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Our most popular FAQs

FAQ's

Replacements & Returns

Sometimes accidents happen. Replacements are possible, subject to proof of purchase within first twelve months. Please contact IQOS Customer Care on 0800 432 0000 or Live Chat, and a Customer Care agent will be happy to support you fully with any issue, 7 days a week.
We have introduced IQOS Customer Care Services for our registered customers to give you any assistance you may need. IQOS Customer Care Services are a set of complimentary services tailored around you including 12-month warranty for easy Device Replacement, Accidental Damage Coverage, International Assistance and IQOS Customer Care expert advice. All you need to do is register on IQOS.com.
The IQOS battery cannot be replaced. Should you experience any battery issues please contact Customer Care who will help troubleshoot your issue and issue a device replacement if required. You can also try charging your Pocket charger for 20 minutes using the official IQOS cable and adaptor.
The IQOS warranty lasts for 12 months and covers your device against accidental damage and International Assistance. You will also benefit from quick and easy device replacement. Please contact IQOS Customer Care for more details and to check if you are in warranty.

Please see our terms and conditions for more information.
We’d like to make returning an item as easy 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.
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.
If your order was damaged on delivery please contact IQOS Care who can take you through the return steps and arrange a simple replacement order.
Please allow up to 10 days for us to process your return and for your bank to clear funds. If you have any queries please contact IQOS Care.
The crossed-out wheelie bin symbol is marked on products that should not be disposed of in the normal waste system, but should be taken to an appropriate local council facility to enable their safe recovery and recycling.

Please see our terms and conditions for more information.
Yes, all IQOS devices returned to IQOS UK will be recycled in accordance with Waste Electrical and Electronic Equipment (WEEE) regulations.

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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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.