Deliveries and returns

You’d like to know when your IQOS order is going to arrive? Or how IQOS returns work?

Swift delivery
Deliveries take approx. 1 – 3 workdays. If we receive your order before 2:00pm, then it will be shipped out that same day and will often be delivered to you on the following day.
Shipping costs
We deliver you 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 free of charge, then please request a return sticker* from our IQOS LiveChat.

Most frequent questions regarding deliveries and returns:

You can track the current status of your order in your profile under "my order".

After your order has been shipped, you’ll receive an email with a shipping confirmation and a link for tracking your order. Click on the link and follow the information provided by our shipping partner to find out where your order is currently located.
In the event of purchase revocation, return shipping works best with our return label - which you can obtain very easily and free of charge. Please request a return label from the IQOS LiveChat free of charge. The purchase revocation period is 14 days.

With the IQOS trial month, you have 30 days to decide whether you’d like to make the purchase. Return shipment of the device within the trial month is likewise best done using the return label. The purchase revocation period remains unaffected by this.
Delivery time is around 1-3 working days. We work closely with our logistics partners and make every effort to deliver your order as quickly and as safely as possible.
Please note: Due to high demand, there may be some delays in delivery. We ask for your understanding.

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).

* 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.

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Contact

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Store Locator

Find all IQOS Stores, Pop-Up Stores and IQOS Corner in Germany - also in your area.

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IQOS warranty

Here you will find all the details of the warranty, with which your IQOS is perfectly secured.

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