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FAQ's

Replacements & Returns

Can I get a replacement IQOS device if I have an issue or accident?
Sometimes accidents happen. Replacements are possible, subject to proof of purchase within first twelve months.
What happens if I need any assistance while using IQOS?
We have introduced IQOS Care Services for our registered customers to give them any assistance they may need. IQOS Care Services are a set of complimentary services tailored around you. To benefit, you simply need to register. Services include IQOS Care Expert, Hassle-Free Replacement, Accidental Damage Coverage, International Assistance.
Can I replace my IQOS device battery?
The IQOS battery cannot be replaced. If you think that there is an issue with your battery try charging your Pocket charger for 20 minutes using the official IQOS cable and adaptor. If your device still does not appear to be charging, please contact Customer Care.
What is the IQOS warranty?
The IQOS warranty lasts for 12 months/7300 cycles (whichever comes first) for an IQOS 2.4 or IQOS 2.4+ or 12 months/14,600 cycles (whichever comes first) for an IQOS 3, IQOS DUO or IQOS Multi. A cycle represents each charge of the holder or charger. You can check how many cycles your device has been through in the IQOS Store.

The IQOS MESH warranty lasts for 12 Months.

Please see our terms and conditions for more information.
How do I return my order?
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.
My order was incorrect, what now?
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 432 000) 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.
My order was damaged during delivery, what now?
If your order was damaged on delivery please contact IQOS Care who can take you through the return steps and arrange a replacement order.
How long does the refund take?
Please allow 7 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.
How can I recycle my device?
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.
Will IQOS UK recycle my device?
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

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