FAQs

Please note: Original and Evolve 30 day and 60 day filter products are being discontinued. They have been replaced with our new Evolve+ 30 day filter. Evolve+ is compatible with your existing Original or Evolve filter jug and the lumi chiller.

General FAQs

Are your filters recyclable?

Aqua Optima Evolve 30 & 60 day, Original 30 & 60 day and Universal filters are 100% recyclable within UK and EIRE through our partnership with TerraCycle® .

There are 2 different ways to participate in this program

1. Drop of your Aqua Optima water filter at your nearest public drop-off location. To find a location near you, please visit the following link: https://www.terracycle.com/en-GB/brigades/aquaoptima

2. Set up a public drop-off location. To learn more about setting up a public drop-off location, please visit the following link: https://www.terracycle.com/en-GB/brigades/aquaoptima

SIGN UP: https://www.terracycle.co.uk/en-GB/account/sign_up

Where can I order jugs and filters?

Our products are also available in the UK at Amazon, Argos (UK and Ireland), Ozaroo, Pound Stretcher, Robert Dyas and Wilko.

If you are located outside the UK, our products are available on Amazon in France, Germany, Italy and Spain.

How do I prepare my jug?

Please read the instructions for use via the download page: https://www.aqua-optima.com/downloads

How do your filters work?

Aqua Optima filters have a 5-Step Filtration technology which significantly reduces unwanted substances found in tap water. In the first step, the fine particle filter removes large particles, sediment and rust. In the second step, activated carbon absorbs chlorine and filters out organic impurities, including humic acids, pesticides and herbicides. In step three, a special ion exchange resin helps prevent limescale build up and reduces heavy metals. The fourth step has a fine mesh that filters out tiny particles. Lastly, the shape and structure of Evolve ensures a consistent fast flow is maintained throughout the life of the product.

Are your jugs and filters BPA free?

The plastic materials used in the manufacture of Aqua Optima jugs and filters are BPA free and meet the requirements of the European Materials in Contact with Food Regulations 1935/2004 ECV and the specific standards for plastics EU Regulation 10/2011 EC.

Can I put the jug in the dishwasher?

No – our jugs are not dishwasher safe. In order for the plastic we use to be as environmentally sound as we possibly can be while still using plastic, our jugs are not best suited for the abrasive environment of the modern dishwasher. To clean them, simply use warm soapy water, rinse well, and dry carefully by hand.

What are the dimensions of the jugs?

The Liscia jug has a height of 240mm, width of 260mm and depth of 100mm. It has a total capacity of 2.5L and a filtered capacity of 1.2L.

The Oria jug has a height of 250mm, width of 260mm and a depth of 110mm. It has total capacity of 2.8L and a filtered capacity of 1.4L.

Which filter is compatible with my jug?

Evolve+ filters with the exception of Brita* PerfectFit jugs purchased after June 2020 are compatible with Aqua Optima, Brita* Maxtra* , Brita* Maxtra+* , Tesco† , Wilko** and all oval water filter jugs and filtered water chillers.

I used to buy the Original / Evolve type 30/60 day filter but cannot find them in store or online. Can I use Evolve+ filters with my existing jug?

Our Original and Evolve filter products are being discontinued. They have been replaced with our new and improved Evolve+ filter. Evolve+ works in exactly the same way as our Original and Evolve filters – and is fit compatible with the jug you are using with your Original and Evolve filter.

How can I download the filter replacement app?

Go to the downloads page. Please note, the Filter Replacement App is not available for use with Microsoft operating systems.

Does the filter replacement app collect any of my user information?

No, the App does not transmit any personal data. It only asks for your current location in order to lead you to the relevant information for your country.

Who tests the Aqua Optima water filters?

Aqua Optima is a member of the Water Quality Association (WQA), a professional body representing companies working in the water sector. We abide by the WQA’s strict code of conduct and use its laboratories to confirm that our products meet industry-wide standards in performance and component materials.

Why is my filter running slowly or blocking?

