IQOS Account Frequently Asked Questions

IQOS is a better alternative to traditional cigarettes for adult smokers who would otherwise continue to smoke and want to experience real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked. IQOS is Philip Morris International’s most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release nicotine containing tobacco vapor. IQOS and HEETS tobacco sticks are only for use by adults. Please refer to Important Information for details. Important information: IQOS is not risk-free

You can order IQOS through our online shop with delivery in most cities across Saudi Arabia. IQOS is also available at IQOS Selling Stores. Click here to find stores near you.

The all-new IQOS ILUMA with TEREA takes heated tobacco to the next level. Its innovative SMARTCORE INDUCTION SYSTEM™ heats the tobacco from within the TEREA stick, instead of burning it, for an altogether better, cleaner experience. There’s more. Innovative technology enhances and elevates your experience, while intuitive features and customization allow you to personalize your device. Plus, with our round-the-clock online troubleshooting tools, expert care and exclusive experiences to unlock, enjoy support and privileges that can inspire you. Do not use IQOS ILUMA™ and TEREA™ sticks with previous IQOS™ generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. Find more information on www.iqos.com For more details, please refer to the Important Information section at www.iqos.com

There are 5 stylish colours available for the new IQOS ILUMA, allowing for personalization to make it truly yours; Pebble Beige, Pebble Grey, Denim Blue, Moss Green and Sunset Red.

Switching on and charging your device. Charge your IQOS ILUMA fully by using the AC Power Adaptor and Charging Cable that comes with it. Then, to switch your device on, press the button on the side of the Pocket Charger for 4 seconds. To check the battery status of the Pocket charger, take out the Holder and press the side button of the Pocket Charger.

To reset your device, place the Holder in the Pocket Charger and press the button for 10 seconds, then release. All of the lights will turn OFF, blink twice, and turn on again to confirm a RESET. That’s it, you’re done.

Start using your IQOS ILUMA by following a few simple steps:

1. Insert the TEREA stick up to the line on the filter until the holder vibrates and light(s) pulse(s). Heating starts automatically, or by pressing the button for 1 second
2. You can start using your device once the Holder vibrates and the lights stay fixed
3. To signal the last 30 seconds of use or that the last 2 puffs are left, the Holder will vibrate with the light(s) pulsing white
4. Dispose of the stick immediately after you’ve used it, simply remove the stick from the Holder and dispose of it in the most environmentally friendly way possible.
5. Insert the Holder in the charger for recharging

There are couple of ways you can check how many uses you have left. Either on the Holder itself or by checking the Pocket Charger with the Holder inside. Here’s how:
Checking on the Holder: Tilt the Holder towards you or short press the button. The lights will come on and indicate the battery level. When 2 lights are on it means the holder is ready for 2 uses and 1 light on means it’s ready for 1 use only.
Checking on the pocket charger: Short press the side button on the pocket charger with the holder inside the charger. The pocket charger light will turn on. 2 lights mean the holder is ready for 2 uses and 1 light on means ready for 1 use. You’re all set to begin your tobacco experience.

Checking the battery level of the pocket charger is easy. Simply short press the side button on the pocket charger. The pocket charger lights will turn on to indicate the battery level:
• 4 WHITE lights mean the battery is fully charged
• 3 WHITE lights mean up to 75% battery life remaining
• 2 WHITE lights mean up to 50% battery life remaining
• 1 WHITE light means up to 25% battery life remaining

YELLOW blinking lights displayed on the Holder: This means the battery is depleted and the Holder needs to be recharged. It's pretty fast, IQOS ILUMA holder recharge times are:

• 1’ 50’’ for 0-1 Use*
• 3’ 25’’ for 1-2 Uses*
• 5’ 15’’ for 0-2 Uses*

*Please refer to the battery degradation section. RED blinking light on the holder: You need to put the holder in the pocket charger and reset the device. WHITE lights blink twice on the holder: This indicates your IQOS ILUMA is outside its operating temperature range of between >0°C/<40°C.

It’s quick and easy to charge your device but remember, it’s recommended to use the original power adapter and charging cable designed for IQOS ILUMA. It takes around 135 minutes to fully charge the Pocket Charger and up to 10 minutes to fully charge the Holder for the first time after unpacking. The Holder recharge times are:

• 10’ 05” for its first charge out of the box*
• 1’ 50’’ for 1 Use*
• 3’ 25’’ for 1-2 Uses*
• 5’ 15’’ for 0-2 Uses*

*Please refer to the battery degradation section.

Yes, but only with the charging cable and power adaptor designed for IQOS 3 generation.

To ease and elevate your experience, IQOS ILUMA is packed full of new advanced features.
Autostart
Once your TEREA stick is correctly inserted, your holder will vibrate to let you know that the SMARTCORE INDUCTION SYSTEM™ has started preheating automatically. When it’s ready to use, the device will vibrate a second time. You can also start heating manually by pressing the side button.
Checking your Holder.
This smart gesture allows you to check how much battery is remaining in your holder. Simply tilt the Holder towards you when you’re not using it, and the lights on the holder will indicate the battery level.
Checking how much experience is left.
Double-tap your holder and the vibrations will indicate how much of your experience is left. For instance:

• 3 vibrations = 75-50%
• 2 = 50-25%
• 1 = <25%.

