FAQ

RETURNS & EXCHANGES

How can I return my items?

You can return your items within 14 days after the delivery of your order, without any delivery fees.
To return your items please contact IQOS Care by calling 0800 9900000, for free.
Please note that only undamaged, unpacked products can be returned.
After communicating your desire to return an item, IQOS Care will send you a “free of charge” return label by e-mail or post.
You should send the product in the original packaging back to the address on the return label.
Once we receive the returned items, we will inspect and process the goods to ensure you receive your reimbursement as quickly as possible.
The reimbursement will be issued to the original method of purchase.

Can I exchange my item for another product instead of a refund?

No, it is only possible to exchange your product if it does not correspond with the ordered item.
In that case, please contact IQOS Care by free phone call on the number 0800 9900000 – and inform them that you would like to exchange your item for another product due to a delivery error.
IQOS Care will arrange a replacement for you. Upon receiving your new item, please return the previous item with the return label included in the new parcel.
To learn how to return, please see the question "How can I return my item?".

Where can I issue my return items?

You can return your items at any PostNL office near you.

Do I have to pay when returning and / or exchanging my items?

No, returning or exchanging an item is free of charge as long as your package contains the return label provided by IQOS Care.
To learn how to return, please check the question "How can I return my item?".

When will I receive my refund after returning my items?

After we receive your returned items, we will inspect and process the goods.
If the condition of the product is according to the Terms & Conditions of Sale, your refund will be done within 2 days after the inspection.
Please note that the time of the refund can vary from one bank to another.
If the amount is still not on your bank account after 5 days, please contact IQOS Care by free phone call on the number 0800 9900000.

What do I do if I receive a faulty item in my order?

In case you receive a faulty item upon delivery, please contact IQOS Care by free phone call on the number 0800 9900000.
IQOS Care team will arrange a replacement for the faulty item.
Once you receive the new item, please return the faulty product using the return label that will be included in the new parcel.
This return will be free of charge.

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