It is possible for the flow routes through the active ingredient in the filter to become blocked whilst in transit or, in some cases, it may simply be that an individual cartridge has not been correctly prepared when first used. This is often due to excess air in the filter cartridge building up over time or that the filter media has compacted so the water cannot pass through easily.

We recommend the following:

Remove the filter from the inner vessel.
Shake it vigorously to loosen and redistribute the filter media.
Rinse the filter briefly under a cold tap.
Refit to the inner vessel.
The filter cartridge should then revert to normal flow rates.

Sometimes when I change the water filter there are black particles on the cartridge. Are these harmful?

There may be a small residue of black carbon in the bag or on the surface of the cartridge; this is normal. The carbon we use in our filters is derived from burned coconut husks – a natural and renewable source. These particles are harmless and are washed off during the preparation process.

What do I do with my water filter when I go on holiday?

Simply remove the Aqua Optima water filter from the appliance. Place the filter in a sealed plastic bag and put it in the fridge to help preserve it. When you return, prepare the same filter as you would a new one. Place it back in the appliance and flush it through twice with water before use.

The inside of the filter cartridge bag is damp. What do I do?

This is quite normal. Our filters are sterilised using natural steam and sometimes this steam leaves a sterile water residue. This does not affect the filter’s performance, continue to prepare the cartridge in the usual way.

Sometimes when I first use the filter, the water runs black. Why is this?

One of the ingredients in our filter is activated carbon, which helps to reduce chlorine and organics, such as pesticides and herbicides. The carbon is in a very small particle form to ensure optimum treatment performance. Occasionally during transit, these particles abrade further to produce a small quantity of activated carbon powder. This is what you can see in the bottom of your filter jug. Normally these finer particles are flushed out during the preparation of the filter i.e. by soaking and flushing or running the filter under a tap until clear.

I am getting green mould/algae in my jug. Why is this happening and how can I prevent this?

Our filters reduce the level of chlorine found in tap water – chlorine is put into tap water to inhibit the growth of bacteria and mould. If mould and bacteria appear present in your jug, simply clean the jug with warm soapy water – or a solution of a mild cleaning fluid like Milton*. After washing, replace the water and the filter, and ensure the jug is stored in the fridge.

I bought a 30/60 day filter but they are not lasting the full life. Why is this?

There are some parts of the UK in which the water is extremely hard (limescale forms in kettle) and this will exhaust the filter more quickly. As the filter also targets heavy metals such as lead or copper, any significant amount of these metals in the plumbing system may also contribute to the filter exhausting earlier.

My product is faulty. What do I do?

f you purchased your product from aqua-optima.com, please send us an enquiry through the contact form.

Please take it back to the retailer you purchased from for a replacement.

Can I obtain replacement parts?

Certain parts can be obtained. Please contact us through the contact form.

Evolve+

Can I use this filter with any water?

Aqua Optima water filters are intended to filter potable tap water only and should not be used with water of unknown quality.

Can this filter be used abroad?

The Aqua Optima water filter can be used in other countries. However, it is designed only for use with water that is already fit for human consumption.

What happens to the water if I use it for longer than the recommended life?

The Aqua Optima water filter will continue to reduce the impurities in tap water but at a lower level for some time after the recommended filter life has expired. Once the water filter is completely used up, the water will be the same quality as tap water. The water filter never releases any impurities back into the water.

Can impurities leak back into the water when the filter is used up?

No – impurities cannot leak back into the water when the filter is used up.

What is the shelf life of this filter?

Aqua Optima filters will keep for several years. They should be kept in the original packaging and stored out of direct sunlight and in a temperature of between 1°C and 40°C.

What does this filter out?

The Aqua Optima Evolve+ filter reduces limescale, chlorine, heavy metals pesticides, herbicides and lead.

Does this filter reduce trihalomethanes in the water?

The media in our Evolve+ filter is known to reduce compounds such as trihalomethane, though we make no claims of it on our packaging.

How do I know when the filters needs to be replaced?

Please download our handy filter replacement APP from the Apple or Google stores.

I don’t like the taste of my water. Will this filter help?

Most people are reacting to the presence of chlorine when they say water tastes bad. Our filter does filter out chlorine and should deliver better tasting water.

