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FAQ

ORDERS

How can I place an order at the online store?

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.

Can I order over the phone?

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.

How much does delivery cost?

Delivery is free for orders over €30. For smaller orders, a delivery fee of €6 applies. We deliver throughout mainland Portugal, to the island of Madeira and the island of São Miguel.

Where are deliveries made?

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

Can I request delivery to a PO box?

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

What are the delivery terms?

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

There may be exceptions to these delivery terms in case of geographical restrictions (48-hour delivery), unforeseen climate conditions or accidents.

How can I check the status of my order?

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.

Do I have to be there to sign upon 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.

Can I change the delivery address for my order?

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.

What methods of payment are available?

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

Are my credit card details stored?

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

When will my credit card be debited?

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

Can I cancel my order?

Yes, simply contact Customer Support.

My order was damaged on arrival. What should I do?

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

The item delivered does not match the item I ordered. What should I do?

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.

How can I obtain another copy of my invoice?

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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