Frequently Asked Questions

1. What is the difference between TEREA origins?

TEREA products are manufactured to maintain the same stick format and compatibility with IQOS ILUMA devices. However, variations between origins may include flavour selections, tobacco blends, packaging designs, labelling languages, and regional pricing. Product availability and specifications may differ depending on the market of origin.

2. Which devices are compatible with TEREA sticks?

TEREA sticks are specifically designed for use with IQOS ILUMA devices, which feature SMARTCORE INDUCTION SYSTEM™ technology. They are not compatible with previous-generation IQOS devices that use a heating blade. Always ensure that you are using the correct consumables for your device.

3. Can I return or exchange a carton?

Returns and exchanges are subject to our applicable return policy and local regulations. For hygiene, safety, and product-quality reasons, opened or damaged packaging may not be eligible for return. If you receive an incorrect, defective, or damaged product, please contact our customer support team with your order details for assistance.

4. How can I verify that the cartons are genuine?

We take product authenticity seriously. Customers should check the original packaging, manufacturer labels, product identification details, and applicable authenticity verification features. We recommend purchasing only from reliable, verifiable sources. If you have concerns about a product's authenticity, please contact our customer support team before using it.

5. How long does delivery take?

Delivery times depend on your location, order confirmation, product availability, and courier operations. Once your order has been dispatched, you will receive the relevant delivery or tracking information, where available. Our team will assist you with any delivery-related enquiries or unexpected delays.

6. Is iQoszone.ae an official IQOS store?

iQoszone.ae is an independent retail website and should not be considered an official IQOS-operated website unless an authorized relationship can be independently verified. IQOS is a trademark of its respective owner. We recommend that customers verify retailer authorization and product information before making a purchase.

Ordering & Payment

I haven't received my order. What should I do?

Check the email you received after placing your order. It should contain information about the status of your order and the expected delivery date.

I received my order after getting a refund. What can I do?

Keep the product in its original packaging along with all documents confirming the purchase and refund. You will need this for further communication with the seller and the payment system.

If the resolution time for the dispute is excessively prolonged, and you prefer not to wait, what actions should be taken?

If all other options fail, you may need to consider taking legal action. This can be a lengthy and costly process, so it's important to weigh the potential benefits against the risks and costs.

When will I receive my order?

Track the status of your order: Woodmart marketplace provides the ability to track the status of an order by tracking number.

What if the package is held by customs?

If the contents of the parcel are suspicious to customs officers (for example, many identical goods), it may be further checked.

After sales

What if the package is held by customs?

If the contents of the parcel are suspicious to customs officers (for example, many identical goods), it may be further checked.

When will I receive my order?

Track the status of your order: Woodmart marketplace provides the ability to track the status of an order by tracking number.

I haven't received my order. What should I do?

Check the email you received after placing your order. It should contain information about the status of your order and the expected delivery date.

I received my order after getting a refund. What can I do?

Keep the product in its original packaging along with all documents confirming the purchase and refund. You will need this for further communication with the seller and the payment system.

If the resolution time for the dispute is excessively prolonged, and you prefer not to wait, what actions should be taken?

If all other options fail, you may need to consider taking legal action. This can be a lengthy and costly process, so it's important to weigh the potential benefits against the risks and costs.

Refund

I received my order after getting a refund. What can I do?

Keep the product in its original packaging along with all documents confirming the purchase and refund. You will need this for further communication with the seller and the payment system.

I haven't received my order. What should I do?

Check the email you received after placing your order. It should contain information about the status of your order and the expected delivery date.

What if the package is held by customs?

If the contents of the parcel are suspicious to customs officers (for example, many identical goods), it may be further checked.

If the resolution time for the dispute is excessively prolonged, and you prefer not to wait, what actions should be taken?

If all other options fail, you may need to consider taking legal action. This can be a lengthy and costly process, so it's important to weigh the potential benefits against the risks and costs.

When will I receive my order?

Track the status of your order: Woodmart marketplace provides the ability to track the status of an order by tracking number.