FAQ - SodaStream

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FAQ

FAQs

Carbonating Bottles I Drinks Makers I General web site queries I Cylinders I Flavours I Ordering

Carbonating Bottles1.

Can a different company's bottles be used?

Only SodaStream bottles are recommended for use with your soda maker. Damages caused by or during the use of non SodaStream bottles or Cylinders will not be covered by your warranty. SodaStream will not be responsible for any damage caused to products made by another company.

How do I clean the carbonating bottles?

Your carbonating bottles should be cleaned by hand in lukewarm water, a small amount of lemon juice can be used to remove stains & odour. Please avoid using abrasive cloths (as you might scratch your bottles) and NEVER place the bottles in the dishwasher.

Why does the carbonating bottle have an expiration date?

Since the carbonating bottles have to withstand continuous carbonation under pressure, the expiry date on the bottle must be checked and new bottles purchased as soon as the former expires. While it looks like ‘simple’ plastic, the carbonating bottles are a highly specialised product made under the strictest supervision and they under go stringent testing. The bottle must also be replaced if put in the dishwasher, placed in the freezer, exposed to a heat source, or have become scratched. Glass bottles should be replaced if they become chipped.

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Cylinders1.

Can a different company's cylinders be used?

We cannot be responsible for the products of any other company. Only SodaStream branded cylinders should be used with your drinksmaker. Using any other cylinder will not be covered by the warranty.

How do I get NEW 425g/60 litre cylinder refill(s) when the one(s) I have is/are empty?

Firstly place your order for a 'gas refill', which you will receive within 2 to 4 working days.
When you receive your gas refills you will also receive inside your package a pre-paid address label.
Package the empty cylinder/s up using the brown box your gas refills arrived in.
Fill in your name and address in the Senders Details and apply the pre-paid address label onto the box and take to the Post Office. We highly recommend you obtain a Proof of Postage.
Royal Mail will then return the cylinder to us.

PLEASE NOTE:

At the time you order we will charge you for a full cylinder. (Cylinder User Licence Fee and gas content).
Return to us the empty cylinder/s you currently hold within 14 days of receiving your order, and we will automatically credit you for the empty cylinder/s once we receive it in our warehouse.
The cylinder you return is identified by the pre-printed return label with your identification barcode which is supplied with your order.
The credit will be applied to the same credit card you used for the purchase of the gas refills. Please make sure to keep your receipt for the return of the cylinder.

Alternatively, please visit our Store Locator to find your nearest stockist

How do I know if the cylinder is empty?

There are a number of indications that show that the cylinder is empty:

When you press the carbonating button you will not see any gas going into your bottle of water.
Even after repeated presses you don't reach the 'buzzing' sound.
The carbonating button may stay down.
The cylinder splutters showing that you have reached the end of the gas in the cylinder.

Please note:
We recommend that you keep a spare cylinder in the cupboard so that when the cylinder runs out you simply swap the cylinders and keep making sparkling water, and return the empty cylinder as you order your next gas refill.

How should the cylinder be stored?

The cylinders contain CO₂. Compressed gas has a tendency to expand when it is exposed to a source of heat for prolonged periods of time. Therefore the cylinder must not be exposed to sources of heat such as travel in a hot car, or placed right next a heat source such as an oven, stove or fireplace.

It is important to always store the cylinder in a cool and dry environment. Each cylinder is fitted with a unique safety valve, which will safely release the gas in the unlikely event the pressure in the cylinder rise.

My cylinders have been discontinued. What are my options?

To discuss your options and special offers that are available to you, please either call our Customer Care Team on 0845 601 0093 Monday to Friday, between 9am and 5pm or send a mail to customer.care-uk@sodastream.com. Please have the name of your drinks maker and when it was purchased to hand.

Should I hear a low hissing noise from my drinks maker during carbonation?

A slight hissing of gas may be heard when the drinks maker is under pressure. This is quite normal, and the noise should stop after carbonation when the bottle is tilted and the pressure is released.

Should my drinks maker continue to release gas after the carbonating button has been released?

If your drinks maker continues to release gas after the carbonating button has been released, do not remove the cylinder or the bottle. Leave the drinks maker in the upright position and do not touch the drinks maker until escaping gas is no longer heard. When gas is no longer being released, tilt the carbonating bottle. Unscrew the cylinder and return it to your supplier. Exchange the cylinder for a full one. Attention: the cylinder may be very cold.

Discard the carbonating bottle that was fitted into the drinks maker and replace it with a new one. In case of damage, stop using the drinks maker and contact the Customer Care Team.

When I attach a new cylinder, should gas leak after I have screwed the cylinder to the drinksmaker?

There may be a pressure leak between the cylinder holder and the cylinder valve. Screw the cylinder tighter into its holder. If this does not help, remove the cylinder immediately and check if the rubber head washer is in place. If it is missing or has slipped out of place, replace it. You'll find one spare washer (a small black rubber ring) at the back of your drinks maker or you may obtain one from our Customer Care Team on 0845 601 0093.

