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Our most popular FAQs


Trial orders

If you have placed your order before 6:30pm, your device will arrive the next day. You will receive a welcome email and one of our IQOS experts will contact you via SMS to help you get started with IQOS. Your IQOS expert will be there for you throughout the duration of your trial. If you have any questions or experience any issues whilst using IQOS, just let your IQOS expert know and they'll sort it. Alternatively, you can contact our Customer Care team on phone, email and live chat.

  • Phone: 0800 432 0000 (option 1)
  • Live Chat:
  • Email:
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 Try Before You Buy programme page when you sign up. If you choose to keep the device at the end of the trial, you will get 20% off your trial kit and the code owner will receive £20 to spend on
You can find your own referral code to share with others on your IQOS account under the ’Refer’ section at the top of the webpage when logged in to your account.
Yes. To use your referral code, please contact your IQOS expert or contact our Customer Care team on 0800 432 0000 (option 1). You can also speak to one of our experts on live chat at Please be aware, once your trial is complete, we cannot apply any referral code or reward the person who referred you.
It might be as simple as just checking to make sure you're entering the correct code. If you're still having difficulties, Our Customer Care team is on hand to help you seven days a week on phone, live chat and email.

  • Phone: 0800 432 0000 (option 1)
  • Live Chat:
  • Email:
You will be charged an upfront cost of £10 to start your trial which is non refundable. You will then be automatically charged for the cost of the device chosen (£29 for IQOS 2.4 Plus or £69 for IQOS 3 DUO) on the 25th day after your trial order was placed unless you have informed us that you would like to return your IQOS or extend your trial. You can inform us at anytime throughout your trial. It is important to let us know if you would like to return your IQOS or extend your trial before the 25th day after your trial order was placed so we can suspend the automatic final charge. We will be in close contact with you throughout your trial on email and SMS so don’t worry, you will have plenty of opportunities to let us know what you would like to do.
We accept PayPal, Visa & MasterCard.
No. Unfortunately it is not possible to change your payment method once you have started your trial.

Unsure? Contact us.

Our dedicated UK based Customer Care team is here 7 days a week for you.
Monday to Friday 8am to 10pm
Saturday and Sunday 10am to 6pm
Our Online support pages are available 24/7. You can find them here.

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