Deliveries and returns

You’d like to know when your IQOS order is going to arrive? Or how IQOS returns work?
And whether shipping is free with IQOS? You’ll find all the key information here.

 

Swift delivery

Deliveries take approx. 1 – 3 workdays. If we receive your order before 14:00, then it will be shipped out that same day and will often be delivered to you on the following day.

Free shipping

We deliver your order free of charge handled by DHL. Shipping is only available within Germany. Delivery to a package station is not available due to the new Minors Protection Act [Jugendschutzgesetz].

Free returns

If you would like to return your order, please initiate this in your customer account in the section "My Orders“. As soon as your return label is available, you will be informed by e-mail and can download it directly.*

We take our responsibility seriously.

Deliveries unfortunately cannot be made to package stations or to deviating recipients. When carrying out remote sales involving tobacco products, we hold accountability for our products exclusively being sold and distributed to adults aged 18 and older. To that end, in addition to age verification during online registration, the person delivering the parcel is also obliged to verify the recipient’s age.(Special shipping conditions due to the Minors Protection Act [Jugendschutzgesetz] as per 1 April 2016).

Return of electronic devices for recycling purposes

In case you purchased your electronic devices from Philip Morris GmbH, e.g. in an IQOS store, or on iqos.com, you can return these devices to Philip Morris GmbH for recycling purposes.

How does the return work?
You can return the devices free of charge to any IQOS store in Germany or send them back to Philip Morris GmbH by mail. In the latter case, we will provide you with a return label, which will be sent to you by e-mail. You can request this free of charge via the IQOS Care Hotline on 0800 - 1114 767. We are there for you daily from 08:00-21:00.

If you already have a customer account on iqos.com, the delivery of the return label takes about 1-2 business days. You can create an IQOS account at any time if you are not already registered. If no registration is desired, a return is of course also possible. Again, the return label will be sent to you by e-mail. However, the sending can then take some time longer.

*In the event of order revocation, you will be responsible for the direct costs associated with return. If you use a return sticker provided by Philip Morris, then return will be at no cost to you. You can request a return sticker using the free hotline at 0800 – 1114 767. In this case, the costs for return will be covered by Philip Morris. The costs for the original delivery (standard rate) will be reimbursed to you by Philip Morris in the event of order revocation. If a product is being returned due to a defect, then Philip Morris will cover the costs for both delivery and return.

Troubleshooting

Sometimes a quick fix is all it takes. Let us help you troubleshoot your IQOS device. Around the clock.

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IQOS store finder

You want to visit us in store? Find all IQOS stores, pop-up stores and IQOS corners in Germany – also in your area.

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Voluntary warranty

From us to you: We provide you with a voluntary 12-month warranty on your IQOS device in addition to your statutory warranty rights.

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Got a question?

Find the answer in our FAQs.

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