Frequently Asked Questions

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.

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.

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 by removing the stick from the Holder and disposing of them according to your local waste disposal regulations

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..

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.

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.

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.

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:

-1’ 50” for 1 use*

-3’25” for 1-2 uses*

- 5’ 15” 0-2 uses*

-and 10’ 05” for its first charge out of the box*

*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.

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.

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

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

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.

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.

TEREA Dimensions will no longer be available in Kuwait as of end of April 2024. We have a growing TEREA porfolio, with currently 8 different flavours for you to choose from.

If you are using TEREA Yugen Menthol, we recommend you try Terea Purple Wave which is a similar aromatic and mentholated flavour.

If you are using TEREA Apricity, we recommend you try Terea Sienna or TEREA Teak which are similar rich and balanced flavours.

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.

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.

Holder Charging Dock

The Holder Charging Dock charges the IQOS ILUMA and IQOS ILUMA PRIME Holders. Allows for an easy access to the Holder in a stationary place. It’s easy and quick to use thanks to its magnetic connector. And it charges the Holder as fast as the Pocket Charger.

Charging Dock

The IQOS Charging Dock has an elegant and intuitive design. It charges your IQOS Pocket Charger abnd you can use the Holder while you wait. The IQOS Charging Dock is compatible with IQOS ILUMA and previous generation IQOS 3 DUO devices.

IQOS ILUMA ONE Charging Dock

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.

RING SET:

Sets of three different colored rings with a handy removal tool that makes it easy to swap them to match your style and mood.

RING SET:

Our premium ring set contains three rings with different finishes to suit your style. It also comes with a handy removal tool.

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 a better alternative to 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 intended 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.

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

.

IQOS 3 DUO is designed to work in a wide range of outside temperature, but HEETS tobacco stick tastes best when the device is used between 0°C and 50°C.

In case you have any problems with your IQOS device, get in touch with the IQOS Care Team through any of the care channels via Facebook or Twitter , Email: contact.kw@iqos.com , Phone: 222 055 47 or even through live chat on iqos.com 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, Twitter, Email: contact.kw@iqos.com , Phone: 222 055 47 or even through live chat on iqos.com.

Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62–71% isopropanol.

Dispose of the used wipes in a bin.

Next, thoroughly clean the inside area of the Holder surrounding the blade and the whole cap with the dedicated IQOS Cleaning Tool and IQOS Cleaning Sticks. Dispose the used sticks in the bin.

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.

Follow this quick guide and get ready to use your IQOS 3.

TURNING ON
To turn the IQOS 3 Pocket Charger on or off, press the button at the top for 4 seconds.

BATTERY LEVEL

IQOS 3 Holder
Check if the Holder is charged by pressing the central button. No light tells you it’s time to recharge the Holder.

IQOS 3 Pocket Charger
Tap the button at the top to check the battery level. 4 bars show a full charge. One bar flashing means it’s time to plug the Pocket Charger into a power outlet using the original IQOS Power Adaptor and Cable.

HOW TO USE
To use your IQOS 3, gently insert a HEETS stick into the Holder. Don’t twist it. If you do, you risk breaking the blade. After you’ve inserted the HEETS stick, press and hold the Holder button. You’ll feel a vibration and the light will pulse slowly. That means that the Holder is getting ready.
When you feel two vibrations and the status light is steadily on, it means you’re good to go.

 

If you feel two vibrations again, that means your IQOS time is nearly up. Slide the IQOS 3 Holder open, remove the HEETS stick, and slide it back to close the Holder. Place the Holder back in the Pocket Charger.

While the IQOS 3 Holder is in the Pocket Charger, watch the small round light on top of the Pocket Charger. When it’s blinking, it means that the Holder is charging. When the light comes back on, it means that you can take the Holder out and can start using IQOS again.

Click here  to watch the video.

Make sure your IQOS 3 is ready when you want to use it.

IQOS 3 HOLDER
First check the small status light on your IQOS 3 Holder to see the battery level by pressing the button. No lights tells you it’s time to recharge the Holder.

To do so, insert the IQOS 3 Holder in the IQOS 3 Pocket Charger. The small light at the top of the Pocket Charger will start blinking, which means that the Holder is charging. Once the light stops blinking, you can take the Holder out.

IQOS 3 POCKET CHARGER
Tap the IQOS 3 Pocket Charger button to check the battery level.
4 bars show a full charge.
One bar flashing means it’s time to plug the Pocket Charger into a power outlet using the original IQOS Power Adaptor and Cable. 
The IQOS 3 Pocket Charger will need to be charged every 20 uses and takes 2 hours for a full charge.

Click here  to watch the video.

Cleaning your IQOS 3 is simple.

Use the IQOS Cleaning Tool and just follow these 3 steps:

Slide the cap from the Holder after waiting for it to cool down for at least 30 seconds since the last use.
Tap out any loose tobacco from the Holder.

Carefully insert the IQOS Cleaning Tool inside the Holder until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the Holder and tap it once more to remove any remaining loose tobacco.

After every 20 sessions, use the IQOS Cleaning Sticks to further clean the Holder. Simply clean with them the bottom of the Holder’s inside, gently and without touching the blade. Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 every day for an optimal taste experience.

Click here  to watch the video.

You can easily reset your IQOS 3 by pressing and holding the Pocket Charger button for 8 seconds and then releasing. Battery status light will fade in, blink twice, and then progressively fade in to confirm a reset.

The smart blade self-cleaning process is automatically activated after every 20 sessions, when the Holder is charging. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process easier while ensuring the best tobacco taste experience.

The IQOS 3 does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the Holder up to 20 times.

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 Pocket Charger using the original IQOS Power Adaptor and USB Cable.

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.

A red blinking light can occur on:
• Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C) -> Wait until device is within temperature limits.
• Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device.

Still no luck? Please contact the IQOS Care Team or ask for assistance at the nearest IQOS store.

Any red light (steady or blinking) indicates that there is a device error. 

Please, perform a reset of your device and try using it again.

Still no luck? Please contact the IQOS Care Team.

