Shipping and Returns FAQs
Rapid replacement is a quick replacement service where, if your faulty device is covered by Care Plus, you may have it replaced within 3 hours, any day of the week. Delivery time may be subject to delay in the case of unforeseen circumstances (ie: weather, traffic conditions, natural disaster etc. or other considerable circumstances).
If you encounter a problem with your device, simply contact our IQOS Care Team at 0800 90 10 91 (free of charge within Austria). Care Plus and the Rapid Replacement Service are made available exclusively to our registered users.
Standard shipping time is within 1-3 business days. If we receive your order before 14:00, it will be dispatched on the same day and usually arrives the following day. Considering the current situation, delivery may be delayed.
Your order will be shipped free of charge through DPD and only within Austria. Delivery to a packing station is, unfortunately, not possible.
Free return shipping
If you wish to return your order free of charge, you can return the device within 30 days (based on our 30-day money back guarantee) in new as well as used condition. If you have purchased IQOS accessories, they can be returned within 14 days after receipt of the goods. For this purpose, please request a return label* from our free hotline: 0800 901 091.
If the delivered goods show a defect, please also contact our free hotline on 0800 901 091. You will receive a return label*. Philip Morris will bear the costs of the return shipment.
*Please note, if you do not use a return label provided by Philip Morris, you will have to bear the costs of the return shipment. There will be no refund of costs for return shipping.
This is how the free return of your goods works:
1. Contact our hotline on 0800 901 091 (free of charge).
2. You will receive a return label by e-mail, please print it out and stick it visibly on your return package.
3. Take the package to an Austrian post office (Österreichische Post).
4. Please obtain a receipt as proof of postage.
5. Once receipted your package will be inspected and a refund will be issued. The refund will be made using the same form of payment that you have used for your shopping.
The use of this product is not risk free and provides nicotine, which is addictive. Only for use by adults.