If your IQOS ILUMA doesn't start on its own then please:

• Check that you’re only using TEREA sticks

• Make sure they’re being placed in the right direction in the holder

• Open the IQOS app and check if the autostart function has been accidentally deactivated

• Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times

If the Holder starts on its own without a TEREA stick inserted then please follow these steps:

• Place the Holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times

Remember, you can start your tobacco experience manually by inserting your TEREA stick into the holder and pressing the button for two seconds to activate your experience. If it still doesn’t work, visit your nearest IQOS store or The IQOS Boutique at The Dubai Mall and one of our agents will fix the problem for you. Alternatively you can reach out to us through our Call Center.

The great news is that cleaning the leather wrap is easy. Just grab a damp cloth and wipe it gently. Unfortunately, wraps are not covered by the warranty.

Changing your IQOS ILUMA door cover is easy. You don’t need tools because the door is conveniently held in place by firm magnets. First, a pivot opens the door of the pocket charger, then you can remove the door cover by pulling it from the sides. To fit a new door cover, align it with the pivoting door and the magnets will pull it into place.

In order to provide our IQOS ILUMA users with an elevated tobacco experience, the innovative new SMARTCORE INDUCTION SYSTEM™ technology needed to be accommodated, resulting in a slighter larger and more robust device.

Your experience will last up to 6 minutes or 14 puffs, whichever comes first.

Your IQOS ILUMA works best between 0 - 40℃, and TEREA tobacco sticks taste best when you keep them at room temperature. Here are a few storage tips: -Keep your device away from water, direct sunlight and heat. -Don’t leave your device in a hot place like inside a car because the lithium-ion battery and electric circuit board could be damaged, or significantly deteriorated. -To ensure the best taste and to get the most from your device, we also recommend you avoid exposing your IQOS ILUMA and TEREA sticks to low temperatures for a long period of time. -Store IQOS ILUMA or IQOS ILUMA PRIME and SMARTCORE STICKS™ in a clean, dry, cool place. -Do not expose IQOS ILUMA or IQOS ILUMA PRIME and SMARTCORE STICKS™ to high humidity conditions or direct sunlight. -Do not use SMARTCORE STICKS™ that have been exposed to excessive heat or moisture. Additional information: In cold outdoor conditions, the device may be able to start if it’s kept warm (e.g.in your coat pocket). Nevertheless, while using the holder, the cold outdoor temperature may lead to: a. Lower performance of the aerosol b. Not enough energy to match the (per tobacco stick) designed usage duration (up to 6’ or 14 puffs whichever comes first).

The IQOS ILUMA PRIME is the premium flagship of the new IQOS ILUMA devices and perfect for the most discerning users, with its innovative design and considered use of stunning materials. For example, the IQOS ILUMA PRIME holder and pocket charger come in an aluminum body with a leather or fabric wrap on the pocket charger. IQOS ILUMA is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with IQOS devices of previous generations, as this may cause damage to your device. Do not ingest or disassemble TEREA sticks. This product contains a sharp metal part that can cause serious injury if swallowed. Keep out of reach of children. See important information.

IQOS ILUMA PRIME is available in 4 stylish colours; Gold, Black, Green and Taupe.

Changing the ring is straightforward, but you’ll need to use the ring removal tool that came with your new ring. Simply fit the tool on the holder ring and turn it anti-clockwise to unlock it. Next, place the new ring onto the holder and use the tool to turn it clockwise to lock it into place. Your new IQOS ILUMA holder is now uniquely yours.

Certainly. Open the wrap fully on your device and pull it out, from the top down. Now you can easily remove it from the pocket charger. To attach your new wrap, slide the linear magnets into the same shaped recesses on the pocket charger. It’s that simple.

The IQOS ILUMA ONE Charging Dock charges the device while beautifully displaying it and allowing easy access while charging. The IQOS Charging Dock is only compatible with IQOS ILUMA ONE. Ring Sets Switch your device’s look as often as you want with our range of textured rings. Exclusively for IQOS ILUMA PRIME and IQOS ILUMA, they're small changes that may make a big difference. IQOS ILUMA PRIME Wraps From iridescent sheens and leather-like materials to soft-touch microfibre and fabrics with multicolor effect, all our new Wraps for IQOS ILUMA PRIME come in a variety of colours and materials that feel as good as they look. Your device also has a choice of full Wraps that replace the core device wrap and offer full coverage without compromising your experience. Door Covers To create a look that’s truly yours, take your pick from our new range of easily interchangeable Door Covers for IQOS ILUMA. With a choice of colours, let the collection inspire you to create a device more personal to you. And our premium Door Covers are made from solid aluminum and provide a more discerning way to customize your device. Sleeves Cover your IQOS ILUMA with the Silicone Sleeve. It’s designed to help keep the device safe, looking good, and is available in multiple colorways. Easy to slip on, it protects your device from scratches and dents while providing an anti-slip grip for your comfort. Cover your IQOS ILUMA with the fabric Sleeve Plus. It’s designed to help keep the device safe, looking good, and is available in multiple colorways. Easy to slip on, it protects your device from scratches and dents while allowing you to carry it easily thanks to its lanyard. Trays Disposal Tray for used sticks that comfortably holds 20 sticks, available in 4 vibrant colors with an improved closure and sealing system, and reducing the odor from the used sticks.

