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FAQ

AGE VERIFICATION

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.

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

We want to be a responsible organisation, which means we strive to ensure that our devices are not used by anyone under the legal age and the people who are purchasing our devices are over 18, 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.

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.

We are commited to prevent under-aged 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.

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.

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.

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

Phone
0800 810 433

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

Phone
0800 810 433

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

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 via 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.

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

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

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.

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

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

Phone
0800 810 433

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


Phone
0800 810 433

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.

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