IQOS ORIGINALS DUO - FAQs

• You won’t need to because all IQOS ORIGINALS devices come with their own AC Power Adaptor and dedicated charging cable. • But you can also use the AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device. • For ORIGINALS DUO make sure you use the USB – C to USB - C Cable that comes with your device, but USB cables from IQOS 2.4 /2.4P are not compatible because they are USB A – micro-USB cables.

Warranty information can be found here.

· The steps for checking battery level on your IQOS ORIGINALS device are easy to follow. • For IQOS ORIGINALS DUO, press and release the Pocket Charger Button. This turns on the status light button for 3 seconds. If 4 LEDs illuminate this indicates your device is more than 75% charged while 1 LED illuminated means your need to charge your device.

• With the dual cleaning tool, it’s easier than ever to clean and care for your IQOS ORIGINALS device, removing residue from those harder to reach places thanks to its innovative design. It should only take a minute to clean your IQOS ORIGINALS device. Why not watch this demonstration video on iqos.com to get the full picture on how to do it. • Before you get started, make sure your device has cooled down since you last used it and that your cleaning tool is in good condition. • For IQOS ORIGINALS DUO, remove the cap on the holder, hold it upside down and gently tap to release any loose tobacco residue. • Next, open and insert the top tool into the heating chamber without twisting, until it touches the bottom of the heating chamber, rotating 3 times before removing it (without twisting). • If you’re cleaning the blade, switch ends on the cleaning tool, align it carefully with the heating chamber and insert. • Make 3 elliptical movements to gently clean the blade. Tap out any loose residue. • Optionally, you can use cleaning sticks to finish, cleaning around the bottom of the chamber without touching the blade

• You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks. • Regularly cleaning helps you save the taste you like and keeps your device in optimal condition. It only takes a minute. Of course, you can clean more frequently. • Just make sure you only use IQOS cleaning products when you are cleaning your IQOS ORIGINALS device.

• For best results removing tobacco from your IQOS ORIGINALS device, let it cool down for at least 30 seconds first. Start by tapping the device gently on a hard surface to dislodge the blockage. • Use the dual cleaning tool to gently remove any residue from around the base of the blade and the rest of the heating chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary. • See iqos.com for more information including a short video demonstrating the recommended cleaning technique

• You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks to save the taste you like and to keep your device in optimal condition. • For best results, let your IQOS ORIGINALS device cool down for at least 30 seconds before using the dual cleaning tool to remove residue from inside and outside the heating chamber including around the base of the ceramic blade. • Our cleaning sticks can be an additional help cleaning either device. • For IQOS ORIGINALS DUO you can also use the dual cleaning tool for cleaning the cap as well as the circular contacts on the Holder and on the Pocket Charger. • Of course, you can clean more frequently if you wish to do so, but please ensure you only use IQOS cleaning tools to clean your IQOS ORIGINALS device(s) and avoid using household cleaning products.

• You should store your IQOS ORIGINALS in a dry ventilated place and keep it within its operating temperature range (0°C - 40°C). Make sure not to expose it to excessive heat or moisture. If you haven’t used your IQOS ORIGINALS for a while first ensure it is within its operating temperature range then try to charge it fully before using it.

• If you have not used your IQOS ORIGINALS device for a long period of time, first, try to charge it. Please ensure there is no visible damage or humidity present before usage. In case you notice any malfunctioning during the use of the product, please stop using the device. • When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear for up to 15 minutes, but don’t worry as this is a normal process.

• If you have not used the device for a long period of time, please ensure there is no visible damage present and then, try to charge it fully before attempting to turn it on. Please contact us if your device is not working, taking care to check your warranty beforehand.

• White lights on the Holder or the Pocket Charger indicate your IQOS ORIGINALS DUO device performs different operations including charging, resetting, ready to use status, fully charged status, or Pocket Charger is out of temperature range status etc. Red lights on the Holder or the Pocket Charger indicate that there is a device error including reset required, Holder malfunction, broken blade, device outside operational temperature status etc.

• Red light blinking on the Holder indicates the Holder is either discharged, there is a malfunction or a broken blade. If the bottom Pocket Charger light blinks red, you should perform a reset.

It’s easy to check! in order to check if your IQOS ORIGINALS DUO device is fully charged Press and release the Pocket Charger Button. The Pocket Charger Status light will turn ON for 3 seconds to indicate battery status where 4 LEDs illuminating mean it is more than 75% charged and 1 LED indicates the need to charge.

• You can check either on the Holder itself or on the Pocket Charger. In either case, you can press and release the Button (on the Holder /Pocket Charger). • In both cases, 2 white LED lights indicates the Holder has two uses, 1 white LED light indicates one use remains and no light indicates the Holder is not charged.

• You can use the IQOS AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device. But please be careful to use the right cable if considering a cable from an older device.

We decided to change the name, as it better suits IQOS.

• First check to make sure there is no visible damage to your device – if there is, don’t try to charge it. Then check if any red lights are illuminated. A red light indicates a device error – if any red lights illuminate, then please follow the guidance in your user manual for error messages. • For IQOS ORIGINALS DUO, please ensure the Holder is inserted the right way up - otherwise it won’t charge. • Please note, when you start charging the battery after a long period of inactivity, i.e. when your battery has been completely depleted, the charging lights may not appear for up to 15 minutes. This is a normal process. If your IQOS ORIGINALS device is still not charging after this, please contact us.

