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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.

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Care you can count on.

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Select your Kit

An Azure Blue IQOS ILUMA device.

Troubleshooting

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

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Express Delivery

If your IQOS ILUMA 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.

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International assistance

Are you traveling abroad? In case of problems with IQOS ILUMA, our telephone international assistance is available for you in more than 65 countries. Register your IQOS and travel in comfort.

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Un dispositivo Sunset Red IQOS ILUMA su un tavolo.

Travelling with IQOS

Discover the guide with useful information on how to travel with your tobacco heating device. You’ll find advice on how to use and carry your IQOS devices during your next trip.

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IQOS App and firmware upgrade

We are constantly improving the technologies in your device. To make sure you always have the best possible experience, check if the latest firmware update is available.

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Got a question?
Find the answer in our FAQs.

FAQs

Something we haven’t covered?

There are several ways you can reach us.

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Chat in real time with an IQOS Expert, available every day from 9am to 8pm.

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Search for the stores closest to you where you can purchase IQOS and Lil devices, accessories, discover the services dedicated to you or receive assistance.

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Make a telephone appointment with an IQOS Expert at a time that is most convenient for you.

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Talk to an IQOS Expert. Available every day from 7.00 to 22.00.

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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.