If your product/products have been damaged during the delivery process, you can contact our Customer Care support to replace your order:
By phone: 900 15 20 15 - Monday to Friday from 9:00 am to 9:00pm. Weekends from 9:00am to 6:00pm (1 hour less in Canary Islands).
By email: [email protected]
 

For any assistance, please, contact our Customer Care:
By phone: 900 15 20 15 - Monday to Friday from 9:00 am to 9:00pm. Weekends from 9:00am to 6:00pm (1 hour less in Canary Islands).
By email: [email protected]
Other channels: Twitter @iqos_support_es Facebook @iqos.es

At IQOS our primary concern is to always provide you with the best experience regarding our products. If you have purchased a device on iqos.com that you are not satisfied with and wish to return it, you can request a refund within 14 calendar days from the date the product receipt was issued. Once we receive the returned device, we will process the refund through a bank transfer to the account number that you indicate. If you purchased the device through another provider, we recommend that you check the refund policy with the retailer or go to the point of sale where you purchased it for more information.

The reimbursenment will be issued via a bank transfer to the account number that you indicate at the moment of your call. We can hold back the reimbursement until we get the products back or once you have send a return proof, whichever condition happens first.

IQOS kits have 3 year warranty for devices purchased from January 1, 2022.

For refunds, please allow a few days for your bank to process funds.

We deliver your IQOS products wherever you want (in Spain) completely free of charge.

In the shipment confirmation email you will received, you will find a link that will allow you to know exactly where your parcel is. You will receive your order in approximately two working days.

If you are not at home for the delivery, a new delivery attempt will be made.

If, after two delivery attempts, your order has not been delivered, it will be returned to the logistic operator's office associated with your zip code. We will also send you an email and/or SMS explaining where your order is located so that you can pick it up within a maximum period of 15 days from the time it arrives at the operator's office.