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FAQ

International Assistance

What is IQOS International Assistance program?

IQOS International Assistance is our new service where you will be able to get assistance 24/7 in English or other local languages for topics such as troubleshooting and replacement while travelling to the following countries where IQOS is available:

Armenia, Bulgaria, Canada, Colombia, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, South Korea, Latvia, Lithuania, Moldova, Netherlands, New Zealand, Palestine, Poland, Portugal, Reunion, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, Spain, Switzerland, Turkish Cyprus, Ukraine, United Kingdom.

How to enrol for the International assistance program?

The service is automatically made available to you if your IQOS device has been registered to your customer registration. All you need is to have your customer and IQOS device registration in place.

If you are not registered, please take this opportunity to register yourself and your IQOS Charger and or Holder under ‘My Devices’ in your profile on nz.iqos.com

Who do I contact for International Assistance program?

If you need assistance while abroad, contact the international number* 0800 2559 2559

Connection limitations may apply with some mobile operators. In this unlikely event, please use the number +41 21 547 88 88* Connection limitations may apply with some mobile operators. In this unlikely event, please, use the number +41 21 547 88 88*

Calling 0800 2559 2559 from certain countries may require dialling extra numbers before 800. Please, consult your operators’ requirements before travelling.

*Certain charges may apply, please check your operator for details.

Which International Assistance phone number can I call when I’m travelling overseas?

Canada 011 800 2559 2559
Columbia 009 800 2559 2559
Israel 014 800 2559 2559
Japan 001 010 800 2559 2559 (KDD)
0033 010 800 2559 2559 (NTT)
0041 010 800 2559 2559 (JT)
0061 010 800 2559 2559 (IDC)
South Korea 001 800 2559 2559
002 800 2559 2559 (Datacom)
004 800 2559 2559 (Korea Telecom)
Russia 810 800 2559 2559

What are the Terms & Conditions that will apply?

Service options, availability of IQOS device and its components, response, and delivery lead times may vary from country to country.

This service will not affect your statutory rights and rights under the IQOS Manufacturer’s Warranty, valid in New Zealand.

Where an exchange takes place, then any replacement part becomes your property and the replaced part becomes the property of the entity which makes the exchange.

IQOS device issues are defined in terms of material or workmanship when used in accordance with the IQOS User Guide.

The following are excluded from the service: a) damage caused by normal wear and tear; b) cosmetic damage (such as scratches, dents, broken plastic etc.); c) damage caused by misuse, power surge, improper handling, liquid contact or fire; d) malfunction due to use with non-compatible product; e) damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; f) damage or malfunction caused by failure to use as described in the associated IQOS User Guide.

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