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Our most popular FAQs

FAQ's

Services and Support

I am new to IQOS. Do you offer any personalised assistance?
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 Care Expert program. Your personal IQOS Care Expert will be by your side to answer your questions via chat, phone or email ― 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 Care Experts will accompany and motivate you every step of your conversion journey.
How can I enrol in the personalised assistance program?
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.
I am not sure if IQOS is for me. Can I try IQOS before I buy it?
Yes, you can visit any of our official IQOS stores to try it in person. Or you can visit our Try Before you Buy page here to order a trial kit online. ​

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.

THESE PRODUCTS ARE NOT RISK-FREE AND ARE ADDICTIVE. FOR ADULT USE ONLY.
This website contains tobacco product information and is restricted to smokers over the age of 18.
Are you over 18 and a smoker?
SORRY,
the laws of your country do not allow you to enter the site.