Will this filter remove fluoride?

No, this filter does not remove fluoride.

How long does this filter last?

This filter is available in a 30 day option.

Does this purify saltwater?

No, this filter does not purify saltwater.

Where is this product made?

Our Evolve+ filters are made in China.

I can’t fit my filter easily, it seems too tight to twist in?

For stiff-fitting filters we recommend:

1. Turn the inner vessel upside down on a non-slip surface

2. Wet the silicon seal with water to act as a lubricant

3. Push down as you twist the cartridge into place.

What jugs is this filter compatible with?

Evolve+ filters with the exception of Brita* PerfectFit jugs purchased after June 2020 are compatible with Aqua Optima, Brita* Maxtra* , Brita* Maxtra+* , Tesco† , Wilko** and all oval water filter jugs and filtered water chillers.

What is the difference between Evolve and Evolve+?

The Evolve+ filter can reduce microplastics in water and is also compatible with the Brita* Maxtra+* jug.

Universal

Can I use this filter with any water?

Aqua Optima water filters are intended to filter potable tap water only and should not be used with water of unknown quality.

Can this filter be used abroad?

The Aqua Optima water filter can be used in other countries. However, it is designed only for use with water that is already fit for human consumption.

What happens to the water if I use it for longer than the recommended life?

The Aqua Optima water filter will continue to reduce the impurities in tap water but at a lower level for some time after the recommended filter life has expired. Once the water filter is completely used up, the water will be the same quality as tap water. The water filter never releases any impurities back into the water.

Can impurities leak back into the water when the filter is used up?

No – impurities cannot leak back into the water when the filter is used up.

What is the shelf life of this filter?

Aqua Optima filters will keep for several years. They should be kept in the original packaging and stored out of direct sunlight and in a temperature of between 1°C and 40°C.

What does this filter out?

The Aqua Optima Universal filter reduces limescale, chlorine, heavy metals pesticides, herbicides and lead.

How do I know when the filters needs to be replaced?

Please download our handy filter replacement APP from the Apple or Google stores.

I don’t like the taste of my water. Will this filter help?

Most people are reacting to the presence of chlorine when they say water tastes bad. Our filter does filter out chlorine and should deliver better tasting water.

Will this filter remove fluoride?

No, this filter does not remove fluoride.

How long does this filter last?

This filter lasts for 170 litres of water, which we approximate is 4-6 weeks of use.

Does this purify saltwater?

No, this filter does not purify saltwater.

Where is this product made?

Our filters are currently made in Estonia.

What jugs is this filter compatible with?

This filter is compatible with Brita* Classic, Boots** Original, Sainsbury’s † & other classic jugs. This filter is not compatible with Aqua Optima Jugs.

Lumi

Hot weather is affecting my machine.

During warmer days the fan on the appliance may seem to be on longer than usual. This is due to the ambient temp around the machine, causing the fan to work harder to achieve its desired temp. The appliance should be kept in a cool place, away from direct sunlight.

The water from my chiller tastes funny. Why is this?

We recommend trying to flush your filter an extra time. If the problem persists, please send us an enquiry through the contact form. Please note, none of the components in our filters are toxic and there is no need for alarm or worry.

My product is faulty. What do I do?

If you purchased your product from aqua-optima.com or Amazon, please send us an enquiry through the contact form.

If you purchased your product from a retailer within the 12 month guarantee period, please take it back to the retailer you purchased it from for a replacement.

I can’t fit my filter easily, it seems too tight to twist in?

For stiff-fitting filters we recommend:

1. Turn the inner vessel upside down on a non-slip surface

2. Wet the silicon seal with water to act as a lubricant

3. Push down as you twist the cartridge into place.

I broke my hopper trying to inset the filter. What do I do?

Please send us an enquiry through the contact form.

What do the lights on the front mean?

The power button is an indication that the chiller is plugged in and on. The Cool light will illuminate when the water reaches a chilled temperature.

The lights on the front of my lumi are not illuminating. What do I do?

Please send us an enquiry through the contact form.

