Nov 8, 2024

• Expired or invalid code: if your IQOS promotional code is no longer valid, you will not be able to use it and you will have to look for a new promotional code. We suggest that you double check the expiration date and conditions of use.
• Incorrectly entered code: enter the code carefully to avoid typos, extra spaces and incorrect characters. Keep in mind that IQOS promotional codes are case sensitive, so you have to write exactly the code you have received.
• Product exclusions: it is possible that the IQOS promotional code you are trying to use can only be applied to certain types of products or cannot be cumulated with other existing promotions. Again, please read the fine print to see if the IQOS products in your cart are included in the promotion.
• Technical issue: Due to the influx of online shoppers during Black Friday and the load on our digital structure, there may be technical hiccups that prevent our system from reading and applying your promo code. For help, start chatting with our IQOS digital assistant (just click on the “start chat” button on the right side of our website) or contact IQOS customer support.

• Order not processed: Check both your Inbox and Spam for the confirmation email. If you did not receive it, log in to your IQOS online profile to verify that your payment was successful.
• Incorrect order details: If you have reviewed your email confirmation and noticed that the order has been processed incorrectly and that the price, quantities or product are not correct, you should contact IQOS customer support immediately to correct the order before we ship it.
• Refused payment: If there has been a problem with the processing of your payment, your order will remain unconfirmed. Please check that you have sufficient funds available and review your payment details for typographical errors. You can also try using a different payment method or talk to your bank to resolve the problem.

• Delayed delivery: due to the volume of orders on Black Friday it can take its toll on our shipping partners. The large volume can cause logistical delays, so please bear with us while we try to get your package delivered correctly; we hope that what you are saving with our wonderful Black Friday deals will make up for the inconvenience.
• Missing package: if the delivery time indicated in your order confirmation email has already passed and your package has not been delivered, please contact customer support so that we can locate it or find a solution.
• Items damaged in delivery: If your IQOS device or other products have arrived incorrectly or are damaged, take photos that clearly capture the damaged parts. See how to request an exchange.
• Incorrect delivery: Check your order confirmation email or log in to your online profile to verify that all order information has been provided correctly. If the order received does not match the above information, please call customer service who will assist you with the return steps. Please note that once we have received the incorrect items, it will take up to 14 working days for the refund to appear in your bank account.

• Don't miss the news: Find out what Black Friday deals are and learn about all the latest news from IQOS. You will be informed when our Black Friday promotion starts on the website so you can be sure to buy the items you want before they sell out.
• Create an IQOS account in advance: the fastest fingers will be the first ones on IQOS Black Friday. Don't waste time during the rush so you don't risk missing out on what you want; set up an IQOS profile now, so when our Black Friday promotion starts, you'll be able to checkout faster as your payment details and delivery address are already saved and ready to go.
• Make a wish list: make sure you have everything ready as soon as possible so that, when Black Friday arrives, you already have your wish list of items according to your tastes, so all you have to do is check out and pay.
• Anticipate your purchases: with your convenience in mind, we've extended the duration of the Black Friday promotion from just 24 hours to a limited, but longer, period lasting a few days. This means you can shop before the madness starts to avoid the problems we've outlined in this guide and get the IQOS products you want at the lowest prices.