Order & Delivery FAQ

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.

1. Browse the IQOS online shop and once you’ve found a product you’re interested in, click on it.
2. Select the amount you’d like to purchase in the dropdown and click “Add to cart” – you can still change the amount later.
3. A pop-up opens with a button that takes you to the checkout page – if you want to continue shopping, just close the pop-up or ignore it, it will close itself after a few seconds.
4. If you haven’t already created an IQOS account, you will be asked to do so when you click the cart icon at the top right.
5. After your account has been successfully created, you can finalise your order
    

Yes, in order to place an order on iqos.com, you need to be a registered user. Part of the registration process is an age verification to ensure you meet the legal requirements to purchase tobacco products.

Once you have successfully registered, you will not only be able to place orders on iqos.com, but will automatically join the IQOS CLUB as well, which means you will enjoy various benefits and have access to special offers.
 

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.

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.

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

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

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.

Standard delivery by la Poste  

Orders placed before 4.00 p.m. are shipped the same day, and are usually delivered within two working days, Monday to Friday. 

There are no deliveries on Saturdays, Sundays or national and cantonal holidays.

((Delivery schedules and delivery times are not guaranteed and may vary. You will not be compensated for delivery delays. You may not choose a specific delivery time or request delivery on a specific day.))

Delivery charges: free

((We may amend the delivery charges specified above at any time.))

Express delivery by la Poste

Orders placed before 4.00 p.m. are shipped the same day, and are usually delivered the next working day, Monday to Friday. 

There are no deliveries on Saturdays, Sundays or national and cantonal holidays.

((Delivery schedules and delivery times are not guaranteed and may vary. You will not be compensated for delivery delays. You may not choose a specific delivery time or request delivery on a specific day.))

Delivery charges: free of charge for orders above CHF 100.– / CHF 7.– surcharge for orders below CHF 100.– / always free of charge for IQOS Club Platinum members.

((We may amend the delivery charges specified above at any time.))

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.

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.

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

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.

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.

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