Heat Not Burn Technology

• What kind of product is IQOS? 

  IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked. 

  IQOS is our most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release a flavourful nicotine containing vapour.

  IQOS and tobacco sticks are not for minors (under 18 years). Please refer to Important Information section for details. 

• Does IQOS produce smoke? 

  No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapour that is what you see when using IQOS.  

• What is the difference between cigarettes and IQOS?

  IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell.
  
  IQOS emits on average 95% lower levels of harmful chemicals compared to cigarettes.*
  
  Switching completely to IQOS presents less risk to your health than continuing to smoke.
  
  Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.
  
  * Compared to the smoke of a reference cigarette (3R4F).  It does not necessarily equal a 95% reduction in risk.
  
  If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

• Can I use cigarettes with IQOS device?

  No you should not. IQOS device has been designed to work exclusively with tobacco sticks, and vice versa.
  
  It is only by using both together that you can take full advantage of the benefits that the system provides and that have been proven by PMI science. All our studies are based on the use of IQOS with tobacco sticks.

• Is using IQOS safe or risk-free?

  No, we can’t say that at this point. While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and delivers nicotine, which is addictive. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS is a better choice than continuing to smoke.

   

• Can I use IQOS indoors?

  In the event IQOS™ is not expressly regulated, consumers should respect the rules and exercise common sense with respect to where and around whom they use the product.
  The composition of the aerosol of this product is significantly different from that of the cigarette smoke.
  A decision concerning the use in indoor public places will need to be made by the authorities.
  
  On a plane: consumers should ask permission from airline staff. Most airlines currently do not allow smoking or usage of alternative tobacco products on their aircrafts.

• Use of IQOS in holiday destinations

  The inbound allowance for tobacco sticks are similar to cigarettes and may vary from one country to another. 
  
  Before leaving for vacation, please double check the allowances set by respective government agency in the country of your travel. 
  
  Customs authorities in the country of your destination may challenge the excess of the inbound allowance and could take the product, or even apply fines.
  
  Travelers should check before traveling if entering with tobacco products in their country of destination is allowed.

• If I have any further questions, who should I contact?

  IQOS Customer Service Center
  Contact our team on email [email protected] or Facebook IQOS Slovakia and Twitter.
  Want to speak to one of our IQOS support experts? No problem, call us at 0800 400 600
  Available weekdays from 8:00 – 22:00 or during the weekends and holidays 10:00 – 18:00.

IQOS Devices

• What should I do if my IQOS device is not functioning? 

  If your IQOS device is not working, simply perform a reset.

  Still no luck? Please contact Customer Care 0800 400 600 Monday - Friday 8:00 – 22:00 or during the weekends and holidays 10:00 – 18:00, email us on [email protected], connect with us on our Facebook IQOS Slovakia or Twitter. You can also ask for assistance at the nearest IQOS store.

• What are the optimal IQOS storage conditions?

  Keep IQOS away from water, direct sunlight and/or heat.
  Do not leave IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.

• How to clean my IQOS? 

  You can easily clean your IQOS™ Holder and Cap in few steps:
  IQOS Holder:
  • Prepare
  1. switch off your IQOS Holder
  2. wait for at least  30 seconds to cool down the blade
  3. remove the cap
  4. slide open your IQOS Cleaning Tool and check if it is not deformed and free of particles
  • Insert
  1. with a straight and gentle gesture, insert the IQOS Cleaning Tool till it touches the bottom of the heating chamber
  2. do not twist yet
  • Clean
  1. without any further pushing pressure, gently twist IQOS™ Cleaning Tool 2-3 times
  2. stop twisting, and extract the Tool straight from the Holder
  3. gently tap the Holder and the Cleaning Tool to remove the tobacco residuals
  
  • Finalize – use the IQOS™ Cleaning Sticks as a finishing touch.
  
