You can keep your device in good working condition by regularly cleaning the holder, the heating chamber, and the cap, and using original accessories for charging. 

We also offer a professional cleaning and Complete Service in selected IQOS stores. Every check-up is carried out to help you keep your smoke-free device in optimal condition for longer. It also ensures an optimal user experience. 

With the Device Circular Programme you can bring back your old IQOS and lil device(s) and relevant electronic accessories when you no longer use them, so that we can recycle them and use them for energy recovery. Each returned IQOS and lil device can be exchanged for a 10 EUR voucher.

The Smart Exchange service is exclusively intended for registered users who have registered tobacco heating device on their user account and enables you to exchange your old generation for a voucher valued at 10 EUR. The voucher can be used to purchase IQOS ILUMA devices on IQOS web shop.IQOS stores and IQOS experts.

Through the Circular Program, we will ensure device recycling. Dispose the device packaging responsibly, as per local regulations.

You can return all generations of IQOS and lil devices and their original electronic accessories. 

You can bring your used IQOS and ili device(s) and original electronic accessories to the selected IQOS Store or to a VEEV expert.

Each returned IQOS and lil device can be exchanged for a 10 EUR voucher.

The Device Circular Programme allows you to reduce your impact on the environment by returning your old IQOS and lil devices and their original electronic accessories (cables, chargers, adapters, etc.) so that we can recycle them and parts that cannot be recycled will be used for energy recovery. It is a free and easy way to return devices you no longer use. Each returned IQOS and lil device can be exchanged for a 10 EUR voucher.

We will make sure the recyclable components are recycled to reduce unnecessary waste, including plastic and electronic waste. We will also correctly dispose such sensitive components as device batteries.

The program is totally free. 

Iil SOLID 2.0 devices are no longer available for sale. 
But no worries. You will still get support for your current Iil SOLID 2.0 device according to the warranty terms.

If you experience any difficulties inserting tobacco sticks specifically designed for lil into the lil device, please, check the following:

1. Check if you are using the tobacco stick specifically designed for lil and not any other product
2. Check if there are any remnants inside the stick insertion part. Remove the remnants by pulling the cap out of the device, install the cap back and try to insert the stick again.
3. Don’t forget to twist the tobacco stick more than 3 times in one direction before pulling the stick out of the device. This way you avoid remnants in the stick insertion part. 
4. Check if you insert the stick in the right direction. Insert the tobacco stick specifically designed for lil with the tobacco part facing down. If it is inserted upside down, you may experience difficulties inserting it.
5. If a tobacco stick specifically designed for lil gets broken in the device, please, remove the broken stick:
   • Pull out the cap and the broken stick should come with it. Then, gently tap the cap to remove the broken part.
   • If this does not happen, with caution, try using a toothpick to remove the part of the stick that remains in the device.
   • do not use any sharp tools to remove the broken stick as you might damage the device. 
   • do not insert any metal into your device.
   • if you are experiencing any trouble please go to your nearest IQOS Service Point so that one of our IQOS experts can assist you. 

6.    Check if the tobacco sticks were exposed to a humidity or high temperature. They need to be kept in a dry place to prevent the tobacco mix from sticking together. Try a new stick from the pack that was not exposed to humidity.
7.    If none of the above solutions helps, contact us at Customer Support Center or visit the nearest IQOS Service Point.

What you experience with tobacco sticks specifically designed for lil is the taste of a real tobacco, which is heated, but not burned.
Tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste satisfaction that replicates as much as possible what adult smokers expect.
By heating the tobacco, instead of burning it, the taste released is less harsh than what you are used to with a cigarette. That’s why the taste of tobacco sticks specifically designed for lil is different.