SHIPPING & RETURNS
To be read alongside Terms and Conditions.
1. Courier and Delivery Address:
1.1. Philip Morris has appointed third parties to provide courier and logistics services (“Courier”), to fulfil the delivery of orders for this Website.
1.2. The Courier is, in addition to this, responsible for compilation, packaging and billing. The ordered Products will be delivered by the Courier to the User’s delivery address as specified on the order confirmation (“Delivery Address”).
2. Acceptance of delivery and age verification:
2.1. Confirmed orders will in the first instance only be delivered to the Delivery Address.
2.2. You must ensure that you, or a person authorized by you who is over the age of 18 years, is available at the Delivery Address to accept delivery of any Products.
2.3. We (and/or our Courier) may refuse to complete a delivery if we (and/or our Courier) have reasonable grounds to believe that the delivery would have the effect of supplying a Product to persons under 18 years of age.
2.4. We (and/or our Courier) may require a person to provide proof of their age for the purposes of completing age verification. We (and/or our Courier) may assume that the person accepting delivery of the Products at the Delivery Address is authorised by you to accept the Products.
2.5. If no person is present at the Delivery Address to accept the Products, the delivery will not be made.
3. Failed deliveries:
3.1. In the event that delivery has been attempted to the Delivery Address and this has failed, including for age verification, our Courier will attempt to redeliver the Products.
3.2. Where such redelivery is unsuccessful, and you fail to make contact with our Courier or fail to collect the Products in accordance with our Courier’s instructions, the Products will be destroyed two weeks after the stated collection date with no refund or credit.
4. Coulier Delivery costs:
4.1. For orders above $100.00: Free
4.2. For orders below $100.00: AU$35
5. How do I track my order?
5.1. Once your order is picked up from our depot you will receive an email link from DHL or other Coulier where you can live track your order all the way to your door.
6. What if I change my mind about my purchase?
6.1. Sales are governed by New Zealand law so please choose carefully. We do not provide refunds or accept returns if you change your mind after a purchase is made.
7. How do I return my device if broken or goods are faulty?
7.1. If you have issues with your device or with any goods supplied by us, then please contact our customer care team on 1800 476 728.
7.2. In accordance with New Zealand law, we will repair, replace, or exchange as appropriate.
8. How do I claim a warranty replacement?
8.1. If you are having trouble with your IQOS device please call our Customer Care Centre on 1800 476 728 from Monday to Friday between 9:00am and 5:30pm (New Zealand time) for troubleshooting, diagnostic and replacement services.