IQOS is available in the following countries : Andorra, Albania, Armenia, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Canary Islands, Canada, Colombia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Hungary, Italy, Japan, Kazakhstan, Korea, La Réunion, Latvia, Lithuania, Malaysia, Mexico, Moldova, Monaco, the Netherlands, New Zealand, Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Ukraine, the Kingdom of Saudi Arabia, the United Arab Emirates, the United Kingdom, the U.S., and in some Duty Free shops..

In case you have any problems with your IQOS device, you can contact the IQOS Care Team on Facebook or X and they will assist you with the most suitable solution.

You can contact the IQOS Care Team on IQOS page on Facebook, X, or write us at contact.sa@iqos.com.

IQOS has been designed to work exclusively with HEETS tobacco sticks, and vice versa. It is only by using both together that you can take full advantage that the system provides and have been proven by PMI science. All Philip Morris International studies are based on the use of IQOS with HEETS tobacco sticks.

No. While switching completely to IQOS is a better choice than continuing to smoke cigarettes, IQOS is not risk-free and delivers nicotine, which is addictive. The best option is to quit tobacco and nicotine use altogether.

IQOS is a better alternative to cigarettes because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell than cigarettes. IQOS is less likely to bother those around you and leaves less lingering smell on hands, hair and clothes than cigarettes. Click here to watch the video.

No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapor that is what you see when using IQOS.

No. IQOS is not a smoking cessation device or intended as a device to quit smoking. If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.

Nicotine is addictive. However, it is not the main cause of smoking related diseases. IQOS delivers nicotine in a comparable way to cigarettes. PMI’s clinical studies show that the amount and rate of nicotine absorbed when using one HEETS™ stick with IQOS is comparable to that of smoking one cigarette.

PMI uses PMI Financials or estimates, IQOS user panels and PMI Market Research. The number of total users PMI reports refers to IQOS users for whom PMI HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days, while the number of people PMI estimates have completely quit cigarette smoking refers to IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

The FDA or Food and Drug Administration is a federal agency within the United States Department of Health and Human Services, one of the United States federal executive departments. The FDA is responsible for regulating the manufacturing, marketing, and distribution of tobacco products in the US. After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that: The IQOS system heats tobacco but does not burn it. The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals. Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*. Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. *Source: FDA’s marketing order for the IQOS system dated July 7, 2020.

MRTP stands for Modified Risk Tobacco Product. On July 7, 2020, the US Food and Drug Administration (FDA) authorized IQOS, along with three different HeatSticks variants, to be marketed in the US with a claim of reduced exposure to harmful chemicals. This makes IQOS the first and only tobacco heating system that has completed the Modified Risk Tobacco Product application process in the US with reduced exposure information. The US FDA decisions came after several years of reviews of all of the scientific evidence available on IQOS. Between the opening and the closure of the scientific review, the FDA asked 86 questions related to the applications, seeking clarifications or additional data. After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that: The IQOS system heats tobacco but does not burn it. The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals. Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*. Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. *Source: FDA’s marketing order for the IQOS system dated July 7, 2020.

The FDA, or the Food and Drug Administration, is the government agency in the United States responsible for protecting the public health. The FDA regulates a variety of consumer products, including tobacco. However, US law expressly prohibits making any claims, express or implied, that a tobacco product is “FDA approved,” as the statutory standards applicable to tobacco products are not intended to show, among other things, that a tobacco product is “safe” or “effective” (i.e., the standards applicable to drugs and medical devices) given that all tobacco products are not risk-free. Instead, the FDA authorizes (or not), the marketing of tobacco products as “modified risk tobacco products” in the US when they are intended to be sold with exposure modification or risk modification claims.​ Philip Morris International submitted a set of MRTP applications for the IQOS system. After thorough reviews, the FDA issued a modified exposure order recognizing that IQOS “significantly reduces the production of harmful or potentially harmful chemicals” and that “switching completely from conventional cigarettes to the IQOS system significantly reduces your body’s exposure to harmful or potentially harmful chemicals*. Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. *Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real-world conditions. These studies measured exposure to 15 harmful chemicals, and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

The US FDA decision, authorizing IQOS to be marketed with a reduced exposure information, show that IQOS is a fundamentally different product compared to cigarettes. IQOS is a better choice for adults who would otherwise continue smoking. Unlike cigarettes, the IQOS system heats tobacco instead of burning it. This significantly reduces the production of harmful or potentially harmful chemicals compared to cigarette smoke. Furthermore, scientific studies have shown that switching completely from cigarettes to IQOS significantly reduces the body’s exposure to harmful or potentially harmful chemicals.* Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. *Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real-world conditions. These studies measured exposure to 15 harmful chemicals, and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

