IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked.

IQOS is our most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release a flavourful nicotine containing vapour.

IQOS and HEETS tobacco sticks are not for minors. Please refer to Important Information section for details.

No. IQOS is not a smoking cessation device or intended as a device to quit smoking. If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.

No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapour that is what you see when using IQOS.

IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell.

IQOS generates a nicotine containing tobacco vapour. IQOS emits on average 95% lower levels of harmful chemicals compared to cigarettes.*

Switching completely to IQOS is likely to present less risk to your health than continuing to smoke. However, IQOS is not risk-free and is addictive. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

* Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.

No you should not. IQOS device has been designed to work exclusively with HEETS tobacco sticks, and vice versa.

It is only by using both together that you can take full advantage of the benefits that the system provides and that have been proven by PMI Science. All our studies are based on the use of IQOS with HEETS tobacco sticks.

No. IQOS is not risk free. Although IQOS emits on average 95% lower levels of harmful chemicals compared to cigarettes, there are still some harmful chemicals.* Moreover, HEETS tobacco sticks contain nicotine, which is addictive.

This being said, IQOS is a better choice than smoking because, based on the scientific evidence we have to date, switching completely to IQOS is likely to present less risk to your health compared to continuing to smoke.

If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

* Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.

If your IQOS device is not working, simply perform a reset or go through diagnostics. Still no luck? Please contact Customer Care.

Keep IQOS away from water, direct sunlight and/or heat. Do not leave IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.

IQOS Holder and Pocket Charger are safe as electronic devices when used in accordance with the instructions in the Quick Start Guide. For more details refer to the User Guide. They both comply with the EU consumer electronic safety requirements indicated by the “CE"" (European Conformity) symbols on the packaging.

You can easily check the charge level by following these simple steps:

1. Press Pocket Charger Button for 1 second (short press)

2. The Battery Status lights will turn on and indicate the level of charge

4 LEDs = more than 75% charged
1 LED = low charge. Need to charge

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 device using supplied AC Power Adaptor and USB cable.

The IQOS 3 device does not require a full charge to work, however we recommend to fully charge the device before the first usage.

If the IQOS 3 Pocket Charger is fully charged, you may use the Holder up to 20 times.

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions.

If you insert the IQOS 3 Holder into the IQOS 2.4/2.4+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

Please, ensure that you always charge the IQOS 3 Holder with the IQOS 3 Pocket Charger.

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 USB cable hosts a USB-C port, which is different from the previous versions.

You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 10 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

Holder vibrations are activated in the following situations:

- At the start of the heating (once you press the IQOS 3™ Holder Button to start heating) - one vibration
- When the device is ready to be used – two vibrations
- When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

Any white light indicates that the device performs various operations, like charging, re-initialisation, ready to use, fully charged etc.

Any red light (steady or blinking) indicates that there is a device error.

Please, perform a reset of your device and try using it again.

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged, etc.

A red blinking light can occur on:
- Only Bottom Charger Light indicator>. Perform the reset of the device.



- Holder status light: Holder malfunction -> Please, perform a reset of the device.



Lights during charging:

IQOS 3 is designed to work in a wide range of climates but performs best when used in temperatures ranging between 0°C and 50°C.

IQOS ProtectPlus™ redefines the concept of protection and reliability of IQOS 3.

It introduces a number of improved features related to design and technology, such as:

- Robust outer shell improves shock resistance of the device.
- New sidedoor tested to guarantee reliable device performance
- New technology provides longer battery life (up to 14,600 sessions)
- Redesigned heating chamber* of your IQOS 3 Holder offers improved device reliability.

* Heating chamber refers to the area of the IQOS Holder, where the blade is apparent.

The 7 Day Home Trial is your opportunity to try out our technology in the comfort of your own home. You have a full week to make your decision, with expert guidance including virtual coaching, online tutorials and support material. It ultimately gives you the confidence to choose - you can try IQOS and ask for advice before making an informed decision at the end of the trial.

• Simply visit this website: https://uk.iqos.com/try-iqos
• Choose your device; an IQOS 3 or an IQOS 2.4 Plus (different colour options available)
• Enter your personal information (you can enter your referral code)
• We will verify your age, in order to do this we will need your home address and date of birth
• Enter your payment details (you will be charged an up-front cost of £15, this is the cost of three packs of HEETS which are non-refundable)
• Receive your device within 1-2 working days at your chosen shipping address
• Once your seven days are up, you can buy your device and keep it; or return it for free. Easy!

