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Orders & Delivery - FAQs

You can pay with credit or debit card, alternatively choose between three payment methods from Klarna:
  • Klarna – Pay now
  • Klarna – Pay later
  • Klarna – Slice it

    In an addition to these payment methods, you can pay instantly with Swish
  • If you order before 14:00, your order will usually be sent from the warehouse the same day. If you order after 14:00, it will be sent the following day. All our delivery options usually have 1-2 business days’ delivery time. You can read more about deliveries and returns here.
    Yes, we offer free shipping with Postnord when you shop from us.
    When you make your purchase on IQOS.com you will have the following options in the checkout:
  • Postnord, Parcel shop: The order is usually delivered to your closest Postnord parcel shop within 1-2 working days*. You can decide for yourself when you want to pick up your order within 14 days after delivery.
  • Postnord, Home delivery: The order is usually delivered within 1-2 business days* to your chosen delivery address, between 09:00-21:00 in 2-4 hour intervals. Postnord will contact you to book an arriving time that suits you best. * Delivery to areas with longer distances may result in an extra day's delivery time.

    You will receive a tracking number when your order on its way so you can follow it. If you did not receive it, please contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.
  • Please contact IQOS Support who will investigate your case and help you come up with a solution.
    If the order is already placed, we can unfortunately not change it. Please contact IQOS Support as soon as possible and we will try to stop the order before it’s sent out. If we are unable to do so, it may take up to 14 days before it’s returned to us.

    If you place a new order with the correct shipping address, we will refund the wrong order as soon as we have received it to our warehouse.
    If the order is already placed, we can unfortunately not change it. Please contact IQOS Support as soon as possible and we will try to stop the order before it’s sent out. If we are unable to do so, it may take up to 14 days before it’s returned to us.

    If you place a new order with the correct shipping address, we will refund the wrong order as soon as we have received it to our warehouse.
    When your order is prepared and ready for shipping, you will receive a tracking number from the courier. If you have not received anything after one day, please contact IQOS Support who will help you track your order.
    If the order is already placed, we can unfortunately not cancel it. Please contact IQOS Support as soon as possible and we will try to stop the order before it’s sent out. If we are unable to do so, it may take up to 14 days before it’s returned to us.
    Bank ID is for us to ensure that you, as a customer, are 18 years old or above. Your personal data is not saved and is only used for age verification.
    IQOS is available in the following countries.
    • English

    Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.

    CONFIRM

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

    This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Sweden 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.