  1. insert the IQOS™ Cleaning Stick straight along the chamber
  2. do not push or hit against the blade
  3. do not attempt to clean the blade
  4. in case IQOS™ Cleaning Stick is blocked, do not force. Simply use again the IQOS Cleanig Tool and repeat the above steps.
  IQOS Cap:
  1. Clean the inside of the IQOS™ Cap from the top  with the IQOS™ Cleaning Sticks
  2. Clean the bottom of the Cap with the IQOS™ Cleaning Tool:
  a. Insert the IQOS™ Cleaning Tool till it touches the bottom of the Cap
  b. Without extra push, gently twist the IQOS™ Cleaning Tool 2 - 3 times
  c. Stop twisting, and gently tap both the cap and the IQOS™ Cleaning Tool to remove tobacco residuals.

• How to clean the IQOS Cleaning Tool?

  Gently tap the IQOS™ Cleaning Tool on a surface and use a cloth to get rid of the residues.
  Do not clean it with water to avoid any humid contact with the electronics of the IQOS™ Holder.

• How often should I clean my IQOS? 

  To ensure optimal taste, we recommend cleaning your IQOS™ once a day. You can clean even more frequently if you feel to.
  A regular cleaning of your IQOS™ will make the cleaning process quick and smooth. 
  Only use IQOS™ original cleaning tools to clean your IQOS™.

IQOS 3 DUO

• How can I check the charge level of the battery?

  To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button.

  The Pocket Charger Status light will turn ON for 3 sec to indicate battery status:
  4 LEDs = more than 75% charged
  1 LED  = low charge. Need to charge

• How long does it take to fully charge the device?

  It takes approximately 120 minutes to fully charge the IQOS 3 DUO Pocket Charger from an electrical outlet. Only charge IQOS 3 DUO device using IQOS AC Power Adaptor and USB cable.

• Should I always fully charge my Pocket Charger battery? 

  IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.
  If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.
  The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

• Can I charge IQOS 2.4/2.4+ Holder with the IQOS 3 DUO Pocket Charger and vice versa?

  No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3.
  If you insert the IQOS™ 2.4+ Holder into the IQOS 3DUO Pocket Charger, the Holder will not fit because of different size.
  If you accidentally insert the IQOS 3 DUO Holder in the IQOS™ 2.4+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

• Can I use IQOS AC power adaptor & USB cable from the previous device version to charge the IQOS 3 DUO device?

  You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 DUO USB cable hosts a USB-C port, which is different from that of IQOS™ 2.4+.

• How can I reset my IQOS 3 DUO device? 

  You can easily reset your IQOS 3 DUO device by pressing and holding the Pocket Charger Button for 10 seconds (until lights fade out), then releasing. 
  All Status Lights will turn OFF, blink three times, and progressively fade in, to confirm the RESET.

• How to check the Holder status for available uses?

  You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger:

  To check the status on the Holder:
  - Press & release the Button of the Holder:
  o 2 lights – ready for two uses
  o 1 light – ready for one use
  o No light – Holder not charged

  To check the Holder status on the Pocket Charger:
  - Press & release the Pocket Charger Button
  - 2 lights – ready for two uses
  - 1 light – ready for one use

  On IQOS 3 DUO P. Charger       On IQOS 3 P. Charger*

  * For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use

• How does IQOS 3 DUO adapt to my rhythm of consumption?

  IQOS 3 DUO enables to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger.
   
  Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use.

  If you need the second use right away, your Holder is instantly ready for it.

  If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses back again. 

  In most cases, you can charge Holder back to at least one experience faster than Holder 

• What do device vibrations mean? 

  IQOS 3 DUO Holder vibrations are activated in the following situations:
  - At the start of the heating (once you press the Holder Button to start) - one vibration
  - When the device is ready to be used – two vibrations
  - When the experience is nearly complete (30 seconds prior the end)  - two vibrations

  - When the experience is nearly complete (30 seconds prior the end of the tobacco session)  - two vibrations

• What is the optimal IQOS 3 DUO device functioning temperature?

  IQOS 3 DUO is designed to work in a wide range of temperatures, but tobacco stick tastes best when the device is used between 0°C and 50°C. 

• What is a New ProtectPlus™ System?

