Frequently Asked Questions

IQOS is a better alternative to traditional cigarettes for adult smokers who would otherwise continue to smoke and want to experience real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked. IQOS is Philip Morris International’s most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release nicotine containing tobacco vapor. IQOS and HEETS tobacco sticks are only for use by adults. Please refer to Important Information for details.

Important information: IQOS is not risk-free

You can order IQOS through our online shop with delivery in most cities across Jordan.
IQOS is also available at IQOS Selling Stores.
Click here to find stores near you.

IQOS is available in the following countries : Andorra, Albania, Armenia, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Canary Islands, Canada, Colombia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Hungary, Italy, Japan, Kazakhstan, Korea, La Réunion, Latvia, Lithuania, Malaysia, Mexico, Moldova, Monaco, the Netherlands, New Zealand, Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Ukraine, the Kingdom of Saudi Arabia, the United Arab Emirates, the United Kingdom, the U.S., and in some Duty Free shops..

IQOS 3 DUO is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 0°C and 50°C.

In case you have any problems with your IQOS device, you can contact the IQOS Care Team on Facebook or Twitter and they will assist you with the most suitable solution.

You can contact the IQOS Care Team on IQOS page on Facebook, Twitter, or write us at contact.jo@iqos.com.

You can order the full assortment of IQOS accessories through our online shop.

Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62–71% isopropanol.

Dispose of the used wipes in a bin.

Next, thoroughly clean the inside area of the Holder surrounding the blade and the whole cap with the dedicated IQOS Cleaning Tool and IQOS Cleaning Sticks. Dispose the used sticks in the bin.

Follow this quick guide and get ready to use your IQOS 3.

TURNING ON
To turn the IQOS 3 Pocket Charger on or off, press the button at the top for 4 seconds.

BATTERY LEVEL

IQOS 3 Holder
Check if the Holder is charged by pressing the central button. No light tells you it’s time to recharge the Holder.

IQOS 3 Pocket Charger
Tap the button at the top to check the battery level. 4 bars show a full charge. One bar flashing means it’s time to plug the Pocket Charger into a power outlet using the original IQOS Power Adaptor and Cable.

HOW TO USE
To use your IQOS 3, gently insert a HEETS stick into the Holder. Don’t twist it. If you do, you risk breaking the blade. After you’ve inserted the HEETS stick, press and hold the Holder button. You’ll feel a vibration and the light will pulse slowly. That means that the Holder is getting ready.
When you feel two vibrations and the status light is steadily on, it means you’re good to go.

 

If you feel two vibrations again, that means your IQOS time is nearly up. Slide the IQOS 3 Holder open, remove the HEETS stick, and slide it back to close the Holder. Place the Holder back in the Pocket Charger.

While the IQOS 3 Holder is in the Pocket Charger, watch the small round light on top of the Pocket Charger. When it’s blinking, it means that the Holder is charging. When the light comes back on, it means that you can take the Holder out and can start using IQOS again.

Make sure your IQOS 3 is ready when you want to use it.

IQOS 3 HOLDER
First check the small status light on your IQOS 3 Holder to see the battery level by pressing the button. No lights tells you it’s time to recharge the Holder.

To do so, insert the IQOS 3 Holder in the IQOS 3 Pocket Charger. The small light at the top of the Pocket Charger will start blinking, which means that the Holder is charging. Once the light stops blinking, you can take the Holder out.

IQOS 3 POCKET CHARGER
Tap the IQOS 3 Pocket Charger button to check the battery level.
4 bars show a full charge.
One bar flashing means it’s time to plug the Pocket Charger into a power outlet using the original IQOS Power Adaptor and Cable. 
The IQOS 3 Pocket Charger will need to be charged every 20 uses and takes 2 hours for a full charge.

Cleaning your IQOS 3 is simple.

Use the IQOS Cleaning Tool and just follow these 3 steps:

Slide the cap from the Holder after waiting for it to cool down for at least 30 seconds since the last use.
Tap out any loose tobacco from the Holder.

Carefully insert the IQOS Cleaning Tool inside the Holder until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the Holder and tap it once more to remove any remaining loose tobacco.

After every 20 sessions, use the IQOS Cleaning Sticks to further clean the Holder. Simply clean with them the bottom of the Holder’s inside, gently and without touching the blade. Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 every day for an optimal taste experience.

You can easily reset your IQOS 3 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.

The smart blade self-cleaning process is automatically activated after every 20 sessions, when the Holder is charging. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process easier while ensuring the best tobacco taste experience.

The IQOS 3 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.

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

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 the IQOS Care Team or ask for assistance at the nearest IQOS store.

Any red light (steady or blinking) indicates that there is a device error. 

Please, perform a reset of your device and try using it again.

Still no luck? Please contact the IQOS Care Team.

Holder vibrations are activated in the following situations:
• At the start of heating (once you press the Holder button to start)
• When the experience is nearly complete (30 seconds prior to the end).

IQOS Holder vibration
• Vibration begins and a light pulses when you press and hold the heating button. This indicates the beginning of the experience (that you can use a tobacco stick for about 6 minutes or 14 puffs whichever comes first).
• Vibration and blinking begin when there are 30 seconds or 2 puffs left. This indicates that the IQOS Holder will switch off automatically.

IQOS has been designed to work exclusively with HEETS tobacco sticks, and vice versa.

It is only by using both together that you can take full advantage that the system provides and have been proven by PMI science.

All Philip Morris International studies are based on the use of IQOS with HEETS tobacco sticks.

No. While switching completely to IQOS is a better choice than continuing to smoke cigarettes, IQOS is not risk-free and delivers nicotine, which is addictive. The best option is to quit tobacco and nicotine use altogether.

IQOS is a better alternative to cigarettes because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell than cigarettes.
IQOS is less likely to bother those around you and leaves less lingering smell on hands, hair and clothes than cigarettes.

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

No. IQOS is not a smoking cessation device or intended as a device to quit smoking.  

If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.

Nicotine is addictive. However, it is not the main cause of smoking related diseases. IQOS delivers nicotine in a comparable way to cigarettes. PMI’s clinical studies show that the amount and rate of nicotine absorbed when using one HEETS™ stick with IQOS is comparable to that of smoking one cigarette.

PMI states that IQOS emits 95% lower levels of harmful chemicals compared to cigarettes. The percentage (95%) refers to the average reduction of the levels of certain constituents prioritized for action by renowned public health organizations such as the WHO and the US FDA, and which are found in IQOS tobacco vapor, when compared to the smoke from a 3R4F reference cigarette. The exact percentage reduction depends on the specific list being referenced. To this effect, PMI collects the tobacco vapor and smoke under the Health Canada Intense machine-smoking regime (55 mL puff volume, 2 second puff duration, 30 second interval puff) using a comparison on a per stick basis. Reduction calculations exclude nicotine.

PMI uses PMI Financials or estimates, IQOS user panels and PMI Market Research. The number of total users PMI reports refers to IQOS users for whom PMI HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days, while the number of people PMI estimates have completely quit cigarette smoking refers to IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

It is a cigarette independently designed by the University of Kentucky in the US for scientific research purposes. It is a comparator commonly used in tobacco research, which allows the data of a given study to be compared to that of another study. 3R4F research cigarettes are not commercially available to consumers.

You can order the full assortment of HEETS (including HEETS Dimensions) through our online shop. You can also find your preferred HEETS variants at major tobacco selling stores near you.

Yes, HEETS tobacco sticks contain nicotine, which is addictive.

Nicotine is naturally present in the tobacco used in HEETS. It is released in the tobacco vapour that is generated during the IQOS usage.

