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Delivery information and Returns Policy
Deliveries
When the Product is ready to be delivered, we will notify you by e-mail and/or sms, which will include the necessary details for monitoring delivery of your order Should any problem occur with regard to the order or the delivery times as set forth above, you will receive relevant information by email, sms, and/or by telephone. You can contact directly the Seller and/or the courier company who are responsible for the delivery, in case you encounter any issue or require any information regarding your delivery.
Delivery Charges:
a) FREE Shipping (unless otherwise laid down in the Website at the time of your order):
i) For purchases from 49€ and more, all over Greece for all types of orders – regardless of route (same day or next/ day after the next etc).
ii) For deliveries to Smart Lockers all over Greece
COST of Shipping* (unless otherwise laid down in the Website at the time of your order):
i) 2,50€ for purchases below 49€, throughout Greece for all types of orders – regardless of route (same or next day / day after the next etc).
* Exceptions may apply for orders concerning programs such as replacement, exchange, or free device trial, as well as orders concerning specific commercial programs, for which the Company will inform you each time that they are excluded from the shipping costs, at its discretion.
Payment is to be made always at the time of payment of the purchase prices. There is no option to pay for shipping costs separately.
Rules of Delivery:
DELIVERY WITH COURIER COMPANY
| Order consignment time | Delivery time | Place of delivery |
|---|---|---|
By 12:00 on weekdays (excluding holidays and weekends) |
On the same day only in Attica |
Only for specific places of delivery (see Attachment Table) |
By 16:00 on weekdays (excluding holidays and weekends) |
From the next business day and within 5 business days |
Throughout the Greek Territory (see Attachment Table) |
After 16:00 or for an order placed during weekends or holidays |
From the day after next and within 5 business days |
Throughout the Greek Territory (see Attachment Table) |
DELIVERY WITH SMART LOCKER SERVICE
| ORDER CONSINMENT TIME | DELIVERY TIME | PLACE OF DELIVERY |
|---|---|---|
By 16:00 on weekdays (excluding holidays and weekends) |
Within 24 hours from the moment the vendor receives the order for overland destinations and 48 hours for island destinations |
In the lockers that vendor has activated and are found on the checkout page |
Details of delivery arrangements such as times slots, postal codes, appointments, etc., may be found here.
For any clarifications or additional information, you need you can contact the Company via the Call Centre at telephone lines 800 111 4767 (free of charge from a landline phone) / 210 4193888 (charge depending on the telecommunications provider). Operating hours of the IQOS call centers daily 09:00 – 21:00, or by live chat, Viber, or messenger, or at contact.gr@iqos.com.
Returns Policy
The rescission right is granted only to natural persons acting in their capacity as consumers, in accordance with Law 2251/1994. Provided that the Consumer is a natural person acting (only) as a consumer, he/she may rescind this agreement without providing any explanation, without prejudice to the terms of Article 8.7.3 in Terms & Conditions.
In particular, the Consumer is required to inform us of his/her intention to rescind, within the following time limits:
- for Consumables, Accessories and single-use e-Cigarettes (Veev Now): within 14 days
- for Devices: within 30 days
from the day that:
- the Customer acquired the physical possession of the Products, or
- the Customer acquired the physical possession of the last Product, in the case of a contract concerning numerous Products forming part of the same order, which are delivered separately
For more details on the withdraw procedure, see here.
For notes regarding Terms and Conditions of Money Back, see here.
For effects of rescission, see here.
**It should be noted that filling in the withdraw form is highly significant for the conclusion of the rescission/return procedure: the Consumer must state the details recorded there in when contacting one of our representatives, for the conclusion of the rescission/return. Therefore, and with a view to facilitate the process, we encourage all our Customers to fill in the above form electronically or by hand, and to enclose it in/attach it to their contact with our representative, so that the order can be more easily traced, and the return of the Product can be properly managed.