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Important information for IQOS clients during the period of quarantine

After tightening of quarantine conditions, we’re staying with you and providing all necessary services online.

We recommend safely purchasing necessary goods at our and choosing free courier delivery. You can also collect goods at those IQOS stores that are operating as goods collection points. When purchasing only IQOS devices (without any other additional items), you can also pick them up at IQOS partner’s points of sale.

IMPORTANT! Due to increased parcels flow before Christmas, courier delivery may take longer than usual. If you want to receive goods before Christmas, we recommend collecting goods at our partners’ points of sale or at IQOS stores–goods collection points.


  • If your IQOS is malfunctioning, use our online diagnostic tool, QURE, that is available at any time of the day, or contact IQOS Customer Care Service via toll free number 8 800 200 90 to find out, if your system is eligible for free device replacement. Then you will be able to replace the system:

More information on how to replace a malfunctioning system – here.

  • IQOS systems, accessories and cleaning tools can be purchased at our shop. We’ll deliver the goods free of charge throughout Lithuania or you can collect them at IQOS stores–goods collection points.
  • You can purchase IQOS systems at Circle K, Baltic Petroleum and Viada gas stations as well as at MAXIMA (XX, XXX, XXXX) stores.
    • IQOS 2.4 Plus can be purchased at Circle K, Viada and Baltic Petroleum gas stations as well as at MAXIMA (XX, XXX, XXXX) stores.
    • IQOS 3 DUO can be purchased at Circle K and Viada gas stations.

How to do it in a simple and easy way, read here.

  • If you want to try IQOS, we’ll deliver the system to your home completely free of charge:
    • try IQOS and return it after 14 days;
    • we’ll explain how to use the device remotely;
    • if you decide to buy IQOS after trial, you will be able to choose a new system in a model of your choice and available colour.

Learn more about the trial here.

How IQOS stores are operating as of 16 December?

Starting 16 December, some IQOS stores become goods collection points. Here you can only collect goods purchased at IQOS e. shop or replace your system, after checking eligibility for replacement by using QURE device diagnostic tool or after contacting IQOS Customer Care Service. Find the business hours of IQOS goods collection points here. All other IQOS stores do not work during quarantine.

Please follow these requirements when visiting IQOS stores–goods collection points:

IQOS Lietuva, karantinas, salonai, paslaugos, darbo laikas

All the latest information is always available in this piece of news, so we invite you to come back here regularly.

IQOS Customer Care Service will continue to serve you remotely. Choose the most convenient way for contacting:

  • by clicking the LiveChat icon at the right-hand corner of this website;
  • by sending us a personal message on our Facebook page IQOS Lietuva or by email at;
  • by calling the toll-free number 8 800 20090.

IQOS Customer Service business hours:
I-V 8:00-22:00,
VI-VII: 9:00-20:00.

If you have any comments or suggestions, we will be happy to receive them via or toll-free number 8 800 20090.

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