FAQ

About the Retap products

How sustainable are the Retap products exactly?
An independent research made by Carbon Footprint Ltd shows that it is possible to save 17.9 kg CO2e every year when using a Retap Bottle instead of a standard 0.5 L PET plastic bottle. After refilling a Retap Bottle nine times, the environmental impact will be lower compared to using one single-use plastic water bottle.

How sustainable are the Retap lids exactly?

The Retap lids are 100% safe and suitable for reuse. The standard lids are made of thermoplastic elastomer (TPE), which is a material completely without PVC, bisphenol A (BPA) and phthalates. We have carefully selected this material due to its low environmental impact and because of its physical abilities. 


How is Retap being sustainable in its production?
We produce the Retap lids in Denmark and the Retap Bottles, Carafes and Water Glasses are produced within Europe. This means that the products are produced close to the headquarter and we thereby try to minimise transportation as much as possible.

How is the new packaging sustainable?
The new packaging is made of reusable, recyclable FSC-certified brown paper. This means that when you buy a Retap product, you can recycle the paper insert and/or package after purchase.

Why is Retap a better alternative than a bottle in steel for example?
The first thing is that you can see the water that you’re drinking, which is preferable for many people (the glass is transparent). The Retap glassware is made of high strength, borosilicate glass, which is very durable and meets the highest hygienic standards. It is a pure material without lead nor cadmium and it cannot contaminate your water. Therefore, it is 100% safe for your personal health. Who doesn’t love drinking water you can actually see?


Why have Retap chosen TPE as material for the lids and not silicone when you aim to reduce plastic waste?
Retap has chosen thermoplastic elastomer (TPE) for the lids since it is free of PVC, bisphenol A (BPA) and phthalates. We have carefully selected this material due to its low environmental impact and because of its physical abilities. TPE also requires much less energy to produce compared to silicone.


I have put the Retap lid in the dishwasher, but it still smells bad?
We suggest you to use vinegar when cleaning it since vinegar removes smell and chalk. You can also let the lid lay overnight in a vinegar/water mix and clean with warm water and soap the day after. Repeat if necessary.

How do I clean the Retap products without a dishwasher?

We suggest you to use a bottle brush, warm water and a neutral soap when cleaning your Retap products.

Can the Retap products be recycled at the end of their life?

We suggest you to recycle your broken Retap product. Recycle it in a container for glass to keep the environmental impact at a minimum. All TPE lids and sleeves can be recycled as plastic.

Orders & Delivery

When ordering, do I receive a confirmation afterwards?
Whenever you order an item from us, we will send a receipt by email to show your order has been received. If you haven’t received an order confirmation within 2 hours, please check your spam mail. If you really haven’t received the email from us, please email: webshop@retap.dk and we will help you.

When is my order shipped?

We ship your order within 1-2 business days after you have received the order confirmation. You can expect to receive your Retap parcel within 2-7 business days, depending on where you live. When you place an order you will receive a confirmation email. When your order has been shipped we will send you a shipping confirmation email with a unique tracking number so you can follow the progress of your parcel.

Can I trace my order?
Yes, when your order has been shipped we will send you a shipping confirmation email with a unique tracking number so you can follow the progress of your parcel online.

How do I pay for my order?
We accept Mastercard and Visa or Bank Transfer. In Denmark we also accept Mobilepay. When placing your order, the full amount is reserved on your account by Retap and payment is debited from your card only at the time of dispatch. For security reasons, we do not store any payment information in our database.

How much does the shipping cost?
The prices for shipping to different countries can be found here: https://retap.com/products/shipping-costs.html

To which countries do you ship?
We ship to the following countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal (Madeira and the Azores excluded), Romania, Slovakia, Slovenia, Spain (Canary Islands, Andorra, Balearic Islands, Ceuta and Melilla excluded), Sweden and the UK. For an overview of possible delivery type and shipping costs per country click here.

Can I edit or cancel my order?
You cannot edit your order once it is placed. However, if you have entered the wrong delivery address or accidentally purchased the wrong product you can, within one hour after the purchase, contact us and we will be able to change the order for you.

