How to reach us.

Can't find the answer to your question or is your product not functioning properly? Contact our IQOS Care team directly. We’ll find a solution.

Use our live chat

Chat to our IQOS experts in real time. They’re available every day from 8:00-21:00. Just send us a message and we’ll answer within seconds. 

Let’s chat

Online-diagnostic tool

Your IQOS device flashes red or does not work properly? With this online-diagnostic tool, we will find the solution to the problem together in just a few steps. At any time.

Learn more


Whether via chat, Facebook or by phone: This is how you can contact IQOS CARE, your IQOS support team.

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

Visit us on YouTube

Support around the clock, with interesting how-to videos and up-to-date tutorials: You’ll find many helpful videos on our YouTube channel.

Our YouTube channel

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.
Daily from 08:00-21:00
on 0800 1114 767

Got a question?
Find the answer in our FAQs.

See FAQs

IQOS store finder

You want to visit us in store? Find all IQOS stores, pop-up stores and IQOS corners in Germany – also in your area.

Find a store 

International assistance

If you are on a holiday or travelling for work in a country where IQOS is available and your device is damaged, let us know. Free replacements are also possible there. 

Learn more 

Deliveries and returns

You’d like to know when your IQOS order is going to arrive? Or how IQOS returns work? You'll find all the information here.

Learn more