IQOS Update

The safety of our community is important to us. With a sense of responsibility towards our store employees and customers, and with the aim of helping to prevent the further spread of COVID-19, we are temporarily suspending the operation of IQOS stores – except for our IQOS Boutique, which will remain open every day from 11am to 6pm, following all the safety measures necessary for operating.

Do not take risks.

Shop online; we guarantee free delivery to your home in safety. Our logistics partners are adopting extra safety measures during these times.

We are here for you.

Our Customer Care team is here for you, every day. If you have any questions or need support with your IQOS, talk to us through Live Chat, Facebook Messenger, Twitter, e-mail, or call us for free through 800 200 098.

Keep your IQOS clean.

For your safety, do not share your IQOS at this moment and clean it regularly.
Wipe the outsite of the Charger, the Holder and the associated accessories with a wipe containing 62-71% ethanol.
Next, thoroughly clean the area of the Holder surrounding the blade and the whole extractor with the dedicated IQOS cleaning sticks. Dispose of the used sticks in the bin with the wipes.

What do I do if I have an issue with my device?

Perform the diagnostics online and discover how to solve it.
Login to your account in iqos.com, select the option "My devices" and "Self-Diagnose". Follow the steps indicated to restore your IQOS. If you have any difficulties, talk to us.
If replacing your IQOS becomes necessary, for your safety and convenience we will send a new device to your home free of charge.

Thank you for collaborating!
IQOS Care Team