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Welcome to IQOS Care - IQOS ILUMA

Using IQOS is easy. Learn how to use, clean, and charge your IQOS, and find quick tips.

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Sometimes a quick fix is all it takes, let us help you troubleshoot your IQOS device.

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If you accidentally damage your IQOS device, we’ll replace it for free* so you can continue enjoying your IQOS moments with one less thing to worry about.

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If you are entitled for a replacement, with our rapid replacement service you won't have to wait too long for a new device to arrive or even leave your home.

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If you are on a holiday or travelling for work in a country where IQOS is available and your device is damaged, let us know and we'll send you a replacement for free*.

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We’re always improving the technology that goes into your device. To make sure you continue to get the very best experience update your device to the latest firmware.

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Something we haven’t covered?

There are several ways you can reach us. Our customer care service is available for you on:
Monday - Friday 08:00 - 20:00
Saturday - Sunday 09:00 - 18:00

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Use our live chat

Chat to our IQOS Experts in real time. Just give them a message and they’ll say hello within seconds. 

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Facebook us

 We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes. 

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Send us an SMS

Chat to our IQOS Experts in real time (+41798075558). Just give them a message and they’ll say hello within seconds.

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Send us an email

Write to us ([email protected]). Our inbox is never too full.

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No question is too small

 Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you. 

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Give us a ring

Sometimes you just want to talk with someone. We get it. Try our phone or video-calls support line (0800 050 000*). You will be directly connected to our IQOS experts.

*Some fees may apply, please speak to your network operator.