FAQ

ORDERING & DELIVERY

We deliver from Tuesday until Saturday, between 08:00 and 22:00.
• If your order is placed before 15h30 the delivery will most likely take place on the next day.
• If your order is placed after 15h30 it will most likely take place within 2 days.
ORDERING TIMING BEFORE 15:30 AFTER 15:30
Monday Delivery on Tuesday Delivery on Wednesday
Tuesday Delivery on Wednesday Delivery on Thursday
Wednesday Delivery on Thursday Delivery on Friday
Thursday Delivery on Friday Delivery on Saturday
Friday Delivery on Saturday Delivery on Tuesday
Saturday Delivery on Tuesday Delivery on Tuesday
Sunday Delivery on Tuesday Delivery on Tuesday
IQOS Care will help you with any query you may have regarding incomplete, incorrect or damaged items and orders.
Please contact the IQOS Care by free phone call on the number 0800 9900000.

You can also contact our IQOS Care Team via any of the channels below, who will support you in finding the most suitable solution.

Live Support: Chat with us
Facebook Support: IQOS Support Nederland
Twitter Support: @iqos_support_nl
Email: contact.nl@iqos.com
Call Us Free: 0800 9900000 - Everyday from 10AM to 7PM.
We are very sorry if there was a mistake with your delivery order.
Please contact our IQOS Care Team via any of the channels below, who will support you in finding the most suitable solution.

Live Support: Chat with us
Facebook Support: IQOS Support Nederland
Twitter Support: @iqos_support_nl
Email: contact.nl@iqos.com
Call Us Free: 0800 9900000 - Everyday from 10AM to 7PM.
If you were not able to accept your order it will be automatically sent to a nearby PostNL pick-up location. You will be able to collect the order for 7 days. You will be informed via email at which pick-up location the order can be collected.

If you don't collect your order after 7 days, it will be sent back to the warehouse and a refund will be made.
On the day of the delivery, you will receive a confirmation email from our logistic partner containing a link that enables you to follow live the tracking & tracing of your package.
If you haven’t receive this email, please check your SPAM box.
You will also be informed on the exact delivery time via SMS on the day of delivery.
After placing your order you will receive an order confirmation in the email that you have indicated in your personal information details.
This email confirms that IQOS has received your order.
If you haven’t receive this email, please check your SPAM box.
All orders placed on the Website can only be delivered in the Netherlands.
Orders related to deliveries abroad are thus not accepted.
Your order will be delivered to the address that you have indicated as delivery address.
Please note that IQOS products are for adult smokers only. Therefore the recipient will be asked to provide an ID at the time of the delivery to prove the legal age (+18).
It is not possible to cancel or make amends to your order.
This includes changing the delivery address or payment method once the order was placed.
If you do not wish to keep your order, you can return it for free within 14 days after the delivery.
Please check the section "RETURNS & EXCHANGES" to know how to return items.
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This product is not risk free and is addictive. For adult use only.
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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 the Netherlands 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.