Due to the current situation, delivery times may take longer than estimated.
Many IQOS stores are open again. Learn more.

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Notes to the current situation

Our online shop will remain open for you

We are of course doing everything possible to continue to be available for you day and night at iqos.com and to facilitate swift and reliable delivery of your IQOS orders. Due to the current situation, the delivery time is currently about 2-4 business days. You’ll also be able to return your IQOS order as usual.

Re-opening of our IQOS Stores on 4 May 2020

We have worked with experts to develop a detailed safety and hygiene concept for our IQOS stores and will be re-opening many of them on 4 May 2020.

You’ll find all of the info on re-openings and our hygiene measures here.

In consideration of certain differences in the implementation in the individual federal states - when and under which conditions these gradual relaxations will come into effect - we have decided to reopen our IQOS stores for you probably on Monday, 4 May 2020. This will probably affect all IQOS Stores that are NOT located in shopping centres or department stores larger than 800 sqm. These will remain closed as before. Information about which IQOS Stores will reopen can be found on our online retailer search from 04 May.

Together with experts, we have developed a detailed security and hygiene concept for our stores. On this basis, we will be able to define individual safety and hygiene measures for each IQOS store within the next two weeks with sufficient time and taking into account the regulations in the individual federal states, and take the appropriate precautions. We want to and will carry out the necessary preparations with all due care and quiet and reopen our IQOS stores with maximum safety and hygiene. Because for us the responsibility towards our customers and employees continues to be our top priority.

Info on the IQOS trial month

In the event you’d like to return an IQOS device under the IQOS trial month, the following provisions currently apply:

  1. If you entered the IQOS trial month with an IQOS customer consultant or via iqos.com, then please contact IQOS CARE over the phone (0800 – 1114767) to register the return. We’ll then send you an e-mail with a return label for free return shipping.

  2. If you entered the IQOS trial month at one of our IQOS Stores, then you’ll be able to return the device as soon as our stores have reopened. We’ll notify you sufficiently in advance as soon as we know when we can open them again.

Where can I purchase HEETS?

Our online shop will continue to be open for you. You’ll find our product line here. There, you can order HEETS tobacco sticks online without any shipping costs. Additionally, HEETS tobacco sticks are available at many gas stations, grocery stores, and tobacconist shops. However, please note your retail outlet may be closed or have changed business hours due to the measures being implemented nationally. Please inquire there directly as applies.

Delivery via our shipping partners

Our logistics partners have adapted their hygiene regulations for our warehouses to the current situation - which also goes for the products you order from us. In order to reduce the level of direct contact between you and delivery personnel and to avoid the potential for virus transmission through hand-held scanners and writing utensils, DHL offers the option of waiving the recipient signature requirement for package delivery. You’ll find further information on that option here. If our shipping partner DHL doesn’t find you at home, then your IQOS order will be deposited at a nearby post office as usual. There are no indications at this time that online orders or their delivery represent a risk. For further information on the Corona Virus, visit the sites of the World Health Organization and Germany’s Federal Ministry of Health.

No higher chance of getting coronavirus through imported goods

According to the World Health Organization, there is no evidence to support the transmission of the coronavirus through imported goods from countries affected by COVID-19. For further information, visit the site of the World Health Organization.

Swift and personal support

If you have any questions regarding our products (operation, replacement devices, cleaning, etc.), we are at your service via our IQOS CARE Hotline 0800-1114 767, via Live Chat, and via the online troubleshooting tool. Be assured that the entire IQOS Team is doing everything within their means to continue offering you the best service possible.

Fast help for issues with your IQOS device

Our online troubleshooting tool provides support for your IQOS in just a few short steps. Click here and register to launch the IQOS diagnostics tool.

Whom should I contact if I have further questions?

For further information, please contact IQOS CARE.
We can be reached free of charge via our IQOS CARE Hotline 0800 – 1114 767 or via our Live Chat daily from 9am to 9pm. You’ll find further communication channels here.

Last updated: 20 April 2020.
Here, you’ll find the most up-to-date information regarding service and shopping options.

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