IQOS COVID-19 UPDATE - FAQs

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.

You will be able to buy IQOS devices, HEETS , cleaning sticks and charging equipment. 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.
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.
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.

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
  • 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 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.
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.
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
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