IQOS Club is a free loyalty programme from IQOS. As an IQOS user you can join and get IQOS points which can be exchanged for exclusive benefits and/or products. In addition membership gives you access to a series of privileges and experiences:

• Privileged access to EXPERIENCES through our Unforgettable Experiences section.
• Exclusive information from IQOS in our INSPIRING YOU section.
• Tailor-made offers to upgrade your IQOS device in the BENEFITS section.
• IQOS points for recommending an adult smoker friend.
• Privileged access to our limited editions.

As an adult IQOS user you can register at IQOS Club and create an account and register at least (1) IQOS device at www.iqos.com accepting the terms and conditions of the programme (“Member of IQOS Club”) It’s vital that you give us some basic information such as: your complete name, address, email address, date of birth, Identity card number, phone number and create a password for your account. Make sure you give us correct and valid information so thqt you have access to all the benefits and experiences.

IQOS users aged over 18 registered on our IQOS España database are elegible for membership of IQOS Club España (Peninsula and Balearic Islands) For further information go to Terms and Conditions.

When you join IQOS Club, you accept that you have read, and understood the terms and conditions, and any change or modification that we may make to said terms.

As a member of IQOS Club you will have access to a series of privileges and in addition you can earn IQOS points which can be exchanged for exclusive benefits and/or IQOS products.

• Privileged access to EXPERIENCES through our Unforgettable Experiences section.
• Exclusive information from IQOS in our INSPIRING YOU section.
• Tailor-made offers to update your IQOS device.
• IQOS Points for recommending an adult smoker friend.
• Privileged access to our limited editions.

As an IQOS Club member you can earn IQOS points for the activities described in the Club benefits (link) Each activity awards you a quantity of IQOS points which you can see in your profile. The more you accumulate, the bigger the benefits and/or IQOS products you can exchange them for.

The points will be automatically assigned when you do one of the activities described in the benefits of the Club section (link).If we are talking about the IQOS points for recommending an adult smoker friend, you will receive the ppoints when your friend makes his/her first IQOS purchase,mas long as he/she isn’t already registered on the PMS database as an adult IQOS user. You can follow your recommendations in your profile at the IQOS Club and see their status.

If your friend has asked for a free loan but still hasn’t purchased the product, the points won’t appear on your profile.

Remember that your points can take up to a week to be assigned to your profile.

If you are concerned that the points for a specific activity haven’t been registered correctly in your IQOS Club membership account you should contact the IQOS Customer Service Centre (900 15 20 15, or on this link for a Live Chat).

Points obtained in the second six months of every year (from 1st of July to 31st December) will expire on 30th June the following year. And the points obtained in the first six months (from 1st january to 30th June) will expire on 31st December of that year. If you don’t exchange your points before they expire, they will be eliminated from the total in your account/profile.

If you have forgotten your password, you can re-establish your information from the log in form at login page from IQOS.com, , by clicking on  “Have you forgotten your log in information?”.

You should enter your log in e-mail address and click on accept. We will then send you an e-mail with a link where you can change your password.

If you decide to longer be a member of IQOS Club at any time you can contact our IQOS Customer Service Centre (900 15 20 15, or on this link for a Live Chat).

At IQOS our primary concern is to always provide you with the best experience regarding our products. If you have purchased a device on iqos.com that you are not satisfied with and wish to return it, you can request a refund within 14 calendar days from the date the product receipt was issued. Once we receive the returned device, we will process the refund through a bank transfer to the account number that you indicate. If you purchased the device through another provider, we recommend that you check the refund policy with the retailer or go to the point of sale where you purchased it for more information.

The reimbursenment will be issued via a bank transfer to the account number that you indicate at the moment of your call. We can hold back the reimbursement until we get the products back or once you have send a return proof, whichever condition happens first.

IQOS kits have 3 year warranty for devices purchased from January 1, 2022.

For refunds, please allow a few days for your bank to process funds.

Yes, your IQOS device has warranty.

IQOS devices have a three-year warranty period, which includes replacement service.

Our Customer Care team is at your service:
By phone: 900 15 20 15 (toll free number), Monday to Friday from 9:00 am to 9:00pm. Weekends from 9:00am to 6:00pm (1 hour less in Canary Islands).
By email: [email protected]
Other channels: Twitter @iqos_support_es Facebook @iqos.es

For any assistance, please, contact our Customer Care:
By phone: 900 15 20 15 - Monday to Friday from 9:00 am to 9:00pm. Weekends from 9:00am to 6:00pm (1 hour less in Canary Islands).
By email: [email protected]
Other channels: Twitter @iqos_support_es Facebook @iqos.es

We deliver your IQOS products wherever you want (in Spain) completely free of charge.

In the shipment confirmation email you will received, you will find a link that will allow you to know exactly where your parcel is. You will receive your order in approximately two working days.

If you are not at home for the delivery, a new delivery attempt will be made.

