THE SUB® is the innovative home tap from HEINEKEN® and Krups, designed by the highly acclaimed industrial designer Marc Newson. Select your favourite beers from around the globe, place the TORP in THE SUB, and enjoy delicious, freshly tapped draught beer.

You can buy THE SUB®in THE SUB section of our website.

THE SUB® is 45.5cm (excluding drip tray) x 23.5cm x 32.6cm. THE SUB® weighs 6.8 kg

THE SUB® Compact is 45.3cm (excluding drip tray) x 19cm x 37.5cm (l x h x d) and weighs 4.45kg.

THE SUB® plugs into the power outlet with a 90cm power cable. It’s extremely energy-efficient with a rating of A+.

When there is a TORP® in THE SUB®, it should stay plugged in in order to keep the TORP® perfectly chilled and ready for use. We recommend unplugging THE SUB® when it doesn’t have a TORP® installed. 

THE SUB® has an energy label of "A+". This means this is one of the most efficient appliances within the home draught system category. THE SUB® uses an average of 10 Watts in a “steady state.” This means the home temperature is 20-22°C, the TORP® is pre-chilled to 2°C, and THE SUB® is not pouring. It is comparable to an unopened refrigerator. 10 Watts is the same as a usage of 0,010 kWh per hour. THE SUB® Compact uses an average of 11 Watts in a “steady state”. On an annual basis, when THE SUB® is switched on all year, the energy consumption in the "steady state" is approximately 87.6 kWh.

THE SUB® is made of glossy plastic, and its drip tray is made of plastic.

THE SUB® Heineken Edition is made of anodised aluminium, and its drip tray is made of anodised aluminium and silicone.

THE SUB Compact® and its drip tray are made of plastic.

All models of THE SUB® come with a drip tray. TORPS®, skimmers, and other accessories are sold separately.

No, THE SUB® Is designed specifically to hold TORPS®, which can be purchased here.

Pull off the top of the TORP® sleeve along the dotted line. Then take off the cap and take the tube out. Push the tube into the opening of the TORP® until you hear a "click" sound (this may take a little force). Slide the TORP® into the cooling chamber of THE SUB®. Make sure you push the TORP® completely to the end of the appliance. Then open the tap cover and guide the tube into place. Snap the beer valve in its position in the tap head. Close the tap cover, close and lock THE SUB® door and leave to chill.

Check out our How it Works guide for a visual and more information. 

Once your beer is chilled to the right temperature, the light on the front of THE SUB® will turn green. Tapping a beer before the TORP® is completely chilled will produce a lot of foam. We recommend waiting until the green light is on. To pre-cool your TORP®, set the fridge at the lowest temperature and put the TORP® on the lowest shelf (this is the coldest area) for 6 to 10 hours, or until the cold indicator on the TORP® turns blue.

THE SUB® chills to 2–6°C and can't be set to any other temperature. 

This is perfectly normal. THE SUB® will adjust temperature to keep your beer perfectly chilled, so you may hear its cooling fan working! THE SUB® makes a noise level of 25DB.

This is perfectly normal. THE SUB® is fitted with a pump to keep the TORP® under pressure. During use, the pump will start up automatically, generating a sound that will stop after a few seconds. THE SUB® makes a noise level of 25DB.

It can be that the TORP® was not inserted correctly and has not correctly activated the pressurizing mechanism. Please remove the TORP® and try inserting it again. Our Craft TORPS® are a few millimetres smaller than our regular TORPS®, which is why we include a plastic clip with them. Please make sure that you have placed the clip on the TORP® – simply insert the tube into your TORP®, then slide the clip over the top of the neck of the TORP®. This will help the TORP® fully activate the pressurizing mechanism. You can also remove this clip once you have finished the TORP® and re-use it on your next TORP® if needed.

A foamy flat beer is usually due to the fact that the TORP® is not cold enough. Using a pre-chilled TORP® will speed up the cooling process to 2°C.

To pour the perfect beer, we recommend holding your glass at a 45° angle, and close to the nozzle of the SUB. Turn your glass back to a 90° angle just as your beer reaches the edge of your glass, and fill until the glass is full. It is okay for the beer to flow over just a bit, as this will ensure you get the perfect beer to foam ratio – just make sure your drip tray is underneath your glass!

You can find an instruction video on how to pour the perfect beer here.

