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Our most popular FAQs


Services and Support

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.
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 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.

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Smoke-free products are not risk-free. They contain nicotine, which is addictive. Smoke-free products are intended for adult use only. For more risk information, click here.

Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.


This website is intended only for users of nicotine or tobacco products who are over 18.

This website is restricted to adults in the United Kingdom who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk-free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page for further risk information.