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FAQ

We are Staying with You, We are Staying Safe

Can I visit an IQOS Store to make purchases?
IQOS stores have opened and are waiting for you again. We take all the necessary hygiene and protection measures with masks and hand sanitizers and keep 2 meters distance so that we all stay safe! Find here the IQOS stores as well as our authorized partners.
How can I get IQOS products and HEETS?
IQOS products are available in all points of sale and in the traditional retail points that you can find here, as well as at iqos.com where you can place your order easily and quickly at any time. In case you have any questions or need help during the process of ordering, contact us via Facebook, Viber, LiveChat, email or by phone.
How can I contact the IQOS Support Center?
Choose the way you wish to contact IQOS Support Center:
Facebook
Viber
• LiveChat,
Email
• By phone at 800 111 4767 (free of charge from landline) or at 210 4193 888 (by mobile)
What should I do if I face a problem with my device? How can it be replaced?
You can make an online diagnosis by logging in to your iqos.com account. If afterwards the problem persists and your device is under warranty, we will send you a new device completely free of charge, wherever you are.
Alternatively, you can visit one of the IQOS support points you can find here or contact IQOS support center via Facebook, Viber, LiveChat, email or phone at 800 111 4767 (free of charge) and at 210 4193 888 (from mobile).
How can I properly sanitize my device?
Don't forget to wear gloves and clean the outside of the IQOS base and the pocket carrier with antiseptic ethanol wipes at a concentration of 62-71%. You also need to clean the inside of the IQOS base, around the blade, as well as the cap with the special cleaning sticks. Always remember, before taking off your gloves, to throw the used wipes and cleaning stick in a trash can.
When will my order be delivered?
You can check where your is located, by using here the 10 digit ACS code you received in your email. In case you need help, contact the IQOS support center viaFacebook, Viber, LiveChat, emailor phone at 800 111 4767 (free of charge from landline) and 210 4193 888 (from mobile).
How can I pay for my IQOS eShop order?
To purchase products through IQOS eShop, payment methods are:
a) by credit or debit card at the end of the ordering process
b) by cash upon delivery of the product (the allowable limit for the payment of cash in cash is what is defined each time by the legislation) or POS
c) via paypal.
Can I return a product purchased from iqos.com?
In addition to the legal refund within 14 days, you can return a product within 30 days of ordering. For more information and to arrange the return, you can contact the support team at IQOS Live chat, which is available on the site, or by sending a personal message on the service page on Facebook IQOS Greece and via email at contact.gr@iqos.com.
How can I cancel an order?
To cancel your order you can contact the support team in the following ways:
• LiveChat available at iqos.com
• by sending a personal message to the IQOS Greece Facebook service page
• via email at contact.gr@iqos.com
In addition, you can contact us at Viber, IQOS Support Greece. Alternatively you can call us at 8001114767 (from landline) free of charge or at 2104193888 by mobile.
We are at your disposal in all the above channels, Monday to Sunday from 07:00 to 23:00.
I have not received the order I made through iqos.com
Don't forget that using the 10-digit code of your order on the ACS site you can find out where it is. For any problem or clarification regarding your order, you can contact the LiveChat support team available on the site by sending a personal message on the Facebook service page IQOS Greece or via email. Alternatively, you will find us at Viber, IQOS Support Greece or call us at 8001114767 (from landline) free of charge or at 2104193888 from mobile. We are at your disposal in all our above channels, Monday to Sunday from 07:00 to 23:00.
How can learn about offers on IQOS products?
You just need to create an iqos.com iqos.com ή να μπεις στον account or to log in to your account and choose 360o personalized IQOS experience. You will then receive newsletters and SMS with IQOS offers. In case you create a new account, you will receive communications after your first online order and after we confirm you are an adult smoker.
I have trouble registering or changing my personal details at iqos.com
For any difficulty you face with the details of your profile on our website, you can contact the support team either at LiveChat which is available on the site, or by sending a personal message on the service page on Facebook IQOS Greece or via email at contact.gr@iqos .com. Alternatively, you can find us at Viber, IQOS Support Greece or call us at 8001114767 (from landline) free of charge or at 2104193888 from mobile. We are at your disposal in all the above channels, Monday to Sunday from 07:00 to 23:00.
Am I always entitled to a free shipping?
Yes! The free shipping is valid for all online orders, regardless of the total cost of your basket, the quantity of the products you have selected and the delivery address.
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