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This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Italy 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 of this website for further risk information.

Order and Delivery - FAQs

In order to place an order on iqos.com, you must be a registered user.
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.
In order to place an order on iqos.com, 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 promos, dedicated initiatives, and more.
If you already have an IQOS account, instead, it will be sufficient to click on "Login", 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.
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 30 days from the delivery date.
For all orders done on iqos.com the shipping is free if the shopping cart reaches the minimum order value for free shippig of 29€, below this amount the shipping costs 5€. Express Delivery service has a cost of 5€, for further information on the service go to the dedicated FAQ.
The Express Delivery service allows you to receive your device in 3 hours from receiving the SMS of acceptance and delivery of your order, at a cost of 5€. The service is active on a selection of caps on Rome, Milan, Naples, Bari and Catania. To know if your area is covered, check directly in the product pages. Express delivery is only available for the purchase of IQOS ILUMA and IQOS ILUMA PRIME models, and only if you use Klarna, Credit/Debit Card or Paypal as payment method. You can receive the product in 3 hours only if the order will be made between 9.00-17.30, from Monday to Friday. For orders placed outside this time, the order will be delivered in the first available time slot. If you return a product purchased with Express Delivery, the refunded amount will also include the cost of the Express Delivery service.
The minimum order value is 29€ and the value of it is to be calculated on the initial price of the product, without adding any promotions applicable to/to the product/s inserted/s in the cart. Example: If your device is on promotion at 20€, while the regular price is 30€, shipping costs will be free as the initial price of 30€ is higher than the minimum threshold valid for free shipping.
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 3-5 working days.
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
If the item that delivered to you is incomplete or damaged, please return the device.  
This is how it works: Simply log into your IQOS customer account and request the return.
You will receive an email as soon as the return slip is ready for you to download.
You then have 14 days to 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.
If the item that delivered to you is incomplete or damaged, please return the device.  
This is how it works: Simply log into your IQOS customer account and request the return. You will receive an email as soon as the return slip is ready for you to download.
You then have 14 days to 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.
You cannot change your Home address, if you have already completed your order. 
All orders received before 14:30 on weekdays and with regular order flows will be processed within the current day. We cannot provide specific timing for individual orders, please note that the order processing does not indicate that the order has been shipped.
It’s not possible to make a return of an order made on iqos.com to an IQOS store.
Once you have logged in to your IQOS account and completed your order, you will receive the shipping confirmation.
This confirmation informs you that the order has been sent to the courier for delivery.
To deliver IQOS products, we cooperate with Poste Italiane SpA.
The precise delivery date depends on the zip code to which the package will be sent. You can independently monitor the status of the delivery through the link that you will receive with the email confirming the shipment or login to your personal area and clicking on the order.
Yes, it is possible, but you will have to tell us in advance who will collect your order and will have to verify the age with the courier.
Prima di completare l'ordine IQOS, ti Before completing the IQOS order, you will be asked to enter a shipping address to send the package to.
IQOS products can only be delivered to the recipient who made the age verification. For this reason it is unfortunately not possible to send the IQOS order to a collection point.
This product is not risk free and provides nicotine, which is addictive. Only for use by adults who would otherwise continue to smoke or use other nicotine products.