December 14 2020
Discover incombustible art at our IQOS Boutique in Madrid
The art that inspires us to see everything from a different viewpoint
Incombustible art is something that inspires us to see everything from a different perspective and helps us to understand that there are different, creative ways to see things. This kind of art always invites you to take one more step, to explore and discover new alternatives and to transform the same old concepts into more innovative ones.
With IQOS we have reinvented our industry, and we want you to discover the artists who are reinventing how art is interpreted by creating new viewpoints.
To close 2020 in a special way, we wanted to surprise you with an exclusive experience at our IQOS Boutique in Madrid. Come and discover Sandra Val's perspective.
Get to know the first incombustible artist, Sandra Val, and enjoy her 'Hybrid Garden' work
Spanish artist Sandra Val will be the first incombustible artist to feature in this initiative at the IQOS Boutique in Madrid. Throughout December Sandra will turn the store into her workspace, personalising leather IQOS accessories with her art and portraying her ‘Hybrid Garden’ live. In this work she reflects on the union between nature and urban spaces.
Among other activities, she will redesign the Boutique's main window display and an inside window of the store, where she'll connect different concepts, materials and techniques to reinvent art, to transform and inspire with different creations. Her work will be available until 31st January for all of you who come to the IQOS Boutique in Madrid. We would like to remind you that this is a space exclusively for adults, and unaccompanied minors are not allowed in.
With her work, Sandra Val restructures everyday spaces into unique sensations. In fact, ‘Hybrid Garden’ incorporates biophilic design, which brings natural aspects into urban areas or indoor spaces to recreate multi-sensory wellness environments.
Surprises and personalised gifts at the IQOS Boutique on Serrano
Do you want to visit the IQOS Boutique? There are already many IQOS users who have seen Sandra Val's art live, and until 31st January you can also experience it first-hand. Don't delay, it's time to come to calle Serrano!
What's more, you should make a note of these important dates in your diary: from 18th to 30th December and 3rd to 5th January*, when you buy a leather IQOS accessory, the artist will be available in our IQOS Boutique to decorate and customise it free of charge. This Christmas you can surprise others by gifting unique editions of IQOS accessories, with exclusive designs!
Don't leave the Boutique before you've scanned the QR code, which is hiding the whole story behind this initiative.
More services at the IQOS Boutique in Madrid
As well as the exclusive artistic experience that you can have in December and continue to enjoy in January at the IQOS Boutique in Madrid, you'll also be able to take advantage of the usual services available in the store. Here are some of the main ones:
|>||Home Delivery Service.|
|>||Call & Collect.|
|>||Sale of IQOS devices and accessories.|
|>||Free loan of IQOS devices.|
|>||Free device charging and cleaning station.|
|>||Incident support and assistance with any doubts.|
|>||HeatControl™ Technology demonstration with the “science machine” and product demo area.|
|>||Free WIFI for customers.|
Join the myIQOS incombustibles community
Did you like the incombustible art experience at the Boutique? Sign up for myIQOS to keep up-to-date with the latest news, the next visiting artists and all the surprises and experiences we've prepared for IQOS users.
Explore the incombustibles community and enjoy the unique programme for IQOS users, where you'll receive personalised customer service and the latest news about IQOS. Plus you'll enjoy unique benefits for adding those who, like you, have left smoke behind and have chosen a better alternative.
*18th, 19th, 20th, 22nd, 23rd December 17:00 to 20:00.
24th December 15:00 to 18:00.
27th, 28th, 29th, 30th December 17:00 to 20:00.
3rd, 4th, 5th January 17:00 to 20:00.
December 11 2020
IQOS: a history of transformation and innovation in the market
Have you heard about IQOS and its innovative tobacco heating system? We know that there are still many people who bring to mind concepts like "tobacco company" or "cigarette manufacturer" when they think of Philip Morris International. However, for over a decade now, PMI has been much more than that.
Philip Morris, leading the change towards a smoke-free world
Our company has been undergoing a transformation for years because we made a decision to lead a unique change in the tobacco industry: progressing towards a smoke-free future and gradually replacing traditional cigarettes with smoke-free alternatives.
There's no doubt that the most healthy choice is always and above all to stop smoking completely and never pick up this habit, but if you're already an adult smoker and you're going to keep smoking, it's important to know that not all products that contain or are used with tobacco are equal. Read on and you'll understand why IQOS, PMI's smoke-free product, is a better alternative than continuing to smoke.
How did tobacco heating products come about?
The idea of heating tobacco rather than burning it is not new. In fact, the history of tobacco heating products goes back several decades, as it emerged during the 1980s. However, although the idea has been around since then, early brands were not able to turn it into a real or satisfactory alternative for adult smokers.
How did IQOS start as a smoke-free product brand?
IQOS began this adventure by listening to users. The more than one billion adult smokers around the world who, according to World Health Organisation (WHO) forecasts for the next few years, are going to continue smoking, were demanding more innovative alternatives from the tobacco industry. That's why at Philip Morris we put our noses to the grindstone, choosing to transform the foundations of our lifelong business so that we could offer all of them a better choice than to keep smoking.
With that mission in mind, in 2014 we launched the first IQOS devices in Japan and Italy, after which they were progressively marketed in other countries until we reached the 61 markets in which IQOS is currently available. But in fact, the beginning of IQOS's story goes back further. In 2008 we began to work in earnest to make the idea of a world without tobacco smoke a reality. The advances that IQOS devices now represent in the market are the result of many years of careful scientific research and development.
Since 2008, Philip Morris International has invested more than $7 billion and spent over 10 years on scientific research and product development. At the same time, more than 400 scientists and engineers worked together to develop and evaluate smoke-free products.
IQOS and the advantages of smoke-free alternatives
Today, 11.7 millions adult smokers worldwide have already switched to IQOS*. There are many reasons why adult smokers who would otherwise continue to smoke or use other nicotine products have decided to join IQOS. Our devices, unlike cigarettes, do not burn tobacco and therefore do not produce smoke, fire, or ash.
What's more, on average IQOS emits 95% lower levels of harmful chemical substances than cigarettes*.
*Compared to smoke from a reference cigarette (3R4F)
These benefits, among others, contribute to making IQOS a better option than traditional cigarettes. If you also want to leave smoke behind and join the IQOS community, there are currently three IQOS devices to choose from: IQOS 3 DUO, IQOS 3 Multi y IQOS 2.4 Plus. Find them online at iqos.com or at any IQOS point of sale, which you can easily locate using the store finder.
Don't wait any longer to join a smoke-free future!
*Source: Philip Morris International Inc. Reports 2020 Third-Quarter.
December 9 2020
Share an incombustible Christmas
At IQOS we want this Christmas to be as unique as you. That’s why, whatever this festive season is like for you, we’ll accompany you in your most incombustible moments.
Because being incombustible is about going further to always have something better. It’s changing to a better alternative to cigarettes and knowing how to choose what’s best for you. So, we want the colour of this Christmas to be chosen by you too.
Say goodbye to smoke and ash and start 2021 with IQOS 3 DUO, the fastest charging device with two consecutive uses so that nothing can stop you.
You choose the colour of Christmas
If you’re already a member of the incombustibles community, make the most of it to switch to the most innovative device with two consecutive uses: IQOS 3 DUO. Ask for it for Christmas or take the initiative and give yourself a well-deserved gift, personalising it in your favourite colour.
At the same time, this festive season, surprise your adult smoking friends and family with a better smoke-free and ashless alternative to share a Christmas full of colour. Every person is unique, which is why we’re inviting you to give the gift of an IQOS experience designed for those you love the most.
Do you want to be incombustible? Ask for it for Christmas
If your resolution for 2021 is to leave smoke behind, ask to be incombustible and join a community of adult smokers who have already made the switch to a better alternative to cigarettes with IQOS.
Remember that on our website you can check the IQOS 3 DUO user guide so that you’re always having the best experience - discover advice about charging, cleaning and much more. Our team will always be there to help you and answer any queries.
Register your device with myIQOS to become a member of a community where you’re the main character. Discover exclusive services, offers and unique experiences.
We wish you a very merry Christmas!
December 3 2020
Get to know the IQOS Boutique on Serrano
The IQOS Boutique on Serrano awaits you to offer you the best advice on IQOS and its combustion-free heating technology, which millions of people around the world are already using.
In this exclusive space, you'll find all the IQOS products and you can find out the latest news thanks to personalised support from our team of IQOS Experts.
As well as selling devices and accessories, all the IQOS services are available at the IQOS Boutique Serrano, such as kits for cleaning your device and the free loan service for IQOS devices, charging stations, support with issues, and query resolution. You can also see a live demonstration of the advanced HeatControl™ technology that heats tobacco at a controlled temperature (science machine).
But that's not all - we're launching new services at our Boutique to make your IQOS experience even better. We'll explain them to you below. Which of them will you use?
New services at the IQOS Boutique on Serrano
Autumn sees the arrival of new services at the Serrano Boutique to help you choose your IQOS devices and accessories. They are useful whether you're already using IQOS technology or if you're an adult smoker who wants to know more about this heat not burn alternative.
|>||Call & Collect|
This service has been designed for you if you're already familiar with the product and want to discover IQOS news like limited editions or new releases. It's also for you if you want to buy a new device or customise your existing one, easily and without waiting.
If this sounds like you, you can call +34 689 505 812. You will be helped by a personal assistant who will give you advice and help prepare your order in just a few minutes. When your order is ready, you'll receive a confirmation SMS advising you to come to the Boutique to collect it. Please bring your ID so that we can verify your identity.
This service has been designed for if you want to visit our IQOS Boutique in person for advice without waiting.
Call +34 689 505 812 and make an appointment with one of our specialists. Our staff will answer your questions one-on-one and will advise you so that you can enjoy the full IQOS experience.
|>||Home Delivery Service|
Do you live or work within a 1 kilometre radius of the IQOS Boutique, but you're too busy to come in person for a new device or for accessories to customise your existing one?
Call +34 689 505 812. Again, your call will be handled by a personal assistant who will advise you and help with the preparation of your order. One of our specialists will bring it to the address you have provided, where you'll be able to pay for it by card. Please have your ID with you so that we can confirm your identity.
Check this map to see if you can access this service:
To offer you a better experience, we are giving you an hour of free parking in Plaza de Colón, s/n.
You can make use of this service when you are making a purchase or requesting a change of device. Simply ask our staff for a validation ticket, which you can redeem in the car park when you're ready to leave.
Opening times for the IQOS Boutique on Serrano
Located in the heart of Madrid, on calle Serrano 36, the Boutique is open all day from Monday to Saturday between 10:00 and 21:00 and on Sunday from 12:00 to 20:00. Uninterrupted opening hours so that you can visit the store when it suits you best. Please remember this is an area for adults only and unaccompanied children will not be allowed in.
Discover everything that this incredible space in the heart of Madrid's “Golden Mile” has to offer. It's an exclusive meeting point in the middle of the city where you can buy any of the available IQOS products and accessories whilst solving any queries, finding out the latest news or getting details about your IQOS.
It is unmissable and a real must to be experienced first-hand. Pop into the new IQOS boutique in Serrano, we look forward to seeing you there!
Serrano IQOS Boutique services
|>||Home Delivery Service.|
|>||Call & Collect.|
|>||Sale of IQOS devices and accessories.|
|>||Free loan of IQOS devices.|
|>||Free device charging and cleaning station.|
|>||Incident support and assistance with any doubts.|
|>||HeatControl™ Technology demonstration with the “science machine” and product demo area.|
|>||Free WIFI for customers.|
More about the new IQOS boutique
In its flagship store in Spain, Philip Morris has opted for one of Madrid’s most exclusive central locations, just as it did in the other capital cities worldwide. Indeed, there are already 87 established stores across the globe, including Amsterdam, Berlin, Lisbon, London, Milan, Moscow, Paris, Seoul and Tokyo.
Designed by the MACH architectural firm and managed and implemented by Ideagenia, it is a bright, airy space flaunting a unique, exclusive design; simple, yet with every last detail carefully thought-out. It is inspired by use of the unique materials that create an ambiance of true well-being.
How to get there
November 5 2020
Haven’t you heard about the IQOS Incombustible Route in Madrid yet?
At Philip Morris we know that adult IQOS users don’t always tread a well-worn path. We know that you’re part of the incombustible community, people who dare to try new alternatives, who never stop looking for unique experiences, and who always want to go one step further. That’s why we’ve created the IQOS Incombustible Route. More than 40 exclusive spaces in Madrid that suit your needs and will give you unique moments.
What is the IQOS Incombustible Route?>
The IQOS Incombustible Route takes you to enchanting spots that have some of the coolest vibes in the city, little oases for you to enjoy that allow you to switch off and share special times with your nearest and dearest. Discovering them with good company is the perfect plan for those of you who want to awaken your senses through top notch gastronomy, entertainment, events, music and the best atmosphere.
Each of the 47 venues that make up the IQOS Incombustible Route has its own unique style and is nothing like the others, so if you’re a daring person, it’s time to begin the adventure.
Also, in some of these spaces, such as Fortuny, Florida Retiro and Ramses (you’ll find a full list in the drop-down menu below), we’ll be going one step further to give you the chance to sample the latest cocktail trends. Innovation and experience come together thanks to IQOS and the trendiest venues in Madrid.
The IQOS Incombustible Route is the point of reference for those incombustible people who want to be at the cutting-edge of leisure and gastronomy. You’ll enjoy experiences that have been specially designed for you, and you’ll find everything you need to keep your IQOS in tip top shape too, with cleaning and charging kits for your device available for free.
Which services does the IQOS Incombustible Route offer?>
From the moment you enter the exclusive spaces of the IQOS Incombustible Route, you’ll be well looked after. We want to take care of even the smallest details so everything works out as you would want it to. So, you’ll be able to relax in the best environment from first thing in the morning having brunch, enjoying the best gastronomy, to one of our pairing sessions or, if you prefer to make plans as the sun sets, you’ll be able to have dinner and sample our most divine cocktails. All whilst enjoying the best music and the greatest events.
In many of these spaces you can also take part in various activities where you can win prizes and drinks on the spot.
Naturally, along the IQOS Incombustible Route you’ll be able to relax, since all the venues have taken the necessary protective and hygiene measures to guarantee everyone’s safety and make sure that nothing stops you from feeling that you’re in a trusted, comfortable environment.
Where are the venues of the IQOS Incombustible Route?>
There’s a large number of venues along the IQOS Incombustible Route. Below, we provide their addresses so that you can easily find them and figure out which ones are nearest to you. You’ll find these fashionable spots both in very central areas and in the outskirts, in places like Majadahonda and Boadilla del Monte. You just have to take a look at this drop-down menu to see which one you most fancy visiting at any given time!
La Cocina de San Antón: Calle Augusto Figueroa, 24 (3a Pl), 28004, Madrid
Marta, Cariño!: Calle de Silva, 4, 28013 Madrid
Terraza de la Reina: Plaza de Pedro Zerolo, s/n, 28004 Madrid
Restaurante La Divina de Castellana: Paseo de la Castellana, 134, 28046 Madrid
Abascal: Calle de Fernández de la Hoz, 66, 28010 Madrid
Artium Café: Calle del General Álvarez de Castro, 11, 28010 Madrid
El Columpio: Calle Caracas, 10, 28010 Madrid
Fellina Restaurante: Calle Caracas, 21, 28010 Madrid
Fortuny Restaurant & Club: Calle de Fortuny, 34, 28010 Madrid
Habanera: Calle de Génova, 28, 28004 Madrid
La Bientirada Quevedo: Glorieta de Quevedo, 6, 28015 Madrid
La Charla Chamberí: Calle de Santa Engracia, 76, 28010 Madrid
La Mamona de Chamberí: Calle de Ponzano, 7, 28010 Madrid
Maddock Madrid: Paseo del General Martínez Campos, 26, 28015 Madrid
Restaurante Coque: Calle del Marqués de Riscal, 11, 28010 Madrid
Taberna La Mina: Calle del General Álvarez de Castro, 8, 28010 Madrid
Barbillón Oyster: Av. de Valdemarín, 165, 28023 Madrid
En Copa de Balón Enolounge: Av. de Valdemarín, 165, 28023 Madrid
La Mamona Cervecería: Camino de la Zarzuela, 23, 28023 Madrid
Aarde Restaurante: Plaza de la Independencia, 10, 28001 Madrid
Espada Da’Tomaso: Calle de Ibiza, 26, 28009 Madrid
Florida Retiro: Paseo de la República Dominicana, 1, 28009 Madrid
Restaurante Origen: Plaza de la Independencia, 10, 28001 Madrid
Taberna Barullo: Calle de Ibiza, 48, 28007 Madrid
Trattoria de Sant Arcangelo: Calle de Moreto, 15, 28014 Madrid
Ultramarinos Pirulo: Calle de Ibiza, 13, 28009 Madrid
Bar Carallo: Calle de Serrano, 45, 28001, Madrid
Bulevar 54: Calle de Juan Bravo, 54, 28006 Madrid
Norte Sur General Pardiñas: Calle del General Pardiñas, 71, 28006, Madrid
Patio de Leones: Calle de Serrano, 41, 28001 Madrid
Pintxoterapia General Pardiñas: Calle del General Pardiñas, 71, 28006, Madrid
Ramses: Plaza de la Independencia, 4, 28001 Madrid
Restaurante Amazónico: Calle Jorge Juan, 20, 28001 Madrid
Restaurante La Divina de Goya: Calle de Goya, 111, 28009 Madrid
Taberna Los Gallos: Calle Puigcerdà, 8, 28001 Madrid
Ten con Ten: Calle Ayala, 6, 28001 Madrid
El Viejo Chamartín: Calle de San Germán, 6, 28020 Madrid
D.O Boadilla: Avenida Siglo XXI, 7, 28660 Boadilla del Monte, Madrid
Tinglado Oyster Bar: Avenida Siglo XXI, 13, 28660 Boadilla del Monte, Madrid
La Paralela: Calle Castillo de Manzanares, 17, 28232 Las Rozas de Madrid, Madrid
Armónico Restaurante: Calle Goya, 1, 28222 Majadahonda, Madrid
Panorama Oyster Bar: Calle Moreras, 42, 28221 Majadahonda, Madrid
Salterius: Calle Goya, 1, 28222 Majadahonda, Madrid
In any event, remember that you can also contact any of these establishments directly. They’ll gladly give you details of their opening times and will provide you with all the information you need at any time.
November 4 2020
myIQOS: all you need to know about the incombustible community with exclusive benefits
We have something for incombustible people like you: we're launching myIQOS, an exclusive programme for IQOS users where you'll receive personalised customer service, the latest news on IQOS and unique benefits for joining those who, like you, have left smoke behind.
What is myIQOS?
myIQOS is a community for incombustible people, a community of those who, like you, want to go further and try new things. This community brings together adult IQOS users who have switched to smoke-free alternatives with our devices.
It's a programme that you can rely on at any time: we're there in your daily life to help you, with everything from buying a device to everyday use, and of course for access to unique experiences.
Also, you'll be able to share your experience with your adult smoking friends and invite them to join the community of those who have chosen a better alternative.
How can I join myIQOS?
To take part in myIQOS and take advantage of all its benefits, you just need to register on es.iqos.com as a user (someone who has already purchased a device) or as an adult smoker (someone who does not yet use IQOS, but wants to receive more information) and accept the terms and conditions of the programme.
Once complete, you can log in to myIQOS with your username and password.
The main benefits of myIQOS
Only by being a myIQOS member will you have preferential access to promotions, the latest IQOS news and personalised experiences and offers for you. Also, we want you to stay up-to-date with IQOS. So, we'll let you know before anyone else about new devices and accessories. Sign up to find out about the first of the limited editions and customisations for your device.
The myIQOS community gives you unforgettable moments too. You can discover events, restaurants and experiences where IQOS is present so that you can continue to receive the attention you need and have the best IQOS experience, by taking part in activities and draws for a free cocktail or dinner, for example.
We also offer international customer support in over 40 countries for your device under warranty, and accident cover for replacements. Our search engine allows you to find the places where we are present. To enjoy these services, you should link all your devices to your personal profile: always have your IQOS ready wherever you go.
We also want to be there for you on the most special days, like your birthday or IQOS anniversary. Keep an eye out for your greeting, because it'll be very special.
Whether in a restaurant, in your office or at home, we care about you. An incombustible person needs to have a device that follows your rhythm, which is why at the top right of your private myIQOS profile, you have our Care Service, with our personalised customer service. These are the two types of personal advisers that will be there for you:
- The IQOS Expert team, which handles any issues with your devices via Live Chat, email, social media and phone.
- IQOS advisers to help you with your device for the first 30 days. They'll get in touch with you to help you familiarise yourself with your new IQOS and discover the benefits of this community. We'll assign you an adviser when you register your first device.
Other user profile services
On your personalised myIQOS menu you'll have access to the following sections:
- Exclusive. Special promotions, unique codes for you, limited editions and launch announcements, all to give you the best experience.
- Life. Enjoy incredible moments and discover, for example, the more than 40 venues on the IQOS Incombustible Route in Madrid. Take part in prize draws for unique experiences like meals at iconic restaurants.
- Friends. Make your adult smoking friends incombustible too, recommend IQOS and earn points.
Collect points and get new products
What's more, on your profile you have a section with your personal code so that you can invite your adult smoking friends and they can also live the myIQOS incombustible experience by buying IQOS devices and accessories. Alongside this code you can see your points balance, which can be redeemed against the products available in a virtual catalogue.
The IQOS Boutique in Madrid: myIQOS services
Once you sign up for myIQOS, we'll also be looking forward to seeing you at the IQOS Madrid Boutique (Serrano, 36). By belonging to the incombustible community you’ll have access to some exclusive services:
- Call & Collect. Forget about waiting. Phone us to place your order and when it's ready we'll notify you via SMS and you'll be able to collect it.
