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Our most popular FAQs



Are IQOS stores open?
Our stores are now open – no guided trials will be completed during this time. Device diagnostics and replacements have resumed as normal.

Our Online store is currently operating as normal. As always, our dedicated Care Team is here to support you in these challenging times.
Can I place an order online? Will my parcel be delivered?
Our products are still available to buy on our website with complimentary next day delivery on all orders. Deliveries are made by DPD Group in line with current best practice during the Covid-19 outbreak. There will be a minimum contact service, so the driver will not ask you to sign for the delivery, but you will still need to show your ID.
Are delivery times affected?
Deliveries are running as normal, but in case your order is not delivered yet, please use your tracking number to check the delivery status or contact our IQOS Care team.
Is it possible to return my device?
We offer our customers a 30-day money-back guarantee; our commitment to reimburse you the full value of your device within 30 days of purchase. Please see our T&Cs for our full return policy. Our Care team is available to answer any questions.
What do I do if I am on the IQOS trial and want to return my device but am currently in isolation?
If you decide that IQOS is not right for you and are having issues returning your device, please contact your IQOS Expert so that they can guide you through this process.
Is it safe to receive a package?
The risk of catching the virus that causes COVID-19 from a package is low. For the latest government information on Covid-19 check here. Our delivery partner, DPD Group is closely monitoring the Coronavirus (Covid-19) situation and follows the advice issued by the World Health Organisation and national authorities. They are taking a number of precautionary steps to protect customers. Find out more here.
Is it possible to reduce contact with the driver when they deliver my order?
Our delivery partner DPD Group has informed their drivers to always maintain a safe distance at all times. This means a minimum contact, (ie. the driver will not ask customers to sign for their delivery, but you will still need to show your ID).
Are HEETS available?
HEETS are available on our Online store with complimentary next day delivery and also at thousands of stockists around the UK, including Sainsbury's, Waitrose, Morrison's.
What is the best way to clean/sanitise my IQOS?
Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62-71% ethanol. Never use water or soap solutions or immerse your device in any liquid to clean it.

You can continue by thoroughly cleaning your holder and cap as part of your daily routine. Clean the holder with the IQOS Cleaning tool and the area around the blade and the cap with the dedicated IQOS cleaning sticks. Dispose of the used sticks and the wipes in the bin.

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
Our Online support pages are available 24/7. You can find them here.

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