COVID-19 - FAQs

Our stores are now open 7 days a week for shopping, device troubleshooting and replacement by appointment.

How it works:

• Make an appointment by calling or SMS tel.no. 06-82118554 between 10:00-18:00. Calls after 14:00 will be planned for the next day*
• Please indicate the location you would like to go to.
• You will receive a confirmation with a timeslot in which you can come to the store*
• The appointments will be made during opening hours 10:00-18:00 for all locations
• Confirm the timeslot or let us know if you want to change it.
• The timeslot are for a minimum of 10 minutes but can be longer if agreed.
• Please come alone to the appointment.
• The appointment can only take place if you are symptom free.
• Payment can only be made by card.
• During the appointment, please keep 1.5 meters distance from others and wear a face mask.

* as per regulation there has to be 4 hours between the call/SMS and the appointment timeslot

HEETS can be ordered online 24/7 at iqos.nl or via shop by appointment at the brand stores. HEETS are also available at supermarkets and petrol stations, including Albert Heijn, BP, Esso, Jumbo, Plus, Shell and Total, and at various online 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.

Device cleaning services are temporarily not available in stores.

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

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.

In case you need support with your IQOS please contact our myIQOS Team and we will find, together with our agents, the most suitable and possible solution to replace your device.

We care deeply about the safety of our consumers. Based on the current situation we have decided to stop all trials of IQOS devices. For our consumers renting a device we can assure you that we only provide new devices for this service.

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.