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Welcome to IQOS Care

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
An illustration showing an IQOS 3. IQOS 3.

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

IQOS 3
An illustration of IQOS 3 MULTI. An illustration of IQOS 3 MULTI.

IQOS 3 MULTI
An illustration of IQOS 2.4 PLUS. An illustration of IQOS 2.4 PLUS.

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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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 (+41798078858). 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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Book a phone appointment

Choose when to be called back

Avoid waiting on the line. Click here and select your preferred slot. One of our experts will call you back.

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Give us a ring

Get in touch

Sometimes you just want to hear a human voice. We get it. That’s why our phone support line (0800 050 000*) connects you directly to an IQOS experts.

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