Frequently Asked Questions
Heat Not Burn Technology
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.
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.
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.
Will IQOS help me quit smoking?
No. IQOS is not a smoking cessation device or intended as a device to quit smoking.
If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.
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.
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.
If I have any further questions, who should I contact?
For any assistance, please, contact our Customer Care:
By phone: 800 413 413 Monday - Friday 8:00 am - 10:00 pm or weekends and holidays 10:00 am to 8:00 pm
By email: [email protected]
Other channels: connect with us on our Fasebook IQOS Czech Republic or Twitter.
You can also ask for assistance at the nearest IQOS store.
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.
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.
IQOS HEATED TOBACCO DEVICE
What types of substances does the aerosol contain?
Because tobacco is only heated and not burned, the IQOS system does not create smoke, but rather aerosol which consists primarily of water, glycerol and nicotine. Compared to cigarette smoke, the IQOS system significantly reduces the level of harmful and potentially harmful substances in the aerosol inhaled by the user. However, using an IQOS device is not risk-free and the best way to reduce the health risks related to tobacco is to stop using tobacco products entirely.
IQOS 3 DUO
IQOS 2.4 Plus
IQOS 3 Multi
Tobacco sticks for IQOS
What is the plastic strip inside the tobacco stick filter for?
The crimped film inside the filter space in the tobacco sticks is specially designed to remove excess water vapour from the aerosol, so that it is pleasant to inhale.
What is lil SOLID?
lil™ SOLID is all-in-one tobacco heating device introduced by IQOS™, to enjoy a real tobacco taste without smoke and ash.
lil™ SOLID is designed to be used only with tobacco sticks.
lil™ SOLID is a smoke-free alternative to cigarettes for those adults who would otherwise continue to smoke or use other nicotine products.
How to use?
If you have a new lil SOLID device and will be using it for the first time, first wake it up from sleep mode by pressing the button for 2 seconds or connecting the charger to the charging port. A full charge will take approximately 2 hours.
1. Slide open the Cover of the stick insertion part at the top of the device
2. Insert tobacco stick with the tobacco part facing down
3. Press the button for 2 seconds until vibration occurs. State LED blinks in ice blue and the device vibrates simultaniuosly. Pre heating takes about 25 seconds depending on the use environment. When the preheating process ends, the State LED lights come on and vibrations occur simultaniously to indicate that the tobacco stick is ready for use.
Your device is ready to use!
The experience lasts for 14 puffs or up to 5 mins, whichever comes first. 30 seconds prior to the end of the session or when the last 3 puffs are left the device will vibrate once and the State LED will blink in ice blue until the end of the session. When the session comes to an end, the State LED and the device turn off automatically. You do not need to press the button.
To extract the tobacco stick, twist the tobacco stick more than 3 times in one direction.
You may use the device up to 3 consecutive times without waiting time between 3 sticks.
How to check the charge level of the device?
To check the charge level of the lil™ SOLID device press the Button or plug the device in a power outlet using the supplied USB Cable and AC Power Adaptor
The charging status of the device is displayed as follows: Blue (100 ~ 60% charged), Ice blue (60 ~ 30% charged), Orange (30 ~ 1% charged), Red – (needs to be charged)
How can I reset the device
To reset your lil SOLID device, you need to do a few simple steps:
1. Press the Button for 8 seconds (even if vibration occurs within 2 seconds)
2. The State LED will blink twice in red, orange, ice blue and blue, sequentially.
3. When the device is reset, the State LED lights in ice blue for 1 second, and vibration occurs twice, simultaneously.
Cleaning and handling
Always turn OFF the device before cleaning. Let it cool down after the last use.
1. To use the Cleaning Wiper, gently snap open the side with the ⊙ mark.
2. To use the Cleaning Brush, gently snap open the side with the mark.
3. Remove the cap from the device
4. Insert the Cleaning Wiper into the device and clean the device by spinning the cleaning wiper. Repeat this steo with the cleaning brush
You can do a self-diagnostic online. More details here.
Did not help? Contact Support for help: 800 413 413
Opening hours: weekdays 8:00 – 22:00, weekends and holidays 10:00 – 18:00.
or at the nearest IQOS store
The device produces a lingering smell
The lingering smell most probably comes from the non-regular or non-thorough cleaning. We recommend cleaning the device on a regular basis after using 1 pack of sticks
If you continue to use the device without removing the debris or remnants, the device can heat up the remnants, which can produce the lingering smell
What tobacco sticks variants are available?
There are two variants of tobacco sticks available
• Tobacco variant REGULAR
• Menthol variant MARINE
Tobacco sticks are designed to be used only with lil™ SOLID device
Tobacco stick composition
Please visit this page to learn more: link
Tobacco sticks vs cigarettes
Both, cigarettes and tobacco sticks contain nicotine, which is addictive. However, this is the only common point.
In cigarettes, the tobacco is burnt, whereas with tobacco sticks its heated when used with the lil™ SOLID .
Because lil™ SOLID heats the tobacco rather than burning it, using tobacco sticks you will enjoy: less smell than cigarettes* and a tobacco experience without ash or smoke .
