IQOS Purchase Frequently Asked Questions

We offer express delivery (within 3 hours) and standard delivery (same day or within 1 to 5 days) depending on the city and the order date and time. The relevant delivery time will be displayed to you at the shipping stage, and on the order confirmation email.

We offer free delivery for orders worth  90 or more. For orders less than  90, a delivery charge of  25 applies. For a limited period of time, Express Delivery fees will be waived for orders worth  90 or more.

We accept the following payment methods: Visa, MasterCard and MADA card.

In addition, you can choose to pay in installments with no interest or fees, by selecting Tabby* at checkout.

*Terms and conditions apply.

Cash payments are currently not accepted.

Your card will get charged once the order has been confirmed online.

Yes, your presence is required to sign the delivery and you need to show your ID to the courier.

If you would like to amend or cancel your order please contact the IQOS Care Team.

Once an order has been shipped, it is not possible to amend or cancel it, and you will need to return the items for a refund or replacement.

The returns policy entitles you to return a purchased item within 7 days from the date of delivery.

Devices must be returned in the original packaging and be unopened.

You can initiate a return order by contacting the CSC via contact.sa@iqos.com.

Refund of devices returned will be initiated once the item has been received in the warehouse and checked for completeness and accuracy

We accept the following payment methods: Visa, MasterCard and MADA card. In addition, you can choose to pay in installments with no interest or fees, by selecting Tabby* at checkout. *Terms and conditions apply. Cash payments are currently not accepted.

Yes, your presence is required to sign the delivery and you need to show your ID to the courier.

Your card will get charged once the order has been confirmed online.

If you would like to amend or cancel your order please contact the IQOS Care Team. Once an order has been shipped, it is not possible to amend or cancel it, and you will need to return the items for a refund or replacement.

The returns policy entitles you to return a purchased item within 7 days from the date of delivery. Devices must be returned in the original packaging and be unopened. You can initiate a return order by contacting the CSC via contact.sa@iqos.com. Refund of devices returned will be initiated once the item has been received in the warehouse and checked for completeness and accuracy

When you arrive at your selected store, the IQOS CLICK & COLLECT area will be clearly signposted. One of the store’s staff will greet you and then check the order confirmation email or SMS with your order’s QR code or your order’s ID respectively. Please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you for ID check. The staff will then retrieve your order details and will ask you to confirm the items you’ve purchased with the IQOS CLICK & COLLECT option. At that time, you will receive on your mobile phone an OTP (One Time Password) that you will need to share with the store’s staff in order to complete your pick-up. At the end, the store’s staff will link your purchased device to your iqos.com account, so that you can benefit from the IQOS Care Plus services, and will then hand your order over to you. During the collection of your order, please don’t forget to have with you an official identification document, the order confirmation email or SMS from IQOS with your order’s QR code or your order’s ID respectively, and the mobile phone number you’ve registered on your iqos.com account. Please have in mind that you need to collect the order yourself, and not through any representative of yours.

The store’s staff can help you retrieve your order at the collection point with your registered phone number (the mobile phone number you’ve registered on your iqos.com account). When you arrive at your selected store, the IQOS CLICK & COLLECT area will be clearly signposted. One of the store’s staff will greet you, and get your mobile phone number. Please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you for ID check. The staff will retrieve your order details and will ask you to confirm the items you’ve purchased with the IQOS CLICK & COLLECT option. At that time, you will receive on your mobile phone an OTP (One Time Password) that you will need to share with the store’s staff in order to complete your pick-up. At the end, the store’s staff will link your purchased device to your iqos.com account, so that you can benefit from the IQOS Care Plus services, and will then hand your order over to you. During the collection of your order, please don’t forget to have with you an official identification document and the mobile phone number you’ve registered on your iqos.com account. Please have in mind that you need to collect the order yourself, and not through any representative of yours.

Yes, this is a complementary service offered to IQOS adult customers. All IQOS CLICK & COLLECT orders are collected free of charge.

Please make sure you have the following with you when collecting your IQOS CLICK & COLLECT order at the store. An official identification document, such as Saudi ID card/Resident ID card/Driving License/ Passport, so that your identity and age can be verified. The mobile phone number you have registered on your iqos.com account, because an OTP (One Time Password) message will be sent to it while you’re at the store, which you’ll need to provide to the store’s staff for the completion of the pick-up. The order confirmation email or SMS from IQOS, or the order’s ID number. Please have in mind that you need to collect the order yourself, and not through any representative of yours.