Similar to IQOS heat-not-burn system, vaping products are smoke-free alternatives to continued smoking. However, there are also important differences between the two. E-cigarettes don’t contain tobacco. Instead, they heat an e-liquid containing nicotine and flavors to produce an aerosol. So far, no vaping product has been authorized for marketing by the US FDA. The IQOS system is the first and only tobacco heating system that has completed the Modified Risk Tobacco Product application process in the US with reduced exposure information. The FDA concluded that switching completely to IQOS reduces the body’s exposure to harmful or potentially harmful chemicals.* Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. *Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real-world conditions. These studies measured exposure to 15 harmful chemicals, and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

The US FDA decision, authorizing IQOS to be marketed in the US with reduced exposure information encourages Philip Morris International to continue its mission of replacing cigarettes with science-based, smoke-free products applying its responsible marketing practices. The marketing practices of Philip Morris International must always adhere to the following four core principles: 1) PMI only markets and sells its products to adult smokers. 2) PMI warns consumers about the health effects of its products. 3) PMI’s marketing is honest, transparent and accurate. 4) PMI respects the law.

The pioneering SMARTCORE INDUCTION SYSTEM™ in IQOS ILUMA and TEREA completely reinvents the way tobacco is heated. At the heart of the new bladeless SMARTCORE INDUCTION SYSTEM™ is an innovative metal heating element placed inside the TEREA stick and coated with stainless steel for seamless heating of the tobacco. This means your tobacco is heated from the core instead of being burned for an altogether better, cleaner and more consistent experience. More on Important Information page.

Let’s get to know the innovative TEREA stick design and find out what makes it perform so well: The heating element: An innovative metal heating element, coated with stainless steel and placed inside the tobacco part of the stick for seamless heating of tobacco. The tobacco part: A carefully selected, finely ground and specially prepared tobacco blend. The front seal: Keeps your IQOS ILUMA holder clean after use with no tobacco residue left and ensures easy insertion and extraction of the tobacco stick. The air-flow chamber: Ensures that just the right amount of aerosol passes throughout the stick for a consistent and improved draw. The cooling plug: Cools down the aerosol temperature. It’s made of cellulose acetate, which delivers the best cooling efficiency yet. The protective wrap: Our new protective paper wrap contributes to a cleaner experience after use. The filter: This part of the TEREA tobacco stick is your mouthpiece.

To deliver a cleaner experience. The filter tips at both ends of TEREA sticks eliminate any residual tobacco falling out and circulating in your IQOS ILUMA. So you don’t have to clean your device every time you use it.

TEREA tobacco sticks are designed to be used only with IQOS ILUMA devices that have SMARTCORE INDUCTION SYSTEM™, which uses a metal heating element coated with stainless steel and placed inside a TEREA tobacco stick for heating of the tobacco. TEREA tobacco sticks should be kept out of reach of children and pets at all times and should not be taken apart, as the metal heating element has sharp edges. Swallowed TEREA tobacco sticks can cause serious injury to internal organs due to the presence of this metal heating element. If TEREA tobacco sticks are swallowed, seek medical attention immediately. Always dispose of TEREA tobacco sticks immediately after use in the most environmentally friendly way possible.

Both TEREA with IQOS ILUMA and HEETS with previous IQOS blade devices heat the tobacco from inside, instead of burning it, without any smoke or ash and less smell than cigarettes.

Compared to HEETS sticks, TEREA sticks are sealed. So, when TEREA sticks are used with IQOS ILUMA there is no tobacco residue and no need to clean the device after use. Thanks to the all-new IQOS ILUMA and TEREA tobacco sticks, you may have a better tobacco experience in a clean and effortless way. TEREA sticks are designed to be used only with IQOS ILUMA, but don’t worry, you can find HEETS flavors in the range of TEREA flavors. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. Find more information on www.iqos.com

Yes, you can. TEREA sticks are compatible with any type of IQOS ILUMA. But are not compatible with previous IQOS generations, because you may damage your device.

When you’ve finished your tobacco experience, dispose of the sticks immediately according in the most environmentally friendly way possible.

It won’t start because the IQOS ILUMA is designed to be used only with the brand new, fully sealed TEREA tobacco sticks. Its innovative SMARTCORE INDUCTION SYSTEM™ heats the tobacco from within the TEREA stick, instead of burning it, for an altogether better, cleaner experience. And do remember that TEREA tobacco sticks won't work with previous IQOS generations and may cause damage to your device.

Used tobacco sticks have two indicators that tell you if they’ve been used. The paper around the filter is slightly creased, and there will be a slight tobacco vapor stain on the paper. We recommend you dispose of the stick immediately after use to avoid any confusion. Another way to avoid reusing a TEREA stick is by placing it back in the pack upside-down. When you select your TEREA stick check that the wavy line is visible.

