Privacy policy


1. Introduction

This Privacy Policy applies to all processing of personal data in relation to the online and offline services
and the website and (the Website) owned and operated by Philip Morris
Holland BV (Philip Morris).
Article 5.7 of the Tobacco and Tobacco Products Decree contains specific obligations that apply to Processing operations described in this Privacy Policy that are incompatible with the
aforementioned provision are limited to
Philip Morris respects the privacy of all its customers and users of its Website and takes the protection of
your personal data very seriously. This Privacy Policy informs you about the way Philip Morris collects,
protects, uses and shares your personal data and informs you about your rights with respect to any
personal information we collect and hold about you.
Please read this Privacy Policy carefully. By browsing and using the Website and using the services
(including making orders), you confirm that you have read, understood, and accepted this Privacy Policy.
We may amend this Privacy Policy from time to time. You can always access the latest version of this
Privacy Policy on the Website.
All personal data obtained in the context of this Website or services you request from Philip
Morris is collected and further processed in accordance with Dutch Data Protection Act
(DDPA), from 25 May 2018 the General Data Protection Regulation (GDPR) and other
applicable laws and regulations regarding the collection, using and protection of personal data. 

2. What information do we collect

Philip Morris collects certain personal data relating to you when you visit our Website. We may
collect and process the following data about you:

Visiting the Website
We are legally required to perform age verification when you order our products. For that reason, we ask you to confirm that you are 18+ as soon as you visit the Website. Only once we have verified that you are 18+, we will allow you to access the Website.

Further, you are only allowed to enter the Website related to the country you are staying in (for example, Dutch residents are only allowed to enter the Dutch website and not the French website
In order for us to verify this, we will process your IP address. We will store your IP address so we can verify your country of residence when you place an order, and to show regulators and or auditors that we comply with the applicable age verification requirements.
We only use the above-mentioned information to assess whether and prove that we can allow you to access our Website, and where such processing is necessary to grant you access to the Website.

We do not retain these data or use these data for other purposes.

Registration / orders

When you want to place an order on the Website or if you buy an IQOS device in one of our offline shops, you can first register.
When you register on the Website, we ask you to provide the following personal data. If it is
not possible to register on the Website on that moment, we will ask you to fill in our ‘Customer
Registration Form’. You will be asked to provide us with the same information as above and
the serial number of the IQOS device that you will buy. After we entered your personal data
into our system our customer service center will send you an email and ask you to complete
your registration on our Website. We ask you to register your IQOS device for customer care
reasons such as to provide you with relevant product information (e.g. recalls) or for other
product services reasons. We will link the serial number(s) of the IQOS product(s) you bought
(online or offline) to your account.

When registering, you will be asked to provide us the following personal data:
- first name;
- last name;
- address;
- date of birth
- telephone number
- email address.

When you place an order on the Website, you will be asked to provide the following personal data to us:
- first name;
- last name
- delivery address;
- billing address
- email address;
- telephone number
- payment details (limited to payment details);
- IP address.

We use the above types of personal data for processing your order, such as shipping the ordered
products to you, handling payment transactions and replace wrong or defect products. Your
payment details (such as your bank account or credit card number) are processed by our
payment service provider and not by Philip Morris. We only store payment confirmations, so
we can verify that you have fully paid for your order. We use your email address to send you
emails with order or product information. We can use your contact details to contact you about
your order, or to respond, to any questions, complaints or comments that you make in relation
to your order. Orders can be placed with the login details when registration is completed. If you
do not provide us with the requested information, we will not be able to (fully) process your

If you register for an account without placing any orders on the Website or registering any
IQOS devices, please note that we will deactivate your account, including all your personal data
within six months after your registration.
We will not use your personal data for direct marketing purposes of our products.

Delivery of your orders
Upon delivery of your order, we are legally required to verify if the recipient is 18+. For this
reason, we will require the recipient of the order to show a valid ID (in the form of an ID card,
driver’s license, passport or other official document suited for age verification of the recipient,
indicating that the recipient is 18+). The recipient can be the person that ordered the product,
but it can also be another person accepting the delivery on the customer’s behalf. In the latter
case, this person needs to prove that the person that ordered the product is 18+ as well, by
showing (a copy of) the ID of the person that ordered the product.

By filling out a form on the Website

The Website provides for forms which you can use to send us a message or ask us a question. By filling out a form you will be asked to provide us the following personal data:
- full name;
- email address;
- your message/question.

We use the above types of personal data to be able to contact you in order to respond to your
question or message.

By contacting our customer service desk:
In case of questions, remarks or complaints, you can call our customer service desk on the following telephone number: 0800 – 990 0000.

When you call this number, we will ask you to provide the following
details to us:
- name;
- telephone number;
- date of birth;
- details of your order / question / complaint; and
- in some cases: address - email address - Codentify device.

We (only) use the above types of personal data for handling your request, question or complaint
and to improve our customer service (by assessing how we can respond more effectively to
your customer service requests and support needs). We ask your date of birth for age
verification purposes.
When you call us, it could be possible that you want to inform us about any physical complaints
you experience. Such information is considered to be ‘sensitive personal data’ in the sense of
relevant privacy laws and legislation. To be allowed to process such sensitive personal data
based on laws and legislation, we will have to ask for your prior consent thereto. We will do so
at the beginning of each call that is made to the service desk.

Philip Morris will record any call that is made to the customer service desk for any of the
following purposes:
- to record the fact that a customer has consented to the use of its personal (specific) data;
- to follow up on a complaint or question;
- for training purposes;
- to use as proof in potential litigation;
- for age verification purposes;
- to improve the quality of our services.