The taste of HEETS tobacco sticks used with IQOS device is different from cigarettes because tobacco is heated rather than burned.

By heating the tobacco, the true taste of the tobacco is released.

HEETS tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste that replicates as much as possible what adult smokers expect.

The HEETS tobacco sticks are designed specifically for use with the IQOS device. They have an optimal length, diameter and design for the IQOS Holder. 

HEETS tobacco sticks are designed for the same duration and number of puffs as cigarettes. However, this can vary depending on how you use the product.

If you have difficulties inserting the HEETS tobacco sticks in the IQOS Holder, we advise you to first check whether:
• There is any tobacco residue left in the Holder
• The heating blade is cleaned regularly
• The Holder Cap is fully closed

If the above is all right, you can try to pre-heat the IQOS Holder prior to inserting the HEETS tobacco stick:

IQOS 3 / IQOS 3 DUO:
• Press the Holder Button to start heating
• Wait for 2-3 seconds for pre-heating
• Gently insert the tobacco stick

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

If none of the above solutions help, please contact the IQOS Care Team for assistance.

Follow this quick guide and get ready to use your IQOS 3 DUO.
 

TURNING ON
To turn the IQOS 3 DUO Pocket Charger on or off, press the button at the top for 4 seconds.

BATTERY LEVEL

IQOS 3 DUO Holder
Tap the button and check the small status lights to see the battery level. No lights tells you it’s time to recharge the Holder.

IQOS 3 DUO Pocket Charger
Tap the button at the top to check the battery level. If the lights’ status is low, plug the charger into a power outlet using the original IQOS Power Adaptor and Cable.
  

HOW TO USE
To use your IQOS 3 DUO, gently insert a HEETS stick into the Holder. Don’t twist it. If you do, you risk breaking the blade. After you’ve inserted the HEETS stick, press and hold the Holder Button. You’ll feel a vibration and the lights will pulse slowly. That means that the Holder is getting ready. When you feel two vibrations and the status light is steadily on, it means you’re good to go.
   

If you feel two vibrations again, your IQOS time is nearly up. Slide the IQOS 3 DUO Holder open, remove the HEETS stick, and slide it back to close the Holder. Tap the Holder Button to see the device’s status. Remember: one light means there’s one use remaining. You can use IQOS again or place the Holder back in the Pocket Charger.
   

While the IQOS 3 DUO Holder is in the Pocket Charger, watch the small lights on top of the Pocket Charger. When they’re blinking, it means that the Holder is charging. When both rounded lights are on, it means that the Holder is fully charged. 

Make sure your IQOS 3 DUO is always ready when you want to use it.

IQOS 3 DUO HOLDER
First check the small status lights on your IQOS 3 DUO Holder to see the battery level by pressing the button. 2 lights means it is fully charged and you can use it twice. 1 light means 1 use. No lights tells you it’s time to recharge the Holder.

To recharge the Holder, insert it in the IQOS 3 DUO Pocket Charger. After inserting the Holder in the Pocket Charger, the small lights at the top of the Pocket Charger will start blinking, which means that the Holder is charging.
Once the two rounded lights stop blinking, you can take the Holder out.

IQOS 3 DUO POCKET CHARGER
Tap the IQOS 3 DUO Pocket Charger button at the top to check the battery level.
4 bars show a full charge. One bar flashing means it’s time to plug the Pocket Charger it into a power outlet using the original IQOS Power Adaptor and Cable. 
The IQOS 3 DUO Pocket Charger will need to be charged every 20 uses and takes 2 hours for a full charge.

Cleaning your IQOS 3 DUO is simple.

Use the IQOS Cleaning Tool and just follow these 3 steps:

Slide the cap from the Holder after waiting for it to cool down for at least 30 seconds since the last use.
Tap out any loose tobacco from the Holder.

Carefully insert the IQOS Cleaning Tool inside the Holder until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the Holder and tap it once more to remove any remaining loose tobacco.
After every 20 sessions, use the IQOS cleaning sticks to further clean the Holder. Simply clean with them the bottom of the Holder’s inside, gently and without touching the blade.
Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 DUO every day for an optimal taste experience.

Learn how you can quickly reset your IQOS 3 DUO in 2 simple steps:

• Make sure the IQOS 3 DUO Holder is inside the Pocket Charger.
• Press and hold the button at the top of the Pocket Charger for 10 seconds until the lights blink twice and then fade out.

Gradually, the lights will turn on and off again, at which point the reset will be completed.

The IQOS 3 DUO has the fastest and most powerful Holder within the IQOS family. Inspired by the feedback of IQOS customers, it has been designed around your needs:
• It offers two consecutive uses without Holder recharging
• Faster Holder charging allows you to focus on your experience and not worry about recharge:
- At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
- At least 1min 40sec faster than charging the Holder of IQOS 3*
• It hosts our IQOS ProtectPlus™ System for better protection.

*provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

To check the charge level of the IQOS 3 DUO Pocket Charger, press & release the Pocket Charger button.

The Pocket Charger status light will turn on for 3 sec to indicate the battery status:
• 4 LEDs = more than 75% charged
• 1 LED = low charge. Need to charge.

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

The IQOS 3 DUO system does not require a full charge to work, however we recommend to fully charge the device before the first usage.
If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.

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

You can check the Holder status (How many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger:

To check the status on the Holder:
• Press and release the button of the Holder:
- 2 lights – ready for two uses
- 1 light – ready for one use
- No light – Holder not charged

To check the Holder status on the Pocket Charger*:
• Press and release the Pocket Charger button
- 2 lights – ready for two uses
- 1 light – ready for one use

*If an IQOS customer uses a mixed version of the IQOS 3 DUO Holder with the IQOS 3 Pocket Charger, it can be that in some cases the firmware of IQOS 3 Pocket Charger should be upgraded in order to be able to recognize when the Holder is ready for 1 use.

IQOS 3 DUO enables you to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger.

Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use.

• If you need the second use right away, your Holder is instantly ready for it.

• If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses available again.

IQOS 3 DUO Holder vibrations are activated in the following situations:

• At the start of the heating (once you press the Holder 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) - two vibrations.

Follow this quick guide and get ready to use your IQOS 3 MULTI.

TURNING ON
To turn IQOS 3 MULTI on or off, press the button for 4 seconds.

BATTERY LEVEL
Check if your IQOS 3 MULTI is turned on by pressing the button for 1 second.
Lights are showing at the bottom? IQOS 3 MULTI is ready to go.
No light tells you it’s time to recharge IQOS 3 MULTI with the IQOS Power Adaptor and Cable.

HOW TO USE
To use it, rotate the IQOS 3 MULTI lid and insert the HEETS stick.
Push it gently down to the filter line and make sure you don't twist the stick. If you do, you risk breaking the blade.
  

Press and hold the button until you feel a vibration. The light will begin to pulse as your IQOS 3 MULTI heats up.
  

Your IQOS 3 MULTI will then vibrate twice and the light will turn solid white. This means you are ready to go.

When the light begins to pulse and your device vibrates twice again, that means your IQOS 3 MULTI time is almost over.

When the light fades out completely, pull the cap and remove the used stick.

When fully charged, IQOS 3 MULTI can be used for 10 consecutive experiences. 

Make sure your IQOS 3 MULTI is ready when you want to use it.

Check the battery level of your IQOS 3 MULTI by pressing the central button.

The bar lights at the bottom will show how much charge is left in your IQOS 3 MULTI.

• 4 bars show a full charge.
• No bars means it is time to plug IQOS 3 MULTI into a power outlet using the original IQOS Power Adaptor and Cable.

Check that the bar light is pulsing, since this confirms that your IQOS 3 MULTI is charging.

