FAQs

Bottled water coolers

What are the benefits of drinking bottled water?
The health benefits of drinking water are very well established – keeping all our major organs well hydrated helps them do their job properly, and improves concentration and productivity. It can also moisturise skin, aid digestion, help remove toxins and even regulate out emotions. Bottled water in particular tastes better taste than tap water, without any chemical treatment or chlorine.

How much water should I drink?
An average of at least two litres a day is recommended for someone who weighs 60 kilos. Intake can vary depending on physical activity, climate and temperature.

How do I know how many bottles to order?
A standard 18 litre bottle of water holds about 120 cups. Assuming an average of four to six cups per person in summer months and two to three in the winter, this equates to about eight to ten bottles per person, per year. So a group of five people would need 45-50 bottles of water between them per year.

Do I have to pay a deposit for bottles?
No, but all our bottles are reusable, so we keep a record of deliveries and ask you to return the empties. A fee may be added to your invoice if empty bottles aren’t returned.

How often do I need to get my bottled cooler serviced?
Normally every 16 weeks. Our customer services team will automatically arrange for our qualified engineers to carry out routine sanitisation for you.

What’s the best way of storing water bottles?
In a cool, dry and dark place (like a store cupboard) and out of direct sunlight as well as other strong light sources such as strip or fluorescent lighting. We can supply bottle covers and storage racks.

Is there a best before date?
Bottled water can be used indefinitely if stored correctly, but we recommend no more than six months.

Mains fed water coolers

Is a mains cooler better than a bottled cooler?
Bottled water is great – but some people prefer mains fed because the running costs are lower, you don’t have to worry about storage of bottles and there’s no risk of running out. The environmental impact is also lower.

How does a mains fed cooler work?
It draws water from the mains supply through a direct connection, passes it through an advanced filtration system and then purifies it.

How does the filtration work?
We use carbon block filters because they’re more effective at removing contaminants than gas activated carbon filters. Our filters reduce or eliminate bad tastes, odours, chlorine and other organic contaminants so that your drinking water is significantly improved.

How often does the mains filter need changing?
Our water filters will last for six months. We’ll call you automatically to remind you when it needs replacing.

Where can I locate my cooler?
According to BWCA guidelines, it needs to be within one metre of a power socket (240v AC) and within five metres of a mains water supply in order to maintain hygiene and suitable water pressure levels.

What does installation involve?
It’s generally quick and easy to install plumbed-in water coolers, and it normally takes just 20 to 30 minutes.All our parts are approved this includes a 'T' connection compression fitting or saddle valve, an anti-leak device, and a pressure reduction valve to cope with any pressure spikes in your mains water supply. We use 1/4 inch polypropylene food grade tubing and enclose any that’s visible in white 16mm hard plastic trunking to keep things neat and well protected.

Can I relocate my cooler?
Yes, as long as power and mains water supply are available

Ordering

What products can I buy online?
You can buy water coolers, bottled water, and a wide range of other products and accessories.
 
Is it safe to order online?
We take the security of your personal data very seriously, and take every possible step to make our site as secure as possible. We use the very latest SSL encryption technology, and get our site regularly checked by security experts to make sure it’s kept up-to-date with all aspects of internet security. For more information read our privacy policy in terms and conditions

What information will I need to provide?
We’ll ask you for your full name, full postal address including postcode, telephone number, email address, and credit/debit card information. When confirming your order you’ll be prompted to enter details separately about delivery and installation.

How can I pay?
We accept payment using most major credit and debit cards, including Visa, Visa Debit, Mastercard, and Maestro, but not American Express.

What happens after I place my order online?
We’ll email you to confirm that we've received your order and that it's being processed. We’ll email you again at the despatch stage to confirm that your order is on its way to you.

What if I don’t receive an email confirming my order?
Just go to the My account section of our website and click on My orders. If your order doesn't appear on the list, you'll need to place it again. If you aren't sure, or if you need help at any time, just call us on 0800 644 4000.

When will you take payment?
Only when we've despatched your order - not before.

Can I cancel or amend my order once I’ve placed it?
No, sorry - so please make sure you review it carefully as you go through the checkout process. If you get stuck, call our customer services team on 0800 644 4000.

Can I complete my order by phone?
Yes, just call our customer services team on 0800 644 4000.

What if I forget my password?
Go to Sign in and click on Forgotten your password. We will email you a new temporary password.

Installation

Will you install my cooler?
We provide a standard installation service for mains fed water coolers and under sink filter kits that need a direct plumbed-in connection into the mains (drinking) water supply. Our own team of qualified engineers carry out every installation, testing all the connections by running at least two litres through it. We take away and recycle all the packaging.

Do I have to pay for installation?
Should you prefer to have your new water cooler, boiler or under counter filter system professionally installed we can offer a rapid-fit, hassle free installation carried out by one of our qualified engineers. Please see the installation options available for each individual product for further details or speak to a member of our Customer Services team directly on 0800 644 4000.