If your friend is a current registered IQOS user and has shared their referral code with you then you can simply insert it on the 7 Day Home Trial page. If you choose to keep the device at the end of the trial you will get £20 off and the code owner will get a £20 Amazon voucher.

You can find your own referral code to share with others on your IQOS account or via email if you are opted in to communications.

We will send your 7 Day Home Trial package to you within 1-2 working days.

Your personal IQOS expert will be in touch with you to help set up your account, answer any queries you may have and share tips and tricks about the device. Our IQOS experts are available Monday – Friday, 9:00-19:00.

*Excluding Bank Holidays.

If you want to keep your device that’s great news! We will automatically take the payment for the cost of the device chosen (£44 for IQOS 2.4 Plus and £74 for IQOS 3) from your account. You will receive a notification with the date in which the payment will be taken, it is typically 14 days from the date of your order.

If your IQOS device isn’t right for you that’s completely fine! Reach out to tryiqos.uk@pmi.com and one of our IQOS experts will be in touch with you to help process your return. HEETS are not refundable – this applies even if you wish to return your IQOS device at the end of your trial.

The device must be returned no later than 30 days from when the order was placed. If we receive it later than this you are not entitled to a refund.

If we receive your device within 14 days of when the order was placed we will cancel your subscription and the cost of the device will not leave your account.

If we receive your device 15 – 30 days after the order was placed the cost of the device will be refunded within 7 - 10 days.

In the unlikely event of device issues, we will contact you and provide replacements if necessary. We will also extend your seven day trial if needed.

IQOS MESH™ is a capsule based vaping product.

Unique IQOS MESH™ Heating Technology delivers a consistent vape every time because it is designed to prevent overheating or burnt liquid.

Because we know that convenience is as important as experience, we ensured that you can use your IQOS MESH™ device without having to press a button.

Unlike most e-cigarette devices that use a wick and coil heating element, IQOS MESH™ contains a German-made MESH™ heater that is in constant contact with the e-liquid for a consistent vaping experience.

Every IQOS MESH™ battery includes 3 protection levels designed to prevent overheating, short circuiting and pressure build-up.

The IQOS MESH device is equipped with a Low Liquid Detection system that automatically shuts off the heating element when the e-liquid in the capsule is too low for it to operate correctly. This eliminates potential e-liquid overheating, contributing to optimal vapour delivery.

A Red status LED light indicates that the capsule is nearly empty and must be replaced.

The IQOS MESH device complies with EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.

No, IQOS MESH does not produce smoke because it does not contain tobacco. It vaporises a nicotine containing liquid to create an inhalable aerosol.

No. IQOS MESH is not a smoking cessation device.

The IQOS MESH battery is designed for full day use on a single charge (based on consumption of 2ml of liquid per day).

A short press on the button, whilst the device is on, shows current battery level. It is also displayed for few seconds when you turn on the device.

When charge level is:

• below 5% - the battery LED light is quickly flashing white
• above 6% - the battery LED light is slowly flashing white

When the device is fully charged, the battery light will switch OFF after being solid white for few seconds.

We recommend to charge IQOS MESH™ using only the supplied AC power adaptor and USB cable.

A full charge of battery connected to an approved IQOS AC Power adaptor takes approximately 90 minutes. Charging is indicated by a pulsing white battery light.

In the event of the status or battery light is flashing red, you can reset your device by doing the following:

1. Press and hold the
button for 15 seconds
2. Release the button
3. Both the status and battery lights will flash to confirm a reset has taken place
4. The device will switch off

If the Status light is red, then either your VEEV Flavour Cap isn’t inserted correctly, or it’s empty and needs to be replaced with a new one.

If the Battery light is red, then the battery is fully discharged. Please recharge using the supplied AC Power Adaptor and USB Cable.

If the Status or Battery light is flashing red, then there is either a device or a charging error. Please, try to reset your device.

In the event of any issue, please try to reset your device:

1. Press and hold the button for 15 seconds
2. Release the button
3. Both the status and battery lights will flash to confirm a reset has taken place
4. The device will switch off

IQOS MESH™ and VEEV flavour caps are currently available only in the UK.

IQOS MESH Heating Technology is designed and developed by Philip Morris International in Switzerland. The device is produced in Malaysia, the atomizer is produced in Germany and the VEEV flavour capsules are produced in the EU.

Additional information:
More than 4 years of scientific research and development in Switzerland.

