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What should I do if there is a problem with the delivered products?

IQOS customer service will be happy to assist you personally if you have any questions or would like to arrange a return.

How can I change the delivery address for my order?

Unfortunately, the delivery address cannot be changed after the order has been placed. If your order cannot be handed over to you personally, it will be automatically returned to us.

Is IQOS return free of charge?

You are responsible for all costs to send back items that you return to us. If you choose to keep some items and only partially cancel your order, delivery charges will not be reimbursed.

Where on the IQOS website can I find my order number?

You can find the order number in the "My orders" section after logging in to your iqos.com user account. You can also find the order number in the order confirmation we sent to your email address.

Can I have my IQOS device delivered at a packstation / PO box?

No, deliveries to PO boxes and Packstations are not permitted.

I received a shipping confirmation. Why hasn't my IQOS package arrived yet?

The shipping confirmation informs you that your order has been sent to the courier, but not that it has been handed over to the courier driver who will deliver it to you. The exact delivery time depends on the postal code of the delivery address.

How much does IQOS delivery cost?

Standard shipping (2 working days) is free. 
Next-day shipping (1 working day) is free for purchases over CHF 100.– (below CHF 100.– a shipping fee of CHF 7.– is applied). For Platinum members shipping is always free.
We may amend the delivery charges specified above at any time.

How can I track my IQOS order?

In the shipping confirmation email you received, you will find a Track & Trace number that you can use to find out where exactly your package is once it has been handed over to the post office.
You will also receive an SMS with the Track & Trace link once your order has been handed over to the post office. If you have any further questions about your order, our customer support team will be happy to help you personally.

Can I cancel my order?

You may return your order from the date you placed your order until 30 days after receipt of the items only if the Products are in their original packaging. We will not accept returns of HEETS or TEREA packs unless they are intact, and their plastic wrapping is unopened.

How are IQOS shipments delivered?

The items are delivered by the post office to the delivery address specified in the order.

What should I do if there is a problem with the delivered products?

IQOS customer service will be happy to assist you personally if you have any questions or would like to arrange a return.

How can I change the delivery address for my order?

Unfortunately, the delivery address cannot be changed after the order has been placed. If your order cannot be handed over to you personally, it will be automatically returned to us.

Is IQOS return free of charge?

You are responsible for all costs to send back items that you return to us. If you choose to keep some items and only partially cancel your order, delivery charges will not be reimbursed.

Where on the IQOS website can I find my order number?

You can find the order number in the "My orders" section after logging in to your iqos.com user account. You can also find the order number in the order confirmation we sent to your email address.

Can I have my IQOS device delivered at a packstation / PO box?

No, deliveries to PO boxes and Packstations are not permitted.

I received a shipping confirmation. Why hasn't my IQOS package arrived yet?

The shipping confirmation informs you that your order has been sent to the courier, but not that it has been handed over to the courier driver who will deliver it to you. The exact delivery time depends on the postal code of the delivery address.

How much does IQOS delivery cost?

Standard shipping (2 working days) is free. 
Next-day shipping (1 working day) is free for purchases over CHF 100.– (below CHF 100.– a shipping fee of CHF 7.– is applied). For Platinum members shipping is always free.
We may amend the delivery charges specified above at any time.

How can I track my IQOS order?

In the shipping confirmation email you received, you will find a Track & Trace number that you can use to find out where exactly your package is once it has been handed over to the post office.
You will also receive an SMS with the Track & Trace link once your order has been handed over to the post office. If you have any further questions about your order, our customer support team will be happy to help you personally.

Can I cancel my order?

You may return your order from the date you placed your order until 30 days after receipt of the items only if the Products are in their original packaging. We will not accept returns of HEETS or TEREA packs unless they are intact, and their plastic wrapping is unopened.

How are IQOS shipments delivered?

The items are delivered by the post office to the delivery address specified in the order.