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FAQ

ORDERING & DELIVERY

When can I expect the delivery of my order?

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.
On the day of the delivery you will receive an email with the delivery time slot as well as an SMS, one hour before delivery arrival, with the exact delivery time.

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

What do I do if my order is incomplete, incorrect or damaged?

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.

I haven’t received my order on the day of my delivery. What should I do?

We are very sorry if there was a mistake with your delivery order.
Please contact IQOS Care by free phone call - 0800 9900000 – to reschedule your delivery.

What happens if I was not able to accept the delivery after a 2nd attempt?

After two unsuccessful delivery attempts your order will be automatically sent to a nearby PostNL pick-up location. You will be able to collect the order for 14 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 14 days, it will be sent back to the warehouse and a refund will be made.

What happens if I was not able to accept the delivery?

If you were not able to accept your order we will make a second attempt on the next day, with the exception of Sundays.

How can I track my order?

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.

How can I know that IQOS has received my order?

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.

How much does the delivery cost?

There are no delivery fees for orders placed on the Website.

Are there any delivery restrictions?

All orders placed on the Website can only be delivered in the Netherlands.
Orders related to deliveries abroad are thus not accepted.

Where can I expect the delivery of my order?

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).

Can I amend or cancel my order?

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.

This product is not risk free and is addictive. For adult use only.
This site contains information on a product containing tobacco and is reserved for smokers over 18 years old residing in Netherlands.
ARE YOU A SMOKER AGED 18 OR OLDER?
This website is reserved for smokers of 18 years and above.