- Home Delivery Service. We bring your order ourselves, anywhere within a 1-kilometre radius. We'll also come to pick up your damaged device to fix it and then return it to you.
- Personal Shopper. We want to assist you with your IQOS purchase. Book an appointment and we'll advise you on finding the right IQOS model for you.
These services are in addition to the classics we've already provided, such as device loans and free charging stations. We look forward to seeing you at the Boutique on calle Serrano!
Essentially, myIQOS is a community where incombustible people like you are not alone and where you'll find lots of people to share IQOS moments with. We'll have new surprises for you over the coming months.
Meanwhile, join this programme that's full of benefits.
October 8 2020
Make your IQOS as unique as you are with IQOS pack offers
There is a personalised IQOS kit for every moment. Just choose the one that suits you best.
IQOS packs have been created to help you get the most out of your IQOS experience, depending on your needs and the time of day.
Each month, discover new offers and packs available for a limited period at a special price. If you don't want to miss out, make sure to follow our offers section.
Do you want to discover them?
IQOS travels with you
Check out IQOS accessories for your car. A combination of style and practicality to offer you a range of promotional packs adapted to your car.
IQOS in your day-to-day life
IQOS accessories, whether you're at work or at home. Choose among our range of packs with a minimalist and modern design for maximum convenience, whether you're at work or kicking back at home.
IQOS the way you like it
Make your IQOS as unique as you are. Now you can express your style and customize your IQOS with our range of personalization accessory packs.
IQOS goes where you go
Take your IQOS with you wherever you go. Check out our selection of promotional packs and choose the right one for you. Protecting your IQOS without compromising either style or function means guaranteeing the best experience.
Discover IQOS packs in our offers section and look out for new offers each month. So what's the perfect IQOS pack for your moment?
October 13 2020
Can you get help for IQOS on Facebook, Twitter or YouTube?
Just bought an IQOS device and want to know how to get the most out of it? Fancy having information at your fingertips on how to restart the device, get practical user guides and learn how to use the cleaning tools, among other things? It’s easy! You just have to access the online IQOS customer service channels in Spain which are there for you to ask all the questions you may have.
Follow us on IQOS Customer Service Facebook, Twitter and YouTube!
We want to assist you with your online IQOS experience, so our Twitter and Facebook social media pages are available as customer service channels to solve any issues or comments that you wish to raise with us. You can also contact us in real time on Live Chat. Of course, we’re also waiting for you on our IQOS YouTube page, where you can get information from IQOS tutorials and videos that give you the key points to answer your queries about your device.
Remember that the IQOS online channels are for those living in Spain. They are aimed at adult smokers who would otherwise continue smoking or using other nicotine-based products, and adult IQOS users.
Here we explain what you can do on each of our channels:
- IQOS Live Chat: If you want to make a quick enquiry about how your device and accessories work, Live Chat is your best option! Connect with one of our IQOS experts and you’ll get a reply within seconds. This service is available every day from 9am to 9pm (1 hour earlier in the Canary Islands).
- IQOS Spain Customer Service on Facebook: If you are a frequent user of Facebook and it’s easier for you to communicate with Philip Morris through this network, we’ll be happy to look after you. Follow this account to comment and send us direct messages. The channel is dedicated to answering questions about how the IQOS device works, its accessories and after-sales services. This service is available every day from 9am to 9pm (1 hour earlier in the Canary Islands).
- IQOS Spain Customer Service on Twitter: Is Twitter your preferred network? You can also send us your enquiries via this channel. Write to us either publically or privately and we’ll respond as quickly as possible. This service is available every day from 9am to 9pm (1 hour earlier in the Canary Islands).
- IQOS Spain Customer Service on YouTube: If you are one of those people who prefers to learn at your own pace, the IQOS YouTube channel is your greatest ally. You’ll find videos and tutorials with the best advice on how to make the most use of your IQOS device. For example, would you know how to charge or clean your IQOS without damaging it? Do you know how to register it? We explain all the key points in these simple IQOS videos that you can also find on the other IQOS Spain customer service channels. Click on the link and find out all the tricks!
What are the advantages of the online IQOS Customer Service channels?
You’ll find an excellent, immediate and simple way to directly connect with our brand on all of the online IQOS customer service channels in Spain. You can communicate with IQOS experts, who’ll take it upon themselves to answer all your questions, advise you so that you get the best experience from your device and resolve any possible incidents. They have the information you’re looking for, don’t miss out on the opportunity to write to them.
I’m not on social media, so how can I get help with IQOS?
If social media are not your thing and you prefer using traditional forms of contact, remember that you can continue to keep up-to-date with all the latest news and receive personalised assistance. For technical support, you can contact us and have your queries answered via:
- IQOS email: If you prefer to make your enquiry via email, you just need to enter here, scroll with your mouse to the ‘Still have questions regarding your IQOS?’ section and click on the envelope icon. That will take you to your email so that you can send your enquiry. Customer service via email is available Monday to Friday from 9am to 9pm and from 9am to 6pm at weekends (1 hour earlier in the Canary Islands).
- Frequently Asked Questions: We encourage you to look at the Frequently Asked Questions section, there is sure to be something to help you there.
- IQOS customer service helpline: Speak directly with one of our IQOS support experts on our freephone number +34 900 15 20 15. The helpline is open Monday to Friday from 9am to 9pm and from 9am to 6pm at weekends (1 hour earlier in the Canary Islands).
What’s more, remember that you also have the IQOS support and assistance team sections at your disposal to handle your specific needs. What are you waiting for to share your IQOS experience with us? We look forward to helping you via our customer service channels!
August 26 2020
Is IQOS a smoke-free product?
The answer is yes, IQOS is a smoke-free product. This is thanks to more than 430 scientists and engineers from the Philip Morris International global Research and Development Centre in Switzerland who have managed to develop IQOS, with which tobacco is heated rather than burned, as an alternative to traditional tobacco products. When you use IQOS, tobacco vapour is released rather than smoke.
Although the idea of heating tobacco rather than burning it has been around for more than twenty years, many years of scientific development have been necessary to achieve this product based on heat-not-burn technology (which heats tobacco, avoiding combustion).
Today there are already over 10 million adult smokers around the world who have made the decision to switch to the IQOS alternative1.
How do IQOS and the tobacco heating system work?
IQOS is a better alternative to conventional tobacco products on the market, although it is not completely risk-free. Inside each IQOS device there is sophisticated technology (IQOS HeatControl) that heats the specially designed tobacco units. Each device warms the tobacco to the precise level that generates a vapour containing nicotine, but without actually burning it at any point.
As a result, one of the differentiating factors that the heat-not-burn technology developed by Philip Morris brings is this: the tobacco in a traditional cigarette burns at a temperature of 800ºC and, as such, it generates smoke. IQOS, on the other hand, does not reach such high temperatures, because it heats the tobacco at a far lower temperature, up to a maximum of 350ºC, at which combustion does not happen, and there is no fire, ash or smoke.
What are the advantages of the IQOS heating system?
IQOS’ heat-not-burn technology produces a tobacco vapour that contains nicotine and dissipates more quickly than cigarette smoke, making it a smoke-free product that boasts many advantages compared to traditional cigarettes:
- Goodbye combustion: Given that there is no lit end, with IQOS there is no risk of burning people around you, or pets, clothing or furniture, unlike with cigarettes.
- No more smoke: Unlike traditional cigarettes, IQOS does not burn the tobacco, and therefore does not produce smoke.
- No ash: Because there is no combustion, IQOS does not generate ash.
- Less smell: IQOS leaves a less persistent odour on your hands, hair and clothes than cigarette smoke.
In addition, the fact that IQOS HeatControl technology prevents the tobacco from burning, means that it significantly reduces the amount of toxic substances generated and inhaled compared to cigarette smoke. On this subject, don’t forget that smoke is a complex mix of over 6,000 chemical substances, of which almost 100 have been identified as harmful or potentially harmful.
IQOS generates, on average, a 95% less harmful chemicals compared to cigarettes.*
*Compared to the smoke of a standard reference cigarette (3R4F).
If you would like more detailed information about the technology behind Philip Morris International’s smoke-free product range, click here.
IQOS’ heat-not-burn technology, a better alternative for adult smokers
With IQOS you not only have cutting-edge technology, but you can also choose a better alternative if you’re an adult smoker and customise the devices to suit you. Find out here how to make your IQOS unique and find the accessories that best fit your style.
If you haven’t yet taken your first steps with IQOS, remember that you have available to you a whole customer service team who can help you to clarify any doubts and will advise you about the IQOS model that’s most suited to you. If, on the other hand, you prefer to do some research yourself beforehand, then the FAQs about IQOS should also be helpful.
And it’s important to remember that, if you want to try the experience at first hand, you can do so using the free loan service. The process is really simple, you just have to go to the ‘Try’ section on our website, fill out the form and an IQOS expert will get in touch with you.
Nevertheless, you must bear in mind that IQOS is not designed for or aimed at those adult smokers who want to quit consuming tobacco or nicotine. IQOS is a better alternative for adult smokers who otherwise would keep smoking or using nicotine-based products.
Now that that’s clear, you can go to the IQOS website and explore the array of options that smoke-free products offer.
1Source: financial data or estimations by PMI, a panel of IQOS users and PMI market research. Data correct at March 2020. IQOS users who have completely stopped smoking cigarettes and those for whom PMI heated tobacco units represent at least 70% of their heated tobacco consumption for the past week.
August 17 2020
Blend green, blue and silver with this limited edition IQOS 3 DUO
The limited edition of the IQOS device mentioned in this article is no longer available. We will keep you informed regarding any new information. We apologize for any inconvenience.
IQOS 3 DUO Lucid Teal Limited Edition
Own Your Moment. Own Your Style. You will have a no smoke, no ash and less smell experience, all while highlighting your style with the new limited edition Lucid Teal Capsule Collection. Our most elegant color yet, Lucid Teal blends together in IQOS tones of blue, green and silver. A highly versatile and neutral color, it is the absolute embodiment of freshness.
Are you thinking of getting a new blue, green and silver IQOS? Or are you still investigating its advantages to switch to this alternative? If you find these colors appealing, perhaps this limited edition is the right device for you and we suggest that you continue reading.
How much time is left to buy the new limited edition IQOS 3 DUO Verde Agua?
The limited edition IQOS 3 DUO Lucid Teal devices and accessories are available until stock sells out. In addition to the new IQOS 3 DUO being our most advanced device, which features two consecutive uses and rapid charging, the collection also includes a range of accessories to help you elevate your everyday style.
IQOS 3 DUO Limited Edition Iridescent Accessories Collection
We didn’t stop there. To help you match your look at every moment, we also created the beautiful and vibrant Iridescent Collection. It has four covers with matching caps in Lucid Teal, that converts any IQOS 3 or IQOS 3 DUO device into a stunning style statement.
Summer is the perfect time to try this IQOS 3 DUO device with its fresh new look
Be the first to discover both collections and match - or perhaps mix - your IQOS accessories. Regardless of the combination you choose, you will always be able to match your device to
any look, any style at any moment. Discover the Lucid teal limited edition device and accessories this summer. Whether you’re going on vacation or staying at home, we have several tips on how to find IQOS support during the summer.
August 11 2020
The US FDA resolution: an important milestone for IQOS
A key milestone: the FDA concludes that switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*
On July 7, 2020, the U.S Food and Drug Administration (FDA), a government agency responsible for protecting public health, made a historic decision concerning IQOS. It authorized IQOS and three HeatSticks variants, to be commercialized in the US as a Modified Risk Tobacco Product (MRTP), with a reduced exposure claim.
IQOS is the first and only tobacco heating system that has completed the US FDA Modified Risk Tobacco Product application process, concluding that switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*.
The FDA’s decisions came after several years of reviews of the scientific evidence available on IQOS.
After having reviewed the totality of scientific evidence available for IQOS, the US FDA concluded that:
- IQOS heats tobacco but does not burn it.
- The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals.
- Scientific evidence have shown that switching completely from conventional cigarettes to IQOS significantly reduces your body’s exposure to harmful or potentially harmful chemicals**.
The FDA’s decisions shows that IQOS is a fundamentally different product compared to cigarettes. IQOS is a better choice for adults who would otherwise continue smoking. Unlike cigarettes, which burn tobacco, IQOS heats it instead. This significantly reduces the production of harmful or potentially harmful chemicals compared to cigarette smoke.
For the past 10 years, we built a team of more than 400 scientists and R&D experts and have significantly invested towards one goal: creating an alternative to cigarettes for those adult smokers who want a better choice than continued smoking.
So we are proud to celebrate this milestone on our journey, together we aim to prove ourselves step by step and continue delivering on our promises.
Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.
* Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared to the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.
**Source: FDA’s commercialization order for the IQOS system dated July 7, 2020.
July 23 2020
Where can I find reviews of IQOS?
Are you an adult smoker looking for a better alternative to cigarettes? With IQOS you can discover the advantages of heating tobacco rather than burning it, bidding farewell to ash and smoke. It doesn’t matter if you don’t already know about its features: you can search for reviews of IQOS to discover all the advantages of its technology, check if the product is right for you and join over 10 million adult smokers around the world who have already switched to IQOS.*
If you’re wondering whether IQOS is for you and you want to know whether to change to this better alternative for adult smokers, grab a pen and paper or open the notes app on your mobile, because below we’ll share with you how you can find reviews that will tell you what other users think of the IQOS 2.4 Plus, MULTI and DUO versions, as well as how the accessories make the IQOS experience unique.
Where to read reviews of IQOS
We would like to introduce you to the new IQOS reviews tool, a space on our website where you can find reviews from users within the IQOS community about the various products and accessories. If you’re wondering "What is the IQOS community?", it's a group of over 10 million smokers around the world who have already changed to IQOS.*
Through the new tool, you can read reviews on the various products and accessories on the IQOS online shop. On each item page, before the description, click on the stars to read a collection of independent evaluations provided by users about using the device. These reviews will help you make a decision. You can also access the reviews directly by scrolling down to the bottom of each product page.
Only people who buy an IQOS device or accessory through the online shop can write a review about these products. A few days after making a purchase, users receive an email inviting them to publish a review, as long as they comply with the terms and conditions.
As explained in these terms and conditions, your review should:
- be your own honest and accurate review of the product;
- focus on your experience of the purchase and use of the IQOS product itself (in particular the product’s features, quality and design); and
- be written in one of the languages available in our website (Spanish or English).
Furthermore, we will reject and will not post your review if it includes any of the following:
- reference to tobacco products or tobacco consumption;
- mention of any competitor’s name or product;
- mention of any perceived health benefits or make any claim indicating that our products are risk free, healthier or safer than other tobacco or nicotine products, or that they’re non-addictive;
- suggest that our product should be used as a smoking cessation device or to help anyone quit tobacco and/or nicotine use;
- suggest that our device should be used by non-smokers or people under the age of 18;
- mention any unexpected health or safety problem that you believe may have been caused by use of a tobacco product and/or exposure to a tobacco product – if you have such an experience, please immediately contact our customer care team here instead;
- include any aggressive, threatening, trolling, discriminatory, profane or vulgar language;
- include interpretation of the legislation applicable or related to IQOS products or its use;
- include any images or videos; or
- include any personal data.
Check the terms and conditions* for information regarding other conditions of use for ratings and opinions.
When IQOS reviews have been published, readers can filter them by publication date, relevance, usefulness and rating, as well as the average product score from the number of stars that it has received. If you think that an opinion could be useful for other people, you can click on the thumbs up image in the review.
In addition to IQOS 2.4 Plus, MULTI and DUO, what other products can you read reviews about?
The IQOS community is very active and is always prepared to provide an opinion about any product other people discover this technology that is already part of their daily lives.
In addition to reviews on the IQOS 2.4 Plus, MULTI and DUO devices, you can also find reviews on IQOS accessories which we’ll discuss below.
Product information and benefits to make you think. Let’s see if the opinions agree!
The review tool can be used to assess the full range of IQOS accessories. Our IQOS community has accessories such as cases, pouches and clips made from several materials (silicone, fabric or leather) which can be used to protect and customise your device. The accessories cater to any part of your daily life, such as your car, your home or office, or on the street.
Does the personal touch of a brightly coloured cap appeal to you? Or the elegance of a fabric sleeve? It’s easy to find the right accessory for you – the array of IQOS accessories is always offering new colours and products to personalise your experience. If you can’t find an accessory that appeals to you, don’t worry, we’re always adding new items!
The range of accessories also help adult smokers have a cleaner experience. For instance, with the trays, cutting-edge design containers in which you can dispose of used heating tobacco units. Its shape and metallic finish even turn it into a decorative piece for your home. Additionally, we have cleaning sticks that will remove possible residue from your IQOS’ heated units.
We also offer specialised assistance if you’re still considering the switch to IQOS - our IQOS advisors can tell you anything you want to know about the device’s technology. They can explain which is the most appropriate model or accessory for you, and they’ll support you with tips whilst you try it. We’re sure you’ll appreciate their personalised assistance.
Will a review help you to make the change to IQOS?
Still not sure? Try IQOS 3 DUO free for two weeks, with no commitment to buy. During this period you’ll have the personal assistance of an IQOS advisor, who will help you to make the most of your experience. If you request the device at an IQOS store, you will be contacted by an advisor who will assist you during the loan period after you register.
*Source: financial data or estimates from PMI, IQOS user panel and PMI market studies. Data updated as of March 2020. IQOS users who have completely stopped smoking cigarettes and for which PMI heating tobacco units account for at least 70% of their heating tobacco consumption in the last week.
When you submit a review, ask or answer a question, or otherwise submit content to us using the Review Service (the “Content”), you agree that:
- You are the sole author and owner of the intellectual property rights in the Content and it is your own original work;
- All rights that you may have in such Content have been voluntarily waived by you, in accordance with the applicable law;
- All Content that you post is accurate and not misleading;
- You are at least 18 years old and you are a smoker or a user of IQOS or nicotine containing products;
You further agree that you will not submit any Content:
- That is known by you to be false, inaccurate or misleading;
- That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
- That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
- That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
- For which you were compensated or granted any consideration by any unapproved third party, or on behalf of anyone else;
- In relation to your (or your relative’s, close friend’s, business associate’s, or employer’s) products or services;
- In relation to your competitor’s products or services;
- Offering compensation or requesting compensation in exchange for creating, modifying, or posting Content;
- Posting advertisements or solicitations in any form;
- That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
- That contains any computer viruses, worms or other potentially damaging computer programs or files.
You grant us a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and/or distribute the Content and/or incorporate such Content into any form, medium or technology throughout the world without compensation to you.
July 16 2020
Can IQOS help me reduce cigarette smell?
Improving the present through innovation is the main goal that drove us to invest time and resources in technological and scientific development in order for a smoke-free future to be possible. These efforts have enabled the creation of a new technology called Heat-not-burn, which is the basis of the IQOS electronic device. This system differs from traditional cigarettes for the absence of combustion: it does not burn, but heats the tobacco.
IQOS is a better alternative to burning tobacco as it offers several benefits to adult smokers, from completely eliminating smoke itself to reducing the cigarette-like smell. According to one survey, smokers who switched to IQOS say that their breath smells better and they feel more confident approaching others than they did after smoking a cigarette1. This simple yet fundamental change can significantly improve some important aspects such as smokers’ oral care and overall aesthetics compared to continuing to smoke traditional cigarettes.
How to get rid of the smell of cigarette smoke with IQOS?
Thanks to IQOS, an electronic device that does not produce any smoke or ash, you can say goodbye to cigarette smell. The innovative HeatControl™ technology heats the tobacco to a temperature of up to 350º C without burning it like conventional cigarettes do, thus it does not produce ash and the classic smell produced by cigarettes is reduced.
Advantages of IQOS: you can reduce the smell of smoke from your clothes and your life
Cigarette smoke can be annoying, not only to smokers themselves but also to the people around them. You may have wondered how to get rid of tobacco smoke from your hair, furniture or clothes: there is nothing worse than clothes that smell like tobacco smoke because it follows you all day and is perceived by those around you.
IQOS, a better alternative for adult smokers
Today, there are already more than 10 million adult smokers in the world who have switched to IQOS2, which leads us to believe that a smoke-free future is possible and that IQOS, while not without risk, is actually a better alternative for adult smokers. Moreover, IQOS is a product designed by and for the user, so it aims to continue improving in performance, durability and customization.
See for yourself how IQOS can reduce cigarette odour
Where can you buy IQOS? On our official website, or in person through the help of the IQOS store locator, you can find out where the physical IQOS stores are located and visit the one you choose. Also, if you live in Madrid you can try the Click&Collect service for IQOS 3 DUO and IQOS 3 Multi. These are our latest models and have a more durable battery, as well as the IQOS ProtectPlus™ system, comprised of sturdy material that ideal to protect your device from any damage.
1Source: an online survey conducted by external market research agencies in 2016 and 2017 to a selected sample of 3,157 IQOS users in Japan, Switzerland, Italy, Romania, and Spain.
2Source: financial data or estimates from PMI, IQOS user panel and PMI market studies. Data updated as of March 2020. IQOS users who have completely stopped smoking cigarettes and for which PMI heating tobacco units account for at least 70% of their heating tobacco consumption in the last week.
July 10 2020
Another summer with your IQOS
Finally, summer is here! Now it’s time to relax and enjoy some good times on a well-deserved holiday. Whatever your destination, IQOS customer services are still available for you. Although this is a different summer, it’s still summer.
Whatever the destination you have in mind, don’t forget to take the essentials with you – sunglasses, sun cream, good music, bookings at the best restaurants, and if you’re an IQOS user, your device and its accessories (charger and cleaning kit) so that you can use it whenever you want.
It’s time to plan your free time doing what you most like: travelling through Spain, enjoying the beauty of a big city like Madrid, or maybe travelling abroad. Wherever you go, IQOS will always adapt to you. You can explore all the options available to you - IQOS customer service will always be available, wherever you need it.
Summer plans in Spain?
