Our friendly Customer Care team are always happy to help:
• Through Live Chat on iqos.com
• By email: contact.hr@iqos.com
• By phone: 0800 9153

Yes, you can take your IQOS on trip with you. You can find more information on travelling with IQOS here.

The limit on how many tobacco sticks you can take on trip is similar to cigarettes and may vary from country to country. Before you leave for a trip, double check the allowance set by the country you’re travelling to. 

Customs authorities in the country you’re visiting may challenge you if you bring in more tobacco sticks than is allowed. They could also take them from you and ask you to pay a fine. 

You should always respect the rules of the place you’re in, and use common sense when using IQOS around other people, including children under the age of 18.

If you’re travelling on a plane, you should ask permission from airline staff before using IQOS – most airlines currently don’t allow you to smoke or use tobacco alternatives on their aircraft.

The make up of IQOS aerosol is significantly different from cigarette smoke. 

No, you can’t. Your IQOS device has been designed to work exclusively with tobacco sticks made by IQOS device manufacturers, and vice versa. In that way you can experience the scientifically-proven benefits of IQOS.

IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It gives you a real tobacco taste without fire, ash or cigarette smoke, and less smell than cigarettes. 

Switching completely to IQOS is a better choice to your health than continued smoking*. IQOS emits on average 95% lower levels of harmful chemicals compared to cigarettes.** 
Important information: IQOS is not risk-free and provides nicotine, which is addictive. 
*Based on the totality of evidence available for IQOS in comparison with continuing to smoke.
** “95% less” represents the average reduction in levels of the 9 chemicals recommended for reduction in cigarette smoke by the World Health Organization, which do not include nicotine. It does not necessarily equal a 95% reduction in risk.

See Important Information.

 If you’re thinking about the health effects of smoking, your best option is to quit tobacco and nicotine altogether.

No.  IQOS is not a device intended to help you quit smoking. If you’re thinking about the health effects of smoking, your best option is to quit tobacco altogether.

To get the best IQOS experience, we recommend cleaning your IQOS device with IQOS Cleaning Tools once a day – but of course, you can clean it more often if you like.

Gently tap the IQOS Cleaning Tool on a surface and use a cloth to get rid of the residue.
Please don’t clean it with water as the humidity could damage the electronics in your IQOS device next time you clean it.

It’s easy to clean your IQOS Holder and cap:
To clean your IQOS Holder:

• Prepare 

1. Switch off your IQOS Holder.
2. Wait for at least 30 seconds for the blade to cool down.
3. Remove the cap.
4. Slide open your IQOS Cleaning Tool and check that it’s free from particles and not damaged. 

• Insert

1. Gently insert the IQOS Cleaning Tool without twisting, until it touches the bottom of the heating chamber.

• Clean 

1. Gently twist the IQOS Cleaning Tool two or three times.
2. Stop twisting and remove the Cleaning Tool straight from the Holder.
3. Gently tap the Holder and the Cleaning Tool to remove any tobacco residue.

• Finish 

1. Insert the IQOS Cleaning Stick into the chamber.
2. Please don’t push or hit the Stick against the blade.
3. Please don’t try to clean the blade. 
4. If the IQOS Cleaning Stick is blocked, don’t force it. Use the Cleaning Tool to help unblock it.

To clean your IQOS cap: 

1. Use the IQOS Cleaning Sticks to clean the inside of the cap from the top.
2. To clean the bottom of the cap:

          a. Insert the IQOS Cleaning Tool until it touches the bottom.

          b. Gently twist the IQOS Cleaning Tool two or three times. 

          c. Then stop twisting, and gently tap both the cap and the IQOS Cleaning Tool to remove any tobacco residue.

Keep your IQOS device away from water, direct sunlight and heat.
We suggest you don’t leave your IQOS device for extended periods of time in a hot place, such as inside a car, as this could damage the battery or electronics inside.