IQOS Shipping & Returns

Shipments are delivered by DHL courier company to the address provided in the order. When delivering a parcel, a courier will verify your age and identity.

The delivery takes around 1 - 2 working days. If we receive your order before 4:00 pm, we will send it on the same day. 95% of consumers receive their order on the next working day.

In the shipment confirmation email you received, you will find a Track & Trace number that will allow you to know exactly where your parcel is. In case of questions concerning your order, please contact our IQOS contact center.

You can find the order number in the "ORDER HISTORY" section, after logging in to your user account at www.iqos.com. You can also find the order number in the order confirmation we have sent to your email address.

The order shipping address is provided to delivery company once the order is placed, so the whole shipping process could start being planned. That’s why it is important to provide the correct and accurate shipping address.

However, when you realize that you have to change the shipping address, but your order is placed already, feel free to contact us. We will do our best to ensure successful delivery of your order.

The box contains a holder and a portable charger. These are the two devices you will be using the most. The next items are the instruction manual and the warranty sheet. At the bottom, you will find a power cord with a plug, a cleaner and a set of cleaning sticks.

Apart from the products you ordered, there should also be a sales note with the receipt attached, a withdrawal form and a return form.

The courier asks you to show your ID in order to verify the age and identity of the person collecting the package containing an IQOS device. IQOS is intended for adults only.

Payments can be made via an electronic payment system (with the use of a payment card or by electronic transfer) or to the courier when collecting the package (cash on delivery).

It is not possible to combine the different payment methods specified above.

If, for any reason, the goods you purchased in our online store should not meet your expectations, you can exercise the right to withdraw, and you have as many as 30 days to do so. You can find the details on the form included in your order. You can also download the form here. Include the return form in the package with the order to be returned.

Return of an order from an online store is free of charge and you can do it in one of the following ways:

1) DHL courier

In order to order pickup by courier, go to dhl24.com.pl/zwroty/ In the field “return package number”, enter the number that you can find on the return label added to your order and click “Return the package”. Next, fill in your data. Apply the return label on the package.

If you don’t have a return label, use a free return option via InPost Parcel Locker.

2) Return at DHL point (e.g. Żabka stores)

If you don't want to wait for a courier, you can take the package to a selected DHL point - the list of DHL point is available here. In order to report a return go to dhl24.com.pl/zwroty/ In the field “return package number”, enter the number that you can find on the return label added to your order and click “Return the package”. Next, fill in your data. Apply the return label on the package.

If you don’t have a return label, use a free return option via InPost Parcel Locker.

3) InPost Parcel Locker

In order to use this option go to szybkiezwroty.pl/ Select IQOS.com from the list of stores and follow the steps described by InPost. Do not apply return label – it serves only for returns handled via DHL company.

You can return the products you purchased and send them back to us within 30 days from the date of delivery of your order, without giving a reason.

No, orders placed with the online store can only be returned via the online store in line with the terms specified in the return form attached to your package.

Pack the product in such a way so that it is protected from any potential damage. The product must be returned complete, including all elements in original packaging. Along with the product being returned, please include the return form which was added to your order (you can also download it here).

You can return the products you purchased within 30 days from the date of purchase from the IQOS Representative, without giving any reasons.

If, for any reason, the goods you purchased from IQOS Representative should not meet your expectations, you can exercise the right to withdraw, and you have as many as 30 days to do so.

Detailed information on how to return the goods can be found in the e-mail sent to you after the purchase. Please send your withdrawal form to: [email protected]

If you wish to cancel an order placed with our online store, please contact us. Our dedicated contact center is here for you:

Phone: 801 801 501 or (+48 22) 455 14 04 (The cost of the call is compatible with your operator's rate).

Email: [email protected]

Working hours: 7 days from 8 a.m. till 10 p.m., except for public holidays.

Visit us on our Twitter and Facebook page, where you can ask questions about IQOS and find support if needed

No, orders placed with the online store can only be returned via the online store in line with the terms specified in the return form attached to your package.

If, for any reason, the goods you purchased in store should not meet your expectations, you can exercise the right to withdraw, and you have as many as 30 days to do so. You can find the details in the e-mail received after you made the purchase. Please send the withdrawal form to this address: [email protected]