This is dependent upon how often you decide to use your IQOS MESH. On the basis of an average user, one VEEV flavour cap will last one day, as each capsule contains 2 ml of e-liquid.

No refilling. No mess. No cleaning. No flavour aftertaste from one capsule to another. Just swap in and out VEEV flavours whenever you want.

No you cannot. IQOS MESH™ is specifically designed to be used with VEEV flavour caps.

There are no parts that need to be replaced in the VEEV Flavour Caps. Once your cap is empty, simply replace it with a new one.

Each new VEEV flavour cap contains a new MESH™ heating element inside.

Yes they do. VEEV e-liquid contain nicotine, which is addictive. VEEV e-liquids contain nicotine which is extracted from tobacco leaves.

VEEV flavour caps are offered in up to 3 nicotine levels:

• 18mg of nicotine per ml
• 11mg of nicotine per ml
• 6mg of nicotine per ml

Flavour abbreviation & nicotine strength indicated on the packaging box and at the bottom of the VEEV flavour cap.

You can easily check the charge level by following these simple steps:

1. Press IQOS 3 Multi Button for 1 second (short press)
2. The Battery Status lights will turn on and indicate the level of charge:

4 LEDs = More than 75% charged
1 LED = Low charge. Need to charge.

It takes approximately 75 minutes to fully charge the IQOS 3 MULTI from an electrical outlet. Only charge IQOS 3 MULTI device using supplied AC Power Adaptor and USB cable.

The IQOS 3 MULTI device does not require a full charge to work, however, we recommend to fully charge the device before the first usage.

If the device is fully charged, you may use it up to 10 times without having to recharge between the HEETS Tobacco sticks.

You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing.

The lights will fade in and out to confirm a reset.

IQOS 3 Multi vibrations are activated in the following situations:

- At the start of the heating (once you press the Button to start) - one vibration
- When the device is ready to be used - two vibrations
- When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

Any white light indicates that the device performs various operations, like charging, re-initialisation, ready to use, fully charged etc.
If the Button light blinks white twice, this indicates that the device operates outside its operating temperature. Please, wait until the device is within temperature limits (0 - 50°C).

If the Button light blinks red, this might indicate the device malfunction. Please, reset your device and try again.

IQOS 3 MULTI is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 0℃ and 50℃.

You can easily check the charge level by following these simple steps:

1. Press for 1 second the ON/OFF button
2. The LEDs will turn on and indicate the level of charge:
- 1 LED = low charge level
- 4 LEDs = device is fully charged

It takes approximately 90 minutes to fully charge the IQOS 2.4 Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4 Plus device using the supplied AC Power Adaptor and USB cable.

The IQOS device does not require a full charge to work. If the IQOS 2.4 Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

You can easily do a reset of your IQOS 2.4 Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

Holder vibrations are activated in the following situations:

- At the start of heating (once you press the Holder Button to start)
- When the experience is nearly complete (30 seconds prior the end)

The red light, blinking or steady, on your Holder may indicate that:

- Holder is not charged
- Device is outside its optimal operating temperature (10°C - 40°C)
- You pressed on the Holder button during usage
- Holder malfunction

To resolve the issue, you may try the following:

a. Check that the IQOS 2.4 Plus Pocket Charger is switched ON and has enough power
b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
c. Ensure your Holder’s electric contact is clean
d. If none of the above works, perform a reset of your device
e. Still no luck? Please contact Customer Support or ask for assistance at the nearest IQOS store.

IQOS 2.4 Plus is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 40℃.

You can buy IQOS and IQOS MESH through our online shop or at one of our official IQOS Stores in London. We provide a free, next-day nationwide delivery for orders placed before 6.30pm over £30.00.

For orders to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, and Northern Ireland, we offer a 2-day delivery service.

Andorra, Armenia, Bulgaria, Canary Islands, Canada, Colombia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Italy, Israel, Japan, Kazakhstan, Korea, La Réunion, Latvia, Lithuania, Moldova, Monaco, the Netherlands, New Zealand, Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Switzerland, Ukraine, the United Kingdom, and in some Duty Free shops.

We offer free next-day delivery on orders worth £30.00 or more. For orders under £30.00, a delivery charge of £3.95 applies. Place your order with IQOS Care before 4.30pm.

Exclusions include:

- Bank Holidays
- Circumstances outside our control (example: weather conditions)
- Some delivery restrictions apply

We offer free next-day delivery on orders worth £30.00 or more, placed before 4.30pm. For orders under £30.00, a delivery charge of £3.95 applies.

