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USAGE & AFTERCARE
We recommend cleaning your Chilly's Water Bottle or Coffee Cup regularly with hot soapy water and rinsing the products after each use. Please DO NOT use Milton sterilising fluid as this can affect the products.
For a very thorough clean, we recommend using a mixture of 1-2 teaspoons (5-10 grams) of bicarbonate soda(UK)/baking powder(US), a splash of water and your usual washing-up liquid. Mix these to create a paste and spread evenly around the inside of your cup/bottle, concentrating on any marks. Leave this mixture to sit for around 60 minutes (or slightly longer if you have the time) and then give your product a good scrub with hot soapy water and your Chilly's cleaning brush. If you do have any build-up from tea or coffee use, you may need to repeat this a few times. Doing this should also help to remove any smell or taste from your Chilly's product.
Whilst Chilly's Bottles and Cups are made of high-grade stainless steel which preserves the flavour and freshness of your drinks, failing to clean Chilly's Bottles and their lids can lead to a smell or taste developing. For this reason, regular cleaning is highly recommended.
When not using your bottle or cup, we recommend storing it without the cap on to allow the inside to dry out.
DO NOT put your Chilly's Bottle or Cup in the dishwasher or leave the bottle to soak in water for a long period. This can cause paint damage and can lead to the vacuum becoming ineffective.
There is no need to put your Chilly's Bottle in the fridge! Our bottles are designed with double-wall vacuum insulation. This technology means that Chilly's Bottles are not affected by the outside temperature so the fridge will not be able to cool the water inside.
If you want to keep your drinks cold for as long as possible, we recommend chilling them beforehand and filling your bottle with ice cubes.
We would also not advise putting Chillys Bottles in the freezer. The reason is that this will have no effect on the bottle due to the double-wall vacuum insulation. This technology means the bottle is not affected by the outside temperature so the freezer will not be able to cool the contents inside. It has also been known to crack the bottle and break the vacuum seal if left in the freezer.
For best results for cold water, we recommend using very cold water from the fridge or tap and filling your Chilly's Bottle with ice cubes.
No, please do not put any Chily's products in the microwave.
The Chilly's Bottle, Coffee Cup, Food Pot, Tumbler, and Chilly's accessories are all unsuited to the fatal conditions inside a microwave.
Yes, you can put alcoholic drinks into Chilly's Bottles. Chilly's are perfect for keeping wine, beer, and Passionfruit Martini cold! We recommend a really thorough clean straight after use with hot soapy water. For further cleaning please use bicarbonate soda(UK)/baking powder(US) with water.
When not using your Chilly's Bottle, we recommend storing it without the cap on to allow the inside to dry out.
We do advise caution not to leave any organic produce that can spoil or ferment like alcohol in the bottle for too long as this may cause pressure to build and potentially damage the bottle and lid.
Please drink responsibly.
Yes, you can put fizzy and sparkling drinks into Chilly's Bottles.
Chilly's Bottles will also keep your drinks fizzy due to the airtight lid. However, the time it will keep drinks cold will vary significantly depending on the drink.
We recommend a really thorough clean straight after use with hot soapy water. For further cleaning please use bicarbonate soda(UK)/baking powder(US) and water.
Please be careful when removing the lid if you have been storing fizzy drinks in your Chilly's Bottle. Pressure can build up inside the bottle and can cause the lid to 'pop' off. We recommend exercising a lot of caution and opening the cap with a firm grip, with your hand over the top.
Yes, you can put soup into Chilly's Bottles. We recommend a really thorough clean straight after use with hot soapy water. For further cleaning please use bicarbonate soda(UK)/baking powder(US) with water.
Heat retention for soup will vary significantly based on the temperature of the soup.
Do not overfill the food pot or leave food inside with the lid on overnight, for more than 12 hours, or leave it to spoil. If this occurs, please exercise extreme caution as this can result in a dangerous build-up of pressure inside the food pot.
ORDERS & DELIVERY
In the UK, standard delivery is free when you spend over £40, otherwise costs £3.99
In the UK, express delivery is free when you spend over £60, otherwise costs £5.99
All international delivery costs range by country and are calculated at checkout.
If you have any questions, don’t hesitate to reach out to our customer service team.
Our delivery estimates start from the dispatch date (when you receive your shipping confirmation email).
Orders are usually dispatched within one working day after they are placed. Orders placed with express delivery are prioritised and guaranteed to dispatch within one working day.
Engraved orders take an extra working day to be processed before dispatch.
Our warehouse is closed over the weekend, so any orders placed late on a Friday afternoon are usually dispatched on the following Monday or Tuesday.
Please note that our warehouse is closed for UK bank holidays, so your delivery estimate may be affected if your order is placed over a bank holiday weekend.
We have recently implemented mixed packaging for orders, allowing products to be received in either tube or a recycled paper wrap bag. This initiative is part of our commitment to reduce our packaging weight by 70%.
