Frequently asked questions
Get in touch
We have a dedicated UK-based Customer Care
available 7 days a week (Monday to Friday 8am to 10pm,
Saturday and Sunday 10am to 6pm).
Instant online chat and commitment to respond by e-mail within 24 hours.
If your device stops working, we'll replace it within 24hrs, free of charge*
* Terms and conditions apply
If you experience an issue with your IQOS when travelling within the EU* and Switzerland, you can now benefit from our support service which includes replacement of your defective device**.
Contact us on 00800 237 23888
Contact IQOS EU Customer Care using the free phone number when abroad. Before placing the call, please ensure that you have the address of your hotel or temporary residence to hand, so we can arrange delivery of a new device.
*IQOS support service is available in these countries: Bulgaria, Croatia, Czech Republic, Denmark, France, Germany, Greece, Greek Cyprus, Italy, Latvia, Lithuania, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Switzerland, UK