IQOS UK delivers throughout the UK. We provide free, next-day nationwide delivery for orders placed before 4.30pm over £30.00. For orders to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, and Northern Ireland, we offer a 2-day delivery service. Check here to see if your address is in our 2-day delivery area.

Yes. You will need to register and to verify that you are of the legal age of 18 or over before we can sell our products to you. We provide free, next-day nationwide delivery for orders placed before 5.00pm over £30.00.

IQOS UK is working in partnership with DPD, one of the UK’s leading Time-Critical carriers. By supplying your e-mail address, and mobile phone number, at registration DPD will be able to keep you updated on the progress of your parcel.

1) When your order is placed on IQOS.co.uk you will receive an order confirmation via e-mail, to let you know that your order has been received.

2) When your order has been packed and despatched DPD will contact you via e-mail or SMS informing you of your planned delivery, and will provide you with options to track and manage your delivery.

3) On the morning of your delivery DPD will contact you via e-mail or SMS to inform you of the specified 1 Hour timeslot in which your parcel will arrive, the name of the driver who will be fulfilling the delivery, and provide you with options to manage your delivery if you’re not going to be in to receive the parcel.

There are several options available to you if you are not going to be in when your delivery is scheduled to arrive:

• Select an alternative delivery date

• Opt for delivery to a nominated neighbour

• Collect the parcel from your local DPD Pickup Shop

• Upgrade delivery to before 10:30, before 12, afternoon or a Saturday or Sunday To get even more information on your delivery you can download the DPD App.

If you’re not sure about anything regarding your delivery, or if you’ve not received any communication from IQOS UK, or DPD, following completion of your order, please contact IQOS Care.

No, however there must be someone who is over 18 to sign for the order on your behalf at your chosen delivery address.

If you would like to amend or cancel your order please contact IQOS Care.

Once an order has been picked it is not possible to amend or cancel, and it will be necessary for you to return the items for a refund or replacement.

Yes, if you’ve not yet completed your order the delivery address can be selected during the checkout process. Please be aware there must be someone over 18 to sign for the order.

If your order is on its way it is still possible for you to change the delivery address, within reason, by clicking on the ”manage your delivery” link in the e-mail or SMS you received from DPD.

There are several options available to you if you are not going to be in when your delivery is scheduled to arrive:

• Select an alternative delivery date

• Opt for delivery to a nominated neighbour

• Collect the parcel from your local DPD Pickup Shop

• Upgrade delivery to before 10:30, before 12, afternoon or a Saturday or Sunday To get even more information on your delivery you can download the DPD App.

If you have not received any communication from IQOS UK, or DPD, following completion of your order, please contact IQOS Care to manage your delivery.

We accept the following payment methods for orders over the phone: Visa, Visa Debit, MasterCard and Maestro. We also accept cash payments in store.

You can order through our online shop, through our IQOS Store or by calling IQOS Care (if you are registered with us).

To obtain a copy of your invoice, please contact IQOS Care who will be happy to email a copy over to you.

Your card will get charged once the order has been despatched from our warehouse.

Pre-authorisation puts a temporary hold on your funds until the payment is processed to ensure it goes through.

We are unable to complete orders to PO Boxes because of the requirement of an individual aged over 18 to sign for the package upon delivery.

For next day deliveries you may be able to make limited changes to your delivery options by replying to our courier DPD, who send automated e-mail or SMS messages. You can also alter your delivery by entering your tracking reference in DPD’s website.

HEETS tobacco sticks are designed for the same length of time and number of puffs as a cigarette. This is approximately 14 puffs or 6 minutes.

The HEETS tobacco sticks are designed specifically for IQOS and its length is optimal to be used by the IQOS Holder. The average experience duration is about the same as smoking a conventional cigarette. You must not put other types of tobacco in the IQOS Holder.

HEETS tobacco sticks taste different to cigarettes because the tobacco is heated rather than burned. By heating tobacco the true taste of tobacco is released. Tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste and satisfaction that replicates as much as possible what adult smokers expect.

Yes, HEETS tobacco sticks contain nicotine, which is addictive.
Nicotine is naturally present in the tobacco used in HEETS. It is released in the vapor that is generated during the IQOS usage.

If you experience difficulty inserting HEETS tobacco stick, check if the tobacco portion from a previous HEETS tobacco stick is not stuck in the Cap. Then, using the Pin from the IQOS Cleaner, push the tobacco portion out.