• If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool, cleaning can be quick and easy. • You can start by gently removing residue from around the blade in the heating chamber as well as from inside the cap. • We recommend cleaning your IQOS ORIGINALS device after finishing each pack of HEETS. • Learn more on iqos.com

• IQOS ORIGINALS DUO is replacing IQOS 3 DUO. • While we have changed the name and added four new vibrant colour options, IQOS ORIGINALS DUO comes in the same form as its predecessor, offering the same real tobacco taste and cigarette-like satisfaction, complemented by an enhanced range of accessories and customization options. • subject to local stock availability and market decisions

• For the Holder: Press and release the button to check battery charge status. Two lights illuminated indicates your Holder is ready for 2 uses; one light for 1 use and no lights means no charge. You can also check Holder status on the Pocket Charger, by inserting the Holder, the right way up, then pressing and releasing the Pocket Charger button. Two lights illuminated indicate 2 uses remain; one light indicates 1 use and, no lights mean your Holder has no charge. The Holder can be charged up to 20 times with a fully-charged Pocket Charger. • For the Pocket Charger: To check the charge level of the Pocket Charger, press and release the Pocket Charger Button - the status light will turn ON for 3 seconds to indicate battery status. 4 LEDs indicates your Pocket Charger is more than 75% charged while 1 LED indicates the need to charge. Although it doesn’t require a full charge in order to work, we recommend fully charging the Pocket Charger before your first use.

We recommend fully charging your new IQOS ORIGINALS device with the Power Adaptor before using it (up to 120 mins). Once fully charged, press and hold the power button for 4 seconds. Then insert your HEETS stick, pre-heat (20 seconds) and once your device vibrates; you’re good to go.

The serial number of your ORIGINAL DUO device is a code that exists of fourteen characters. This code is displayed on the side of your Holder

IQOS ORIGINALS are available in four vibrant colors: Silver, Slate, Scarlet and Turquoise.

Yes – you can customize your IQOS ORIGINALS DUO and make it your own by choosing from a range of coloured caps, doors and silicone sleeves.
In order to keep your device clean, we suggest the dual cleaning tool to get into those hard-to-reach spaces around the base of your ceramic blade.

Yes, You can customize your device by choosing from our range of accessories crafted especially for ORIGINALS DUO device.

IQOS ORIGINALS device contains our patented HEATCONTROL TECHNOLOGY, using our unique ceramic blade to heat the tobacco from the INSIDE.
This blade with platinum and gold tracks, inserted into the HEETS tobacco stick so all its wide surface touches the tobacco, optimally heating it to a temperature below that of combustion. This releases a real tobacco taste, providing cigarette-like satisfaction without producing smoke & ash.

IQOS ORIGINALS DUO is now available in four vibrant colors: Scarlet, Silver, Turquoise and Slate.
IQOS ORIGINALS DUO has HEATCONTROL TECHNOLOGY and a unique ceramic blade to optimally heat tobacco from the inside.
Ceramic blade with platinum and gold tracks, which once is inserted into the HEETS tobacco stick covers all its wide surface & optimally heating it and providing cigarette like satisfaction.
IQOS ORIGINALS ONE is a compact, lightweight easy-to-use, all-in-one device, that fits in your pocket offering up to 20 experiences including 3 consecutive uses on one full charge.
IQOS ORIGINALS DUO is the new name of our IQOS 3 DUO device.
The Pocket Charger consists our most compact lightweight Holder, with 20 uses, and includes 2 consecutive uses in one full charge.
Hundreds of customization options for IQOS ORIGINALS DUO with a range of accessories including more color options for caps, doors and sleeves.
Dual cleaning tool, cleans your IQOS ORIGINALS device even more effectively.

IQOS ORIGINALS DUO is the new name for IQOS 3 DUO.

IQOS ORIGINALS DUO מחליף את IQOS 3 DUO.
אמנם שינינו את השם והוספנו ארבעה צבעים נוספים, אך ה-IQOS ORIGINALS DUO מגיע באותה צורה כמו קודמו, ומציע את אותה חווית טעם טבק אמיתית, אותה משלימים על ידי מגוון משופר של אביזרים ואפשרויות התאמה אישית.

After choosing the product, select the quantity you want and then «Add to cart». A message will appear to let you know that the product you selected has been added to your cart. By selecting "Continue shopping", you can continue with your purchases, while selecting "Proceed to order", you can proceed with the payment. If you mistakenly entered a product into your cart, select "Delete" under the single product. If you have incorrectly entered the quantities, use the arrows next to the product to modify them, then select «Recalculate»: in this way your cart will be updated automatically.
If you have a discount code, you can enter it on the shopping cart page in the section "Enter the promo code and click OK", followed by the "OK" button: a message will appear to inform you of the correct entry. To proceed with the payment, select "Order Now". Enter your details and your shipping address and finally choose the payment method you want to use. At this point you will be directed to the final page with a summary of your data. To conclude the order, click on «Buy».
Afterwards, you will receive two emails: the first communication will include the summary of the order and confirmation of payment; the second communication will include the link to track and monitor your shipment. If not received, try checking in the Spam folder.

In order to place an order on IQOS.com, you must be a registered user. You can register directly on our website, in the "Sign in / Register" section.
If you already have an IQOS account, instead, it will be sufficient to click on "Login", then enter the email address and password defined at the time of registration. Forgot your password? Click on "Forgot your password?" To receive an email that will allow you to create a new one.

All IQOS products ordered through our Online Store are delivered to you at your home address. The shipping fees are:
For orders bellow 100 NIS : Shipping fee is 55 NIS
For orders bellow 299NIS : Shipping fee is 19 NIS
For orders over 299 NIS : No shipping charges