FAQ

Conversion Support

I am not sure if IQOS is for me. Can I try IQOS before I buy it?: Yes, we provide IQOS guided trial and offer a test drive for 7 days free of charge.
I am new to IQOS. Do you offer any personalised assistance? Is it free of charge?: 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 and effective QOACH program.
Your personal QOACH 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? From deciding which type of HEETS tobacco sticks suits your taste preferences best, to explaining how to clean your device, to providing tips about IQOS whenever you need it, our highly trained QOACHES will accompany and motivate you every step of the conversion journey.
How can I enrol in the personalised assistance program?: Please contact Customer Care
IQOS contant center: 4767 or 0800 507 807
Working hours: 09:30 - 21:30, every day
or ask for enrollment in the nearest IQOS store.
Who can enrol in this program?: To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS. That’s it!