Shipping and Return

Delivery information and Returns Policy

Deliveries by courier:

At the time of the delivery of your order, Cassandra Trading will ship your order with the courier company and you will receive an e-mail with the delivery number; the e-mail will contain a related link to the website, so that you may follow the progress of the Customer’s delivery.

There are two delivery options.

1. Home Delivery 2. Pick up from ACS store Rules of Delivery:

Orders which have been submitted on a business day, will be delivered on the next 1-5 business days. (home delivery or at pick up store).

Customers which are outside the home delivery area have the capability to pick up their order from any ACS pick up point they choose, which can be selected at the order’s checkout page.

If you wish to change the delivery place/address of your order after you have submitted it, you can make the change by calling the collaborated courier company (77777373).

You can always track your online order through

Notification of dispatch of delivery

During the delivery of your order, you will receive a notification on your mobile phone with the courier delivery number.

It should be noted that the date and the delivery process may be changed for any possible force majeure reasons and/or any other event beyond the control and the influence of Cassandra Trading LTD. In this case, IQOS Customer Care will inform the consumer accordingly.

Attention : To collect the delivery, you must produce your identity card. Only the person who submitted the order may collect the delivery.

For clarifications or additional information, please call the switchboard at: 800 088 03 (free of charge)

Returns Policy

Cassandra, securing its Customers even further, in addition to the legal right to rescission within 14 days, will accept the return of a product, provided that the Product is returned within 14 days from the time when the c ustomer finalizes the order and, therefore, has received the invoice.

In case the customer wishes to return a product, he/she must visit an IQOS store within 14 days.

For a return to be accepted, the Product sent by the Customer to be delivered by Cassandra must (cumulatively):

  • Βe in the condition in which it was when received
  • Ιf its initial packaging has been opened, it must be intact, without any damage and tears, and it must be returned, along with the Product, be full
  • Βear with it all the documents that accompanied the product. In the event that the Product is not accompanied by its documents, Cassandra will not be able to identify the product with a specific order
  • In case of purchasing more than one devices, only the first one can be returned, within the 14 day period. In the event of the first device already been swapped, there can be no claim for Money Back

  • A customized product (e.g. identifying initials have been overtly inscribed, the IQOS base contains a different lid from the original lid of the packaging, etc.) may not be returned on the grounds of rescission or an additional right to return.

    Also, HEETS are not allowed to be returned

    In the event that the order concerned more than one products and only part thereof is returned, or only part thereof meets the conditions above, it goes without saying that the money returned will correspond to the part of the Products duly returned.

    The Customer expressly agrees that Cassandra will return the money by cash during the return process.

    Returns are not permitted at any IQOS resellers.