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IQOS Deliver Information

If you place your order before 14:00, your order will usually be sent out from our warehouse the same day. If you place it after 14:00, it will be sent out the day after.
When you make your purchase on IQOS.com will you have following options in the checkout:

PostNord, Parcel shop:

Delivery will usually arrive to the PostNord parcel shop closest to your delivery address, within 1-2 business days*. You can decide yourself when you want to pick up your order within 14 days after delivery.

PostNord, Home delivery:

Delivery will usually arrive within 1-2 business days*. Delivery to your selected delivery address between 09:00-21:00, in 2-4 hours intervals. PostNord will contact you to arrive when it best suits you.

Returns:

If you have tried IQOS, but decided that it is not for you, we offer you 60 days money back guarantee. This is offered to you when you have registered an account on IQOS.com and your IQOS is registered on your profile. The money back guarantee is only valid for the first time you purchase an IQOS. We want you to have enough time to get accustomed to using IQOS and during this time you are also entitled to get personal guiding from one or our IQOS Experts. Please note that the 60 days money back guarantee is only applicable for IQOS devices and no other products.

You have, in accordance with current consumer protection legislation, the right to cancel or return your order within 14 days from the day when you received the ordered item. The right of withdrawal applies provided that the product is in a substantially unchanged condition and that no seal or packaging has been broken. A broken package is, for example, a ten-pack of heatsticks where the sealed plastic cover has been broken or removed. When buying a 3-pack, all 3 packs must be in unbroken condition.

Please note that if you return products back that are not entitled for refund, these will be sent back to you upon your request only using cash on delivery service. If you are unsure, please contact Customer Care before you send any items back.

Where have you purchased your IQOS?

IQOS.com:

If you purchased on IQOS.com and received delivery through PostNord or DHL Express (Coming soon), you should have received a return label and a return slip in the parcel. Please use this to send your items back. If you want to use your right to return any products within 14 days or your 60 days money back guarantee for IQOS devices, please mark the option “Item no longer required” on the return slip.

When you order via IQOS.com, you are a registered user, and your IQOS is registered on your account automatically. You therefore do not have to provide any copy of receipt in the return shipment. You can leave the parcel on a PostNord drop off point. When we have received the item(s), you will have your money back on your account within a few working days.

IQOS.com and delivered to you by an IQOS representative:

If a purchase was made on IQOS.com and delivered to you by an IQOS representative, please contact our, Customer Care to have a return label sent to you for free. When you order via IQOS.com, you are a registered user, and your IQOS representative have helped you to register your IQOS on your account. You therefore do not have to provide any copy of receipt.

If you purchased your IQOS via Izettle from a IQOS sales representative, a receipt must be provided for processing the refund.

Print the return label, and leave the parcel on a PostNord drop off point. When we have received the items, you will have your money back on your account within a few working days.

IQOS stores:

If you have purchased through any other IQOS store, please contact our Customer Care to have a return label sent to you for free. For a faster process, please make sure you have an account on IQOS.com, and that the IQOS you want to return is registered on your profile.
You can find how to create an account here, and how to register your IQOS here. You need to be registered for us to be able to make a refund. Please also be aware that you need to send IQOS Support a copy of your receipt for us to be able to refund the money.
When we have received the items, you will have your money back on your account within a few working days.

Retailer:

Contact our Customer Care, phone number 020- 25 10 10, to get a return label sent to you. You cannot return your IQOS device to the retailer where you bought the device, in all cases you need to contact our Customer Care.
When you return an IQOS device we refund amounts up to 999 SEK, which is the highest set price for an IQOS device in our own channels.

When you return an IQOS device you need to provide a valid receipt to be able to get your refund.
To be able to return your IQOS device, it has to be registered on iqos.com.

If you have any questions, please contact our Customer Care, phone number 020-25 10 10 or via chat.
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