IQOS and COVID-19 - FAQs

Our stores are open and operating normal working hours. Please note that there may be extra safety precautions (such as masks and hand sanitisers) in store to protect our customers and staff.
Our products are still available to buy on our website with free 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.
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 Customer Care Team.
We want you to have peace of mind when purchasing from us. That’s why we offer our customers a 30-day money-back guarantee on IQOS devices. Please see our T&Cs for our full returns policy . Our Customer Care Team is available to answer any questions.
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.
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.
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)
HEETS are available on our online store with free next day delivery and also at thousands of stockists around the UK, including Sainsbury's, Waitrose, Morrison’s, Asda and can be purchased on your essential shopping trips.
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.
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.

Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.


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.