No, there is no minimum order value required for the IQOS CLICK & COLLECT option when you shop on iqos.com. However, not all IQOS products are part of this option currently. We continue to listen to our IQOS adult customers and we will do our best to match the assortment according to their needs.

As we are currently testing this service with our IQOS adult customers, we have included a predefined assortment of IQOS products in the IQOS CLICK & COLLECT option, and not the total range. However, rest assured that we made sure to include a very good mix of the IQOS portfolio options and these are the following: IQOS 3 DUO Warm Copper Limited Edition IQOS 3 DUO System Stellar Blue IQOS 3 DUO System Brilliant Gold IQOS 3 DUO System Velvet Grey IQOS 3 DUO System Warm White IQOS 3 DUO Holder Stellar Blue IQOS 3 DUO Holder Brilliant Gold IQOS 3 DUO Holder Velvet Grey IQOS 3 DUO Holder Warm White If you wish to order IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can always that they get delivered to an address of your choice during checkout and as per the standard process, if delivery is available in your city.

No, your order will be processed in full. You should choose one of two ways of receiving it during checkout: (1) either delivery to an address of your choice, (2) or collection at the store of your choice out of certain predefined store options.

When you shop on iqos.com, you will be given the IQOS CLICK & COLLECT option at checkout, where you’ll also be asked to select the store of your choice among the below choices: Eastern Region: Al Hofuf – Tamimi Hassa Al Khobar – Tamimi Khuzama Dammam – Tamimi Khaleej Jubail – Tamimi Jubail Ras Tanura – Farm Ras Tanura Qatif – Farm Qatif Central Region: Arar – Farm Arar Hafer Al Batin – Tamimi King Faisal Hail – Lulu Hail Khafji – Farm Khafji Al Jawhra Riyadh - Tamimi Nakheel Riyadh - Tamimi Nuzha Riyadh - Tamimi Rawdah Sakaka – Farm Sakaka Tamimi – Tamimi Unayzah We continue to add more locations to our IQOS CLICK & COLLECT service network – please stay tuned.

You can collect your order at any time during the selected store’s operating hours. The order will remain valid for 7 days from the date of purchase.

The IQOS CLICK & COLLECT orders will remain valid for 7 days from the date of purchase. If you don’t collect your order within this timeframe, then it will be considered cancelled and you will be refunded accordingly.

If you're unable to collect your order within 7 days from the date of purchase, then your order will be automatically cancelled and you will be refunded accordingly. Terms and Conditions apply.

Unfortunately you cannot amend your order at that point. But if you have changed your mind about the purchase, you can easily cancel your order on iqos.com or at the store and place a new one. Refund terms and conditions will apply if you proceed with the cancellation of the order.

There are two ways to cancel your IQOS CLICK & COLLECT order: 1. Contact the IQOS Care team on 8008500017 and they will assist you. 2. At the selected store the retailer can assist you with the order’s cancelation. You will need to inform the store’s staff and they will trigger the cancellation process accordingly. Once the cancellation is triggered, an OTP (One Time Password) message will be automatically sent to your mobile phone and you will be asked to share that OTP with the store’s staff for final confirmation. Have in mind that if you do not collect the order within 7 days, auto cancellation is triggered. Refund terms and conditions apply.

No. IQOS adult customers can only place an IQOS CLICK & COLLECT order when shopping online on iqos.com, by selecting that option at checkout.

Unfortunately not. Only the IQOS adult customer who purchased the IQOS products online on iqos.com can visit the selected store and collect the order. For the collection at the store, please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you so that your identity and age can be verified.

The invoice will be mailed to your registered email address within 24 hours upon the collection of your order. If you do not receive it within 24 hours since the order’s collection, please contact the IQOS Care team for assistance.

At this time we do not have the possibility to redirect your order to a delivery via courier. What you can do however is to cancel this IQOS CLICK & COLLECT order and place a new one on iqos.com, for which you can choose the option of delivery to your address via courier at checkout. Please note that we cannot guarantee that the same IQOS products of your choice will be in stock for your new order, therefore please check on iqos.com their availability prior to proceeding with the cancellation. To cancel your IQOS CLICK & COLLECT order, you may use one of the two cancellation options mentioned in the FAQ. Refund terms and conditions will apply if you proceed with the cancellation of the order.

Yes, the Tabby payment option is available for use on orders with the IQOS CLICK & COLLECT option. Please refer to Tabby Payment Option FAQs for more details.

