IQOS INTERNATIONAL ASSISTANCE
Who/what is covered by the IQOS International Assistance?
The IQOS International Assistance is applicable only when all three of the following conditions are met:
(i) you are an adult IQOS consumer;
(ii) yourself and your IQOS device are registered;
and (iii) you experience an issue with your IQOS Device when travelling in one of the countries where the service is available. Please go to section In which countries does the service apply for the full list of countries where the service is available.
How long does coverage under this service last?
The service is offered within the duration of your IQOS voluntary warranty valid in the country of purchase.
How much does it cost?
The service is a free service that is made available to all registered IQOS consumers.
How does the service work?
If you need support while abroad, contact the IQOS Customer Care toll free number* +800 2559 2559 for assistance. Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88*.
Calling from following countries may require dialing as below. Please consult your operators’ requirements before travelling.
Canada - 011 800 2559 2559;
Colombia - 009 800 2559 2559;
Israel - 014 800 2559 2559;
Japan - 001 010 800 2559 2559 (KDD); 0033 010 800 2559 2559 (NTT); 0041 010 800 2559 2559 (JT); 0061 010 800 2559 2559 (IDC).
Russia - 810 800 2559 2559;
South Korea - 001 800 2559 2559; 002 800 2559 2559 (Dacom); 004 800 2559 2559 (Korea Telecom)
*Certain charges may apply, please consult your operator for details.
Before placing the call, please ensure that you have on hand your complete temporary address (i.e. Hotel name and address).
Can I contact my home IQOS Customer Care to assist with the replacement?
Your home IQOS Customer Care will assist you for replacement when you are located in the country where your device is registered.
For any device issues or inquiries while travelling outside your country, please contact the IQOS International Assistance toll free number *+800 2559 2559.
I am a registered customer but my device is not registered. Can I still be supported by IQOS Customer Care when travelling?
Only registered IQOS consumers can benefit from the service. If your device is not registered, our Customer Care agents will be able to assist you with device registration prior to providing you with the support.
We advise customers to always have their devices registered in the country of residence in order to have a smooth support while you travel.
Do I need to return the faulty device?
In most cases, you will keep the replaced component. Exceptions may occur in some markets jurisdiction whereby you will be requested to return the replaced component at the time the new component is delivered to you.
If not, what should I do with it?
The symbol (add the trash bin image) on the device or on its packaging indicates that this product and its individual parts (including batteries) must not be disposed of with your other household waste.
Instead, it is your responsibility to dispose of your waste equipment by handing it over to a designated collection point for the recycling of waste electrical and electronic equipment.
Amongst other, waste batteries can be returned free of charge at the point of sales.
For more information about where you can drop off your waste equipment for recycling, please contact your local city office, your local household waste disposal service or the shop where you purchased the device.
In which countries does the service apply?
IQOS support service is available for adult IQOS consumers residing in and travelling within the following countries:
- Greek Cyprus
- Czech Republic
How fast will I get a replacement device if I contact IQOS International Assistance?
The device replacement will be sent within one to four days, depending on the local service provider’s required time to deliver and your location.
Do I need to make any payment for this replacement?
Replacement is free for registered customers.
I tried calling IQOS International Assistance toll free number but it doesn’t work. Why? And what should I do?
Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details).
I am travelling and there is an IQOS store near my hotel. Can I exchange my device there?
Your free replacement offered under this service will occur only after calling IQOS International Assistance toll free number.
Depending on the country where you travel, there is a possibility that you receive a replacement in one of the IQOS Stores. You will receive all necessary information during the call at IQOS International Assistance.
Which IQOS device version will I get as replacement?
The proposed device version will correspond to the version which is being available in the visited country at the time of the replacement request.
I bought a device during a trip abroad and I’m now back in my country of residence. Who should I contact in case I need support with my device?
As you are not travelling, you can call your local Customer Care Center in your country of residence. We advise you to register your device before calling in order that have a smooth and quick support from our agents.