You can redirect the orders after receiving the delivery notification from our couriers Post or DPD. Alternatively, you can contact us via IQOS Live Chat or the IQOS Customer Care Team.   

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

This is how it works: Simply log into your IQOS user 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 it.

This is how it works: Simply log into your IQOS user 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. 
 

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 "Do you have a Promo Code?", 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.
 
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.

After the order leaves the warehouse, the delivery time is usually about 1-3 business days. We will do our best to deliver your order to you as soon and safely as possible.

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.
  
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.
 

Unfortunately, an order that has already been placed can no longer be changed or cancelled. If possible, please refuse to accept the package upon delivery. If you have already received the package, you can send the order back to us free of charge with a return label. 

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.  

Find out more about free returns.
 

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

Once your order has been packed and dispatched for delivery, it will be added to the “My Orders” section of your IQOS user account on iqos.com. In addition, you will receive an email, which will include the order and the summary of your order.

You will be able to independently monitor the delivery status via the link you will receive with the shipment confirmation email. You will potentially also be able to verify the delivery attempts already made and any problems the courier may have in identifying your address.  

For instance, due to high level of demand, longer delivery times of up to one week may be incurred. Alternatively, you can track your shipment using the tracking number you received with your shipment confirmation.  
 
Please note it may take a few days after shipping info is sent to the shipping partner for the delivery to be dispatched.

We will of course provide you with information on the status of your delivery. After placing your IQOS order, we first send you an order confirmation. After product dispatch, you’ll receive shipping confirmation with a shipment number and a link to view the current status of your shipment.

You can track the 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. 

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 us via telephone, e-mail or live chat. Our IQOS suppor team will immediately organize the replacement for you in warranty or guarantee cases.

Yes, your order will be shipped free of charge through Post or DPD and only within Austria. Delivery to a packing station is, unfortunately, not possible.