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FAQ

IQOS COVID-19 UPDATE

Are IQOS stores open?
The operation of all IQOS kiosks has temporarily been suspended. We are complying with the level 3 lockdown regulations and therefore cannot currently supply our products to our customers or consumers. We look forward to being able to supply you with our products again, soon.
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

Any device replacements will be logged with iCare and we will arrange for the pick-up, inspection and replacement of your faulty device once we are able to do so. We are complying with the level 3 lockdown regulations and therefore cannot currently supply our products to our customers or consumers. We look forward to being able to supply you with our products again, soon.

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. We are complying with the level 3 lockdown regulations and therefore cannot currently supply our products to our customers or consumers. We look forward to being able to supply you with our products again, soon. 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. We are complying with the level 3 lockdown regulations and therefore cannot currently supply our products to our customers or consumers. We look forward to being able to supply you with our products again, soon. 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

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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