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.
Can I change the payment method?
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.
How can I cancel an invoice?
To cancel an invoice, we kindly ask you to send us an email to contact.ch@iqos.com 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.
Where can I find the IQOS invoice?
- If you placed an order in our online shop, your invoice was sent to your email address via CembraPay.
- 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.
Why am I not able to process a payment?
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.
How do I get my IQOS trial kit?
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.
Can I change my order?
You cannot subsequently change your order or cancel it yourself. Please contact IQOS customer service, who will then cancel the order on your behalf.
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.
Can I change the payment method?
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.
How can I cancel an invoice?
To cancel an invoice, we kindly ask you to send us an email to contact.ch@iqos.com 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.
Where can I find the IQOS invoice?
- If you placed an order in our online shop, your invoice was sent to your email address via CembraPay.
- 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.
Why am I not able to process a payment?
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.
How do I get my IQOS trial kit?
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.
Can I change my order?
You cannot subsequently change your order or cancel it yourself. Please contact IQOS customer service, who will then cancel the order on your behalf.