*Source: Study conducted in Russia with 326 legal age smokers and heated tobacco users, September 2020.
What are the differences between lil SOLID and IQOS VEEV?
lil™ SOLID, is a heated tobacco device which heats tobacco with a pin instead of burning it. Aerosol is generated with real tobacco taste without fire, ash or cigarette smoke smell.
IQOS VEEV is a e-cigarette device that heats a nicotine containing liquid to generate aerosol. IQOS VEEV contains nicotine but without tobacco.
Whether you choose lil SOLID device with tobacco sticks or IQOS VEEV device with VEEV pods, they are better alternatives than continued smoking. However, it is important to remember that these products are not risk free and provide nicotine which is addictive.
Can I use cigarettes with Iil SOLID device?
No. Cigarettes cannot be used with lil™ SOLID device because of different manufacturing design. Tobacco sticks have been specifically designed for use with lil™ SOLID device.
Low or no aerosol
If you experience that you only get a little bit of aerosol compared to your previous experiences, please ensure you check the following:
• You are using the tobacco stick and not any other brands or products
• You have correctly inserted the tobacco stick in the lil™ SOLID device without breaking or turning the tobacco stick
• You allow the device to pre-heat for about 25 seconds prior to puffing
• You clean your lil™ SOLID regularly (every 20 sticks)
• You pause between puffs to allow the pin to properly heat the tobacco and generate aerosol
What are the differences in IQOS and lil SOLID offerings?
lil™ SOLID and IQOS™ are both smoke-free products, however, these devices have different offerings. It is only your own preferences, goals and budget that define your choice.
• lil™ SOLID device is a smoke-free product that:
o has limited selection of device colors and tobacco flavors
o no customization options or accessories
o However, all in one simple and practical device that offers real tobacco taste with no fire, smoke or ash.
o It suits best customers who value simplicity and practicality
• IQOS™ device is a smoke-free product that has different offerings::
o wider range of flavors – expertly crafted by our flavor masters to provide real tobacco taste and satisfaction
o Portfolio of devices, colors & stylish accessories
o more than 500 customization options for your device
o loyalty program, support programs and connected experience [IQOS app].
Can I customize lil SOLID device?
We sell lil SOLID charging accessories (AC Power Adaptor, USB cable) and Dual Cleaner.
If you are looking for a device that enables customization, we advise you to consider IQOS – with more than 500 customization options for your device.
Why is PMI endorsing lil? Why is lil introduced by IQOS outside South Korea?
PMI’s objective is that all adults who would otherwise continue to smoke or use other nicotine products switch as soon as possible to better alternatives to cigarettes.
In addition to our ongoing efforts to develop and commercialize our line of smoke free alternatives to cigarettes, commercializing lil outside of South Korea complements our strong portfolio of smoke free alternatives, while giving adult smokers more options in terms of range in taste, price and technology to choose from.
Important information: IQOS and lil SOLID are not risk free.
IQOS VEEV VAPE DEVICE
VEEV VAPE PODS
IQOS CLUB Terms and Conditions
How to buy
Where to buy IQOS and accessories?
Where to buy HEETS (tobacco sticks for IQOS)?
- In our e-shop at IQOS.com
- By telephone via the IQOS Customer Care Centre on tel.: 800 413 413
- In our IQOS STORE and IQOS POP-UP stores, a list of which can be found here.
- In more than 3,000 tobacconists - you can find the nearest store in STORE LOCATOR.
- We are constantly expanding the availability of our products. You can find the latest information in STORE LOCATOR.
Where can new users buy discounted registration offers?
The discounted price is valid only for newly registered users or registered users who have not yet used the discounted offer for IQOS sets. You can buy it in:
- In e-shop including the online IQOS Guide.
- In our IQOS stores, where you can check out the device. After purchasing it, you will have the QOACH program available.
- At selected tobacco stores - you can find the nearest one using our store locator by selecting the Devices filter. The availability of devices in individual sales channels may vary.
Orders and deliveries
Jak proběhne doručení objednávky z e-shopu?
IQOS zařízení pro nahřívání tabáku, IQOS příslušenství a tabákové náplně či zařízení pro vaping IQOS VEEV, IQOS VEEV příslušenství a VEEV nápln můžete objednávat na našem e-shopu v sekci OBCHOD. Pro nákup v e-shopu se musíte zaregistrovat nebo přihlásit.
Zboží z e-shopu Vám bude doručeno prostřednictvím kurýrní služby DPD PRIVATE. Obvyklá doba dodání zboží je 1 až 3 pracovní dny od dokončení objednávky, ve výjimečných případech se ale může stát, že to bude trvat až 5 pracovních dní.
Dopravné se službou DPD PRIVATE činí 50 Kč za zásilku, u objednávek v hodnotě vyšší než 1000 Kč máte nárok na dopravné zdarma!
How can I return a consignment?
If you have any questions, you can contact us on the IQOS Customer Care Centre's toll-free number: 800 413 413 or by email at [email protected]
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.