You can register on this website by going to the ‘Sign In’ tab. This process will verify that you are 18 years old and over. Alternatively, you can register for an account in the IQOS store.

To sign in, simply click on the “Sign In” button on the top right of the page and enter the email address and password that you used to register.

Registration is mandatory if you purchase online or over the phone. This is required because we need to verify that you are of the legal age of 18 or over before we can sell our products to you. You can purchase IQOS devices (but not HEETS) in store without registering provided that you can prove you are 18 or over.

As a registered IQOS user, you will be able to order via our free next-day delivery service. Request repeat purchases, track your orders, view your order history, and request returns and refunds via IQOS Care.

In addition if you opt-in for communications, you will be able to benefit from:

• Discounted 1st and 2nd IQOS devices (Does not apply to IQOS MESH).

• Our 30 day money back guarantee

• Dedicated support to get you started and help you with your IQOS journey (Does not apply to IQOS MESH).

• Communication to keep you up to date with IQOS news and the latest product information

To change your password or email sign in to your account, where you can edit your profile.

If you have forgotten your password you can reset it by clicking on the 'Forgot password?' link on the login page. If you have forgotten your email address, please contact IQOS Care.

If you wish to delete your account, please sign in to your account, where you can edit your profile and delete your account.

IQOS and IQOS MESH is used with HEETS tobacco sticks and nicotine capsules respectively which is a tobacco product. You have to be 18 years or above to use this product.

No, in accordance with our privacy policy, none of our systems store any payment card details.

Sign in to your account, where you can register your device. You will need to have registered as a user online or in store before you can register your product.

Your information is solely used by Philip Morris Companies to communicate with you about IQOS. Your information will not be used for any other purposes. If you chose to opt in to communications, your information will be shared with PMI Research and we will also contact you about IQOS and other products and services which may be of interest to you. You can opt out of communications at any time through your account, or by calling IQOS Care .

For more information on how we use your personal information please read our privacy policy.

You can easily clean your IQOS Holder in two simple steps:
IQOS Holder:

IQOS Cap: Clean your IQOS cap with the IQOS Cleaning Sticks.

Additional Information:

Additional Information:

To ensure optimal taste, we recommend cleaning the IQOS Holder’s heating blade, the surrounding area, and cap once a day using the IQOS Cleaning Tool and IQOS Cleaning Sticks.

Only use IQOS original cleaning products and tools to clean your IQOS.

Yes, you can use the IQOS Cleaning Sticks for the finishing touch or for some remaining minor tobacco residue in IQOS Holder or Cap.

If you have issues starting your session, there might be several reasons, such as:

Please, check the following:

We’d like to make returning an item as hassle free as possible for you, and have provided multiple options to suit you. All you need to do is find your delivery note, choose from one of the three options below, and follow the instructions highlighted.

IN STORE

1. If you do not already have a copy of your invoice, contact IQOS Care UK (0800 432 000) to obtain a copy, as proof of purchase.

2. Take your item to any UK IQOS store. For the most up to date list of store locations, please visit our store locator.

3. Present your invoice note to the In Store team.

4. Provide the payment card you used to complete your online transaction.

5. A Refund will be processed to your card immediately.

If you do not have your invoice when returning In Store, the team will be unable to verify your purchase and provide you with a refund.

BY POST

Contact IQOS Care to begin the process, and organise your return.

1. Complete the returns sections of the delivery note provided with your order

2. Enclose the completed delivery note within your parcel, and attach the pre-paid Royal Mail Returns postage label provided.

3. Ensure any original delivery labels are completely covered.

4. Please obtain a receipt as proof of postage.

All returns are inspected upon receipt, and appropriate refunds will be processed to your card immediately. Refunds may take up to 10 working days to appear on your account depending on your payment type.

If you do not complete the necessary returns information, or provide the original delivery note with your return, it may not be possible to complete your exchange or refund. Please ensure all fields are completed as required before sending.

COLLECT+

Contact IQOS Care to begin the process, and organise your return.

1. Complete the returns section of the delivery note provided with your order.

2. Enclose the completed delivery note within your parcel, and attach the pre-paid Collect+ Returns postage label provided.

3. Ensure any original delivery labels are completely covered.

4. Find your nearest drop point by visiting the Collect+ website or text “Collect”, and your postcode, to 84555 (eg. Collect NN8 2DH). Texts from 84555 are free to receive. Texts to this service will be charged at your standard network rate.