Unplug THE SUB® before cleaning the inside and outside with a soft cloth. Use a damp cloth to clean the cover and a dry cloth to clean the cooling chamber.  THE SUB® should never be immersed in water. Harsh cleaning products may damage THE SUB®. Clean the drip tray with warm, soapy water after every use. We recommend cleaning the tap every time you load a new TORP® to avoid contamination and mixing different beers.

You can find an instructional video for cleaning THE SUB® and THE SUB® Compact here.

There currently is no loyalty program for THE SUB®. We’re looking into ways to reward our loyal customers and plan to have a rewards program in place as soon as possible. In the meantime, we encourage you to sign up for our newsletter and follow us on our social media channels to receive special offers, updates on new products, opportunities to receive free samples and more. You can subscribe right below in the footer of the website.

If you received an insert in your SUB® package about registering your device, please Contact Us. It is no longer possible to register TORPS®. We apologize that the information on the quick guide that accompanies THE SUB® is not yet updated.

The differences in terms of function between our SUB® models are displayed below. All models are made to function with all of our TORPS®. The aesthetic differences are that the SUB® Compact is slightly smaller in size and is loaded from the top, THE SUB® is loaded from the front. In addition, the light on the SUB Compact® is not an on/off switch as it is on THE SUB® - it is turned off by unplugging the device.

The tube that is inserted in the tap is located in the cap of each TORP®, and should not be taken out of the TORP® once inserted.

Once in THE SUB®, cooling down a TORP® takes 10 to 16 hours (depending on starting temperature of the TORP®). When your beer is chilled to the right temperature, then the light on the front of THE SUB® will turn green. To speed up the process, ensure your TORP® is fully chilled before inserting it into the SUB®. Set your fridge at the lowest temperature and store the TORP® on the lowest shelf (this is the coldest area) for 6 to 10 hours, or until the cold indicator on the TORP® turns blue.

The temperature of the TORP® depends on the temperature in the fridge and the time the TORP® has been in the appliance. If the temperature of the room is above 30 °C and the TORP® has not been pre-chilled, it can happen that the light does not turn green. The temperature of the beer in this case is within 2 – 6 °C and still cooling. As long as the TORP® has been in THE SUB® for a couple of hours, it is not a problem that the light is still red. 

For an order of 10 or more SUBS® for your business please contact: partnerships@onlinedrinks.com (TORPS®, BLADE®, Beertender®, and accessories excluded).

The SUB® user manual is delivered with the appliance. You can also download it here.

You can also download The SUB® Compact user manual here.

A TORP® holds two litres of beer. This corresponds to about eight 25cl glasses.

The complete range of TORPS® is available in the BEERS section of our website.

TORPS® can be purchased on our website, they are not available offline. We also occasionally have deals on Amazon.

A limited selection of TORPS® can also be found at select locations of SPAR and MERKUR. (AUSTRIA ONLY)

The full range of available beers and their prices are listed in the BEERS section of our website. The selection of beers we offer may vary per country, and we’ll be introducing new beer brands over time.

Aside from seasonal beers, we regularly replenish our products, please subscribe to the email notification to receive an alert as soon as the product is available in our webshop again. This can be found at the bottom of the page of our website.

No, TORPS® are designed specifically for THE SUB®.

TORPS® are 11cm in diameter and 26.9cm high, and weigh 2.1kg

We guarantee good beer quality of fully sealed TORPS® for 2 months after purchasing from our website. Once you’ve opened your TORP®, the beer is guaranteed to stay fresh for 15 days, if stored in a running SUB. You can find the best-by date on the side of your TORP®. We guarantee the quality of the beer through the end of the month noted. After this date, quality may decrease. In general, we recommend storing your TORP® in a cool and dry location, for instance the fridge. That will ensure the best beer taste and experience.

Before use, keep TORPS® in a cool, dark place. If there's room in your fridge, keep a spare TORP® chilled and ready to use. Set the fridge at the lowest temperature and put the TORP® on the lowest shelf – this is the fridge's coldest area. DO NOT PLACE THE TORP IN DIRECT SUNLIGHT, STORE THE TORP BELOW 30 DEGREES, OR FREEZE THE TORP.

No. The TORP® should not go below zero degrees as this may damage the packaging and cause beer leakage. You will no longer be able to use the TORP® once frozen.

