Orders - FAQs

To check the status of your order please contact our IQOS contact center (4767 or 0800 507 807) and tell your order number.
You can return IQOS / lil SOLID and accessories within 14 days from the date of purchase if they have not been used, the presentation and functional properties of the product have been saved. Products must be fully loaded: box, cleaning tool, USB cable, power adapter.
HEETS and Fiit are non-refundable.
Refunds are made in the same way as the payment was made (in cash or non-cash payment). Money on the card is returned within 3-7 days from the date of receiving the Application for a refund, depending on the bank.

To return orders placed through the site or made in IQOS Space, personnaly visit any official IQOS store and fill an Application for a refund.

To return orders received via Nova Poshta, you must print and fill in an Application for a refund. Get in touch with our Customer Support via phone number 4767 or 0 800 507 807 to place a return order. Send items through Nova Poshta to: Kyiv, Lesi Ukrainky Blvd., 7-B, Philip Morris Ukraine, IQOS:
  • filled application;
  • fully loaded product (p.4 of Terms of return);
  • check;
  • specify the number of return order given by a hotline agent.
Receiving and sending by Nova Poshta is at the expense of the company.
There are several ways to get your order. The options will automatically be pulled up for you to choose when placing an order.

The following are currently available:
  1. Express delivery in 3 hours. Available in 26 cities of Ukraine from 10:00 to 22:00 without days off. In order to receive accurately an order on the same day, you need to place it before 18:30.
    Delivery is free for all orders from 248 UAH. With an order under 248 UAH, delivery costs 50 UAH.
  2. Courier delivery from Nova Poshta. Minimum order amount – 248 UAH. Free delivery.
  3. Delivery to the Nova Poshta branch. Minimum order amount – 248 UAH. Free delivery.
  4. Pick up in IQOS Space. It's free.
Payment parts applies to all products on the site (devices and accessories), except sticks.

To use this service, you sneed to be a PrivatBank client with positive credit limit and activated “Payment parts” service (you can check this in your personal account in the “Credit limit” and “Payment parts” sections).

Service is available for holders of Universal, Universal Gold, elite cards for VIP clients (Platinum, Infinite, World Signia/Elite).
To pay for the order in parts you need to make the following steps:
  1. Add product to cart
  2. Choose payment method – “Pay in parts”
  3. Indicate the number of payments
  4. Pay the first payment (it is without commission)
  5. Enter your email in the specified field. Privatbank will send you an automatically created agreement.

The payment can be divided into 3, 6, 9, 12 parts (1 payment = 1 month). When concluding contract, the amount of the first payment will be debited from the card immediately, the rest of the payments – monthly on the same date.

PrivatBank charges the client a commission of 0.01% if the regular payment is written off from its own funds and 4% if it is written off from credit funds. The first payment is debited without commission.

You can see the payment schedule for the service and the remaining amount to be repaid, as well as early repayment of the loan in Privat24, menu "My accounts" – "Payment parts".
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