IQOS 3 MULTI will need to be charged every 10 uses and takes 90 minutes for a full charge.

Cleaning your IQOS 3 MULTI is simple.
Use the IQOS Cleaning Tool and just follow these steps:

• Slide the cap from the IQOS 3 MULTI after waiting for it to cool down for at least 30 seconds since the last use.

• Tap out any loose tobacco from the IQOS 3 MULTI.

• Carefully insert the IQOS Cleaning Tool inside the IQOS 3 MULTI until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the IQOS 3 MULTI and tap it once more to remove any remaining loose tobacco.

After every 20 sessions, use the IQOS Cleaning Sticks to further clean the IQOS 3 MULTI . Simply clean with them the bottom of the IQOS 3 MULTI inside, gently and without touching the blade.

Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 MULTI every day for an optimal taste experience.

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

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

The smart blade self-cleaning process is automatically activated after every 10 back-to-back sessions, when the device is connected to a power outlet. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process effortless while ensuring the best tobacco taste experience.

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

It takes approximately 75 minutes to fully charge the IQOS 3 MULTI. Only charge IQOS 3 MULTI using the Original IQOS Power Adaptor and USB Cable.

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

• Press the IQOS 3 MULTI button for 1 second
• The Battery status lights will turn on and indicate the level of charge.

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 that the device operates outside its operating temperature (0 - 50°C).

In such a case, please perform a reset of your device and try again.

IQOS 3 MULTI vibrations are activated in the following situations:

• At the start of heating (Once you press the button to start)
• When the experience is nearly complete (30 seconds prior to the end).

• We decided to change the name, as it better suits IQOS.
• ORIGINAL, because it provides the same real tobacco taste and satisfaction.
• ORIGINAL, because it comes with the same tried-and-trusted HeatControlTM technology with a unique ceramic blade that has helped make IQOS the No.1 heated tobacco product* and choice for 13.5 million adult smokers around the world**.
• Market note:
• * PMI global estimate of total In-Market Sales of Heated Tobacco category in units as of December 2021 (excluding China and US).
• **Source: PMI Financials or estimates (excluding Russia and Ukraine), IQOS user panels and PMI Market Research. Status as of OCTOBER 2022.
*IQOS users for whom HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days.
**IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

• IQOS ORIGINALS ONE is a compact, easy-to-use, all-in-one device, that fits in your pocket, providing real tobacco taste for up to 20 experiences on one full charge including 3 consecutive uses.
• This simple form and iconic design contains our HeatControl technologyTM with a unique flat, wide ceramic blade incorporating platinum and gold tracks. This optimally heats the tobacco from the inside releasing real tobacco taste and cigarette-like satisfaction.
• IQOS ORIGINALS ONE is available in four vibrant colours: Scarlet, Silver, Turquoise and Slate.

• IQOS ORIGINALS DUO is the new name for IQOS 3 DUO.
• Easy to use, the IQOS ORIGINALS DUO comes in the same form as its predecessor, providing the same real tobacco taste, but with new color options and new accessories.

• Both IQOS ORIGINALS DUO and ORIGINALS ONE devices are available in four vibrant colors: Scarlet, Silver, Turquoise and Slate.
• Both devices use our HeatControl technologyTM and a unique ceramic blade to optimally heat tobacco from the inside.
• This blade with platinum and gold tracks, inserts into the HEETS tobacco stick so all its wide surface touches the tobacco optimally heating it and providing cigarette like satisfaction.
• IQOS ORIGINALS ONE is a compact, lightweight easy-to-use, all-in-one device, that fits in your pocket offering up to 20 experiences including 3 consecutive uses on one full charge.
• IQOS ORIGINALS DUO is the new name of our IQOS 3 DUO device.
• The Pocket Charger houses our most compact lightweight Holder yet which can give up to 20 experiences including 2 consecutive uses on one full charge.
• And you have hundreds of customization options for IQOS ORIGINALS DUO with a range of accessories including more color options for caps, doors and sleeves
• What is more, the dual cleaning tool can help clean around the blade of your IQOS ORIGINALS device even more effectively.

• Both devices offer real tobacco taste.
• Both devices use our HeatControl technologyTM and a unique ceramic blade to optimally heat tobacco from the inside.
• The main differences are form and number of consecutive uses. IQOS ORIGINALS ONE is an all-in-one compact device that offers up to 3 consecutive uses, whereas IQOS ORIGINALS DUO features a Holder and Pocket Charger delivering up to 2 consecutive uses.
• Both devices can be customized with accessories, while IQOS ORIGINALS DUO offers an enhanced range of colored doors and caps.

• Both IQOS ORIGINALS devices contain our patented HEATCONTROL TECHNOLOGY, using our unique ceramic blade to heat the tobacco from the INSIDE.
• This blade with platinum and gold tracks, inserts into the HEETS tobacco stick so all its wide surface touches the tobacco, optimally heating it to a temperature below that of combustion. This releases a real tobacco taste, providing cigarette-like satisfaction without producing, smoke, ash.

• While IQOS ILUMA and IQOS ORIGINALS use different technologies, each device heats tobacco from the INSIDE without burning it to provide real tobacco taste and cigarette-like satisfaction to adult users.
• IQOS ILUMA devices use our SMARTCORE INDUCTION TECHNOLOGY to heat tobacco using induction whereas IQOS ORIGINALS contains our HeatControl technologyTM using a unique ceramic blade to optimally heat the tobacco. This flat wide blade with platinum and gold tracks on its surface inserts into the tobacco stick, heating it to release real tobacco taste and provide cigarette-like satisfaction.
• IQOS ORIGINALS ONE is an all in one compact device that offers up to 20 experiences on one full charge including 3 consecutive uses, while IQOS ORIGINALS DUO also offers up to 20 experiences on one full charge as well as more accessories to personalize your device.

• You can customize your device by choosing from our range of accessories crafted especially for each device- ORIGINALS DUO and ORIGINALS ONE.

• For your IQOS ORIGINALS ONE we offer an exclusive range of 4 new silicone sleeves, available in Slate, Turquoise and Scarlet color options.
• And for more effective cleaning, why not consider the dual cleaning tool to get into those hard-to-reach spaces around the base of your ceramic blade.
• Do remember IQOS 3 Series device accessories are also compatible with IQOS ORIGINALS DUO.

• IQOS ORIGINALS devices are designed to work exclusively with HEETS tobacco sticks. The devices’ flat, wide ceramic blade optimally heats the tobacco releasing tobacco vapor to give you cigarette-like experience.
• You can explore the HEETS range of tobacco sticks and choose those that best suit your personal taste.

• The IQOS ORIGINALS device range are all available in each of four vibrant colors: Silver, Slate, Scarlet and Turquoise.

• For IQOS ORIGINALS DUO: the serial number of your device is a code that exists of fourteen characters. This code is displayed on the side of your Holder
• For IQOS ORIGINALS ONE: the serial number of your device is a code that exists of fourteen characters. This code is displayed on the the external surface of your device’s heating chamber underneath the removable cap.

• We recommend fully charging your new IQOS ORIGINALS device with the Power Adaptor before using it (up to 120 mins for IQOS ORIGINALS DUO and up to 90 mins for IQOS ORIGINALS ONE). Once fully charged, press and hold the power button for 4 seconds. Then insert your HEETS stick, pre-heat (20 seconds) and once your device vibrates; you’re good to go.

• To check the charge level of the IQOS ORIGINALS ONE device, briefly press and release the button on the device (for less than 1 second). The number of LEDs that illuminate correspond to the approximate charge level in the device battery where 4 LEDs indicates the battery is more than 75% charged while 1 LED illuminated indicates you need to charge your IQOS ORIGINALS device.

