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?
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
Where can I order jugs and filters?
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?
How do your filters work?
Are your jugs and filters BPA free?
Can I put the jug in the dishwasher?
What are the dimensions of the jugs?
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?
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?
How can I download the filter replacement app?
Does the filter replacement app collect any of my user information?
Who tests the Aqua Optima water filters?
Why is my filter running slowly or blocking?
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?
What do I do with my water filter when I go on holiday?
The inside of the filter cartridge bag is damp. What do I do?
Sometimes when I first use the filter, the water runs black. Why is this?
I am getting green mould/algae in my jug. Why is this happening and how can I prevent this?
I bought a 30/60 day filter but they are not lasting the full life. Why is this?
My product is faulty. What do I do?
Please take it back to the retailer you purchased from for a replacement.
Can I obtain replacement parts?
Evolve+
Can I use this filter with any water?
Can this filter be used abroad?
What happens to the water if I use it for longer than the recommended life?
Can impurities leak back into the water when the filter is used up?
What is the shelf life of this filter?
What does this filter out?
Does this filter reduce trihalomethanes in the water?
How do I know when the filters needs to be replaced?
I don’t like the taste of my water. Will this filter help?
Will this filter remove fluoride?
How long does this filter last?
Does this purify saltwater?
Where is this product made?
I can’t fit my filter easily, it seems too tight to twist in?
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 can be used with Brita* PerfectFit jugs with the addition of the PerfectFit key (included in current Evolve+ filter packs). Older packs of Evolve+ filters which do not include the PerfectKey will not fit with Brita* PerfectFit jugs purchased after June 2020.
What is the difference between Evolve and Evolve+?
Universal
Can I use this filter with any water?
Can this filter be used abroad?
What happens to the water if I use it for longer than the recommended life?
Can impurities leak back into the water when the filter is used up?
What is the shelf life of this filter?
What does this filter out?
How do I know when the filters needs to be replaced?
I don’t like the taste of my water. Will this filter help?
Will this filter remove fluoride?
How long does this filter last?
Does this purify saltwater?
Where is this product made?
What jugs is this filter compatible with?
Lumi
Hot weather is affecting my machine.
The water from my chiller tastes funny. Why is this?
My product is faulty. What do I do?
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?
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?
What do the lights on the front mean?
The lights on the front of my lumi are not illuminating. What do I do?
Why does the fan keep switching off?
Why is my chiller excessively noisy?
My water is not cooling. What do I do?
How often do I have to change the filter?
How long should water sit in the chiller?
What filters are compatible with the lumi chiller?
Cleaning instructions for the internal cold chiller
Aurora
Hot weather is affecting my machine.
My Touch screen isn’t very responsive. What can I do?
How do I turn the child lock off?
My product is faulty. What do I do?
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?
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?
How often should I descale the machine?
Could you please advise how to descale and what product to use?
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?
What is the manufacturer’s guarantee?
Does Aurora truly boil water?
Is Aurora safe to leave plugged in when not in use?
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 |