Is installation provided for free?
NO - our standard installation service is £99.99 to most UK mainland destinations.
The following postcodes will also incur an additional charge to the standard price: BT, GY, HS, IM, IV, JE, KA, KW, PA, PH, PO, TR and ZE

Do you offer installation everywhere in the UK?
Yes - as well as the UK mainland, we can deliver to the Scottish highlands and islands, Northern Ireland, Isle of Man, Isles of Scilly, Isle of Wight, the Channel Islands and British Forces Post Office (BFPO) addresses. We will make an additional charge for delivering to these locations.  For further information please contact us via the form or call us on 0800 644 4000

How long does installation take?
Usually just 20 to 30 minutes.


Delivery


Is delivery free?
Yes - standard delivery is free of charge to most UK mainland destinations.
The following postcodes will incur a minimal charge: BT, GY, HS, IM, IV, JE, KA, KW, PA, PH, PO, TR and ZE

Do you deliver everywhere in the UK?
Yes - as well as the UK mainland, we can deliver to the Scottish highlands and islands, Northern Ireland, Isle of Man, Isles of Scilly, Isle of Wight, the Channel Islands and British Forces Post Office (BFPO) addresses. We make a small charge for delivering to these locations.

Can I have an order delivered to a different address?
Yes, you can do this at the checkout stage. Just specify the delivery address you want in the delivery information box.

Can I get next day delivery (UK)?
Yes. If you want this express service please ensure that you place your order before 12 noon. All next day deliveries must be signed for – so please let us know an alternative delivery address if you don’t expect to be at the place of delivery given in your order.

When will I receive my order?
If we receive your order before 12 noon Monday to Friday, we aim to despatch it the same day. If we receive your order after 12 noon, we’ll despatch it the following working day. You should receive your order within three to five days of despatch if you choose standard delivery, or within 24 hours of despatch with next day delivery excluding weekends and bank holidays.

The following postcodes will be 72 hrs:
 
BT GY HS IM IV JE KA KW PA PH PO TR and ZE

How will my order be sent?
We use City Link for most of our consignments, apart from larger items which many come via another carrier.

What time will it arrive?
The day before your delivery is due, our customer services team will call you to let you know it’s on its way and give you an estimated time of arrival.

Service and sanitisation

How often will my cooler need to be serviced?
Normally every 13 weeks (Bottled Water Cooler) / 26 weeks (Mains Fed Cooler) to sanitise your cooler internally and externally, and to change the water filter. All our engineers are trained in servicing and sanitisation to BWCA (British Water Cooler Association) standards.

Why is sanitisation necessary?
BWCA research shows that regular sanitisation is important for ensuring that the quality of the water that’s dispensed is maintained at optimum standard.

What’s involved in sanitisation?
This will depend on the type of cooler you have, but we always follow BWCA technical procedures. The internal water reservoir, bayonet and valve reservoir and taps will all be sanitised using ozone treatment, or replaced.
If necessary, the cooler will be replaced with a sanitised one.

What happens if the cooler breaks down?
An engineer will normally be with you within 72  hours, with a replacement machine if necessary, so you’ll be up and running again without having to wait for parts or lengthy repairs.

Do you offer extended warranty and service packages?
Yes - please call our customer services team on 0800 644 4000

Environment

What’s your environmental policy?
We believe in taking responsible, positive steps to enhance the sustainability of everything we do. This includes reducing waste and energy consumption, and keeping emissions at the lowest possible level.

We aim to recycle or find uses for all of the waste we produce. Obsolete and damaged bottles, racks, crates, used caps, plastic cups, cardboard, printer cartridges, and even old computers are sent to local recycling depots.

We don’t use carbon offsetting as a replacement for real action. We manage our water resources in a responsible way. And we’re investing heavily in a strategic program to evaluate, measure and understand all aspects of our environmental performance so we can do even more to improve.

Our delivery drivers reduce fuel consumption by working out their daily deliveries to be as efficient as possible.
We use recycled packaging and/or biodegradable materials wherever we can.
Where possible we send invoices via e-mail to reduce paper consumption

Do I have to pay for any of this?
To help cover the cost of disposing of coolers, refrigerators and other components at the end of their useful life in an environmentally friendly way, we make a small charge. This relates to the Waste Electrical & Electronic Equipment Directive (WEEE).

www.dti.gov.uk/sustainability/weee or ww.envirowise.gov.uk/weee

Organisations 


What is BWCA?
The BWCA is the trade association for the bottled water cooler industry in the UK, and also encompasses the plumbed-in water cooler activities of its members. Its mission is to ensure that its members offer the highest standards of quality, safety and hygiene to the consumer together with an unimpeachable product and service.

Here are some of the questions we’re often asked. We hope you’ll be able to quickly find the answers you need. If not, just call our friendly customer services team on 0800 644 4000, email sales@thewaterwarehouse.co.uk or use this link.

Our standard opening hours are Monday to Friday, 9am to 5pm.

We're closed on Christmas day, Boxing day, New year’s day and bank holidays.

You can write to us at Customer services, Water Warehouse, Shaw Road, Bushbury, Wolverhampton, WV10 6LE.