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Drinks Makers1.

Can I carbonate drinks other than water? Can I re-fizz flat drinks?

No. Only water should be carbonated. You risk damaging your drinksmaker and making a bubbly mess, and the warranty is invalidated once you use any other liquid other than plain water. Stick with chilled water and adding any of our wide range of fantastic flavours after carbonation.

Can I use my drinks maker that I bought outside of the UK or take a drinks maker bought in the UK abroad?

UK drinks makers use a specific cylinder thread, so you may not be able to find the refill cylinders anywhere other than the UK. If you have bought a drinks maker in the UK to take abroad or if you have brought one with you from outside the UK, give our team a ring and check your options. Call 0845 601 0093 Monday to Friday 9am-5pm.

Do I need a special water system in order to use my drinks maker?

No, your SodaStream drinks maker uses any type of plain water that you typically drink at home. However, CHILLED water makes better sparkling drinks, so we strongly recommend that you refrigerate water prior to use. Consider keeping a few spare bottles of water in the fridge so that you're ready to make great-tasting sparkling drinks whenever you desire.

To further enhance their carbonated water, some consumers do use filtered tap water - for information on our FilterStream On-line water filter system, please visit the FilterStream store page.

Does my drinks maker come with warranty?

Yes it does. We manufacture our drinks makers to exact specifications and are therefore able to offer a warranty. Please reference the instruction booklet that came with your drinks maker for more information.

How do I clean my drinks maker?

Your drinks maker must be cleaned with a damp soft cloth, without the use of other materials. Please do not put any part of it in the dishwasher.

How do I know how much sparkle to add to the bottle of water?

Your SodaStream drinksmaker allows you to make your drinks as sparkling as you like. As a general rule, this means pressing down sharply on the carbonating button in short bursts until you hear the distinctive 'buzzing' sound. Now you are ready to fine-tune your sparkle with 3 - 5 additional bursts, each creating more sparkle. You'll soon find your preferred sparkle for your water!

My drinksmaker and gas cylinder don't seem to fit one another.

Carnival, Centenary, Cool, Classic, 101 Deluxe, UK 101, Mr Fizzy, 201, A180, Apollo, Gemini, Original, Fizz On-Line, Evolution, Sparkling - all these drinks makers are compatible with the 35 litre 'Plus' cylinder, Please note that these cylinders along with the Alco2Jet 60 litre and Alco2jet 110 litre cylinders have been discontinued. If your drinksmaker has a yellow cylinder holder, the NEW 60 litre gas cylinders WILL NOT fit. For information on special offers available for you, please contact our customer care team on 0845 601 0093 Mon to Fri 9am-5pm.

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Flavours1.

How long will my drink stay sparkling?

Our hermetic seal in the carbonating bottle caps keep the sparkle in your drinks far longer than standard plastic bottles. If you make sure the cap is tightly closed and keep the bottle in the refrigerator, your SodaStream drinks should remain sparkling for over a week.

Can I add the flavour before carbonating a bottle of water?

No. Doing so will risk damaging your drinksmaker (as well as invalidating your guarantee). Adding flavour before carbonating a drink can cause the bubbles to overflow, so always sparkle the water first, then add your favourite flavour.

Do you have any caffeine-free flavours?

Yes we do have the following caffeine-free flavours currently included in the range:
Lemonade, Ginger Ale, Tonic, Sugar Free Lemonade, Sugar Free Orange, Sugar Free Tonic and Sugar Free Cranberry and Raspberry.
Please view the ingredients labels which can be located by clicking on each bottle for the complete nutritional information

How do you sweeten your sugar free flavours?

We use various sweeteners including Sucralose, Acesulfame K and Aspartame. These sweeteners have been approved by the local and governmental authorities and have been in use for many years. If you have dietary limitations, such as diabetes or other conditions, we recommend that you read the ingredients label closely and follow the ongoing direction of your doctor.
Please note that all flavours which are not labelled "sugar free" contain some sugar.

Should I refrigerate my flavours once I've opened them?

Refrigeration is always the best way to ensure freshness. Unopened bottles of flavour do not require refrigeration. Many people find that refrigeration is also the easiest way to store the flavour bottles

Some of your flavours are no longer available on the web site?

Yes, we have discontinued some of the regular flavours that are not as much in demand as in the past. We apologize if some of our customers are disappointed. We do however introduce new flavours from time to time so please check our New Flavours section on the website. We hope you will find our new flavours interesting and great tasting.

What is the shelf-life of the SodaStream flavours?

Our flavours are all packaged and labelled for maximum freshness. "Best before dates" will vary and are printed on the bottle. We endeavour to give you at least 3 months remaining shelf life. Please check your bottle for exact information.

What's the right amount of flavour to add to a bottle?

