If you have any questions about our Auto Delivery service program, please click here (https://ch.iqos.com/en/delivery).

Unfortunately, wraps are not covered by the warranty.

If your IQOS device is not working, simply perform a reset. Still no luck? 
If your device is registered on your profile on iqos.com you can try our self-diagnostic tool, which can quickly identify and fix any problem you are having with your device. To use the self-diagnostic tool please follow this link.
If your device is not registered yet on your profile, you can try our different troubleshooting option following this link and select your device.
You can register your device on your profile on iqos.com in order to be able to use the self-diagnostic tool as well as other services

If neither resetting the device, updating the firmware with the IQOS app, proper cleaning and charging nor the online troubleshooting tool have fixed the problem with your IQOS device, please contact our customer support who will be happy to help you personally.

Within the first 12 months, a defective IQOS device will generally be replaced. If you have registered your device in your IQOS account on iqos.com, a free replacement of the device due to accidental damage is also possible.

We also offer a Takeback program and Exchange program.

Your voluntary warranty period depends on which country you bought your IQOS in. For example, in Switzerland, you'll get 2* years warranty from the day you buy your device. All you need to do is to keep your receipt or take a picture of it as proof of purchase. 

*The duration of the warranty for refreshed IQOS 3 DUO devices is one year from the date of purchase. Please read the full terms of the warranty available at iqos.com under important information.

No. The warranty applies for two years after you purchase the device. If you need to replace a certain element but it is no longer in stock, the same element in a different colour will be used. Outside of the warranty period, we are unable to replace the device and would offer you an exchange. Members of the IQOS CLUB get a great deal on exchanging the IQOS 3 DUO for the IQOS ILUMA. Please contact us at 0800 050 000 or via Live Chat on iqos.com if you need any assistance.

If you would like to try IQOS for free, visit www.tryiqos.ch

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 HEETS 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.

Yes, you can register additional devices in your IQOS account. Go to "My Devices" in your account and click "Add Device".

If an error message appears during registration (input field marked in red), you may not have entered the information completely or there may be a typo.

If the registration cannot be completed, you will receive a separate error message (e.g. if you have entered an invalid e-mail address or are trying to register more than once with the same e-mail address). In such cases, please follow the instructions in the error messages.