IQOS is a new alternative to use tobacco for adult smokers who would otherwise continue to smoke. It is not for people who have quit smoking or have never smoked.

IQOS is our most advanced product for use of smoke-free tobacco (heatsticks), that heats tobacco electronically instead of burning it. The heating releases a vapour that consists of tobacco and nicotine.

Use of IQOS is intended for adults only. See the Important Information section for more details.

No. IQOS is not a smoking cessation device or intended as a device to quit smoking. If you are concerned about the health effects of smoking, your best option is to quit smoking altogether.

No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapour that is what you see when using IQOS.

IQOS is a new way to use tobacco and an alternative to smoking. IQOS heats up the tobacco instead of burning it. The heating process releases tobacco and nicotine without fire, ash or smoke.

Use of IQOS is not risk-free, since it is used with tobacco (heatsticks). Tobacco is a product that damages your health and is addictive. If you are concerned about the health effects of tobacco, your best option is to quit tobacco altogether.

No you should not. IQOS device has been designed to be used with heatsticks, branded HEETS. It is only by using the products together that we can guarantee the IQOS experience.

All our product related scientific studies are based on the use of IQOS together with our heatsticks (HEETS).

No. Use of IQOS is not risk-free. It is used with tobacco (heatsticks). Tobacco is a product that damages your health and is addictive. The best way to reduce tobacco related health risks is to quit tobacco use altogether.

For any assistance, please, contact our IQOS Support.

IQOS Holder and Pocket Charger are safe, as electronic devices, when used in accordance with the instructions in the Quick Start Guide. For more details refer to the User Guide.

Both devices are manufactured in accordance with all essentials requirements of the applicable CE marking directive, which is indicated by the “CE" (European Conformity) symbols on the packaging.

If your IQOS device is not working, simply perform a reset. Click on your model for instructions:

IQOS 3
IQOS 3 MULTI
IQOS 2.4 Plus

Still no luck? Please contact IQOS Support.

Keep IQOS away from water, direct sunlight and/or heat.

Do not leave IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.

You can easily clean your IQOS Holder and Cap in few steps:

IQOS Holder:
* Prepare
1. Switch off your IQOS Holder
2. Wait for at least 30 seconds to cool down the blade
3. Remove the cap from the Holder
4. Slide open your IQOS Cleaning tool and check if it is not deformed and free of particles

* Insert
1. With a straight and gentle gesture, insert the IQOS Cleaning tool till it touches the bottom of the heating chamber.
2. Do not twist yet

* Clean
1. Without any further pushing pressure, gently twist IQOS Cleaning tool 2-3 times
2. Stop twisting, and extract the tool straight from the Holder
3. Gently tap the Holder and the Cleaning Tool to remove the tobacco residuals

* Finalize- use the IQOS Cleaning sticks as final touch
1. Insert the IQOS Cleaning sticks straight along the chamber
2. Do not push or hit against the blade
3. Do not attempt to clean the blade
4. In case IQOS Cleaning stick is blocked, do not force. Simply use again the IQOS Cleaning Tool and repeat the above steps.

IQOS Cap:
1. Clean the inside of the IQOS Cap from the top with the IQOS Cleaning sticks
2. Clean the bottom of the cap with the IQOS Cleaning tool:
a. Insert the IQOS Cleaning tool till it touches the bottom of the Cap
b. Without extra push, gently twist the IQOS Cleaning tool 2-3 times
c. Stop twisting, and gently tap both the Cap and the IQOS Cleaning tool to remove tobacco residuals.

Gently tap the IQOS Cleaning tool on a surface and use a cloth to get rid of the residues.

Do not clean it with water to avoid any humid contact with the electronics of the IQOS Holder.

To ensure optimal functioning, we recommend cleaning your IQOS once a day. You can clean even more frequently if you feel to.

A regular cleaning of your IQOS will make the cleaning process quick and smooth.

Only use IQOS original cleaning tools to clean your IQOS.

You can easily check the charge level by following these simple steps:

1. Press Pocket Charger Button for 1 second (short press)
2. The Battery Status lights will turn on and indicate the level of charge

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 device using supplied AC Power Adaptor and USB cable.

The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the holder up to 20 times.

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions.

If you insert the 2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size.

The IQOS 3 Holder cannot be inserted into 2.4 Plus Pocket Charger because of the different size.

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 USB cable hosts a USB-C port, which is different from the previous versions.

