Frequently asked questions

Frequently Asked Questions

Welcome to our frequently asked questions area, here we aim to address some of the more common questions we get asked.

Frequently asked questions (also known as FAQ’s) listed below.

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.

Why are your shop prices displayed without VAT?
Since Brexit all of our International order are Zero Rated for VAT so we have shown the international customer the true website cost. They may be liable for VAT when it arrives in their own country as explained in our T&C’s and shipping info area.  All UK customers (plus the Isle of Man) will see the standard 20% VAT applied when they view their basket and checkout. Channel Island customers are also zero rated for VAT so will pay no VAT at time of purchase too.

What payment methods can I use?

All customers can make payments with Sage Pay for all purchases on our website. Sage Pay is an excellent trusted payment processor, accepting a very wide variety of debit and credit cards. It is currently in the middle of being re-branded to Opayo.

My card payment with Sage Pay 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.

When I remove the used HEET from my IQOS the used tobacco plug sometimes remains inside the device.
It is best to allow around 5 to 10 minutes before removing the used HEET as it will cool down and therefore the used tobacco plug should remain inside of the HEET itself. Please also remember that there is an ejection mechanism on the holder that helps to eject any debris that may still remain inside the device. A clean device is essential for a smooth stress free experience.

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! This is our most popular frequently asked question so here is a detailed explanation of all of our flavours available. We sell nine different flavours and they are best described as follows:

Amber HEETS – A rounded and rich tobacco flavour
Sienna HEETS – Intense and full bodied tobacco flavour
Yellow HEETS – A smooth and finely balanced tobacco flavour
Turquoise HEETS – A mild menthol tobacco flavour
Blue HEETS – A very intense menthol tobacco flavour
Green HEETS – Balanced menthol with a minty aroma
Sienna Caps HEETS – Our Sienna tobacco flavour but with a poppable cap inside the filter that can change it to menthol!
Teak HEETS – A balanced, roasted tobacco blend with a creamy note. Refined nutty aromas provide for tobacco enjoyment with an intense flavour experience.
• Russet HEETS : A rich toasted tobacco blend with malty aromas and bold taste.

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.

Why does my Ploom not produce much vapour?

Heat not burn devices do not produce a lot of vapour but with the Ploom S 20 we have found that it runs much better in intense mode. When turning on your Ploom simply keep your finger on the button until you feel a second vibration shortly after the first. Intense mode takes around 50 seconds to heat up (as opposed to 20 seconds in quick mode) but it is well worth it!

Can I get tracking details for my order?

If you are a UK customer you will receive a text or email from Royal Mail the night before the delivery is due to arrive. We use Royal Mail Tracked 24 for all UK orders. If you are an international customer please allow 24 hours from when you receive a “dispatched” email from us before emailing us for a tracking number request.

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.

Do you sell the IQOS 3 Multi or the IQOS 2.4 Plus?
Sadly IQOS have discontinued both the IQOS 3 Multi and the IQOS 2.4 Plus so we no longer sell them.

How will Brexit affect International orders?
We have attempted to describe exactly what will happen with our international orders after Brexit in both our SHIPPING INFO area and in our TERMS AND CONDITIONS area.  Please make yourself familiar with how these changes might affect you if you are one of our international customers.

I have requested a new password but it hasn’t arrived, why?
Firstly please be sure to take a look in your junk/spam folder as sometimes it ends up in there. If it isn’t in there then please do not hesitate to email us at [email protected] and we will have you sorted out in no time at all!

This frequently asked questions area is updated constantly with more questions that we deem worthy of inclusion.