The location detection has been enabled to assist you in seeing the IQOS CLICK & COLLECT stores closest to your location. You can choose to not provide your permission. Please note that in this case the IQOS CLICK & COLLECT store list closest to you will not appear.

Unfortunately this is not possible. The IQOS CLICK & COLLECT stores are collection points for the orders placed and do not have the ability to amend an order. Any changes you wish to make to your order will have to be done by placing a new order and cancelling the existing one. Please note that we cannot guarantee that all your chosen IQOS products will be in stock at the time that you decide to place a new order, so make sure you check their availability on iqos.com prior to the cancellation.

If you wish to order HEETS or IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can choose that they get delivered to an address of your choice during checkout,if delivery is available in your city.

There is a predefined assortment of IQOS products in the IQOS CLICK & COLLECT option, and not the total range. These are the following: IQOS 3 DUO System Stellar Blue IQOS 3 DUO System Brilliant Gold IQOS 3 DUO System Velvet Grey IQOS 3 DUO System Warm White If your order does not include the IQOS products above, then the IQOS CLICK & COLLECT option is not available. If you wish to order IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can always choose that they get delivered to an address of your choice during checkout and as per the standard shipment process.

The IQOS CLICK & COLLECT service introduced on iqos.com is now available in the following cities and areas: Eastern Region: Al Hofuf – Tamimi Hassa Al Khobar – Tamimi Khuzama Dammam – Tamimi Khaleej Jubail – Tamimi Jubail Ras Tanura – Farm Ras Tanura Qatif – Farm Qatif Central Region: Arar – Farm Arar Hafer Al Batin – Tamimi King Faisal Hail – Lulu Hail Khafji – Farm Khafji Al Jawhra Riyadh - Tamimi Nakheel Riyadh - Tamimi Nuzha Riyadh - Tamimi Rawdah Sakaka – Farm Sakaka Tamimi – Tamimi Unayzah We continue to add more locations to our IQOS CLICK & COLLECT service network – please stay tuned.

Of course. All return items will need to be collected from your location by our courier partner. All return items must be returned in the original packaging and be unopened. Once the item is collected and verified for completeness, refund terms and conditions will apply.

Tabby is a simple and convenient payment option that allows you to buy IQOS products from IQOS.com and pay later in monthly installments with no interest or fees provided that you are qualified to use Tabby services and subject to the terms and conditions of Tabby. Note that the Tabby payment option is only available at checkout with orders that include the IQOS 3 DUO System or the IQOS Collection.

Simply select Tabby at checkout and confirm your purchase with a 4-digit SMS PIN sent to your mobile. You can pay using any credit or debit card.

Delivery timings are not affected by the payment method. Standard procedures apply.

If you would like to cancel your order, please contact the IQOS Care Team. Once an order has been shipped, it is not possible to amend or cancel it, and you will need to return the items for a refund or replacement. The returns policy entitles you to return a purchased item within 7 days from the date of delivery. Devices must be returned in the original packaging and be unopened. General terms of sale apply.

After the IQOS Care Team processes and confirms your cancellation, your refund will be reflected on card. Depending on your bank, it may take up to 20 days for the refund to appear on your card statement.

No interest or additional fees will be applied to your order amount. Note that this excludes late fees.

You will receive an email and SMS notification from Tabby when your monthly payment is due. You can also see all your upcoming due payments in your Tabby account.

Once you have completed the checkout process and made your first payment with Tabby, your Tabby account will automatically be created, and a notification email and SMS will be sent to you. Your Tabby account will be linked to your mobile number and email address.

Installment payments will need to be made on or before the required due date through your Tabby account. You will be notified prior to the installment due date through email and SMS. You can also choose pay for your purchases before the due date by simply logging into your Tabby account and making a secure payment with either a debit or credit card.

Yes, but you will need to contact Tabby on +966 11 520 2646 to update your Tabby account information.

If you miss a payment, unfortunately, you will not be able to make any further purchases with Tabby until your overdue payment is settled. A late fee of  15 is charged 15 days after you have missed your monthly installment payment. If you have not repaid for another two weeks, an additional late fee of  30 is applied, and in 4 weeks after your initial due date, another  60 will apply.

Payments are split into monthly installments over 3 or 6 months. If your order is less than  500, the 3-month installment option will be available only. If your order is  500 or above, the 6-month installment option will also be available for you to choose.