If, after two delivery attempts, your order has not been delivered, it will be returned to the logistic operator's office associated with your zip code. We will also send you an email and/or SMS explaining where your order is located so that you can pick it up within a maximum period of 15 days from the time it arrives at the operator's office.

At IQOS our primary concern is to always provide you with the best experience regarding our products. If you have purchased a device on iqos.com that you are not satisfied with and wish to return it, you can request a refund within 14 calendar days from the date the product receipt was issued. Once we receive the returned device, we will process the refund through a bank transfer to the account number that you indicate. If you purchased the device through another provider, we recommend that you check the refund policy with the retailer or go to the point of sale where you purchased it for more information.

The reimbursenment will be issued via a bank transfer to the account number that you indicate at the moment of your call. We can hold back the reimbursement until we get the products back or once you have send a return proof, whichever condition happens first.

IQOS kits have 3 year warranty for devices purchased from January 1, 2022.

For refunds, please allow a few days for your bank to process funds.

If your product/products have been damaged during the delivery process, you can contact our Customer Care support to replace your order:
By phone: 900 15 20 15 - Monday to Friday from 9:00 am to 9:00pm. Weekends from 9:00am to 6:00pm (1 hour less in Canary Islands).
By email: [email protected]
 

When you register as an adult user of IQOS you have access to the following advantages:
- Access to personalized support programs in relation to the use of the product.
- Information about exclusive promotions in which you can participate.
- Access to the Voluntary Guarantee, which implies a series of exclusive advantages. For example, in the event that your device suffers a certain type of breakdown, you can request that we deliver a new one at the address you choose or at one of our collection points.
- Access to the advantages associated with the guarantee of your device without presentation of proof of purchase.
Registration is mandatory for purchases at iqos.es.
If you buy in the network of associated stores or through the brand ambassadors, the registration is not mandatory, but you will have to prove that you are of legal age.

Because IQOS is intended for adults only, and therefore we need to verify that all our users are of legal age.

For any assistance, please, contact our Customer Care:
By phone: 900 15 20 15 - Monday to Friday from 9:00 am to 9:00pm. Weekends from 9:00am to 6:00pm (1 hour less in Canary Islands).
By email: [email protected]
Other channels: Twitter @iqos_support_es Facebook @iqos.es

The FDA or Food and Drug Administration is a federal agency within the United States Department of Health and Human Services, one of the United States federal executive departments. The FDA is responsible for regulating the manufacturing, commercialization, and distribution of tobacco products in the US.

After reviewing the totality of scientific evidence on IQOS, the US FDA authorized the commercialization order of IQOS, concluding that:

• The IQOS system heats tobacco but does not burn it.
• The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals.
• Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*, and communicating this is appropriate for the promotion of public health.

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

*Source: FDA’s commercialization order for the IQOS system dated July 7, 2020

MRTP stands for Modified Risk Tobacco Product.

On July 7, 2020, the US Food and Drug Administration (FDA) authorized IQOS, along with three different heating tobacco variants, to be commercialized in the US with a claim of reduced exposure to harmful chemicals. This makes IQOS the first and only heated tobacco system authorized as a Modified Risk Tobacco Product with reduced exposure information in the US.

The US FDA decisions came after several years of reviews of all of the scientific evidence available on IQOS. Between the opening and the closure of the scientific review, the FDA asked 86 questions related to the applications, seeking clarifications or additional data.

After reviewing the totality of scientific evidence on IQOS, the US FDA authorized the commercialization order of IQOS, concluding that:

The IQOS system heats tobacco but does not burn it.

The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals.

Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*, and communicating this is appropriate for the promotion of public health.

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

*Source: FDA’s commercialization order for the IQOS system dated July 7, 2020.

The FDA, or the Food and Drug Administration, is the government agency in the United States responsible for protecting the public health. The FDA regulates a variety of consumer product s, including tobacco. However, US law expressly prohibits making any claims, express or implied, that a tobacco product is “FDA approved,” as the statutory standards applicable to tobacco products are not intended to show, among other things, that a tobacco product is “safe” or “effective” (i.e., the standards applicable to drugs and medical devices) given that all tobacco products are not risk-free. Instead, the FDA authorizes (or not), the marketing of tobacco products as “modified risk tobacco products” in the US when they are intended to be sold with exposure modification or risk modification claims. Philip MorrisInternational submitted a set of Modified Risk Tabacco Product applications for the IQOS system.
After thorough reviews, the FDA issued a modified exposure order recognizing that IQOS “significantly reduces the production of harmful or potentially harmful chemicals” and that “switching completely from conventional cigarettes to the IQOS system significantly reduces your body’s exposure to harmful or potentially harmful chemicals*.

