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Delivery Information

Next Day Delivery

  • Free next day delivery on orders worth £30.00 or more
  • Place your order before 18:30 to get it the next day*
  • For orders under £30.00, a delivery charge of £3.95 applies*
  • No shipping charges on IQOS MESH device only

*Exclusions include:

  • Public Holidays
  • Circumstances outside our control (such as weather conditions)
  • Two day delivery areas

Two Day Delivery Areas

A two day delivery service is provided to the following areas, excluding weekends.

  • Northern Ireland
  • Isle of Man
  • Scottish Highlands and Islands
  • Channel Islands

Returns Information

  • You may return unopened and unused items sold and fulfilled by IQOS.co.uk within 14 days of delivery for a full refund.
  • All returns are inspected upon receipt, and appropriate refunds will be processed within 10 working days.
  • Please complete the return section of the delivery note and include it in your parcel to ensure your exchange or refund can be processed.
  • Please attach the battery warning sticker included with your original package to the parcel you are returning by post.
  • IQOS and IQOS Mesh devices are covered by a 12 month warranty.
  • See our terms and conditions for further information on our returns or contact IQOS Customer Care.

How to Return

In store

  • Simply bring your Device to an official UK IQOS store (www.iqos.co.uk/stores) with your delivery note and original payment card.
  • A refund will be processed back to your card immediately, please allow 7 working days for your bank to transfer the funds.
  • HEETS and VEEV cannot be refunded.

By post

For ease you can use one of the 11,500 Royal Mail post office locations across the UK.

1. Complete the return sections of your delivery note
2. Insert the delivery note in with your parcel
3. Attach the pre-paid Royal Mail Returns postage label provided
4. Please attach the battery warning sticker included on your original package to the parcel you are returning by post
5. Please obtain a receipt as proof of postage
6. Once receipted your package will be inspected and a full or part refund will be issued
7. HEETS and VEEV must be unopened and unused and returned within 14 days to be eligible for a refund

Collect+

For ease you can use one of the 7000 Collect+ points across the UK.

1. Complete the returns section of the delivery note
2. Include it in your parcel
3. Attach the pre-paid Collect+ Returns postage label provided
4. Please attach the battery warning sticker included on your original package to the parcel you are returning by Collect+
5. You can find your nearest drop point by visiting the Collect+ website or text “Collect”, and your postcode, to 84555 (e.g. Collect NN8 2DH). Texts from 84555 are free to receive. Texts to this service will be charged at your standard network rate
6. Keep your receipt as proof of postage and track your return at www.collectplus.co.uk/track
7. HEETS and VEEV must be unopened and unused and returned within 14 days to be eligible for a refund


All returns are inspected upon receipt, and appropriate refunds will be processed to your card immediately. Refunds may take up to 10 working days to appear on your account depending on your payment type.

If you do not complete the necessary returns information, or provide the original delivery note with your return, it may not be possible to complete your exchange or refund. Please ensure all fields are completed as required before sending.

If you are unsure or require any assistance please contact IQOS Customer Care who can talk you through the process and send you a returns package if required. Find how to contact us here www.iqos.co.uk/contact-us.


Still unsure about your IQOS device after 30 days? Check out our 30 day money back guarantee in our terms and conditions.


Please see our terms and conditions for further information on our returns policies.

THESE PRODUCTS ARE NOT RISK-FREE AND ARE ADDICTIVE. FOR ADULT USE ONLY.
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