It’s simple and easy. Insert your TEREA stick into the IQOS ILUMA holder, making sure the TEREA logo is face up. If correctly inserted, the logo will remain visible when you push down gently. And you’re ready to begin your experience.

Actually, nothing. The device simply won’t start. It’s designed to start only when it detects that a TEREA stick has been inserted into it.

TEREA sticks are designed to be used only with IQOS ILUMA, so don’t try and use TEREA sticks with blade IQOS devices because it might get damaged. That’s because the new SMARTCORE INDUCTION SYSTEM™ has no blade in the holder. Instead, a metal heating element sits inside the TEREA stick. TEREA is not compatibile with IQOS 3 DUO blade technology.

It is a program where adult users of IQOS can offer and get rewards by referring their adult friends who would otherwise continue to smoke or use other nicotine products, to IQOS.

When you refer an adult friend (18+) who is a current smoker or user of other nicotine products, your friend will receive a 30 SAR voucher applicable to the first purchase of an IQOS device and you will receive a 30 SAR voucher reward on your registered email (or by going to your account on iqos.com) that you can use on your future orders applicable on IQOS Devices and/or accessories only.

The IQOS Friends Program is open to all adult smokers and users of other nicotine products residing in the Kingdom of Saudi Arabia, if they have never redeemed a referral code before and do not already have an IQOS device linked to their profile.

To refer an adult friend who smokes or uses other nicotine products, you can simply login to your account on iqos.com (or register your device if you haven't done so already) and send your adult friend who smokes or uses other nicotine products the referral code from your iqos.com account via the Whatsapp or SMS link. They can use that code to avail their 30 SAR voucher on their first purchase of an IQOS device.

Your adult friend’s 30 SAR voucher is redeemable online on iqos.com or at one of our selected authorized locations.

If your adult friend, who smokes or uses other nicotine products, decides to buy, you will also receive a 30 SAR reward voucher that you can use in your future orders on iqos.com. Remember, multiple discount voucher codes can be used against a single order (on IQOS devices and/or accessories only), unless the other promotion has terms and conditions that state otherwise.

You can refer up to 10 adult friends (18+) who are smokers or users of other nicotine products in the IQOS Friends Program..

You can only redeem one referral code. This referral code offers you a 30 SAR voucher on your first IQOS device purchase.

Referral vouchers are not redeemable on TEREA.

You should see the referral code in the Whatsapp / SMS message you received from your adult friend using IQOS, or your adult friend using IQOS may share it with you in person.

You can invite your friends¹ after registering your device. The first 10 friends¹ who purchase an IQOS device are eligible for a 30 SAR voucher on this purchase. Once 10 of your friends¹ use your referral code and benefit from the vouchers, your code will become inactive. Please check the terms and conditions to learn more or contact the IQOS Team if you need further help.

Your voucher is valid for a period of 60 days from the day you receive it.

You are eligible to participate in the Trade-in Program if:

(i) you are an IQOS user aged over 18 years old;

(ii) your personal details and your Device are registered in the Kingdom of Saudi Arabia (“KSA”) IQOS database; and

(iii) your main residence is in KSA

(iv) your Device is a complete unit which comprises of the pocket charger and holder (which are each in one part), except for IQOS 3 MULTI or IQOS Originals One which is one unit.

We recommend you to check if the device is linked to your IQOS database account prior to visiting the offline store. For your convinience you may register your personal details and your Device in the database at iqos.com or by calling the customer service center 800-8500017.

You are not required to possess the charging cable, original box, or other accessories complimentary to the Device to participate in Trade-in Program.

The Trade-in Program is provided at iqos.com, through customer service center, at the IQOS Store Boulevard Riyadh City, and in selected authorized IQOS partner stores in KSA. To get information about the channels where the Program is available, contact the customer service center.

We recommend you to check if the device is linked to your IQOS database account prior to visiting the offline store. You may register your personal details and your Device in the database at iqos.com or by calling the customer service center 800-8500017.

Should you participate in the Program, you are limited to a maximum of one trade-in which is to be used for the purchase of one IQOS ILUMA device.

Both functioning and broken devices can be traded-in as long as:

(i) you are an IQOS user aged over 18 years old;

(ii) your personal details and your Device are registered in the Kingdom of Saudi Arabia (“KSA”) IQOS database; and

(iii) your main residence is in KSA

(iv) your Device is a complete unit which comprises of the pocket charger and holder (which are each in one part), except for IQOS 3 MULTI or IQOS Originals One which is one unit.

With the exception of the following Devices that are not eligible for trade-in:

(i) Devices with damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;

(ii) Devices with a serial number that has been altered, defaced or removed;

(iii) Devices that have been opened, serviced, modified or altered in a manner not authorized by us or manufacturer.

No. According to Trade-in Program rules, you will be eligible to trade in your Device and receive a trade-in value which equates to 40% of the purchase price of the IQOS ILUMA device which you intend to purchase. The trade-in value must then be used against the purchase price of the selected IQOS ILUMA device.

