Orders - FAQs

You can find it in official IQOS stores and islands in majority cities across Lithuania, online at www.IQOS.lt, in "Baltic Petroleum", "Viada", "Circle K" gas stations and "Narvesen" shops.

In case you ordered your IQOS through the e-commerce, the order will be delivered in two days. If your order was delayed, please contact our customer care center or visit the nearest IQOS store.

IQOS device or other high-quality products bought in IQOS shops or the e-shop can be returned within 14 days without stating any specific reason.

Return of the proper quality Product purchased at the official physical IQOS store:

• This Chapter governs the return of the Products purchased at the official IQOS stores (for the Products purchased at one of our partner stores, the list of which is available here.
• The Products purchased at the official physical IQOS stores may be returned at the official IQOS stores or via courier.
• The Products purchased at the physical IQOS store are accepted back only if they are unpacked, in their original packaging (protective films of the products and their packaging are intact) and not used.
• When returning the Products, we will ask you to complete an application with the following information: receipt number, date, product, price, date of purchase, etc. The price of the Product paid will be refunded in cash at the time of refund.
• If you would like to return the Product purchased at the physical IQOS store via courier, contact us by e-mail at info@iqos.lt or by calling our toll-free Customer service centre at +370 800 200 90 stating that you would like to place a return order. We will provide you with an electronic application form upon receipt of your request. After completing this form and following the instructions provided by us, you will have to send the item and documents (filled in request with detailed information and purchasing documents) to the indicated address at your own expenses. In such a case, the price paid for the Product will be credited to the bank account you specify (the bank account holder must be the same as the person filling out the refund form) within 14 calendar days of confirmation that the Product has been received and is in proper conditions, i.e. no damage, defects, cases of use, unchanged parts, identification number of the purchased and returned Product are identified, the Product is returned in its original intact packaging with all accessories and documents, etc.

Return of the proper quality Product ordered online and delivered by courier:

• The Products you want to return cannot be used and must be returned in the original packaging with all accessories (wires, chargers, etc.) and documentation (instructions, etc.).
• If you would like to return the Product delivered by courier via courier, contact us by e-mail at info@iqos.lt or by calling our toll-free Customer service centre at +370 800 200 90 stating that you would like to place a return order. We will provide you with an electronic application form upon receipt of your request. After completing this form and following the instructions provided The Product ordered online and delivered by courier may be returned via courier or returned to the official physical IQOS stores.
• By us, you will have to send the item and documents (filled in request with detailed information and purchasing documents, etc.) to the indicated address at your own expenses. In such a case, the price paid for the Product will be credited to the bank account you specify (the bank account holder must be the same as the person filling out the refund form) within 14 calendar days of confirmation that the Product has been received and is in proper conditions, i.e. no damage, defects, cases of use, unchanged parts, identification number of the purchased and returned Product are identified, the Product is returned in its original packaging with all accessories and documents.

Return of the proper quality Product ordered online and collected from the partner store:

• This Chapter governs the return of the Products ordered online and collected from our partner stores (the list of the partner stores is available here. The Products purchased at the official IQOS stores may be returned in accordance with the procedure set forth in Clause 3 above).
• The Products ordered online and collected at the partner store may be returned only to the same store from where they were collected and where payment was made.
• The Products you want to return cannot be used and must be returned in the original packaging with all accessories (wires, chargers, etc.) and documentation (instructions, etc.).
• If you return the Product at the partner stores, we will ask you to complete an application by providing details (receipt number, date, product, price, date of purchase, etc.). The paid amount will be refunded to you in cash.
• You can find out more about the terms for returning high-quality products in the Purchasing terms and conditions of this website.
• You can get more information by sending a personal message to us on Facebook or at the e-mail address info@iqos.lt, or by calling toll-free IQOS Customer Care phone number 8 800 200 90, or visiting the nearest IQOS shop.
• If you have any other questions – e.g. in relation to IQOS warranty and its terms or other services provided by us – we kindly ask you to contact us as specified above.
• If you are not sure if IQOS is for you, you can try it before you buy it. You can find more information here.

Call customer care center or visit the nearest IQOS store. Contact IQOS Customer care center for free:
• By writing a personal message on Facebook (IQOS Lietuva) page,
• By calling 8 800 200 90 (I–V 8:00-22:00, VI-VII 9:00-20:00),
• Via info@IQOS.lt