• For the Holder: Press and release the button to check battery charge status. Two lights illuminated indicates your Holder is ready for 2 uses; one light for 1 use and no lights means no charge. You can also check Holder status on the Pocket Charger, by inserting the Holder, the right way up, then pressing and releasing the Pocket Charger button. Two lights illuminated indicate 2 uses remain; one light indicates 1 use and, no lights mean your Holder has no charge. The Holder can be charged up to 20 times with a fully-charged Pocket Charger.
• For the Pocket Charger: To check the charge level of the Pocket Charger, press and release the Pocket Charger Button- the status light will turn ON for 3 seconds to indicate battery status where 4 LEDs indicates your Pocket Charger is more than 75% charged while 1 LED indicates the need to charge. Although, it doesn’t need a full charge to work, we recommend fully charging the Pocket Charger before your first use.

• White lights on the Holder or the Pocket Charger indicate your IQOS ORIGINALS DUO device performs different operations including charging, resetting, ready to use status, fully charged status, or Pocket Charger is out of temperature range status etc. Red lights on the Holder or the Pocket Charger indicate that there is a device error including reset required, Holder malfunction, broken blade, device outside operational temperature status etc.

• If the light on your IQOS ORIGINALS ONE device blinks yellow, it means the battery is depleted and you should charge it. A red blinking light indicates a device error that will require a device reset. If the light blinks white twice your IQOS ORIGINALS ONE is outside of its operating temperature and returning it to its normal operating temperature is required.

• If the light on your IQOS ORIGINALS ONE blinks red, please reset the device. If it blinks yellow, the battery is depleted and needs to charge. If it blinks white twice return the device to its normal operating temperature to continue using it.
• For IQOS ORIGINALS DUO, a red light blinking on the Holder indicates the Holder is discharged, there is a malfunction or a broken blade. If the bottom Pocket Charger light blinks red, you should perform a reset.

• It’s easy to check
• FOR IQOS ORIGINALS ONE:
• Make a short press (less than 1 second) on the device button and release. The number of LEDs that illuminates corresponds to the approximate charge level in the device battery where 4 LEDs indicates that the battery is more than 75% charged and 1 LED indicates you need to charge your device.
• FOR IQOS ORIGINALS DUO:
Press and release the Pocket Charger Button. The Pocket Charger Status light will turn ON for 3 seconds to indicate battery status where 4 LEDs illuminating mean it is more than 75% charged and 1 LED indicates the need to charge.

• You can check either on the Holder itself or on the Pocket Charger. In either case, you can press and release the Button (on the Holder /Pocket Charger).
• In both cases, 2 white LED lights indicates the Holder has two uses, 1 white LED light indicates one use remains and no light indicates the Holder is not charged.

• You can use the IQOS AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device. But please be careful to use the right cable if considering a cable from an older device.
• For IQOS ORIGINALS ONE, you may only use the IQOS Multi USB cable since it also hosts a USB type C port. For IQOS ORIGINALS DUO, USB cables from IQOS 2.4 /2.4+ are not compatible because they are USB A – micro-USB cables.

• You won’t need to because all IQOS ORIGINALS devices come with their own AC Power Adaptor and dedicated charging cable.
• But you can also use the AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device.
• For IQOS ORIGINALS ONE, make sure you use the USB A to USB C charging cable that comes with your device. You can also use the IQOS MULTI USB cable since it hosts a USB type C port also.
• For ORIGINALS DUO make sure you use the USB – C to USB - C Cable that comes with your device, but USB cables from IQOS 2.4 /2.4P are not compatible because they are USB A – micro-USB cables.

You should store your IQOS ORIGINALS in a dry ventilated place and keep it within its operating temperature range (0°C - 40°C). Make sure not to expose it to excessive heat or moisture. If you haven’t used your IQOS ORIGINALS for a while first ensure it is within its operating temperature range then try to charge it fully before using it.

• If you have not used your IQOS ORIGINALS device for a long period of time, first, please try to charge it first. Please, ensure there is no visible damage or humidity present before usage. In case you notice any malfunctioning during the use of the product, please stop using the device.
• When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear for up to 15 minutes, but don’t worry as this is a normal process.

• First check to make sure there is no visible damage to your device – if there is, don’t try to charge it. Then check if any red lights are illuminated. A red light indicates a device error – if any red lights illuminate, then please follow the guidance in your user manual for error messages.
• For IQOS ORIGINALS DUO, please ensure the Holder is inserted the right way up - otherwise it won’t charge.
• Please note, when you start charging the battery after a long period of inactivity, i.e. when your battery has been completely depleted, the charging lights may not appear for up to 15 minutes. This is a normal process. If your IQOS ORIGINALS device is still not charging after this, please contact us (Markets to adjust).

• If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool cleaning can be quick and easy.
• You can start by gently removing residue from around the blade in the heating chamber as well as from inside the cap.
• We recommend cleaning your IQOS ORIGINALS device after finishing each pack of HEETS.

• With the dual cleaning tool, it’s easier than ever to clean and care for your IQOS ORIGINALS device, removing residue from those harder to reach places thanks to its innovative design. It should only take a minute to clean your IQOS ORIGINALS device. IN-DEPTH TEXT EXPLANATION FOR CLEANING IQOS ORIGINALS DEVICE
• Before you get started, make sure your device has cooled down since you last used it and your cleaning tool is in good condition.
• For IQOS ORIGINALS ONE, slide open the device cap to start cleaning the heating chamber.
• For IQOS ORIGINALS DUO, remove the cap on the holder, hold it upside down and gently tap to release any loose tobacco residue.
• For either device, next, open and insert the top tool into the heating chamber without twisting, until it touches the bottom of the heating chamber, rotating 3 times before removing it (without twisting).
• If you’re cleaning the blade, switch ends on the cleaning tool, align it carefully with the heating chamber and insert.
• Make 3 elliptical movements to gently clean the blade. Tap out any loose residue.
• Optionally, you can use cleaning sticks to finish, cleaning around the bottom of the chamber without touching the blade

• You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks.
• Regularly cleaning helps you save the taste you like and keeps your device in optimal condition. It only takes a minute. Of course, you can clean more frequently.
• Just make sure you only use IQOS cleaning products when you are cleaning your IQOS ORIGINALS device.

• For best results removing tobacco from your IQOS ORIGINALS device, let it cool down for at least 30 seconds first. Start by tapping the device gently on a hard surface to dislodge the blockage.
• Use the dual cleaning tool to gently remove any residue from around the base of the blade and the rest of the heating chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary.
• See iqos.com for more information including a short video demonstrating the recommended cleaning technique (Link).

• You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks to save the taste you prefer and to keep your device in optimal condition.
• For best results, let your IQOS ORIGINALS device cool down for at least 30 seconds before using the dual cleaning tool to remove residue from inside and outside the heating chamber including around the base of the ceramic blade.
• Our cleaning sticks can be an additional help cleaning either device.
• For IQOS ORIGINALS DUO you can also use the dual cleaning tool for cleaning the cap as well as the circular contacts on the Holder and on the Pocket Charger.
• Of course, you can clean more frequently if you wish to do so, but please ensure you only use IQOS cleaning tools to clean your IQOS ORIGINALS device(s) and avoid using household cleaning products.

• Updating firmware on your IQOS ORIGINALS devices is simple and just differs slightly depending on which device you are updating
• For IQOS ORIGINALS ONE, your first step is to connect the device via USB cable.
• Then if you are using Android or Desktop application, click on “Devices” tab, first check if a new firmware is version available. Click on “Upgrade firmware” and follow the instructions that appear.
• If you are upgrading the firmware in your web browser: first check in the device settings page if the firmware upgrade is available. Click on “Upgrade firmware” and follow the instructions that appear
• Or visit the following link: https://iqos-firmware-upgrade-app.com/sa/

During the firmware upgrade for your IQOS ORIGINALS device, the device goes through different stages and resets as the update progresses. This is normal.