Holder vibrations are activated in the following situations:
• At the start of heating (once you press the Holder button to start)
• When the experience is nearly complete (30 seconds prior to the end).

IQOS Holder vibration
• Vibration begins and a light pulses when you press and hold the heating button. This indicates the beginning of the experience (that you can experience a tobacco stick for about 6 minutes or 14 puffs whichever comes first).
• Vibration and blinking begin when there are 30 seconds or 2 puffs left. This indicates that the IQOS Holder will switch off automatically.

IQOS has been designed to work exclusively with HEETS tobacco sticks, and vice versa.
It is only by using both together that you can fully experience what the system has to offer.

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.

Important information: IQOS is not risk-free.

Click here to watch the video.

IQOS tobacco heating devices and e-cigarettes are both smoke-free alternatives to cigarettes for adults who would otherwise continue to smoke or use other nicotine products. Both are electronic devices that do not generate smoke, like cigarettes do. There is one feature that distinguishes IQOS from e-cigarettes: contrary to vaporizing an e-liquid, IQOS heats real tobacco, releasing a tobacco vapor.

    

E-cigarettes, also called electronic cigarettes, are a popular smoke-free category of products without tobacco. These battery-powered devices vaporize a liquid solution that contains nicotine and/or flavors, also known as an e-liquid.

 

IQOS is a tobacco heating system. Thanks to sophisticated electronics, IQOS heats specially designed heated tobacco units up to 350°C, without combustion, fire, ash, or smoke. This generates a flavorful nicotine-containing vapor, releasing the true taste of tobacco.

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 states that IQOS emits 95% lower levels of harmful chemicals compared to cigarettes. The percentage (95%) refers to the average reduction of the levels of certain constituents prioritized for action by renowned public health organizations such as the WHO and the US FDA, and which are found in IQOS tobacco vapor, when compared to the smoke from a 3R4F reference cigarette. The exact percentage reduction depends on the specific list being referenced. To this effect, PMI collects the tobacco vapor and smoke under the Health Canada Intense machine-smoking regime (55 mL puff volume, 2 second puff duration, 30 second interval puff) using a comparison on a per stick basis. Reduction calculations exclude nicotine.

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.

It is a cigarette independently designed by the University of Kentucky in the US for scientific research purposes. It is a comparator commonly used in tobacco research, which allows the data of a given study to be compared to that of another study. 3R4F research cigarettes are not commercially available to consumers.

The first-time registration voucher gives IQOS Registered customers 10% voucher redeemable on the purchase price of their first IQOS Device (currently redeemable on any IQOS ILUMA device) and is exclusive to Legal age (+21) adult smokers or users of other nicotine products.

The 10% voucher is equivalent to the following:

- 3.5 KWD voucher on IQOS ILUMA PRIME device

- 2.5 KWD voucher IQOS ILUMA device

- 1.5 KWD voucher on IQOS ILUMA ONE device

Yes, the voucher can be combined with a referral voucher which is part of the Referral Program Referral Program leading to a larger purchase discount on their first IQOS device.

If you are an adult (+21) smoker or user of other nicotine containing products, a resident of Kuwait, a first time IQOS purchaser and successfully registered your account details, you can avail the voucher through simply purchasing the device following the creation of an account. At checkout the discount code will automatically be applied if there are no other devices linked to your account.

No, the voucher is solely intended for you and cannot be transferred to another person or third-party.

You can order HEETS, including HEETS DIMENSIONS, from the comfort of your home through the IQOS online shop and you can also find them at various tobacco selling stores near you in Kuwait.

There is a range of 10 HEETS offers available that can cater to a variety of taste preferences, 7 under the HEETS SELECTION line-up and 3 under the new collection of HEETS DIMENSIONS.

HEETS SELECTION
1. HEETS BRONZE SELECTION
2. HEETS SIENNA SELECTION
3. HEETS TEAK SELECTION
4. HEETS AMBER SELECTION
5. HEETS YELLOW SELECTION
6. HEETS SILVER SELECTION
7. HEETS TURQUOISE SELECTION MENTHOL

HEETS DIMENSIONS
1. HEETS DIMENSIONS APRICITY
2. HEETS DIMENSIONS AMMIL MENTHOL
3. HEETS DIMENSIONS YUGEN MENTHOL

The recommended retail selling price of a pack of HEETS SELECTION is 0.800 KWD, and 1.000 KWD for a pack of HEETS DIMENSIONS.

Please visit this page to learn more.

Yes, HEETS tobacco sticks contain nicotine, which is addictive.

Nicotine is naturally present in the tobacco used in HEETS. It is released in the tobacco vapor that is generated during the IQOS usage.

The taste of HEETS tobacco sticks used with IQOS device is different from cigarettes because tobacco is heated rather than burned.

By heating the tobacco, the true taste of the tobacco is released.

HEETS tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste that replicates as much as possible what adult smokers expect.

Click here to watch the video.

 

The HEETS tobacco sticks are designed specifically for use with the IQOS device. They have an optimal length, diameter and design for the IQOS Holder. 

HEETS tobacco sticks are designed to last for the same duration and number of puffs as cigarettes. However, this can vary depending on how you use the product.

If you have difficulties inserting the HEETS tobacco sticks in the IQOS Holder, we advise you to first check whether:
• There is any tobacco residue left in the Holder
• The heating blade is cleaned regularly
• The Holder Cap is fully closed

If the above is all right, you can try to pre-heat the IQOS Holder prior to inserting the HEETS tobacco stick:

IQOS 3 / IQOS 3 DUO:
• Press the Holder Button to start heating
• Wait for 2-3 seconds for pre-heating
• Gently insert the tobacco stick

IQOS 3 MULTI:
• Open the lid
• Press the Button to start heating the device
• Wait for 2-3 seconds for pre-heating
• Gently insert the tobacco stick

If none of the above solutions help, please contact the IQOS Care Team for assistance.

HEETS DIMENSIONS is a new collection of unique tastes, developed in collaboration with true taste masters.

