We’d like to make returning an item as hassle free as possible for you, and have provided multiple options to suit you. All you need to do is find your delivery note, choose from one of the three options below, and follow the instructions highlighted.
IN STORE
1. If you do not already have a copy of your invoice, contact IQOS Care UK (0800 432 0000) to obtain a copy, as proof of purchase.
2. Take your item to any UK IQOS store. For the most up to date list of store locations, please visit
our store locator.
3. Present your invoice note to the In Store team.
4. Provide the payment card you used to complete your online transaction.
5. A Refund will be processed to your card immediately.
If you do not have your invoice when returning In Store, the team will be unable to verify your purchase and provide you with a refund.
BY POST
Contact
IQOS Care to begin the process, and organise your return.
1. Complete the returns sections of the delivery note provided with your order
2. Enclose the completed delivery note within your parcel, and attach the pre-paid Royal Mail Returns postage label provided.
3. Ensure any original delivery labels are completely covered.
4. Please obtain a receipt as proof of postage.
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.
COLLECT+
Contact
IQOS Care to begin the process, and organise your return.
1. Complete the returns section of the delivery note provided with your order.
2. Enclose the completed delivery note within your parcel, and attach the pre-paid Collect+ Returns postage label provided.
3. Ensure any original delivery labels are completely covered.
4. Find your nearest drop point by visiting
the Collect+ website or text “Collect”, and your postcode, to 84555 (eg. Collect NN8 2DH). Texts from 84555 are free to receive. Texts to this service will be charged at your standard network rate.
5. Take your parcel to any local store offering the Collect+ drop off service, or await your agreed collection.
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.
Remember to keep your receipt, and the code, to track your return using
the Collect+ website. Returns via this method take between 3 & 5 days to be delivered to the Returns Sortation Centre.
If there are any problems, and you’re unsure what to do, please call
IQOS Care who can create a new order and organise a return.
Please see our
terms and conditions for further information on our returns policies.