IQOS order and payment problems

• Order not processed: Check your emails and look for the IQOS order confirmation. If you have not received one, check your spam folder and log in with your IQOS online profile to check whether your payment has been successfully processed.  
   
• Incorrect order details: If you have checked your email order confirmation and found that the order contains an incorrect price, incorrect products or incorrect quantities, you must contact IQOS Customer Service to correct the order before we ship it.
   
• Payment has been rejected: If something went wrong when processing your payment, your order will not be confirmed. Make sure you have sufficient funds and check your payment details for typing errors. You can also try using a different payment method or contact your bank to resolve the problem. 
   

IQOS problems with delivery and returns

• Delayed delivery: The large number of orders during busy sales periods has an impact on our delivery partners. Logistical delays can occur simply due to the sheer volume. Therefore, please bear with us while we endeavor to deliver your package to you. We hope that the savings you will benefit from with selected offers will outweigh any inconvenience.
   
• Lost package: If the delivery deadline specified in the order confirmation email has passed and your package has not yet arrived, contact IQOS Customer Service. 
   
• Damaged items on delivery: If your IQOS device or other products have arrived damaged or are incorrect, take photos clearly showing the damaged parts. Read our FAQ if your IQOS order is damaged or incorrect.
   
• Incorrect delivery: Log in to your online profile to check that the fault is not yours and report the return to our IQOS customer service. Please note that it may take a few days for your refund to be credited to your bank account after we have received the incorrect items.

• Expired or invalid code: If your IQOS promotional code is no longer valid, you can no longer use it and must search for a new promotional code instead. We recommend that you check the expiry date and other conditions of use.
   
• The code was entered incorrectly: Try to take great care when entering the code to avoid typos, extra spaces and incorrect characters. Note that IQOS voucher codes are case-sensitive, so you should pay attention when entering them.
   
• Minimum order value: The use of a promotional code is often linked to the condition that you reach a certain minimum order value. Check the terms and conditions of the promotion to find out the minimum amount you need to spend and if your total is not enough, simply add more items to your basket.
   
• Product exclusions: It's possible that the IQOS voucher code you want to use only applies to certain product categories, or that it can't be used on reduced items. Again, you should read the small print to see if the promotional code is applicable to the IQOS products in your shopping cart.
   
• Technical problem: Due to the occasional high volume of online shoppers and the resulting strain on our digital infrastructure, technical problems may prevent our system from recognizing and applying your promotional code. For assistance, please contact IQOS customer service. 

Once you have completed your order, you will receive email confirmation that your order have been successfully made.

In the same email communication, you will receive the copy of your invoice, which will be attached as PDF document.

Please let us now in case you did not receive your invoice.
 

If you would like to purchase your IQOS device in part payments, select Klarna as the option for payment. With this service, you have the option to pay the total invoice amount in part payments. In addition, you can choose a payment plan that suits you best.
 

If your order is ready and you have added your payment details, but the payment does not go through, then there might be an issue with your credit card or with the website.

Please follow these 2 steps:

1. Enter again the details of your card or try to add a new one
2. If the issue is not resolved, please select another payment option
 

Once your order is ready and you have chosen the payment method, your card will be charged automatically right after you successfully proceed with your payment details.

Thus, you will receive an email confirmation that your order has been successfully made.
 

You can only change the payment method if you have not completed your order.

Once your order is ready and you want to proceed with the payment, select "Order Now".

Then you will enter your details and the shipping address.
Finally, you will choose the payment method you want to use.

In case you have already select a payment method and then completed your order, you will only be able to change the payment method in your user account for future orders.
 

Once your order is ready and you want to proceed with the payment, select "Order Now". After entering your details and the shipping address, choose the payment method you want to use.

You can pay using one of the following options:

•    Credit card from providers Mastercard, Visa, American Express or Diners Club
•    Immediate bank transfer (via eps or Sofortüberweisung)
•    PayPal
•    Purchase on account (via service provider Klarna)
•    Payment by installments (via service provider Klarna)

 

If you have a discount code or IQOS voucher, enter the code on the shopping cart page in the section "Do you have a Promo code?” and click OK.  

