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FAQ's

IQOS Try Before You Buy

What is the IQOS Try Before You Buy programme?
The 14 Day Home Trial is your opportunity to try out our technology in the comfort of your own home. You have 2 full weeks to make your decision, with expert guidance including virtual coaching, online tutorials and support material. It ultimately gives you the confidence to choose - you can try IQOS and ask for advice before making an informed decision at the end of the trial.
How does the IQOS Try Before You Buy programme work?
  • Simply visit this website: https://uk.iqos.com/try-iqos
  • Choose your device; an IQOS 3 DUO or an IQOS 2.4 Plus (different colour options available)
  • Enter your personal information (you can enter a referral code)
  • We will verify your age, in order to do this we will need your home address and date of birth
  • Enter your payment details (you will be charged an up-front cost of £10, which is non-refundable)
  • Receive your device within 1-2 working days at your chosen shipping address
  • Once your 14 days are up, you can buy your device and keep it; or return it for free. Easy!
What is the IQOS referral code?
If your friend is a current registered IQOS user and has shared their referral code with you then you can simply insert it on the The Try Before You Buy programme page. If you choose to keep the device at the end of the trial you will get £20 off your trial kit and the code owner will get a £20 Amazon voucher.

You can find your own referral code to share with others on your IQOS account under the ’Refer’ section at the top of the webpage when logged in to your account.

When should I expect to receive my IQOS device?
We will send your 14 Day Try Before You Buy Trial kit to you within 1-2 working days.
After I complete my order, what's next?
Your personal IQOS expert will be in touch with you to help set up your account, answer any queries you may have and share tips and tricks about the device. Our IQOS experts are available Monday – Friday, 9:00-19:00.

*Excluding Bank Holidays.

. You can contact our Customer Care team here if your IQOS expert is not available. ​
What if I want to keep my IQOS device at the end of the 14 days?
If you want to keep your device that’s great news! We will automatically take the payment for the cost of the device chosen (£44 for IQOS 2.4 Plus and £74 for IQOS 3 DUO) from your account. You will receive a notification with the date in which the payment will be taken, it is typically 17 days from the date of your order.
How do I return the IQOS device if it's not for me? (Online Purchases)

If purchased through IQOS.com

If you decide IQOS isn’t right for you, that’s completely fine! To return your device, simply follow the instructions below:

1.Inform your IQOS Expert of your decision to return IQOS. You can do this by SMS or emailing tryiqos.uk@pmi.com

2.Complete the returns section of the delivery note.

3.Package the returning IQOS in a sealed delivery bag or suitable box with the completed delivery note.

4.Attach the pre-paid Collect+ / Royal Mail Returns postage label provided or create a new returns label here:

5.Return to your nearest Collect + or Royal Mail click and drop point. Find your nearest drop point here:

6.Please keep your receipt as proof of postage.

7.Track your delivery:

All products should be received in their original packaging with included accessories within 14 days after your trial has ended.

HEETS provided with the trial kit are non refundable and should NOT be returned.

Please allow up to 10 working days after we receive your return for the refund to be processed.

  • If you are unsure or require any assistance please contact your IQOS Expert who can talk you through the process. Alternatively, you can contact us on 0800 432 0000 or email us at tryiqos.uk@pmi.com.
How do I return IQOS if it's not for me? (Non Online Purchases)

If you decide IQOS isn’t right for you, that’s completely fine! You can return your device to one of our IQOS stores or via post.

Return to store:

1.Inform your IQOS Expert of your decision to return IQOS. You can do this by SMS or emailing tryiqos.uk@pmi.com

2.Take your IQOS device back to store. Find your nearest IQOS store here: http://bit.ly/37VpiXa

By Post:

1.Inform your IQOS Expert of your decision to return IQOS. You can do this by SMS or emailing tryiqos.uk@pmi.com

2.Package the returning IQOS in a sealed delivery bag or suitable box.

3.Write your order number on the pre paid DPD returns label provided.

4.Attach the pre-paid DPD return label to your parcel.

5.Return to your nearest DPD pickup shop. Find your nearest pickup shop here:

- www.dpd.co.uk/pickuplocator

6.Please keep your receipt as proof of postage and make a note of your parcel number. The parcel number can be located on your DPD pre paid return label.

7.Track your delivery at: https://www.dpd.co.uk/service/

All products should be received in their original packaging with included accessories within 10 days after your trial has ended.

HEETS provided with the trial kit are non refundable and should NOT be returned.

Please allow up to 10 working days after we receive your return for the refund to be processed.

  • If you are unsure or require any assistance please contact your IQOS Expert who can talk you through the process. Alternatively, you can contact us on 0800 432 0000 or email us at tryiqos.uk@pmi.com.
How quickly do I need to return the device?
The device must be returned no later than 30 days from when the order was placed. If we receive it later than this you are not entitled to a refund.

If we receive your device within 14 days of when the order was placed we will cancel your subscription and the cost of the device will not leave your account.

If we receive your device 15 – 30 days after the order was placed the cost of the device will be refunded within 7 - 10 days.

My IQOS device is not working as expected.
We are sorry that your device does not appear to be working. We have some quick steps here to help you try and get back on track with using your device. Please contact us or pop into store if you are still unsure or need further support. We will also extend your 14 day trial if needed.
What to expect at the end of your trial

What to expect at the end of your trial

Your IQOS Expert will contact you on the last day of your trial (day 14) and ask you to choose from the following options:

Keep

If you would like to keep IQOS that’s great! You don’t need to do anything. Your account will be charged for the cost of your IQOS device 3 days after your trial has ended. This typically falls on the 17th day after your trial order was placed.

Extend

Need more time? Not a problem. Simply let your IQOS expert know and we’ll happily extend your trial*.

Return

If IQOS is not right for you, that’s absolutely fine! Simply inform your IQOS expert and post the device back to us using the prepaid returns label provided. Please ensure we receive your device within 10 days after your trial has finished.

Unsure? Contact us.

Our dedicated UK based Customer Care team is here 7 days a week for you.
Monday to Friday 8am to 10pm
Saturday and Sunday 10am to 6pm

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