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FAQ

AGE VERIFICATION

Who will my ID information be shared with?

Your ID information is shared with our contracted third-party database provider (through our website) for verification purposes only.

They will verify that your identification is current and valid by referencing it against government provided databases in supported countries. Your information will be encrypted to ensure confidentiality, and will be deleted after 24 hours.

Your data will be shared between us, the third-party identification verification software and the database belonging to the government that issued your identification.

Can you give me an assurance the data will not be misused?

We implement appropriate technical and organisational measures to protect personal information that we hold from unauthorised disclosure, use, alteration or destruction.

Some of these measures include encryption and other technologies that assist in securing the information you provide.

We also require our service providers to comply with strict data privacy requirements. The European Union's General Data Protection Regulations (GDPR) is our global standard of privacy practice and we hold our partners to this standard as well. You can read more about our privacy notice here

I am buying this as a gift for my friend, why do I need to go through ID verification?

We want to be a responsible organisation, which means knowing that both the people who are using our devices and the people who we are selling them to are over 18.

We strive to ensure that none of our devices are sold to anyone under the legal age, even if they are purchasing as a gift for someone else. We take this responsibility seriously and have implemented this process to raise the standard across the industry.

I am happy to show you my ID / passport, but I am not happy for you to collect my details.

We do not keep your ID information apart from your name and date of birth which is mandatory for account registration.

Your ID information is not held by us, and is provided straight through our website to our contracted third-party database provider who verifies it by referencing against government provided databases. Your information will be encrypted to ensure confidentiality, and will be deleted after 24 hours.

Why do I need to complete age verification?

We are commited to prevent underaged access to IQOS devices and we take this responsibility very seriously.

This process ensures that all our customers can produce a valid form of government-issued identification which is verified before they can purchase devices.

We've done everything we can to make sure that this is as simple as possible for those above the legal age, and we hope that you'll support us in preventing and deterring youths from purchasing our devices.

What is the benefit for me to complete this process?

By completing this age-verification process, you are helping us ensure that minors under the age of 18 cannot access or purchase our devices.

It is our goal that this process becomes a standard across the industry to protect our youth.

Other vaping products do not require me to verify my identity - why should I complete this process with IQOS?

While we can't speak for others, we are implementing this process to deter and prevent anyone under 18 from purchasing our devices. We do everything we can to make this as simple as possible for those above the legal age, and we welcome suggestions to help us continuously improve them.

The system says that I have reached my "retry limit" - what and why is that?

No. Once the maximum attempts (five) to verify your ID information is reached, your account will be locked.

Please contact our Customer Care team for assistance from Monday - Friday, 9AM - 6PM:

Website Live Chat
Click on black chat icon at the bottom of the web page

Email
contact@iqos.co.nz

Facebook
Send us a private message through our official page: IQOS New Zealand

Phone (Unavailable until further notice due to COVID-19 measures)
0800 810 433

I've attempted and failed five times - will the system allow me to try again after some time?

No. Once the maximum attempts (five) to verify your ID information is reached, your account will be locked.

Please contact our Customer Care team for assistance from Monday - Friday, 9AM - 6PM:

Website Live Chat
Click on black chat icon at the bottom of the web page

Email
contact@iqos.co.nz

Facebook
Send us a private message through our official page: IQOS New Zealand

Phone (Unavailable until further notice due to COVID-19 measures)
0800 810 433

How long is my data kept for?

We do not keep your ID information apart from your name and date of birth which is mandatory for your account registration.

Your ID information is not held by us, and is provided straight through our website to our contracted third-party database provider for validation. The information will be encrypted to ensure confidentiality, and will be deleted after 24 hours.

This is frustrating - I want to purchase the product but I do not want to go through this process.

We have done everything we can to make this process as simple and unintrusive as possible for those who are above the legal age.

We hope that you can support us in preventing and deterring underaged purchases of IQOS devices.

If I purchase again do I need to be verified again?

No. You will only need to be age-verified once for your account, and will not need to complete this process again for future purchases.

How long will this be a requirement for?

This will be an ongoing requirement for all accounts. However, you will only need to validate your age once for your account.

I do not have a New Zealand driver license, can you verify my ID from another country?

We can currently verify ID information from the following countries:

Australia, Cambodia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, Philippines, Singapore and Vietnam.

If your ID is not in the list of supported IDs, please contact our Customer Care team to help you with ID verification. Operating hours: Monday - Friday, 9AM - 6PM

Website Live Chat
Click on black chat icon at the bottom of the web page

Email
contact@iqos.co.nz

Facebook
Send us a private message through our official page: IQOS New Zealand

Phone (Unavailable until further notice due to COVID-19 measures)
0800 810 433

What do I do if my ID is not in the list of supported IDs?

We are working on improving our reach of databases for ID authentication, we apologise for any inconvenience caused.

Please contact our Customer Care team to help you with ID verification. Operating hours: Monday - Friday, 9AM - 6PM

Website Live Chat
Click on black chat icon at the bottom of the web page

Email
contact@iqos.co.nz

Facebook
Send us a private message through our official page: IQOS New Zealand

Phone (Unavailable until further notice due to COVID-19 measures)
0800 810 433

How do I get in touch with Customer Care using Live Chat?

Simply click on the black chat icon at the bottom right of this page to start a conversation with our Customer Care team. A live chat box will pop up for you to input your questions.

Please note that the live chat operates Monday - Friday, 9AM - 6PM.

How do I get in touch with Customer Care on Facebook?

Find us on Facebook by searching IQOS New Zealand.

Once you are on our page, click the blue Send Message button on the top right to start a conversation. Our Customer Care team will respond as soon as possible.

Please note that our Customer Care team is available Monday - Friday, 9AM - 6PM.

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