The trade-in value cannot be used for the purchase of any other products.

We offer express delivery (within 3 hours) and standard delivery (same day or within 1 to 5 days) depending on the city and the order date and time. The relevant delivery time will be displayed to you at the shipping stage, and on the order confirmation email.

We offer free delivery for orders worth 105 SAR or more. For orders less than 105 SAR, a delivery charge of 25 SAR applies. For a limited period of time, Express Delivery fees will be waived for orders worth 105 SAR or more.

We offer express delivery (within 3 hours) and standard delivery (same day or within 1 to 5 days) depending on the city and the order date and time. The relevant delivery time will be displayed to you at the shipping stage, and on the order confirmation email.

We offer free delivery for orders worth 105 SAR or more. For orders less than 105 SAR, a delivery charge of 25 SAR applies. For a limited period of time, Express Delivery fees will be waived for orders worth 105 SAR or more.

We accept the following payment methods: Visa, MasterCard and MADA card.

In addition, you can choose to pay in installments with no interest or fees, by selecting Tabby* at checkout.

*Terms and conditions apply.

Cash payments are currently not accepted.

Your card will get charged once the order has been confirmed online.

Yes, your presence is required to sign the delivery and you need to show your ID to the courier.

If you would like to amend or cancel your order please contact the IQOS Care Team.

Once an order has been shipped, it is not possible to amend or cancel it, and you will need to return the items for a refund or replacement.

The returns policy entitles you to return a purchased item within 7 days from the date of delivery.

Devices must be returned in the original packaging and be unopened.

You can initiate a return order by contacting the CSC via contact.sa@iqos.com.

Refund of devices returned will be initiated once the item has been received in the warehouse and checked for completeness and accuracy

We accept the following payment methods: Visa, MasterCard and MADA card. In addition, you can choose to pay in installments with no interest or fees, by selecting Tabby* at checkout. *Terms and conditions apply. Cash payments are currently not accepted.

Yes, your presence is required to sign the delivery and you need to show your ID to the courier.

Your card will get charged once the order has been confirmed online.

If you would like to amend or cancel your order please contact the IQOS Care Team. Once an order has been shipped, it is not possible to amend or cancel it, and you will need to return the items for a refund or replacement.

The returns policy entitles you to return a purchased item within 7 days from the date of delivery. Devices must be returned in the original packaging and be unopened. You can initiate a return order by contacting the CSC via contact.sa@iqos.com. Refund of devices returned will be initiated once the item has been received in the warehouse and checked for completeness and accuracy

When you arrive at your selected store, the IQOS CLICK & COLLECT area will be clearly signposted. One of the store’s staff will greet you and then check the order confirmation email or SMS with your order’s QR code or your order’s ID respectively. Please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you for ID check. The staff will then retrieve your order details and will ask you to confirm the items you’ve purchased with the IQOS CLICK & COLLECT option. At that time, you will receive on your mobile phone an OTP (One Time Password) that you will need to share with the store’s staff in order to complete your pick-up. At the end, the store’s staff will link your purchased device to your iqos.com account, so that you can benefit from the IQOS Care Plus services, and will then hand your order over to you. During the collection of your order, please don’t forget to have with you an official identification document, the order confirmation email or SMS from IQOS with your order’s QR code or your order’s ID respectively, and the mobile phone number you’ve registered on your iqos.com account. Please have in mind that you need to collect the order yourself, and not through any representative of yours.

The store’s staff can help you retrieve your order at the collection point with your registered phone number (the mobile phone number you’ve registered on your iqos.com account). When you arrive at your selected store, the IQOS CLICK & COLLECT area will be clearly signposted. One of the store’s staff will greet you, and get your mobile phone number. Please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you for ID check. The staff will retrieve your order details and will ask you to confirm the items you’ve purchased with the IQOS CLICK & COLLECT option. At that time, you will receive on your mobile phone an OTP (One Time Password) that you will need to share with the store’s staff in order to complete your pick-up. At the end, the store’s staff will link your purchased device to your iqos.com account, so that you can benefit from the IQOS Care Plus services, and will then hand your order over to you. During the collection of your order, please don’t forget to have with you an official identification document and the mobile phone number you’ve registered on your iqos.com account. Please have in mind that you need to collect the order yourself, and not through any representative of yours.

Yes, this is a complementary service offered to IQOS adult customers. All IQOS CLICK & COLLECT orders are collected free of charge.

Please make sure you have the following with you when collecting your IQOS CLICK & COLLECT order at the store. An official identification document, such as Saudi ID card/Resident ID card/Driving License/ Passport, so that your identity and age can be verified. The mobile phone number you have registered on your iqos.com account, because an OTP (One Time Password) message will be sent to it while you’re at the store, which you’ll need to provide to the store’s staff for the completion of the pick-up. The order confirmation email or SMS from IQOS, or the order’s ID number. Please have in mind that you need to collect the order yourself, and not through any representative of yours.