Information on IQOS Vouchers  

•    You will need to register/login on iqos.com to redeem the coupon codes.
•    IQOS Device Coupons/vouchers cannot be combined.
•    You can only use one IQOS voucher / coupon at a time.
•    Vouchers / coupons need to be redeemed within a limited period of time.  
•    The period of validity of a coupon / voucher cannot be extended.

If you are having problems with your vouchers or need additional information on IQOS offers and discounts, check out the FAQs on how to redeem a voucher.

 

Are you interested in buying IQOS products?

To proceed with the payment on iqos.com, you must be a registered user. Check out the FAQs on how you can register as an IQOS user.

If you already have an IQOS account, it will be sufficient to click on "Login", then enter the email address and password defined at the time of registration.

Step by step the payment process:

1.    Select your most preferred IQOS device from the IQOS online shop.  

2.    After choosing the product and the quantity you want in the cart, you can proceed with the payment.

3.    Use your IQOS voucher in case you have one or a voucher code.

4.    Complete the payment by entering your payment details and your shipping address.

IQOS devices can be purchased from IQOS.com, the IQOS Boutique and IQOS Partner Stores. 

Feel free to visit our store locator page on our website, where you can find your closest IQOS Partner store. 
 

Please note that a voucher code can only be used one time and needs to be redeemed within a limited period of time. The period of validity cannot be extended.  

If you are experiencing problems with your coupon code, then please contact our IQOS LiveChat.

Unfortunately, it is not possible to combine multiple coupons.

You can redeem your coupon in the IQOS Online Shop. In order to enter your coupon code in the shopping basket, you need to be logged in to your IQOS user profile. As soon as you have placed a product in the shopping basket, you can then enter the coupon code using the “enter coupon code” field and confirm with “OK”. The purchase sum will automatically be reduced by the coupon’s value. Use "continue to checkout" to proceed to payment. 
 
Please note that coupons cannot be combined. To perform the final purchase and redeem your coupon code, you need to register and login on IQOS.com. 
 

You’d like to delete an IQOS Coupon that has already been entered? Then click on the "remove" in the overview before performing payment. IQOS coupons usually have a limited period of validity and can only be redeemed for one product in the shopping basket. 
 
In case you want to remove an IQOS Friends Code, you first need to delete the entire shopping basket.  
 
If you have questions, please contact our IQOS LiveChat.

Yes. You can also redeem an additional code (such as an IQOS Friends Code) in the shopping basket during a special promotion period.

IQOS is available in the following countries:

• EUROPA: AUSTRIA, BULGARIA, CANARY ISLANDS, CROATIA, CYPRUS, CZECH REPUBLIC, DENMARK, ESTONIA, FRANCE, GERMANY, GREECE, HUNGARY, ITALY, LATVIA, LITHUANIA, MONACO, the NETHERLANDS, POLAND, PORTUGAL, ROMANIA, SLOVAK REPUBLIC, SLOVENIA, SPAIN, SWEDEN, SWITZERLAND, the UK. 

• EASTERN EUROPE: ALBANIA, ARMENIA, BOSNIA & HERZEGOVINA, GEORGIA, KAZAKHSTAN, KYRGYZSTAN, MACEDONIA, MOLDOVA, MONTENEGRO, RUSSIA, SERBIA, UKRAINE, UZBEKISTAN.  

• MIDDLE EAST, AFRICA: BAHRAIN, EGYPT, JORDAN, KUWAIT, LEBANON, MOROCCO, PALESTINE, REUNION, SAUDI ARABIA, SOUTH AFRICA, T. CYPRUS, TUNISIA, UAE, INDONESIA. 

• ASIA: JAPAN, KOREA, MALAYSIA, MALEDIVES, NEW ZEALAND, PHILIPPINES.  

• AMERICA: ARUBA, CANADA, COLOMBIA, COSTA RICA, CURACAO, DOMINICAN REP, GUATEMALA, MEXICO.

and in some Duty Free shops.