IQOS Devices

• Is IQOS safe as an electronic device?

  IQOS Holder and Pocket Charger are designed to be safe, as electronic devices, when used in accordance with the instructions in the User Guide. 
  They both comply with the EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.
  For more details refer to the User Guide.

• 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 800 413 413 Monday - Friday 8:00 am - 10:00 pm or weekends and holidays 10:00 am to 8:00 pm, email us on [email protected], connect with us on our Facebook IQOS Czech Republic 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 is IQOS 3 DUO different from the previous devices?

  The new IQOS 3 DUO has our fastest and most powerful Holder within IQOS family.
  Inspired by our customers, it has been designed around your needs to enjoy the IQOS moment your way:
  - It enables to enjoy two consecutive uses without Holder recharging
  - Faster Holder charging allows you to focus on your enjoyment and not worry about recharge:
  • At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
  • At least 1min 40sec faster than charging the Holder of IQOS 3*
  - It hosts our IQOS ProtectPlus™ System for better protection and reliability and NFC chip for easy registration and access to IQOS website 

  *provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

• 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 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 can I check the charge level of the battery?

  You can easily check the charge level by following these simple steps: 

  1. Press Pocket Charger Button for 1 second (short press)
  2. The Battery Status lights will turn on and indicate the level of charge

• 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.

• Mohu k nabíjení IQOS 3 zařízení použít napájecí adaptér a USB kabel z předchozí verze zařízení?

  IQOS napájecí adaptér z předchozích verzí zařízení můžete používat. IQOS 3 USB napájecí kabel má však konektor USB - C, který se od předchozích verzí liší.

• 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 prio 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 [add link to How to reset question] and try using it again.
  Still no luck? Please contact Customer Care at 800 413 413 Monday to Friday 8:00 - 22:00 or during weekends and holidays 10:00 - 18:00 or ask for assistance at the nearest IQOS store. 

  Link to store subsite:
  CZ CZ: https://cz.iqos.com/cs/novinky/nase-prodejny
  CZ EN: https://cz.iqos.com/en/news/shops

• 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 at 800 413 413 Monday to Friday 8:00 - 22:00 or during weekends and holidays 10:00 - 18:00 or ask for assistance at the nearest IQOS store. 

  Link to store subsite:
  CZ CZ: https://cz.iqos.com/cs/novinky/nase-prodejny
  CZ EN: https://cz.iqos.com/en/news/shops

• What is the optimal IQOS device functioning temperature?

  IQOS 3 is designed to work in a wide range of temperatures, but 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 can I check the charge level of the battery?

  You can easily check the charge level by following these simple steps: 

  1. Press IQOS 3 MULTI Button for 1 second (short press)
  2. The Battery Status lights will turn on and indicate the level of charge:
  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 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 800 413 413 Monday - Friday 8:00 am - 10:00 pm or weekends and holidays 10:00 am to 8:00 pm, email us on [email protected], connect with us on our Fasebook IQOS Czech Republic or Twitter. You can also ask for assistance at the nearest IQOS store.

• 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 can I check the charge level of the battery?

  You can easily check the charge level by following these simple steps: 

  1. Press for 1 second the ON/OFF button 
  2. The LEDs will turn on and indicate the level of charge:
  - 1 LED = low charge level
  - 4 LEDs = device is fully charged

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

  It takes approximately 90 minutes to fully charge the IQOS 2.4Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4Plus 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 2.4Plus 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 2.4Plus 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 - 40°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 800 413 413 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 does the red light on my Pocket Charger mean?

  a. Holder light on the IQOS 2.4 Plus Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle. 

  b. The bottom light on the Pocket Charger Battery Status indicates a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C) 

  Please, perform a reset of your device  and make sure it is in the optimal temperature range.

  Still no luck? Please contact Customer Care 01-8000-1-8000-1 Monday- Sunday 10:00 am - 8:00pm [email protected] Tw @iqos_support_co Fb @IQOS.CO 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 40℃. 

Tobacco sticks

• What is the puffing time of tobacco stick?