• It’s easy to register your IQOS ORIGINALS device. Simply scan the QR code on the packaging to access the IQOS website where you can register your IQOS ORIGINALS device.
• The dialog box for the device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device. Then you need to fill in required information to register your device.

· The steps for checking battery level on your IQOS ORIGINALS device are easy to follow. They just differ slightly for each device:
• For IQOS ORIGINALS ONE press on the button in the middle of your device to show the battery level. Four LEDs illuminated indicates the battery is more than 75% charged while one LED illuminated indicates less than 25% battery charge
• For IQOS ORIGINALS DUO, press and release the Pocket Charger Button. This turns on the status light button for 3 seconds. If 4 LEDs illuminate this indicates your device is more than 75% charged while 1 LED illuminated means your need to charge your device.

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, marketing, and distribution of tobacco products in the US.

After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing 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*.

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

*Source: FDA’s marketing 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 HeatSticks variants, to be marketed in the US with a claim of reduced exposure to harmful chemicals. This makes IQOS the first and only tobacco heating system that has completed the Modified Risk Tobacco Product application process in the US with reduced exposure information.

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 scientific evidence on IQOS, the US FDA authorized the marketing 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*.

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

*Source: FDA’s marketing 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 products, 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 Morris International submitted a set of MRTP 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 decision, authorizing IQOS to be marketed 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 cigarettes to IQOS 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 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 marketing by the US FDA.
The IQOS system is the first and only tobacco heating system that has completed the Modified Risk Tobacco Product application process in the US with reduced exposure information.
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 the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

The US FDA decision, authorizing IQOS to be marketed in the US with reduced exposure information encourages Philip Morris International to continue its mission of replacing cigarettes with science-based, smoke-free products applying its responsible marketing practices.

The marketing practices of Philip Morris International must always adhere to the following four core principles:
1) PMI only markets and sells its products to adult smokers.
2) PMI warns consumers about the health effects of its products.
3) PMI’s marketing is honest, transparent and accurate.
4) PMI respects the law.

HEETS DIMENSIONS is a new collection of unique tastes, developed in collaboration with true taste masters.

The collection consists of 3 new offers:
1. HEETS DIMENSIONS APRICITY - Rich and Velvety
2. HEETS DIMENSIONS AMMIL MENTHOL - Mellow and Refreshing
3. HEETS DIMENSIONS YUGEN MENTHOL - Rich and Lively

No. HEETS DIMENSIONS are our premium range of HEETS to be sold permanently.

The HEETS DIMENSIONS collection has been developed in collaboration with true taste visionaries. Their unique perspective on taste helped create a new kind of sensations.

HEETS DIMENSIONS are more expensive than the HEETS SELECTION offers, because they have been developed in collaboration with world renowned taste masters and deliver a unique taste experience.

When you arrive at your selected store, the IQOS CLICK & COLLECT area will be clearly signposted. One of the store’s staff will greet you and then check the order confirmation email or SMS with your order’s QR code or your order’s ID respectively.

Please keep your proof of identity (official document, such as Jordanian ID card/Resident ID card/Driving License/ Passport) with you for ID check. The staff will then retrieve your order details and will ask you to confirm the items you’ve purchased with the IQOS CLICK & COLLECT option.

At that time, you will receive on your mobile phone an OTP (One Time Password) that you will need to share with the store’s staff in order to complete your pick-up. At the end, the store’s staff will link your purchased device to your iqos.com account, so that you can benefit from the IQOS Care Plus services, and will then hand your order over to you.

During the collection of your order, please don’t forget to have with you an official identification document, the order confirmation email or SMS from IQOS with your order’s QR code or your order’s ID respectively, and the mobile phone number you’ve registered on your iqos.com account.

Please have in mind that you need to collect the order yourself, and not through any representative of yours.

The store’s staff can help you retrieve your order at the collection point with your registered phone number (the mobile phone number you’ve registered on your iqos.com account).

When you arrive at your selected store, the IQOS CLICK & COLLECT area will be clearly signposted. One of the store’s staff will greet you, and get your mobile phone number.

Please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you for ID check. The staff will retrieve your order details and will ask you to confirm the items you’ve purchased with the IQOS CLICK & COLLECT option.

At that time, you will receive on your mobile phone an OTP (One Time Password) that you will need to share with the store’s staff in order to complete your pick-up.

At the end, the store’s staff will link your purchased device to your iqos.com account, so that you can benefit from the IQOS Care Plus services, and will then hand your order over to you.

During the collection of your order, please don’t forget to have with you an official identification document and the mobile phone number you’ve registered on your iqos.com account.

Please have in mind that you need to collect the order yourself, and not through any representative of yours.

Yes, this is a complementary service offered to IQOS adult customers. All IQOS CLICK & COLLECT orders are collected free of charge.

Please make sure you have the following with you when collecting your IQOS CLICK & COLLECT order at the store.

An official identification document, such as Saudi ID card/Resident ID card/Driving License/ Passport, so that your identity and age can be verified.

The mobile phone number you have registered on your iqos.com account, because an OTP (One Time Password) message will be sent to it while you’re at the store, which you’ll need to provide to the store’s staff for the completion of the pick-up.

The order confirmation email or SMS from IQOS, or the order’s ID number.

Please have in mind that you need to collect the order yourself, and not through any representative of yours.

No, there is no minimum order value required for the IQOS CLICK & COLLECT option when you shop on iqos.com.

However, not all IQOS products are part of this option currently. We continue to listen to our IQOS adult customers and we will do our best to match the assortment according to their needs.

As we are currently testing this service with our IQOS adult customers, we have included a predefined assortment of IQOS products in the IQOS CLICK & COLLECT option, and not the total range.

However, rest assured that we made sure to include a very good mix of the IQOS portfolio options and these are the following:

IQOS 3 DUO Warm Copper Limited Edition
IQOS 3 DUO System Stellar Blue
IQOS 3 DUO System Brilliant Gold
IQOS 3 DUO System Velvet Grey
IQOS 3 DUO System Warm White
IQOS 3 DUO Holder Stellar Blue
IQOS 3 DUO Holder Brilliant Gold
IQOS 3 DUO Holder Velvet Grey
IQOS 3 DUO Holder Warm White

If you wish to order IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can always that they get delivered to an address of your choice during checkout and as per the standard process, if delivery is available in your city.

No, your order will be processed in full.

You should choose one of two ways of receiving it during checkout:
(1) either delivery to an address of your choice,
(2) or collection at the store of your choice out of certain predefined store options.

You can collect your order at any time during the selected store’s operating hours.

The order will remain valid for 7 days from the date of purchase.

The IQOS CLICK & COLLECT orders will remain valid for 7 days from the date of purchase.

If you don’t collect your order within this timeframe, then it will be considered cancelled and you will be refunded accordingly.

If you're unable to collect your order within 7 days from the date of purchase, then your order will be automatically cancelled and you will be refunded accordingly.

Terms and Conditions apply.

Unfortunately you cannot amend your order at that point. But if you have changed your mind about the purchase, you can easily cancel your order on iqos.com or at the store and place a new one.

Refund terms and conditions will apply if you proceed with the cancellation of the order.