If you’ve decided to stay in Spain for these holidays to discover one of its fabulous spots, either on the coast or inland, you’ll have IQOS as your travel companion.
You’ll have technical assistance and any service you need for your device at selected IQOS points of sale in el Corte Inglés, in other shopping centres and at many of the country’s IQOS points of sale. The usual points of sale and the 20 new temporary customer service points in Spain’s most touristy areas are still available for you:
Passing through or staying in Madrid?
If ultimately you decide to stay in Madrid or you’ve decided to visit the capital, you can discover the IQOS Boutique at calle Serrano, 36.
In this space you’ll be able to enjoy all the IQOS services and innovations, such as the limited editions. Our specialist team will help you to solve any problems, will advise you about the free loan and will show you the best tricks for cleaning your device and keeping it like new. All that right on Madrid’s Golden Mile!
Find out more about the Serrano IQOS Boutique.
Going to explore another country?
If your plans are more about getting out to explore the world and you’ve already earmarked an international destination on the map, at IQOS we want your trip to be as comfortable and safe as possible. That’s why our advice is to focus on planning your trip so that it’s a success, and don’t worry about anything to do with IQOS. Why? Because we’ll take care of that. IQOS has a presence in 52 countries around the world; in all of them you’ll be able to find IQOS points of sale and you’ll receive any help that you may need at any time.
If you usually leave everything to the last minute, we’ve also thought about you. IQOS can be found in some of Spain’s international airports, such as Madrid-Barajas Adolfo Suárez Airport.
What’s more, on trips abroad you’ll be able to rely on our international assistance service. We’ve thought of everything. If you have any issues with your IQOS device in any of the countries where IQOS is available, you’ll now be able to benefit from our service, which whenever possible includes a replacement for your broken IQOS.
You can call +800 2559 2559 (freephone) or +41 215 478 888 (may incur costs).
Check all the details here.
Whatever your destination, have a great trip! Enjoy it and remember that our customer service team is still available for anything you may need. At IQOS points you’ll find the necessary hygiene measures to keep you and everyone else safe.
June 30 2020
Myths and Truths About IQOS that You Need to Know
Are you an adult smoker who is considering the switch from cigarette smoking to the IQOS tobacco heating system? In the information age, we can find claims that may need to be separated from reality. Here, we bust some of the most common myths around IQOS.
1. MYTH: IQOS burns tobacco
TRUTH: Traditional cigarettes burn tobacco; IQOS heats tobacco. Therefore, unlike cigarettes, IQOS has no risk of burning others around you, pets, clothes, and furniture as there is no lit end.
2. MYTH: Heated tocacco produces smoke
TRUTH: The IQOS tobacco heating system is the leading smokeless and non-combustible product in our current smoke-free products portfolio. Unlike cigarettes, IQOS is used to heat tobacco units without burning the tobacco; thanks to its heating system, the device does not produce smoke, but rather vapor. This means that IQOS produces less smell than cigarettes. Additionally, when using IQOS, the tobacco vapor dissipates more quickly than cigarette smoke.
3. MYTH: I can use IQOS without nicotine
TRUTH: This myth is for those who wonder what IQOS contains. IQOS is an electronic device that does not contain tobacco or nicotine. However, IQOS is used with specially designed heated tobacco units that contain nicotine, an addictive substance that occurs naturally in tobacco and is not added artificially to the tobacco units. It’s important to be aware that the use of IQOS is not without risk.
The best way to reduce tobacco-related health risks is to stop using tobacco and nicotine products altogether.
4. MYTH: I can use traditional cigarettes with my IQOS device
TRUTH: You can’t use traditional cigarettes with your IQOS device. Instead, you should use the heating tobacco units, which have been specifically designed to be heated, not burned.
5. MYTH: IQOS tobacco heating system is the same as an electronic cigarette (e-cigarette)
TRUTH: No, IQOS is not an electronic cigarette (e-cigarette). IQOS heats tobacco to generate a nicotine-containing vapor while electronic cigarettes (e-cigarettes) produce a vapor that usually contains nicotine without using tobacco. Both categories are alternatives to smoking which eliminate tobacco combustion when it’s used. However, the difference is that IQOS uses tobacco while electronic cigarettes (e-cigarettes) do not.
6. MYTH: IQOS is a tool to quit smoking or reduce your tobacco consumption
TRUTH: No, IQOS is not designed or intended for adult smokers who want to stop consuming tobacco or nicotine. IQOS is a better alternative for adult smokers who would otherwise continue to smoke or consume products with nicotine. But what does IQOS do? It heats tobacco instead of burning it, and in doing so, adult smokers who decide to switch to IQOS can get rid of many of the inconveniences related to traditional cigarettes, such smoke and ash, among others.
If you are wondering if IQOS less toxic than cigarrettes, various studies, both done internally as well as independently, show that IQOS emits on average 95% lower levels of harmful chemicals compared to cigarettes.*
*Average reductions in levels of a range of harmful chemicals (excluding nicotine) compared to the smoke of a reference cigarette (3R4F).
7. MYTH: IQOS stands for ‘I Quit Ordinary Smoking’
TRUTH: It doesn't mean that. Why is it called IQOS? It's not an acronym, but a brand name that was created to express an innovation and technology that, together with advanced science, would signal a turning point.
8. MYTH: IQOS is pronunced as if it were an acronym
TRUTH: IQOS, how is it pronounced? Its pronounced according to English phonetics (/ˈaɪkoʊs/ EYE-kohs).
June 26 2020
How to find an IQOS store
IQOS is close to you, whether online or off. You can contact us through Live chat, buy online or go to your nearest store if you need to.
It’s easy to find an IQOS store with our locator. In this article we’ll show you how to use the locator and filter it by available services, and we’ll also answer some frequently asked questions.
How to find your nearest IQOS store
The quickest, simplest and most convenient way of finding your nearest IQOS store is by using our store search. Go to the locator tool and allow es.iqos.com to use your location to show you the available stores in your area on the map. Whether you live in Madrid, Barcelona, Valencia, Seville, the Canary Islands or anywhere else in Spain, our tool will show you the store nearest to you.
The pin on the map with the Q from the IQOS logo shows you each individual store. A pin with a number corresponds to several different stores - tap or click to view them.
If you're browsing on your mobile device, tap on the map to show the store’s full address at the bottom of the screen. To move around the map, swipe with two fingers on the screen and spread them apart or move them towards each other to zoom out or in.
If you're browsing on your computer, you’ll see the addresses of available stores on the menu on the left-hand side. To zoom, click CTRL and move your mouse scroll wheel, to move the map hold down the left mouse button and drag.
If you’ve blocked location sharing and you want to change this to be able to use the store locator, we’ve explained how to change this back to location sharing in the section entitled ‘the locator can’t find my location’. If you’d rather not do this, you can use the search tool or map, and we’ll show you how next.
How to locate an IQOS store manually, or find one elsewhere in Spain
Using our locator, you can also find an IQOS store in any part of Spain, either by using the search tool or simply moving around the map.
- Locate an IQOS store using the search tool. To locate an IQOS store in a specific place, all you need to do is enter your chosen city, address or postcode into the search field: the map will pinpoint the area and you’ll see all the available stores on the map.
- Locate an IQOS store by moving around the map. Another option for finding a store is by simply moving around the map and dragging it in the direction you need.
What services are available at IQOS stores, and how to filter by service
By default, the search tool shows all stores that stock IQOS products, without distinguishing between the types of services on offer.
So, if you're looking for a specific service, you can use the filters to find your nearest store with this service.
- Technical Service: you’ll find all the stores that can help you with any issues with your IQOS (remember you can also find information in the Troubleshooting section if you don’t want to physically visit a store)
- Free Loan: to view all stores offering the IQOS device free trial (loan). You can also receive a device from the comfort of your own home via our website.
- IQOS Expert: find stores with IQOS experts. If you want to know more about our experts, read the Who are IQOS ambassadors and how can I contact one article. If you’d like to contact one of them directly, fill out the form and they’ll get in touch with you as soon as possible.
If you're browsing on your mobile and want to find a service on the locator, tap Filters at the top right-hand side of the search tool and pick your chosen service. Technical Service, Free Loan or IQOS Expert.
If you're browsing on a computer, click the service you need under Filters: Technical Service, Free Loan or IQOS Expert.
If you’re experiencing technical difficulties with the locator, you can find answers to the most frequently asked questions here:
The locator can’t find my location
It could be that you haven’t authorised es.iqos.com to use your location, but don’t worry, you can change this. The exact process depends on your browser, but it’ll be similar to Chrome:
Click the ‘i’ inside the circle or on the padlock on your address bar. When the pop-up window opens, select Site settings. Look for the Permissions section and select Location. Click Allow and refresh the page by dragging down. (MOBILE)
Click on the location icon on the right of the address bar and select Remove this setting for future access. Next, refresh the page and authorise es.iqos.com to use your location. (DESKTOP)
I can’t find any stores near me
If there aren’t any stores on the map, check it's not an error by shrinking the map until the locator finds a store.
If you’ve zoomed out of the map to show the whole of Spain and the locator still isn’t showing any stores, something isn’t working right. You could try using a different browser - the store search tool works on all operating systems and the most commonly used up-to-date browsers, but if you're using an older version it might not work properly. Open the locator page on Chrome, Firefox, Edge or Safari and refresh the page.
I'm still having problems
If you can’t use the store locator on your computer or mobile device, or you can’t find the store you're looking for, you can chat live with an IQOS agent on the Live Chat service (at the bottom right-hand side of this page, available every day from 9am to 9pm, - 1 hour in the Canary Islands) or call +34 900 15 20 15 (available 9am to 9pm Monday to Friday, and weekends from 9am to 6pm, - 1 hour in the Canary Islands), which you can use at any time during customer service’s open hours.
(Professionals) How to appear on the IQOS store search tool
If you sell IQOS products, get more customer traffic to your store by appearing on our store locator free of charge. You can submit a request here.
June 23 2020
What makes IQOS different from vaporisers?
In order to take our place in the world of electronic cigarettes and understand the main differences with IQOS, it is interesting to take a look at how on the one hand the first vaporisers came about and, on the other, the origin and main aim of IQOS.
Electronic cigarettes and vaporisers have now been on the market for decades. They were developed with a clear aim: to offer an alternative to traditional combustion of tobacco and help smokers that wanted to leave smoke behind.
At Phillip Morris, faced with the emerging alternatives and the change taking place in the world of tobacco, we made a decision: to invest time and resources in creating a truly innovative product that would be a better choice for smokers. After 10 years of research, we finally launched an innovative product on the market that has revolutionised the industry: the IQOS device.
What is the main difference between IQOS and a vaporiser?
If you are still wondering if using IQOS is like vaping or if it’s an alternative to a vaporiser, it's important to understand the main difference between the two devices: IQOS uses tobacco and vaporisers do not, instead they use liquids. Both types of products are intended for adult smokers who are looking for a better alternative to traditional cigarettes.
The primary innovation behind IQOS is the HeatControl™ technology, which heats the tobacco rather than burning it. This seemingly simple change means that instead of smoke, a tobacco aerosol or vapor is produced, eliminating the generation of ashes and removing the risk of burning yourself and those around you.
What different types of vaporisers exist?
We can find multiple types of electronic cigarettes available on the market today, most of which use liquids, with or without nicotine, of various flavours, etc. These electronic cigarettes or vaporisers can in turn be divided up into three groups:
Disposable cigarettes (or “ciga likes”): electronic cigarettes designed for single-use or for being used with disposable capsules.
Vape pens: liquid rechargeable e-cigarettes that usually feature a tank and an atomiser.
Variable power electronic cigarettes or mods: electronic cigarettes that generally have a powerful battery and customisation options.
What are the main characteristics of IQOS devices as compared with vaporisers?
It does not use liquids, as instead do most vaporisers, instead using units of tobacco for heating that have been specially designed be heated with the IQOS device.
Its refined, rounded design and carefully-developed size make IQOS an elegant, yet practical item.
It is an ergonomic device conceived for simple, easy use.
It is pocket sized, making it perfect for carrying wherever you need it.
Its bag or tabletop charging devices are innovative, convenient and quick.
IQOS offers a full range of accessories to customise the device as you prefer.
Where can IQOS devices be found?
If you still don't have your IQOS and want to be a part of our great family, it’s time to get your own device. They are available from:
- our website, in the on-line store, where there is a full range of products available that Philip Morris has launched for adult smokers like yourself.
- authorised IQOS sales points and stores. Visit the store locator section of our website to find your nearest store.
Which is better, vaping or IQOS?
Both vaporisers and IQOS have elements in common, but they are different. In a comparison "IQOS vs. vaping" it’s not possible to provide a clear answer as to which of the two is better, however, what is clear is that the best option will always be to completely stop smoking and the consumption of nicotine. For the adult smokers who don't quit, smokeless products such as IQOS are a better alternative.
In any case, it's important to remember that the use of IQOS or vaporisers is not without risk and is solely intended for adults.
And if you are still not sure, or would like a trial period before buying your very own IQOS, you are free to use our trial service. Make a request by filling in our website form and an IQOS representative will contact you to bring you the product and explain all its advantages in person.
Don’t stay stuck in the past, the better alternative is here now: smokeless, no ash, no cigarette smoke and combustion-free... this is what IQOS is all about.
IQOS is for adults only who would in any case continue to smoke tobacco products or use products containing nicotine. IQOS is not an alternative for stopping tobacco and nicotine consumption. IQOS is not without risk. The units of tobacco for heating used with IQOS contain nicotine, which is addictive.
The best way of reducing tobacco-related health risks is to stop consuming tobacco and nicotine products entirely.
June 22 2020
Discover IQOS offerings* without leaving your home.
Free 48h contactless shipping
Nobody is a fan of waiting. So for every online order you place from the 28th of March, you automatically benefit from free 48h contactless shipping for you safety and the saftey of others.
Free trial period up to 14 days
From 4th June you can request your IQOS free trial (loan) of up to 14 days and discover all the advantages that IQOS can offer you with the help of a personal advisor.
Customer Care Channels
* Limited time offer.
IQOS Care Team
June 18 2020
Does IQOS stain your teeth?
According to a non-clinical laboratory study carried out in Switzerland, IQOS stains your teeth significantly less than cigarettes do1.
Will using IQOS remove existing stains on my teeth?
If you are looking for a way to remove stains on teeth, IQOS is not a product designed for that. However, it can significantly reduce the chances of new stains appearing when compared to continuing to smoke. Therefore, this advantage of IQOS will be more evident after a professional dental cleaning and only after changing completely to IQOS.
Another aspect that must not be forgotten is that factors like drinking tea, coffee or wine can stain your teeth, regardless of whether you have decided to switch to IQOS or continue to smoke traditional cigarettes.
IQOS benefits are not limited to teeth stains
IQOS will make you feel more at ease when approaching other people since it affects less your breath: smokers switching to IQOS say that their breath smells better than when they smoked cigarettes2. And you will also have a better sensation in your mouth and a less unpleasant after-taste than that left by cigarettes3.
The use of IQOS produces less of a smell than cigarettes and isn't as persistent in permeating the hands, hair and clothes, meaning you are less likely to bother those around you. This is made possible by the fact that IQOS produces a tobacco vapour that dissipates more quickly than cigarette smoke, thereby eliminating the uncomfortable smell of smoke from your environment. Ultimately, making the switch to IQOS helps improve your personal image.
In addition to all the advantages already mentioned, IQOS has many others too, such as, for example, the fact of not generating ash, smoke or fire.
As it does not use combustion, IQOS does not produce ash and, consequently, does not generate smoke; instead, it produces a tobacco vapour that dissipates more quickly than cigarette smoke. Equally, as there is no lit tip, as instead there is with a cigarette, with IQOS there is also no risk of burning those around you, nor pets, clothes or furniture.
All these advantages of IQOS over traditional cigarettes are made possible by the sophisticated HeatControl™ technology, a system that, thanks to the heating plate within the device, heats the tobacco to a temperature of up to 350º, without burning it.
Start your free loan and discover the advantages of IQOS
Here at Philip Morris International, we know that the best choice is to stop smoking and consume nicotine completely, but we also know that there are adult smokers who are simply not going to do this or are unable to; this is why IQOS has been created as a better alternative to traditional cigarettes.
It is important to know that IQOS is not a tool to help smokers stop using tobacco. IQOS is used with units of tobacco for heating that contain nicotine, an addictive substance that is also present in traditional cigarettes. This is why IQOS is for adult smokers only who would in any case continue to smoke tobacco products or use products containing nicotine. Nonetheless, the fact of not involving combustion, nor smoke, means that switching entirely to IQOS is a better option than continuing to smoke.
To help you make the change, IQOS offers you a free lending service so that you can experience for yourself all the advantages of this innovative device. Visit our web page and request your trial IQOS; one of our advisors will explain all the advantages of IQOS to you in person and solve any doubts you may have.
Where can I buy IQOS?
Buying an IQOS device is very simple on our website. You can visit the on-line store and choose your preferred model and accessories to best fit with your needs: IQOS 3, IQOS 3 MULTI or IQOS 2.4. PLUS.
On our website you can also find your nearest IQOS store using our store locator or get advice from our IQOS advisors, who will be happy to offer you an excellent, personalised service.
1 - Source: non-clinical laboratory study carried out in Switzerland where human teeth and the most commonly used dental compounds were exposed to the IQOS aerosol for 3 weeks, showing significantly less staining than teeth exposed to the reference cigarette smoke (3R4F). Differently to conditions in real life situations, teeth were not exposed to other substances that can stain, such as tea, coffee or wine, which may alter the results.
2 - Source: on-line survey organised by external market research agencies in 2016 and 2017, involving 3,157 IQOS users in Japan, Switzerland, Italy, Romania and Spain.
3 - Source: on-line survey organised by external market research agencies in 2016 and 2017, involving 3,344 IQOS users in Japan, Switzerland, Italy, Romania and Russia.
June 16 2020
Why and how to try IQOS?
If you’re an adult smoker looking for a better alternative to cigarettes, but you haven’t yet decided to take the plunge with IQOS, we’re making available to you the free trial service with which you can get to know all the advantages of the device and decide for yourself, with no commitment.
You can easily request the trial from home or go straight to one of the stores that provides this service, and we’re going to tell you how.
Let an IQOS expert help you from your sofa at home
Friendly, experienced, knowledgeable, these are some of our experts qualities.
By contacting one of our experts, you’ll receive a device for 15 days and personalised support. Fill in this form and an expert will get in touch with you to begin your IQOS experience. The trial device will be delivered to you at home, the expert will explain how to use it and will help you with anything you need.
If at the end of your trial you’ve had a positive experience and want to buy IQOS, the expert will manage it all for you. However, if you’re still not sure, don’t worry, we’ll collect your trial device without any commitment. Discover the safety measures we’ve put in place for you due to COVID-19.
Come to your nearest store
If you don’t want to wait or you prefer face-to-face contact, you can come to your nearest store with a free loan service. Find yours with our store locator at es.iqos.com using the filters below to only show the stores that offer the free trial service.
Exclusive experience at our IQOS Boutique
Not all of us want the same thing. There are those who want to decide without help, those who prefer to be guided and who like an immersive experience from the outset.
For this reason, there are IQOS spaces, exclusive places where you can find out all about the world of IQOS and, of course, request a trial of the device.
If you’re in Madrid, the Serrano IQOS Boutique is IQOS’ flagship store, where you can find the most complete IQOS experience, request a loan of the device and see a live demonstration of our advanced HeatControl™ technology.
Follow the news section to find out more about these exclusive spaces and their services.
Do you still have doubts about how to try IQOS?
You can contact us via our customer service channels: Live Chat (available by clicking on the icon at the bottom right of this page from Monday to Friday 9am to 9pm, Saturdays and Sundays 9am to 6pm, one hour earlier in the Canary Islands) or on the freephone number 900 152 015 (Monday to Friday 9am to 9pm, Saturdays and Sundays 9am to 6pm, 1h earlier in the Canary Islands).
June 12 2020
Guide to finding your IQOS: features
Technology, design and innovation are the three fundamentals at IQOS. More than 10 years of scientific research plus a design transformation to give adult smokers a better alternative to cigarettes, in a quick and easy format.
The real advantage of IQOS, however, lies in the flexibility of the product to adapt to what best suits your needs.
Each of us is unique, with a distinct perspective, a distinct vision. The final decision about what's best for you will depend on what you're looking for.
We want to give you the best experience, yes, but tailored to suit you.
With your preferences in mind, we've designed different, customizable IQOS. Let's look at the differences; why you'd pick one over another, and how to find one that fits your personality best.
Which IQOS are you?
There are three different IQOS devices on the market, all based on revolutionary
HeatControl™ technology. Which one fits you best?
- IQOS 3 DUO: the latest on the market. Improved technology that offers two consecutive uses and quick charging.
- IQOS 3 MULTI: compact and fast. 10 consecutive uses between each charge means it won't keep you waiting.
- IQOS 2.4 PLUS: the original device, where it all began. The most affordable alternative to get started in the world of heated tobacco.
Here you can find a more detailed comparison of IQOS devices in table format.
Top of the line.
How is IQOS 3 DUO different?
If you want the latest thing, the IQOS 3 DUO is the one for you. Sophisticated technology, the most elegant design, and the most advanced IQOS in a single device.
IQOS 3 DUO gives you two consecutive uses, the device's fastest charging to date, and a pocket charger with 20 recharges. It consists of a charger and a device, and is available in five colors with some attractive limited editions.
IQOS 3 DUO, the most exclusive for those who want a top-of-the-line device.
Minimalism and speed.
Why choose IQOS 3 MULTI?
Compact and complete, IQOS 3 MULTI is the perfect device if you don't want to miss a beat.
With IQOS 3 MULTI you get 10 consecutive uses on a single charge, in an all-in-one design and no charger, to carry anywhere in your pocket without having to wait. Available in four different colors.
