IQOS Iluma 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

Yes, IQOS is currently available through the IQOS online shop and at IQOS selling stores in Kuwait.

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 InformationImportant 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

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.

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, Bahrain, 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, Kuwait, 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 through any of the care channels via Facebook, X, Email: contact.kw@iqos.com , Phone: 222 055 47 or even through live chat on 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.

Yes! - IQOS can be found on Instagram in Kuwait!
Launched in May 2023, the channel can be found on @iqoskuw where you can find dynamic content, helpful tips on care and be up to speed on everything in the world of IQOS.
Check it out and follow today!
You can also find IQOS on other social channels - Facebook Kuwait (iqos.kw), Twitter (iqos_kw) and YouTube (IQOS Kuwait) where you can access a wealth of care information and content.
You can also reach out to these channels for support on any questions you may have pertaining to your IQOS device.

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 AC Power Adaptor was removed to reduce electronic waste and carbon footprint.
If you already have one or several AC Power Adaptors from previous IQOS devices, you can continue using them.
If you are purchasing an IQOS device for the first time, you can buy the AC Power Adaptor online or at any IQOS selling store.
Alternatively, you can use a 3rd party Certified AC Power Adaptor (with the safety certification mark).
If you use a 3rd party charging cable, ensure it is designed to deliver up to 2 Ampers. Ensure it supplies 10W (5V 2A - 5 Volts 2 Ampers. Indicated on the packaging on the AC Power Adaptor itself).

Yes, 5V 3A (5 Volts 3 Ampers) can be used to charge IQOS ILUMA devices. However, the charging current will remain 5V 2A.

Yes, it can be used.

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 (21+) who is a current smoker or user of other nicotine products, your friend will receive a 3 KWD voucher applicable to the first purchase of one of IQOS ILUMA devices and you will receive a 3 KWD 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 ILUMA Devices and/or accessories only.

The IQOS Referral program is open to all adult smokers and users of other nicotine products residing in the State of Kuwait, 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 3 KWD voucher on their first purchase of an IQOS device.
Your adult friend’s 3 KWD 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 3 KWD 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 (21+) 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 3 KWD 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 adult smoker friends after registering your device. The first 10 adult friends who purchase an IQOS device are eligible for a 3 KWD voucher on this purchase. Once 10 of your adult friends 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.

We offer express delivery (within 5 hours) and standard delivery (same day, next day or within 3 working 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.

Delivery is free for orders worth 9 KWD or more. For orders under 9 KWD, a delivery charge of 2 KWD applies. For a limited period of time, Express Delivery fees will be waived for orders worth 9 KWD or more.

We accept the following payment methods: Visa and MasterCard.
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 14 days from the date of delivery.
Devices must be returned in the original packaging and be unopened.
You can initiate a return order by calling us on 22205547.
Refund of devices returned will be initiated once the item has been received in the warehouse and checked for completeness and accuracy.

You are eligible to participate in the Trade-in Program if:
(i) you are an IQOS user aged over 21 years old;
(ii) your personal details and your Device are registered in the State of Kuwait (“Kuwait”) IQOS database; and
(iii) your main residence is in Kuwait
(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. You may register your personal details and your Device in the database at iqos.com or by calling the customer service center 222 055 47.
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 and in selected authorized IQOS partner stores in Kuwait. 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 222 055 47.

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 21 years old; (ii) your personal details and your Device are registered in the State of Kuwait (“Kuwait”) IQOS database; and (iii) your main residence is in Kuwait (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 30% 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 cashed or used for the purchase of any other products.

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://kw.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.