There are two ways to cancel your IQOS CLICK & COLLECT order:

1. Contact the IQOS Care team on +96262220555 and they will assist you.
2. At the selected store the retailer can assist you with the order’s cancelation. You will need to inform the store’s staff and they will trigger the cancellation process accordingly.
Once the cancellation is triggered, an OTP (One Time Password) message will be automatically sent to your mobile phone and you will be asked to share that OTP with the store’s staff for final confirmation.

Have in mind that if you do not collect the order within 7 days, auto cancellation is triggered.

Refund terms and conditions apply.

No. IQOS adult customers can only place an IQOS CLICK & COLLECT order when shopping online on iqos.com, by selecting that option at checkout.

Unfortunately not. Only the IQOS adult customer who purchased the IQOS products online on iqos.com can visit the selected store and collect the order.

For the collection at the store, please keep your proof of identity (official document, such as Jordanian ID card/Resident ID card/Driving License/ Passport) with you so that your identity and age can be verified.

The invoice will be mailed to your registered email address within 24 hours upon the collection of your order.

If you do not receive it within 24 hours since the order’s collection, please contact the IQOS Care team for assistance.

At this time we do not have the possibility to redirect your order to a delivery via courier.

What you can do however is to cancel this IQOS CLICK & COLLECT order and place a new one on iqos.com, for which you can choose the option of delivery to your address via courier at checkout.

Please note that we cannot guarantee that the same IQOS products of your choice will be in stock for your new order, therefore please check on iqos.com their availability prior to proceeding with the cancellation.

To cancel your IQOS CLICK & COLLECT order, you may use one of the two cancellation options mentioned in the FAQ.

Refund terms and conditions will apply if you proceed with the cancellation of the order.

Yes, the Tabby payment option is available for use on orders with the IQOS CLICK & COLLECT option.

Please refer to Tabby Payment Option FAQs for more details.

The location detection has been enabled to assist you in seeing the IQOS CLICK & COLLECT stores closest to your location.

You can choose to not provide your permission.

Please note that in this case the IQOS CLICK & COLLECT store list closest to you will not appear.

Unfortunately this is not possible. The IQOS CLICK & COLLECT stores are collection points for the orders placed and do not have the ability to amend an order.

Any changes you wish to make to your order will have to be done by placing a new order and cancelling the existing one.

Please note that we cannot guarantee that all your chosen IQOS products will be in stock at the time that you decide to place a new order, so make sure you check their availability on iqos.com prior to the cancellation.

If you wish to order HEETS or IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can choose that they get delivered to an address of your choice during checkout,if delivery is available in your city.

There is a predefined assortment of IQOS products in the IQOS CLICK & COLLECT option, and not the total range. These are the following:

IQOS 3 DUO System Stellar Blue

IQOS 3 DUO System Brilliant Gold

IQOS 3 DUO System Velvet Grey

IQOS 3 DUO System Warm White

If your order does not include the IQOS products above, then the IQOS CLICK & COLLECT option is not available.

If you wish to order IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can always choose that they get delivered to an address of your choice during checkout and as per the standard shipment process.

Of course. All return items will need to be collected from your location by our courier partner.

All return items must be returned in the original packaging and be unopened.

Once the item is collected and verified for completeness, refund terms and conditions will apply.

Delivery can take between 2 to 5 working days, depending on your city.

It is an online tool on iqos.com that allows you to quickly troubleshoot your IQOS device, if you are facing issues. It allows you to get an instant diagnosis, followed by instructions for what to do next. It will give you the answers you need in no time when it comes to fixing your device or notify you whether you’re eligible for a device replacement via our courier service or an IQOS Click & Collect partner store.

If your IQOS is accidentally damaged, visit one of the IQOS Authorized Partners to troubleshoot your device and collect your replacement device* instantly, if eligible.

Tamimi Qurtoba in Riyadh
Tamimi Khaleej in Dammam
Farm Jareer in Jeddah

Find the exact location on our store locator.
Terms and Conditions.

Yes, you can replace your device at one of our IQOS Click & Collect partner stores by following a few easy steps.

• Login in on iqos.com
• Go to your account and choose the tab ‘my devices’ in the left pane.
• Select the registered part of your IQOS device (Holder or Charger) that has an issue and click ‘Diagnose a problem’
• Follow the steps to troubleshoot your device. You will either be able to fix the issue instantly or be notified that you are eligible for a device replacement.
• In case you are eligible for a device replacement (Holder or Charger), you will be asked to choose your preferred method. Under ‘Shipping method & place order’, you can select the Click & Collect option and then choose the IQOS Click & Collect partner store where you can take your device to be replaced.

Yes, our international support helpline is on hand to support you whether you are on holiday or on a business trip. Should you have any issues with your IQOS in a country where it is available, the helpline can answer your questions, help you fix your device or direct you to the nearest IQOS store for more support.¹

¹Service options, IQOS device and its components’ availability, response and delivery times may vary according to the country.

Yes, this is a permanent new price, not a limited time offer. Any future price changes will be communicated separately.

The price change has no impact on the quality of the IQOS device or its performance. IQOS devices are manufactured in world-class facilities with no compromise on quality.

Currently, IQOS 3 DUO Holders and IQOS 3 DUO Pocket Chargers are out of stock, as individual products for sale. New prices for them will be communicated upon availability of the products.

Yes, there is absolutely no change in the customer care services that you can experience with IQOS. With our rapid replacement service, you won't have to wait too long for a new device to be delivered to you.

Check terms & conditions here.

The pioneering SMARTCORE INDUCTION SYSTEM™ in IQOS ILUMA and TEREA completely reinvents the way tobacco is heated. The heart of the new bladeless SMARTCORE INDUCTION SYSTEM™ is an innovative metal heating element placed inside the TEREA stick and coated with stainless steel for seamless heating of the tobacco. This means your tobacco is heated from the core instead of being burned for an altogether better, cleaner and more pleasurable experience. And on top of all that, it continues to emit on average 95% lower levels of harmful chemicals than cigarettes*. Important information: It does not necessarily equal a 95% reduction in risk. IQOS ILUMA is not risk-free. More on Important Information page.

1.Insert the TEREA stick up to the line on the filter until the holder vibrates and light(s) pulse(s). Heating starts automatically, or by pressing the button for 1 second
2.You can start using your device once the holder vibrates and the lights stay fixed
3.To signal the last 30 seconds of use or that the last 2 puffs are left, the holder will vibrate with the light(s) pulsing white
4.Dispose of the stick immediately after you’ve used it, simply by removing the stick from the holder and disposing of them according to your local waste disposal regulations
5.Insert the holder in the charger for recharging

No problem. Features and settings can be turned on or off via the IQOS app such as autostart, customization features, lock and unlock device. And do remember to register your device by scanning the QR code on your device. You’ll find it by removing the door cover of your IQOS ILUMA, under the wrap of your IQOS ILUMA PRIME, or on the back side of your IQOS ILUMA ONE. Alternatively, visit iqos.com (market to adjust URL depending on what they have on web) and follow the instructions on the screen. (Markets to adjust depending if they have the IQOS APP)

To reset your device, place the holder in the pocket charger and press the button for 10 seconds, then release. All of the lights will turn OFF, blink twice, and turn on again to confirm a RESET. That’s it, you’re done.

There are couple of ways you can check how many uses you have left. Either on the holder itself or by checking the pocket charger with the holder inside. Here’s how:
Checking on the holder: Tilt the holder towards you or short press the button. The lights will come on and indicate the battery level. When 2 lights are on it means the holder is ready for 2 uses and 1 light on means it’s ready for 1 use only.
Checking on the pocket charger: Short press the side button on the pocket charger with the holder inside the charger. The pocket charger light will turn on. 2 lights mean the holder is ready for 2 uses and 1 light on means ready for 1 use. You’re all set to enjoy your tobacco experience.