The collection consists of 3 new offers:
1. HEETS DIMENSIONS APRICITY - Rich and Velvety
2. HEETS DIMENSIONS AMMIL MENTHOL - Mellow and Refreshing
3. HEETS DIMENSIONS YUGEN MENTHOL - Rich and Lively

No. HEETS DIMENSIONS are the new premium range of HEETS and will be available permanently.

The HEETS DIMENSIONS collection has been developed in collaboration with true taste visionaries. Their unique perspective on taste helped create a new kind of experience.

HEETS DIMENSIONS are more expensive than the HEETS SELECTION offers, because they have been developed in collaboration with world renowned taste masters and deliver a unique and more complex taste experience. 

Follow this quick guide and get ready to use your IQOS 3 DUO.
 

TURNING ON
To turn the IQOS 3 DUO Pocket Charger on or off, press the button at the top for 4 seconds.

BATTERY LEVEL

IQOS 3 DUO Holder
Tap the button and check the small status lights to see the battery level. No lights tells you it’s time to recharge the Holder.

IQOS 3 DUO Pocket Charger
Tap the button at the top to check the battery level. If the lights’ status is low, plug the charger into a power outlet using the original IQOS Power Adaptor and Cable.
  

HOW TO USE
To use your IQOS 3 DUO, gently insert a HEETS stick into the Holder. Don’t twist it. If you do, you risk breaking the blade. After you’ve inserted the HEETS stick, press and hold the Holder Button. You’ll feel a vibration and the lights will pulse slowly. That means that the Holder is getting ready. When you feel two vibrations and the status light is steadily on, it means you’re good to go.
   

If you feel two vibrations again, your IQOS time is nearly up. Slide the IQOS 3 DUO Holder open, remove the HEETS stick, and slide it back to close the Holder. Tap the Holder Button to see the device’s status. Remember: one light means there’s one use remaining. You can use IQOS again or place the Holder back in the Pocket Charger.
   

While the IQOS 3 DUO Holder is in the Pocket Charger, watch the small lights on top of the Pocket Charger. When they’re blinking, it means that the Holder is charging. When both rounded lights are on, it means that the Holder is fully charged. 

Click here to watch the video.

Make sure your IQOS 3 DUO is always ready when you want to use it.

IQOS 3 DUO HOLDER
First check the small status lights on your IQOS 3 DUO Holder to see the battery level by pressing the button. 2 lights means it is fully charged and you can use it twice. 1 light means 1 use. No lights tells you it’s time to recharge the Holder.

To recharge the Holder, insert it in the IQOS 3 DUO Pocket Charger. After inserting the Holder in the Pocket Charger, the small lights at the top of the Pocket Charger will start blinking, which means that the Holder is charging.
Once the two rounded lights stop blinking, you can take the Holder out.

IQOS 3 DUO POCKET CHARGER
Tap the IQOS 3 DUO Pocket Charger button at the top to check the battery level.
4 bars show a full charge. One bar flashing means it’s time to plug the Pocket Charger it into a power outlet using the original IQOS Power Adaptor and Cable. 
The IQOS 3 DUO Pocket Charger will need to be charged every 20 uses and takes 2 hours for a full charge.

Click here to watch the video.

Cleaning your IQOS 3 DUO is simple.

Use the IQOS Cleaning Tool and just follow these 3 steps:

Slide the cap from the Holder after waiting for it to cool down for at least 30 seconds since the last use.
Tap out any loose tobacco from the Holder.

Carefully insert the IQOS Cleaning Tool inside the Holder until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the Holder and tap it once more to remove any remaining loose tobacco.
After every 20 sessions, use the IQOS cleaning sticks to further clean the Holder. Simply clean with them the bottom of the Holder’s inside, gently and without touching the blade.
Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 DUO every day for an optimal taste experience.

Click here to watch the video.

Learn how you can quickly reset your IQOS 3 DUO in 2 simple steps:

• Make sure the IQOS 3 DUO Holder is inside the Pocket Charger.
• Press and hold the button at the top of the Pocket Charger for 10 seconds until the lights blink twice and then fade out.

Gradually, the lights will turn on and off again, at which point the reset will be completed.

Click here to watch the video.

The IQOS 3 DUO has the fastest and most powerful Holder within the IQOS family. Inspired by the feedback of IQOS customers, it has been designed around your needs:
• It offers two consecutive uses without Holder recharging
• Faster Holder charging allows you to focus on your experience and not worry about recharge:
- At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
- At least 1min 40sec faster than charging the Holder of IQOS 3*
• It hosts our IQOS ProtectPlus™ System for better protection.

*provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

To check the charge level of the IQOS 3 DUO Pocket Charger, press & release the Pocket Charger button.

The Pocket Charger status light will turn on for 3 sec to indicate the battery status:
• 4 LEDs = more than 75% charged
• 1 LED = low charge. Need to charge.

It takes approximately 120 minutes to fully charge the IQOS 3 DUO Pocket Charger from an electrical outlet. Only charge IQOS 3 DUO device using the Original IQOS Power Adaptor and USB Cable.

The IQOS 3 DUO system does not require a full charge to work, however we recommend to fully charge the device before the first usage.
If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.

You can use the IQOS Power Adaptor from the previous device versions. However, IQOS 3 DUO USB cable hosts a USB-C port.

You can check the Holder status (How many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger:

To check the status on the Holder:
• Press and release the button of the Holder:
- 2 lights – ready for two uses
- 1 light – ready for one use
- No light – Holder not charged

To check the Holder status on the Pocket Charger*:
• Press and release the Pocket Charger button
- 2 lights – ready for two uses
- 1 light – ready for one use

*If an IQOS customer uses a mixed version of the IQOS 3 DUO Holder with the IQOS 3 Pocket Charger, it can be that in some cases the firmware of IQOS 3 Pocket Charger should be upgraded in order to be able to recognize when the Holder is ready for 1 use.

IQOS 3 DUO enables you to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger.

Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use.

• If you need the second use right away, your Holder is instantly ready for it.

• If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses available again.

IQOS 3 DUO Holder vibrations are activated in the following situations:

• At the start of the heating (once you press the Holder button to start) - one vibration
• When the device is ready to be used – two vibrations
• When the experience is nearly complete (30 seconds prior the end) - two vibrations.

