In our store, we offer two delivery methods.

1. Shipments delivered by DHL courier. During delivery, the courier will verify age and identity. 
2. Delivery to a Paczkomat® locker

*delivery method available only for consumers whose age has already been verified
 

We offer the option of delivery to Paczkomat® lockers and InPost PaczkoPunkt pickup points.

If, after logging into your account on our website, you do not see the option for delivery to a Paczkomat® locker, it means you do not meet this requirement. But don’t worry, you can still use home delivery by DHL courier.
 

After handing over the package to the courier company, you will receive a confirmation email at the provided address and an email with a link to track the package on the DHL or InPost website. You can also track the package from your user account on iqos.com - log in, go to the ‘ORDER HISTORY’ section, and click on ‘Track Order.’

If your package still hasn’t arrived, please contact us. Remember to have your order number with you.
 

The courier asks you to show your ID in order to verify the age and identity of the person collecting the package containing an IQOS device. IQOS is intended for adults only.

The package must be picked up in person. The courier will ask for your ID to verify the age and identity of the person who is picking up the order.  

Don't worry, the courier will make a second delivery attempt. 

However, if both attempts are unsuccessful, the package will be returned to us. 

If the contents of the shipment do not match your order, contact us in the most convenient way for you.  

Is there something wrong with the delivered order? CONTACT US in the most convenient way for you, so that we can help you find the best solution.  

You can also return the product you received for free and place a new order. Details on how to return a product can be found on the return form included with your order and here.

Orders are delivered to the address provided during the ordering process. Verify the correctness of the address before proceeding to payment and change it, if it is incorrect. 

Apart from the products you ordered, there should also be a sales note with the receipt attached, a withdrawal form and a return form. 

The delivery option to a Paczkomat® locker is available only for individuals who have undergone prior identity and age verification. If you do not see this option during checkout, it means this requirement has not been met for your account.
 

When choosing delivery to a Paczkomat 24/7® locker, the recipient has 2 days to pick up the package. After this period, the package will be returned to us. It is possible to extend the pickup time for a fee. A fee for each additional day applies, according to the Paczkomat 24/7® price list.