Frequently asked questions

Delivery

Orders

  • What kind of fees are there?

    All orders below 50 EUR the standard delivery fee is 9.9 EUR. If you want to make a return an amount of 12 EUR will be charged. This amount could also be charged in case of a non-approved complaint. If using our lifetime warranty the customer will be responsible for shipping fee of 9.9 EUR.

  • Am I able to cancel my order?

    If you want to cancel your order, please contact our customer service via email as soon as possible with your order number.

  • Can I add items to my order?

    Unfortunately, we cannot add items to your order once it has been placed. Instead, we recommend you to place a new order.

  • Where is my order confirmation?

    Once your order has been placed you will receive an order confirmation to your email address. If you can’t find it there, we recommend you to check your junk mail.

  • When do I get my shipping confirmation?

    When your order has been shipped from our warehouse, you will receive a shipping confirmation sent to your email address. A tracking link is provided in the email which will become active within 24 hours.

  • How old do I need to be in order to make a purchase? 

    You must be 18+ years of age to make a purchase on our website.

  • Why does not my discount code work?

    If your discount code does not work, it may be due to several reasons:

    – The expiration date has passed

    – Your discount code only applies to standard prices

    – Your discount code has already been used

Our bottles

  • How do I clean my bottle?

    We recommend washing your bottle daily, especially if it has been used for any liquid other than water. A scrub of the interior, the mouthpiece, and the exterior will keep your bottle clean. The bottle is dishwasher safe up to 50 °C but the lid is more sensitive over time. Make sure to wash the bottle in low heat program if using a dishwasher, but to wash the lid by hand.

    When you’re not using your bottle, store it without the cap on so the inside stays dry.

Payments

Returns

  • I want to make a return, please help me.

    If you want to make a return, please contact our support at returns@bluewatergroup.com in order for us to provide you a return label. Fill out the return form that was provided in your package and choose the code that best explains the reason for your return and add the form with the item(s) in the original packaging. Attach the return label on the package and send it back to us. Once we have received your return, a confirmation email will be sent to you. A return fee of 12 EUR will be deducted from your refund.

  • Who is responsible for the refund cost?

    A return fee of 12 EUR will be charged by the customer when making a refund.

  • Have you received my return?

    Once we have received your return, you will receive an notification via email from us.

  • When will I receive my refund?

    Once your returned order is registered and approved, it will usually take within 14 business days until the money is back on your account.

  • For how long will the package remain on the delivery point?

    Your order will remain at the service point for 7 days from the date of arrival. After that your package will be returned to Bluewater and a fee of 30 EUR will be charged.

  • How do I make a complaint?

    If you want to make a complaint, please contact our customer service with your order number, the cause of the problem and a picture of the defective item. If using our lifetime warranty the customer will be responsible for shipping fee of 9.9 EUR.

  • How long is the return policy?

    You will always have 30 days to return your item(s) from the day you received the order. Please note that all items must be returned in original condition. If we receive the item/items has been changed in any way, Bluewater have the right to do a depreciation.