Orders & Commercial Information

You can redeem your coupon in the IQOS Online Shop. In order to enter your coupon code in the shopping basket, you need to be logged in to your IQOS user profile. As soon as you have placed a product in the shopping basket, you can then enter the coupon code using the “enter coupon code” field and confirm with “OK”. The purchase sum will automatically be reduced by the coupon’s value. Use "continue to checkout" to proceed to payment.  
  
Please note that coupons cannot be combined. To perform the final purchase and redeem your coupon code, you need to register and login on IQOS.com. 

You’d like to delete an IQOS Coupon that has already been entered? Then click on the "remove" in the overview before performing payment. IQOS coupons usually have a limited period of validity and can only be redeemed for one product in the shopping basket.  
  
In case you want to remove an IQOS Friends/Referral Code, you first need to delete the entire shopping basket.  

  
If you have questions, please contact our IQOS Live Chat. 

IQOS devices and IQOS accessories can be purchased from IQOS.com, IQOS Stores, Selected Retailers, Duty-Free, Vapes Stores and Online Vape Stores. 

Use our store locator to find the closest IQOS store.  

If the item that delivered to you is incomplete or damaged, please return the device.  

This is how it works: Simply log into your IQOS customer account and request the return. You will receive an email as soon as the return slip is ready for you to download. You then have 14 days to bring the package to the post office. Philip Morris will then bear the costs of the return.   
   
Please always use the return label, otherwise the cost of the return cannot be covered or reimbursed by Philip Morris. Furthermore, only the return label can be used to ensure that your return is sent to the designated place.   
   
The shipping cost (standard delivery) will be reimbursed to you by Philip Morris in the event of wrong item.  
   
If the goods are returned because of a defect, Philip Morris will also bear the cost of the return postage 

If the item you selected while ordering, is not the one that delivered to you, please return the device.  

This is how it works: Simply log into your IQOS customer account and request the return. You will receive an email as soon as the return slip is ready for you to download. You then have 14 days to bring the package to the post office. Philip Morris will then bear the costs of the return.   
   
Please always use the return label, otherwise the cost of the return cannot be covered or reimbursed by Philip Morris. Furthermore, only the return label can be used to ensure that your return is sent to the designated place.   
   
The shipping cost (standard delivery) will be reimbursed to you by Philip Morris in the event of wrong item. 

If your order is wrong, first, check your order details and make sure you add in the shopping cart the correct item. Alternatively, you should report that to us immediately/ within 7 days and we will send you the correct order free of charge. 

Unfortunately, a delivery address cannot be changed once an order has been placed.  

If your order cannot be handed over to you personally, it will be automatically sent back to us.   
   
However, you can update your address at any time via your customer account. You can access your customer account on IQOS.com on the top within the navigation at "Login". After logging in, please navigate to "My Details" and then "My Addresses" in order to change your address.  

You can redirect the orders after receiving the delivery notification from the courier

Alternatively, you can contact us via IQOS Live Chat or the IQOS Customer Care Team.   

Once your order has been packed and dispatched for delivery, it will be added to the “My Orders” section of your account.  

Also, customers will receive an order confirmation email where they can find the order number

On the day when the parcel is to be delivered, Customers will receive a shipping confirmation email from our delivery partner with one-hour delivery time slot.   

Alternatively, you can track your shipment using the tracking number you received with your shipment confirmation.    

After choosing the product, select the quantity you want and then «Add to cart». A message will appear to let you know that the product you selected has been added to your cart. By selecting "Continue shopping", you can continue with your purchases, while selecting "Proceed to order", you can proceed with the payment. If you mistakenly entered a product into your cart, select "Delete" under the single product. If you have incorrectly entered the quantities, use the arrows next to the product to modify them, then select «Recalculate»: in this way your cart will be updated automatically. 

If you have a discount code, you can enter it on the shopping cart page in the section "Enter the promo code and click OK", followed by the "OK" button: a message will appear to inform you of the correct entry. To proceed with the payment, select "Order Now". Enter your details and your shipping address and finally choose the payment method you want to use. At this point you will be directed to the final page with a summary of your data. To conclude the order, click on «Buy». 

Afterwards, you will receive two emails: the first communication will include the summary of the order and confirmation of payment; the second communication will include the link to track and monitor your shipment. If not received, try checking in the Spam folder. 

In order to place an order on IQOS.com, you must be a registered user. You can register directly on our website, in the "Sign in / Register" section, by selecting "Register". At the end of the registration, you will receive an email with a link to activate your profile within 24 hours. Once this operation is completed, you can start your purchases and take advantage of many other advantages, such as a   

If you already have an IQOS account, instead, it will be sufficient to click on "Login", then enter the email address and password defined at the time of registration. Forgot your password? Click on "Forgot your password?" To receive an email that will allow you to create a new one.