Delivery information and Returns Policy

Deliveries by courier:

At the time of the delivery of your order by Foodlink to the courier company, you will be sent an e-mail with the delivery number; the e-mail will contain a related link to the website, so that you may follow the progress of the Customer’s delivery.

Rules of Delivery:

  • *Same day deliveries for orders created until 12:00 (working days) to Attica and Thessaloniki
  • 1-3 days - to land destinations
  • 1-4 days - to island destinations
  • 1-5 days - to inaccessible areas

In order to find out whether your delivery address is not included in the areas where same-day delivery to Attica is offered, please refer to this page  

If you wish to change the delivery place/address of your order after you have submitted it, you can make the change directly from the message that you will receive from the courier company.This is not possible if your order falls within the same-day delivery areas.

Notification of dispatch of delivery

During the delivery of your order, you will receive a notification on your mobile with the courier delivery number.

The following categories will not receive a notification:

  1. Appointment for receipt of delivery.
  2. Pick-up from a parnter courier store .
  3. Delivery on a Saturday.

Lastly, by making a comment in the comments field of your order and on the condition that your area does not fall under the same-date delivery areas or hard-to-reach areas, you may request

  • Delivery on a Saturday

- In case of a delivery on a Saturday or pick-up of your order from an ACS store, please provide the delivery details [Does not apply to same-day delivery]

It should be noted that the date of delivery of the Products may change for reasons of force majeure or due to unforeseeable incidents beyond the influence and the control of Foodlink. In this case, the IQOS switchboard will communicate with the Customer by phone or text message, in order to inform him/her accordingly.

Attention: To collect the delivery, you must produce your identity card. Only the person who submitted the order may collect the delivery.

For clarifications or additional information, please call the switchboard at: 8001114767 from a landline of 210 4193888 from a mobile phone.

Returns Policy

Foodlink, securing its Customers even further, in addition to the legal right to rescission within 14 days, will accept the return of a product, provided that the Product is returned within 30 days from the time when the Customer acquired physical possession.

In case the customer wishes to return a product, they should contact the call center at 8001114767 (toll free from landline phone) or 2104193888 (from mobile) in order to the right of withdrawal to be confirmed and to arrange the order return.

During the returns procedure:

The Customer must send the Products back, or deliver them to Foodlink by dispatch or delivery to the following details: FOODLINK FOOD REPRESENTATION AND DISTRIBUTION SA, with the distinctive title FOODLINK SA, having its registered office in Aspropyrgos, at the site Lakos, Kamatero, with telephone number 210 5517821, fax number 210 5596411, within the 30-day deadline.

For a return to be accepted, the Product sent by the Customer to be delivered by Foodlink must (cumulatively):

  • be in the condition in which it was when received,
  • if its initial packaging has been opened, it must be intact, without any damage and tears, and it must be returned, along with the Product,
  • be full,
  • bear with it all the documents that accompanied the product. In the event that the Product is not accompanied by its documents, Foodlink will not be able to identify the product with a specific order.

In addition, the customer must have completed the Device Return/Withdrawal Form.

A personalized product (e.g. identifying initials have been overtly inscribed, the IQOS base contains a different lid from the original lid of the packaging, etc.) may not be returned on the grounds of rescission or an additional right to return.

Also, an individual pack of HEETS tobacco bars may not be returned. Only the return of a box containing ten (10) HEETS packs is allowed, provided that the box has not been opened and/or damaged in any other manner.

In the event that the order concerned more Products and only part thereof is returned, or only part thereof meets the conditions above, it goes without saying that the money returned will correspond to the part of the Products duly returned.

The Customer expressly agrees that Foodlink will return the money by depositing it into a bank account indicated to it by the Customer. To that end, in the rescission form, the Customer must complete the IBAN number of the bank account to which they wish the return deposit to be made. The Customer must enclose this form in the package of the Product to be returned either by post or by courier.

Order cancellation can be made via the call center at 800 111 4767 (free of charge) or 210 4193 888 (mobile) Monday through Sunday from 09:00 to 23:00.

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