This will be stated prior to the beginning of each conversation with the customer service desk.
We make use of an external call center, currently Teleperformance Portugal SA, based in
Portugal, which operates the customer service desk on our behalf. This call center will of
course treat your personal data, with the greatest care, strictly confidential and will only share
your personal details with us to enable us to follow up on your complaints and questions, and to
fulfill the above listed purposes. The same service is also available on Live Chat.

3. Cookies

In addition to personal data you provide to us, we use data collection devices such as "cookies"
on the Website to collect information about people who visit our website. This data may
include details on IP addresses, browser type and screen resolution as well as a set of
information on the habits and preferences of the user, the language used and the pages visited
more frequently. A cookie is a small text file that is stored on your computer, when visiting a
website. You can reset your browser to refuse cookies or warn you when they are being sent.
Please note that by turning cookies off or by refusing cookies, you may not have access to all
features available on the Website. 

This Website uses the following types of cookies:

Cookie ID Source Description Expiration
_dc_gtm_UA-XXXXXXXX-1 Google Tag
Used to help
identify the
visitors by either
age, gender, or
interests by
DoubleClick -
Google Tag
10 mins
_ga Google
Used to
distinguish users
2 years
age_confirmed Application Age-verifies an
user so that he's
not prompted the
age gate
sid_customer_xxxxx Application Authenticates and
identifies the user
inside the frontend
all_RyDwsSBXVzZXJzGK6q168JDAclickdesk_referrer Clickdesk Clickdesk cookie  

We use these cookies for the following purposes:
- to help us remember and process the items in your shopping cart;
- to understand and save your preferences for future visits
- to operate, evaluate and improve PMI’s business, products and services;

By means of these cookies we collect the following data relating to you:
- IP address;
- browser type and screen resolution
- Language used
- Frequently visited pages
- Age
- Sex
- Interests

4. How do we protect your information?

We implement a variety of technical and organizational security measures to maintain the safety of the
personal data that you have provided to Philip Morris or that Philp Morris has collected about you as set
out in this Privacy Policy from loss, theft, unauthorized access, destruction, manipulation and unlawful
We offer the use of a secure server. All supplied personal data is transmitted via Secure Socket Layer
(SSL) technology and then encrypted into our payment gateway providers database only to be accessible
by those authorized with special access rights to such systems, and are required to keep the information
Furthermore, you are responsible for keeping your login name and password confidential and are
responsible for all actions taken with your login name and password. If your password has been
compromised for any reason, you should immediately change your password.

5. Do we disclose any information to third parties?

We do not sell or trade any of your personal data to third parties. Within the limitations of the applicable
laws and legislation, we may share your personal data with our group entities and some of our trusted
third parties when this is necessary to operate our Website, conduct our business or provide our services
to you, and only if those parties agree to keep this information confidential and provide adequate
safeguards to process your data in a secure manner.
We share your contact details, billing and shipping addresses and payment details with our carrier,
(currently the company Arvato) in order to enable this carrier to handle the delivery of your order(s). The
delivery timeslot will be communicated to you on the day of delivery by the carrier by SMS (or other means of communications).
We share your personal data with our external call center operator in order for it to operate the call center
on our behalf. They also share your personal data with us.
We may share your personal data with other parties than the ones described above, but only if we are
legally obliged to do so or to protect our rights, property or safety.

6. Data transfer

The Philip Morris entities and contractual partners with whom we may exchange your personal
information may be located in countries outside the European Union. [This is the case, inter
alia, with regard to transfers to Switzerland. Switzerland has been recognized by the European
Commission as having an adequate level of protection. If we transfer data to countries without
an adequate level of protection, we will agree on the model contracts of the European
Commission (standard contractual clauses) for this transfer.

7. Retention of your personal data 

Philip Morris is aware of the importance of timely deletion of your personal data. Philip Morris
shall keep your personal data only for as long as necessary for the purpose for which we
collected or processed it.
In the event that you have never used your account to register any of your IQOS devices, the
personal data in your account will be deleted within six months of your registration on the
Website and your account will be deactivated.

8. Right to information and exercise of your rights

As per your request, we will inform you in writing on whether and what personal data relating
to you is collected and processed by Philip Morris in accordance with the applicable law and
regulations governing the collection, using and protection of personal data. You may address
such request to the following email address: [email protected] Furthermore, if you want to
amend or update the personal information you have provided to us (for example, because it is
no longer accurate, incomplete or no longer relevant), or if you wish to exercise your ‘right to
be forgotten’ or right to data portability, please also contact us at: [email protected]
If you are not satisfied with the way we handle your personal data, or any questions or
complaints you may have in that respect, please be aware that you can always file a complaint
with your local data protection authority in that regard.
If you no longer wish to receive any messages (containing order or product information or
product or service updates) from Philip Morris, you may object to the use of your personal data
for these purposes by Philip Morris at any time, free of charge, by sending an email to
[email protected]

9. Third party links/services

The Website may include links to third party websites and may link to services of third parties (such as
the payment service). Philip Morris cannot in any way be held liable for the processing of personal data
by these third parties. These third parties have separate and independent privacy policies. We encourage
you to review these privacy policies prior to visiting these websites or using these services.

10. Contact details

Should you have any questions or comments about this Privacy Policy or if you have any queries relating
to the processing of your personal data, please contact Philip Morris via [email protected] or 0800 990
00 00.

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