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IQOS ILUMA i PRIME
Care you can count on

Learn how to use your IQOS ILUMA i PRIME device and find quick tips.

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

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Get a free* device replacement if yours is accidentally damaged.

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Get support when you're away from home.

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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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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 and connect to the App.

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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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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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Book a phone appointment

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

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.