Follow this quick guide and get ready to use your IQOS 3 MULTI.

TURNING ON
To turn IQOS 3 MULTI on or off, press the button for 4 seconds.

BATTERY LEVEL
Check if your IQOS 3 MULTI is turned on by pressing the button for 1 second.
Lights are showing at the bottom? IQOS 3 MULTI is ready to go.
No light tells you it’s time to recharge IQOS 3 MULTI with the IQOS Power Adaptor and Cable.

HOW TO USE
To use it, rotate the IQOS 3 MULTI lid and insert the HEETS stick.
Push it gently down to the filter line and make sure you don't twist the stick. If you do, you risk breaking the blade.
  

Press and hold the button until you feel a vibration. The light will begin to pulse as your IQOS 3 MULTI heats up.
  

Your IQOS 3 MULTI will then vibrate twice and the light will turn solid white. This means you are ready to go.

When the light begins to pulse and your device vibrates twice again, that means your IQOS 3 MULTI time is almost over.

When the light fades out completely, pull the cap and remove the used stick.

When fully charged, IQOS 3 MULTI can be used for 10 consecutive experiences. 

Click here to watch the video.

Make sure your IQOS 3 MULTI is ready when you want to use it.

Check the battery level of your IQOS 3 MULTI by pressing the central button.

The bar lights at the bottom will show how much charge is left in your IQOS 3 MULTI.

• 4 bars show a full charge.
• No bars means it is time to plug IQOS 3 MULTI into a power outlet using the original IQOS Power Adaptor and Cable.

Check that the bar light is pulsing, since this confirms that your IQOS 3 MULTI is charging.

IQOS 3 MULTI will need to be charged every 10 uses and takes 90 minutes for a full charge.

Click here to watch the video.

Cleaning your IQOS 3 MULTI is simple.
Use the IQOS Cleaning Tool and just follow these steps:

• Slide the cap from the IQOS 3 MULTI after waiting for it to cool down for at least 30 seconds since the last use.

• Tap out any loose tobacco from the IQOS 3 MULTI.

• Carefully insert the IQOS Cleaning Tool inside the IQOS 3 MULTI until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the IQOS 3 MULTI and tap it once more to remove any remaining loose tobacco.

After every 20 sessions, use the IQOS Cleaning Sticks to further clean the IQOS 3 MULTI . Simply clean with them the bottom of the IQOS 3 MULTI inside, gently and without touching the blade.

Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 MULTI every day for an optimal taste experience.

Click here to watch the video.

You can easily reset your IQOS 3 MULTI by pressing and holding the button for 10 seconds and then releasing.

The lights will fade in and out to confirm a reset.

The smart blade self-cleaning process is automatically activated after every 10 back-to-back sessions, when the device is connected to a power outlet. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process effortless while ensuring the best tobacco taste experience.

The IQOS 3 MULTI does not require a full charge to work. If the device is fully charged you may use it for up to 10 back-to-back sessions without recharging.

It takes approximately 75 minutes to fully charge the IQOS 3 MULTI. Only charge IQOS 3 MULTI using the Original IQOS Power Adaptor and USB Cable.

You can easily check the charge level by following these simple steps:

• Press the IQOS 3 MULTI button for 1 second
• The Battery status lights will turn on and indicate the level of charge.

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.

Any red light indicates that there is a device error or that the device operates outside its operating temperature (0 - 50°C).

In such a case, please perform a reset of your device and try again.

IQOS 3 MULTI vibrations are activated in the following situations:

• At the start of heating (Once you press the button to start)
• When the experience is nearly complete (30 seconds prior to the end).

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 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 regulates a variety of consumer products, including tobacco. 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 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.

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 10.5 KWD or more. For orders under 10.5 KWD, a delivery charge of 2 KWD applies. For a limited period of time, Express Delivery fees will be waived for orders worth 10.5 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.

It is a Limited Edition of the IQOS 3 DUO device in a vibrant new color, complemented with the Iridescent Collection of accessories.

Current standard warranty applies.

Yes, the functionality does not differ and the two parts are compatible.

Currently the IQOS 3 DUO Lucid Teal and the Iridescent collection are available exclusively at the online shop.

The IQOS 3 DUO Lucid Teal limited edition is sold at the same price as the rest of the IQOS 3 DUO devices, at 40 KWD.

It is an exclusive collection of vibrant door covers in four unique colors that give a stunning look to IQOS 3 DUO and IQOS 3 devices.

They will be available for a limited time only, until the stocks last.

The Moonlight Silver IQOS 3 DUO Limited Edition Device is a limited edition offer of the IQOS 3 DUO device in a warm silver color with sparkling pigments and soft-touch finish, which can be customized with a range of contrasting and vibrant colors of accessories.

1. IQOS 3 DUO Caps and Door Covers, in 6 new colors; Aqua Blue, Tidal Blue, Wild Green, Cloud Pink, Sunrise Red, and Sunset Lavender.

2. IQOS 3 DUO Silicone Sleeves, in 6 new colors; Amber Orange, Emerald Green, Citrine Yellow, Eventide Blue, Topaz Purple and Ruby Pink.

The current warranty duration applies for the Moonlight Sliver IQOS 3 DUO Limited Edition (as for standard device versions).

Yes, the functionality of the Moonlight Silver IQOS 3 DUO Limited Edition Device is the same as the one of the standard device versions.

You can purchase the Moonlight Silver IQOS 3 DUO Limited Edition device and accessories exclusively at the IQOS online shop . They will be available for a limited time only and until stocks last.

The price of the Moonlight Silver IQOS 3 DUO Limited Edition is KWD 40, the same as the one of the standard IQOS 3 DUO devices.

The new range of accessories includes a range of Door Covers and Caps with a glossy finish giving every accessory its own fashionable tint. A variety of new vibrant colors are also available for the IQOS 3 DUO Silicone Sleeves.

The new range of accessories for the Moonlight Silver IQOS 3 DUO Limited Edition are compatible with any IQOS 3 and IQOS 3 DUO device, allowing for a full device customization.

