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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 free IQOS CARE Hotline at: 0800 1114767.Hotline an: 0800 1114767.

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).

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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.