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FAQ

IQOS UPDATE

Are IQOS stores open?

The health and safety of our community is important to us. With a sense of responsibility towards our employees and customers, and with the aim of helping to prevent the further spread of COVID-19, we are taking all necessary precautions. As of Friday 27 March, in line with the announcement of the nationwide lockdown we are temporarily suspending the operation of all IQOS kiosks during this time.

FOR ANY DEVICE SUPPORT:

OPERATING HOURS:

  • 08h00 – 19h00, Monday to Friday. Call rates apply.
How do I get in touch with Customer Care?
We are here for you – please contact us through the following channels:
What do I do if I have an issue with my device? 

click here for device troubleshooting or see below some helpful tips and tricks for your device

For additional support, our online customer care channels are there to assist you

Our Customer Call Centre is also able to assist you with any additional queries. Our operating hours are from 08h00 – 19h00, Monday to Friday. Contact 0800 043 387. Call rates apply

How to sanitize your IQOS?
  • Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62-71% ethanol. 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.
How can I get a guided trial?
Our ‘HOW TO USE’ video content is available on our Support page to assist you with your conversion journey.

Click here to view the video now.

We can also support you via our Facebook page or contact our Customer Call Centre on 0800 043 387.

FB & Call centre operating hours:

  • 08h00 – 19h00, Monday to Friday. Call rates apply.
Where can I buy HEETS?

HEETS tobacco sticks are not available for sale at this time, however, the lockdown regulations are being reviewed on a regular basis so please keep in touch with us to get the latest updates. Make sure to visit our Facebook page to get the latest Customer Care information.

Where can I buy IQOS?

IQOS is not available for sale at this time, however the lockdown regulations are being reviewed on a regular basis so please keep in touch with us to get the latest updates. Make sure to visit our Facebook page to get the latest Customer Care information.

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.

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
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