Once in THE SUB®, cooling down a TORP® takes 10 to 16 hours (depending on starting temperature of the TORP® as well as the ambient room temperature). When your beer is chilled to the right temperature, the light on the front of THE SUB® will turn green. To speed up the process, set your fridge at the lowest temperature and store the TORP® on the lowest shelf (this is the coldest area) for 6 to 10 hours, or until the cold indicator on the TORP® turns blue. 

The temperature of the TORP® depends on the temperature in the fridge and the time the TORP® has been in the appliance. If the temperature of the room is above 30 °C and the TORP® has not been pre-chilled, it can happen that the light does not turn green. The temperature of the beer in this case is within 2 – 6 °C and still cooling. As long as the TORP® has been in THE SUB® for a couple of hours, it is not a problem that the light is still red. 

Once a TORP® has been opened, you need to keep it in THE SUB® and keep THE SUB® plugged in. This will keep the beer at the right pressure and freshness. You can take the TORP® out before it is empty, but once removed it should not be consumed. 

No, the TORP® is specifically designed to be used with THE SUB®. The beer inside the TORP® needs to be kept under controlled pressure, otherwise the beer will not be the quality you would expect. Piercing the TORP® is not recommended as the sudden change in pressure could cause it to rupture.

The TORP®S are sturdy, but they could leak if they freeze or are punctured. If you have a TORP® that was leaking when you received it, please contact our Customer Care team.

If you notice a leak, the TORP® is no longer usable. If you have a TORP® that was leaking when you received it, please contact our Customer Care team .

Yes, over reasonable distances and as long as the transport does not incur high variations in altitude and therefore too much pressure. Nevertheless, once at your destination, it is better to let it rest a few minutes before use. As the beer may have been shaken about, you must let the foam settle back down. Please note, the TORP® is not transportable by plane, because of the significant variation in altitude and therefore pressure. 

You can, in principle, still use this TORP®. It is better, once the TORP®  has been straightened back up, to let it rest for about ten minutes before use.

It is no longer possible to register TORPS®. We apologize that the information on the quick guide that accompanies THE SUB® is not yet updated. We’re looking into an updated way to reward our loyal customers and plan to have a new rewards program in place as soon as possible. In the meantime, we encourage you to sign up for our newsletter and social media channels to receive special offers, updates on new products, opportunities to receive free samples and more. You can find it at the bottom of the page of our website.

The missing TORP® is counted as the main product, and the remaining number adds up for the rest of the bundle. For example, you may see a bundle of 8 TORPS®, but in your basket it may show a count of 7. This is because the 8th counts as the main product and is not listed as the additional TORP®. This is due to a system limitation which we are planning to resolve in the near future.

Unfortunately our current system limitations do now allow customers to choose their own TORP® bundle items. This is an option we would like to have in the future and are working on, but we cannot currently provide.

DE: Yes, TORPS can be deposited in the relevant machines to be channelled in the recycling stream. We advise you to cut the tubes prior to prevent jamming the machine.

AT: The TORP® is made of PET plastic, and the recommendation is to dispose of the TORP® in an appropriate plastic waste stream. Actual realisation depends on local collection systems and policies in place. 

Our craft beers refer to TORPS® from brands that own clear craft credentials and identity, telling a story about origin, beer taste/ingredients, brewing process, and brewer.

The Craft TORP® supply chain is designed to keep the beer cold during filling, transport to our logistics hubs and during storage. It is important to cool the beer once received by the customer. During last mile delivery the beer is not actively cooled and experiences ambient temperatures. Since this is only during a limited period (maximum a few days) the beer will still be of brewery fresh quality upon delivery.

The Craft TORPS® are not shipped in the same way as the regular TORPS®. Craft TORPS® are handled via a cooled supply chain and filled in small batches. All that, together with the fact that the craft liquid is more expensive, means that the costs of the Craft TORPS® are substantially higher.

Our Craft TORPS® are a few millimetres smaller than our regular TORPS®, which is why we include a plastic clip with them. Please make sure that you have placed the clip on the TORP® – simply insert the tube into your TORP®, then slide the clip over the top of the neck of the TORP®. This will help the TORP® fully activate the pressurizing mechanism. You can also remove this clip once you have finished the TORP® and re-use it on your next TORP® if needed.

