Frequently Asked Questions
REPAIR & SERVICE
What should I do in case I have issues with my IQOS device?
If you have any questions on the usage of your IQOS device, please contact our IQOS contact center or visit one of our stores with an IQOS Expert or the After Sales.
Our contact center is here for you:
Phone: 0800 050 000
Working hours: Monday - Friday: 08:00 - 20:00
Visit us on our Facebook page, where you can ask questions about IQOS and find support if needed
Who/what is covered by the IQOS Special Support Service?
The Special Support Service is applicable only when all three of the following conditions are met: (i) you are an adult IQOS consumer from EU or Switzerland; (ii) yourself and your IQOS device are registered in EU or Switzerland; and (iii) you experience an issue with your IQOS Device when travelling within EU and Switzerland outside the country where there device is registered.
How long does coverage under this service last?
The service is offered within the duration of your IQOS voluntary warranty valid in the country of purchase.
How much does it cost?
The service is a free service that is made available to all registered IQOS consumers from EU or Switzerland.
How does the service work?
If you need support while abroad, contact the IQOS Customer Care toll free number *00800 23 7 23 888 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 +30 211 211 6043 (certain charges may apply, please consult your operator for details)
Can I contact my home IQOS Customer Care to assist with the replacement?
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 EU or Switzerland, please contact the IQOS Customer Care toll free number *00800 23 7 23 888.
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.
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.
If not, what should I do with it?
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. 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.
In which countries does the service apply?
IQOS support service is available for adult IQOS consumers residing in and travelling within the following countries:
- Greek Cyprus
- Czech Republic
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.
Do I need to make any payment for this replacement?
Replacement is free for registered customers.
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)
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.
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 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.
IQOS SPECIAL SUPPORT SERVICE