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 the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

The US FDA decisions, authorizing IQOS to be commercialized with a reduced exposure information show that IQOS is a fundamentally different product compared to cigarettes. IQOS is a better choice for adults who would otherwise continue smoking. Unlike cigarettes, the IQOS system heats tobacco instead of burning it. This significantly reduces the production of harmful or potentially harmful chemicals compared to cigarette smoke.
Furthermore, scientific studies have shown that switching completely from conventional cigarettes to the IQOS system significantly reduces the body’s exposure to harmful or potentially harmful chemicals.*

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 the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

Similar to our IQOS heat-not-burn system, vaping products are smoke-free alternatives to continued smoking. However, there are also important differences between the two. E-cigarettes don’t contain tobacco. Instead, they heat an e-liquid containing nicotine and flavors to produce an aerosol. So far, no vaping product has been authorized for commercialization by the US FDA.
The IQOS system is the first and only tobacco heating system authorized in the US as a Modified Risk Tobacco Product. The FDA concluded that switching completely to IQOS reduces the body’s exposure to harmful or potentially harmful chemicals.*

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.

The US FDA’s decisions, authorizing IQOS to be commercialized in US with reduced exposure information encourages us to continue our mission of replacing cigarettes with science-based, smoke-free products applying our responsible commercializing practices.
PMI’s marketing practices must always adhere to the following four core principles:

1. We only commercialize and sell our products to adult smokers.
2. We warn consumers about the health effects of our products.
3. Our marketing is honest, transparent and accurate.
4. We respect the law

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

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

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

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

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

Holder vibrations are activated in the following situations:
- At the start of heating (once you press the Holder Button to start) 
- When it is nearly finished (30 seconds prior the end)  

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

a. Check that the IQOS 2.4 Plus Pocket Charger is switched ON and has enough power
b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
c. Ensure your Holder’s electric contact is clean
d. If none of the above works, perform a reset of your device
e. Still no luck? Please, contact our Customer Care through Live Chat available on this page, Social Media channels Facebook and Twitter;
Email: [email protected] or phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

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

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

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

Still no luck? Please, contact our Customer Care through Live Chat available on this page or Social Media channels Facebook and Twitter.
You can also email us: [email protected] or get in touch by phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

IQOS 2.4 Plus is designed to work in a wide range of temperatures, but the optimal uses is when the device is used between 10℃ and 50℃ temperatures.

Simply press your IQOS Pocket Charge button for one second. The LED lights will show the charge level – one light means your IQOS device has low battery and you need to charge it, four lights mean your device is more than 75% charged and ready to use.

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

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

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions.
If you insert the 2.4/2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size.
The IQOS 3 Holder cannot be inserted into 2.4/2.4 Plus Pocket Charger because of the different size.

You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 8 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

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

Any white light indicates that the IQOS 3™ device performs various operations, like charging, resetting, or if it is ready to use, fully charged, etc.
Any red light (steady or blinking) indicates that there is a device error.
Perform a reset and try again. Still no luck? Please, contact our Customer Care through Live Chat available on this page or Social Media channels Facebook and Twitter.
You can also email us: [email protected] or get in touch by phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc. 
A red blinking light can occur on: 

• Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C). -> Wait until device is within temperature limits. 

• Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device.
Still no luck? Please, contact our Customer Care through Live Chat available on this page, Social Media channels Facebook and Twitter;
Email: [email protected] or phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

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

ProtectPlus™ System hosts a number of technological improvements:
- Robust outer shell improves shock resistance of the device
- New side door opening tested to guarantee reliable performance
- New technology provides longer battery life
- Heating chamber of your Holder has been redesigned for improved reliability

Simply press your IQOS Pocket Charge button for one second. The LED lights will show the charge level – one light means your IQOS device has low battery and you need to charge it, four lights mean your device is more than 75% charged and ready to use.

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

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

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

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

IQOS 3 MULTI vibrations are activated in the following situations:

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

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.
Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C).
Please, perform a reset of your device and try again.
Still no luck? Please contact Customer Care 900 15 20 15 Monday- to Friday from 9:00 am - 6:00pm and Weekends 9:00 am - 6:00pm Via email: [email protected] Twitter @iqos_support_es Facebook @iqos.es or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

IQOS 3 MULTI is designed to work in a wide range of temperatures, but the optimal one is when the device is used between 10℃ and 50℃.

Sí, puedes solicitar tu préstamo gratuito hasta 14 días aquí.

We know that some adult smokers find it challenging to convert to IQOS. That is why we encourage adult IQOS users to join our complimentary Virtual IQOS coach program.
Virtual IQOS coach, your personal IQOS expert, will be by your side to answer your questions via phone, email, instant messaging or video calls ― whichever you prefer. 
How does this program help? Our highly trained Virtual IQOS coaches can explain you how to clean your device, provide tips about IQOS whenever you need it, will accompany you every step of the journey. 

Contact our Customer Care through Live Chat available on this page, Social Media channels Facebook and Twitter; Email: [email protected] or phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

To join, you must be an adult smoker or adult IQOS user.