Commercial information

Unfortunately, the sale of tobacco products is not possible in our Online Shop.* However, you can find them in most tobacconists, as well as in selected gas stations and gastronomy facilities .

*In compliance with Austrian legal requirements.

We are happy to let you know that the IQOS Partner Stores are now open for you. Here you will be able to buy IQOS devices and accessories. Find more information on IQOS Partner Store locations, opening times and available products and services online on our Store Locator.

Currently, all transactional services are available, so you are able to buy IQOS devices and accessories. Find more information on the products and services available in our IQOS Partner Stores online on our Store Locator.

Currently, only one customer per 10 m² is allowed inside the IQOS Partner Store. When visiting we kindly ask you to follow the social distancing rule and maintain the 1 meter distance. Lastly, please follow the general rule and wear masks while inside the IQOS Partner Stores.

Extended hygiene procedures for IQOS Partner Stores and staff have been implemented to ensure the well-being and safety of the community. Surfaces, payment terminals, counters and other frequently touched areas are cleaned on a regular basis, and the staff is required to wear masks while at work.

If you encounter a problem with your device, which is covered by Care Plus, simply contact our IQOS Care Team at 0800 90 10 91 (free of charge within Austria). Our agents will organize the replacement for you right away.

Rapid replacement is a quick replacement of the defective component of your device in the event of a covered defect – 7 days a 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). Rapid Replacement is available exclusively to our registered users. If your device has a problem, simply contact our IQOS Care Team at 0800 901091 (free of charge within Austria). Our IQOS agents will immediately organize the replacement for you in warranty or guarantee cases.

According to health authorities like the World Health Organization (status April 8th, 2020), there is no evidence to support the transmission of the coronavirus through imported goods. Sources: WHO (https://www.who.int/news-room/q-a-detail/q-a-coronaviruses)

Considering social distancing rule, our free delivery is now contactless. Our courier will deliver your package without collecting your signature as proof of delivery.

If you wish to register on iqos.com in Austria, but already have an account in a foreign country, simply contact our IQOS Care Team at 0800 90 10 91 (free of charge within Austria) and our agents will assist you.

Wipe the outside of the Pocket Charger, the Holder and the associated accessories with a wipe containing disinfectant (with 62-71% ethanol concentration). Dispose of the used wipes in a bin. Next, pull up the cap of the Holder and thoroughly clean the blade, the inside area of the Holder surrounding the blade and the whole extractor with the dedicated IQOS™ Cleaning Sticks. Dispose of the used Cleaning Sticks in the bin.

We are here for you - 7 days a week from 9 am to 9 pm. Please contact us via phone at 0800 90 10 91 (free or charge within Austria) or via email at [email protected]

We are happy to let you know that the IQOS Partner Stores are now open, where you will be able to buy IQOS devices and accessories. Find more information on IQOS Partner Store locations, opening times and available products and services online on our Store Locator.

Alternatively, we welcome you to our Online Shop, where we’ll make sure all of our products are available for you and are ready to be shipped to your home.

We will bring your IQOS products to you usually within 1-3 business days with free delivery. Considering the current situation, delivery may be delayed.

We are here to help you. Please contact our IQOS agents at 0800 901091 (free of charge in Austria) or visit an IQOS Partner Store near you. We will, together with our agents, find the most suitable solution to replace the defective component of your IQOS device in warranty cases.
Alternatively, you can also use our online self-diagnosis tool to identify and fix the issue with your IQOS. 

IQOS is available in the following countries: Albania, Andorra, Armenia, Aruba, Austria, Belarus, Bosnia & Herzegovina, Bulgaria, Canada, Canary Islands, Colombia, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, Estonia, France, Georgia, Germany, Greece, Guatemala, Hungary, Italy, Israel, Japan, Jordan, Kazakhstan, Korea, Kuwait, La Réunion, Lebanon, Latvia, Lithuania, Malaysia, the Maldives, Mexico, Moldova, Monaco, Montenegro, the Netherlands, New Zealand, North Macedonia, Palestine, the Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Ukraine, the United Arab Emirates, the United Kingdom, the U.S., and in some Duty Free shops.