I have received the wrong products, what do I do?
We apologize sincerely if you have received the wrong products. Please contact us at webshop@retap.dk and we will assist you further.

Returns & Cancellations

Can I edit or cancel my order?
You cannot edit your order once it is placed. However, if you have entered the wrong delivery address or accidentally purchased the wrong product you can, within one hour after the purchase, contact us and we will be able to change the order for you.

What are your return policies?
You have 14 days to cancel your purchase and return the product to us. The right of cancellation is applicable from the date when you receive the goods. To exercise the right to cancel, you must notify us within 14 days from reception of the product. If you want to cancel your purchase, please contact us at webshop@retap.com

How do I return my products?
To return goods to us, please send an email to: webshop@retap.com with your order number. We will after receiving the email send a shipping label back to you with more instructions on how to return a parcel.

Before you return the goods, you should make sure that they are securely wrapped. You are responsible for the goods until we receive them, this is why we recommend that you keep the receipt from the courier. The goods must be returned in the original packaging.

If you decide to cancel your purchase, you must pay the costs of returning the items. We will send you info with costs for this together with the return label.

Please note! We do not accept packages sent COD or similar. Only use the return label that we supply you with.

When do I get my refund for my returned goods?
When we receive the goods, we will check them and you will be refunded the amount paid to us within 14 days.

The amount is always transferred to the same means of payment used for the purchase. If, for example you paid by card, the purchase amount is reversed to the payment card you used for the purchase.

NOTE:
You may lose your purchase amount, in whole or in part, if the product is impaired or damaged because: 1: you have used the product 2: The product was damaged while you were responsible for it.

Lifetime Warranty

How does the Lifetime warranty work?
The lifetime warranty enables you to receive a new, similar product of the broken one, if your Retap product accidentally should break.

The Lifetime warranty applies to the different Retap Bottle sizes 0.3L, 0.5L, 0.8L, Carafe and drinking glasses. Be aware that we only replace broken products. Please keep your lid, we only replace the broken bottle/carafe/glass.

How do I make use of the Lifetime warranty?
First of all you need to register a Retap Account here on the webpage www.retap.com/forlife Once you have your own account, you can easily make use of the Lifetime warranty in the logged in mode. Here you will need to upload a picture of the broken product.

Can I use the Lifetime warranty forever on the same product?
The Lifetime warrant only applies once per purchased item. This means that the warranty can only be used once, per product you own. The transaction is an exchange of goods, and no money will be refunded.

Can I use the Lifetime warranty wherever I live?
The Lifetime Warranty is only valid within the EU (+ Switzerland & Macedonia). If you have purchased your product outside this region we are not able to supply you with the Lifetime Warranty. You are however welcome to register a Retap Account anyway and take part of our newsletters etc.

Do I need to pay for something when using the Lifetime warranty?
We replace your broken product for free. However, you will need to pay for the shipping cost. This cost differs depending on which country you live in. See shipping costs here: https://retap.com/products/shipping-costs.html

Other Questions

Using a sleeve for the Retap Bottle, does that result in a heating effect on the contents?
No, using a sleeve for your Retap Bottle will not affect the heat/cold effect on the content.

Can I pour boiling water in the Retap Bottle without it cracking/exploding?
Yes, you can put boiling water in your Retap Bottle without it braking, but the bottle is not designed for hot drinks. Therefore, the heat from the boiling water will go through the glass and make it too hot to hold with your bare hands.

Can I put sparkling drinks in the Retap Bottle?
No, unfortunately the lid will pop off because of the pressure inside the bottle. We are working on a solution for a new ceiling for that.

The Retap Bottle is leaking
Unfortunately, the Retap Bottle is not 100% leak proof because of the design structure of it. Each bottle is unique because they are made out of one piece of glass, which means there can be small differences from product to product.

The Retap Bottle is broken
The Retap Bottle is not free of breaking since it is made of glass. However, if you register for a Retap Account on the webpage and upload a picture of your broken bottle, we will replace it with a new bottle.

The Retap Sleeve has a gap after use
Can you please send us a picture of the gap? If it is located next to the loop it might be because of a manufacturing error.

Retap Lifetime Warranty

If your Retap drinkware accidentally breaks, we will replace it with a new one.

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