FAQ

The IQOS system was developed and tested to be used 7300 times (heating cycles). Consumers have a normal 2-year guarantee that covers normal manufacturing defects suffered by any of the components. All users registered at iqos.com (with an active account) also benefit from a voluntary guarantee.

Registered users with an active IQOS account are offered the option of being provided with a new IQOS device, to be delivered to an address of their choice or collected from one of our collection points, without having to produce proof of purchase. In the event of a fault in any IQOS component, contact Customer Support.

Unregistered users who would like to replace any IQOS component on account of a malfunction must visit the IQOS Boutique in Chiado or one of our IQOS Pop-Ups, providing proof of purchase.

If you have an IQOS account at iqos.com, contact Customer Support or visit the IQOS Boutique in Chiado.

Users who do not wish to register their device at iqos.com can contact Customer Support to clear up any queries; however, for the purpose of the guarantee, they will have to visit our IQOS Boutique in Chiado with proof of purchase.

If you are registered at iqos.com, you will need to link the device to your account. If you are unable to do so, contact Customer Support and we will be happy to help you. If the device has been registered in another country, this process may take up to 10 working days.

The Special Support Service is applicable only when all three of the following conditions are met: (i) you are an adult IQOS consumer from selected countries where IQOS is available; (ii) yourself and your IQOS device are registered in countries where IQOS is available; and (iii) you experience an issue with your IQOS Device when travelling within selected countries where IQOS is available, outside the country where there device is registered.

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

The service is a free service that is made available to all registered IQOS consumers from selected countries where IQOS is available.

If you need support while abroad, contact the IQOS Customer Care toll free number +800 2559 2559* 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 +41 21 547 88 88 (certain charges may apply, please consult your operator for details).

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 selected countries where IQOS is available, please contact the IQOS Customer Care toll free number +800 2559 2559*.

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.

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.

The symbol &  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.

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

Denmark, France, Germany, Greek, Italy, Lithuania, Monaco, Netherlands, Poland, Portugal, Romania, Spain, Switzerland, UK, Bulgaria, Slovenia, Czech Republic, Slovakia, Latvia, Greek Cyprus, Croatia, Andorra, Albania, Bosnia & Herzegovina, Sweden, Armenia, Israel, Kazakhstan, Russia, Serbia, Ukraine, Moldova, Japan, New Zealand, South Korea, Malaysia, Indonesia, Palestine, South Africa, Turkish Cyprus, La Réunion, Canada, Colombia, Curacao, Guatemala, Dominican Republic

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.

Replacement is free for registered customers.

Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details)

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.

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

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.