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FAQ

IQOS COVID-19 UPDATE

Are IQOS stores open?

We are happy to let you know that our IQOS boutique and kiosks are once again open. Visit our store finder to find a store near you and to view the trading hours.

What do I do if I have an issue with my device? 
Our iCare service is available and our operators can assist you with the pick up, inspection and replacement of your device. Contact 0800 043 387, our operating hours are 08h00 –19h00, Monday – Friday. Call rates apply. You can also visit any of our IQOS kiosks for device replacements.
How can I get a guided trial?

Guided trials are not available at this time, however, we will demonstrate to you how to use IQOS. Our ‘how to use’ video content is also available on YouTube or iqos.com to assist you with your conversion journey. We can also support you via our Facebook page or contact our Customer Call Centre on 0800 043 387. Our operating hours are from 08h00 –19h00, Monday to Friday. Call rates apply.

Where can I buy HEETS?

HEETS are available for sale at our IQOS kiosks in cartons only. HEETS packs may be available for sale in HEETS stockists. Visit our store finder to find a store near you za.iqos.com/stores-landing

Where can I buy IQOS?

IQOS is available for sale at any of our IQOS kiosks or via our IQOS specialists. We will also
maintain our 30 day returns policy on IQOS devices.*
If you need assistance in locating your closest IQOS kiosk, visit our store finder or contact us on
0800 043 387. Our operating hours are 08h00 19h00, Monday Friday. Call rates apply.

* device returns are for working devices only and must be logged via our customer call
centre . A courier service will be arranged to collect the device and the reimbursement will be made via
eft within 3 business days after the device has been picked up by the courier and confirmed to
be in working order.

Which services are available in IQOS stores?
You will be able to buy IQOS devices, HEETS (by carton only), cleaning sticks and charging equipment. You will not be able to buy accessories and no guided trials will be conducted, only device demonstrations. We are able to assist you with device issues and any other customer support. The use of masks will be required when interacting with our staff and unfortunately there will be no coffee or water on offer.
Are there any safety rules I should be aware of when visiting the kiosks?
Your safety is important to us, so we’ve taken additional measures to make sure everyone stays protected. Limited customers are allowed inside our boutique at any given time and the seating area will not be accessible. Our kiosks will be operating with strict hygiene measures in place, we kindly ask you to follow the social distancing rule and maintain a 2-metre distance. The use of masks will be required when interacting with our staff and unfortunately there will be no coffee or water on offer.
What measures are you taking to ensure the safety of your customers and staff?
To ensure everyone's safety, we’ve implemented additional hygiene procedures for our kiosks and staff. We regularly clean surfaces, payment terminals, counters and other frequently touched areas and our staff are required to wear masks while at work. The use of masks will be required when interacting with our staff. As much as we enjoy interacting with you, we want to make sure your visits to us are as short as possible so we are encouraging a quick turnaround time for every interaction between you and our staff.
I see that IQOS devices, accessories and HEETS are shipped from countries with reported laboratory-confirmed COVID-19 cases, such as China and Italy. Do I have a higher chance of getting coronavirus from products shipped from these countries?

According to health authorities like the World Health Organization and the U.S. Food and Drug Administration, there is no evidence to support the transmission of the coronavirus through imported goods.

Sources
When do HEETS expire?

HEETS do not have an expiry date. To make sure you’re always enjoying the best taste and experience, here are some storage tips to help preserve freshness: 

  •  Do not store HEETS in direct sunlight or expose them to humidity or humid weather conditions. 
  • Make sure they are kept dry.

Should you experience any inferior taste, please do not hesitate to contact us.

How to sanitize your IQOS?
  • Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62-71% alcohol. Dispose of the used wipes in a bin.
  • Next, thoroughly clean the inside area of the holder surrounding the blade and the whole extractor with the dedicated IQOS Cleaning Tool and IQOS Cleaning sticks.
  • Dispose of the used IQOS Cleaning Sticks in the bin with the wipes.
If I use my friend’s device, is there a risk that I get coronavirus?
If your friend is infected, whether diagnosed or not, there may be a risk.
  • We strongly recommend that you don’t share IQOS devices or HEETs.
If I get coronavirus, is my illness likely to be more severe if I consume IQOS / HEETS?
It is important to regularly check coronavirus pages made available by major health authorities such as the WHO and the U.S.
  • With regard to people at higher risk of getting very sick from coronavirus, the WHO listed older adults and having a pre-existing a medical condition, like high blood pressure, heart disease, lung disease, cancer or diabetes.
  • Under the present circumstances, if a user of a nicotine or tobacco containing product experiences a medical issue, we recommend to stop using these products (including IQOS) and seek medical assistance.
Do I have a higher chance of getting coronavirus from IQOS or HEETS shipped from China or other countries with reported laboratory-confirmed COVID-19 cases?
According to health authorities like the World Health Organization and the U.S. Food and Drug Administration there is no evidence to support transmission of coronavirus through imported goods. Source: WHO and FDA
How do I get in touch with Customer Care?
We are here for you – please contact us through the following channels:

Still have questions about IQOS?

We are here to help you across multiple channels

IQOS on Facebook

Visit our IQOS Facebook page
Available Monday to Friday from 8am to 7pm

IQOS SOUTH AFRICA

IQOS on Twitter

Get in touch with IQOS support on Twitter
Available Monday to Friday from 8am to 7pm

@iqos_support_za

IQOS Email Support

Send us your query
We will respond in 24 hours
Available Monday to Friday from 8am to 7pm

contact.za@iqos.com

IQOS FAQ

Find your answer online

Full FAQs available here

IQOS Phone Support

Want to speak to one of our IQOS support experts? No problem, call us at 0800 043 387
Available Monday to Friday from 8am to 7pm

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