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FAQ

Reise-Regularien

You may import up to 800 HEETS (= 40 packs or 4 cartons) into Germany duty-free from within the EU exclusively for personal use. That quantity corresponds to the legal provisions for importing cigarettes.
Although HEETS tobacco sticks are legally classified as pipe tobacco, you should primarily follow the import regulations for cigarettes.

Further information on current import guidelines can be obtained from German Customs: www.zoll.de
If you’d like to use IQOS outside of Germany, please observe the local regulations that apply for tobacco products.

The permissibility of importing HEETS tobacco sticks can vary from country to country. When traveling abroad, you should familiarize yourself with local import regulations. Before departing on your journey, please check the quantity that is permissible to bring into your destination country. You can find the regulatory details on the website of the embassy of your travel destination.
HEETS tobacco sticks are available in over 45 countries worldwide (as of April 2020).
Here are some of the countries where HEETS tobacco sticks are available:
Albania, Armenia, Austria, Bosnia, Bulgaria, Canada, Colombia, Croatia, Curacao, Cyprus (GRC), Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, La Reunion, Latvia, Lebanon, Lithuania, Malaysia, Mexico, Moldova, New Zealand, Netherlands, Northern Cyprus (TRNC), Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, South Africa, South Korea, Sweden, Switzerland, Ukraine, United Arab Emirates, United Kingdom.

Learn more
In all of the countries where IQOS is available, you can use our International Europe Service and have your defective device replaced in the event of a warranty claim. Simply contact our free international hotline at +800 2559 2559.

If the international hotline is unreachable, then you can also contact us on the non-free telephone number +41 21 547 8888.

Please note that your IQOS device needs to be registered for the replacement to be free of charge to you. If that is not yet the case, then you can register your IQOS device using your customer account.
You can reach us from abroad free of charge by calling +800 2559 2559 between 8am and 9pm German time.

If the international hotline is unreachable, then you can also contact us using the non-free telephone number +41 21 547 8888.

You can also contact our IQOS LiveChat on iqos.com daily from 8am to 9pm.
While the IQOS tobacco heater is not a cigarette, you do need to observe the legal regulations that apply to cigarettes regarding non-smoker protection.
Yes, you can take IQOS onto an airplane, but it needs to be in your carry-on luggage. Just like the consumption of tobacco, it is generally prohibited to use IQOS on an airplane.
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This website contains information about our new products and we need your age to make sure that you are an adult in Germany who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the "Important Information" page of this website for further risk information.