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FAQ

SHOP ONLINE - ECOMMERCE

Do I need to be registered in order to order?

In order to place an order on IQOS.it, you must be a registered user. You can register directly on our website, in the "Sign in / Register" section, by selecting "Register". At the end of the registration, you will receive an email with a link to activate your profile within 24 hours. Once this operation is completed, you can start your purchases and take advantage of many other advantages, such as a dedicated assistance service, special initiatives, ideas and advice on how to best use your IQOS.
If you already have an IQOS account, instead, it will be sufficient to click on "Enter", then enter the email address and password defined at the time of registration. Forgot your password? Click on "Forgot your password?" To receive an email that will allow you to create a new one.

HOW TO ORDER
Can I change or cancel my order?

You cannot add or remove items if you have already completed your order. If you have forgotten to buy any product, you can make an additional purchase on IQOS.com.
Furthermore, remember that the products purchased on our site can be returned within 14 days from the delivery date.

HOW TO ORDER
Proceed with the order

After choosing the product, select the quantity you want and then «Add to cart». A message will appear to let you know that the product you selected has been added to your cart. By selecting "Continue shopping", you can continue with your purchases, while selecting "Proceed to order", you can proceed with the payment. If you mistakenly entered a product into your cart, select "Delete" under the single product. If you have incorrectly entered the quantities, use the arrows next to the product to modify them, then select «Recalculate»: in this way your cart will be updated automatically.
If you have a discount code, you can enter it on the shopping cart page in the section "Enter the promo code and click OK", followed by the "OK" button: a message will appear to inform you of the correct entry. To proceed with the payment, select "Order Now". Enter your details and your shipping address and finally choose the payment method you want to use. At this point you will be directed to the final page with a summary of your data. To conclude the order click on «Buy».
Afterwards, you will receive two emails: the first communication will include the summary of the order and confirmation of payment; the second communication will include the link to track and monitor your shipment. If not received, try checking in the Spam folder.

PAYMENT
How can I use a discount COUPON?

To use your discount coupon, after creating the cart, you must enter the code in the special section "Enter the promo code and click OK", followed by the "OK" button: a message will appear to inform you of the correct entry. Select "Order Now" to proceed with the payment.
It is not possible to enter the promo code at a later time, as well as use more than one promo code per order.
We remind you that in order to order on IQOS.it you must be a registered user. You can easily register on the site, in the "Sign in / Register" section, by selecting "Register".

PAYMENT
How can I pay my order on IQOS.com?

You can pay for your IQOS.it order, using one of the following payment methods: Credit / Debit Card, PayPal and Cash on Delivery.
The cash on delivery payment service has an additional cost of € 5. The exact amount of the order can be paid ONLY IN CASH upon delivery of the courier without the possibility of receiving the rest. In the event that you do not have the exact amount in cash, the courier will not be able to deliver the order, but will have to make another delivery attempt.

PAYMENT
May I request an invoice?

You can request an invoice, entering the tax code when ordering but NOT a VAT number. It is necessary to pay attention at this stage, since, by entering an incorrect tax code or VAT number, the order will not be processed regularly.

SHIPPING AND DELIVERY
Are there any costs for shipping?

Shipping is free for amounts over or equal to € 35. Instead, it costs € 5 for amounts less than € 35.

SHIPPING AND DELIVERY
What are the delivery times?

Once completed, your order will be processed for a maximum of two working days. Once the ordered product has been prepared, the shipping service will be activated. You will then receive an email containing a link to track and monitor your order. Upon receipt of the email, your order will be delivered in two working days, excluding islands.

SHIPPING AND DELIVERY
How can I monitor the delivery?

You will be able to independently monitor the delivery status via the link you will receive with the shipment confirmation email. You will also be able to verify the delivery attempts already made and any problems the courier may have in identifying your address. We remind you that couriers do not deliver by appointment and there is no telephone contact. Furthermore, on the day of delivery you will receive an SMS that will inform you of the courier's arrival within the day with a link to monitor your order. Make sure you have filled in the field with your phone number when registering and / or creating the order in one of the following formats: A) 00393x58xxx55; B) + 393x58xxx55; C) 3x58xxx55

SHIPPING AND DELIVERY
Can I change my address?

After completing the order, the shipping address cannot be changed.

RETURN
How can I return an item?

The products purchased on IQOS.com can be returned within 14 days from the delivery date: if your order contains more products, you can decide which products to return. This means that, if for any reason you are not satisfied with the products you have ordered, it will be sufficient to notify the toll-free number 800226042 (active 24 hours a day, 7 days a week) or via e-mail without giving any reasons.
You can choose the return method you prefer or make your products at a Poste Italiane office without incurring return costs. For this mode, our Customer Service will send you a form to be printed and a pre-stamped label to be delivered to the Post office.
If you paid cash on delivery, you will receive a refund on your current account. In this case, we will need the following data:
HOLDER OF THE ACCOUNT: name of the holder of the current account or of the holders;
IBAN: you can find the IBAN code in the bank statement or request it directly from your bank. For Italy it is composed of 27 characters;
BIC / SWIFT: the BIC / SWIFT is a code used in international payments to identify your bank. It can be made up of 8 or 11 alphanumeric characters.
We advise you to carefully check this information before contacting our Customer Service: if not correct, the refund may not be successful. We will only use your data to finalize the repayment transactions.

RETURN
What amount will I be reimbursed?

You will be entitled to a refund of the total value of the returned items, including any cash on delivery charges. Delivery costs incurred for orders less than € 35 (non-standard delivery) will not be refunded.
If you have used a discount coupon and will make the entire order, you will be credited with the amount actually paid at the time of the order. If you have used a discount coupon and want to make only part of what is included in your order, the refund value will be equal to the amount actually paid in proportion to the discount recognized on the order.

RETURN
What are the reimbursement times for returns?

The repayment payment is processed in about two weeks. The refund will not be made until the return has arrived at our warehouses.

In which countries can IQOS be found?

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