The original: same experience, more affordable. Why choose IQOS 2.4 PLUS?
The original alternative where the revolution of a smoke-free world began.
With the same base technology, IQOS 2.4 PLUS is the most affordable device in the range, and is the ideal introduction to heated-tobacco technology. Like the IQOS 3 DUO, it comprises a device and a charger, but with a different design. It's available in two colors, plus a limited pink edition.
An IQOS for everyone. What is the best for you?
Not everything is simply a matter of style and taste. Sometimes our possibilities depend on what we can afford. This is why we offer a range of prices that suit everyone.
Includes the device, pocket charger, power adapter, USB-c cable, IQOS cleaner, and 10 IQOS cleaning swabs. The most sophisticated and exclusive.
Includes the device, power adapter, USB-c cable, IQOS cleaner, and IQOS cleaning swabs. The most compact and complete.
Includes the device, pocket charger, cleaner, USB cable, power adapter and cleaning swabs.
Delivery of IQOS kits is free when purchasing from the online store. The most traditional and affordable.
Delivery of IQOS kits is free when buying in the online store.
How can you personalize each device?
Make your IQOS really yours by giving it your personal touch. With our accessories the combinations are practically endless, but each IQOS device has its own personalization possibilities.
IQOS 3 DUO is the device with the widest personalization range to date. Exclusive side covers let you change the look of your charger, with 14 different colors, while the 12 different color caps multiply the possible combinations.
IQOS 3 MULTI and 2.4 PLUS also let you personalize your device’s look with 14 different colors and 12 different caps.
The choice of IQOS accessories doesn't end there. It includes protective cases, carrying cases for heated-tobacco units, stands for your car, and much more. Discover all the options for personalizing your device and making it more your own.
Discover all the unique options you have to personalize your device and make it just for you.
IQOS 3 DUO, IQOS MULTI, IQOS 2.4 PLUS: which to choose?
If your priority is a small, fast device, then IQOS 3 MULTI is what you need. As a complete, all-in-one device, it's easily the best IQOS to carry in your pocket. With its 10 consecutive uses, it's designed for people always on the move. When its power runs out, you'll need to recharge the device with a power adapter (approx. 75 minutes).
IQOS 3 DUO is the best option if you need a more compact device that fits perfectly in your hand. If two consecutive uses aren't enough, you need a charge that lasts several hours, and if personalization and elegance are important to you, then IQOS 3 DUO is the ideal option. IQOS 3 DUO is the evolution of the 2.4 PLUS: better technology and more compact. So, why choose IQOS 2.4 PLUS? It's a question of price or personal taste. For the rest, there's IQOS 3 DUO.
June 12 2020
How to choose your IQOS: The one that best fits your style
At Philip Morris we have spent years researching to develop a better alternative to conventional cigarettes. It’s our goal to be able to offer adult smokers who would otherwise continue smoking a better alternative to cigarettes, and therefore be able to achieve a smoke-free future.
In fact, IQOS and its HeatControl™ technology are already revolutionising the market. IQOS is the number 1 tobacco heating device worldwide1, with over 10 million adult smokers around the world who have already switched to IQOS2.
One of the keys to our success is our constant work to improve the technology. Despite more than 10 years of research and development to launch the first IQOS model and an investment of billions of dollars, we are still carrying out research to be able to offer better, increasingly advanced alternatives to traditional cigarettes. Proof of this is the latest IQOS model, which we launched in November 2019, IQOS 3 DUO.
However, we know that not all smokers are looking for the same thing, and that everyone has different preferences, which is why we have several IQOS alternatives and models to cover the most varied demands of adult smokers, and you can choose the one that best suits you.
How many IQOS models are there?
There are currently three different models of IQOS on sale, all of which work with the revolutionary HeatControl™ technology:
- IQOS 3 DUO: the latest model, which replaces IQOS 3, with enhanced technology that offers two consecutive uses and fast charging.
- IQOS 3 MULTI: the perfect device for smokers who don’t want to charge after each use, you can use it 10 consecutive times without having to charge it between one use and the next.
- IQOS 2.4 PLUS: the original device with which it all started and the most affordable alternative, highly recommended for those who want an entry into the world of heated tobacco.
If you need to see a detailed comparison, go to our website, where you’ll find a comparison of the different IQOS models in a table that explains all the features and details of the three devices currently on sale.
Why choose IQOS 3 DUO?
The new IQOS 3 DUO system provides the most advanced technology and excellent design. Unlike its precedent, IQOS 3, and its predecessor, the IQOS 2.4 PLUS, IQOS 3 DUO boasts the advantage of being able to be used twice consecutively, without the need to charge the device between one use and the next.
Another advantage to bear in mind is its charging time -in just 1 minute 50 seconds, for the first use3, you’ll have your device charged and ready to use, without the need to wait. Much like the latest generation mobile phones, which have far faster charging systems than a few years ago, at IQOS we have also improved this aspect.
It is available in 5 colours, some are limited edition, and it has the widest range of customisation options (like the exclusive aluminium door covers), there are hundreds of options to make it exclusively yours, unique like you.
Why choose IQOS 3 MULTI?
IQOS 3 MULTI is the perfect device for those smokers who don’t want to have to charge after each use, as it allows you to use it 10 consecutive times from a single charge, without having to recharge the device between one use and the next. Its compact, two-in-one design, where the charger is integral to the device, is perfect for taking it wherever you need it, practical, convenient and always ready for use.
Once you’ve finished using the device, connect your IQOS 3 MULTI to a table charger, an in-car USB charger or simply a power adaptor. It needs 75 minutes charging time per 10 uses to be ready to use again.
You can choose from 4 different colours to give your IQOS 3 MULTI that personal touch, with several customization options. Visit the website and discover the accessories available for your device, all designed with top quality materials.
Why choose IQOS 2.4 PLUS?
IQOS 2.4 PLUS is the original device that started it all, and it has the same base technology as previous models - the IQOS 3 MULTI and the IQOS 3 DUO.
It’s the most affordable heated tobacco alternative, made up of a pocket charger and a device. Like IQOS 3 DUO, this device can be used for 20 sessions, although not consecutively as you will need to charge it after each use. Approximate charging times for the device are between 4 and 10 seconds after each use, and 90 minutes every 20 uses for a full charge.
Just like the other devices, IQOS 2.4 PLUS offers you a burn-free, smoke-free, ash-free experience that produces less odour than traditional cigarettes.
Find out how to customise your IQOS
Once you have chosen the device that best suits you, whether for functionality or design, it’s important to know that you have lots of customisation options for your IQOS. You can start, for example, by choosing one of the exclusive limited editions available at the time, changing your device’s cap IQOS 3 DUO, IQOS 3 MULTI caps and IQOS 2.4 PLUS caps) and picking a case or a pouch to protect your device.
Read the article entitled How to customise your device: discover IQOS accessories to find out about all the options available to you to give your device a personal touch and accessories to meet your different needs on a day to day basis.
1 Source: PMI global estimate of total tobacco heating units on the market as of December 2018 (except China and the US).
2 Source: financial data or estimates from PMI, IQOS user panel and PMI market research. Data updated to March 2020. IQOS users who have completely stopped smoking cigarettes and PMI's heating tobacco units which represent at least 70% of heated tobacco consumption in the last week.
3 The charging time for the IQOS 3 DUO device is typically 1 minute 50 seconds to charge 0-1 uses, 3 minutes 25 seconds to charge 1-2 uses, 5 minutes 15 seconds to charge 0-2 uses. The initial full charging of the IQOS 3 DUO device takes 10 minutes 5 seconds. Charging time may depend on the conditions of use, such as battery life cycle, environmental conditions (weather) and device usage.
June 3 2020
Disconnect and relax in the IQOS Lounge right in the centre of Andorra
Alongside the best fashion brands, on Andorra’s busiest shopping street, you’ll find IQOS Lounge.
A space where you can enjoy a good meal while shopping, have one of the city’s best cocktails, drink a good coffee or listen to the best DJs* at the weekend, after an afternoon relaxing at Caldea.
Located in the heart of the city, IQOS Lounge is open from 10:00 to 22:30 Monday to Thursday and Sundays, Fridays and Saturdays from 10:00 to 00:00. During these hours you can enjoy this unique space in Andorra.
Remember that it’s a space solely aimed at adults, and children who are not accompanied by an adult cannot enter.
IQOS Lounge is music, gastronomy and much more
At IQOS Lounge you can discover the wide range of IQOS devices and accessories, have your device cleaned for free, use charging stations and get support from our experts in customer service (although if you need to, we can also answer your questions here). If you’re not a user, you can discover IQOS thanks to the free loan service or find out about the product directly with an explanation from our IQOS experts...
>Sale of IQOS devices and accessories.
>Free loan of devices.
>Charging station and free device cleaning.
>Incident support and help with questions.
>Free WiFi for customers.
Set across three floors, IQOS Lounge is the perfect place to disconnect and relax. In this exclusive place you’ll be able to enjoy a good meal (kitchen hours: 12:30-15:00, 18:30-22:00), have a drink whilst you recharge your device or get up-to-date with work thanks to the free WiFi connection.
Alternatively, during the winter season, if what you want is to rest after an intense day’s skiing whilst enjoying some unbeatable views, there’s a very special place reserved for you at IQOS Terrace.
How to get to IQOS Lounge
IQOS Lounge is located at Avenida Meritxell 111, on the corner of Carrer de la Unió, opposite the Illa Carlemany shopping centre, right in the centre of Andorra la Vella, just 8 minutes away from the Caldea thermal spa.
If you’re arriving by car, you can park in one of the city’s car parks. The nearest one is at Illa Carlemany. The national bus station is only 15 minutes walk away.
We’re waiting for you at IQOS Lounge: discover this magnificent space, an oasis in the city centre to relax and discover the IQOS product catalogue whilst you enjoy a high quality gastronomic offering.
We care about you
We care about our consumers and about the IQOS Lounge team, so we have taken the necessary protective and hygiene measures to guarantee everyone’s safety.
*During the month of June, due to the current situation, these services may be affected or may be unavailable.
May 18 2020
We’re back with you
After the exceptional situation caused by COVID-19, our IQOS boutique in Madrid reopened its doors on 18th May, and now, the IQOS spaces in El Corte Ingles and shopping centres are also reopening to offer you the best service once again.
Our aim is to ensure that adults who would otherwise keep smoking or using other nicotine-based products can get information and find out first-hand about a better alternative through IQOS.
You can also go to any of the points of sale that have remained open during the state of alert. Click here to find them using our IQOS store locator.
April 16 2020
Ban on menthol tobacco products: what is it and how will it affect you?
On May 20, 2020, an important legislative change will come into effect:
The sale of certain menthol tobacco products will be banned in Spain and the rest of the European Union. However, menthol heated tobacco, used with IQOS, will not be affected by this ban. There is a degree of confusion about this among IQOS users, which is why we have decided to provide the information below.
Following European Directive 2014/40/EU relating to tobacco products, transposed in Spain by Royal Decree 579/2017 of June 9, the sale of tobacco products with characterising flavors was banned in Spain and throughout the European Union on January 1, 2016. But the ban on menthol products was postponed to give its broad consumer base more time to adapt to the change.
When the ban comes into effect on May 20, 2020, it will no longer be possible to sell any of the products affected by it in either Spain or the rest of the European Union.
Which products will be banned and which ones won't?
As of May 20, it will not be possible to buy or sell menthol cigarettes, cigarettes with menthol-flavoured capsules or menthol rolling tobacco.
Menthol-flavoured heated tobacco units that are used with IQOS, and other menthol tobacco products, such as small cigars, cigars, pipe tobacco, and waterpipe tobacco, will continue to be sold in the usual places.
Does it affect the heated tobacco units you use with IQOS?
No. The new ban does not affect the sale of the menthol heated tobacco units used with IQOS: they will still be sold in the varieties currently available.
For more information, check with your regular tobacconist or outlet, or call us toll free on 900 152 015 (available Monday through Friday, from 9AM to 9PM, and weekends from 9AM to 6PM, one hour less in Canary Islands).
April 29 2020
Together we can double up
As part of the IQOS community, we can do great things together.
At times like this, we must give our best. With this spirit, we have launched the initiative “Together we can make twice the difference” in collaboration with FESBAL - Spanish Federation of Food Banks.
Through our “Refer a Friend” program and all its members we are determined to help and reach the greatest number of people possible thanks to the points you redeem, which IQOS will double and redeem to FESBAL.
Starting from April 29, you can redeem the points you have accumulated in the Refer a Friend program and donate them to the Spanish Federation of Food Banks, who will transform them into food that will be provided to people in need.
Each point redeemed is worth €1, and IQOS will match your contribution, doubling the donation. So, if you redeem 5 points, IQOS will donate €5, plus an additional €5, to match your donation. Combined, our donations will be worth €10.
How do I take part?
If you have already registered for the “Refer a Friend” program, follow these steps:
- Log into comparteelcambio.com
- Go to your points account and in the “Together we can make twice the difference” section, select the number of points you wish to donate, and which we will match.
- You will receive a confirmation email specifying the amount that IQOS will donate.
- For each point you redeem, we will donate €1 to FESBAL. Additionally, we will match your donation, doubling the amount.
If you haven’t joined the program yet, follow these steps:
- Sign up at comparteelcambio.com
- If you don’t know your code, request it on the Refer a Fried website
- For each adult smoking friend you refer and who joins the IQOS community, you will receive 20 points which you can spend in dedicated offers and experiences.
- Additionally, now you can redeem your points and collaborate with FESBAL, and IQOS will match your donation.
If you are a resident of the Canary Islands, visit iqosclubcanarias.com
What is FESBAL?
FESBAL is a non-religious and non-political NGO, founded in 1996, with one objective: help every day to provide food to people in need across Spain. Currently, the federation includes 54 Food Banks, at least one for every province in the country. More than one million people across Spain depend on Food Banks.
The initiative is promoted by PHILIP MORRIS SPAIN, S.L. (PMS), whose name will figure on the receipt of the donation, for which participants will not receive a tax certificate. Participants acknowledge that the assignment of points to to this initiative they forgo those points, which will no longer count for the purposes of the “Refer a Friend” program, and therefore will have no fiscal consequence for the participant. For each point participants redeem, PMS will donate €1 to the Spanish Federation of Food Banks (FESBAL). Additionally, PMS will donate the same amount across the different channels on which the campaign is active (consumers, professionals and PMS employees), up to a maximum of €300,000. PMS will make regular monthly donations, from 04/29/20 until 12/31/20.
April 2 2020
Find out about the new special safety protocol for deliveries of IQOS orders
We want to continue giving you the best service, so, as IQOS stores are temporarily closed, we are strengthening the safety measures in the deliveries of products you can buy at the online store es.iqos.com.
The online shop is still open, offering you the whole product range. All deliveries are free of charge, are made within 2 working days and are contactless to ensure your safety and that of the others.
The products you buy will be delivered following the new contact-free safety protocol, in line with the new hygiene and health-protection regulations.
When delivering your IQOS order, the delivery personnel will leave the package on a special mat, ask you for your personal information and national identity document, without requiring you to sign, and remain at a safe distance of one meter as recommended by the health authorities.
This way, we avoid you having any direct contact with delivery personnel and we will be observing the new official instructions.
Try IQOS free from home
If you or an adult friend of yours who smokes are interested in knowing IQOS, we can bring it to your doorstep!
Following the same protocol as above, you will receive a new IQOS lending kit and will be the first person to use it, free, at no cost to you, so that you can safely try it out in the company of one of our remote advisors.
If you have any questions about the safety protocol and the delivery process, get in touch with us through our Live Chat service in the bottom-right corner of this page, or on the toll-free number 900 152 015.
March 26 2020
We can still offer you the best service through the online channels
At this time, our commitment to you is to make things easier. For this reason, our Boutique in Madrid and IQOS dealers in department stores are temporarily closed, but we are still here with you in all our remote channels to assist you.
Where are we and how can you contact us remotely?
IQOS online store
All orders are delivered free of charge, in 2 working days and contactless to ensure your safety and that of others.
Try IQOS free from home
If you or an adult friend of yours who smokes are interested in IQOS,
We can bring it to your doorstep!
You will receive a new IQOS kit and will be the first person to use it, free, at no cost to you, so that you can safely try it out in the company of one of our remote advisors.
If you need help with your IQOS, you can contact use through our remote channels:
How to clean your IQOS
For the best experience with your IQOS, remember to clean it once every 20 uses. We'll tell you how.
Take your IQOS and thoroughly clean the blade, once it has cooled down, and the inside of the device with the tool and the IQOS cleaning swabs.
You can also clean the outside of the charger, the device, and the accessories with a cleaning wipe.
Remember to discard used swabs and wipes in a garbage bin.
February 13 2020
A kiss free of smoke makes the perfect gift
Valentine’s Day is fast approaching, and the shop windows are filled with creative ideas to surprise whoever you want.
If you haven't already found the perfect gift, don't worry, you’ve still got time!
At IQOS, we know that a smokeless kiss is an incredible gift, and we’re offering you the possibility of giving the best alternative to cigarettes for adult smokers: an IQOS kit + an accessory half price.
Discover the spectacular kit + accessories combinations and give IQOS this Valentine's Day to an adult smoker who you want to surprise.
Choose your device and customize it however you like with the range of accessories at 50% off.
Or if you already have a device and want to give it the personal touch, look for your ideal accessory in the offers section and choose your favorite from a selection of products with a 50% direct discount especially for you.
Surprise who you love most and give an IQOS this Valentine's Day.
February 12 2020
IQOS tobacco heating system vs e-cigarettes
An smoke-free alternative to cigarettes.
IQOS tobacco heating system vs E-cigarettes - what is the difference?
IQOS tobacco heating system and e-cigarettes are both smoke-free alternatives for adults who would otherwise continue to smoke or use other nicotine products.
Both are electronic devices, and do not generate smoke like cigarettes. But there is one feature that distinguishes IQOS tobacco heating system from e-cigarettes: Contrary to vaporizing an e-liquid, IQOS heats real tobacco, producing tobacco vapor.
What are e-cigarettes?
E-cigarettes are electronic hand-held devices that are smoke-free alternative to cigarettes. In general, they are powered by a battery and heat e-liquids in order to generate an aerosol or what some users call vapor. The e-liquids may have various flavors and may contain nicotine.
How do E-Cigarettes work?
There are many types of e-cigarettes. They differ in size, power, customization options, and even their ability to be reusable or disposable. However, most of them work on the same principle and with similar components.
E-cigarettes heat and vaporize e-liquids in a wide range of temperature from 100 ⁰C - 250 ⁰C. They achieve this by drawing the liquid from a tank and putting it in contact with a battery powered heating element. When the liquid is evaporated it is drawn from the device thorough a mouthpiece.
The battery - The energy source for the whole device. In most cases it is rechargeable and provides power to the heating element and electronic components.
The tank - The container that is used to store the liquid until It Is taken to the heating element or chamber. Some e-cigarettes use capsules or pods that are disposable.
The e-liquid - The mixture that is vaporized inside the e-cigarette. While there are many variants of the liquids, they usually contain propylene glycol, glycerin, nicotine, flavorings and various additives.
The heater - The set of components that draw the liquid toward the heating element and heat to vaporize. Most e-cigarettes use a “wick and coil” system. The wick naturally soaks the liquid and puts It In contact with the metal coil which is the part that heats.
The sensors and electric components - Control the heating and operation of the device. They range from simple push to activat e buttons, LEDs, battery Indicators or to advanced flow sensors.
The mouthpiece - The chamber or channel where the vaporized liquid drawn from the device.
Without question, the best decision any smoker can make Is to quit tobacco and nicotine use altogether. While not risk free, e-cigarette is a smoke-free alternative for adults who would otherwise continue to smoke or use other nicotine products.
February 6 2020
Style and tech made personal
The dimensions of a perfect moment
Our senses work in tandem to define our experiences. Color, taste, smell, touch, mood… they are all intertwined.
In fashion, we get grabbed by the design of a dress or a shirt, but it's the vibes the color and the fabric create together that ultimately delight us. How much we like a meal can depend on the texture as much as the taste. And let's be honest; the look of a car can raise our interest, but only by opening the door for the first time we start forming our real opinion.
It's all connected. That's why we want to help you build your personal IQOS moment top to bottom. Therefore, we're happy to bring you something new: The Warm Copper Collection in limited edition.
The warmth of warm Copper
Warm Copper is a unique color we are very excited about. A blend of sunbaked reds and earthy browns create a timeless sense of authentic beauty, making the modern IQOS designs feel intimate and personal.
What ar you reminded of when you look at Warm Copper? Aged metal? Ancient clay? Autumn leaves? Endless fields? Either way, warm copper is associated with warm, comfortable memories that make for a perfect basis to build your IQOS moments on.
Touch, color, and flavor of memories
The Warm Copper Collection includes a beautiful IQOS device with a metallic finish, a unique door for the charger made of aluminum. IQOS is a high-tech device, but the cool aluminum touch, combined with the warm color conjures up the vibes of the tools of yesterday.
A tool like that needs a proper holder. That’s why the collection also includes a leather folio and a leather slim sleeve. The organic hues and the high quality Italian leather provide you a unique IQOS experience.
So, take a look at the items in our Warm Copper Collection and ask yourself: shouldn’t they belong to you?
The Warm Copper Collection is available in limited edition while stocks last.
February 4 2020
Awaken your senses
Mineral tones meet a luminous finish
IQOS was built to be more than a device. The interaction between materials, design and color was meant to create a truly unique, personal object, that's easy to handle. Something that's more than the sum of its parts.
That's why we are so excited to introduce a new elevated design: a new line of aluminum IQOS doors coming in a subtle color palette that includes chromed silver, dusty gold, ashen grey and muted copper, all selected to bring out and elevate the aluminum's natural beauty.
Aluminum: Cool touch. Cool look.