  IQOS ProtectPlus™ introduces a number of improved features related to design and technology to redefine the concept of protection and reliability of IQOS 3™:

  • robust outer shell improves shock resistance of the device
  • new side door opening tested to guarantee reliable device performance 
  • new technology provides longer battery life 
  • electronic chamber* of your IQOS 3™ Holder has been redesigned for improved device reliability

  * Electronic chamber refers to the area of the IQOS™ Holder, where the electronic elements are located.

IQOS 3

• How long does it take to fully charge the device? 

  It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 device using supplied AC Power Adaptor and USB cable.

• Should I always fully charge my Pocket Charger battery? 

  The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the holder up to 20 times.

• Can I charge 2.4P Holder with the IQOS 3 Pocket Charger and vice versa?

  No, the new IQOS 3 Pocket Charger is not compatible with the previous versions.
  If you insert the 2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size.
  The IQOS 3 Holder cannot be inserted into 2.4 Plus Pocket Charger because of the different size.

• Can I use the AC power adaptor & USB cable from the previous device version to charge the IQOS 3 device?

  You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 USB cable hosts a USB-C port, which is different from the previous versions.

• How can I reset my IQOS device? 

  You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 8 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

• What do device vibrations mean? 

  Holder vibrations are activated in the following situations:
  - At the start of the heating (once you press the IQOS 3™ Holder Button to start heating) - one vibration
  - When the device is ready to be used – two vibrations
  - When the experience is nearly complete (30 seconds prior the end of the tobacco session)  - two vibrations

• What do the lights on my Holder mean? 

  Any white light indicates that the IQOS 3™ device performs various operations, like charging, resetting, OR is ready to use, fully charged etc. 
  Any red light (steady or blinking) indicates that there is a device error. 
  Please, perform a reset of your device and try using it again.
  Still no luck? Please  contact Customer Care by phone 0800 400 600 Monday to Friday 8:00–22:00
  or during the weekends and holidays 
  10:00 – 18:00 
  10:00 – 18:00 or ask for assistance at the nearest IQOS store.

   

• What do the lights on my Pocket Charger mean?

  Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc. 
  A red blinking light can occur on: 

  • Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C). -> Wait until device is within temperature limits. 

  • Holder status light: Holder malfunction -> Please, perform a reset of the device. [add a hyper link to How to perform a reset question]
  Still no luck? Please  contact Customer Care by phone 0800 400 600 Monday to Friday 8:00–22:00
  or during the weekends and holidays 
  10:00 – 18:00 
  10:00 – 18:00 or ask for assistance at the nearest IQOS store.

• What is the optimal IQOS device functioning temperature?

  IQOS 3 is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 50℃. 

• What is a New ProtectPlus™ System?

  ProtectPlus™ System hosts a number of technological improvements:
  - robust outer shell improves shock resistance of the device
  - new side door opening tested to guarantee reliable performance
  - new technology provides longer battery life
  - heating chamber of your Holder has been redesigned for improved reliability

IQOS 3 MULTI

• How long does it take to fully charge the device? 

  It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

• Should I always fully charge my Pocket Charger battery? 

  The IQOS 3 MULTI device does not require a full charge to work, however, we recommend to fully charge the device before the first usage.
  If the device is fully charged, you may use it up to 10 times without having to recharge between the Tobacco sticks.

• How can I reset my IQOS device? 

  You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing.

  The lights will fade in and out to confirm a reset.

• What do device vibrations mean? 

  IQOS 3 Multi vibrations are activated in the following situations:
  
  - At the start of the heating (once you press the Button to start) - one vibration
  - When the device is ready to be used - two vibrations
  - When the experience is nearly complete (30 seconds prior the end of the tobacco session)  - two vibrations

• What do the lights on my IOQS 3 Multi mean? 

  Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.
  Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C).
  Please, perform a reset of your device and try again.
  Still no luck? Please contact Customer Care

• What is the optimal IQOS device functioning temperature?

  IQOS 3 MULTI is designed to work in a wide range of temperatures, but tobacco stick tastes best when the device is used between 0℃ and 50℃. 

IQOS 2.4 Plus

• How long does it take to fully charge the device? 

  It takes approximately 120 minutes to fully charge the IQOS 2.4 Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4 Plus device using the supplied AC Power Adaptor and USB cable.

