You can buy IQOS 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 £29.90. For orders to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, and Northern Ireland, we offer a 2-day delivery service.

IQOS is a revolutionary device that heats tobacco instead of burning it. Through this heating process IQOS produces tobacco vapour, allowing you to experience the true taste of tobacco with no smoke, no ash, and less smell.

The IQOS system heats the tobacco stick to below 350 °C producing a tobacco vapour. In comparison, a cigarette burns tobacco at temperatures over 800 °C producing smoke.

In order to experience the taste of tobacco without burning it, you must remove your IQOS Holder from the Pocket Charger and insert a HEETS tobacco stick. Then press and hold the button for a few seconds, until the LED light stops flashing, it is then ready to use. The experience will last around 6 minutes or 14 puffs – similar to the duration of cigarette.

IQOS does not burn tobacco and, therefore, does not generate smoke or second-hand smoke. Instead IQOS generates tobacco vapour which is very different from cigarette smoke. IQOS is not risk free. The best way to reduce tobacco related health risks is to quit tobacco use altogether.

No. You should only use our patented “HEETS” tobacco sticks in IQOS. Cigarettes or any other products cannot be used with the IQOS Kit.

No. IQOS is not an electronic cigarette. E-cigarettes create a vapour from a liquid containing nicotine. IQOS creates vapour from the HEETS tobacco stick, which contain real tobacco.

Yes. Nicotine is naturally present in the tobacco used in HEETS and nicotine is addictive. Whilst nicotine is addictive and not risk free it is not the primary cause of smoking related disease.

“Tar” refers to the amount of cigarette smoke condensate excluding nicotine and water produced by cigarettes when they burn. The vapour generated by IQOS results from heating and not burning, and is fundamentally different from smoke and should not be classified as “tar”. The level of nicotine in the vapour of the specially designed tobacco sticks is on average 0.5 mg for each variant. This information is not printed on the pack because HEETS are not cigarettes.

If used as set out in the user’s guide, you will only need to replace components once the IQOS Holder battery or Pocket Charger is worn out. The IQOS Holder and Pocket Charger are designed and tested to last approximately 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.

It is normal to sometimes see a little bit of vapour coming out of the Holder when the pre-heat process has been started. You may also see a little bit of vapour coming out of the Pocket Charger when the electronic cleaning process is initiated.

No, the Pocket Charger does not require a full charge to work, if the pocket charger is fully charged you may use the holder for up to 20 times.

It takes about 90 minutes to fully charge the IQOS Pocket Charger from an electrical outlet.

Use of IQOS in public place is at the discretion of the venue owner, as with other vaping products. Consumers should respect the rules of any premises they are in and exercise common sense with respect to where and around whom they use these products, and in particular use responsibly around non-smokers and minors.

The composition of the vapour of these products is significantly different than cigarette smoke but, ultimately, a decision on their use in indoor public places will have to be made by the relevant authorities.

You can buy HEETS through our online shop, in one of our London stores or at a local stockist . We provide a free, next-day nationwide delivery for orders placed before 6.30pm over £37.50. 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.

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.

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.

Our filters are not biodegradable. We recommend discarding HEETS in an appropriate manner in order to preserve the environment.

The amounts are the same as for conventional cigarettes and are subject to the laws of each country.

The polymeric filter film is made from polylactic acid, one of the most widely used bio-polymers in the world derived from sugarcane or starch. When the HEETS tobacco stick is consumed, the filter film becomes harder, which is a normal reaction due to the temperature of the tobacco vapour that passes through the filter. In addition, the transfer of tobacco vapour into the filter may cause a change in the colour of the filter film, which is perfectly normal.

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.

IQOS MESH™ is a capsule based vaping product.

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 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.

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.

Most 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 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 £29.90.

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

We offer free next-day delivery on orders worth £29.90 or more. For orders under £29.90, a delivery charge of £3.95 applies. Place your order with IQOS Care before 6.30pm.

Exclusions include:

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

We offer free next-day delivery on orders worth £29.90 or more and on IQOS MESH Kits placed before 6.30pm. For orders under £29.90, a delivery charge of £3.95 applies.

IQOS UK delivers throughout the UK. We provide free, next-day nationwide delivery for orders placed before 6.30pm over £29.90. For orders to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, and Northern Ireland, we offer a 2-day delivery service.

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 6:30pm over £29.90.

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, or visit one of our IQOS Stores or stockists.

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.

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. 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.

Please contact IQOS Care with proof of your name change and we can update your account details for you.

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.

The IQOS EU Warranty program covers against faults and breakage during normal use for 12 months after purchasing the IQOS device, when travelling in the EU and Switzerland. This means that if your product develops a fault during the warranty period, we'll arrange for it to be repaired or replaced free of charge.

You can contact our specialised EU warranty team should you need to on 00800 237 23 888 when visiting one of these countries: Bulgaria, Croatia, Czech Republic, Denmark, France, Germany, Greece, Greek Cyprus, Italy, Latvia, Lithuania, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Switzerland, UK.

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

We have our flagship stores in central London at Wardour Street, Soho, Westfield, Shepherd’s Bush, or Boxpark, Shoreditch.

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.

A Vape Service Point is a select retailer that can offer specialist support regarding your IQOS device and can also inspect your device should it become faulty. You can find your nearest Vape Service Point using our store locator.