Imagine your trusty IQOS with a brand new look, thanks to a piexe of high quality, brushed aluminum, that fits it so precisely, it snaps right on it. A luminous add on that gives your device a unique shine, a fine detail that stands out and improves its look and feel without fundamentally changing it.
Now imagine holding this beautiful object, feeling the variety of textures. The fresh, shining cool touch of the aluminum door and the gentle, modest color bring the whole look together into a new, down to earth, yet premium package.
Visit our website or one of the IQOS stores to get a real look and feel of our door selection and maybe even choose the color that will complement your companion now on.
January 30 2020
How to customise your device: discover the IQOS accessories
IQOS is an innovative alternative to traditional cigarettes. Thanks to its advanced HeatControl™ technology, which heats tobacco to a controlled temperature of 350ºC without burning it, IQOS is able to remove many of the inconveniences of traditional cigarettes such as: the strong smell and smoke. These are just two of the numerous advantages offered by IQOS compared with traditional cigarettes.
IQOS is also an elegant and stylish device: for this reason it was chosen by the Good Design Awards who distinguished it for “its unique shape and the metallic and elegant tones in combination with different colours (...) which make IQOS a stylish device with a sense of intelligence and integrates elegantly into everyday life.”
In addition, now you have the chance to add a personal touch to your IQOS and make it truly yours with a wide range of accessories. Among them, you will find elements designed to make your device unique, such as coloured caps and sleeves, but also convenient and sophisticated cases which are designed to fit perfectly and are ideal for protecting and easily transporting your device during everyday use.
IQOS's list of accessories covers the different needs you may have in your day to day life: there are accessories especially designed to be used in your car or elegant table chargers and holders for the tobacco sticks, among many other items.
How to choose accessories to customize your IQOS
The IQOS accessories have been designed to cover a wide range of proposals, always taking into account the possible needs of the users, trying to provide the maximum possible combinations of personalisation so that your IQOS Kit is truly unique.
You can find the IQOS accessories divided by devices in the accessories section in the online shop: one thing you have to always remember is to check the name and description of the accessory and if it is designed for your particular device – for example, table chargers are designed only for IQOS 3 DUO, IQOS 3 MULTI and IQOS 2.4 PLUS – so before buying, check if the product is compatible with your IQOS model.
Another option that you can use to be sure that you are purchasing compatible items for your device is to go to the accessories section by categories:
Then, you can see the different types of accessories that we have in the online store, so you can easily choose the products that best suit your needs. Remember that you can also find these same accessories in others points of sale, such as the Serrano IQOS Boutique.
Coloured caps and sleeves
On our website you will find a whole list of caps (for IQOS 3 DUO, IQOS 3 MULTI and IQOS 2.4 PLUS) which you can use to change the appearance of your IQOS device or your charger. Available in 12 different colours, the coloured caps allow you to give a cheerful touch to your device. Which one you choose depends on your taste and the colour that best suits the original colour of your device.
Regarding IQOS 3 MULTI and IQOS 2.4 PLUS, IQOS 3 also offers you the possibility to personalise the side case of your charger, which is available in 14 different colours.
Cases and protection
These protection elements are specifically designed for each model and are intended to facilitate the transport and protection of your IQOS, charger, tobacco sticks... and even a second device.
The IQOS 3 DUO Folio, for example, is a compact holder with a fabric finish which allows you to transport your IQOS 3 plus a second device at the same time with easy access, whilst the IQOS 3 Leather Folio is ideal if you want to carry all the IQOS 3 essentials such as: a device, a pack of tobacco sticks, a clip-on-tray and a cleaning tool.
On the other hand, on our website you can also find a whole selection of cases and accessories to protect your device in case of accidental falls or scratches, and at the same time, improve its appearance and make it more enjoyable to use. The IQOS 3 silicone sleeve, apart from being an improvement with regards to protecting the device, also makes it easier to hold thanks to the silicone material and is available in 6 attractive colours.
Within the IQOS car accessories section you can find elements designed to make your life easier in your car - from essential elements such as the car mount or the USB car charger, to other useful accessories such as the car tray (available for each IQOS model: IQOS 3 Car Tray, IQOS 3 MULTI Car Tray, IQOS 2.4 PLUS Car Tray)
Power and cables
All electronic devices need electricity to work, and IQOS is no exception. Among the accessories related to power and cables, you can find all the necessary elements to charge your device, such as table chargers (available for IQOS 3 DUO, IQOS 3 MULTI and IQOS 2.4 PLUS) and the IQOS power adapters.
Trays & Disposal
Among the IQOS accessories used for collecting used tobacco sticks you can find different containers designed for each of the environments where you spend most of your time, such as: the White IQOS Tray or the IQOS Ceramic Tray, for when you are at home or at work; the IQOS Car Tray with a cap for storing used tobacco sticks or the IQOS Clip-on Tray, which you can easily store in a pocket in your bag or backpack.
Cleaning and maintenance
Keeping your device clean is essential to ensure a better experience and that it works correctly. In the help section of the website you can find out how to clean your IQOS, but to do this correctly you will need the appropriate tools such as cleaners (there is one for IQOS 3 DUO and 3 MULTI and a different one for IQOS 2.4 PLUS) or cleaning sticks. All of these accessories are available to purchase from our online store.
Not sure if an accessory is compatible with your IQOS model?
If you are not sure that the accessory you are looking at is compatible, if it is designed for your IQOS model or you have any other questions, you can always contact us through the various customer service channels where we will do everything we can to help you. We will assist you via the following methods:
- Live Chat (available by clicking on the icon at the bottom right on this page from Monday to Friday from 9AM to 9PM, Saturdays and Sundays from 9AM to 6PM, one hour behind in the Canary Islands)
- Freephone number 900 152 015
January 23 2020
Who is and how to contact an IQOS ambassador
IQOS ambassadors, also known as IQOS coaches, are professionals who not only have perfect knowledge of all the advantages of the IQOS device and its operation, but are also able to advise and assist in gaining familiarity with such for all those wishing to opt for a better alternative to the traditional cigarette.
If you are an adult smoker and are interested, the IQOS ambassador will show you the various IQOS products in a personalised manner, will guide you through the IQOS experience, will answer your doubts and can also offer you a free lending service.
It is a service for those wanting to make the most of the IQOS advantages: from the choice of the model that best fits your style – IQOS 3, IQOS 3 Multi and IQOS 2.4 Plus – to solving any doubts as may arise about the product and/or its use. The IQOS ambassador will offer you a free lending service a personalised assistance so that you can get to know the IQOS performance.
The IQOS ambassador will also tell you all about the IQOS offers and packs, as well as any limited edition IQOS devices as may be available.
Guide to IQOS ambassador: everything you need to know about the service offered by our ambassador and the free IQOS lending service
- How to request the services of one of our ambassadors
- Why choose IQOS instead of a traditional cigarette
- When can the services of an IQOS ambassador be requested
- How to obtain a free IQOS lending service
- When is IQOS use not recommended
- The advantages of using IQOS
- Try your free sample without commitment. 3-step programme
- How to meet and contact an IQOS ambassador
- Before starting: 7 questions to ask about the IQOS ambassador
For more information, below is a guide to the IQOS ambassadors and a list of frequently asked questions and answers.
How to request the services of one of our ambassadors. How it works
Request through our website a free lending service of an IQOS kit. An IQOS ambassador will contact you to explain what IQOS is and its advantages, he you will be shown the various different models available and given a telephone number to call or use to send an instant message if in any doubt.
If you prefer, you can also head to your nearest IQOS sales point and request a free lending service of IQOS in person. Once registered, the ambassador will contact you, schedule a meeting to give you a detailed explanation of how IQOS works. Find your nearest IQOS store.
Why choose IQOS instead of a traditional cigarette
The IQOS device is intended for all adult smokers looking for a better alternative to the traditional cigarette. Thanks to the HeatControl™ technology, IQOS heats the tobacco instead of burning it, which has considerable advantages over a traditional cigarette: it produces less odour than cigarettes; IQOS produces no smoke, rather it produces tobacco vapour that dissipates more quickly than cigarette smoke; and, given that there is no lit tip, with IQOS there is no risk of burning the people around you, nor pets, clothes or furniture. Additionally, its compact, ergonomic design make it a product easy to take everywhere you go and which is at once discreet and attractive. In any case, IQOS isn’t risk free.
When can the services of an IQOS ambassador be requested
Any adult smoker interested in the IQOS device can request information about the product or request the free lending service through our webpage filling out a short form: an ambassador will contact you to explain the advantages in a personalised manner.
How to access the free IQOS lending service
Once you have filled out the form, one of our IQOS ambassadors is going to contact you through a phone call or instant message. The ambassador will offer a free lending service and personalised assistance so you can know all the IQOS features.
When is IQOS use not recommended
It is important to remember that IQOS is not risk free. The IQOS device works with specially designed heated tobacco units that contain nicotine, an addictive substance; it is therefore not intended for non-smokers, children or other vulnerable people (pregnant or breast-feeding women, diabetics and those with heart problems or severely high blood pressure). For more information, check our website.
The advantages of using IQOS
Thanks to the HeatControl™ technology IQOS heats, rather than burns, specially designed heated tobacco units. IQOS heats the tobacco just enough to release a flavorful nicotine-containing tobacco vapor but without burning the tobacco, meaning that it produces no ash nor smoke and less of an odour than cigarettes. You can refer to our dedicated page for more information about all the advantages of IQOS.
Free lending service without commitment. 3-step programme
The free IQOS lending service is made with the aim of allowing the adult smoker to become familiar with this better alternative to the traditional cigarette. In this period of time, the user has the chance to appreciate the IQOS device performance and see whether or not it fits with their lifestyle.
The 3-step programme consists of an initial phase when contact is made with the IQOS ambassador (phase 1), during which time the device advantages and functions are explained. During the second phase, the smoker will try out the IQOS, relying on the assistance and advice of our ambassador at all times, to solve any doubts as to its use, the experience overall, cleaning, etc. During the third and final phase, once the user has become familiar with the IQOS device, the IQOS ambassador in any case remains on-hand to assist with any doubts as may arise during its use.
It is recommended that traditional cigarettes are not smoked during the free IQOS lending period. It is also important to keep the device clean and the IQOS ambassador will therefore advise you to clean it every day or after using 10 units of tobacco for heating.
How to meet and contact an IQOS ambassador
You can contact the IQOS ambassador service in three ways.
- Visit our page and fill in the form with your data so that we can contact you.
- Contact us through our support channels.
- Visit an authorised IQOS store to find out how to request the service.
Before starting: 7 questions to ask about the IQOS ambassador
What type of doubts or questions may arise for a future IQOS user? Below are the most frequent questions but if you have any others, here at IQOS, we will be happy to solve all your doubts (remember, you can contact us via our web page).
1. Is the service free of charge or paid?
The service is 100% free of charge. Both the remote ambassador service and the commitment-free lending are free.
2. After the lending period, if you do not wish to change to IQOS, do you still have to buy it?
No one using the services of an IQOS ambassador is obliged to buy the device: you are entirely free to access the lending without any commitment. In actual fact, the aim of the service is to gain a better awareness of the IQOS device and to see how this different way of consuming tobacco functions. We believe that only those who understand the IQOS device can then decide in an informed manner whether or not they want it. And, moreover, it can also be considered an option for other adult smokers.
3. What hours can an IQOS ambassador be contacted? Are they available every day?
There are no set times or days on which the IQOS ambassador service is available. As it is personalised, tailored attention, the ambassador will agree on times and days that are convenient to the party concerned, to meet and solve any doubts. The IQOS ambassador can be flexible to fit around your commitments.
4. What happens if something comes up during the lending period requiring the trial to be interrupted or stopped?
If for whatever reason - whether personal or professional - the smoker decides to stop the trial, it can be resumed at any time.
5. How is an IQOS ambassador assigned? Can you choose or is it an automatic assignment?
You cannot choose your ambassador. In most cases, the consumer can choose their preferred contact method: by telephone (call or video call) or in person.
6. Is the device lent during the lending period new or a sample device?
The IQOS device used during the lending is a sample that must be returned at the end of the process.
7. Is there a limit to the number of calls/questions/messages that can be made to the IQOS ambassador?
No, there is no limit. It is a personalised, tailored experience to suit the smoker, meaning that the number of times the person concerned contacts the IQOS ambassador is not important. Some prefer more frequent contact, some fewer meetings. A good IQOS ambassador will understand what type of smoker he is dealing with and if it is a person who has a greater or lesser requirement for his personal service.
Ask for your free trial here.
January 15 2020
The IQOS Click & Collect Service: pick up your IQOS wherever is most convenient
Choosing a better alternative to traditional cigarettes and making the move to a smoke-free world should be simple. This is why here at IQOS we like to do everything we can to make it easier: our free trial service, for example, or the possibility of buying on-line or at a store and, above all, our convenient Click & Collect service.
Available for the whole range of IQOS products (IQOS 3 DUO, IQOS 3 MULTI and 2.4 PLUS), our Click & Collect service means you can buy on-line and then collect your order from whichever collection point is most convenient for you, without having to wait for a courier delivery at home. It is the ideal choice for those always on the move.
Once you have made your purchase, within a maximum of 2 working days, you’ll receive a notification letting you know that you can go and collect your order and begin your IQOS experience.
How the IQOS Click & Collect Service works
To benefit from the Click & Collect service, when buying an IQOS article from our on-line store, simply:
- check the option to “Click & Collect” and complete the purchase process
- wait to be notified
- pick up your order
Using the IQOS Click & Collect Service couldn’t be simpler and can all be handled from our website. To use it, start by choosing a product from the IQOS e-commerce store and add it to basket.
When you have finished shopping, check your basket by logging in (if you have not yet created your free account, do so here).
After checking the basket, confirm your order (by clicking on CONFIRM ORDER) and then, on the next screen, choose to CLICK & COLLECT.
On the following screen, you can then choose your preferred collection point from the drop-down menu. To find out exactly where the Click & Collect Service is available, check the drop-down menu or the list given below.
We are busy preparing more Click & Collect collection points so if you like, you can save the article as a favourite on your browser and come back when you like, when the collection points available have been updated.
Current Click & Collect order collection points
- IQOS Pop Up, C.C. Gran Vía 2, Avenida de la Gran Vía de les Corts Catalanes, 75, Barcelona | Monday to Saturday, 09:30 - 21:00
- IQOS Boutique, Calle Serrano, 36, Madrid | Monday to Saturday, 10:00 - 22:00 - Sundays and public holidays, 11:00 - 20:00
- IQOS Pop Up, C.C. La Gavia, Calle Adolfo Bioy Casares, 2, Madrid | Monday to Saturday, 10:00 - 22:00
Pozuelo de Alarcón
- IQOS Pop Up – C.C Zielo, Av. de Europa, 26B | Monday to Saturday, 10:00 - 21:30 - Sundays and public holidays, 12:00 - 20:00
San Sebastián de los Reyes
- IQOS Pop Up – C.C. Plaza Norte 2, Plaza del Comercio 11-12 | Monday to Sunday, 10:00 - 22:00
- IQOS Pop Up – C.C Sevilla Lagoh, Avenida Palmas Altas, 1, Seville | Monday to Sunday, 10:00 - 22:00
- IQOS Pop Up – C.C Aqua Multiespacio, Calle Menorca, 19, Valencia | Monday to Sunday, 10:00 - 22:00
[Update of an article published in February 2019]
January 13 2020
How and why you should register your IQOS device
Registering your IQOS device is so simple, and takes just a few minutes, yet it allows you to enjoy a whole range of benefits.
This short guide will explain exactly what you need to do to register your device and as an IQOS user, where to find the serial code you need to enter and exactly what benefits you will then enjoy. The links below will take you directly to the section of interest.
- A step-by-step guide on how to register your IQOS device
- Where to find your IQOS serial code
- Why you should register as an IQOS user
- Any doubts? Contact us through the official Customer Services channels
The following is a step-by-step guide explaining how to register your device and access all IQOS services.
A step-by-step guide on how to register your IQOS device
- Register with es.iqos.com or
- Log in with your username if you are already registered
- Add a new IQOS device
- Enter your IQOS serial code
1. Register with es.iqos.com
The first step, before registering your device, is to register yourself as an IQOS user so as to be able to access the private area. If you are already a registered user, move onto point two Access the private area.
- Head to es.iqos.com and click on this icon > (top right-hand corner) or alternatively, access the area directly, by clicking here.
- Click on SIGN UP (REGISTRO) under debajo de New customer sign up
- Click on SUBMIT (CONTINUAR)
- Enter your contact details and a delivery address: don’t worry, you can always change this information later.
- Click on SEND (ENVIAR)
- On the next screen, click on this icon once again > :
- Go direct to point 3.Add a new IQOS device
2. Log in with your username
- Head to es.iqos.com and click on this icon > (top right-hand corner) or alternatively, access the area directly, by clicking here.
- Enter your e-mail address and password in the section to the left.
- If you have forgotten your password, click where you read: “Forgot Login?” You will then receive an e-mail with instructions on how to reset your password and restore access. If you can't see it in your inbox, check the spam folder just in case
- Click on LOG IN (INICIAR SESIÓN)
3. Add a new IQOS device
- Once in, you will need to head to the devices section. This is accessible from the left-hand menu, by clicking on MY DEVICES (DISPOSITIVOS).
- Then click on ADD NEW DEVICE (AGREGAR UN NUEVO DISPOSITIVO)
4. Enter your IQOS serial code
There are two ways you can enter your device serial code:
- Manually, by entering the code yourself: enter the code (you can use the section Where to find your IQOS serial code to find out where it is) into the designated field and click on ADD (AÑADIR).
- or Automatically, by using your device camera to scan the code. To do so:
- click on the barcode icon
- select your device to find out where the barcode is
- close the pop-up window once you have found it
- authorise the web page to use your device camera (if necessary)
- scan the product code
- click on ADD(AÑADIR)
Repeat all steps for each product and serial code you wish to register.
Where to find your IQOS serial code
Serial codes are basically the device’s ID and are made up of a combination of 14 numbers and letters. Both the device and its charger have their own serial code. You can either enter them separately or alternatively enter the kit box serial code, thereby registering both items at once. Below are instructions on how to find the serial codes of each IQOS model:
IQOS kit serial code
- The serial code can be found on the bottom of your IQOS kit box, together with the QR code. By using this code, you will register both your IQOS device and charger at once.
IQOS 3 DUO or IQOS 3 serial code
- Device serial code: remove the cap and at the back of the device, you will find both serial code and QR code.
- Charger serial code: remove the side door cover of the charger to see it.
IQOS 3 MULTI serial code
In this model, the battery and device are one and the same. It is a compact model that does not separate; hence the only serial code is that on the device. To see it, remove the cap.
IQOS 2.4 PLUS serial code
- Device serial code: this can be found in the same place as the IQOS 3 DUO and IQOS 3, by removing the cap.
- Battery serial code: this can be found opposite the buttons and “on” lights, on the outside.
Why you should register as an IQOS user
By registering as an adult IQOS user, you enjoy the following benefits:
- Access to customised support programmes for use of the product.
- Access to exclusive promotions open to you, such as, for example, the Renewal Plan 2.4 or information about limited editions.
- If you need to make a claim under warranty to have your device repaired/replaced, you can ask for it to be delivered to an address of your choice or alternatively to one of our collection points.
- Acces to the International Assistance Servicefor claims under warranty and support while travelling anywhere where IQOS is available.
- Access to the REFER A FRIENDprogramme, through which you can recommend IQOS to adult smokers friends and gain unique premiums and advantages for the both of you.
Depending where you buy your device, registration may not actually be necessary. If, for example, you buy on-line, registration will be automatic at the time of purchase. Instead, if you buy your device from an authorised store or through one of our representatives, you will need to register manually.
Any doubts? Contact us through the official Customer Services channels
If you are not sure how to register your IQOS, cannot find the device serial code or experience any other issues relating to IQOS, you can always contact us through the various channels available: we will do everything we can to help you.
- Live Chat (available by clicking on the icon in the bottom right of this page, from Monday to Friday, 9AM to 9PM and on Saturdays and Sundays from 9AM to 6PM - please remember that the Canary Islands are in the WET time zone)
- IQOS Phone Support 900 152 015
January 2 2020
Thinking of getting away on a ski trip? We hope you'll join us at IQOS Terrace Grandvalira
If you're a fan of mountains or winter sports, IQOS has booked a special space for you in Andorra: IQOS Terrace.
Situated in the best ski resort in the Iberian Peninsula: Grandvalira. This unparalleled terrace is at an altitude of 6,500 feet, surrounded by the spectacular peaks of the Andorran Pyrenees.
An ideal place to ski and experience nature, with spectacular landscapes surrounded by nature parks. The perfect spot for those looking to disconnect from city life.
Come to IQOS Terrace, we're be expecting you at the El Tarter sector from Wednesday through Sunday from 10 a.m. to 4:00 p.m., just over 300 feet from the exit to the aerial tramway.
The space is reserved for people over the age of 18.
What to expect at IQOS Terrace?
An ideal place to kick back after a busy day's skiing, where you can sample our gastronomic offering, discover more about IQOS, or just contemplate the spectacular panorama in the company of some of the best DJs (weekends only).
If you are already part of the IQOS community and are registered at iqos.com, you will have access to a special service: charging and cleaning of your device, loan of a device during the skiing session, as well as access to draws and special direct gifts for IQOS users.1
Our team of customer-service experts is on hand to provide assistance with all you need and help you discover the entire range of products available in Andorra.
Don't go home without getting your friends to join you at our photo booth to create a souvenir of an unforgettable day.
If you're unable to make it to IQOS Terrace and you need assistance with your IQOS, you can find us at other mobile popups in three terraces throughout Grandvalira, or directly at the Andorra La Vella IQOS Lounge at 111 Avenida Meritxell.
How to get to IQOS Terrace
To travel to wonderful Grandvalira, you can come by plane, train, or just take your car.
