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Welcome to IQOS Care

IQOS ILUMA i PRIME. hover: IQOS ILUMA i PRIME.

IQOS ILUMA i PRIME
Breeze Blue IQOS ILUMA i device and its charger, standing position hover: Breeze Blue IQOS ILUMA i device and its charger, standing position

IQOS ILUMA i
Breeze Blue IQOS ILUMA i ONE device, standing position hover: Breeze Blue IQOS ILUMA i ONE device, standing position

IQOS ILUMA i ONE
A jade green IQOS ILUMA PRIME device and holder. hover: A jade green IQOS ILUMA PRIME device and holder.

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

IQOS ILUMA
A golden IQOS 3 DUO. hover: A golden IQOS 3 DUO.

IQOS ILUMA ONE
An illustration showing an IQOS 3. hover: IQOS 3.

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

IQOS 3
An illustration of IQOS 3 MULTI. hover: An illustration of IQOS 3 MULTI.

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

IQOS 2.4 PLUS
Blond girl with her gold IQOS kit in her hands

First steps IQOS 3 MULTI

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

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Self-diagnostics tool IQOS 3 MULTI

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

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Girl unpacking her IQOS device

Accidental Damage Coverage IQOS 3 MULTI

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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Girl smiling with an IQOS box in her hands

Rapid Replacement IQOS 3 MULTI

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 IQOS 3 MULTI

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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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 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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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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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.