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FAQ

ORDERS

Create an account at iqos.com, add the products you want to purchase to your shopping basket and follow the instructions to complete your purchase.

If you experience any difficulties, contact the Customer Support team, who will be happy to place the order for you.

Yes, calling 800 200 098, you can place your order. In this case, you will only be able to proceed with payment at a Multibanco ATM.

Delivery is free of charges, and it is available throughout mainland Portugal, to the island of Madeira and the island of São Miguel..

We deliver throughout mainland Portugal, to the island of Madeira and the island of Azores.

We are unable to deliver to PO boxes. An adult’s signature is required at the time of delivery.

When an order is placed before 4pm on a working day, delivery is made the next working day. If an order is placed over the weekend or on a bank holiday, the delivery will be made within 48 working hours.

There may be exceptions to these delivery terms in case of geographical restrictions, climate conditions, accidents or other unforeseen situations.

When your order is sent out for distribution, you will receive an SMS message confirming the delivery date. On the delivery date, the courier will made contact with you by phone to confirm when you will be available at the delivery address and proceed with delivery.

Preferably, yes; however, another adult may sign for the order, but he/she will be required to show your identity document in addition to proving his/her own identity, confirming that he/she is of legal age.

If you need to change the address once your order has been confirmed, please get in touch with Customer Support. The delivery date may be subject to change as a result.

You can pay online via Multibanco ATM or using a Credit or Debit Card, Visa or MasterCard.

No, as stipulated in our general terms and conditions, we do not store this information.

The charge will be made to your account when the order is dispatched.

Yes, simply contact Customer Support.

If your online order was damaged on arrival, please contact Customer Support. We will redeliver and collect the damaged item.

If you receive a different item than the one you ordered, contact Customer Support to schedule delivery of the correct item and collection of the incorrect item.

To obtain another copy of your purchase invoice, contact Customer Support. Your invoice will be sent via email in the following 3 working days.

This procedure also applies to purchases made at the IQOS Boutique, an IQOS Pop-up or through a sales adviser.

If you acquired your IQOS at a partner store, please visit the place of purchase.

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

This website contains information about our smoke-free products and we need your age to make sure that you are an adult 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.