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 a Kuwait 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 myIQOS customer care 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 ask for your mobile phone number. 

Please keep your proof of identity (official document, such as a Kuwait 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 myIQOS customer care 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 Kuwait 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 System Stellar Blue
• IQOS 3 DUO System Brilliant Gold
• IQOS 3 DUO System Velvet Grey
• IQOS 3 DUO System Warm White

If you wish to order IQOS products that are not currently part of the IQOS CLICK & COLLECT option, you can always choose to get them delivered to an address of your choice during checkout and as per the standard shipment process.

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:

City Centre – Dasma
City Centre - Shuwaikh
City Centre – Fahaheel

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 Team on 22205547 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 Kuwait 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 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.

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.

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 VelvetGrey

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 stores:

City Centre – Dasma
City Centre - Shuwaikh
City Centre – Fahaheel

We are working on adding 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.

Your replacement device will take up to 3 working days if you’ve asked for it to be delivered to your home address in Kuwait.

It is an online tool on iqos.com that allows you to quickly troubleshoot your IQOS device, if you are facing issues. It allows you to get an instant diagnosis, followed by instructions for what to do next. It will give you the answers you need in no time when it comes to fixing your device or notify you whether you’re eligible for a device replacement via our courier service or an IQOS Click & Collect partner store.

If your IQOS is accidentally damaged, you can visit one of the IQOS partner stores listed below following a digital diagnosis to collect your replacement device* instantly, if eligible.

TSC Salmiya
TSC Sharq
TSC BLVD
TSC Kout
TSC Shuwaikh

Find the exact location on our store locator.
Terms and Conditions.

Yes, you can replace your device at one of our IQOS Click & Collect stores by following a few easy steps.

• Login in on iqos.com
• Go to your account and choose the tab ‘my devices’ in the left pane.
• Select the registered part of your IQOS device (Holder or Charger) that has an issue and click ‘Diagnose a problem’.
• Follow the steps to troubleshoot your device. You will either be able to fix the issue instantly or be notified that you are eligible for a device replacement.
• In case you are eligible for a device replacement (Holder or Charger), you will be asked to choose your preferred method. Under ‘Shipping method & place order’, you can select the Click & Collect option and then choose the IQOS Click & Collect partner store where you can take your device to be replaced.

Yes, our international support helpline is on hand to support you whether you are on holiday or on a business trip. Should you have any issues with your IQOS in a country where it is available, the helpline can answer your questions, help you fix your device or direct you to the nearest IQOS store for more support.¹

¹Service options, IQOS device and its components’ availability, response and delivery times may vary according to the country.

The new recommended retail selling price of IQOS 3 DUO is 25 KWD.

Our ambition is to help every adult smoker who won’t quit switch to a better alternative to cigarettes, and this is one of our ways to bring IQOS closer to them. That’s why the recommended retail selling price for the IQOS 3 DUO is now 25 KWD, instead of 40 KWD.
Important information: IQOS is not risk-free.

Yes, this is a permanent new price, not a limited time offer. Any future price changes will be communicated separately.

The price change has no impact on the quality of the IQOS device or its performance. IQOS devices are manufactured in world-class facilities with no compromise on quality.

Currently, IQOS 3 DUO Holders and IQOS 3 DUO Pocket Chargers are out of stock, as individual products for sale, and until further notice. New recommended retail selling prices for them will be communicated upon availability of the products.

No, the recommended retail selling price of a pack of HEETS SELECTION remains at 1.000 KWD, and 1.100 KWD for a pack of HEETS DIMENSIONS.

Yes, there is absolutely no change in the customer care services that you can experience with IQOS. With our rapid replacement service, you won't have to wait too long for a new device to be delivered to you.
Check terms & conditions here.

The latest IQOS firmware upgrade improves the stability of IQOS and ensures its best possible performance. To achieve the best performance of IQOS it’s recommended to keep your IQOS firmware upgraded.

The firmware upgrade helps to keep your device as efficient as possible and supports the increase of the lifespan and use of your device. However, the impact of new firmware update on your battery life depends on several factors including how you use it, your device settings, the age of the battery and environmental conditions.
To update the firmware, visit any IQOS selling store at your city which provides the service. Check the list here.

No information besides device technical number is collected. We only store a record that your device has been updated with the latest firmware update.

It is impossible to predict every scenario and possible future challenges. As in many electronics, the firmware upgrade is the normal part of keeping or improving functionalities of the electronics.

Yes. We suggest that you recommend to your adult IQOS user friends to regularly check for firmware upgrades and to keep their IQOS devices always up-to-date.

The device is not defective and firmware upgrades are part of our regular device maintenance.
We are not replacing functioning devices. Our warranty covers devices which are defective in terms of materials or workmanship when used in accordance with their user guides in which case they can be replaced subject to a valid warranty claim.

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 Referral 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.

The IQOS Trial Service offers the opportunity to try IQOS in the comfort of your home for 14 days with no commitment* to buy it at the end. To start your trial, you will need to only pay 2.4 KWD for 3 packs of HEETS while you will receive an IQOS device for free of charge trial. When your trial period is over, you can decide to either purchase the IQOS device for the price of 25 KWD or simply return it via our courier who will pick it up from your location of choosing at no charge. It’s that simple and completely commitment-free.

*Terms & Conditions apply

No, you will only pay the full price of the IQOS ORIGINALS ONE Device (12 KWD) if you choose to keep it at the end of your 14-day trial period. To start your trial, you will only have to pay 2.4 KWD for 3 packs of HEETS included in the IQOS Trial Kit which is a non-refundable amount.

Yes. The IQOS 3 ORIGINALS ONE device that you will receive for your trial will be brand new in its original packaging and you can also choose the colour you prefer.

No, HEETS are non-refundable.