A draught keg is a 5L beer keg that can be used without any device. Kegs are pressurized and include their own tap system.

The weight of a 5L draught keg is about 6 kg.

A 5L draught keg corresponds to twenty 25cl glasses.

Yes, over reasonable distances and as long as the transport does not incur high variations in altitude and therefore too much pressure. Nevertheless, once at your destination, it is better to let it rest a few minutes before use. As the beer may have been shaken about, you must let the foam settle back down. Please note, the keg is not transportable by plane, because of the significant variation in altitude and therefore pressure.

You can, in principle, still use this keg. It is better, once the keg has been straightened back up, to let it rest for about ten minutes before use. If the handles are broken, this is not a problem since you will not have to move the keg anymore.

If you notice a leak, the keg is no longer usable. If you have a draught keg that was leaking when you received it, please contact our Customer Care team.

The use-by date is printed on the side of the keg, towards the bottom, or underneath. If the date is not on the keg, contact Customer Service and be sure to keep the defective keg.

You can keep it until the end of the month indicated as the use-by date on the side of the keg.

The pierced keg can be stored for 30 days if stored at a temperature between 5 and 8 degrees. The quality of the beer may be impacted over a period of time, which will impact the taste and the amount of oxygen in the beer. 

The ideal storage temperature is between 5 and 8 degrees. Like all other beer kegs, do not allow the kegs to be exposed to temperatures exceeding 30 degrees.

No, beer is not a product made to withstand temperatures below 0 degrees. DO NOT FREEZE the keg as it may explode if frozen.

Empty kegs can be thrown away with other household rubbish. However, be sure to respect the sorting criteria specific to your local authority. 

You can use the keg by itself by using the mini-spout and the mini pull handle that are in the plastic shell at the top of the keg.

The cooling time is about 12 hours in your refrigerator. This time depends on the performance of your refrigerator, its size and the ambient temperature.

The best way to cool the keg is in your refrigerator. To speed up the process, set your fridge at the lowest temperature and store the TORP® on the lowest shelf (this is the coldest area).

Blade® is an 8-liter countertop draught dispenser that provides a freshly tapped beer.

Blade® is 59 x 29 x 47.1 cm (h x w x d) including drip tray, and weighs 17.6 kg (26 kg including a keg).

Blade® is not battery powered. Blade must be plugged into the wall mains with a 2 meter power cable.

When a keg is loaded in Blade®, it should stay plugged in in order to keep the keg perfectly chilled and ready for use. We recommend unplugging the appliance when it does not have a keg installed.

The energy consumption will be approximate 0.8 kWh per day. This is comparable to a 35 Watt lamp.

Check out our HOW IT WORKS section.

Unplug Blade® before cleaning the inside and outside with a soft cloth. Use a damp cloth to clean the cover and a dry cloth to clean the cooling chamber. Blade® should never be immersed in water. Harsh cleaning products may damage the appliance. Clean the drip tray with warm, soapy water after every use. We recommend cleaning the tap every time you load a new keg to avoid contamination and mixing different kegs.

The Blade® appliance chills to 2°C and cannot be set to any other temperature.

The temperature gauge uses a sensor to indicate the temperature on the exterior of the keg. The optimum drinking temperature is when the pointer of the temperature gauge is at the bottom of the scale. Note: use only pre-cooled kegs at a temperature of 3-4 ⁰C.

No. You will hear the fan at the back of the cooling system when the appliance is cooling the keg.

No, this is perfectly normal. You will hear the air pump inside the appliance during pouring. After closing the tap, the pump will be in operation until the controlled pressure is reached. This can take a few seconds.

The Blade® user manual is delivered with the appliance. You can also download it here.

A Blade® keg is an 8L beer keg, and is specially made for and can only be used with the Blade® countertop draught system.

A Blade® keg holds eight litres.

The full range of brands available in this country is listed on our website. The selection we offer may vary depending on the country, and we’ll be introducing new brands over time.

Each keg measures 20.5 x 36.91 cm, and weighs 8.3 kg. The kegs are delivered in individual boxes. The box dimensions are: 20.9 x 21.5 x 38.15 cm.

The shelf life of a keg is 6 months. Once the keg is installed in Blade®, it will stay fresh for up to 30 days.

Store the keg on a cool place and pre-cool the kegs in the fridge at least 24 hours prior to use. The keg should ideally be chilled to to 4⁰C.

