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Shipping And Delivery Policy

Last updated: July 2026

1. Where We Deliver

IQOS Dubai is based in Dubai and provides delivery services across Dubai and, where available, to other locations within the UAE.

Delivery availability and estimated delivery times may vary depending on your location, order confirmation time, traffic conditions, product availability, and other circumstances that may affect the delivery route.

For customers in Dubai, we aim to process and deliver orders as quickly as possible. Delivery times may vary depending on the area and the time your order is confirmed.

For customers outside Dubai, delivery availability and estimated delivery times will depend on the destination and the available delivery service.

Any delivery estimate provided at checkout or by our team is an estimated timeframe and should not be treated as a guaranteed delivery time unless specifically confirmed by us.

2. Delivery Charges

Delivery charges depend on the order value, delivery location, and the delivery service selected.

Where free delivery is available, the applicable minimum order value will be clearly communicated on our website or at checkout.

For orders that do not qualify for free delivery, the applicable delivery charge will be shown before you complete your purchase.

If an express or other delivery option is available for your location, its applicable charge and estimated delivery timeframe will be communicated before or during checkout.

We aim to ensure that there are no unexpected delivery charges added after your order has been confirmed.

3. Payment

Depending on your location and the payment options available at the time of ordering, we may offer:

  • Cash on delivery, where you pay the delivery representative when your order arrives
  • Card payment, where available through our accepted payment methods

Available payment methods may vary depending on your location, order, and checkout options.

4. Order Confirmation and Updates

Once your order has been placed, we may confirm your order through email, SMS, WhatsApp, or another available communication method.

Our delivery team may contact you before arriving to confirm your location and ensure that someone is available to receive the order.

Please keep the phone number provided with your order accessible so that our delivery team can contact you if necessary.

If we are unable to reach you or confirm the delivery location, your delivery may be delayed or rescheduled.

5. Age Verification at Delivery

We supply nicotine and tobacco products only to customers who meet the applicable minimum age requirement.

For age-restricted orders, our delivery representative may request a valid Emirates ID, passport, or other acceptable government-issued identification before handing over the order.

If your age cannot be verified, we may refuse to release the order.

Identification is checked for age-verification purposes and is not retained by the delivery representative.

Please refer to our Age Policy for more information about age verification and our requirements for age-restricted orders.

6. Delivery Address

Please make sure that the delivery address and contact number provided during checkout are complete and accurate.

For security and order verification purposes, we generally deliver orders only to the address provided when the order was placed. Once an order has been dispatched for delivery, changing the delivery address may not be possible.

If you are located in an apartment building, residential tower, hotel, office building, gated community, or other property with restricted access, please provide relevant details such as the building name, tower number, apartment or office number, entrance, or security instructions where appropriate.

Providing accurate delivery information helps prevent unnecessary delays.

7. Checking Your Order on Arrival

We recommend checking your order when it arrives and, where possible, before the delivery representative leaves.

Please check:

  • The product, flavour, and edition to make sure you received what you ordered
  • The quantity of products received
  • The condition of the packaging and seals

Some genuine imported editions may have packaging printed in languages other than English or Arabic, including Japanese, Indonesian, Armenian, Kazakh, or Russian. Different packaging languages may be normal for imported editions and do not, by themselves, indicate that a product is counterfeit, damaged, or defective.

If you receive an incorrect, damaged, or visibly opened product, please inform the delivery representative where possible and contact us immediately so that we can review the issue.

8. Damaged, Incorrect, or Missing Items

If you discover a problem with your order after delivery, please contact us within 24 hours of receiving the order.

To help us investigate the issue, please provide:

  • Your order number
  • A clear description of the problem
  • Photos showing the product and packaging
  • A short video where necessary, particularly for device-related issues

We will review your claim and, where applicable, arrange a replacement, refund, or other appropriate resolution in accordance with our Refund Policy.

For urgent delivery-related matters, WhatsApp is generally the fastest way to reach us.

9. Product Storage After Delivery

Once your order has been delivered, store tobacco and nicotine products appropriately to help maintain their quality.

Keep packs:

  • Away from direct sunlight
  • Away from excessive heat
  • In a cool and dry place
  • Out of the reach of children and pets

Avoid leaving tobacco products or electronic devices inside a parked vehicle, particularly during hot weather, as excessive heat can affect product quality and electronic components.

If your order includes an IQOS or other electronic device, follow the manufacturer’s storage, charging, and operating instructions. Do not expose the device to temperatures outside its recommended operating or storage range.

10. Delivery Delays and Unforeseen Circumstances

While we aim to deliver orders within the estimated timeframe provided, delivery may occasionally be affected by circumstances outside our reasonable control.

These may include:

  • Heavy traffic
  • Road closures or access restrictions
  • Severe weather conditions
  • Incorrect or incomplete delivery information
  • Customer unavailability
  • Building or security access restrictions
  • High order volumes
  • Product availability issues
  • Delivery service disruptions

If a significant delay occurs, we will make reasonable efforts to contact you and provide an updated delivery estimate where possible.

11. Contact Us

If you have questions about your delivery, order status, delivery charges, or any issue with an order, please contact IQOS Dubai:

IQOS Dubai
Address: Suite 601, Business Center – Warsan First – Dubai International City – Dubai – United Arab Emirates
Call / WhatsApp: +971 50 242 0254
Email: order@iqos-dubai.ae
Website: https://iqos-dubai.ae/

For urgent delivery issues, WhatsApp is generally the quickest way to contact us.