Welcome to the tobacco shop of k kiosk!

Do you have a question? We are glad to help you. Here you will find all the answers to frequently asked questions. If you have any questions right away, contact our support directly in the chat or using the contact form.


When will my order arrive?

  • The orders are usually delivered within 24 hours (Monday-Friday) when ordered before 3 p.m. If an article is not available at short notice, the delivery can take up to 5 working days. As soon as your order has been sent, you can track them using the mail's shipment link.

I have not received any shipping confirmation. How do I see whether my order has been sent?

  • Please check your spam folder. It can happen that the automatic emails land there. If this is not the case, you are welcome to contact and ask our support via chat.

The tracking link of the post is not working / is invalid

  • The mail number in the link is only activated when the package has been scanned in the post center. This usually happens in the evening. This means that if you follow the shipment before this time, the tracking won't be found.

My order has not arrived. What can I do?

  • You are welcome to contact our support via chat. Please clarify the following points in advance:
    • Is the delivery address correct?
    • Was the package placed at another storage location (e.g. staircase or similar)?
    • Has anyone else received the package (e.g. neighbor)?

What are the delivery conditions?

  • We deliver within 24 hours (Monday-Friday) if the order is made before 3 p.m. If an article is not available at short notice, the delivery can take up to 5 working days. From CHF 160.00 the shipping costs are also offered.

Product availability

When is product XY available again?

  • Most products are available again within a few days. If an article is not available for a long time, it is marked as “sold out” on the website.

Do you also deliver abroad?

  • At the moment we only deliver within Switzerland and Liechtenstein. Unfortunately, delivery abroad is not possible.

Age Check

Why do I have to have my age checked?

  • We take youth protection very seriously. For this reason we need to verify your age briefly before the order can be sent. The good thing is that this only needs to be done once when you register. After that your age is verified and there are no more checks.

What happens with my data?

  • Your data will be processed exclusively, treated confidentially and justified and not passed on to third parties. They are also automatically deleted after a maximum of 60 days.

The scanning of the code for identification does not work

  • If you cannot scan the QR code, you can alternatively send the link via SMS. When scanning the ID, it is important that it is fully recorded, i.e. the front and back. In addition, please check that the pictures are recognizable and sharp. This also applies to your face photo.

Can I get my age in one k kiosk have verified?

  • No, this is impossible. The verification must be done on our website. This happens automatically and only takes a few seconds.


My IQOS device does not work properly / I have questions about use

  • Please contact the IQOS support directly. Experts will be happy to help you here. Tip: Keep the serial number of your device so that you can help you faster.

    WhatsApp: +4179807558
    Telephone & video support: 0800 050 000
    Live chat: https://ch.iqos.com/en/myiqos/get-support