1. Visit the Try IQOS page here .and click start my trial.
2. Choose the colour of the IQOS ORIGINALS ONE device you’d like to receive for your trial and click on ‘Start your Trial’. Choose the bundle of 3 packs of HEETS which suit your preference. They will then be added to your cart.
3. Enter your personal information and register, or login.
4. Enter your payment information which at this stage is limited to Visa and Mastercard credit cards. (You will be charged 2.4 KWD for 3 packs of HEETS which are non-refundable)
5. At this point, you can also enter a referral code if you have one. This will entitle you to 3 KWD discount on the device purchase if you decide to keep IQOS at the end of your trial. Don’t worry, you also have the option to enter the code at the end of the trial period if you decide to keep IQOS.
6. When your trial order is completed and processed, you will receive the IQOS Trial Kit at the delivery address of your choice through our courier service.

Within the 14 days since the start of your IQOS trial, you will have to decide whether to keep the device and continue with your switch away from cigarettes, extend your trial to 7 more days or return the device at no charge.

To be eligible to participate in this program, you must:
• Be of the age of 21 or above.
• Be a user of nicotine containing products and/or a current smoker of cigarettes.
• Have not participated in the program in the past 6 months.
• Not be an owner of an IQOS device purchased in Kuwait or elsewhere.

You can read about the eligibility criteria under the terms of the program here.

It is a kit that helps you get started with your trial program. It contains one brand new IQOS device (IQOS ORIGINALS ONE) in the colour of your choice and 3 packs of HEETS so that you can experience different tastes and see which one suits you best. Each pack of HEETS contains 20 tobacco sticks.

If you are not yet ready to make the switch to IQOS, that’s fine. All you need to do is follow these simple steps to return your IQOS Trial Kit:

1. Log in to your account on iqos.com and click the Try IQOS tab on the navigation pane.
2. On your trial status page, click Return the device.
3. Select the reason for your return and the address from which you would want the courier to pick up the IQOS Trial Kit.
4. You will be contacted by a courier to schedule a convenient time for collection.

Please include the following items which will need to be returned:
• IQOS ORIGINALS ONE device
• AC Power Adaptor
• USB Cable

Please make sure the correct items (IQOS Pocket Charger and IQOS Holder) are returned, as we will not be able to return any incorrect items back to you, and you will be charged. If you damage your device, you can still return it and you will not be charged.

Please note that once you initiate a return, the IQOS Trial Kit will have to be returned within 14 days, or the card which you placed the initial order with will be charged.

Contact the IQOS Team. via any of the following customer care channels if you need any assistance.

• Facebook
• Twitter
• Call: 22205547
• Live chat: iqos.com

Your card will be charged 2.4 KWD when you order the IQOS Trial Kit and the amount covers the purchase of the 3 packs of HEETS that are included. Additionally, if you do not return the device at the end of the trial period, then your card will automatically be charged with the price of the device which is 15 KWD. Don’t worry, we will send you relevant reminders and emails before charging your card.

No, this is not an option. If you’re interested in changing the look of your IQOS, we offer a wide range of accessories to customize your device, so that it’s unique to you. Check out our range of accessories here.

For the payment of the HEETS that are included in the IQOS Trial Kit, you can currently use only your Visa or Mastercard credit cards. Should you decide to keep the IQOS device after your trial period, you will have the option to purchase it by using any card at checkout, including KNET.

Yes, you can at the end of the trial period and if you choose to keep your device.

1. Log in to your account on iqos.com and click the Try IQOS tab on the navigation pane.
2. On your trial status page, click Keep the device.
3. Choose the credit card that was previously used in your initial order or change the details to a card of your choice according to your preference.

If you choose to return IQOS, you will have to place a return order on iqos.com within 21 days after the IQOS Trial Kit was delivered to you. We will make sure to send you all relevant reminders and notifications. Should you fail to return the device on time, then your card will be charged with the full price of the device which is 12 KWD. For more details you can contact us on one of our IQOS Care channels below:

• Facebook
• Twitter
• Call: 22205547
• Live chat: iqos.com

The delivery and return of the IQOS Trial Kit are free of charge.

We decided to change the name, as it better suits IQOS.

• ORIGINAL, because it provides the same real tobacco taste and satisfaction.

• ORIGINAL, because it comes with the same tried-and-trusted HeatControl^TM technology with a unique ceramic blade that has helped make IQOS the No.1 heated tobacco product* and choice for 13.5 million adult smokers around the world**.

Market note:

**Source: PMI Financials or estimates (excluding Russia and Ukraine), IQOS user panels and PMI Market Research. Status as of OCTOBER 2022.

*IQOS users for whom HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days.

**IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

IQOS ORIGINALS ONE is a compact, easy-to-use, all-in-one device, that fits in your pocket, providing real tobacco taste for up to 20 experiences on one full charge including 3 consecutive uses.

This simple form and iconic design contains our HeatControl technology^TM with a unique flat, wide ceramic blade incorporating platinum and gold tracks. This optimally heats the tobacco from the inside releasing real tobacco taste and cigarette-like satisfaction.

IQOS ORIGINALS ONE is available in four vibrant colours: Scarlet, Silver, Turquoise and Slate.

IQOS ORIGINALS DUO is the new name for IQOS 3 DUO.

Easy to use, the IQOS ORIGINALS DUO comes in the same form as its predecessor, providing the same real tobacco taste, but with new colour options and new accessories.

• Both IQOS ORIGINALS DUO and ORIGINALS ONE devices are available in four vibrant colours: Scarlet, Silver, Turquoise and Slate.

• Both devices use HeatControl technology^TM and a unique ceramic blade to optimally heat tobacco from the inside.

• This blade with platinum and gold tracks, inserts into the HEETS tobacco stick so all its wide surface touches the tobacco optimally heating it and providing cigarette like satisfaction.

• IQOS ORIGINALS ONE is a compact, lightweight easy-to-use, all-in-one device, that fits in your pocket offering up to 20 experiences including 3 consecutive uses on one full charge.

• IQOS ORIGINALS DUO is the new name of our IQOS 3 DUO device.

• The Pocket Charger houses our most compact lightweight Holder yet which can give up to 20 experiences including 2 consecutive uses on one full charge.

• And you have hundreds of customization options for IQOS ORIGINALS DUO with a range of accessories including more colour options for caps, doors and sleeves.

• What is more, the dual cleaning tool can help clean around the blade of your IQOS ORIGINALS device even more effectively.