  Tobacco sticks are designed for the same duration and number of puffs as cigarettes. 
  Up to 14 puffs or about 6 minutes, whichever comes first.

• 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. 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 not sure if IQOS is for me. Can I try IQOS before I buy it?

  Our IQOS Partners will gladly show you IQOS, they will even visit you. Fill in the form on https://cz.iqos.com/en/try and your IQOS Partner will reach out to you soon.

• 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. 

• How can I enrol in the personalised assistance program?

  Please contact Customer Care at 800 413 413 Monday to Friday 8:00 - 22:00 or during weekends and holidays 10:00 - 18:00 or ask for enrollment in the nearest IQOS store.

   

• Who can enrol in this program?

  To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS.  That’s it!

Orders and Commercial Information

• In which countries is IQOS available?

  IQOS is available in the following countries*: https://www.pmi.com/smoke-free-products/iqos-our-tobacco-heating-system

Orders and deliveries

• How do deliveries of orders from the e-shop work?

  IQOS devices, IQOS accessories and HEETS tobacco sticks can be ordered from our e-shop, by clikcing on SHOP. You will need to register or log in to make purchases in our e-shop.

  Goods purchased from our e-shop will be delivered to you by the DPD PRIVATE courier service. If you place your order before 2.00 pm on a weekday, the goods will be delivered to you the next working day (goods ordered after 2.00 pm will be delivered within 2 working days). Orders placed at the weekend and on public holidays will be delivered to you on the 2nd working day.

  The delivery fee with DPD PRIVATE is CZK 50 per consignment; for orders worth over CZK 1,000 you are entitled to free delivery.

  After preparation of your order, you will be contacted by DPD by email and text message regarding delivery of the consignment for shipment. DPD PRIVATE allows you to choose from their range of additional services - such as delivery by 10:00 am or delivery in the evening. Details regarding DPD PRIVATE's additional services can be found on the DPD website. These additional services can be charged according to the DPD price-list and are paid for by the customer.

  Orders from www.iqos.com can only be delivered to persons aged 18 or over. When the first order is delivered from the e-shop, the consignment must be delivered to the purchaser in person and the courier will require proof of identity upon delivery for age verification purposes (national ID card, driving licence or passport). With subsequent orders (whether the first order was delivered via DPD PRIVATE or via an IQOS PARTNER), the goods can be accepted on your behalf by another person aged 18 or over at the address you have specified. In that case, however, you will have to actively change the addressee in the DPD application, prior to delivery, to the person who is going to accept your order on your behalf.

  Upon delivery, please check that the package is not damaged and notify the courier straight away about any problems. If the goods delivered do not match your order, please contact the IQOS Customer Care Centre, who will help you sort out your problem.

• How can I return a consignment?

  If you want to return the goods ordered and thereby withdraw from the purchase agreement, please contact the IQOS Customer Care Centre or follow the instructions in our IQOS E-SHOP General Terms and Conditions.

  You can use this form to withdraw from the purchase agreement: www.iqosclub.cz/odstoupeni_od_smlouvy.pdf

• Further questions?

  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.

How does IQOS work

• Why do tobacco sticks taste different compared to my normal brand of cigarettes?

  Because the tobacco only heats up and does not burn, IQOS does not create smoke but an aerosol, composed mainly of water, glycerin and nicotine. As regards harmful components, compared to cigarette smoke, the IQOS system significantly reduces the levels of harmful and potentially harmful substances occurring in the aerosol that the user inhales. Using IQOS is not without risk, however, and the best way to reduce the health risks associated with tobacco is to completely stop using tobacco products.

• Is IQOS a nicotine-containing electronic cigarette?

  IQOS does not contain liquid nicotine but real tobacco. It is not an electronic cigarette but a unique system, which only heats the tobacco rather than burning it, creating an aerosol that tastes like real tobacco. It contains nicotine, which is naturally found in the tobacco contained in tobacco sticks, and nicotine is addictive.

• How do I reset the IQOS device?

