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We Care

This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Italy who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.

Care you can
count on.

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Select your Kit

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Is your device not working as it should? Try the DIY troubleshooting first to solve many of the problems your IQOS ILUMA ONE may have on your own.

Learn more

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Express Delivery

If your IQOS ILUMA ONE is not working and you are entitled to a swap, you can contact our Contact Service and easily receive a new device directly at home. Verify the coverage of the service.

Learn more

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International assistance

Are you traveling abroad? In case of problems with IQOS ILUMA ONE, our telephone international assistance is available for you in more than 40 countries! Register your IQOS and travel in comfort.

Learn more

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IQOS App and firmware upgrade

We’re always improving the technology that goes into your device. To make sure you continue to get the very best experience update your device to the latest firmware.

Learn more

Got a question?
Find the answer in our FAQs.


Something we haven’t covered?

There are several ways you can reach us.

  • Live chat icon
    Use our live chat

    Chat to our IQOS Experts in real time. They’re available every day from 9AM to 8PM. Just give them a message and they’ll say hello within seconds.

    Let's chat
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    Facebook us

    We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes.

    Our Facebook Page
  • Email icon
    Send us an email

    Write to us. Our inbox is never too full.

    Email us
  • Headset icon
    No question is too small

    Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

    Look through our FAQ
  • Calendar
    Request a call

    Always in a rush? Avoid waiting and request a call from an IQOS expert at most convenient time for you.

    Schedule an appointment
  • Phone icon
    Give us a ring

    Sometimes you just want to hear a
    human voice. We get it. That’s why our
    phone support line connects you directly
    to an IQOS expert.

    Get in touch
This product is not risk free and provides nicotine, which is addictive. Only for use by adults who would otherwise continue to smoke or use other nicotine products.