• Both devices offer real tobacco taste.

• Both devices use HeatControl technology^TM and a unique ceramic blade to optimally heat tobacco from the inside.

• The main differences are form and number of consecutive uses. IQOS ORIGINALS ONE is an all-in-one compact device that offers up to 3 consecutive uses, whereas IQOS ORIGINALS DUO features a Holder and Pocket Charger delivering up to 2 consecutive uses.

• Both devices can be customized with accessories, while IQOS ORIGINALS DUO offers an enhanced range of coloured doors and caps.

Both IQOS ORIGINALS devices contain our patented HEATCONTROL TECHNOLOGY, using our unique ceramic blade to heat the tobacco from the INSIDE.

This blade with platinum and gold tracks, inserts into the HEETS tobacco stick so all its wide surface touches the tobacco, optimally heating it to a temperature below that of combustion. This releases a real tobacco taste, providing cigarette-like satisfaction without producing, smoke, ash.

While IQOS ILUMA and IQOS ORIGINALS use different technologies, each device heats tobacco from the INSIDE without burning it to provide real tobacco taste and cigarette-like satisfaction to adult users.

IQOS ORIGINALS ONE is an all-in-one compact device that offers up to 20 experiences on one full charge including 3 consecutive uses, while IQOS ORIGINALS DUO also offers up to 20 experiences on one full charge as well as more accessories to personalise your device.

You can customize your device by choosing from our range of accessories crafted especially for each device- ORIGINALS DUO and ORIGINALS ONE.

For your IQOS ORIGINALS ONE we offer an exclusive range of 4 new silicone sleeves, available in Slate, Turquoise and Scarlet colour options.

And for more effective cleaning, why not consider the dual cleaning tool to get into those hard-to-reach spaces around the base of your ceramic blade.

Do remember IQOS 3 Series device accessories are also compatible with IQOS ORIGINALS DUO.

IQOS ORIGINALS devices are designed to work exclusively with HEETS tobacco sticks. The devices’ flat, wide ceramic blade optimally heats the tobacco releasing tobacco vapour to give you cigarette-like experience.

You can explore the HEETS range of tobacco sticks and choose those that best suit your personal taste.

The IQOS ORIGINALS device range are all available in each of four vibrant colours: Silver, Slate, Scarlet and Turquoise.

• For IQOS ORIGINALS DUO: the serial number of your device is a code that exists of fourteen characters. This code is displayed on the side of your Holder.

• For IQOS ORIGINALS ONE: the serial number of your device is a code that exists of fourteen characters. This code is displayed on the external surface of your device’s heating chamber underneath the removable cap.

We recommend fully charging your new IQOS ORIGINALS device with the Power Adaptor before using it (up to 120 mins for IQOS ORIGINALS DUO and up to 90 mins for IQOS ORIGINALS ONE). Once fully charged, press and hold the power button for 4 seconds. Then insert your HEETS stick, pre-heat (20 seconds) and once your device vibrates; you’re good to go.

To check the charge level of the IQOS ORIGINALS ONE device, briefly press and release the button on the device (for less than 1 second). The number of LEDs that illuminate correspond to the approximate charge level in the device battery where 4 LEDs indicates the battery is more than 75% charged while 1 LED illuminated indicates you need to charge your IQOS ORIGINALS device.

• For the Holder: Press and release the button to check battery charge status. Two lights illuminated indicates your Holder is ready for 2 uses; one light for 1 use and no lights means no charge. You can also check Holder status on the Pocket Charger, by inserting the Holder, the right way up, then pressing and releasing the Pocket Charger button. Two lights illuminated indicate 2 uses remain; one light indicates 1 use and, no lights mean your Holder has no charge. The Holder can be charged up to 20 times with a fully-charged Pocket Charger.

• For the Pocket Charger: To check the charge level of the Pocket Charger, press and release the Pocket Charger Button- the status light will turn ON for 3 seconds to indicate battery status where 4 LEDs indicates your Pocket Charger is more than 75% charged while 1 LED indicates the need to charge. Although, it doesn’t need a full charge to work, we recommend fully charging the Pocket Charger before your first use.

White lights on the Holder or the Pocket Charger indicate your IQOS ORIGINALS DUO device performs different operations including charging, resetting, ready to use status, fully charged status, or Pocket Charger is out of temperature range status etc. Red lights on the Holder or the Pocket Charger indicate that there is a device error including reset required, Holder malfunction, broken blade, device outside operational temperature status etc.

If the light on your IQOS ORIGINALS ONE device blinks yellow, it means the battery is depleted and you should charge it. A red blinking light indicates a device error that will require a device reset. If the light blinks white twice your IQOS ORIGINALS ONE is outside of its operating temperature and returning it to its normal operating temperature is required.

If the light on your IQOS ORIGINALS ONE blinks red, please reset the device. If it blinks yellow, the battery is depleted and needs to charge. If it blinks white twice return the device to its normal operating temperature to continue using it.

For IQOS ORIGINALS DUO, a red light blinking on the Holder indicates the Holder is discharged, there is a malfunction or a broken blade. If the bottom Pocket Charger light blinks red, you should perform a reset.

It’s easy to check

• FOR IQOS ORIGINALS ONE:

Make a short press (less than 1 second) on the device button and release. The number of LEDs that illuminates corresponds to the approximate charge level in the device battery where 4 LEDs indicates that the battery is more than 75% charged and 1 LED indicates you need to charge your device.

• FOR IQOS ORIGINALS DUO: Press and release the Pocket Charger Button. The Pocket Charger Status light will turn ON for 3 seconds to indicate battery status where 4 LEDs illuminating mean it is more than 75% charged and 1 LED indicates the need to charge.

You can check either on the Holder itself or on the Pocket Charger. In either case, you can press and release the Button (on the Holder /Pocket Charger).

In both cases, 2 white LED lights indicates the Holder has two uses, 1 white LED light indicates one use remains and no light indicates the Holder is not charged.

You can use the IQOS AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device. But please be careful to use the right cable if considering a cable from an older device.

• For IQOS ORIGINALS ONE, you may only use the IQOS Multi USB cable since it also hosts a USB type C port.