No, there is no minimum order value required for the IQOS CLICK & COLLECT option when you shop on iqos.com. However, not all IQOS products are part of this option currently. We continue to listen to our IQOS adult customers and we will do our best to match the assortment according to their needs.

As we are currently testing this service with our IQOS adult customers, we have included a predefined assortment of IQOS products in the IQOS CLICK & COLLECT option, and not the total range. However, rest assured that we made sure to include a very good mix of the IQOS portfolio options and these are the following: IQOS 3 DUO Warm Copper Limited Edition IQOS 3 DUO System Stellar Blue IQOS 3 DUO System Brilliant Gold IQOS 3 DUO System Velvet Grey IQOS 3 DUO System Warm White IQOS 3 DUO Holder Stellar Blue IQOS 3 DUO Holder Brilliant Gold IQOS 3 DUO Holder Velvet Grey IQOS 3 DUO Holder Warm White If you wish to order IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can always that they get delivered to an address of your choice during checkout and as per the standard process, if delivery is available in your city.

No, your order will be processed in full. You should choose one of two ways of receiving it during checkout: (1) either delivery to an address of your choice, (2) or collection at the store of your choice out of certain predefined store options.

When you shop on iqos.com, you will be given the IQOS CLICK & COLLECT option at checkout, where you’ll also be asked to select the store of your choice among the below choices: Eastern Region: Al Hofuf – Tamimi Hassa Al Khobar – Tamimi Khuzama Dammam – Tamimi Khaleej Jubail – Tamimi Jubail Ras Tanura – Farm Ras Tanura Qatif – Farm Qatif Central Region: Arar – Farm Arar Hafer Al Batin – Tamimi King Faisal Hail – Lulu Hail Khafji – Farm Khafji Al Jawhra Riyadh - Tamimi Nakheel Riyadh - Tamimi Nuzha Riyadh - Tamimi Rawdah Sakaka – Farm Sakaka Tamimi – Tamimi Unayzah We continue to add more locations to our IQOS CLICK & COLLECT service network – please stay tuned.

You can collect your order at any time during the selected store’s operating hours. The order will remain valid for 7 days from the date of purchase.

The IQOS CLICK & COLLECT orders will remain valid for 7 days from the date of purchase. If you don’t collect your order within this timeframe, then it will be considered cancelled and you will be refunded accordingly.

If you're unable to collect your order within 7 days from the date of purchase, then your order will be automatically cancelled and you will be refunded accordingly. Terms and Conditions apply.

Unfortunately you cannot amend your order at that point. But if you have changed your mind about the purchase, you can easily cancel your order on iqos.com or at the store and place a new one. Refund terms and conditions will apply if you proceed with the cancellation of the order.

There are two ways to cancel your IQOS CLICK & COLLECT order: 1. Contact the IQOS Care team on 8008500017 and they will assist you. 2. At the selected store the retailer can assist you with the order’s cancelation. You will need to inform the store’s staff and they will trigger the cancellation process accordingly. Once the cancellation is triggered, an OTP (One Time Password) message will be automatically sent to your mobile phone and you will be asked to share that OTP with the store’s staff for final confirmation. Have in mind that if you do not collect the order within 7 days, auto cancellation is triggered. Refund terms and conditions apply.

No. IQOS adult customers can only place an IQOS CLICK & COLLECT order when shopping online on iqos.com, by selecting that option at checkout.

Unfortunately not. Only the IQOS adult customer who purchased the IQOS products online on iqos.com can visit the selected store and collect the order. For the collection at the store, please keep your proof of identity (official document, such as Saudi ID card/Resident ID card/Driving License/ Passport) with you so that your identity and age can be verified.

The invoice will be mailed to your registered email address within 24 hours upon the collection of your order. If you do not receive it within 24 hours since the order’s collection, please contact the IQOS Care team for assistance.

At this time we do not have the possibility to redirect your order to a delivery via courier. What you can do however is to cancel this IQOS CLICK & COLLECT order and place a new one on iqos.com, for which you can choose the option of delivery to your address via courier at checkout. Please note that we cannot guarantee that the same IQOS products of your choice will be in stock for your new order, therefore please check on iqos.com their availability prior to proceeding with the cancellation. To cancel your IQOS CLICK & COLLECT order, you may use one of the two cancellation options mentioned in the FAQ. Refund terms and conditions will apply if you proceed with the cancellation of the order.

Yes, the Tabby payment option is available for use on orders with the IQOS CLICK & COLLECT option. Please refer to Tabby Payment Option FAQs for more details.

The location detection has been enabled to assist you in seeing the IQOS CLICK & COLLECT stores closest to your location. You can choose to not provide your permission. Please note that in this case the IQOS CLICK & COLLECT store list closest to you will not appear.

Unfortunately this is not possible. The IQOS CLICK & COLLECT stores are collection points for the orders placed and do not have the ability to amend an order. Any changes you wish to make to your order will have to be done by placing a new order and cancelling the existing one. Please note that we cannot guarantee that all your chosen IQOS products will be in stock at the time that you decide to place a new order, so make sure you check their availability on iqos.com prior to the cancellation.

