FAQ

ORDERS AND COMMERCIAL INFORMATION

How does the free contactless delivery work?
Considering social distancing rules, our free delivery is now contactless. Our courier will deliver your package by placing it in front of the door and maintaining the respected distance. You will be asked for the last 3 digits of a valid identification (Passport or driver's license), this will be used as proof of delivery to avoid the usual signature.
Are IQOS stores open?
We have re-opened our IQOS store at Hoog Catharijne, Utrecht on the 25th of May for you, and will open Heiligeweg, Amsterdam on the 1st of June. We are happy to welcome you Sunday-Monday from 12-18 and Tuesday-Saturday from 10-18. These hours may change, so please check our store locator for latest updated opening times.
Which services are not available in stores?
Device cleaning services are temporarily not available in stores.
Are there any safety rules I should be aware of when visiting the stores?
Your safety is important to us, so we’ve taken additional measures to make sure everyone stays protected. Currently only 1 customer is allowed inside the store at a time. When visiting us, we kindly ask you to follow the social distancing rule and maintain 1,5-meter distance. Payments can only be made with pin- or credit cards.
What measures are you taking to ensure the safety of your consumers and staff?
To ensure the safety of our community, we’ve implemented additional hygiene procedures for stores and staff. We regularly clean surfaces, payment terminals, counters and other frequently touched areas, and our staff is required to wear masks and gloves while at work.
At the store entrance will be disposable masks, sanitary gel and disposable gloves available.
At the counter we will work behind Plexiglas shields
Where can I buy HEETS?
Online at iqos.nl HEETS are available to order 24/7.
HEETS are also available at various tobacco outlets that remain open including; AKO (Airports & railway stations are closed), Albert Heijn, Bruna, BP, Cigo, Esso, Hoogvliet, Jumbo, Plus, Primera, Readshop, Shell, Tabac & Gifts, Total, Vivant.
I see that IQOS devices, accessories and HEETS are shipped from countries with confirmed COVID-19 cases, such as China and Italy. Do I have a higher chance of getting coronavirus from products shipped from these countries?
According to health authorities like the World Health Organization and the U.S. Food and Drug Administration, there is no evidence to support the transmission of the coronavirus through imported goods.
What do I do if I have an issue with my device? 
In case you need support with your IQOS please contact our IQOS Care Team and we will find, together with our agents, the most suitable and possible solution to replace your device.
What is the best way to clean my IQOS?
1. Wipe the outside of the Charger and the Holder with a disinfectant wipe.

2. Clean the blade and the inside area of the holder with the dedicated cleaning sticks.

3. Dispose of the used wipes and sticks in a bin.
Product added to cart

Your cart is empty

Find the IQOS that suits you best.

Compare models

This product is not risk free and is addictive. For adult use only.
This website contains information about smoke free products that are exclusively intended for adult smokers or users of nicotine-containing products in the Netherlands and therefore we ask your age.
Are you over 18 years of age and are you a smoker or user of other nicotine products?
Check
This website is reserved for smokers of 18 years and above.