You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 10 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

Holder vibrations are activated in the following situations:
- At the start of the heating (once you press the IQOS 3™ Holder Button to start heating) - one vibration
- When the device is ready to be used – two vibrations
- When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

Any white light indicates that the IQOS 3™ device performs various operations, like charging, resetting, OR is ready to use, fully charged etc.
Any red light (steady or blinking) indicates that there is a device error.
Please, perform a reset of your device and try using it again.

Still no luck? Please contact IQOS Support.

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.

• 2 white blinks- the device is outside operating temperature (<0°C/>50°C). -> Wait until device is within temperature limits (0 - 50°C).

Red lights:

• Only bottom charger light indicator -> perform the reset of the device.



• Holder status blinking light: Holder malfunction -> Please, perform a reset of the device.



Still no luck? Please contact our IQOS Support.

IQOS 3 is designed to work in a wide range of temperatures, but tobacco sticks taste best when the device is used between 10℃ and 50℃.

ProtectPlus™ System hosts a number of technological improvements:

- Robust outer shell improves shock resistance of the device
- New side door opening tested to guarantee reliable performance
- New technology provides longer battery life
- Heating chamber of your Holder has been redesigned for improved reliability

You can easily check the charge level by following these simple steps:

1. Press IQOS 3 Multi Button for 1 second
2. The Battery Status lights will turn on and indicate the level of charge

It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

The IQOS 3 Multi device does not require a full charge to work. If the device is fully charged you may use it up to 10 back-to-back sessions without recharging.

You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing.

The lights will fade in and out to confirm a reset.

IQOS 3 Multi vibrations are activated in the following situations:

- At the start of the heating (once you press the Button to start) - one vibration
- When the device is ready to be used - two vibrations
- When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.
Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C).

Please, perform a reset of your device and try using it again. See how to here and try again.

Still no luck? Please contact our IQOS Support.

IQOS 3 Multi is designed to work in a wide range of temperatures, but works best when the device is used between 0℃ and 50℃.

You can easily check the charge level by following these simple steps:

1. Press for 1 second the ON/OFF button
2. The LEDs will turn on and indicate the level of charge:
- 1 LED = low charge level
- 4 LEDs = device is fully charged

It takes approximately 90 minutes to fully charge the IQOS 2.4 Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4 Plus device using the supplied AC Power Adaptor and USB cable.

The IQOS device does not require a full charge to work. If the IQOS 2.4 Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

You can easily do a reset of your IQOS 2.4 Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

Holder vibrations are activated in the following situations:

- At the start of heating (once you press the Holder Button to start)
- When the experience is nearly complete (30 seconds prior the end)

The red light, blinking or steady, on your Holder may indicate that:
- Holder is not charged
- Device is outside its optimal operating temperature (10°C - 40°C)
- You pressed on the Holder button during usage
- Holder malfunction

To resolve the issue, you may try the following:

1. Check that the IQOS 2.4 Plus Pocket Charger is switched ON and has enough power
2. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
3. Ensure your Holder’s electric contact is clean
4. If none of the above works, perform a reset of your device.



Still no luck? Please contact our IQOS Support.

a. Holder light on the IQOS 2.4 Plus Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle.

b. The bottom light on the Pocket Charger Battery Status indicates a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C)

Please, perform a reset of your device , and make sure it is in the optimal temperature range.



Still no luck? Please contact our IQOS Support.

IQOS 2.4 Plus is designed to work in a wide range of temperatures, but works best when the device is used between 10℃ and 40℃.

Heatsticks are designed for the same duration and number of puffs as cigarettes.

Up to 14 puffs or about 6 minutes, whichever comes first.

Heatsticks are designed specifically for the IQOS devices. They have an optimal length, diameter and design for the IQOS Holder.

The taste of the tobacco is different from cigarettes because it is heated rather than burned. By heating the tobacco, the taste of the tobacco is accentuated without generating smoke as if burned. Heatsticks are made from a specially selected blend of tobacco in order to provide a tobacco taste and satisfaction that replicates as much as possible what adult smokers expect.

Yes, tobacco sticks contain nicotine, which is addictive.
Nicotine is naturally present in the tobacco used in heatsticks It is released in the vapor that is generated during the IQOS usage.

You can see the components in a heatstick here.

Please, select your country first. You can then visualize the image that is relevant for your country.

Source: https://www.pmi.com/our-business/about-us/products/making-heated-tobacco-products

If you have difficulties inserting the heatsticks in the IQOS Holder, we advise you to first check whether:
• there is any tobacco residue left in the Holder
• the Holder Cap is fully closed

If the above is all right, you can try to pre-heat the IQOS Holder prior to inserting the heatstick:
• IQOS 2.4P / IQOS 3:
- Press the Holder Button to start heating
- Wait for 2-3 seconds for pre-heating
- Gently insert the tobacco stick

• IQOS 3 MULTI:
- Open the lid
- Press the Button to start heating the device
- Wait for 2-3 seconds for pre-heating
- Gently insert the tobacco stick

If none of the above solutions helps contact our IQOS Support.