If you wish to order HEETS or IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can choose that they get delivered to an address of your choice during checkout,if delivery is available in your city.

There is a predefined assortment of IQOS products in the IQOS CLICK & COLLECT option, and not the total range. These are the following: IQOS 3 DUO System Stellar Blue IQOS 3 DUO System Brilliant Gold IQOS 3 DUO System Velvet Grey IQOS 3 DUO System Warm White If your order does not include the IQOS products above, then the IQOS CLICK & COLLECT option is not available. If you wish to order IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can always choose that they get delivered to an address of your choice during checkout and as per the standard shipment process.

The IQOS CLICK & COLLECT service introduced on iqos.com is now available in the following cities and areas: Eastern Region: Al Hofuf – Tamimi Hassa Al Khobar – Tamimi Khuzama Dammam – Tamimi Khaleej Jubail – Tamimi Jubail Ras Tanura – Farm Ras Tanura Qatif – Farm Qatif Central Region: Arar – Farm Arar Hafer Al Batin – Tamimi King Faisal Hail – Lulu Hail Khafji – Farm Khafji Al Jawhra Riyadh - Tamimi Nakheel Riyadh - Tamimi Nuzha Riyadh - Tamimi Rawdah Sakaka – Farm Sakaka Tamimi – Tamimi Unayzah We continue to add more locations to our IQOS CLICK & COLLECT service network – please stay tuned.

Of course. All return items will need to be collected from your location by our courier partner. All return items must be returned in the original packaging and be unopened. Once the item is collected and verified for completeness, refund terms and conditions will apply.

Tabby is a simple and convenient payment option that allows you to buy IQOS products from IQOS.com and pay later in monthly installments with no interest or fees provided that you are qualified to use Tabby services and subject to the terms and conditions of Tabby. Note that the Tabby payment option is only available at checkout with orders that include the IQOS 3 DUO System or the IQOS Collection.

Simply select Tabby at checkout and confirm your purchase with a 4-digit SMS PIN sent to your mobile. You can pay using any credit or debit card.

Delivery timings are not affected by the payment method. Standard procedures apply.

If you would like to cancel your order, please contact the IQOS Care Team. Once an order has been shipped, it is not possible to amend or cancel it, and you will need to return the items for a refund or replacement. The returns policy entitles you to return a purchased item within 7 days from the date of delivery. Devices must be returned in the original packaging and be unopened. General terms of sale apply.

After the IQOS Care Team processes and confirms your cancellation, your refund will be reflected on card. Depending on your bank, it may take up to 20 days for the refund to appear on your card statement.

No interest or additional fees will be applied to your order amount. Note that this excludes late fees.

You will receive an email and SMS notification from Tabby when your monthly payment is due. You can also see all your upcoming due payments in your Tabby account.

Once you have completed the checkout process and made your first payment with Tabby, your Tabby account will automatically be created, and a notification email and SMS will be sent to you. Your Tabby account will be linked to your mobile number and email address.

Installment payments will need to be made on or before the required due date through your Tabby account. You will be notified prior to the installment due date through email and SMS. You can also choose pay for your purchases before the due date by simply logging into your Tabby account and making a secure payment with either a debit or credit card.

Yes, but you will need to contact Tabby on +966 11 520 2646 to update your Tabby account information.

If you miss a payment, unfortunately, you will not be able to make any further purchases with Tabby until your overdue payment is settled. A late fee of 15 SAR is charged 15 days after you have missed your monthly installment payment. If you have not repaid for another two weeks, an additional late fee of 30 SAR is applied, and in 4 weeks after your initial due date, another 60 SAR will apply.

Payments are split into monthly installments over 3 or 6 months. If your order is less than 500 SAR, the 3-month installment option will be available only. If your order is 500 SAR or above, the 6-month installment option will also be available for you to choose.

In order to change your account email address, you need first to login and visit your account page. For updating your email, you can visit the “Email & Password” section and click on the “edit” icon. After changing your email address, click on “Apply” and save the changes.

In order to change your account password, you need first to login and visit your account page.
For updating your password, you can visit the “Email & Password” section and click on the “edit” icon. After changing your email address, click on “Apply” and save the changes.

You can update your address at any time via your customer account.
You can access your customer account on IQOS.com on your account detail.
After logging in, please navigate to "Address Book" and then change your address.

If you have registered on IQOS.com and have given your consent for marketing communication, then you have to take out marketing opt in. Simply, go to your IQOS profile, by selecting “My account” and tick off to unsubscribe from marketing communication.

In case you purchased your device on IQOS.com, your device will be automatically registered. If you purchased your device at one of our distributors, you can register yourself. Please use the same e-mail address for registration that you used when you made the purchase. Registration only takes a few minutes. Simply visit https://sa.iqos.com/en/devices and follow the step-by-step instructions (please have your IQOS device number and mobile phone number ready)

If you’ve already registered your device, you can find the device number online in your IQOS profile. Alternatively, the device number can be found on the bottom of the original packaging for your IQOS device as well as on the invoice.