What should I do if my IQOS order is incomplete or damaged?
If the order that was delivered to you is incomplete or damaged, please return the order.
To process a return: Simply log into your IQOS customer account and click on the “My Orders” section under your account. Select the order you wish to return and click on button ‘Return Order’. You will receive an email as soon as the free of charge return label is ready for you to download. You then have 14 days to return the package with the return label provided.
Please always use the return label received from IQOS, otherwise the cost of the return cannot be covered or reimbursed by us.
Alternativity, for assistance, please contact the Customer Service Team. Click here to get in touch.
The item delivered does not match the item I ordered. What should I do?
If the item you selected while ordering is not the one that was delivered to you, please return the order.
To process a return: Simply log into your IQOS customer account and click on the “My Orders” section under your account. Select the order you wish to return and click on button ‘Return Order’. You will receive an email as soon as the free of charge return label is ready for you to download. You then have 14 days to return the package with the return label provided.
Please always use the return label received from IQOS, otherwise the cost of the return cannot be covered or reimbursed by us.
Alternativity, for assistance, please contact the Customer Service Team. Click here to get in touch.
My order is wrong. Who should I contact?
If your order is not as expected, please contact the Customer Care Service Team. Click here to get in touch.
How can I change the delivery address of my order?
Unfortunately, the delivery address cannot be changed once an order has been placed.
However, you can redirect the order to a different address after receiving the delivery notification email from our fulfilment partner. Alternatively, please contact the Customer Service Team. Click here to get in touch.
You can update your address at any time via your customer account. After logging in on IQOS.com and going to the ‘My Account’ section, please navigate to "My Details" and then "My Addresses" to change your address.
Can I redirect an order while it’s in transit?
You can redirect the order to a different address after receiving the delivery notification email from our fulfilment partner. Alternatively, please contact the Customer Service Team. Click here to get in touch.