• Should I always fully charge my Pocket Charger battery? 

  The IQOS device does not require a full charge to work. If the IQOS 2.4 Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

• How can I reset my IQOS device? 

  You can easily do a reset of your IQOS 2.4 Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

• What do device vibrations mean? 

  Holder vibrations are activated in the following situations:
  - At the start of heating (once you press the Holder Button to start) 
  - When the experience is nearly complete (30 seconds prior the end)  

• What does the red light on my Holder mean?

  The red light, blinking or steady, on your Holder may indicate that:
  - Holder is not  charged
  - Device is outside its optimal operating temperature (10°C - 50°C) 
  - You pressed on the Holder button during usage
  - Holder malfunction
  To resolve the issue, you may try the following:

  a. Check that the IQOS 2.4 Plus Pocket Charger is switched ON and has enough power
  b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
  c. Ensure your Holder’s electric contact is clean
  d. If none of the above works, perform a reset of your device
  e. Still no luck?  Please contact Customer Support 0800 400 600 Monday- Friday 08:00 am - 10:00pm [email protected] or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website]. 

• What is the optimal IQOS device functioning temperature?

  IQOS 2.4 Plus is designed to work in a wide range of temperatures, but tobacco stick tastes best when the device is used between 10℃ and 50℃. 

Tobacco sticks

• Why are tobacco sticks shorter than cigarettes? 

  The tobacco sticks are designed specifically for the IQOS devices. They have an optimal length, diameter and design for the IQOS Holder.

• Why do tobacco sticks taste different from that of the cigarettes? 

  The taste of tobacco sticks is different from that of cigarettes because tobacco is heated rather than burned.
  By heating the tobacco, the true taste of the tobacco is released.
  Tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste and satisfaction that replicates as much as possible what adult smokers expect

• Do tobacco sticks contain nicotine?

  Yes, tobacco sticks contain nicotine, which is addictive.
  Nicotine is naturally present in the tobacco used in tobacco sticks. It is released in the vapor that is generated during the IQOS usage.

• I cannot insert tobacco stick into the Holder

  If you have difficulties inserting the tobacco sticks in the IQOS Holder, we advise you to first check whether:
  • there is any tobacco residue left in the Holder
  • the heating blade is cleaned regularly
  • the Holder Cap is fully closed

  If the above is all right, you can try to pre-heat the IQOS Holder prior to inserting the tobacco stick: 
  - IQOS 2.4 Plus / IQOS 3 / IQOS 3 DUO: 
  - Press the Holder Button to start heating 
  - Wait for 2-3 seconds for pre-heating
  - Gently insert the tobacco stick

  - IQOS 3 MULTI: 
  - Open the lid
  - Press the Button to start heating the device 
  - Wait for 2-3 seconds for pre-heating
  - Gently insert the tobacco stick

  If none of the above solutions helps, consider the following options:
  • Please contact Customer Care for assistance
  • Visit the  nearest IQOS Store 

• How to remove the stuck tobacco from the IQOS Holder?

  If the tobacco plug is stuck in your cap, remove by gently tapping the cap on a hard surface to extract the tobacco plug, or by using a cleaning pin. 
  If you use the pin, simply push the rod outward from the bottom part of the cap.
  To prevent this issue, please make sure to always lift up the cap before extracting the used tobacco stick.  

Conversion Support

• I am new to IQOS. Do you offer any personalised assistance? Is it free of charge? 

  We know that some adult smokers find it challenging to convert to IQOS.  That is why we encourage adult IQOS users to join our complimentary and effective QOACH program.
  Your personal QOACH will be by your side to answer your questions via phone, email, instant messaging or video calls ― whichever you prefer. 
  How does this program help? From deciding which type of tobacco sticks suits your taste preferences best, to explaining how to clean your device, to providing tips about IQOS whenever you need it, our highly trained QOACHES will accompany and motivate you every step of the conversion journey. 
   

IQOS CLUB Terms and Conditions

• I want to become an IQOS CLUB member and get bonuses for referring IQOS, what should I do?

