Welcome to the tobacco shop of k kiosk!

Do you have a question? We will be happy to help you. Here you can find all the answers to frequently asked questions. If you have any questions, contact our support directly in the chat or via the contact form.


When will my order arrive?

Orders are usually delivered within 24 hours (Monday-Friday) if ordered by 3:00 p.m. If an article is not available at short notice, delivery may take up to 5 working days. Once your order has been shipped, you will be able to view it using the Swiss Post consignment link.

I have not received a shipping confirmation. How do I see my order has been shipped?

Please check your spam folder. It may happen that the automatic e-mails end up there. If this is not the case, you are welcome to contact our support via chat and ask.

The postal link does not work / is invalid

The Swiss Post tracking number in the link will only be activated once the parcel has been scanned at the post office. This usually happens in the evening. This means that if you follow the shipment before this time, you will not see one.

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?
  • If the package has been stored at a different location (e.g.
    Staircase or similar)?
  • If someone else has received the package (e.g.

What are the delivery conditions?

We deliver within 24 hours (Monday-Friday) if the order is placed by 3:00 p.m. If an item is not available at short notice, delivery may take up to 5 working days. Shipping costs are free of charge from CHF 160.00.

Product availability

When will product XY be available again?

Most of the products are available again within a few days. If an item is not available for a longer period, it is marked as "sold out" on the website.

Do you also deliver abroad?

At the moment we only deliver within Switzerland and Liechtenstein.

Age verification

Why do I have to verify my age?

We take the protection of minors very seriously. For this reason, we need to verify your age briefly before the order can be placed. The good thing is that this only needs to be done once. After that, your age will be verified and there will be no more checks.

What happens to my data?

Your data will be processed exclusively for specific purposes, treated confidentially and lawfully and will not be passed on to third parties. They will also be deleted automatically after a maximum of 60 days.

Scanning 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 completely recorded, ie the front and back. In addition, please check that the images are recognizable and sharp, including your face photo.

Can I get my age verified in a k kiosk?

Unfortunately, this is not possible. Verification must be done through our website. This happens automatically and only takes a few seconds.


My IQOS device isn't working properly / I have questions about the usage

Please contact the support of IQOS directly, where experts will be happy to help you. Tip: Already hold your device’s serial number ready so they can help you faster.

Email: contact.ch@iqos.com
Whatsapp: +41798075558
Phone & video support: 0800 050 000
Live Chat: https://ch.iqos.com/en/services/get-support