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Every IQOS moment is unique - so we have developed a suite of services that is tailored to your specific needs. With IQOS CARE PLUS, you can enjoy bespoke support and coverage. It's time to enhance your IQOS experience. If you’ve purchased your device on our website, you are automatically enrolled in IQOS CARE PLUS*.

*Terms & Conditions apply.

Providing you the assurance that you’ll get a replacement of your device even if you accidentally damage your IQOS.

How can we help?

If you are having trouble with your IQOS device please call our Customer Care Team for troubleshooting, diagnostic and replacement services:

0800 810 433
Monday - Friday
9:00am - 6:00pm

For more information on our warranty policies, learn more here.

Learn more

IQOS Exchange

Enjoy the freedom to exchange your device. Switch between IQOS Heated Tobacco System and IQOS MESH Precision Vaping to find the right IQOS device for you.

How does it work?

This service allows you the one-off opportunity to exchange your device within sixty (60) days from the date of the device purchase^.

Initiate your exchange request by contacting our Customer Care Team:

0800 810 433
Monday - Friday
9:00am - 6:00pm

For more information on the ^IQOS EXCHANGE terms and conditions which apply, learn more here.

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IQOS Coach

Need help using your IQOS? How about some tips and tricks? Just ask your IQOS Coach – they’re ready to help.

How to access an IQOS Coach?

You will have access to a dedicated remote coach to support you in your smoke-free journey. Access is during normal business hours for New Zealand residents.

Contact our Customer Care Team for more information:

0800 810 433
Monday - Friday
9:00am - 6:00pm

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IQOS International Assistance

IQOS International Assistance is a service providing you with assistance 24/7 whilst you are travelling. You can access services for device troubleshooting and replacement while travelling in selected countries where IQOS is available

How can I access this service?

If you need assistance while abroad, contact the international numbers below. Connection limitations may apply with some mobile operators.

0800 2559 2559
+41 21 547 88 88

To find out which selected countries are covered & related FAQs , learn more here.

Learn more

How to Enrol?

  1. Link your device with your account
  2. Read our IQOS CARE PLUS T&Cs
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