We generally recommend that you add one capful of flavour to a 1 litre bottle of water (you will see a fill-line on the inside of the flavour bottle cap), which produces a ratio of water/flavour of approximately 23:1. With our My Water range we recommend about ½ teaspoon to one litre bottle of water. You do have the freedom to alter the amount of flavour to match your personal taste.

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General web site queries1.

I am not sure if my online payment went through?

Soda Club uses a payment processing company. In order for a payment to be processed your details are sent to them to check that you have entered valid details for a payment method. However once you clicked on the "submit" button to send your card details, unless you receive a specific message back saying that it has failed, please assume that the order has been validated and the payment processed.

You should be orientated to a confirmation screen with an order number and receive a confirmation email. But even if you don't and you receive a general internet error message the order may have been validated. Please do not use the "back" button, this will not undo an order once the submit button is pressed. If you are unsure if an order has been validated or if you have any other problems, please call our customer care team on 0845 601 0093(Mon-Fri 9am-5pm) or send a mail to customer.care-uk@sodastream.com

Do you keep any record of credit card or debit card details?

Soda Club uses Global Collect as a payment processing company. The information you submit is transferred directly to Global Collect who check you have entered valid details and collect the money. Your credit card details are not available to the Soda Club staff. The payment card process is secure, the certificate of security can be found on the site on the payment card page.

How do I use a coupon?

You should sign in first so that you can view your basket on the right-hand side of the screen. If you don't have a log in, it will only take a few moments to create one. Once you go into the online store, you will see the basket and a link "click to add coupons". Enter a relevant code at any point during your shop and you will be told if you have been successful. Don't forget to check that your coupon has a valid date.

I am having a problem ordering using this web site

The ordering process requires pop ups to be enabled, please check this in your internet options. For any other problems, it is always a good idea to ring our customer care team on 0845 601 0093 Mon-Fri, 9am to 5pm or send a mail to customer.care-uk@sodastream.com

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Ordering1.

Are you able to deliver all over the UK? What about off mainland or abroad?

We are able to deliver your SodaStream products to any address within Mainland UK. We can only deliver to physical addresses, unfortunately we can not accept a PO Box address.

We can not deliver to anywhere off the mainland and abroad. Please see www.sodastream.com to see if we have a Direct service in your country.

Sodastream.co.uk uses Team C for its shipping.

Can I cancel my order?

Yes, you can cancel your order from the moment it is placed until 7 working days after you either received the products, or until you receive written confirmation of your purchase (complete with the description of goods, prices, delivery arrangements and costs), whichever is the later.

Please call our Customer Care Team (BEFORE you return the goods).

They will guide you through the returning of goods process:

Tel: 0845 601 0093 (lines open Mon-Fri, 9am-5pm)

E-mail: customer.care-uk@sodastream.com

Please have your order number ready and include it on all correspondence regarding your cancellation request.

The goods will be returned at your own cost. However, if the goods received were faulty or did not correspond to those ordered, we will carry the cost of shipping.

A full refund will be issued for your order (minus shipping costs) within 30 days of receiving your request, for any unopened concentrate bottles and Cylinders or for machines returned in their original package in good condition.

How long will it take to receive my order?

Sodastream uses Parcel Force for it's delivery. Delivery time for orders within the UK (mainland) is normally within 2 to 3 days after the order is placed. If you want to check on whether your order has been dispatched, please call our Customer Care Team on 0845 601 0093. Lines open Monday to Friday between 9am - 5pm. Or, visit the Parcel Force website at http://www2.parcelforce.com

How much does delivery cost?

We offer free delivery on all orders over £59, otherwise a £6.99 (incl. VAT) delivery fee will be charged.

How will my order be delivered?

Our goods are delivered by a third party courier service Team C.

Team C will deliver to an address, not a named individual. A signature upon delivery is required for all of our UK services. When no one is available to accept the item, they will try and deliver the parcel to a neighbour, or to a local Post Office branch, where it will be held for 16 days. A card will be left informing the recipient of the attempted delivery and where the parcel can be collected from. For buildings with multiple occupancy the complete address must contain business name or department details and telephone number to allow a delivery to be completed.

If you are ordering exchange gas cylinders, a Post Office returns label will be sent with your order. Please complete your name and address on the label and this needs to be placed onto the box of your empty cylinder so it can easily be tracked back to us.
Please make sure to obtain a proof of postage from the Post Office when returning your empty cylinders.

What if my goods haven't arrived between the 3rd and 5th working day after I placed my order?

If you placed your order between 29th and 2nd day of any given months, the delay may be due to an internal stock count - this can delay orders up to 2 working days. If the delay is longer than this, or if your order was placed between 3rd and 28th of the month - please call our customer care team on 0845 601 0093, Mon - Fri, 9am - 5pm, with your order number to hand.

What is our postal address?

Soda Club Worldwide Trading Company, 3 Francis Court, High Ditch Road, Fen Ditton, Cambridge, CB5 8TE. This is the office address, not a factory or a warehouse. Please do not send any products to this address.