The nearest airports are Barcelona - El Prat (125 miles) and Toulouse (125 miles), and from there you can catch a bus or rent a car to reach your destination.
If you come to Lleida by train, you can catch one of the daily coaches between Lleida and Andorra, and then take the bus to Grandvalira.
You can find out all the options and details of how to get there on this page: https://www.grandvalira.com/como-llegar-0
[Update of an article published in January 2019]
December 13 2019
IQOS customer service during holiday season
During this holiday period our support service will be available in the following schedules.
|December 24th||Live Chat / Facebook / Twitter close at 6pm
Phone line closes at 3pm
|December 25th||All services closed|
|December 26th||Normal schedule from 9am to 9pm|
|December 31st||Live Chat / Facebook / Twitter close at 6pm
Phone line closes at 3pm
|January 1st 2020||All services closed|
|January 2nd 2020||Normal schedule from 9am to 9pm|
|January 6th 2020||All services closed|
|January 7th 2020||Normal schedule from 9am to 9pm|
You can also visit our support page. Discover more here.
November 25 2019
The new IQOS Boutique opens its doors right in the heart of Madrid
Following in the wake of cities like Tokyo, Berlin, Milan, Zurich and London, the first IQOS Boutique is now opening in Madrid.
Soon the new IQOS store will open its doors in Calle Serrano, Madrid, right in the heart of the “Golden Mile”.
The IQOS Boutique Serrano seeks to offer a meeting place and point of reference for all IQOS users and adult smokers interested in a better alternative.
It is an exclusive space in which our customers can enjoy a complete experience, finding out all about our products and innovations and examine first-hand our complete range of IQOS accessories and services.
It is a unique position where our customers can also attend special events inspired by the latest trends in design, art and fashion all year round.
This exclusive location offers all IQOS services, such as the sale of devices, customisation accessories and limited editions, as well as loans, charging stations and device cleaning and our troubleshooting service.
We look forward to seeing you in Madrid city centre, where our team will be only too happy to help you in what we hope will prove to be a reference IQOS space from now on.
October 30 2019
Can IQOS help you stop smoking?
Smokers look for ways to stop smoking for many different reasons, which range from personal hygiene and aesthetics - it stains teeth and fingers - to more social aspects - the smell that lingers on clothes, hair and breath or the smoke that may bother those around them.
The best choice is to stop using tobacco and consuming nicotine entirely and this is why there are so many different products and methods available to help people quit smoking, like the nicotine patches and gum that can be found in chemists.
IQOS is not among this type of products; it is not designed to help consumers to quit smoking for the simple reason that it is a device that uses heated tobacco units that contain nicotine, an addictive substance whose use is not without risk.
Nonetheless, IQOS can be considered a better alternative to traditional cigarettes and a better option for those continuing to smoke, due to its many advantages. It is important to remember that IQOS is a device intended for adult smokers only, who would otherwise continue to consume tobacco products or use products that contain nicotine but who can, if they make the switch completely to IQOS, improve their everyday lives, thanks to a smoke free device that creates no ash and produces no cigarette smell.
Can IQOS replace traditional cigarettes?
Yes, IQOS can replace traditional cigarettes as it offers a better alternative for those people who wish to free themselves from the disadvantages of traditional cigarettes, like smoke, ash and smell.
It is very important to understand that in order to benefit from all the advantages offered by IQOS and its heating system, the change must be definitive and traditional cigarettes must be eliminated entirely.
Can IQOS benefit you in the same ways as stopping smoking?
Use of IQOS cannot benefit you in all the ways stopping smoking can as it is not risk-free, however it does offer you advantages in comparison with traditional cigarettes, thanks to its exclusive, advanced HeatControl™ technology. This innovative system does not burn the tobacco, IQOS heats the tobacco to a controlled temperature of up to 350º, thanks to a heating blade inside the device that controls the temperature.
At first sight, heating or burning tobacco may appear to be an unimportant detail, but in actual fact, it is the key to everything. As the tobacco does not burn, IQOS generates no smoke, instead producing a nicotine-containing vapour – not smoke - that dissipates more quickly than traditional cigarette smoke and which is much less dense. Additionally, IQOS produces no ash and differently to cigarettes, as there is no fire involved, there is also no risk of burning those around you, nor pets, clothes or furniture.
The fact of not producing smoke or ash means that IQOS is a cleaner device than traditional cigarettes and, therefore, more convenient for the user and people around him.
If you are not sure that you want to make the definitive change, you can try out first-hand the advantages of IQOS with a free loan. Indeed, IQOS offers a free trial service because switching to IQOS is always easier with the help of an expert.
Go to the TRIAL section of the website and fill in the form; one of our representatives will contact you, deliver you the product and explain all its benefits in person.
 Important information: IQOS is not risk free; it is not intended for non-smokers, children and other vulnerable people (pregnant or breast-feeding women, diabetics and those with heart problems or severely high blood pressure).
October 24 2019
With the Renewal Plan, we change your old IQOS 2.4 for the new 2.4 PLUS
If you are a registered IQOS user and own an IQOS 2.4, don’t miss this great opportunity offered to you by IQOS: the IQOS 2.4 Renewal Plan. Let us explain what it is, what the requirements are to take part and the advantages.
What is the IQOS 2.4 Renewal Plan?
THE IQOS 2.4 RENEWAL PLAN is a campaign whereby we will replace all older IQOS 2.4 devices registered in the IQOS consumer database with an updated model (the IQOS 2.4 PLUS) free of charge.
Requirements to adhere to the campaign
- You must have purchased an IQOS 2.4 on the Spanish market (Peninsula and Balearic Islands).
- You must be registered in the IQOS consumer database with an active IQOS 2.4 (device and charger) with a postcode (peninsular Spain and Balearic Islands) or must be able to provide an address with a postcode in peninsular Spain or the Balearic Islands.
- You will need to return your old IQOS 2.4 (device and charger) when the new IQOS 2.4 PLUS device is delivered.
If you meet these requirements, you can make the most of this opportunity and switch to a more advanced device completely free of charge and, moreover, with a new two-year warranty.
Why upgrade your device? IQOS 2.4 PLUS’ features
- 35% quicker charging: The IQOS 2.4 PLUS charges more quickly than its predecessor, reducing the time from 6 to just 4 minutes.
- Brighter status light: the lights of IQOS 2.4 PLUS, both device and charger, are brighter so that you can easily see your battery status and notifications.
- Warnings with vibration: the IQOS 2.4 PLUS device vibrates when it is ready to use and when it is about to run out.
How to take part in the 2.4 Renewal Plan
Starting 16 October, if you are a registered IQOS user, you will receive an e-mail and/or SMS text message with a promotional code and a link taking you directly to the programme page. The process is very simple:
- Visit the web page through the SMS or e-mail link.
- Select your preferred IQOS 2.4 PLUS kit (white or navy blue) and add it to the basket.
- Log in with your credentials or, if you do not yet have an account, register as a new user on the website.
- Use the promotional code you have received by e-mail or SMS.
- Choose your preferred delivery method: to your home or an authorised store.
- Within 7 days, you will receive an SMS and e-mail giving you details of the delivery.
You have until 20 December to make the most of this campaign and update your 2.4 device free of charge, at the same time as renewing the warranty for another two years.
Don’t know if your IQOS is the 2.4?
If you are not sure if your device effectively is an IQOS 2.4, below are the characteristics you need to check to see if your device is an IQOS 2.4 or not; examine:
- The pocket charger:
- It has green battery lights on the side.
- It has a button on the side to activate the “pyrolysis”.
- The device:
- The on button is green and round.
- The on button is the same colour as the device.
If in doubt, we can help you
Remember that if you have any doubt, you can always contact us through the following channels, where an IQOS expert can clarify any doubt you may have:
FAQs 2.4 Renewal Plan
- Can I exchange more than one device?
- I have an IQOS 2.4 PLUS, can I adhere to the campaign?
- I have placed my order but I need to change the delivery address. Is this possible?
- Can I change the colour of my IQOS?
- I have an IQOS 2.4 purchased on a different country, am I eligible?
- I only have the 2.4 device or pocket charger to return. Can I adhere to the campaign?
- Do I need to return the complete kit?
- My IQOS is broken, can I adhere to the campaign?
1. Can I exchange more than one device?
Yes, you can exchange all the IQOS 2.4 devices registered and, in your possession, (i.e. you are able to return). Replacement will need to be requested through separate orders: one at a time.
2. I have an IQOS 2.4 PLUS, can I adhere to the campaign?
No, we are sorry, but this campaign is only valid for upgrading the IQOS 2.4 model.
3. I have placed my order, but I need to change the delivery address. Is this possible?
Once the order has been placed, within 24 hours, you will receive an e-mail and SMS text message informing you of the date of delivery and notifying you that you have until 23:59 of that day to change the delivery. You can always change the address for a different address in the same area, i.e., as a rule, when the postal code is the same as the one in the previous address.
4. Can I change the colour of my IQOS?
Yes, you can choose the colour you like when entering your code.
5. I have an IQOS 2.4 purchased on a different country, am I eligible?
No, the campaign applies to devices purchased in Spain and registered in the IQOS Spain database only.
6. I only have the 2.4 device or pocket charger to return. Can I adhere to the campaign?
No, we regret to say that you cannot. In order to exchange your IQOS, you will need to return both the old device and pocket charger.
7. Do I need to return the complete kit?
Only the device and charger. You do not need to return the cables and cleaner nor the box.
8. My IQOS is broken, can I adhere to the campaign?
Yes, as long as you are physically in possession of it and can return the two parts, we can exchange it through the Renewal Plan.
October 15 2019
IQOS & CO close doors on 20 October
This coming 20 October, IQOS & CO will be officially closing. Situated in the wonderful Palacio de Santa Bárbara, right in the heart of Madrid, for six months the IQOS & CO terrace has provided a place where very special moments could be enjoyed, constant laughter shared, and great memories created in an unparalleled context.
Brunches, after-work do’s, music and workshops are just some of the events that have been held in this innovative space, where great many unique experiences have been enjoyed, like the master classes, make-up sessions, cocktail competitions and customisation of IQOS accessories created by international artists, to mention just a few.
IQOS & CO has been a multi-purpose site where gastronomy, free time and an exclusive IQOS store have created a unique environment. At this innovative sales outlet, IQOS users have been able to admire the latest models of IQOS devices and accessories on sale first-hand and experience an extensive range of services, like free device cleaning, assistance, device lending, solving doubts and much, much more besides.
These six months have been intense but extremely positive, thanks above all to the Mediterranean cuisine, cocktails and a great selection of wines, all at the hand of Gastro BY LARRUMBA. IQOS & CO has been a place where new experiences, free time and gastronomy have come together in a perfect blend, creating a little oasis in the heart of the city, in which to wind down and switch off.
But everything comes to an end and now that the leaves are turning the reddish browns and ochres of autumn and covering the Madrid pavements announcing the change of season, open air places and venues are gradually less popular and the IQOS & CO space in Madrid closes to make room for new proposals, new projects and a great many new surprises.
Something will soon be changing in Madrid. Here at IQOS, we continue to strive to offer you the very best experiences. Stay tuned!
September 30 2019
How to replace or repair your IQOS device
IQOS is manufactured with high quality materials and the cutting-edge HeatControl™ technology. As it is an electronic device, it requires care, but this does not mean that incidents are not possible.
Nonetheless, this is nothing to worry about as IQOS comes with a warranty, a extensive technical service and an international assistance service to help you with any incident that may involve your device.
The important thing is not to attempt to fix it yourself or have unofficial services do so, as this may irreparably damage your device.
Below we will provide you with a full explanation of everything you need to know about the most common IQOS problems, repairs and spare parts.
What to do if your IQOS has a problem
First of all, make sure that your IQOS really does have a problem by running through the steps of our troubleshooting guide:
- Find out what is happening with your IQOS 3 DUO device
- Find out what is happening with your IQOS 3 device
- Find out what is happening with your IQOS 3 MULTI device
- Find out what is happening with your IQOS 2.4 PLUS device
- Find out what is happening with your IQOS 2.4 device
If your IQOS device is still malfunctioning after having followed all the steps given in our troubleshooting guide, we suggest you contact us through any of our customer support channels, or head to your nearest authorised store to explain to the customer services team exactly what is wrong with your device. You can contact us by:
- Live Chat, where you can send a message and we will answer you immediately. Got to the IQOS website and in the bottom right-hand corner of the screen, you will find the live chat icon; click there and explain your doubts. This service is available from Monday to Friday, from 9AM to 9PM and on Saturdays from 9AM to 6PM (1h earlier in the Canary Islands).
- Social networks: talk to us through Facebook and Twitter, both available from Monday to Friday, from 9AM to 9PM and Saturdays from 9AM to 6PM (1h earlier in the Canary Islands).
- E-mail, by e-mailing us your doubts. This service is available from Monday to Friday, from 9AM to 9PM and at weekends from 9AM to 6PM (1h earlier in the Canary Islands).
- You can also call our freephone number 900 15 20 15 from Monday to Friday, from 9AM to 9PM and at weekends from 9AM to 6PM (1h earlier in the Canary Islands).
- Go to the website and find your nearest authorised IQOS store in the store locator.
What are the most common problems with IQOS?
Some of the most common problems with IQOS devices are:
- Broken heating blade: this part is the heart of the device and the most delicate part. Incorrect use or cleaning can damage it. If the plate has no tip, is twisted or broken, the IQOS will not function perfectly. This is what you should do if you believe that the heating blade is broken.
- IQOS does not turn on: follow the steps given in the IQOS user guide to reset your device; if it still does not turn on, something has gone wrong.
In these cases, we always advise our customers to contact a customer services expert or head to an IQOS store.
Why buy spare parts for the IQOS?
All IQOS parts have been manufactured in accordance with high quality and safety standards. Due to the complexity and advanced technology employed, parts like batteries and heating blades are not sold or marketed separately.
It is important to take into account that IQOS is the result of many years of research with science and technology having come together to create the advanced HeatControl™ system that can heat the tobacco without burning it, at an optimum temperature that does not exceed around 350º.
Due to its advanced technology, IQOS boasts very sophisticated elements by which to guarantee its correct function (its duration will depend on the model chosen: IQOS 3 DUO, IQOS 3 MULTI or IQOS 2.4 PLUS).
As it is a long-lasting electronic device, IQOS requires a powerful energy source (here are 5 ways to extend your battery life). Additionally, the heating blade, the very heart of the device, and the HeatControl™ technology, incorporate delicate, sophisticated ceramic components and platinum, silver and gold elements.
As you can imagine, these types of parts have advanced technology and cannot be changed or handled by the user. In order to guarantee its proper functioning, it is essential that the device is only examined by the official technical service. At IQOS, we recommend that you always contact the Customer Services Department in the event of failure or malfunction, where qualified professionals can help you with any issue that may arise with your device.
What parts of IQOS can be replaced?
Although you cannot replace the technological components of IQOS by yourself, there are some external parts of IQOS that can be changed, depending on the model you have. For example, you can change your device caps or the door cover of the IQOS 3 charger. To see which elements can be changed, refer to the accessories section for your IQOS model:
Who can repair or replace a broken IQOS device?
Only IQOS stores with the official technical service. You may find a great many technicians and stores that are not authorised by IQOS and are willing to fix your device and may even offer you non-original spare parts. These types of interventions can irreversibly damage the advanced IQOS system.
This is why we recommend you to contact an authorised sales outlet and make the most of the official IQOS technical service, where qualified IQOS professionals and experts can assist you.
Even if you are not in Spain, you can still make the most of the IQOS international warranty, thanks to the customer support service abroad we have available for you.
Make the most of all the IQOS assistance services and do not let any unqualified staff touch your device. Only trust the official IQOS service to properly maintain your device and keep it functioning perfectly.
September 19 2019
IQOS vs traditional cigarettes and electronic cigarettes: what is the difference?
At present, there are a great many alternatives to cigarettes for adult smokers. Nonetheless, the differences between the many variants are not always clear, nor indeed does everyone understand the use and purpose of such alternatives. This is why, below, we will explain the difference between the traditional manner of consuming tobacco and IQOS, a better alternative to traditional cigarettes.
What is the difference between IQOS and traditional cigarettes?
The main difference between using IQOS and consuming traditional cigarettes is combustion. When a cigarette is lit, combustion is generated, where the tobacco reaches a temperature of more than 800°C, which produces smoke and ash.
Yet in the case of IQOS, the tobacco is not burnt, but instead heated. Thanks to HeatControl™ technology, the tobacco is heated to an optimal temperature of up to 350°C, avoiding its burning.
This allows IQOS to replace the disturbance of cigarette smoke and odour with tobacco vapour, which dissipates more quickly than cigarette smoke. In turn, it leaves less of an odour in furniture and fabrics than cigarettes and means it is less likely to bother those around you. Additionally, as there is no lit tip, with IQOS there is also no risk of burning those around you, nor pets, clothes or furniture.
How is IQOS different from electronic cigarettes?
Although IQOS is frequently compared with vaping, it is actually a very different device to electronic cigarettes.
IQOS is not an electronic cigarette as, differently to these types of products, it does not use liquids. IQOS is used with units of tobacco for heating, specifically designed for use in this device. The IQOS HeatControl™ technology controls the temperature of the device heating plate, a highly sophisticated element made of ceramic, platinum, gold and silver, which prevents the tobacco from burning. Ultimately, differently to electronic cigarettes (which use a resistance, a battery to heat and vaporise a liquid solution), IQOS incorporates innovative technology used to heat units of real tobacco.
These units of tobacco for heating contain nicotine, an addictive substance naturally present in tobacco leaves. Nicotine is addictive and can cause side effects similar to those associated with other products that contain nicotine: please read this important information about IQOS.
IQOS is not a tool designed to help smokers stop consuming tobacco; it is a better option for adult smokers who would otherwise continue to smoke cigarettes.
The use and design of IQOS
The advanced IQOS HeatControl™ technology means that the duration of use of IQOS is very similar to that of a traditional cigarette: approximately 6 minutes or 14 draws, whichever is first.
Additionally, IQOS flaunts a fine, elegant design that has been awarded international prizes and which is, above all, easy to use, making it an elegant, user-friendly device, suitable for carrying with you anywhere and use any time.
Where can IQOS devices be found?
- At the on-line store of the IQOS website, a full range of IQOS products is on sale, designed for adult smokers.
- authorised IQOS sales points and stores. Visit the finder section of our website to find your nearest store.
And if you are still not sure and would like a trial period before buying it, we give you the option of trying out IQOS for 7 days, completely free of charge.
September 2 2019
Do you think your IQOS heating blade has broken? This is what you need to do
In order to understand how the IQOS works and use it correctly, it is important that you understand what it houses and how this revolutionary electronic device works.
The heart of IQOS houses the heating blade made from ceramic and elements of platinum, gold and silver. This blade is part of the sophisticated HeatControl™ technology, whose main function is to heat the units of tobacco for heating in a controlled manner, thereby assuring that the temperature of 350ºC is not exceeded. If we want to ensure its optimum function at all times, it is very important not to damage it. Below, we will explain how to monitor its condition and avoid possible damage.
How to see if your IQOS heating blade is broken
- Remove the cap from your device.
- Check the condition of the blade.
- If the tip is missing, it is twisted or broken, it is probably damaged.
Such damage may be caused by incorrect device use or cleaning.
In order to make sure that it is the heating blade and not something else that is malfunctioning in your device, contact us by writing to us through the live chat system (bottom right of our web page), e-mailing us at [email protected], through our social networks (Facebook and Twitter) or by calling Customer Services on 900 152 015 or alternatively head to one of our authorised stores where our experts will be able to see what is happening with your IQOS and how the problem can be solved.
How to prevent your IQOS heating blade from breaking
The heating blade is the real heart of your device; correct use and cleaning will keep it safe from any damage or breakage so take the following advice and enjoy your IQOS to the best of its performance.
- Make sure that you are using your IQOS device correctly. Insert the unit of tobacco for heating up to the filter line and press the device button to activate the heating blade. Never twist the unit of tobacco for heating inside your IQOS. Before starting to use IQOS, press the button until it vibrates and wait until the white light stays. In this article we explain how to use, charge and clean your IQOS.
- Make sure that you clean the device and in particular your IQOS heating blade. Before cleaning it, it must have cooled completely.
- It is very important to use the IQOS cleaner and not any other tools, as they may damage the device and break the heating blade. Once the device has cooled, position the cleaner and twist carefully. Lastly, use an IQOS cleaning stick to gently clean around the heating blade.
IQOS Spain Customer Services Department and device replacement options
It is a pleasure for us to assist you throughout your IQOS experience and this is why we are pleased to provide you with our Customer Services Department, where our experts can help you solve any doubts and problems. Alternatively, you can always head to one of our IQOS stores for advice and guidance in your IQOS experience.
If your device is still under warranty and your problem is covered by it, we will be only too happy to offer you a replacement device.
Talk to our Customer Services experts or visit one of our IQOS stores to find out more about the coverage offered and how to have your device repaired.
August 23 2019
Tutorial and instructions on the correct use, charging and cleaning of your IQOS device
There is a first time for everything, including for IQOS. This is why we want your first experience with IQOS to be as easy as possible and the device to function perfectly throughout its useful life.
IQOS is an electronic device. This means that if not used correctly, over time, with frequent use, its capacity and performance may be affected. Below are some basic instructions on how to maintain your IQOS device and some useful advice on proper use, such as, for example: how to charge your device, how long the battery takes to charge, when it is fully charged and how long it lasts, as well as advice on cleaning and maintenance.
How to use your IQOS
- Insert a unit of tobacco for heating (for IQOS 3 MULTI, you will need to first need to slide the cap).
- Press it gently up to the filter line, without twisting it.
- Press and hold the button until the device vibrates and the light stays fixed on, white.
Handling and use of an IQOS device, as you have seen, is simple and user-friendly, but its care and maintenance is very important for it to function correctly. This is why below we provide you with some basic rules on the correct use of IQOS:
- Regular use of the device will keep it in tip-top condition.