Checking the battery level of the pocket charger is easy. Simply short press the side button on the pocket charger. The pocket charger lights will turn on to indicate the battery level:

4 WHITE lights mean the battery is fully charged

3 WHITE lights mean up to 75% battery life remaining

2 WHITE lights mean up to 50% battery life remaining

1 WHITE light means up to 25% battery life remaining

YELLOW blinking lights displaying on the holder: This means the battery is depleted and the holder needs to be recharged. It’s pretty fast. IQOS ILUMA holder recharge times are:

1’ 50’’ for 0-1 Use*

3’ 25’’ for 1-2 Uses*

5’ 15’’ for 0-2 Uses*

*Please refer to the battery degradation section.

RED blinking light on the holder: You need to put the holder in the pocket charger and reset the device.

WHITE lights blink twice on the holder: This indicates your IQOS ILUMA is outside its operating temperature range of between >0°C/<40°C.

To reset your device, place the holder in the pocket charger and press the button for 10 seconds, then release. All of the lights will turn OFF, blink twice, and turn on again to confirm a RESET. That’s it, you’re done.

It’s quick and easy to charge your device but remember, it’s safer to use the power adapter and charging cable designed for IQOS ILUMA. It takes around 135 minutes to fully charge the pocket charger and up to 10 minutes to fully charge the holder for the first time after unpacking. The holder recharge times are:

-1’ 50” for 1 use*
-3’25” for 1-2 uses*
- 5’ 15” 0-2 uses*
-and 10’ 05” for its first charge out of the box*
*Please refer to the battery degradation section.

Yes, but only with the charging cable and power adaptor designed for IQOS 3 generations.

If your IQOS ILUMA doesn't start on its own then please:

Check that you’re only using TEREA sticks

Make sure they’re being placed in the right direction in the holder

Open the IQOS app and check if the autostart function has been accidentally deactivated

Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times

If the holder starts on its own without a TEREA stick inserted then please follow these steps:

Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times

If RESET doesn’t fix the problem, download the IQOS app and remove the autostart setting from the holder

Remember, you can start your tobacco experience manually by inserting your TEREA stick into the holder and pressing the button for two seconds to activate your experience. If it still doesn’t work, visit your nearest IQOS store and one of our agents will fix the problem for you or call our Call Center.

The great news is that cleaning the leather wrap is easy. Just grab a damp cloth and wipe it gently. Unfortunately, wraps are not covered by the warranty.

The all-new IQOS ILUMA with TEREA takes heated tobacco to the next level of tobacco enjoyment. Its innovative SMARTCORE INDUCTION SYSTEM™ heats the tobacco from within the TEREA stick, instead of burning it, for an altogether better, cleaner and more pleasurable experience. On top of all that, it continues to emit on average 95% lower levels of harmful chemicals than cigarettes. Important information: It does not necessarily equal a 95% reduction in risk. IQOS is not risk-free.

And TEREA offers a wide range of real tobacco flavors, whether you prefer rich and balanced or fresh and aromatic blends, to give you new depths of sensorial pleasure. There’s more. Innovative technology enhances and elevates your tobacco moments, while intuitive features and customization allow you to personalize your device to your tastes and needs. Plus, with our round-the-clock online troubleshooting tools, expert care and exclusive experiences to unlock, enjoy support and privileges that can inspire you.

IQOS ILUMA^TM is designed to be used only with SMARTCORE STICKS^TM.

Do not use IQOS ILUMA^TM and IQOS ILUMA^TM is designed to be used only with TEREA SMARTCORE STICKS^TM.

Do not use IQOS ILUMA^TM and TEREA SMARTCORE STICKS^TM with previous IQOS generations, as this may cause damage to your device.

Do not ingest or disassemble TEREA SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets. For more details, please refer to the Important Information section at iqos.com.

* “95% less” represents the average reductions in levels of a range of harmful chemicals (excluding nicotine) compared to the smoke of a reference cigarette (3R4F). See Important Information on IQOS.com

There are 5 stylish colours available for the new IQOS ILUMA, allowing you to personalize your own way; Pebble Beige, Pebble Grey, Denim Blue, Moss Green and Sunset Red.

Switching on and charging your device.

Charge your IQOS ILUMA fully by using the AC Power Adaptor and Charging Cable that comes with it. Then, to switch your device on, press the button on the side of the Pocket Charger for 4 seconds. To check the battery status of the Pocket charger, take out the holder and press the side button of the Pocket Charger.

1. Insert the TEREA stick up to the line on the filter until the holder vibrates and light(s) pulse(s). Heating starts automatically, or by pressing the button for 1 second

2. You can start using your device once the holder vibrates and the lights stay fixed

3. To signal the last 30 seconds of use or that the last 2 puffs are left, the holder will vibrate with the light(s) pulsing white

4. Dispose of the stick immediately after you’ve used it, simply by removing the stick from the holder and disposing of them according to your local waste disposal regulations

5. Insert the holder in the charger for recharging

IQOS ILUMA^TM is designed to be used only with SMARTCORE STICKS^TM. Do not use IQOS ILUMA^TM and IQOS ILUMA^TM is designed to be used only with TEREA SMARTCORE STICKS^TM.

Do not use IQOS ILUMATM and TEREA SMARTCORE STICKS^TM with previous IQOS generations, as this may cause damage to your device.

Do not ingest or disassemble TEREA SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed.

Keep out of reach of children and pets.

For more details, please refer to the Important Information section at iqos.com.

In order to provide our IQOS ILUMA users with an elevated tobacco experience, a slightly bigger and more robust device needed to be designed to accommodate the innovative new SMARTCORE INDUCTION SYSTEMTM technology.

Your experience will last up to 6 minutes or 14 puffs, whichever comes first.

Your IQOS ILUMA works best between 0 - 40℃, and TEREA tobacco sticks taste best when you keep them at room temperature. Here are a few storage tips:

-Keep your device away from water, direct sunlight and heat.

-Don’t leave your device in a hot place like inside a car because the lithium-ion battery and electric circuit board could be damaged, or significantly deteriorated.

-To ensure the best taste and to get the most from your device, we also recommend you avoid exposing your IQOS ILUMA and TEREA sticks to low temperatures for a long period of time.

-Store IQOS ILUMA or IQOS ILUMA PRIME and SMARTCORE STICKS™ in a clean, dry, cool place.

-Do not expose IQOS ILUMA or IQOS ILUMA PRIME and SMARTCORE STICKS™ to high humidity conditions or direct sunlight.

-Do not use SMARTCORE STICKS™ that have been exposed to excessive heat or moisture.

Additional information:

In cold outdoor conditions, the device may be able to start if it’s kept warm (e.g.in your coat pocket). Nevertheless, while using the holder, the cold outdoor temperature may lead to:

a. Lower performance of the aerosol

b. Not enough energy to match the (per tobacco stick) designed usage duration (up to 6’ or 14 puffs whichever comes first).

The IQOS ILUMA PRIME is our premium device and perfect for the most discerning users, with its innovative design and considered use of stunning materials. For example, the IQOS ILUMA PRIME holder and pocket charger come in an aluminum body with a leather or fabric wrap on the pocket charger.

IQOS ILUMATM is designed to be used only with SMARTCORE STICKSTM. Do not use IQOS ILUMA^TM and IQOS ILUMA^TM is designed to be used only with TEREA SMARTCORE STICKS^TM.

Do not use IQOS ILUMA^TM and TEREA SMARTCORE STICKS^TM with previous IQOS generations, as this may cause damage to your device.

Do not ingest or disassemble TEREA SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets.

For more details, please refer to the Important Information section at iqos.com.

