Dec 14, 2020

Notes to the current situation

Due to the current developments regarding COVID-19, federal and state governments have agreed that retail stores that do not serve basic needs must be closed from 16 December 2020, until prospectively 31 January 2021.


Due to this decision by the federal and state governments, we will close our IQOS Stores throughout Germany from 16 December 2020, until further notice. In Saxony, this decision already comes into effect from 14 December 2020.

Our online shop will remain open for you

Of course, we are still here for you around the clock on iqos.com and will do everything to ensure a fast and safe delivery of your IQOS order. Please note: Due to the current high volume of orders, delivery times may be slightly extended.

Safe delivery due to high hygiene standards

Don't worry: Our warehouses have always been subject to the highest hygiene standards - and so have your ordered products. In order to reduce personal contact between you and the delivery staff and to avoid the possible transmission of viruses via hand scanner and pen, DHL offers the option of waiving the recipient's signature when handing over parcels. You can find more information about this here. If our shipping partner DHL does not meet you at home, your IQOS order will be deposited as usual at a nearby post office.

Information about the IQOS trial month

In case you want to return an IQOS device from the IQOS trial month, the following regulations currently apply:

  1. If the IQOS trial month was entered with an IQOS customer consultant or via iqos.com please contact the IQOS LiveChat. You’ll receive a return label by e-mail for free return shipping.

  2. If the IQOS trial month was entered at one of our IQOS Stores, you can return the device once the store has reopened.

Where can I purchase HEETS?

Our online shop will continue to be open for you. You’ll find our product line of HEETS tobacco sticks here. There, you can order HEETS tobacco sticks online without any shipping costs. Additionally, HEETS tobacco sticks are available at many gas stations, grocery stores, and tobacconist shops. However, please note your retail outlet may be closed or have changed business hours due to the measures being implemented nationally. Please inquire there directly as applies.

Swift and personal support

If you have any questions regarding our products (operation, replacement devices, cleaning, etc.), IQOS CARE, your IQOS support team, is at your service. Many questions can already be answered on the IQOS Support page or in our FAQ section.
If you want to contact our customer service, it is best to use the IQOS LiveChat.

Please be assured that the entire IQOS team will do everything in their power to continue to provide you with the best possible service.

Fast help for issues with your IQOS device

Our online troubleshooting tool provides support around the clock for your IQOS device in just a few short steps. Click here to launch the IQOS diagnosis.

Whom should I contact if I have further questions?

For further information, please contact IQOS CARE.
We can be reached free of charge via IQOS LiveChat. You find further communication channels here.

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