• For IQOS ORIGINALS DUO, USB cables from IQOS 2.4 /2.4+ are not compatible because they are USB A – micro-USB cables.

You won’t need to because all IQOS ORIGINALS devices come with their own AC Power Adaptor and dedicated charging cable.

But you can also use the AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device.

• For IQOS ORIGINALS ONE, make sure you use the USB A to USB C charging cable that comes with your device. You can also use the IQOS MULTI USB cable since it hosts a USB type C port also.

• For ORIGINALS DUO make sure you use the USB – C to USB - C Cable that comes with your device, but USB cables from IQOS 2.4 /2.4P are not compatible because they are USB A – micro-USB cables.

You should store your IQOS ORIGINALS in a dry ventilated place and keep it within its operating temperature range (0°C - 40°C). Make sure not to expose it to excessive heat or moisture. If you haven’t used your IQOS ORIGINALS for a while first ensure it is within its operating temperature range then try to charge it fully before using it.

If you have not used your IQOS ORIGINALS device for a long period of time, first, please try to charge it first. Please, ensure there is no visible damage or humidity present before usage. In case you notice any malfunctioning during the use of the product, please stop using the device.

When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear for up to 15 minutes, but don’t worry as this is a normal process.

If you need support while you’re away from home, our International Assistance program can help via this toll-free number: (charges may apply in some locations). Available exclusively for registered IQOS users, our experts can help by trouble-shooting and, if required, replacing your device while you’re abroad.

Before you travel, why not learn more about the International Assistance program on Link

First check to make sure there is no visible damage to your device – if there is, don’t try to charge it. Then check if any red lights are illuminated. A red light indicates a device error – if any red lights illuminate, then please follow the guidance in your user manual for error messages.

For IQOS ORIGINALS DUO, please ensure the Holder is inserted the right way up - otherwise it won’t charge.

Please note, when you start charging the battery after a long period of inactivity, i.e. when your battery has been completely depleted, the charging lights may not appear for up to 15 minutes. This is a normal process. If your IQOS ORIGINALS device is still not charging after this, please contact us.

If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool cleaning can be quick and easy.

You can start by gently removing residue from around the blade in the heating chamber as well as from inside the cap.

We recommend cleaning your IQOS ORIGINALS device after finishing each pack of HEETS.

With the dual cleaning tool, it’s easier than ever to clean and care for your IQOS ORIGINALS device, removing residue from those harder to reach places thanks to its innovative design. It should only take a minute to clean your IQOS ORIGINALS device. IN-DEPTH TEXT EXPLANATION FOR CLEANING IQOS ORIGINALS DEVICE

Before you get started, make sure your device has cooled down since you last used it and your cleaning tool is in good condition.

• For IQOS ORIGINALS ONE, slide open the device cap to start cleaning the heating chamber.

• For IQOS ORIGINALS DUO, remove the cap on the holder, hold it upside down and gently tap to release any loose tobacco residue.

• For either device, next, open and insert the top tool into the heating chamber without twisting, until it touches the bottom of the heating chamber, rotating 3 times before removing it (without twisting).

• If you’re cleaning the blade, switch ends on the cleaning tool, align it carefully with the heating chamber and insert.

• Make 3 elliptical movements to gently clean the blade. Tap out any loose residue.

• Optionally, you can use cleaning sticks to finish, cleaning around the bottom of the chamber without touching the blade

You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks.

Regularly cleaning helps you save the taste you like and keeps your device in optimal condition. It only takes a minute. Of course, you can clean more frequently.

Just make sure you only use IQOS cleaning products when you are cleaning your IQOS ORIGINALS device.

• For best results removing tobacco from your IQOS ORIGINALS device, let it cool down for at least 30 seconds first. Start by tapping the device gently on a hard surface to dislodge the blockage.

• Use the dual cleaning tool to gently remove any residue from around the base of the blade and the rest of the heating chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary.

See iqos.com for more information including a short video demonstrating the recommended cleaning technique Link.

• You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks to save the taste you prefer and to keep your device in optimal condition.

• For best results, let your IQOS ORIGINALS device cool down for at least 30 seconds before using the dual cleaning tool to remove residue from inside and outside the heating chamber including around the base of the ceramic blade.

• Our cleaning sticks can be an additional help cleaning either device.

• For IQOS ORIGINALS DUO you can also use the dual cleaning tool for cleaning the cap as well as the circular contacts on the Holder and on the Pocket Charger.

• Of course, you can clean more frequently if you wish to do so, but please ensure you only use IQOS cleaning tools to clean your IQOS ORIGINALS device(s) and avoid using household cleaning products.

Updating firmware on your IQOS ORIGINALS devices is simple and just differs slightly depending on which device you are updating:

• For IQOS ORIGINALS ONE, your first step is to connect the device via USB cable.

• Then if you are using Android or Desktop application, click on “Devices” tab, first check if a new firmware is version available. Click on “Upgrade firmware” and follow the instructions that appear.

• If you are upgrading the firmware in your web browser: first check in the device settings page if the firmware upgrade is available. Click on “Upgrade firmware” and follow the instructions that appear

• Or visit the following Link

During the firmware upgrade for your IQOS ORIGINALS device, the device goes through different stages and resets as the update progresses. This is normal.

It’s easy to register your IQOS ORIGINALS device. Simply scan the QR code on the packaging to access the IQOS website where you can register your IQOS ORIGINALS device.

The dialog box for the device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device. Then you need to fill in the required information to register your device.

Your device comes with a 12 month warranty in Kuwait.

The steps for checking battery level on your IQOS ORIGINALS device are easy to follow. They just differ slightly for each device:

• For IQOS ORIGINALS ONE press on the button in the middle of your device to show the battery level. Four LEDs illuminated indicates the battery is more than 75% charged while one LED illuminated indicates less than 25% battery charge

• For IQOS ORIGINALS DUO, press and release the Pocket Charger Button. This turns on the status light button for 3 seconds. If 4 LEDs illuminate this indicates your device is more than 75% charged while 1 LED illuminated means your need to charge your device.

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.