IQOS ILUMA PRIME is available in 4 stylish colours; Gold, Black, Green and Taupe.

It won’t start because the IQOS ILUMA is designed to be used only with the brand new, fully sealed TEREA tobacco sticks. Its innovative SMARTCORE INDUCTION SYSTEM™ heats the tobacco from within the TEREA stick, instead of burning it, for an altogether better, cleaner and more pleasurable experience. And do remember that TEREA tobacco sticks won't work with previous IQOS generations and may cause damage to your device.

Used tobacco sticks have two indicators that tell you if they’ve been used. The paper around the filter is slightly creased, and there will be a slight tobacco vapor stain on the paper.

We recommend you dispose of the stick immediately after use to avoid any confusion. Another way to avoid reusing a TEREA stick is by placing it back in the pack upside-down. When you select your TEREA stick check that the wavy line is visible.

It’s nice and easy. Insert your TEREA stick into the IQOS ILUMA holder, making sure the TEREA logo is face up. If correctly inserted, the logo will remain visible when you push down gently.

And you’re ready to enjoy an elevated tobacco experience.

Actually, nothing. The device simply won’t start. It’s designed to start only when it detects that a TEREA stick has been inserted into it

TEREA sticks are designed to be used only with IQOS ILUMA, so don’t try and use TEREA sticks with blade IQOS devices because it might get damaged. That’s because the new SMARTCORE INDUCTION SYSTEM™ has no blade in the holder.

Instead, a metal heating element sits inside the TEREA stick. You will not be able to enjoy TEREA stick with IQOS 3 DUO blade technology.

Both TEREA with IQOS ILUMA and HEETS with previous IQOS blade devices heat the tobacco from inside, instead of burning it, without any smoke or ash and less smell than cigarettes. And on top of this, they emit on average 95% lower levels of harmful chemicals than cigarettes*. Important information: It does not necessarily equal a 95% reduction in risk. IQOS ILUMA is not risk-free.

Compared to HEETS sticks, TEREA sticks are sealed. So, when TEREA sticks are used with IQOS ILUMA there is no tobacco residue and no need to clean the device after use. Thanks to the all-new IQOS ILUMA and TEREA tobacco sticks, you may enjoy a better tobacco experience in a clean and effortless way. TEREA sticks are designed to be used only with IQOS ILUMA, but don’t worry, you can find our favorite HEETS tastes in the range of TEREA flavors. TEREA sticks contain metal part. Keep out of reach of children to prevent disassembly or ingestion.

When you’ve enjoyed your tobacco experience, dispose of the sticks immediately according to your local waste disposal regulations.

Yes, you can. TEREA sticks are compatible with any type of IQOS ILUMA. But don’t use them with previous IQOS generations, because you may damage your device.

Let’s get to know the innovative TEREA stick design and find out what makes it perform so well:

The heating element:

An innovative metal heating element, coated with stainless steel and placed inside the tobacco part of the stick for seamless heating of tobacco.

The tobacco part:

A carefully selected, finely ground and specially prepared tobacco blend.

The front seal:

Keeps your IQOS ILUMA holder clean after use with no tobacco residue left and ensures easy insertion and extraction of the tobacco stick.

The air-flow chamber:

Ensures that just the right amount of aerosol passes throughout the stick for a satisfying and easy draw.

The cooling plug:

Cools down the aerosol temperature. It’s made of cellulose acetate, which delivers the best cooling efficiency yet.

The protective wrap: Our new protective paper wrap contributes to a cleaner experience after use.

The filter:

This part of the TEREA tobacco stick is your mouthpiece.

To deliver you a cleaner experience.
The filter tips at both ends of TEREA sticks eliminate any residual tobacco falling out and circulating in your IQOS ILUMA. So you don’t have to clean your device every time you use it, like other brands.

TEREA tobacco sticks are designed to be used only with IQOS ILUMA devices that have SMARTCORE INDUCTION SYSTEMTM, which uses a metal heating element coated with stainless steel and placed inside a TEREA tobacco stick for heating of tobacco. TEREA tobacco sticks should be kept out of reach of children and pets at all times and should not be taken apart, as the metal heating element has sharp edges. Swallowed TEREA tobacco sticks can cause serious injury to internal organs due to the presence of this metal heating element. If TEREA tobacco sticks are swallowed, seek medical attention immediately. Always dispose of TEREA tobacco sticks immediately after use according to local waste disposal regulations.

Changing your IQOS ILUMA door cover to suit you is easy. You don’t need tools because the door is conveniently held in place by firm magnets.

First, a pivot opens the door of the pocket charger, then you can remove the door cover by pulling it from the sides.

To fit a new door cover, align it with the pivoting door and the magnets will pull it into place.

Changing the ring is straightforward, but you’ll need to use the ring removal tool that came with your new ring. Simply fit the tool on the holder ring and turn it anti-clockwise to unlock it.

Next, place the new ring onto the holder and use the tool to turn it clockwise to lock it into place. Your new IQOS ILUMA holder is now uniquely yours.

You can. Open the wrap fully on your device and pull it out, from the top down. Now you can easily remove it from the pocket charger. To attach your new wrap, slide the linear magnets into the same shaped recesses on the pocket charger. It’s now uniquely yours.

Holder Charging Dock

The Holder Charging Dock charges the IQOS ILUMA and IQOS ILUMA PRIME Holders. Allows for an easy access to the Holder in a stationary place. It’s easy and quick to use thanks to its magnetic connector. And it charges the Holder as fast as the Pocket Charger.

Charging Dock

The IQOS Charging Dock has an elegant and intuitive design. It charges your IQOS Pocket Charger and you can use the Holder while you wait. The IQOS Charging Dock is compatible with IQOS ILUMA, IQOS 3 DUO and IQOS 3.

IQOS ILUMA ONE Charging Dock

The IQOS ILUMA ONE Charging Dock charges the device while beautifully displaying it and allowing easy access while charging. The IQOS Charging Dock is only compatible with IQOS ILUMA ONE.

Ring Sets

Switch your device’s look as often as you want with our range of textured rings. Exclusively for IQOS ILUMA PRIME and IQOS ILUMA, they're small changes that may make a big difference.

RING SET:

Sets of three different colored rings with a handy removal tool that makes it easy to swap them to match your style and mood.

RING SET:

Our premium ring set contains three rings with different finishes to suit your style. It also comes with a handy removal tool.

IQOS ILUMA PRIME Wraps

From iridescent sheens and leather-like materials to soft-touch microfibre and fabrics with multicolor effect, all our new Wraps for IQOS ILUMA PRIME come in a variety of colours and materials that feel as good as they look. Your device also has a choice of full Wraps that replace the core device wrap and offer full coverage without compromising your experience.

Door Covers

To create a look that’s truly yours, take your pick from our new range of easily interchangeable Door Covers for IQOS ILUMA. With four different finishes and a choice of colours, let the collection inspire you to create a device more personal to you. And our premium door covers are made from solid aluminum and provide a more discerning way to customize your device.

Sleeves

Cover your IQOS ILUMA with the silicone Sleeve. It’s designed to help keep the device safe, looking good, and is available in multiple colorways. Easy to slip on, it protects your device from scratches and dents while providing an anti-slip grip for your comfort.

Cover your IQOS ILUMA with the fabric Sleeve Plus. It’s designed to help keep the device safe, looking good, and is available in multiple colorways. Easy to slip on, it protects your device from scratches and dents while allowing you to carry it easily thanks to its lanyard.

Trays

Disposal Tray for used sticks that comfortably holds 20 sticks, available in 4 vibrant colors with an improved closure and sealing system, and reducing the odor from the used sticks.