5. Take your parcel to any local store offering the Collect+ drop off service, or await your agreed collection.

All returns are inspected upon receipt, and appropriate refunds will be processed to your card immediately. Refunds may take up to 10 working days to appear on your account depending on your payment type.

Remember to keep your receipt, and the code, to track your return using the Collect+ website. Returns via this method take between 3 & 5 days to be delivered to the Returns Sortation Centre.

If there are any problems, and you’re unsure what to do, please call IQOS Care who can create a new order and organise a return.

Please see our terms and conditions for further information on our returns policies.

We’d like to make returning an item as hassle free as possible for you, and have provided multiple options to suit you. All you need to do is find your delivery note, choose from one of the three options below, and follow the instructions highlighted.

IN STORE

1. If you do not already have a copy of your invoice, contact IQOS Care UK (0800 432 000) to obtain a copy, as proof of purchase.

2. Take your item to any UK IQOS store. For the most up to date list of store locations, please visit our store locator.

3. Present your invoice note to the In Store team.

4. Provide the payment card you used to complete your online transaction.

5. A Refund will be processed to your card immediately.

If you do not have your invoice when returning In Store, the team will be unable to verify your purchase and provide you with a refund.

BY POST

Contact IQOS Care to begin the process, and organise your return.

1. Complete the returns sections of the delivery note provided with your order

2. Enclose the completed delivery note within your parcel, and attach the pre-paid Royal Mail Returns postage label provided.

3. Ensure any original delivery labels are completely covered.

4. Please obtain a receipt as proof of postage.

All returns are inspected upon receipt, and appropriate refunds will be processed to your card immediately. Refunds may take up to 10 working days to appear on your account depending on your payment type.

If you do not complete the necessary returns information, or provide the original delivery note with your return, it may not be possible to complete your exchange or refund. Please ensure all fields are completed as required before sending.

COLLECT+

Contact IQOS Care to begin the process, and organise your return.

1. Complete the returns section of the delivery note provided with your order.

2. Enclose the completed delivery note within your parcel, and attach the pre-paid Collect+ Returns postage label provided.

3. Ensure any original delivery labels are completely covered.

4. Find your nearest drop point by visiting the Collect+ website or text “Collect”, and your postcode, to 84555 (eg. Collect NN8 2DH). Texts from 84555 are free to receive. Texts to this service will be charged at your standard network rate.

5. Take your parcel to any local store offering the Collect+ drop off service, or await your agreed collection.

All returns are inspected upon receipt, and appropriate refunds will be processed to your card immediately. Refunds may take up to 10 working days to appear on your account depending on your payment type.

Remember to keep your receipt, and the code, to track your return using the Collect+ website. Returns via this method take between 3 & 5 days to be delivered to the Returns Sortation Centre.

If there are any problems, and you’re unsure what to do, please call IQOS Care who can create a new order and organise a return.

Please see our terms and conditions for further information on our returns policies.

Please allow a few days for your bank to clear funds. If you have any queries please contact IQOS Care.

The crossed-out wheelie bin symbol is marked on products that should not be disposed of in the normal waste system, but should be taken to an appropriate local council facility to enable their safe recovery and recycling.

Please see our terms and conditions for more information.

Yes, all IQOS devices returned to IQOS UK will be recycled in accordance with Waste Electrical and Electronic Equipment (WEEE) regulations.

If your order was damaged on delivery please contact IQOS Care who can take you through the return steps and arrange a replacement order.

The IQOS warranty lasts for 12 Months/7300 cycles (whichever comes first). A cycle represents each charge of the holder or charger. You can check how many cycles your device has been through in the IQOS Store.

The IQOS MESH warranty lasts for 12 Months.

Please see our terms and conditions for more information.

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 IQOS Coach program. Your personal IQOS Coach 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 suit your taste preferences best, to explaining how to clean your device, to providing tips about IQOS whenever you need it, our highly trained Coaches will accompany and motivate you every step of the conversion journey.

To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS. Please contact Customer Care or ask for enrollment in the nearest IQOS store.

Yes, you can visit any of the official IQOS Stores in London to try it in person. Or visit our Try page online to arrange for a trial in another location.

For the most up to date list of store locations please visit our store locator.

We have our flagship store in central London.

Our store is generally open from 11am – 8pm Monday – Saturday, and 12pm – 5pm on Sunday. Restrictions may apply for public holidays and private events.

Please visit the Contact Us section of our Support area.