- Exposure to the sun, cold or very damp areas may impact the optimal performance of IQOS; we therefore recommend taking precautions when using the device if in places of extreme heat or cold and/or damp.
- Take care when inserting the units of tobacco for heating into IQOS; do so gently, without twisting the tobacco unit at any point, as this movement may damage the heating plate inside the device.
- Lastly, charging and cleaning are two essential aspects of caring for your device. Below are details of how these operations can be done.
Apart from these general recommendations on making correct use of IQOS, you can also consult the IQOS manual, which gives details on the steps necessary to start using and operating your IQOS device.
How to charge your IQOS 3 and 2.4 PLUS
- Place the device into the charger (in any direction for the IOQS 3).
- Connect the USB lead to the charger.
- Connect the USB lead to the current adapter and this to the electricity grid; the small charger light will start to flash.
- When the lights stop flashing, the device is fully charged.
How to charge your IQOS 3 MULTI
- Connect the USB lead to the device.
- Connect the USB lead to the current adapter and this to the electricity grid; the small charger light will start to flash.
- When the lights stop flashing, the device is fully charged.
In the help section for IQOS 3 MULTI of the website, you can watch a video providing a detailed explanation of the first steps of your IQOS experience.
How to charge your IQOS the first time
Follow the same steps explained in the above paragraph on “How to charge your IQOS”, depending on the device you have: IQOS 3, IQOS 3 MULTI or IQOS 2.4 PLUS.
Additionally, to look after the battery and charge your device correctly, take the following aspects of general use into account:
- Do not let your IQOS battery run down completely; try to charge it before it is completely flat. You can check the battery level by pressing the charger button for IQOS 3 and IQOS 2.4 PLUS or the device itself for IQOS 3 MULTI.
- Do not forget to disconnect your IQOS when the battery has charged; leaving the device to charge for longer than necessary, may damage its useful life.
- Charge your device at the same time as your telephone, so as not to forget it and always have your IQOS to hand when you need it.
- The quickest way to charge your IQOS is to use the current adapter, as charging through the computer USB port is slower than normal.
How long does IQOS take to charge?
Charging time depends on the model:
- IQOS 3: this device comprises two elements, the charger and device itself. Charging time for the charger is 120 minutes every 20 uses, whilst the device charges between 3 minutes and 30 seconds.
- IQOS 3 MULTI: this model has been designed for smokers who do not wish to wait; it can therefore be used 10 times consecutively, with no need to charge the device between each use. Once it has been used 10 times, battery charging time is 75 minutes.
- IQOS 2.4 Plus: this model comprises charger and device. Charging time is: for the device, an average of 4 minutes and 10 seconds; for the charger, 120 minutes every 20 uses.
How can I see if IQOS is fully charged?
When charging, the lights of the IQOS 3, IQOS 2.4 PLUS or IQOS 3 MULTI, flash. When they have stopped flashing, the device is fully charged.
IQOS is extremely user friendly: you will have no difficulty in understanding when your IQOS is fully charged.
How long does the IQOS battery last?
Not all IQOS users want the same thing and this is why, here at Philip Morris International, we have chosen to offer different models of IQOS to suit the needs of each.
Let’s take a look now at how long the battery lasts:
- IQOS 3: the pocket charger has a capacity of 20 uses per charge, but please remember that this model device must be charged in the pocket charger after each use. The total battery life of this device is up to 14,600 uses.
- IQOS 3 MULTI: this model is designed for smokers who do not wish to wait; it can be used 10 times consecutively, with no need to charge it between each use. Just like the previous model, total battery duration is up to 14,600 uses.
- IQOS 2.4 Plus: just like the IQOS 3, it has a capacity of 20 uses per charge, with a battery life of up to 7,300 uses.
Visit our website for details about IQOS; if you do not yet have your own device, visit the on-line store and choose one.
How to clean the IQOS
Regular cleaning of your IQOS is essential in order to guarantee an optimum experience of use and prevent failures. We recommend you clean your device every day.
Cleaning your device is very quick and easy as IQOS has designed two cleaning methods that can guarantee maintenance of your device: the cleaner (for IQOS 3 and 3 MULTI and for IQOS 2.4 PLUS) and cleaning sticks.
How to clean your IQOS using the cleaner
- Let your device cool.
- Remove the cap carefully.
- Insert the cleaner and twist it for thorough cleaning.
- Do this for both the device body and the cap.
How to clean your IQOS using the cleaning sticks
- After using the cleaner, insert the stick.
- Twist it gently to eliminate any possible tobacco residues that may remain inside the device.
- Do this for both the device body and the cap.
If you prefer, you can visit an authorised sales outlet, where you will receive personal assistance to solve any doubt you may have and a free complete clean of your IQOS.
And no need to worry if you are abroad, IQOS offers you a special support service in some select countries of the European Union and Switzerland: visit our web page and find out where this new IQOS service is available.
August 14 2019
How to be the first to discover the IQOS limited editions
Limited editions are always special: their designs are attractive and there is only a limited number available, making it the perfect way to be different. Want to flaunt a unique IQOS device? Be one of the first to find out about the latest in exclusive IQOS editions and show off one of the most special, unique models.
Where can you find a limited IQOS edition? At the on-line store, where you can also buy the latest in sleeves, caps and cleaning kits. Keep reading and we will explain how you can be the first to receive information about the limited IQOS editions.
Be the first to have the limited editions.
If you want to be the first to find out about all the new features, exclusive offers and limited IQOS editions, you need merely keep a regular eye on our website and take a look at our news section. There, you will find everything from practical information and news through to information about all the products available at the on-line store.
Why buy a limited edition IQOS?
Limited editions have something special and different about them that makes them unique opportunities: their designs are just as compact as any other IQOS, with the same function, but colours and decorations change. We have launched limited editions as the IQOS 2.4 Plus Motorsport edition, the IQOS summer packs, the IQOS 3 and MULTI Motorsport edition, to mention just a few.
Additionally, once they have run out, limited editions gain special added value: no one else will ever have one and they are irreplaceable. If you like gadgets, you should not hesitate to get hold of the latest limited edition IQOS.
Limited edition IQOS: the perfect gift
Valentine’s Day, Mothering Sunday, a special birthday... whatever the occasion, a limited edition IQOS makes for a perfect, exclusive gift that no one, or very few people, will be able to flaunt in their pocket.
Giving an IQOS to adult smokers is not just gifting an ergonomic device that is easy to carry with you wherever you go, with a refined, modern look, but it is also a better choice than traditional cigarettes. It is important to remember that IQOS is not without risk and is only intended for adult smokers.
The earlier limited editions: a complete success
Of the more than 10 million adult smokers around the world who have already switched to IQOS*, a great many have limited editions. Do not be left behind, sign up to receive the latest news about IQOS and don’t miss the latest launches.
*Source: financial data or estimates from PMI, IQOS user panel and PMI market research. Data updated to March 2020. IQOS users who have completely stopped smoking cigarettes and PMI's heating tobacco units which represent at least 70% of heated tobacco consumption in the last week.
August 9 2019
Why IQOS is not an electronic cigarette?
In recent years, electronic cigarettes have gradually become an option to bear in mind for smokers looking for alternatives to the traditional cigarette.
Even though the goal of this webpage isn’t to provide information on electronic cigarettes, in order to understand what IQOS is and why it is not part of this category of products, it is important that you know what they are. Pay close attention; below, we will provide you with a clear, concise explanation of everything you need to know about them and the different types available on the market.
What are electronic cigarettes?
Electronic cigarettes or “vaporisers” are electronic inhalation systems. They work with a small battery and a heating unit (atomiser), which heats a liquid solution that is then converted into vapour. They were originally designed to simulate and/or replace consumption of traditional cigarettes.
What is IQOS?
IQOS is a different alternative, an electronic device that heats tobacco instead of burning it. Designed with rounded lines and featuring advanced HeatControl™ technology, it is an elegant, intuitive, very much user-friendly device. Here at Philip Morris International, we have launched this revolutionary device for adult smokers looking for an alternative to both the traditional cigarette and electronic cigarettes. The main difference as compared with electronic cigarettes is that IQOS does not heat a liquid solution; rather it was conceived to be used with heated tobacco stick, especially designed for this device.
What are the liquids used by electronic cigarettes?
Electronic cigarettes are filled with liquids, which are responsible for generating the vapour inhaled by its consumers. The operating procedure is simple: by heating the liquid, the vapour is transformed into smoke, hence the term “vape” or “vaping”.
Many people ask if electronic cigarettes contain tobacco and the answer is no: instead of tobacco, they use liquids that, although not containing tobacco may contain nicotine, depending on the liquid chosen.
The main components of these liquids are:
- propanethiol and ethanol
- vegetable glycerine
- optional nicotine, at different percentages, depending on the liquid
- food-type flavourings.
The liquids are available in a wide range of different flavours: tobacco (menthol and fresh), fruit, drinks, sweet and/or savoury flavours and in some, the percentage of nicotine desired can also be chosen.
Is IQOS an electronic cigarette?
No, IQOS is not an electronic cigarette. The major difference between IQOS and an electronic cigarette is that IQOS does not use liquids, instead it is used with heated tobacco sticks, which contain nicotine and have been specially designed for IQOS.
What are the advantages of IQOS?
IQOS has many advantages, including the fact that it does not produce smoke nor a large cloud of vapour, but rather a tobacco aerosol that disperses quickly.
Another major difference between electronic cigarettes and IQOS is the HeatControl™ technology. Following 10 years of research and development, at Philip Morris International we have finally managed to replace tobacco combustion with its heating. IQOS HeatControl™ technology has been designed to control the temperature of the device heating plate so that tobacco is heated to an optimum temperature of up to 350 °C, with no need to burn the tobacco, which is what instead happens in traditional cigarettes.
One of the major differences between traditional cigarettes and IQOS is that with IQOS there is no combustion, meaning that there is no risk of burning people, pets, clothes or furniture around you. It also generates no smoke or ash and has a less persistent odour than traditional cigarettes. In short, it’s a better alternative to continuing to smoke cigarettes.
How can I try out IQOS?
Here at Philip Morris International, we know that the best way to discover the advantages of IQOS is to experience them first-hand: this is why we let IQOS free of charge to smokes who want to try it out. To do so, simple visit the website (es.iqos.com) and request an IQOS trial; an IQOS representative will be on hand to advise you throughout the trial period. Alternatively, if you prefer, contact an authorised IQOS store, where detailed information is available about IQOS, how it works and the relevant advantages.
Both electronic cigarettes and IQOS are a better alternative to smoking. Heating, whether of liquids, as for electronic cigarettes, or produced with IQOS, is a better alternative to combustion, which instead entails all the inconveniences of smoke, ash and the classic cigarette odour.
Anyhow, it is important to remind that neither IQOS nor electronic cigarettes are risk-free.
Where you buy IQOS?
The best way to buy an IQOS device is via the website store, where you can see all the options made available by IQOS to different types of adult smokers.
Another alternative is to visit an authorised IQOS store. You can use our locator feature of the website to find your nearest store.
August 1 2019
Travelling with IQOS
If you are going to travel with your IQOS, these tips were made for you:
>Avoid exposing your IQOS to direct sun light, water, sand and sunscreen. Check our IQOS Accessories catalogue to carry and protect your IQOS specially during this period.
> Make sure that your IQOS is registered and that your account is active on iqos.com to facilitate the activation of the warranty if necessary.
> In case you need support in Spain, contact us through one of our channels: Live Chat (you will find the chat at the bottom right in the page), Facebook, Twitter, correo electrónico or calling us 900 152 015.
If you are travelling abroad:
> Check if you need a power adaptor with a different voltage.
> If you are flying, remember to check with the airline about the policy of carrying electronic devices, since IQOS is an electronic device that has a battery.
> If you are abroad, you will be able to navigate IQOS Spanish website only when using roaming. When using Wi-Fi, the web browser will redirect you to the local website of iqos.com based on the country you are visiting, where you will find, in most cases, using the store locator feature the available IQOS stores in that country.
Check the list of countries where you can find IQOS:
 Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details).
August 14 2019
IQOS and Purobeach Marbella
When the temperature starts to rise, the coastal areas become our favourite summer destination. This summer, IQOS will be on-hand, near the beach, during the hottest months of the year, at one of the most appealing parts of the Spanish coastline: Marbella’s Purobeach.
Come and discover a unique experience at the new IQOS space at Purobeach Marbella. Spend your holidays surrounded by beaches, swimming pools, restaurants, music and special events for adult IQOS users.
Sun, sea and IQOS
Relax, lie bag and enjoy the summer sun of the Malaga beaches. Leave the rest up to us and your worries behind.
The exclusive IQOS space at Purobeach is not only somewhere you can get a drink, relax and enjoy the sunshades, but you can also access the exclusive express loan service, have your device cleaned and seek assistance if it should break down. You can also find all the latest innovations in terms of IQOS products and accessories.
The IQOS experience
At this new IQOS space, you can also enjoy some original experiences, like ART MY IQOS, workshops on customising accessories with the hand of international artists, to make your IQOS just as unique as you are.
This summer, be surprised by IQOS at Purobeach Marbella.
Address: Autovía del Mediterráneo, Km 159, 29680, Malaga, Spain
Space reserved for over-18s only.
July 10 2019
IQOS Motor Edition: the new limited edition is here
The new IQOS Motor Edition has reached Spain: don’t miss this elegant, captivating IQOS design inspired by the world of motors!
The exclusive IQOS limited edition, available as models IQOS 3 and IQOS 3 Multi boasts a unique style thanks to a dramatic colour contrast between the dominant black topped with fine red details, and a material whose feel conveys all the emotions of the world of motors and motor racing, without foregoing its characteristic elegance.
You can also combine them with the attractive new accessories to make the best of your IQOS experience: the IQOS 3 Motor Edition door cover, the IQOS 3 Motor Edition Leather folio and the IQOS 3 MULTI Motor Edition Leather pouch, Covers especially designed for an exciting life.
IQOS 3 Motor Edition, comprises a device and pocket charger, along with all the features of the IQOS 3 device: it fits perfectly into your hand, thanks to the new, compact, ergonomic design and charger - 15% faster than the IQOS 2.4 Plus - with a charge that lasts for 20 individual uses. This special edition also retains the innovative ProtectPlus™ system to protect your device from unexpected impacts and blows.
IQOS 3 Multi Motor Edition offers adult smokers an all-in-one pocket design that is easy to carry wherever you go and lasts for 10 uses with no need to recharge the device each time; ideal for an uninterrupted experience.
Style, passion and innovation abound in this new, limited edition IQOS. This new product is available for purchase from our website or authorised IQOS stores for a limited time and number of models only - make sure you don't miss out!
June 24 2019
The summer is here and with it, the new IQOS trends and colours
As the warm weather reaches us, we say goodbye to coats and instead see bright colours and new sunny designs abound in shop windows. These new trends are also featured in the IQOS devices and accessories, with a fun, dog-day range of colours to be mixed and matched at will, along with leather pouches and sleeves to protect your device whilst giving it sophisticated flair.
We want our users to be able to customise their devices to suit their own personal taste to take them with them on their seasonal travels and this is precisely why IQOS has created its new summer packs; ideal to shine at this time of the year, they are available for all three versions of IQOS: IQOS 2.4 Plus, IQOS 3 and IQOS 3 MULTI.
If you are not sure what colour to choose or which accessory to buy, you can take a look at all the colour options available in our on-line website store, which offers an infinite range of combinations for your pack, making it just as unique and special as you.
You will also find suggested combinations for each pack, created from the most summery colours to inspire you.
We have created a selection of five summer packs, available for all versions of our devices, to give you an idea of the new colours and accessories we have for you this summer. Colour your summer and personalise your IQOS with these accessory packs!
IQOS 3 Summer Bundle offer
Summer pack IQOS 3 cap, charger cover and leather sleeve. IQOS 3 caps and charger covers are available in 4 different colours. The leather pouch, available in 2 different colours, will allow you to have your IQOS 3 and tobacco units for heating with you at all times, wherever you are.
IQOS 3 MULTI Summer Bundle offer
Summer pack IQOS 3 MULTI cap and leather pouch. IQOS 3 MULTI caps are available in 4 colours. The leather pouch, available in 2 different colours, assures your IQOS 3 MULTI protection and a personalised design. The ideal accessory to protect and use your device at all times.
IQOS 2.4 Plus Summer Bundle offer
Summer pack 2.4 PLUS cap and roll-up leather pouch. This model flaunts a roll-up pouch making it ideal for travelling or holding your IQOS 2.4 PLUS and the tobacco units for heating all together. It is available in two different colours.
Summer pack 2.4 PLUS cap and leather pouch. This model’s leather pouch is available in 2 different colours, to protect your IQOS 2.4 PLUS perfectly. The ideal accessory to protect and carry your device with you everywhere you go.
Summer pack 2.4 PLUS cap and leather sleeve. The leather sleeve, available in 2 different colours, will protect your IQOS 2.4 PLUS whilst giving your device a touch of style and elegance.
June 13 2019
What is a tobacco heating system?
IQOS is an electronic device that uses sophisticated electronics to heat tobacco instead of burning it. Also referred to as a heat-not-burn product, it uses HeatControl™ Technology to control and regulate the temperature to which the tobacco product is subject in order to prevent it from combusting.
IQOS has a tobacco heating system that is meant to be used with specially designed tobacco sticks, heating the tobacco heats just enough to release a nicotine-containing tobacco vapor but without burning the tobacco.
How does the tobacco heating system that is integrated in the device work?
IQOS has a tobacco heating system available in three versions. IQOS 2.4 PLUS and IQOS 3 have two main components, an IQOS holder and a charger. IQOS 3 Multi is an integrated product that combines the holder and charger and allows multiple uses without recharging the battery.
Both work in the same way: a consumer inserts the heated tobacco unit into the IQOS holder, which contains an electronically controlled heater. The consumer pushes a button to turn on the heater, and then draws on the heated tobacco unit.
Tobacco is heated electronically through a controlled heating blade to temperatures up to 350°C, avoid burning the tobacco. It also has an over-heating protection mechanism, which turns itself off if necessary. The holder supplies heat to the heated tobacco unit via the heating blade for approximately six minutes or 14 puffs, whichever comes first. Once the heated tobacco unit is finished, the consumer removes it from the holder, and then it can be disposed of safely in a waste bin. After each use, the consumer recharges the holder by inserting it into the charger.
After each use with the original three component heating system (IQOS 2.4 PLUS and IQOS 3), the small battery in the holder needs to be recharged by inserting it into the charger. The charger itself can be recharged from household power sockets. The integrated version (IQOS 3 Multi) must be charged after ten consecutive uses.
May 24 2019
IQOS & CO: your Madrid IQOS space opens its doors
Update: the IQOS & CO space closes its doors on 20 October 2019. More information here.
Summer is here and with it a new concept of space in the capital with a great many innovations. Starting 23 May, the new IQOS space of Madrid has opened its doors offering an exclusive venue to visit for the perfect blend of free time and gastronomy.
Come visit the IQOS store and the new terrace right in the heart of the capital and enjoy a new experience in an inspiring environment in the open air.
Following last season’s success of the CoLab terrace, IQOS has chosen to return with a new space in Madrid for summer 2019: IQOS & CO.
Here, you can visit our store, savour the best dishes of the Mediterranean cuisine by the LARRUMBA Group and be entertained by the numerous events scheduled for your on our new terrace.
Situated right in the heart of Madrid, the latest models on sale of IQOS devices and accessories are available in the store, along with an extensive range of services, such as free device cleaning, replacements if your IQOS is not functioning correctly, device lending, doubt resolution and much more besides.
Let yourself be seduced by the Mediterranean cuisine by Gastro by LARRUMBA, its great selection of wines and extensive cocktail list to enjoy a memorable evening in an unparalleled context, our new IQOS & CO terrace.
Brunch, after-work, music and workshops... a great many events will be held in this new, innovative IQOS space; see our calendar on iqosandco.es for details and choose the one that best works for your tastes and times. Remember, we are open every day from 12:00 to 00:00 and entry is reserved to over 18s only.
Do not miss this great opportunity; come visit us and enjoy an amazing IQOS experience as a better alternative for adult smokers.
May 16 2019
Why is changing to IQOS a better alternative?
The best choice a smoker can make is to stop consuming tobacco and nicotine products entirely. However, for those who do not wish to, there are better alternatives to the traditional cigarette.
At IQOS we are very proud of our devices as more than 10 million adult smokers around the world have already switched to IQOS*, transitioning to HeatControl™ technology. One of the great advantages of our electronic devices is that by eliminating combustion, you also eliminate smoke and ash.
Our main aim is to put the latest technological and scientific progress made at the service of adult smokers, improving their experience and that of the people around them. If you have not yet had the chance to try out our device (you can request a free trial here), we will explain just why it is better to swap to IQOS, so that you have a clearer idea.
What is the secret of IQOS?
IQOS has developed the perfect formula to meet the expectations of even the most demanding smokers, yet at the same time eliminating some of the disadvantages of traditional cigarettes. Heating tobacco to a maximum temperature of 350º generates an aerosol that contains nicotine without the smoke and smell of the traditional cigarette, thereby making IQOS a better choice than a traditional cigarette and perfect for even the most demanding smokers.
What are the advantages of IQOS?
- IQOS is an electronic device that does not generate smoke; it is an aerosol that dissipates more quickly.
- It does not produce ash.
- It smells less, leaving no cigarette smoke, which is replaced by a less persistent odour, on clothes and hair.
- Differently to cigarettes, as there is no lit tip, with IQOS there is also no risk of burning those around you, nor pets, clothes or furniture.
This simple change, eliminating combustion and heating tobacco, is the real key to our success. As the tobacco is not burnt, there is no smoke or ash and this reduces the smell and dirt. In thus doing, IQOS users can use it without the nuisance caused by smoke from a traditional cigarette.