  When purchasing an IQOS device through an IQOS Partner or at our IQOS stores, you will be registered and your device assigned directly to your account upon the purchase. If you provide consent with IQOS CLUB membership, you will become a member immediately after your registration and within 24 hours you will be sent your IQOS CLUB code.

  If you have not registered yet, you can do so at IQOS.com and check your consent of the IQOS CLUB membership under Profile and after register your device. Within 24 hours you will be sent your IQOS CLUB code.

  You can change your consent with the IQOS CLUB membership at any time on your Profile here; and you can register your device for your account here. Or call our Customer Care Center at our toll free number 0800 400 600.

• What should I do if I have not received my IQOS CLUB LINQ?

  Check out on your profile whether you agree to the terms and conditions for the IQOS CLUB membership, i.e. check your approval with the IQOS CLUB membership and device registration. Check out your e-mail box including junk mail.

  Within 24 hours after your registration as a user and your device we will send out a unique IQOS CLUB LINQ. If you fail to find it in your e-mail inbox please contact our IQOS Customer Care Center at [email protected] or at 0800 400 600.

• Who is the IQOS CLUB intended for?

  IQOS CLUB is intended for registered IQOS users who have shown interest in the IQOS CLUB membership and have thus been approved to be contacted by phone or sent additional newsletters or text messages and at the same time have at least one registered IQOS device on their profile (when purchasing IQOS through an IQOS partner, at IQOS.com or with a registration at our IQOS stores, device registration is done automatically).

• What benefits does the IQOS CLUB offer?

  Do you want to take full advantage of everything IQOS offers? Become an IQOS CLUB member!
  If you grant your consent to membership in the IQOS CLUB, there are many benefits, you may obtain, waiting for you:

  • Reward for IQOS recommendation to adult smokers
  • A new IQOS model once a year
  • Exclusive access to unique experiences
  • Special offers for members solely
  • You will be the first to learn about new product launches and you will have a prior claim to buy them.

  And that's not the end of it! You collect points for your purchases, IQOS recommendations and activities that can be later used to buy your favourite products. Together we will celebrate your birthday and many pleasant surprises and rewards for your membership are waiting for you.

  If you are interested in membership, give your consent at registration or anytime later in your profile. You can withdraw your consent anytime directly in your profile or by calling the IQOS customer care centre at 800 400 600 for free.

  More information on IQOS CLUB is available at www.IQOSCLUB.sk.

• When do I get vouchers for referring IQOS and where can I redeem them?

  Vouchers for recommendations are sent within 48 hours of purchase in case of purchase through IQOS partner and in IQOS stores.

  In case of purchase in the e-shop IQOS.com you will receive a voucher within 48 hours of receipt and payment of the order, not from the moment of order creation.

  You can use the vouchers for purchases on IQOS.com e-shop or in our IQOS stores.

   

• Who can I recommend IQOS to?

  IQOS can only be purchased by adult smokers, so recommend it only to your adult smokers friends.

• What kind of discounted offers for new users can IQOS CLUB code be used for?

  Your friends, adult smokers can choose from these four offers*:

  1. IQOS 2.4 Plus including five packs of tobacco sticks for EUR 49
  2. IQOS 3 including a carton of tobacco sticks for EUR 109
  3. IQOS 3 COMBO including a carton of tobacco sticks for EUR 159, this COMBO includes IQOS 3 and IQOS 3 MULTI
  4. IQOS 3 MULTI including a carton of tobacco sticks for EUR 99

  Upon redeeming the IQOS CLUB code a voucher for the value of EUR 10 will be sent to them.

  *The prices are valid at our IQOS stores and with our IQOS partners. The availability of the devices can vary for each purchase location. Condition for these offers is registration at IQOS.com.

• How to get a reward for IQOS recommendation?

  1. Explain your friends, adult smokers, the IQOS benefits and share with them your unique IQOS CLUB LINQ.
  2. When they use it for purchasing in the e-shop IQOS.com, in our IQOS stores or at IQOS partners, you all get a reward being voucher of 10 €, but you are the only one who can deal with it in a different way.

