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?
To safeguard our customers and store employees and in order to help preventing the further spread of the coronavirus, we are suspending the operation of our IQOS stores until further notice
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.
This product is not risk free and is addictive. For adult use only.

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