Why does the fan keep switching off?

The fan will turn off when the water gets to a proper chilled temperature.

Why is my chiller excessively noisy?

The noise that comes from the chiller is typically the fan. Normal operating noise is within the range of 60-80 decibals.

My water is not cooling. What do I do?

If your chiller is near a heat source, like a radiator, it might not be able to get to a proper chilled temperature. If you are still having problems, please send us an enquiry through the contact form.

How often do I have to change the filter?

The lumi is supplied with a 30 day filter, although others are compatible. Please check the replacement instructions on the filter to ensure proper replacement time.

How long should water sit in the chiller?

We recommend to drain the water if it has been sitting for a week or more. There is a drain plug on the back of the unit at the bottom so you can properly drain the water.

What filters are compatible with the lumi chiller?

The lumi is compatible with original, Evolve, and Evolve+ filters

Aurora

Hot weather is affecting my machine.

During warmer days the fan on the appliance may seem to be on longer than usual. This is due to the ambient temp around the machine, causing the fan to work harder to achieve its desired temp. The appliance should be kept in a cool place, away from direct sunlight.

My Touch screen isn’t very responsive. What can I do?

Please ensure the protective film has been removed from the panel. It can sometimes be very well placed and not noticeable. This will improve the responsiveness.

How do I turn the child lock off?

The 60 second automatic child lock can be turned on/off by pressing and holding the temperature up arrow and volume down arrow simultaneously.

My product is faulty. What do I do?

If you purchased your product from Amazon, please send us an enquiry through the contact form.

If you purchased your product from a retailer within the 12 month guarantee period, please take it back to the retailer you purchased it from for a replacement.

Water is not flowing from the top tank to the bottom tank. Why is this?

Check your filter is correctly installed. For full installation details refer to section 3 of the user manual.

Remove filter cartridge, drain, shake vigorously and re-prepare as you would a new filter.

The descale light is coming on frequently. What can I do?

The process for descaling is 2 litres of pure white vinegar (5% acidity) and then 2 litres of clean water. If this does not work, please use the contact us page.

How often should I descale the machine?

Aurora will automatically detect scale build up. When this happens a warning light will show indicating that descaling is required. The frequency of descaling will vary from water supply to water supply (i.e. some areas have harder water and will require descaling more frequently)

Could you please advise how to descale and what product to use?

When the descale warning symbol is shown, press and hold the descale warning symbol for 3 seconds. Please refer to section 5 of the user manual for full details.
1. Fill water tank with 2 litres of white vinegar (minimum 4% acidity).
2. Place jug under dispense nozzle.
3. Press and hold the descale warning symbol for 3 seconds.
4. The descale warning symbol will flash and the appliance will run a descale process. Caution: Dispense solution will be hot.
5. When the water tank is empty, refill with 2L of cold water and press the descale warning symbol again.
6. The appliance will run a cleaning cycle. Caution: Dispense solution will be hot.
7. The descale warning symbol will turn off once complete.
8. Re-insert the Aqua Optima filter after descale process is complete.
9. The appliance is now ready to use.

What temperature does the machine chill to?

Aurora’s chiller will cool the water down to ≦12°C

What is the manufacturer’s guarantee?

Aurora has a 1 year gurantee from the date of initial purchase.

Does Aurora truly boil water?

When boiling temperature is selected, Aurora boils water @ 100°c and dispenses boiling water at the nozzle.

Is Aurora safe to leave plugged in when not in use?

Yes, the appliance is intended to always be plugged in to maintain the chilled water temperature.

What is the power consumption of the appliance?

Power (Watts) Comments
Hot dispense 2115W Heater & pump (not chiller)
Cold dispense 70W Fan, chilling and pump
Chilling power 60W Fan and chiller
Standby power 0.5W Screen off but plugged in

What is the electrical consumption when in standby mode?

<0.5W

What do I do after the machine is emptied fully from the base?

Please process through 1 litre of water on the chiller section to re-fill and allow to chill for the 40 minutes stated on first use.

Where can I find the instruction booklet for Aurora?

Please see the downloads page of our site.