  

  Do not miss this:

  We will reward you for every new user recommended by you, up to maximum 15 within one calendar month. At the same time, they must be unregistered customers who had not been recommended by a third party in the previous 30 days (e.g. an authorized tobacco store, hostess ...). In case such a customer uses your IQOS CLUB LINQ when purchasing their first device, they will still be rewarded with a voucher of 10 € after purchase, but you are not entitled to get a reward.

• What other terms and conditions are connected to IQOS CLUB?

  Vouchers for recommendations can be used in the e-shop at IQOS.com and in our IQOS stores always for three months after the end of the month the entitlement occurred.

  No vouchers can be exchanger for other ones or be paid or extended in validity. Vouchers can not be used for purchase of separate tobacco sticks. Vouchers can not be used combined with other vouchers or for discounted goods, unless otherwise specified.

  Unused value of the voucher can neither be paid or returned at IQOS.com, nor used for the next purchase.

  At IQOS.com the voucher is always used at the item with the highest value and at the same time, one voucher can not be used for a purchase of more items. Vouchers can be not used for postage payment.

  Within one calendar month you can use a reward up to 15 cases of the IQOS CLUB code being used, the reward of 10 € for a recommendation, the maximum reward is 150 €. Other rewards exceeding the limit are not transferred to the next calendar month.

  In case of a purchase in the e-shop IQOS.com you will get a voucher within 48 hours after the order delivery and payment, not after the order itself.

  In case the buyer who used the IQOS CLUB code at the purchase withdraws from the purchase agreement but the reward being the voucher was already sent to the recommending customer, the voucher will be void or the reward for such purchase will be deducted from the next reward.

  Entitlement to recommendation reward incurs only in case the order is delivered and paid.The qualifying date for the reward is in case of orders via e-shop IQOS.com the day following after the order delivery and payment.

  Vouchers with the value of 10 € for your friends, adult smokers, can be used in the e-shop IQOS.com or in our IQOS stores under the same conditions as the recommendation vouchers.

  Philip Morris SR, a.s. reserves the right to modify the conditions of IQOS CLUB anytime or stop this activity. You will be informed of this fact.

  • If you do not wish to receive further information about the IQOS CLUB special offers you can unsubscribe here.
  • Terms and Conditions of IQOS CLUB valid until 3. 12. 2018 are available here.
  • Terms and Conditions of IQOS CLUB valid between 4. 12. 2018 a 31. 3. 2019 are available here.
  • Terms and Conditions of IQOS CLUB valid between 1. 4. 2019 a 22. 1. 2020 are available here.
  • Terms and Conditions of IQOS CLUB valid between 22. 1. 2020 a 23. 1. 2020 are available here.
  • Terms and Conditions of IQOS CLUB valid between 24. 1. 2020 a 27. 4. 2020 are available here.
  • Terms and Conditions of IQOS CLUB valid between 28. 4. 2020 a 31. 7. 2020 are available here.
  • Terms and Conditions of IQOS CLUB valid between 1. 9. 2020 a 31. 12. 2020 are available here.

  There might be vouchers of various values provided as a part of the membership in IQOS CLUB for purchase of particular goods. Philip Morris, SR a.s. reserves the right to provide other goods in case the respective goods are not available.

  You may be contacted in connection with the IQOS CLUB membership with question regarding your customer satisfaction with our services and products.

   

• How do you process personal data?

  Please keep in mind that the personal data that you used during your registration will be processed according to the PMI Consumer Privacy Policy. You can unsubscribe from receiving additional information at any time on your profile at IQOS.com or by contacting IQOS Customer Care Center at 0800 400 600 or [email protected]. Upon unsubscribing, your IQOS CLUB membership shall expire. 

• Do you have other questions?

  Please contact our IQOS Customer Care Center at 0800 400 600 or [email protected].

International Support

• How long does coverage under this service last?

  The service is offered within the duration of your IQOS voluntary warranty valid in the country of purchase.

• How much does it cost? 

  The service is a free service that is made available to all registered IQOS consumers from EU or Switzerland.

• How does the service work? 