No. The keg should not go below zero degrees as this may damage the packaging and cause beer leakage. You will no longer be able to use the keg once frozen. DO NOT FREEZE the keg as it may explode if frozen.

We recommend that kegs are pre-chilled in the fridge for 24 hours before use. Cooling down a keg directly in the appliance will take more than 24 hours.

If the keg is pre-chilled at 4 ⁰C, you can start serving right after placing the keg in the appliance. For best results, ensure the needle is pointing at the bottom of the temperature dial before pouring.

Once a keg is open, you have to keep it in your Blade® appliance. You can store the open keg for up to 30 days. This will keep the keg at the right pressure and freshness. You can take the keg out before it is empty, but once removed it should not be consumed.

No, the keg is specifically designed to be used with Blade®. The beer or cider inside the keg needs to be kept under controlled pressure, otherwise it will not be the quality you would expect.

No, the 8-liter keg is designed specifically for the Blade® appliance.

The kegs are sturdy, but they could leak if they freeze or they are punctured. If your keg is leaking upon arrival, please contact Customer Care team.

It is a program that we provide to facilitate our existing customers to introduce a friend to the SUB® products on our Website. If you like us enough to recommend us, we will happily give your friends an introductory discount, and we will give you a discount as thank you.

Mention Me is the company who manages our referral program.

Once your order has been processed, a pop-up will appear enabling you to refer a friend with a link. After clicking through the call to action button on the first step of the pop-up, you will receive the referrer registration and forwarded e-mails from Mention Me. You can inform your friend by either sharing the link via email or private message from social media platforms (WhatsApp, Facebook, etc.), or by informing the friend to fill in your full registered name during the checkout process when purchasing. If you share the offer via email or private message from social media with a friend, you can review the content of the proposed e-mail prior to sending the message. 

If you have a pop-up blocker or have left the page too fast, you may not receive a pop-up with the link. If this is the case, please contact our Customer Care team and provide your order number.

There is a limit of 5 referrals per day and a maximum of 25 referrals per year. 

Each friend can only use the link once.

You (the referrer) will be rewarded with a separate discount code that will be sent via e-mail once your friend has placed a qualifying order. The program offers you a 15% discount code including already discounted SUBS® however, it cannot be used in conjunction with discounted beers or accessories.

You will receive an e-mail as soon as you have qualified for a reward. The e-mail will come from refer-a-friend@mention-me.com. You can also see the status of your referrals on your dashboard. You can find a link to your sharing dashboard at the bottom of the e-mail you receive when you sign up for our referral program.

During the checkout process, there is a link just above the voucher code box that says “Been referred by a friend?” Once you have confirmed the friend who has referred you, you will be able to access your reward. You can then enter the code, in the ‘DISCOUNT CODE’ field during checkout.

You (the referee) will receive a 15% discount off THE SUB® home draught appliances in your first order. The code does not entitle you to 15% off beers or accessories and is valid only on THE SUB® home draught appliances. The code can only be used once and by you only. 

The code cannot be used in conjunction with any other offer or discounted products except on discounts off THE SUB® home draught appliances. The code cannot be transferred, exchanged for cash or sold.

In order to use the offer, the code should be entered in the ‘DISCOUNT CODE’ field at the checkout. 

If you have been referred by a friend, the code received is valid for 14 days. If you have received a code as reward for referring a friend, the code received is valid for 6 months.

Glasses should not go into the dish washer as this could ruin any logos printed onto the glass. We advise to rinse with hot water and soda, then rinse well with hot water.

Creating an account is free and allows you to:

• - save your shipping- and billing-address to your account so you do not have to do this next time you place an order
• - go back to your shopping cart and finish your payment if you left the order page
• - view your order history
• - manage your newsletter subscription

We respect your privacy, and we are committed to keeping your Personal Data secure and managing it in accordance with our legal responsibilities under applicable data protection laws, for more information please see our Privacy Policy.

Creating an account is useful but it is also possible to order withtout an account. If you do not tick the box "Create an account for your next visit", you will order as a guest.

Once your are on the check-out page:

1. 1) fill in your billing address
2. 2) if appliable, add a different shipping address
3. 3) tick the box: "Create an account for your next visit"
4. 4) fill in a password (add at least one special character, for example "!")
5. 5) confirm password 

After these steps, you are able to login at the top on the right hand side of the page by clicking the "my account" button.

