How are shipments delivered?
Shipments are delivered by DHL courier company to the address provided in the order. When delivering a parcel, a courier will verify your age and identity.
Can the order be delivered to a parcel collection point?
Currently, our store does not allow you to order delivery with collection from a collection point. Shipments are delivered by DHL courier to the address on your order.
How can I check my shipment tracking status?
In the shipment confirmation email you received, you will find a Track & Trace number that will allow you to know exactly where your parcel is.
Why does the courier require that I show my ID when collecting the package with my order?
The courier asks you to show your ID in order to verify the age and identity of the person collecting the package containing an IQOS device. IQOS is intended for adults only.
Can someone else sign the collection of my shipment?
The package must be picked up in person. The courier will ask for your ID to verify the age and identity of the person who is picking up the order.
I will not be home on the day of delivery. What should I do?
Don't worry, the courier will make a second delivery attempt.
However, if both attempts are unsuccessful, the package will be returned to us.
What should I do if my order is incomplete or damaged?
If the contents of the shipment do not match your order, contact us in the most convenient way for you.
The delivered product is not as ordered. What should I do?
Is there something wrong with the delivered order? CONTACT US in the most convenient way for you, so that we can help you find the best solution.
You can also return the product you received for free and place a new order. Details on how to return a product can be found on the return form included with your order and here.
My address has changed. Will I still receive an IQOS device?
Orders are delivered to the address provided during the ordering process. Verify the correctness of the address before proceeding to payment and change it, if it is incorrect.
What documents should be included in the package with my order?
Apart from the products you ordered, there should also be a sales note with the receipt attached, a withdrawal form and a return form.
How are shipments delivered?
Shipments are delivered by DHL courier company to the address provided in the order. When delivering a parcel, a courier will verify your age and identity.
Can the order be delivered to a parcel collection point?
Currently, our store does not allow you to order delivery with collection from a collection point. Shipments are delivered by DHL courier to the address on your order.
How can I check my shipment tracking status?
In the shipment confirmation email you received, you will find a Track & Trace number that will allow you to know exactly where your parcel is.
Why does the courier require that I show my ID when collecting the package with my order?
The courier asks you to show your ID in order to verify the age and identity of the person collecting the package containing an IQOS device. IQOS is intended for adults only.
Can someone else sign the collection of my shipment?
The package must be picked up in person. The courier will ask for your ID to verify the age and identity of the person who is picking up the order.
I will not be home on the day of delivery. What should I do?
Don't worry, the courier will make a second delivery attempt.
However, if both attempts are unsuccessful, the package will be returned to us.
What should I do if my order is incomplete or damaged?
If the contents of the shipment do not match your order, contact us in the most convenient way for you.
The delivered product is not as ordered. What should I do?
Is there something wrong with the delivered order? CONTACT US in the most convenient way for you, so that we can help you find the best solution.
You can also return the product you received for free and place a new order. Details on how to return a product can be found on the return form included with your order and here.
My address has changed. Will I still receive an IQOS device?
Orders are delivered to the address provided during the ordering process. Verify the correctness of the address before proceeding to payment and change it, if it is incorrect.
What documents should be included in the package with my order?
Apart from the products you ordered, there should also be a sales note with the receipt attached, a withdrawal form and a return form.