Discover the practical elegance of IQOS
The advantages offered by IQOS are not purely technological. Its elegant, easy-to-handle, convenient pocket size make IQOS a complete electronic device, designed to simplify the life of adult smokers, without forgoing elegance.
The new, compact design flaunted by IQOS 3 means you have the perfect size device to carry wherever you like, in your pocket, bag or even by hand. Its rounded edges make it more ergonomic and more natural and intuitive to hold. Aspects like the vibration and LED lighting have been improved to assure a more user-friendly experience.
The IQOS 3 Multi model allows you to use the device continuously, with no need to constantly charge it - perfect for users not wanting to wait. Its integral, compact, light design is perfect for carrying with you at all times to enjoy the IQOS experience without having to wait.
Tell other smokers about your IQOS experience and share the change
More and more smokers are changing to IQOS. If you are one of the over 10 million adult smokers around the world who have already switched to IQOS* and want to share the change, recommend IQOS to other adult smokers. Your friends and acquaintances will thank you for it.
Leave smoking, ash and the smell of traditional cigarettes in the past and open to the new horizon proposed by IQOS, with an experience that has to be first-hand. Because the change is here now. Don't miss out - try the advantages of IQOS for yourself.
*Source: financial data or estimates from PMI, IQOS user panel and PMI market research. Data updated to March 2020. IQOS users who have completely stopped smoking cigarettes and PMI's heating tobacco units which represent at least 70% of heated tobacco consumption in the last week.
May 9 2019
The alternatives to traditional tobacco: Why don’t all smokers want the same thing?
IQOS is the result of many years of work and research and offers a better alternative for adult smokers. Electronic cigarettes and vaporizers have been around on the market for many years now, but only IQOS gives an alternative using real tobacco instead of liquid with nicotine.
The revolutionary IQOS HeatControl™ technology is based on heating tobacco rather than combustion. At first glance, it may appear that the change from burning to heating is not a major one, yet it is. It is the turning point that will change the way tobacco is consumed forever.
How is IQOS technology a better choice than smoking?
The key lies in the temperature. The heart of the IQOS device features the heating plate, which heats the tobacco without burning it up to approximately 350º, whilst in traditional cigarettes this temperature exceeds 800º, burning and producing smoke.
The temperature reached by heating tobacco units that IQOS devices use suffices to release a tobacco aerosol that contains nicotine.
It is important to highlight that IQOS is not a tool to stop consuming tobacco and nicotine but a better alternative for adult smokers who would otherwise continue to smoke. You need to know that IQOS isn’t risk free and that the heated tobacco units used contain nicotine, which is addictive. The best way to reduce risks related to tobacco is to completely quit tobacco products and nicotine.
Why is IQOS a better choice than traditional tobacco?
- IQOS heats tobacco instead of burning it, therefore it generates no ash and no smoke.
- Unlike traditional cigarettes, IQOS has no risk of burning others around you, pets, clothes, and furniture as there is no lit end.
- IQOS generates less smell than cigarettes and it is less likely to bother people around you.
- When using IQOS, the tobacco vapor dissipates more quickly than cigarette smoke.
- Smokers who switched to IQOS say that their breath smells better 1 and that there is less unpleasant feeling and aftertaste left in their mouth compared to smoking traditional cigarettes 2.
These are the main advantages of using IQOS devices compared to continuing to smoke. That’s why over 10 million adult smokers around the world have already switched to IQOS 3. The key to the success lies in the fact that our devices have found the way to satisfy the needs of smokers wishing to find a better alternative.
The various alternatives to traditional tobacco offered by IQOS
At IQOS, we know that not all smokers want the same thing and this is why we strive to satisfy the needs of all our customers.
Take a look at this comparison of IQOS 3 and IQOS 3 Multi, two of our main products.
IQOS 3: the most advanced alternative to tobacco
IQOS 3 is the alternative for those looking for an improved, high technological performance product.
- The system consists of two elements: device and pocket charger
- Compact, ergonomic design
- The improved ProtectPlus™ system offers greater product reliability and durability
- USB-C charging port
- A large range of accessories to customise your IQOS
IQOS 3 Multi: the alternative to tobacco for intensive use
IQOS 3 Multi is designed for smokers who do not want to have to wait for their device to charge between each use.
- It is a unique device.
- Designed with a built-in pocket.
- Its main feature is that it can be used for 10 times consecutively without needing to charge it between each use.
- USB-C charging port
- A large range of accessories to customise your IQOS
For more details, information about the weight, size, charging time, battery capacity, etc., consult our website, where full explanations are given of all the technical data of both products. And if you have any doubt, contact us through the various channels available:
- The Frequently Asked Questions (FAQ) section
- Customer Services, by calling 900 152 015 (free calls from Spain, Monday to Friday, 09:00 to 21:00; weekends 09:00 to 18:00 - 1 hour earlier in the Canary Islands)
- Writing to Live Chat, Facebook, Twitter, E-mail
- Or ask for help at your nearest IQOS store.
1 Source: Online survey conducted by third-party research agencies in 2016 and 2017 among 3.157 IQOS users in Japan, Switzerland, Italy, Romania and Spain.
2 Source: Online survey conducted by third-party research agencies in 2015, 2016 and 2017 among 3.344 IQOS users in Japan, Switzerland, Italy, Romania and Russia
3 Source: financial data or estimates from PMI, IQOS user panel and PMI market research. Data updated to March 2020. IQOS users who have completely stopped smoking cigarettes and PMI's heating tobacco units which represent at least 70% of heated tobacco consumption in the last week.
May 2 2019
Do you consume nicotine by using IQOS?
Yes, nicotine is naturally present in the tobacco leaf which is used in the production of heated tobacco units, that have been designed to be used with IQOS.
However, nicotine is addictive and may cause side-effects similar to those associated with other nicotine-containing products. Click here for more information.
A better alternative to tobacco? Yes, IQOS
Today, there are various alternatives available to traditional tobacco. From Philip Morris Internacional we introduce you a better alternative: IQOS. In recent years, the search for a better lifestyle has given rise to a large quantity of smokeless alternatives, like IQOS, that uses real tobacco.
This makes IQOS so much more than an electronic device, it represents the future or those smokers searching a better alternative to traditional tobacco. IQOS has a unique formula that makes it special: its HeatControl™ patented system. When heating tobacco, it produces an aerosol which contains nicotine, but doesn’t generate smoke, ash or cigarette-like smell.
IQOS encompasses sophistication and convenience in a single device: its compact, ergonomic design that is easy to carry with you at all times, means your electronic device can be ready for use at any time. See how IQOS works and what accessories can be used to tailor it to your needs.
Get the latest version of IQOS
From Phillip Morris International we have created a series of products that eliminate tobacco combustion. This new generation of electronic devices are the future of a smokeless life, cigarette-like smell or ash.
Our online store offers various different models of IQOS to suit different lifestyles and needs. Find yours and get your latest IQOS accessories, like the different colour casings. You can also buy the latest version, the IQOS 3, which features a compact, ergonomic design and functions with IQOS PortectPlus™, the best protection for your device.
Do you want to know more about IQOS?
Want to buy your electronic device but still in doubt as to how IQOS works? Contact us via our Live Chat, which you can find at the bottom right corner of our webpage, through our social networks (Facebook, Twitter) or ask for assistance at your nearest IQOS store. You can also call Customer Services on 900 152 015 (free calls from Spain, Monday to Friday, 9:00am to 9:00pm; weekends 9:00am to 6:00pm - 1 hour earlier in the Canary Islands). Or take a look at our Frequently Asked Questions (FAQ).
And if you still don’t have your IQOS, don’t delay: ask for your free trial IQOS now.
April 25 2019
How do IQOS 3 and IQOS 3 Multi work? Beginner’s guide
One of the main characteristics of the IQOS 3 and IQOS 3 Multi devices is how easy they are to handle and their discreet design, making them perfect for carrying with you at all times, in your pocket or handbag. If you have just bought your very own electronic device IQOS, this guide will help you start enjoying IQOS.
The first thing you need to know is that thanks to IQOS HeatControl technology, the tobacco is not burnt, rather it is heated. The heating plate takes the tobacco to a temperature of 350 degrees. IQOS non-combustible tobacco technology is the result of a great many years of research and hard work.
IQOS 3 is a system that consists of two parts: the device and the pocket charger. Its compact design fits easily everywhere and keeps the device charged for 20 uses. The new Protect Plus system offers greater resistance to impacts, ensuring the battery lasts longer and improving the opening system.
The IQOS 3 kit, also on sale on our online store, includes the following:
- A pocket charger
- An IQOS 3 device
- A power adapter
- IQOS cleaner
- IQOS cleaning sticks
How does your IQOS 3 work? Basic steps to use your device
- Fill your device with the heated tobacco stick.
- Press the button until you feel it vibrates.
- When the light remains fix and the device vibrates, it is ready for you to use
- Your device will warn you when 30 seconds remain by vibrating twice.
- When the light goes out, you have finished.
- Pull from the cap and remove the used heated tobacco stick.
- Now charge the device with the pocket charger.
IQOS 3 Multi
If you just can’t wait, the IQOS 3 Multi is designed and conceived for you and all those who cannot wait that extra minute. IQOS 3 Multi allows you to use it 10 times consecutively with just one charge. Forget about the pocket charger, its built-in, all-in-one design is perfect for carrying it conveniently in your pocket, bag or hand, always ready for use, making it perfect for those with hectic lifestyles and limited time available.
How does the IQOS 3 Multi work? Basic steps to use your device
- Press and hold the button for 4 seconds to turn your IQOS 3 Multi on.
- Rotate the device cap and insert the heated tobacco stick.
- Press down until the filter line of your heated tobacco stick.
- Keep the button pressed until it vibrates.
- Once ready for use, the button will stay white and the support will vibrate twice.
- When running out, 30 seconds before the end, the device will vibrate twice thereby letting you know that you have finished.
- When the light goes out, the session will be finished,
- Pull the cap up and remove the used heated tobacco stick.
- You can use it up to 10 times consecutively, without needing to charge the device.
As you will have seen, using IQOS devices is very easy but if you have any doubt at all, please take a look at our FAQ section or contact us via the Live Chat option available on this page, or use any of the contact channels available in our help section.
And if you want to customise your device, you can do so with your favourite IQOS accessories: tips, covers, leather cases... there is a huge selection of possible combinations. Take a look at our online store to see more.
April 18 2019
Developed for smokers, IQOS is an intuitive alternative to smoking
Built with smokers in mind, the intuitive design of IQOS is a result of over 10 years of research and development. Let’s look in more detail at the device, a winner of the 2017 Good Design Award.
Slim and stylish design
Weighing in at approximately 120 g, IQOS is so light you can take it anywhere. The heft of the device feels light in the hands, and with dimensions of approximately 11 cm by 5 cm, it’s about the size of a small mobile handset.
The Jury of the Good Design Awards 2017 say, “The distinct shape and the combination of sleek metallic tones with neutral colourways… gives IQOS an aesthetically pleasing and smart feeling that integrate elegantly into everyday life.”
Simple to use, ready at a touch
To use IQOS, simply insert a specially designed heated tobacco stick into the IQOS holder and press the button to heat the tobacco. There’s no need to continuously hold down on any buttons like some e-cigarettes, and after the experience is over (14 puffs or 6 minutes, whichever comes first), your IQOS will shut off automatically.
Place the IQOS holder into the pocket charger again to charge the holder for your next experience. Some IQOS users prefer to always have their IQOS ready, and buy a second holder, for continuous charging. Our variety of carry cases are designed to hold an IQOS, a second IQOS holder, and a pack of heated tobacco sticks for convenient carrying.
Convenient pocket charger and battery indicator
The pocket charger holds the IQOS holder while charging and also stores the holder when it’s not in use. Indicator lights on the pocket charger ensure you always know when your IQOS holder is charged and how much battery remains in the pocket charger. One light indicates 25% battery power remaining, two lights 50% battery power remaining, and so on.
Your IQOS comes shipped with 50% battery life in the pocket charger, and you should be able to use your IQOS right away. There’s no need to charge the pocket charger to full power to use the IQOS holder. Once the pocket charger is fully charged, you can use it 20 times – the same number of times as sticks in a pack of heated tobacco sticks.
Discover more on IQOS and its advantages.
April 4 2019
Looking After Your Device: 5 Ways to Extend Your IQOS Battery Life
Would you like to extend the life of your IQOS battery? Like any other electronic device, frequent use tends to drain power and performance if it’s not used correctly, and no one wants to be caught short with a flat IQOS. So we’ve compiled a list of five great ways that you can keep power and extend your IQOS battery, as well as a few tips for keeping your device in great working order:
1. Unplug your IQOS when fully charged
One of the most common ways to wear out your IQOS battery is to overcharge it. So leaving your device in the IQOS charger overnight can end up causing the battery to empty. Even though it’s a bit less convenient, unplugging your IQOS when it’s fully charged is an easy way of keeping battery life longer.
2. Don’t let the battery empty before you recharge it
Allowing your battery to empty fully before you recharge it, really reduces its lifespan. Instead, recharge the IQOS after every 20 uses - which, conveniently, is whenever you finish a pack of heated tobacco sticks.
3. Store IQOS at the correct temperature
It’s a little-known fact that exposure to high temperatures can damage products like e-cigarettes and IQOS, reducing the lifespan of both the device and its battery. After each use, make sure that you store your IQOS in a cool and well-shaded area. Try not to store your device in very cold places either.
4. Keep your IQOS clean
5. Use it regularly
By using and charging your IQOS regularly, you won’t allow the battery to drain, which means it will always have the level of power you need for the best experience.
IQOS Battery Safety
We often see concerns about the safety of e-cigarette batteries on the internet, but IQOS does not fall into this category. All IQOS products undergo exhaustive safety tests before they go on sale. Every material used is tested and assessed, and each component is made to an extremely high level of quality and safety standards.
At the end of lifecycle of your IQOS device, you can bring it to the nearest recycle point as you can do with other regular electronic devices.
Discover more about the technology behind IQOS and its advantages.
November 8 2018
MADRID OPENS THE DOORS TO THE NEW IQOS POP UP STORES!
Did you already visit our pop up stores?
We wait for you every day at Gran Plaza 2, Plaza Norte 2 and shopping mall Zielo from Monday to Sunday, to offer you the best experience with IQOS.
Our experts will attend you with information, sale assistance of devices and accessories and also after sales services, like cleaning.
IQOS POP UP STORE PLAZA NORTE 2:
MONDAY – SATURDAY: 10-22 Hours
SUNDAY: 11-21 Hours
Plaza del Comercio, 11-12, ground floor
28703, San Sebastián de los Reyes, Madrid, España
IQOS POP UP STORE ZIELO (POZUELO)
MONDAY – SATURDAY: 10-21:30 Hours
SUNDAY AND HOLIDAYS: 12-20 Hours
Shopping Mall “Zielo” - Av. de Europa, 26B
28224 Pozuelo de Alarcón, Madrid, España
Space reserved for adults only.
September 3 2018
Professional free IQOS device cleaning
Visit one of our authorized points of sale where you will receive personalize support, solve any question you might have regarding your IQOS device and will benefit from a free professional IQOS device cleaning.
Because the regular cleaning of the IQOS Holder is essential to guarantee a consistent experience of taste and prevent malfunctions, now you can have a free deep cleaning for your IQOS in the selected stores below.
June 22 2019
IQOS International Assistance Service
Are you experiencing issues with your IQOS device while travelling abroad?
We are proud to offer adult IQOS consumers our free IQOS support service while travelling to selected countries where IQOS is available.
In case you experience an issue with your IQOS Device when travelling within selected countries where IQOS is available, now you can benefit from our service which includes replacement of your non-functional IQOS device, where possible.
This service is offered within the duration of your IQOS voluntary warranty valid in the country of purchase.
How to enroll
If you are already registered as an adult IQOS consumer with a registered IQOS Device you can take advantage of this service immediately. If not, register yourself and your IQOS Device at iqos.com to start enjoying this service.
If you need help whilst abroad, you can call IQOS Customer Service on +800 2559 2559* or +41 21 547 88 88*. When making the call, have to hand the full address of your accommodation (name and address of your hotel, for example). If you are outside Spain and you call the +800 line, you should dial the prefix +34 at the start of the call.
*Charges may apply for the call - for more information, check with your mobile service provider.
If you are using your IQOS Device overseas, please ensure your AC Power Adaptor is suitable for the country voltage where you are staying.
Important details about IQOS special support service
IQOS support service is available for adult IQOS consumers residing in and travelling within the following countries:
Denmark, France, Germany, Greek, Italy, Lithuania, Monaco, Netherlands, Poland, Portugal, Romania, Spain, Switzerland, UK, Bulgaria, Slovenia, Czech Republic, Slovakia, Latvia, Greek Cyprus, Croatia, Andorra, Albania, Bosnia & Herzegovina, Sweden, Armenia, Israel, Kazakhstan, Russia, Serbia, Ukraine, Moldova, Japan, New Zealand, South Korea, Malaysia, Indonesia, Palestine, South Africa, Turkish Cyprus, La Réunion, Canada, Colombia, Curacao, Guatemala, Dominican Republic.
Terms and conditions
Service options, IQOS Device and its components availability, response and delivery times may vary according to country.
You can check your registration status on iqos.com by logging in with your credentials.
This service will not affect your statutory rights and rights under the IQOS voluntary warranty valid in the country of purchase.
Where an exchange takes place, then any replacement part becomes your property and the replaced part becomes the property of the entity which makes the exchange.
IQOS Device issues are defined in terms of material or workmanship when used in accordance with the IQOS User Guide.
The following are excluded from the service: a) damage caused by normal wear and tear; b) cosmetic damage (such as scratches, dents, broken plastic etc.); c) damage caused by misuse, power surge, improper handling, liquid contact or fire; d) malfunction due to use with non-compatible product; e) 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; f) damage or malfunction caused by failure to use as described in the associated IQOS User Guide.
Please contact our Customer Care team if you have any questions, or would like help using your IQOS Device.
Frequently asked questions on IQOS International Assistance Service
Who/what is covered by the IQOS Special Support Service?
The Special Support Service is applicable only when all three of the following conditions are met: (i) you are an adult IQOS consumer from selected countries where IQOS is available; (ii) yourself and your IQOS device are registered in countries where IQOS is available; and (iii) you experience an issue with your IQOS Device when travelling within selected countries where IQOS is available, outside the country where there device is registered.
How long does coverage under this service last?
The service is offered within the duration of your IQOS voluntary warranty valid in the country of purchase.
How much does it cost?
The service is a free service that is made available to all registered IQOS consumers from selected countries where IQOS is available.
Q: How does the service work?
If you need support while abroad, contact the IQOS Customer Care toll free number +800 2559 2559 for assistance. Before placing the call, please ensure that you have on hand your complete temporary address (i.e. Hotel name and address).
*Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details)
Can I contact my home IQOS Customer Care to assist with the replacement?
Your home IQOS Customer Care will assist you for replacement when you are located in the country where your device is registered. For any device issues or inquiries while travelling within selected countries where IQOS is available, please contact the IQOS Customer Care toll free number +800 2559 2559.
I am a registered customer but my device is not registered. Can I still be supported by IQOS Customer Care when travelling within selected countries where IQOS is available?
Only registered IQOS consumers can benefit from the service. If your device is not registered, our Customer Care agents will be able to assist you with device registration prior to providing you with the support. We advise customers to always have their devices registered in the country of residence in order to have a smooth support while you travel.
Do I need to return the faulty device?
In most cases, you will keep the replaced component. Exceptions may occur in some markets jurisdiction whereby you will be requested to return the replaced component at the time the new component is delivered to you.
If not, what should I do with it?
The symbol on the device or on its packaging indicates that this product and its individual parts (including batteries) must not be disposed of with your other household waste. Instead, it is your responsibility to dispose of your waste equipment by handing it over to a designated collection point for the recycling of waste electrical and electronic equipment. Amongst other, waste batteries can be returned free of charge at the point of sales. For more information about where you can drop off your waste equipment for recycling, please contact your local city office, your local household waste disposal service or the shop where you purchased the device.
In which countries does the service apply?
IQOS support service is available for adult IQOS consumers residing in and travelling within the following countries:
Denmark, France, Germany, Greek, Italy, Lithuania, Monaco, Netherlands, Poland, Portugal, Romania, Spain, Switzerland, UK, Bulgaria, Slovenia, Czech Republic, Slovakia, Latvia, Greek Cyprus, Croatia, Andorra, Albania, Bosnia & Herzegovina, Sweden, Armenia, Israel, Kazakhstan, Russia, Serbia, Ukraine, Moldova, Japan, New Zealand, South Korea, Malaysia, Indonesia, Palestine, South Africa, Turkish Cyprus, La Réunion, Canada, Colombia, Curacao, Guatemala, Dominican Republic.
How fast will I get a replacement device if I contact IQOS Customer Care?
The device replacement will be sent within one to four days, depending on the local service provider’s required time to deliver and your location.
Do I need to make any payment for this replacement?
Replacement is free for registered customers.
I tried calling IQOS Customer Care toll free number but it doesn’t work. Why? And what should I do?
Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details).
I am travelling within selected countries where IQOS is available and there is an IQOS store near my hotel. Can I exchange my device there?
No. Your free replacement offered under this service will occur only after calling IQOS Customer Care toll free number and providing your temporary location address where the replacement device will be delivered.
Which IQOS device version will I get as replacement?
The proposed device version will correspond to the version which is being available in the visited country at the time of the replacement request.
I bought a device during a trip abroad and I’m now back in my country of residence where IQOS is available. Who should I contact in case I need support with my device?
As you are not travelling, you can call your local Customer Support Center in your country of residence. We advise you to register your device before calling in order that have a smooth and quick support from our agents.
Update of an article written in September 2018
This product is not risk free. This product is intended for adult use only.