Customer Care

Care you can count on

By registering you can benefit from

  • Accidental Damage Coverage
  • Rapid Replacement Service*
  • International assistance
  • Personalised Support

  • As soon as you register your device with us you automatically receive all these benefits and more.

    If you haven’t done it yet:

    Register now

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

  • Info icon

    No question is too small

    Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

    Look through our FAQ
  • Live chat

    Use our live chat

    Chat to our personal coaches in real time. They’re available every day. Just give them a message and they’ll say hello within seconds.

    Let's chat!
  • Phone icon

    Give us a ring

    Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert.

    Contact us: 0800 432 0000

  • Like button icon


    Reach out to us via Facebook.

  • To twitter account


    Click here to contact us via Twitter.

For the quickest response we recommend Live Chat or Phone.
Click here to email us and we'll get back to you in 24 hours.

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.