This depends on which stage of the payment process you are in.
a) If you haven’t had submitted your order yet and you want to change your payment method, simply select your desired payment method in the corresponding section. Please note that the payment method can no longer be changed if the order has already been placed.
b) If you wish to change your payment method for your Automatic Delivery service (ADS), you can do so in your personal cockpit. Please note that this action is only possible up to 24 hours before a scheduled shipment.
c) If the order has already been processed, the payment method can unfortunately no longer be changed.

To cancel an invoice, we kindly ask you to send us an email to [email protected] with the following information:
- Invoice number
- Order ID (if available)
- Reason for cancellation
If you can’t provide this information via email, we kindly ask you to contact our Customer Service by phone at 0800 050 000.

-    If you placed an order in our online shop, your invoice was sent to your email address via Swissbilling.
-    If you ordered via our Customer Service, you’ll receive your invoice by post.
-    Invoices related to our trial program will be sent 24 days after you placed your order, either via email or post, depending on where you placed your order.
You can see an overview of all your orders, including the amount spent, in the “Order history” section of your iqos.ch account at any time.

If you have any other questions related to your invoices, we kindly ask you to contact our Customer Service.

The issue could be related to your payment provider. Please make sure that you have sufficient funds in your account. If you’re still experiencing issues despite having sufficient funds, we kindly ask you to contact our Customer Service.

Register in just a few minutes and get your trial kit sent directly to your home. Try IQOS ILUMA at home. 14 days. No obligation to buy.

In order to do this:
1. Go to IQOS.com 
2. Press on TRY
3. Choose your favorite device, enter your personal & delivery information

 If you need personal assistance, our customer support team will be happy to help.

You cannot subsequently change your order or cancel it yourself. Please contact IQOS customer service, who will then cancel the order on your behalf.

In all countries where IQOS is available, you can use our International Assistance and have your defective registered device replaced under warranty. Simply contact our toll-free international hotline at +800 2559 2559.

If the international hotline is unavailable, you can also reach us on 0800 050 000* (*charges may apply, please check with your carrier).

Please note that your IQOS device must be registered for the exchange to be free of charge for you. If this is not yet the case, you can register your IQOS device in your IQOS account.

If you want to learn more about the differences between the various models, please visit our device comparison page.

We recommend that you fully charge your IQOS device before using it for the first time.

Fully charging IQOS via a power outlet takes different amounts of time depending on the model:

- IQOS ILUMA i/IQOS ILUMA i PRIME: 135 minutes
- IQOS ILUMA i ONE: 90 minutes
- IQOS ILUMA/IQOS ILUMA PRIME: 135 minutes
- IQOS ILUMA ONE: 90 minutes
- IQOS 3 DUO / IQOS 3: 120 minutes
- IQOS 3 Multi: 75 minutes

Important: Use only the appropriate IQOS USB/USB-C power supply and charging cable for charging.

No, you should not do this. To charge your IQOS device optimally, always use the power supply approved by the manufacturer and a compatible AC Power Adaptors. Do not use other devices, such as the charging cable for your smartphone.