Frequently asked questions

Frequently Asked Questions

Are your IQOS devices genuine?

Yes they are, unlike some other places that we will not mention ours come direct from the manufacturer so you can rest assured your IQOS is 100% genuine.

What payment methods can I use?

All customers can make payments with both Sage Pay and Stripe Payments for all purchases on our website. Both are excellent trusted payment processors accepting a very wide variety of debit and credit cards. With Stripe Payments we are also able to offer Apple Pay and Google Pay for our customers convenience.

My card payment with SagePay failed. Why is this?

We have set a fairly high criteria threshold because of scammers, so if your payment fails please make sure that you are giving your details as accurately as possible (especially your address.)

If you fail a couple of times with one credit/debit card please try again with a different card if you have one.

How long does it take to charge my IQOS device?

It takes approximately 2 hours to fully charge your IQOS device using the supplied USB cable and AC power adaptor.

How many times can I use my IQOS 3 DUO holder between charges?

From a fully charged pocket charger you may use your IQOS 3 DUO holder up to 20 times. You can also use it to vape two HEETS before it requires charging again from the pocket charger.

Can I use any micro USB cable to charge my IQOS 3 DUO?

No. The new IQOS 3 DUO uses the very latest connection which is called a USB-C. The IQOS 2.4 Plus uses a standard micro USB cable though. Unlike a micro USB the new USB-C is symmetrical so it doesn’t matter which way round you plug it in.

What do the lights on my IQOS 3 DUO mean?

A white light signifies that your IQOS 3 is charging/fully charged/re-initializing/ready to use.

A red light whether it be steady or blinking means that there is an error with your device and it will need resetting.

How do I reset my IQOS 3 DUO?

Please reset your IQOS 3 device by holding the button down on your pocket charger for 10 seconds. The light will fade in, then blink twice and then fade back in again as the reset is completed.

How do I reset my IQOS 2.4 Plus?

To reset your IQOS 2.4 Plus simply hold down the power button and the bluetooth button at the same time until all the lights blink briefly. Allow a short period of time for the device to reset fully.

How often should I clean my IQOS?

We recommend that you give the main heating blade area of your IQOS a really good clean after every packet of HEETS (20 sticks.) Please use the cleaning pod and the cleaning sticks provided with your starter kit.

What do the vibrations mean on my IQOS 3 DUO?

When you insert a HEET and press the button the first vibration tells you that the blade is heating up. When the device is ready you will get 2 vibrations. And when you are nearing the end of the HEET you will then get another 2 vibrations, you then have approximately 30 seconds remaining.

What do the vibrations mean on my IQOS 2.4 Plus?

With your IQOS 2.4 Plus you will get a single vibration at the start to let you know that the blade is heating up. You will also get another one approximately 30 seconds as you get towards the end of your HEET.

My IQOS isn’t working!!

We find that around 90% of any issues can be resolved by doing a reset of the device. Instructions on how to do this will be inside your manual that came with the kit.

If you try that and it is still not working please feel free to contact us.

Does the IQOS produce smoke?

No. Because the tobacco is only heated and not actually burnt there is no smoke as such. You inhale a warm vapour from the heated tobacco and will exhale a tiny amount of vapour, but there is no persistent smoke polluting the air between puffs like there is with a regular cigarette.

What is the best way of storing my IQOS?

It is best to store your IQOS in a cool place. Keep it away from water and high temperatures such as in direct sunlight or inside a car for prolonged periods.

How long does one HEET last?

Your HEETS are designed to replicate one regular cigarette so you will get approximately 6 minutes, or 14 puffs.

How many HEETS are in a pack?

There are 20 tobacco sticks (called HEETS) in a pack.

I cannot insert the HEET into the holder.

Firstly make sure that the HEET is the correct way round. 😉

The main reason we find that a HEET will not go in fully is because there are remnants of the previous HEET still in there. Please make sure that the heating chamber is clear by visually inspecting it and clearing out any debris using the supplied cleaning pod and cleaning stick.

Can you explain the different HEETS flavours?

Of course! We sell seven different flavours and they are best described as follows:

Amber – A rounded and rich tobacco flavour
Sienna – Intense and full bodied tobacco flavour
Yellow – A smooth and finely balanced tobacco flavour
Turquoise – A mild menthol tobacco flavour
Blue – A very intense menthol tobacco flavour
Green – Balanced menthol with a minty aroma
Sienna Caps – Our Sienna tobacco flavour but with a poppable cap inside the filter that can change it to menthol!

Why are the HEETS so tiny?

Because of the way that the heat not burn device heats the tobacco it can be concentrated into a much smaller package. It also manages to retain roughly the same amount of nicotine as you would find in a regular cigarette. For a detailed breakdown of exactly what is inside a HEET please feel free to see our blog post on when we dissected one.

What temperature does the IQOS heat up to?

The temperature is crucial and the IQOS heats up to around 350°C. It heats up enough to allow the tobacco to produce warm vapour but not quite high enough to actually burn the tobacco.

Can I get tracking details for my order?

Yes of course! But please allow 24 hours from when you receive a “dispatched” email from us.

I have made an order so why haven’t received an email confirmation?

We get this one quite regularly. Please be sure to check your emails junk/spam folder as sometimes it ends up in there. It is always a good idea to add our email address to your contacts to prevent this happening again in future.