Please contact our IQOS Support.

We offer 30 days money back guarantee for your first purchase of IQOS. You are allowed to try the product during this period, and if you are not satisfied, you can easily send it in return and get your money back. If you tick the box to receive communication for us, so we can support your first time using IQOS.

If you have any questions, feel free to contact contact IQOS Support.

We recommend that you get some support in the beginning, since it requires some change when it comes to moving from cigarettes to IQOS.

If you live in Stockholm area, you have three options:

• Meet up with an IQOS Expert at your preferred location
• Get a Remote IQOS Expert, that will support you via phone and sms.
• Visit the IQOS Store - IQOS Pavilion, Birger Jarlsgatan 21, 111 45 Stockholm - Opening soon

If your device doesn't work optimal, the first thing we recommend you to do is to visit the Support page here on IQOS.com to se if it can be easily fixed. Please make sure to look for your specific IQOS variant.

If that didn't help, please contact IQOS Support or visit the IQOS Store IQOS Pavilion, Birger Jarlsgatan 21, 111 45 Stockholm, who can help you further.

For any assistance, please, contact our IQOS Support.

To benefit from the International Assistance service you need to:

• Be registered on IQOS.com
• Have your device registered
• Your device should still be within warranty

• damage caused by normal wear and tear;
• cosmetic damage (such as scratches, dents, broken plastic etc.);
• damage caused by misuse, power surge, improper handling, liquid contact or fire;
• malfunction due to use with non-compatible product;
• damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer;
• damage or malfunction caused by failure to use as described in the associated IQOS User Guide.

International Assistance is available in following countries (May 2019):

• Armenia
• Bulgaria
• Canada
• Colombia
• Croatia
• Curacao
• Cyprus
• Czech Republic
• Denmark
• Dominican Republic
• France
• Germany
• Greece
• Guatemala
• Israel
• Italy
• Japan
• Kazakhstan
• Latvia
• Lithuania
• Moldova
• Netherlands
• New Zealand
• Palestine
• Poland
• Portugal
• Reunion
• Romania
• Russia
• Serbia
• Slovakia
• Slovenia
• South Africa
• South Korea
• Spain
• Sweden
• Switzerland
• Turkish Cyprus
• Ukraine
• United Kingdom

• Israel - 014 800 2559 2559
• Russia - 810 800 2559 2559
• South Korea - 002 800 2559 2559 (Dacom)
  - 004 800 2559 2559 (Korea Telecom)
• Colombia - 009 800 2559 2559
• Canada - 011 800 2559 2559
• Japan - 001 010 800 2559 2559 (KDD)
  - 0033 010 800 2559 2559 (NTT)
  - 0041 010 800 2559 2559 (JT)
  - 0061 010 800 2559 2559 (IDC)

By signing up you will automatically receive the following services:

• 30 days money back guarantee on your first IQOS purchase*
• Replacement of broken device is fault is within warranty*
• International Assistance*
• Possibility for IQOS Expert Support

• Possibility for conversion support by IQOS Expert
• First to know communication for product launches and new services
• Special offers

By signing up for our newsletters and other communication regarding IQOS you will receive latest news and promotions before others*. Tick the box under Communication in your profile to accept. You will also be able to unsubscribe if you no longer wish to receive information from us.

* Please note that this does not include news and offers of tobacco (heatsticks).

To register your device on your profile, go to My devices and click on Register a new device. For all IQOS purchases on IQOS.com, your device is registered automatically upon shipment. You can find them under My devices in your profile. If you need help, please contact our For any assistance, please, contact our IQOS Support.

You can change your personal data anytime by logging into your profile and update it. If you need help, please contact our For any assistance, please, contact our IQOS Support.

Yes. We only sell to person 18 years old or above and registration is therefore required.

Please check in the junk mail or contact our For any assistance, please, contact our IQOS Support.

If you place your order before 14:00, your order will be sent out from our warehouse the same day. If you place if after 14:00, it will be sent out the day after.

All our delivery options have usually 1-2 business days for delivery.

You can read more about deliveries and returns here.

When you make your purchase on IQOS.com will you have following options in the checkout:

PostNord, Parcel shop:
Delivery will usually arrive to the PostNord parcel shop closest to your delivery address, within 1-2 business days*. You can decide yourself when you want to pick up your order within 14 days after delivery.

