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IQOS Vouchers & Payments FAQ

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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.

Can I buy an IQOS device with payment in parts/instalments?

Unfortunately, we do not currently offer the option of paying in instalments. Please check with your payment provider to see if this is possible from their side. If you’d like to begin your smoke-free journey but want to try our products for yourself first, please visit tryiqos.ch today. Terms and conditions apply.

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 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.

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 [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.

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.

Can I buy an IQOS device with payment in parts/instalments?

Unfortunately, we do not currently offer the option of paying in instalments. Please check with your payment provider to see if this is possible from their side. If you’d like to begin your smoke-free journey but want to try our products for yourself first, please visit tryiqos.ch today. Terms and conditions apply.

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 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.

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 [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.