  Simultaneously press and then release the Bluetooth button and the power button, until all of the lights flicker briefly. If the problem persists, contact the IQOS Customer Care Centre on 800 413 413 or visit one of our stores.

• What types of substance does the aerosol contain?

  Because the tobacco only heats up and does not burn, IQOS does not create smoke but an aerosol, composed mainly of water, glycerin and nicotine. Compared to cigarette smoke, the IQOS system significantly reduces the levels of harmful and potentially harmful substances in the aerosol that the user inhales. Using IQOS is not without risk, however, and the best way to reduce the health risks associated with tobacco is to completely stop using tobacco products.

• After pressing the device power button, a small amount of aerosol came out of the IQOS. Is that normal?

  Once the heating process has started, it is possible that a small amount of aerosol will come out of the IQOS. That is entirely normal. You may also notice that a small amount of aerosol is emitted from the charger when you start the electronic cleaning process.

• 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.

• Can I use my normal brand of cigarettes in the IQOS holder?

  No. IQOS is designed to be used exclusively with our patented tobacco sticks. Cigarettes cannot be used in the IQOS system.

• Is the red light flashing on your IQOS or your pocket charger?

  A flashing red light on the IQOS charger or the IQOS holder may indicate a fault. The first step we recommend is to restart your device.

International Support

• 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.

• 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 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.

• I tried calling IQOS Customer Care toll free number but it doesn’t work. Why? And what should I do?

  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)

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

  Replacement is free for registered customers.

• 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.

• 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
  • Lithuania
  • Latvia
  • Czech Republic
  • Slovakia
  • Croatia
  • Slovenia

• 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.

• 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

• 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.

How to buy

• Where to buy IQOS and accessories?

  You can buy IQOS online at the IQOS.com e-shop, in our IQOS Stores in Prague and Kutná Hora, in our POP-UP stores, via IQOS Partners or in selected tobacconists.

• 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 the IQOS partner. Make an appointment online using the form here. During a personal meeting with the IQOS partner, you will have the opportunity to check out the device and even borrow it for free for up to five days (tobacco fillers will be offered to you at a special price for registered consumers).

  • At selected tobacco stores at a recommended retail price of CZK 1,290 (IQOS 2.4 Plus only) - 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.

• 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.

• How do I get rewards for IQOS recommendations?

  Members of the IQOS CLUB can obtain rewards for recommending IQOS to adult smokers they know and can also provide them with a discount code to buy their IQOS devices. Please have a look at our IQOS CLUB for more information.

• Further questions?

  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.

IQOS CLUB Terms and Conditions

• What advantages does the IQOS CLUB offer?

  • A bonus of CZK 600 in the form of a voucher for referring IQOS within the first 60 days after sending out the IQOS CLUB code to your e-mail address; any time afterwards the referral bonus will be CZK 300
  • A purchase of a special offer for new users with the bonus of CZK 300 in the form of a voucher for your friends, adult smokers who purchase IQOS on your recommendation using your IQOS CLUB code
  • Offers for exclusively reduced prices
  • Invitation to VIP events
  • Useful tips and tricks how to use IQOS to the maximum
  • Up to date information about new products, limited editions or tobacco sticks flavors

• 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, at our IQOS.com e-shop 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 after clicking "MY DEVICES". Or call our Customer Care Center at our toll free number 800 413 413.

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

  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 code. If you fail to find it in your e-mail inbox please contact our IQOS Customer Care Center at [email protected] or at 800 413 413.

• 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 our e-shop or with a registration at our IQOS stores, device registration is done automatically).

• How to get a bonus for IQOS referral?

  It is easy, you only have to explain the advantages of IQOS to your friends, adult smokers and hand them your unique IQOS CLUB code. By making purchases at our e-shop, at our IQOS stores or with our IQOS partners the code is redeemed and after making the payment the referred friends get a voucher in the value of CZK 300.

  You will receive CZK 600 bonus in the form of a voucher to purchase any goods at our IQOS.com e-shop or at our IQOS stores for all new users who purchase IQOS during the first 60 days after your IQOS CLUB code has been sent to your e-mail address, which you provided during the registration. Any time afterwards your bonus will be CZK 300.