We respect your privacy, and we are committed to keeping your Personal Data secure and managing it in accordance with our legal responsibilities under applicable data protection laws, for more information please see our Privacy Policy.

You can view, edit and delete your personal data in the account section. 

Reset your password by clicking on ‘forgot my password’ on the login page.

Your username is the email address you used to create your account. Use the same email address to reset your password. Reset your password by clicking on ‘forgot my password’ on the login page.

Edit your communication preferences under the ‘Newsletters’ section of Your Account, or contact our Customer Care team.

You can pay for your order on the-sub.com with

• Visa
• Mastercard
• PayPal
• Giropay
• Sofortbanking

Payment on our site is secured with up-to-date security standards.

The minimum order value on the-sub.com is €15.

If you are using a discount code for your order, the total must still be at least €15 after the discount is applied.

Not everything. You can save your address, but not your specific payment details.

We use a secure third party payment provider to ensure that your payment details are kept safe. We do not store any of your payment information on our site.

We use a secure third party payment provider (Ingenico) to ensure that your payment is processed in a secure manner. Please see our Terms & Conditions for more information.

Check whether the information you entered contains any errors and try again, or try a different payment method. If you need assistance, feel free to contact our Customer Care team.

Vouchers have an expiry date, can be limited to a specific category (for instance Beers) and cannot be applied in combination with other promotions. 

Vouchers have an expiry date, can be limited to a specific category (for instance Beers) and cannot be applied in combination with other promotions. 

Your order confirmation is sufficient to claim warranty. Should you wish to receive an invoice, please contact our Customer Care team.

The delivery options, shipping times and costs offered during checkout may differ based on your specific shipping address and the items selected. Please note that the minimum order value for the-sub.com is €15.

Standard delivery through UPS within 3-5 working days when ordered before 4pm. Delivery of the products will only take place within Germany and Austria. Unfortunately we are unable to deliver to Heligoland and Büsingen and therefore unable to deliver to the following postcodes: 88266, and 27483 to 27498.

If you order above €45, you will get FREE standard shipment. Please note that the minimum order value in the web shop is €15.

You will receive a shipment confirmation via email with a link to track your order. You can also track your shipment via your order number on the UPS tracking site, using your order number as the reference.

In case your order has arrived damaged or incomplete, please contact our Customer Care team within 24 hours after receipt of the order. Please include a picture of the defect and your order number in the email, this way we have all the information to solve this for you.

In case the parcel should have been delivered according to the tracking details, but you did not receive it, please contact our Customer Care team within 24 hours after the tracking states the parcel has been delivered so we can take the necessary steps.

Depending on the volume, your order can be shipped in multiple parcels. The shipment confirmation email is designed to show all tracking numbers for your order.

You can also track your shipment via your order number on the UPS tracking site, using your order number (SUBUK-ORD######)  as the reference.

- visit https://www.ups.com/tracking/tracking.html

- fill in your order number at "track by reference"

-UPS will show all related tracking numbers.

It is possible that UPS may deliver part of your order to a UPS Access Point. You can find the information about the delivery location if you click “View Details” Under the tracking status of the parcel in UPS. You will be able to pick up your parcel from the Access Point.

It is possible that UPS may deliver part of your order to a UPS Access Point. You can find the information about the delivery location if you click “View Details” Under the tracking status of the parcel in UPS. You will be able to pick up your parcel from the Access Point.

Yes - you can have your order delivered wherever you like within Germany/Austria. You can save multiple addresses in your profile for easy access in future.

You can ship our products to the following European countries: Germany, Austria, The Netherlands, Italy, Belgium, Luxemburg, Spain, Portugal, the United Kingdom, and Switzerland. We do not currently deliver anywhere else. Please order on the country specific page you want your order delivered to. You can change the country of the store by clicking on the world symbol in the menu of our website.

Our warehouse is set up to process your order as soon as possible, which prevents us from cancelling your order. If you do not want to receive your order, please refuse the delivery and the shipment will be sent back to our warehouse. In case this is not possible, please contact our customer care team for the return instructions.

As soon as our warehouse has received and processed your return, the money will be refunded to the account you used to place your order within 14 days after the return has been received by our warehouse.

