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Tobacco sticks FAQs

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  • Why are menthol cigarettes banned?

    The menthol ban results from the EU Tobacco Products Directive which was adopted by the European Union in 2014 and became applicable on May 20, 2016, but the ban on menthol cigarettes did not apply until May 20, 2020.

  • In which countries are menthol cigarettes banned?

    The menthol ban applies in all EU member states. Other countries outside the EU are not covered by the menthol ban but may prohibit menthol cigarettes through national legislation.

  • Can I smoke menthol cigarettes after the EU menthol ban came into force?

    Yes, all menthol cigarettes purchased before the menthol ban can be legally smoked after the ban becomes applicable. But you are no longer able to buy new menthol cigarettes in stores throughout the EU region.

  • Does the EU menthol ban only cover menthol cigarettes and roll-your-own tobacco?

    Yes, the EU menthol ban covers only menthol cigarettes (with or without capsules) and roll-your-own tobacco. You can still buy other tobacco and nicotine products, including smoke-free heated tobacco products with menthol flavor.

  • When did EU menthol ban come into effect?

    The ban on menthol cigarettes (with or without capsules) and roll-your-own tobacco was applied as of May 20, 2020.

  • 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. 

  • Do tobacco sticks contain nicotine? 

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

  • 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.

  • 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. 

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Tobacco sticks and nicotine pods used with IQOS contain nicotine, which is addictive. Therefore using IQOS is not risk free. The best choice for consumers concerned about their health is to quit tobacco and nicotine use altogether.