PostNord, Home delivery:
Delivery will usually arrive within 1-2 business days* to your selected delivery address between 09:00-21:00, in 2-4 hours intervals. PostNord will contact you to arrive when it best suits you.

(Coming soon) DHL Express, Home delivery:
Delivery will usually arrive within 1-2 business days* to your selected delivery address between 09:00-17:00.

*Distant locations might require 1 extra delivery day.

You will receive a tracking number to follow your delivery. Haven’t received it? Please contact For any assistance, please, contact our IQOS Support.

Please contact IQOS Support who will look into what happened and will help you with a solution. You can get in contact with For any assistance, please, contact our IQOS Support.

If order is placed, we unfortunately can't change the existing one. Please contact IQOS Support as soon as possible and we will try to stop the sending of the order. If we are not able to stop the order before it's sent out, it might take up to 14 days until it is returned to sender.

If you place a new order with the correct delivery address, and we will refund the incorrect order when we have it back in our warehouse.

For any assistance, please, contact our IQOS Support.

If order is placed, we unfortunately can't change the existing one. Please contact IQOS Support as soon as possible and we will try to stop the sending of the order. If we are not able to stop the order before it's sent out, it might take up to 14 days until it is returned to sender.

Please place a new order with the preferred delivery option, and we will refund the incorrect order when we have it back in our warehouse if you choose to stop the order.

You can get in contact with For any assistance, please, contact our IQOS Support.

When your order is prepared and ready to be shipped, you will get a tracking number sent to you from the courier. If you haven't received anything within a day, contact For any assistance, please, contact our IQOS Support who will try to help you to track your order:

If order is already placed, please contact IQOS Support as soon as possible and we will try to stop the sending of the order. If we are not able to stop the order before it's sent out, it might take up to 14 days until it is returned to sender.

For any assistance, please, contact our IQOS Support.

Bank-ID is for us to ensure that you are 18 years old or above. Data is not saved and only used for age verification.

If you have tried IQOS, but decided that it is not for you, we offer you 30 days money back guarantee. This is offered to you when you have registered an account on IQOS.com and your IQOS is registered on your profile. The money back guarantee is only valid for your first time purchase of an IQOS. We want you to have enough time to get accustomed to using IQOS and during this time you are entitled to have personal guiding from an IQOS Expert. Please note that the 30 days money back guarantee is not applicable for HEETS (tobacco).

On all other purchases, you are entitled to return any products within 14 days. This is also applicable for HEETS as long any sealed HEETS package has not been broken.

Please note that if you return products that are not entitled for refund, these will not automatically be sent back to you. If you are unsure, please contact IQOS support before you send any items back.

Where have you purchased your IQOS?

IQOS.com with delivery method PostNord or DHL:
If you purchased on IQOS.com and received delivery through PostNord or DHL, you should have received a return label and a return slip in the parcel. Please use this to send your items back. If you want to use your right to return any products within 14 days or your 30 days money back guarantee, please mark the option “Item no longer required” on the return slip.
When you order via IQOS.com, you are a registered user, and your IQOS is registered on your account automatically. You therefore don’t have to provide any copy of receipt in the return shipment. You can leave the parcel on a PostNord drop off point. When we have received the items, you will have your money back on your account within a few working days.

IQOS.com and delivered to you by an IQOS representative:
If purchase was made on IQOS.com and delivered to you by an IQOS representative, please contact our IQOS support to have a return label sent to you for free. When you order via IQOS.com, you are a registered user, and your IQOS representative have helped you to register your IQOS on your account. You therefore don’t have to provide any copy of receipt. Print the return label, and leave the parcel on a PostNord drop off point. When we have received the items, you will have your money back on your account within a few working days.

IQOS stores or IQOS business partner:
If you have purchased through any other IQOS stores, or IQOS business partners, please contact our IQOS support to have a return label sent to you for free. For a faster process, please make sure you have an account on IQOS.com, and that the IQOS you want to return is registered on your profile. You can find how to create an account here , and how to register your IQOS here. You need to be registered for us to be able to make a refund. Please also be aware that you need to send IQOS Support a copy of your receipt for us to be able to refund the money. When we have received the items, you will have your money back on your account within a few working days.

For any assistance, please, contact our IQOS Support.

We offer 30 days money back guarantee.This is offered to you when:

• You have an account on IQOS.com
• Your IQOS is registered on your profile
• It's your first IQOS purchase and you have purchased it within 30 days from return date.

If you have issues with our device, it might be that it needs to be replaced. Contact For any assistance, please, contact our IQOS Support and they will help you to trouble shoot and guide you to which replacement options you have.