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So that everything arrives as planned: Deliveries and returns

You’d like to know when your IQOS order is going to arrive? Or how IQOS returns work? And whether shipping is free with IQOS? You’ll find all the key information here.

So that everything arrives as planned: Deliveries and returns

You’d like to know when your IQOS order is going to arrive? Or how IQOS returns work? And whether shipping is free with IQOS? You’ll find all the key information here.

Swift delivery

Deliveries take approx. 1 – 3 workdays. If we receive your order before 2:00pm, then it will be shipped out that same day and will often be delivered to you on the following day.

Shipping costs

We deliver you order free of charge handled by DHL. Shipping is only available within Germany. Delivery to a package station is not available due to the new Minors Protection Act [Jugendschutzgesetz].

Free returns

If you would like to return your order free of charge, then please request a return sticker* from our IQOS LiveChat.

We take our responsibility seriously.

Deliveries unfortunately cannot be made to package stations or to deviating recipients. When carrying out remote sales involving tobacco products, we hold accountability for our products exclusively being sold and distributed to adults aged 18 and older. To that end, in addition to age verification during online registration, the person delivering the parcel is also obliged to verify the recipient’s age.(Special shipping conditions due to the Minors Protection Act [Jugendschutzgesetz] as per 1 April 2016).

Return of electronic
devices for recycling purposes

In case you purchased your electronic devices from Philip Morris GmbH, e.g. in an IQOS store, or on iqos.com, you can return these devices to Philip Morris GmbH for recycling purposes.

How does the return work?
You can return the devices free of charge to any IQOS store in Germany or send them back to Philip Morris GmbH by mail. In the latter case, we will provide you with a return label, which will be sent to you by e-mail. You can request this free of charge via the IQOS CARE Hotline on 0800 - 1114 767. We are there for you daily from 08 am to 9 pm.

If you already have a customer account on iqos.com, the delivery of the return label takes about 1-2 business days. You can create an IQOS account at any time if you are not already registered. If no registration is desired, a return is of course also possible. Again, the return label will be sent to you by e-mail. However, the sending can then take some time longer.

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This website is intended only for users of nicotine or tobacco products who are over 18.

We Care

This website contains information about our new products and we need your age to make sure that you are an adult in Germany who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the "Important Information" page of this website for further risk information.