  Attention, we give out bonuses for every new user you refer but up to a maximum of 15 within one calendar month. You will be awarded the voucher bonuses for the whole calendar month at once.

• 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 inIQOS 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 six registration offers*:

  1. IQOS 2.4 Plus MULTIPACK SET (including four different packs of tobacco sticks and a voucher worth CZK 500 for next purchase) for CZK 1 290
  2. IQOS 2.4 Plus including five packs of tobacco sticks for CZK 1 290
  3. IQOS 3 MULTIPACK SET (including four different packs of tobacco sticks and a voucher worth CZK 500 for next purchase) for CZK 2 790
  4. IQOS 3 including a carton of tobacco sticks for CZK 2 790
  5. IQOS 3 COMBO including a carton of tobacco sticks for CZK 4 190, this COMBO includes IQOS 3 and IQOS 3 MULTI
  6. IQOS 3 MULTI including a carton of tobacco sticks for CZK 2 490

  Upon redeeming the IQOS CLUB code a voucher for the value of CZK 300 will be sent to them.

  *The prices are valid for IQOS.com e-shop purchases (these offers can be found under IQOS 2.4 Plus MULTIPACK SET / IQOS 2.4 Plus SET/ IQOS 3 SET / IQOS 3 MULTI SET/ IQOS COMBO SET / IQOS 3 MULTI SET at the e-shop, the price will be reduced after putting the goods in the shopping cart and logging in), 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 on IQOS.com.

• How can I get the CZK 300 voucher for purchasing IQOS using the IQOS CLUB code?

  When shopping through an IQOS partner the voucher will be sent to you by e-mail within 48 hours after your purchase.

  When shopping online at our IQOS.com e-shop you will receive the voucher within 48 after receiving and paying the order.

  When shopping at our IQOS stores you will receive a voucher within 48 hours via SMS after the purchase of your IQOS device.

   

  This voucher can be redeemed at IQOS.com or in our IQOS Stores.

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

  • Referral vouchers can be redeemed at IQOS.com e-shop and at our IQOS stores for three consecutive months after you became eligible.
  • None of the vouchers can be exchanged for others, nor can they be paid out or extended.
  • Unused voucher cannot be paid out or paid back or used for another purchase at our IQOS.com e-shop and at our stores.
  • At the IQOS.com e-shop, the voucher is always used for an item with the highest value and one voucher cannot be used for purchasing more items. Vouchers cannot be used for shipping costs.
  • Within one calendar month you may receive a bonus for the maximum of 15 IQOS CLUB code uses which means that the maximum bonus with time limited offer of CZK 600 for one referral is CZK 9 000, with no time limit offer with the CZK 300 bonus for a referral  the maximum bonus is CZK 4 500. Other bonuses beyond the set limit are not transferred to the following calendar month.
  • 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 placement. If the buyer using the IQOS CLUB code after the purchase withdraws the contract, the reward voucher will be invalidated or the referral reward for this purchase will be deducted as part of the subsequent rewards.
  • The award entitlement for referral arises only if the order has been delivered and fully paid. The decisive date for granting the bonus is a day after delivery and payment of the order through IQOS.com e-shop.
  • Vouchers in the value of CZK 300 for your friends, adult smokers can be redeemed at IQOS.com e-shop or at our IQOS stores with the same terms and conditions as the referral vouchers.
  • Phillip Morris CR a.s. reserves the right to change or end the terms and conditions of this campaign. You shall be informed about 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.
  • As part of membership in the IQOS CLUB, vouchers of different values may be distributed, which may be used to purchase specific goods. Philip Morris ČR a.s. however, reserves the right, in the event of unavailability of such goods, to provide other goods as a replacement.

• 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 800 413 413 or [email protected]. Upon unsubscribing, your IQOS CLUB membership shall expire. 

• Do you have other questions?

  Please contact our IQOS Customer Care Center at 800 413 413 or [email protected].