Our new shipping boxes also double as a gift box, simply remove the shipping label, and turn the box inside out - no need to wrap!
Once dispatched, please wait for the following waiting period to pass before contacting us:
- Three business days for Express UK orders
- Seven business days for standard UK orders
- Ten business days for European orders
- Eleven business days for United States orders
- Ten business days for Australian orders
If your parcel has still not arrived, then please check the tracking information provided by the courier for a missed delivery notification, check with any immediate neighbours or safe places where the delivery may have been left.
Once you have done the above and have still not located your order, please contact our Customer Service team via our support widget in the bottom right-hand corner, and we'll try to get back to you within 1 to 2 working days!
Investigations
If your order has not arrived after the waiting period, an investigation will be conducted to locate your order.
Please allow the following timeframes for us to complete a full investigation:
- UK orders: 7 working days
- EU/ROW orders: 10-14 working days
Please note that the timeframe begins once we confirm that your case has been escalated for investigation.
These timeframes allow us to work closely with our delivery partners to gather the necessary information and complete all required checks. This will also ensure that we can resolve your case fairly and efficiently, providing the best possible outcome. Once the investigation is complete, we will contact you with the next steps.
The total charges for orders do not include any import taxes or customs duties. These vary by country and you should check whether your order will incur any such charges before finalising your purchase. Chilly's Bottles Limited will not be liable for any import or customs charges incurred by the customer for importing goods to their final destination. If any customs duties or charges are due, you will receive an email from our third-party supplier instructing you on how to pay these charges. Please note that your order will not be delivered until these fees are settled.
If you have been charged unduly, please reach out to our customer service team for assistance via our support widget in the bottom right-hand corner and we'll get back to you within 1-2 working days.
Yes, we can ship your Chilly's orders to the following countries:
- Australia
- Austria
- Bahrain
- Belgium
- Czech Republic
- Denmark
- Finland
- France
- Germany
- Greece
- Hong Kong
- Ireland
- Italy
- Luxembourg
- Malaysia
- Netherlands
- Norway
- Poland
- Portugal
- Qatar
- Saudi Arabia
- Singapore
- Spain
- Sweden
- Switzerland (may incur customs charges)
- United Arab Emirates
Unfortunately, the Isle of Man is not currently available on our website. However, we hope to have this shipping destination available in the future!
RETURNS & CANCELLATIONS
We offer a 30 day return window
If you are returning items from the UK, please use our portal below.
Return your items here.
Once on the portal, search for ‘Chillys’ and fill out the required information. Then select how you’d like to return your items.
If you are returning an item(s) outside of the UK, please return this to the address below. This address can also be found on your despatch note. Chilly's Bottles cannot be held responsible for any returns that are lost in the post, so we strongly recommend using a signed for service when posting returns to us.
Asendia UK Ltd
Unit 2B Viking Industrial Estate,
Hudson Road,
Bedford,
MK41 0QB
United Kingdom
We accept returns up to 30 days after delivery. All Chilly's Bottles are covered against manufacturing defects for a period of 2 years after purchase. Any items purchased via a 3rd party retailer must be returned to that retailer.
Please note:
- We require a proof of purchase for any returns requested.
- We do not offer free returns.
If you need to return any part of your Series 2 product (purchased as a bundle), please ensure you send back the full bundle with all parts intact and unused. Please note that if you attach the loop and lid together, the whole bundle will not be eligible for a refund. This is because once the lid and loop are attached, they cannot be taken apart.
Engraved Orders
Unfortunately, we cannot accept engraved orders back to our warehouse. This means that if you have chosen to have your product engraved, you will not be able to return this for a refund. If an engraved order arrives damaged or you think it might be faulty, please reach out to our Customer Service team via our support widget in the bottom right-hand corner and we'll get back to you within 1 to 2 working days.
Faulty/Damaged Items
If an item in your order arrives damaged or you think it might be faulty, please do not return it to us. Instead, we'd kindly ask you to hold onto the item and reach out to our Customer Service Team who will be happy to help. You can do this via our support widget in the bottom right-hand corner.
Process
As long as the product has not been used, we will issue a full refund once the item has been received by us at our warehouse. Please note that the cost of return will need to be covered by the customer, as we do not offer free returns. Please note that we do not offer returns on any engraved Chilly's products.
Our returns portal is designed to give you the most streamlined returns experience possible, as you’ll be kept informed every step of the way. However if it’s not for you, then don’t worry; you can still return your order by attaching the returns address to your parcel and posting it using your preferred method. We’d recommend using a tracked service so you can keep an eye on it!
Please ensure that all returns reach us in a saleable condition. For example, please do not affix any stickers to the packaging.
Please note that we aim to dispatch orders as quickly as possible once they are placed, usually within 24 hours, and this means we have a very small window to make any amendments.
As soon as you receive your order confirmation e-mail, you will have up to fifteen minutes in which to cancel and receive a full refund.
