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Welcome to IQOS Care - IQOS ILUMA PRIME
A jade green IQOS ILUMA PRIME device and holder. A jade green IQOS ILUMA PRIME device and holder.

IQOS ILUMA PRIME
A moss green IQOS ILUMA device. A moss green IQOS ILUMA device.

IQOS ILUMA
A golden IQOS 3 DUO. A golden IQOS 3 DUO.

IQOS ILUMA ONE
IQOS 3 IQOS 3

IQOS 3 DUO
An illustration showing an IQOS 3. IQOS 3.

IQOS 3
Blue IQOS 3 MULTI holder Blue IQOS 3 MULTI holder

IQOS 3 MULTI
White IQOS 2.4 PLUS charger and holder White IQOS 2.4 PLUS charger and holder

IQOS 2.4 PLUS
First steps

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

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Self-diagnostics tool

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

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Accidental Damage Coverage

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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Rapid Replacement

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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International assistance

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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IQOS App and firmware upgrade

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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Got a question?
Find the answer in our FAQs.

See FAQs

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

Let's 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

Our Facebook Page

 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

SMS us

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

Email us

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

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No question is too small

Look through our FAQ

 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

Get in touch

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.