirect an order whilst in transit?
You can redirect orders after receiving a delivery notification from DPD or Royal Mail.
Alternatively, you can contact our IQOS Customer Care Team for support.
