Troubleshoot Your IQOS Order FAQs
- My order is wrong. Who should I contact?
- How can I change the delivery address of my order?
- How can I cancel an order I have already placed?
- What is the time to process the order?
- I’ve changed my mind, can I amend or cancel my order?
My order is wrong. Who should I contact?
If your order is wrong, first, check your order details and make sure you add in the shopping cart the correct item. Your IQOS delivery rider can help assist upon physical inspection during delivery.
Alternatively, please contact us through our IQOS Customer Care at #983838
How can I change the delivery address of my order?
Unfortunately, a delivery address cannot be changed once an order has been placed. You may reach our IQOS Customer Care at #983838 to assist you. However, you can update your address at any time via your IQOS account. You can access your account on IQOS.com on the top within the navigation at "Login". After logging in, navigate to "My Details" and then "My Addresses" to change your address. |
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Unfortunately, a delivery address cannot be changed once an order has been placed. You may reach our IQOS Customer Care at #983838 to assist you. However, you can update your address at any time via your IQOS account. You can access your account on IQOS.com on the top within the navigation at "Login". After logging in, navigate to "My Details" and then "My Addresses" to change your address. |
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How can I cancel an order I have already placed?
Unfortunately, an order that has already been placed can no longer be changed or cancelled. If possible, please refuse to accept the package during pre-delivery call from your IQOS delivery rider.
What is the time to process the order?
Orders placed beyond 6:00 pm will be delivered in the following day. In case of any delays in delivery due to unforeseen circumstances, rest assured that you will be informed as soon as your order is scheduled to be delivered.
I’ve changed my mind, can I amend or cancel my order?
After placing your order, you have 15 minutes to cancel by going to the ‘My Orders’ page and clicking cancel order.
For order cancellations made 15 minutes after order completion, order cancellation is no longer feasible on the website and must be coursed through IQOS Customer Care at #983838 from 8AM to 9PM daily.
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