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this website is intended only for users of nicotine or tobacco products who are over 18.

We Care

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.

Return and Refund - FAQs

The products purchased on can be free returned within 30 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 (every day from 07.00 to 22.00) or via e-mail, Facebook or livechat 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.
You will be entitled to a refund of the total value of the returned items, including any cash on delivery charges. Delivery costs 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.
The repayment payment is processed in about two weeks. The refund will not be made until the return has arrived at our warehouses.
In case of return, refunds will be made in accordance with the general conditions of sale published on the site.
No, you cannot return an item purchased online on in an IQOS store.
We are very sorry, but without proof of purchase, it is not possible to start the return/refund procedure.
We encourage you to search emails or communications from us that confirm the purchase of your IQOS device. Only by submitting a proof of purchase, you can return the defective IQOS device and receive a possible refund.
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.