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FAQ

IQOS REWARDS

IQOS REWARDS is the IQOS loyalty programme. It is aimed at adult IQOS users and is a way to earn and spend IQOS Dollars. IQOS Dollars are earned based on buying selected IQOS products or participating in selected activities.

To join IQOS REWARDS:

  • you must be an IQOS user aged 18 years and over;
  • you and your device must both be registered at nz.iqos.com and;
  • you must reside in New Zealand where IQOS REWARDS is available.

To join IQOS REWARDS online, you need to:

  • sign up or log in to your IQOS account;
  • click on the IQOS Rewards icon and;
  • click on Start Earning.
By following these short steps, you accept the IQOS REWARDS terms & conditions and any other notices relating to your enrolment into IQOS REWARDS.

To join IQOS REWARDS in store:

  • let the team know that you would like to join IQOS Rewards;
  • If you are an existing customer, the team will help you register to the programme via our website in-store, where you will be able to view and accept the programme’s terms and conditions
  • If you are a new customer the team will create your account in-store and then register you into the programme via our website, where you will be able to view and accept the programme’s terms and conditions
  • Once signed up, the team will give you your loyalty card and register this to your account.
  • Once you register for IQOS REWARDS, whether that’s online or in store, you’ll receive an e-mail confirming your enrolment.

    *Please note, if you haven’t already registered with us, you will need to verify your age. You can find out what you need to bring for age verification here.

By joining IQOS REWARDS, you agree that you wish to enrol into IQOS REWARDS and that you accept the programme terms and conditions.

You can find full details of the IQOS REWARDS terms and conditions here.

The personal information collected from you in connection with IQOS REWARDS will be treated and used in accordance with PMI Consumer Privacy Notice.

Once you have registered for IQOS Rewards, you will be eligible to earn IQOS Dollars. Earning IQOS Dollars is based on sign-up activity and purchases on selected products (excluding tobacco sticks). These activities and purchases need to be completed on the IQOS website or in IQvape stores.

One IQOS Dollar is the same value as NZ$1 and can only be redeemed against your next purchase.

You can start redeeming your IQOS Dollars when you have reached a minimum balance of 5 IQOS Dollars (or NZ$5). IQOS Dollars need to be redeemed in multiples of $5 value.

IQOS Rewards can only be used on the IQOS website and in IQvape stores.

Please note, you can only redeem your IQOS Dollars on selected products (excludes tobacco sticks) and they cannot be used in conjunction with any other promotion or offer.

When you sign up for IQOS Rewards, you are eligible for 5 IQOS Dollars. This is a one-off offer available on sign-up only.

We calculate the IQOS Dollars earned on every purchase based on a minimum value of 5% of the Retail Selling Price. Please note: tobacco sticks are excluded from the IQOS Rewards programme.

From time to time, we may offer a special promotion where you can earn more than 5%.

If you’re shopping online, you’ll be able to see how many IQOS Dollars you could earn when you click on a product.

If you’re shopping in store, you’ll find the IQOS Dollars you could earn on the price list.

It may take up to 24 hours for your IQOS Dollars to be credited to your account, based on the eligible activities or earning actions that you complete.

You can check your membership status and your IQOS Dollars at any time on your account page. Simply log into your account and go to “my account” section.

It may take up to 24 hours for your IQOS Dollars to be credited to your account, based on the eligible activities or earning actions that you complete.

If you have concerns that the IQOS Dollars for a specific activity were not properly credited to your IQOS REWARDS member account, please get in touch with our Customer Care team. You can reach us on one of the options below:

Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)

Email: contact@iqos.co.nz

Live chat: Click on the black chat icon at the bottom right of this page to get in touch (Monday to Friday 9AM to 6PM).

Your IQOS Dollars will expire 12 months after you have earned them.

If you decide you no longer want to be part of IQOS REWARDS, you may cancel your membership at any time.

You can either click the Unsubscribe button in your profile or contact our Customer Care team to take care of this for you. You can reach us on one of the options below:

Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)

Email: contact@iqos.co.nz

Live chat: Click on the black chat icon at the bottom right of this page to get in touch (Monday to Friday 9AM to 6PM).

If you cancel your membership, you forfeit any IQOS Dollars you may have earned during your participation in IQOS REWARDS.

If you rejoin IQOS REWARDS after cancelling your membership, you will start with a zero balance.

No, your membership remains active until it is cancelled/terminated by you or we cancel/terminate your membership.

If, for any reason, your membership was terminated, you can re-enrol into IQOS REWARDS at any time.

If you register via IQOS website you will not receive any physical card, as your details will be recorded digitally. However, if you would like to have a physical card, visit one of our IQvape stores or please contact our Customer Care team and they can arrange this for you.

If you sign-up for IQOS REWARDS via one of our IQvape stores, you will receive a card straight away.

Should you have any issues with your card, please visit your nearest IQvape store or contact our Customer Care team. .

You can reach Customer Care on one of the options below:.

Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)

Email: contact@iqos.co.nz

Live chat: Click on the black chat icon at the bottom right on this page to get in touch (Monday to Friday 9AM to 6PM).

Alternatively, you can find your closest store here.

If you have concerns that the IQOS Dollars for a specific activity were not properly credited to your IQOS REWARDS member account, please get in touch with our Customer Care team. You can reach us on one of the options below:

Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)

Email: contact@iqos.co.nz

Live chat: Click on the black chat icon at the bottom right of this page to get in touch (Monday to Friday 9AM to 6PM).

No, IQOS Dollars are non-transferable, so cannot be shared with or gifted to another IQOS user.

Yes, you will be eligible for IQOS Dollars once payment has been made. Please note, it may take up to 24 hours for your IQOS Dollars to be credited to your account. Please note that it might take up to 24 hours for your IQOS Dollars to be credited to your account.

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