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What are your opening times?
Our phone lines are open from 8:30am to 5pm, Monday to Friday excluding bank holidays.
How long does delivery take?
This depends on the method selected, but we always advise to wait a minimum of 10 working days for Royal Mail deliveries.
Are orders sent via a tracked service?
Yes, all orders are sent using a tracked service. Tracking information will be provided once the order has been despatched.
I haven’t received my order confirmation?
Order confirmations are sent to the email that was entered at the checkout, so please ensure this correct. If the email address is correct, then please check in your spam/junk box.
My order says delivered but I haven't received it?
We advise to check with your neighbours to see if they have taken it in for you. If your neighbours don't have the parcel, then the Postie could have taken it back to your local delivery office. We recommend checking with your local delivery office to see if they are holding the parcel. Advisory cards should be left if the delivery has been made elsewhere, but we are aware this is not always the case.
Can I order from overseas?
Orders for overseas (including Republic of Ireland) can’t be placed via the website yet. Due to Brexit, we need to confirm some additional information before despatching your order. Therefore, if you want to place an order, please send us an email.
As soon as overseas ordering is available, there will be a postage option at the checkout when you select your country.
Can I collect my filter?
We are located in Louth, Lincolnshire and we are open to the public for collection. Please let us know in advance if you are coming to collect, so we can check stock and get it ready. We can take cash or card payments; this includes Apple and Google Pay as well.
We do not have a showroom or shop of products, so you will not be able to browse.
Can your Three Way taps replace my main tap?
Yes, our three way filter taps are designed to replace your existing main tap in the kitchen, utility etc.
How big of a hole do I need to drill to install the filter tap?
Our dedicated filter taps need a 12mm hole drilled and our three way taps need a 37mm.
How do I find my reference number to login to the website?
If you have received an invoice, then this is located on the left hand side under the address. If you don’t have an invoice then it will be on a previous or recent reminder email.
I can't see the filter that I need?
Sometimes, there isn't a specific filter for a system or fridge, so it may just be a generic one you require. If you can't see your specific filter then please send us through a photo of your filter and we will advise if we have a suitable alternative.
Why can't I find my model of fridge listed under the filter?
Unfortunately, most fridges don't have model specific filters and with the amount of new fridges becoming available, the list would become endless. If you are unsure of what filter is required, then please send us a photo of the filter and we will be able to advise you.
My fridge light hasn’t reset when I have installed my new filter?
This is exceptionally common and the vast majority of fridges do need to be manually reset. As there are lots of different fridges, we can’t advise on how to reset them. Some fridges will have a filter reset button, others may require a combination of buttons to be pressed. What we would advise is to look in your manufactures handbook if you are unsure.
When should I replace my housing unit?
We advise to replace filter housing units between every 8-10 years.
Do you have recyclable products?
Yes, we do have some recyclable products; FilterLogic FLR-10J Fortress Drinking Water System and the Kitchen Spring RIX250 System.
How often should I change my filter?
The vast majority of filters need to be changed on a six monthly basis as this is the industry standard, but there some exceptions. If the life is different to six months then it will be specified on the product. As with all filters, the life will depend on usage and the overall quality of the water.
What is the difference between original and compatible filters?
There is no difference other than the cost. Genuine filters can be expensive, so we like to offer an alternative product that will work and fit the same, but at a cheaper price. All of the compatible filters have passed every regulation required, therefore, you can rely on a compatible filter just as much as the original.
Can I return my product?
You can return your product to us for a refund or exchange providing it is; unused, damage free and in its original packaging. For items that you believe to be faulty, please contact us first.
Do you have any discount codes?
If we have any promotions active then they are emailed directly to the customer. We do not publish discount codes on any third party websites, so please keep this in mind if you are trying one of these.
Do you price match?
We always try to ensure that our prices are very competitive but, if you can find the exact same product and it is in stock at a cheaper price, then we will happily try and match the price where we can.
I've never heard of Pozzani, how can I trust you?
We have been in business for over 35 years and we have built a very reputable company, that prides itself in having excellent customer service and values. Pozzani has thousands of returning customers weekly and recently, lots of new customers. We are happy to answer any questions or queries you have about us or our products.