  If you need support while abroad, contact the IQOS Customer Care toll free number *00800 23 7 23 888 for assistance.  Before placing the call, please ensure that you have on hand your complete temporary address (i.e. Hotel name and address).

  *Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +30 211 211 6043 (certain charges may apply, please consult your operator for details)

• Can I contact my home IQOS Customer Care to assist with the replacement?

  Your home IQOS Customer Care will assist you for replacement when you are located in the country where your device is registered. For any device issues or inquiries while travelling within EU or Switzerland, please contact the IQOS Customer Care toll free number *00800 23 7 23 888.

• I am a registered customer but my device is not registered. Can I still be supported by IQOS Customer Care when travelling within EU or Switzerland?

  Only registered IQOS consumers can benefit from the service. If your device is not registered, our Customer Care agents will be able to assist you with device registration prior to providing you with the support. We advise customers to always have their devices registered in the country of residence in order to have a smooth support while you travel.

• Do I need to return the faulty device? 

  In most cases, you will keep the replaced component. Exceptions may occur in some markets jurisdiction whereby you will be requested to return the replaced component at the time the new component is delivered to you

• If not, what should I do with it?

  The symbol (add the trash bin image) on the device or on its packaging indicates that this product and its individual parts (including batteries) must not be disposed of with your other household waste. Instead, it is your responsibility to dispose of your waste equipment by handing it over to a designated collection point for the recycling of waste electrical and electronic equipment. Amongst other, waste batteries can be returned free of charge at the point of sales. For more information about where you can drop off your waste equipment for recycling, please contact your local city office, your local household waste disposal service or the shop where you purchased the device.

• In which countries does the service apply?

  IQOS support service is available for adult IQOS consumers residing in and travelling within the following countries:

  • Greece
  • Greek Cyprus
  • Romania
  • Bulgaria
  • UK
  • Spain
  • Portugal
  • Netherlands
  • Switzerland
  • Germany
  • Denmark
  • France
  • Italy
  • Poland
  • Latvia
  • Czech Republic
  • Slovakia
  • Croatia
  • Slovenia

• How fast will I get a replacement device if I contact IQOS Customer Care?

  The device replacement will be sent within one to four days, depending on the local service provider’s required time to deliver and your location.

• Do I need to make any payment for this replacement?

  Replacement is free for registered customers.

• I am travelling within EU and Switzerland and there is an IQOS store near my hotel. Can I exchange my device there?

  No. Your free replacement offered under this service will occur only after calling IQOS Customer Care toll free number and providing your temporary location address where the replacement device will be delivered.

• Which IQOS device version will I get as replacement?

  The proposed device version will correspond to the version which is being available in the visited country at the time of the replacement request.

• I bought a device during a trip abroad and I’m now back in my country of residence in EU or Switzerland. Who should I contact in case I need support with my device?

  As you are not travelling, you can call your local Customer Support Center in your country of residence. We advise you to register your device before calling in order that have a smooth and quick support from our agents.

Orders and deliveries

Services and Support

How do I buy IQOS

• Where can I buy HEETS tobacco sticks?

  • In person at selected stores. You can find your nearest one online in STORE LOCATOR.
  • Via IQOS.com, only following personal registration.
  • By telephone on the IQOS Customer Care Centre's toll-free number 800 400 600, but only after personal registration.

• What are the conditions of lending IQOS?

  IQOS can be lended to every adult smoker, who has not lended IQOS before.

   

  Important documents

  Agreement on lending IQOS device

  Notice of withdrawal from the IQOS lending agreement

  Request for withdrawal of IQOS device lending

• How do I obtain a reward for IQOS referrals?

  Members of the IQOS CLUB can obtain a reward for recommending IQOS to adult smokers they know, and can also provide them with a discount code to buy an IQOS device. Have a look at our IQOS CLUB for more information.

• Whom can I contact if I have questions?

  If you have any questions, you can contact us on the IQOS Customer Care Centre's toll-free number 0800 400 600, by email at [email protected], or you can fill in the online form here on our website.

  We are here for you on working days from 8:00 am to 10:00 pm and at weekends and on public holidays from 10:00 am to 6:00 pm.

How does IQOS work