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Our most popular FAQs

FAQ's

Order enquiries

You can buy IQOS and IQOS MESH through our online shop or at one of our official IQOS Stores in London. We provide a complimentary next-day nationwide delivery for orders placed before 6.30pm over £30.00.

For orders to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, and Northern Ireland, we offer a 2-day delivery service.
Andorra, Armenia, Bulgaria, Canary Islands, Canada, Colombia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Italy, Israel, Japan, Kazakhstan, Korea, La Réunion, Latvia, Lithuania, Moldova, Monaco, the Netherlands, New Zealand, Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Switzerland, Ukraine, the United Kingdom, and in some Duty Free shops.
We offer complimentary next-day delivery on orders worth £30.00 or more. For orders under £30.00, a delivery charge of £3.95 applies. Place your order with IQOS Care before 6.30pm.

Exclusions include:

- Bank Holidays
- Circumstances outside our control (example: weather conditions)
- Some delivery restrictions apply
We offer complimentary next-day delivery on orders worth £30.00 or more, placed before 6.30pm. For orders under £30.00, a delivery charge of £3.95 applies.
IQOS UK delivers throughout the UK. We provide complimentary next-day nationwide delivery for orders placed before 6.30pm over £30.00. For orders to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, and Northern Ireland, we offer a 2-day delivery service. Check here to see if your address is in our 2-day delivery area.
Except for the Try Before you Buy service you are able to place an order over the phone by calling Customer Care. You will need to register and verify that you are aged 18 or over before we can sell our products to you.

If you wish to participate in Try Before you Buy we are unable to take payment over the phone. Please complete your transaction online choosing from the available payment methods here.

IQOS UK is working in partnership with DPD, one of the UK’s leading Time-Critical carriers. By supplying your e-mail address, and mobile phone number, at registration DPD will be able to keep you updated on the progress of your parcel.

1) When your order is placed on IQOS.co.uk you will receive an order confirmation via e-mail, to let you know that your order has been received.

2) When your order has been packed and despatched DPD will contact you via e-mail or SMS informing you of your planned delivery, and will provide you with options to track and manage your delivery.

3) On the morning of your delivery DPD will contact you via e-mail or SMS to inform you of the specified 1 Hour timeslot in which your parcel will arrive, the name of the driver who will be fulfilling the delivery, and provide you with options to manage your delivery if you’re not going to be in to receive the parcel.

There are several options available to you if you are not going to be in when your delivery is scheduled to arrive:

• Select an alternative delivery date

• Opt for delivery to a nominated neighbour

• Collect the parcel from your local DPD Pickup Shop

• Upgrade delivery to before 10:30, before 12, afternoon or a Saturday or Sunday To get even more information on your delivery you can download the DPD App.

If you’re not sure about anything regarding your delivery, or if you’ve not received any communication from IQOS UK, or DPD, following completion of your order, please contact IQOS Care.
No, however there must be someone who is over 18 to sign for the order on your behalf at your chosen delivery address.
If you would like to amend or cancel your order please contact IQOS Care.

Once an order has been picked it is not possible to amend or cancel, and it will be necessary for you to return the items for a refund or replacement.
Yes, if you’ve not yet completed your order the delivery address can be selected during the checkout process. Please be aware there must be someone over 18 to sign for the order.

If your order is on its way it is still possible for you to change the delivery address, within reason, by clicking on the ”manage your delivery” link in the e-mail or SMS you received from DPD.

There are several options available to you if you are not going to be in when your delivery is scheduled to arrive:

• Select an alternative delivery date

• Opt for delivery to a nominated neighbour

• Collect the parcel from your local DPD Pickup Shop

• Upgrade delivery to before 10:30, before 12, afternoon or a Saturday or Sunday To get even more information on your delivery you can download the DPD App.

If you have not received any communication from IQOS UK, or DPD, following completion of your order, please contact IQOS Care to manage your delivery.
We accept the following payment methods in store, Online and over the phone: Visa, Visa Debit, MasterCard and Maestro. We also accept cash payments in store.
You can order through our online shop, through our IQOS Store or by calling IQOS Care (if you are registered with us).
To obtain a copy of your invoice, please contact IQOS Care who will be happy to email a copy over to you.
Your card will get charged once the order has been despatched from our warehouse.

Pre-authorisation puts a temporary hold on your funds until the payment is processed to ensure it goes through.
We are unable to complete orders to PO Boxes because of the requirement of an individual aged over 18 to sign for the package upon delivery.
For next day deliveries you may be able to make limited changes to your delivery options by replying to our courier DPD, who send automated e-mail or SMS messages. You can also alter your delivery by entering your tracking reference in DPD’s website.

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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Smoke-free products are not risk-free. They contain nicotine, which is addictive. Smoke-free products are intended for adult use only. For more risk information, click here.

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This website is intended only for users of nicotine or tobacco products who are over 18.

This website is restricted to adults in the United Kingdom who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk-free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page for further risk information.