Orders can be cancelled via:
- The order confirmation e-mail
- Your Chilly's account
After this it will be very difficult for your order to be cancelled as it will have already been processed.
If you have an issue such as the wrong delivery address or the wrong product ordered, you can contact our customer service team.
Please note that we cannot guarantee that we'll be able to amend your order before it is dispatched.
We're so sorry that your order arrived damaged. Please contact our Customer Service team via our support widget in the bottom right-hand corner of our website and we'll get back to you within 1 to 2 working days.
Please do not throw the damaged product away, as we will need to see images of this in order to best assist you.
If something in your order has arrived damaged, you will not be expected to return it to us. Please do not return damaged products using the returns label provided.
Your Chilly's Promise: Built to Last (Almost!)
We craft our Chilly's bottles to be your trusty sidekick for ages. But hey, life happens! That's why we offer a two-year hug warranty from your purchase date to cover any genuine manufacturing quirks.
One Faulty Part? No Problem!
We're all about being kind to our planet, and that means cutting down on waste. So, if just one little bit of your bottle isn't quite right, we'll always try our best to send you the perfect replacement part instead of a whole new bottle. Less waste, more Chilly's love!
If we do need to swap your bottle, we'll aim to send you the exact same size and colour. If that one's off on an adventure somewhere else (discontinued!), we'll find the closest match to keep your hydration game strong.
What Our Warranty Doesn't Cover (The Oops Moments!)
While we're here for manufacturing hiccups, our warranty doesn't cover the everyday bumps and tumbles of life, like:
- Scratches, drops, or dents (they tell your Chilly's story!)
- Damage from not cleaning correctly (think dishwashers or freezers – ouch!)
- Taking your bottle apart, changing it, or getting it engraved by someone else (we love your creativity, but these can affect how it works!)
Proof is Your Superpower!
To make sure your Chilly's is the real deal and to check when it joined your adventures, we'll need a proof of purchase. Without it, we won't be able to offer a replacement under warranty.
Got a Feeling It's Faulty? Let's Chat!
Think your Chilly's has a genuine issue? Don't worry about sending it back just yet! Just tap our friendly support widget in the bottom right corner and tell us what's going on. A photo of the issue helps us zoom in on the problem!
If your Chilly's was faulty right out of the box (within 30 days), we can offer a full refund. After that, we're happy to offer a replacement under your warranty. Just a heads-up, your new Chilly's gets its own fresh start – the warranty period doesn't begin again.
Uh Oh, It Arrived a Little Worse for Wear?
If your Chilly's arrived looking a bit battered from its journey, please don't use it! Get in touch with our Customer Love team through that handy support widget right away, and we'll happily send a fresh one its way.
Chilly's Gifts: Spreading the Love (and the Responsibility!)
If your awesome Chilly's was a gift, the warranty chat needs to happen with the person who placed the order. So, if you spot an issue, just give the gift-giver a heads-up, and they can get in touch with us.
Bought from Somewhere Else? No Sweat!
If you picked up your Chilly's from one of our amazing retailers, they're your first point of contact for returns or exchanges if there's a manufacturing issue. Just show them your receipt, and they'll sort you out with a refund, exchange, or replacement parts if they have them.
Big Love for Boots Shoppers! If you got your Chilly's from Boots UK and it has a defect, you can reach out to our customer service directly with your proof of purchase – no need to head back to Boots!
Custom Coolness (Co-branded Bottles)
Because of data privacy stuff (GDPR), we can only chat about corporate orders with the person or company who originally bought them. If your custom-logo Chilly's has a manufacturing issue, please ask the buyer or the person who gifted it to get in touch. Our warranty replacement policy doesn't usually cover these, but we'll look at each case individually.
No, we do not offer a repair service. Unfortunately, once Chilly's Bottles become dented it's not possible to fix them. This is because they're made of stainless steel which can be very difficult to reshape.
If your Chilly's Bottle becomes dented, we wouldn't recommend trying to fix this as it may cause further damage to the bottle.
GIFT CARDS
Please visit our gift card page here, select the amount you’d like to purchase and enter the recipients details. This will send an email immediately to the recipient upon purchase or between 4am-10am on the day if scheduled.
All of our gift cards last indefinitely
Please enter the gift card digits in the voucher code box of our checkout and click ‘Apply’
To view your balance, please click on the ‘view gift card balance’ link in your delivery email. This will take you to a webpage with the balance of your gift card
As all of our gift cards are fulfilled or scheduled immediately, our usual 15 minute cancellation period does not apply. Please ensure all details are correct before placing your order. Should you need to cancel a gift card please contact our customer service team who can void the card on your behalf.
If you purchase something with a gift card and need to return it; please return via our usual returns process and the balance will be refunded onto your gift card. Should you have paid partially between a gift card and debit card, this will be refunded onto each payment method used.
No, it is not currently possible for gift cards to be purchased in conjunction with any other offers or voucher codes.