Unfortunately it is not possible to change your order after it was placed. Should you wish to order different products, please refuse the delivery or contact our Customer Care team for the return instructions. The money will be refunded to your account within 14 days after the return has been received by our warehouse, and we kindly request you to place the correct order in our webshop.

In case you would like to change your delivery address, this is only possible via UPS My Choice. 

If no one is available to accept the delivery, our third party delivery provider will leave a note stating that delivery was attempted. This note will indicate at which UPS Access Point location the goods will be stored and can be collected by you. The details of the location can also be found in your tracking details.

If the goods have not been picked up at the UPS Access Point location within 10 working days, after failure of the delivery, your goods will be returned to us. We will contact you to ask if you want a re-delivery or a refund. We will refund within 14 days after the return has been received and processed by our warehouse.

We are sorry to hear that the product or the delivery does not meet your expectations. You can return your order within 30 days after you receive the package. To return your order, you just need to let us know that you have decided to do so.

You can do this by:

1. 1) Contacting us directly by phone at 08006279960 (Germany), or 0800401038 (Austria), or
2. 2) Fill out the Cancellation Form and send it to our Customer Care team by e-mail at kontakt@the-sub.de. 

Once we receive your cancellation our Customer Care team will contact you as soon as possible to arrange a UPS pickup service. No shipping costs are incurred by the customer in this case. Please include a copy of the Cancellation Form or packing slip in the parcel so we can link the parcel to you. please note that returns without the packing slip might not be processed due to missing information.

In case your order has arrived damaged or incomplete, please contact our customer care team within 24 hours after receipt of the order. Please include a picture of the defect and your order number in the email, this way we have all the information to provide you with a suitable solution.

Please note that you will be responsible for the costs of return if you decide to return the product(s) without contacting our Customer Care team for the return instructions. The return shipment takes place at your own risk and your own cost. We advise you to save the documentation containing the tracking information of your return shipment. Please contact the carrier in case the parcel did not receive our warehouse. Any credit that becomes due as a result of your returned shipment, will be transferred within 14 days after the return shipment has been received and processed (we will transfer the amount due to the account that was used for the payment of your order).

Yes, the person who accepts delivery must be able to prove that he or she is at least 18 years old.

Our carrier can accept the following forms of identification:

• Passport
• Driving License
• Citizen Card
• Armed Forces/Police ID

Our packaging is discreet and the invoice is not included in the box.

It is possible that your order has been shipped in more than one parcel. It can happen that UPS delivers different parcels on different days, even if they belong to the same order number. If UPS is unable to deliver to you, it may be that they have delivered your parcel to a UPS Acess Point where you can pick it up. In that case, you can find the location of the UPS Access Point in the tracking link. For a detailed overview of the shipment of your parcel, please click the “View Details” option under the status of your parcel on the UPS tracking site. You can also choose “detailed view” within the “Shipment Progress” box for a more in-depth explanation of where your parcel has been. If you have checked these options and are still unable to determine where your order is, please contact our Customer Care team.

You can find information on our product warranty under section 2.11 of the Terms & Conditions . Krups International Limited Guarantee can be found here.

Krups grants a two year warranty on THE SUB®, starting from delivery date. Claim of warranty may lead to repair or replacement. You may return your unused SUB® within 30 days for a full refund (see article 11.10).

If you experience problems with your SUB® within the first two years after purchase, please contact our Customer Care team. Please include pictures of the defect, a detailed description and your order number.

In case your SUB® needs to be repaired, we will provide you with a return label or you can send it to a GroupeSEB repair centre nearby. Repairs on average take between 14 to 21 business days starting from the day we receive your device at our repair centre. More information about the warranty can be found in our Terms & Conditions. The Krups International Limited Guarantee can be found here. 

If you have any questions or comments, please contact our customer service department. We are available on working days from 10am to 5pm at kontakt@the-sub.de or by phone at 08006279960 (Germany), or 0800401038 (Austria). Please note we are closed on Dutch holidays.

In case of a defect, please include pictures and the reference number which can be found at the bottom of the appliance. It starts with VB650E10...

In case your question is related to an order, please include your order number.

We are working very hard to deliver a great experience to all our customers.

If you are experiencing issues with our products and/or services , please contact our Customer Care team.

If you have a complaint, please contact: escalations@onlinedrinks.com