Contact and FAQ
1 THE SUB®
1.1 What is THE SUB?

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.

1.2 Where can I buy THE SUB?

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

1.3 How can I register my SUB?

Register your SUB at THE-SUB.com for 5% off on your next order. Click here to find out how.

Please note it is not mandatory to register your SUB. 

1.4 What are the dimensions of THE SUB?

THE SUB is 45.5cm (excluding drip tray) x 23.5cm x 33.5cm. 

1.5 How much does THE SUB weigh?

THE SUB weighs 6.8 kg.

1.6 Is THE SUB battery powered or do you plug it in?

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

1.7 Should I leave THE SUB plugged in?

When there is a TORP in THE SUB, it should stay plugged in. We recommended unplugging THE SUB when it doesn’t have a TORP installed. 

1.8 How energy efficient is THE SUB?

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. 

1.9 How do I load a TORP into THE SUB?

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 in the opening of the TORP until you hear a "click" sound. Slide the TORP into the cooling chamber of THE SUB. Make sure you push the TORP completely to the end of 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. 

1.10 How do I know when my beer is cold enough?

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 dark blue. 

1.11 Is it possible to regulate the temperature of THE SUB?

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

 

1.12 THE SUB makes a noise while cooling the TORP - is this a problem?

This is perfectly normal. THE SUB will adjust temperature to keep your beer perfectly chilled, so you may hear its cooling fan working!

1.13 THE SUB makes a noise when I pour - is this a problem?

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.

1.14 How do I clean THE SUB?

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 agents 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. 





1.15 Is there a loyalty program for THE SUB?

There is not currently a 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 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.

 

Please note you can register your SUB for 5% off one order. Click here to find out how. However, 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.

2 THE TORP®
2.1 How much beer is in a TORP?

A TORP holds two litres of beer, or about eight 0.25cl glasses.

2.2 Where can I buy TORPS?

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

Please note TORPS are not sold in any retailers and can only be purchased on our website.

2.3 What brands of beer are available?

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

2.4 What are the dimensions of a TORP?

TORPS are 11cm in diameter and 26.9cm high. 

2.5 How much does a TORP weigh?

A TORP weighs 2.1 kg.

2.6 Does a TORP expire?

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.

2.7 How should I store TORPS?

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.

2.8 Can I put TORPS in my freezer?

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.

2.9 How long does it take to chill a TORP?

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, 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 dark blue.  

2.10 Can I swap out a TORP before it is empty?

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. 

2.11 Can I open a TORP and serve the beer like a can or glass bottle?

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.

2.12 Can I use TORPS with other home draught appliances?

No, TORPS are designed specifically for THE SUB.

2.13 What should I do if my TORP leaks?

The TORPS are sturdy, but they could leak if they freeze or they’re punctured. If you have a TORP that was leaking when you received it, please contact Customer Service at contact@the-sub.co.uk or by phone at 0808 208 3260 or 0161 636 9230. Please note we are closed on bank holidays.

2.14 Is the TORP recyclable?

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. 

2.15 How can I register my TORPS?

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 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.

 

Please note you can register your SUB for 5% off one order. Click here to find out how.

3 MY ACCOUNT
3.1 How can I update my personal information?

You can view, edit and delete your personal data in the account section: http://uk.the-sub.com/account/

3.2 How can I remove myself from your email list?

Edit your communication preferences under the ‘Newsletters’ section of Your Account: https://uk.the-sub.com/account/newsletters/

3.3 I can't sign in to my account. How do I fix this?

Reset your password by clicking on ‘forgot my password’ on the login page: https://uk.the-sub.com/account/login/

3.4 I lost my account login data (username & password).

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: https://uk.the-sub.com/account/login/

4 PAYMENT
4.1 What payment options do I have?

You can pay for your order on the-sub.com with Visa, Mastercard, Maestro, PayPal and American Express. Payment on the-sub.com is secured with up-to-date security standards.

4.2 Is there a minimum order value? What if I am using a discount code?

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.

4.3 Can I save my payment details for next time?

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

4.4 Where are my payment details stored?

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.

4.5 Can you guarantee that my payments will be secure?

We use a secure third party payment provider to ensure that your payment is processed in a secure manner.

4.6 When I try to place an order, I see an error message that says I can’t pay. What should I do?

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 service department at contact@the-sub.co.uk or by phone at 0808 208 3260 or 0161 636 9230.

4.7 Who can I contact if the price on my invoice does not match my order total?

If you have problems with invoices or payments, please contact our customer service department at contact@the-sub.co.uk or by phone at 0808 208 3260 or 0161 636 9230.

5 DELIVERY & RETURNS
5.1 What delivery options are available?

On the-sub.com we offer different delivery options. The delivery options, shipping times and costs offered during checkout may differ based on your specific shipping address and the items selected.

  • Standard delivery: delivery within 3 to 6 working days when ordered before 3pm. Delivery speed is dependent on shipping address.
  • Express delivery: delivery within 1 to 5 working days when ordered before 3pm. Delivery speed is dependent on shipping address.
  • Pick up service: pick up your order at the UPS Access Point you select. Available with standard delivery only.
  • Delayed delivery: home delivery at the moment you select (one week in advance).

Delivery of the products will only take place within the United Kingdom mainland (including Northern Ireland). Unfortunately we are unable to deliver to the Channel Islands, Kirkwall, Outer Hebrides, Isle of Man and Shetland and therefore unable to deliver to the following postcodes GY, KW, HS, IM and ZE.

Please not that the minimum order value for the-sub.com is £15.

5.2 How much does delivery cost?

On the-sub.com we offer different delivery options. 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 on the-sub.com is £15.

 

 

Total order value <  £50

Total order value >  £50

Standard delivery 

£ 5 

free

Express delivery

£ 8.99

£ 3.99 

Access point

£ 5 

£ 5 

Sur-charged areas*

+ £ 5

+ £ 5

 *From Low to High: AB37 to AB38, AB44 to AB45, AB53 to AB56, CA18 to CA27, HS1 to HS9, IM, IV14 to IV28, IV30 to IV32, IV36, IV40 to IV56, IV7, IV9 to IV12, KA27 to KA28, KW, LA15 to LA23, PA20, PA21 to PA38, PA41, PA42 to PA49, PA60, PA61 to PA78, PA80 to PA88, PH1 to PH26, PH30 to PH44, PH49 to PH50, TR21 to TR25, ZE

5.3 How can I track my order?

You will receive a shipment confirmation via email with a link to track your order.

5.4 When I accept my delivery, do I need to prove that I am at least 18 years old?

Yes, the person who accepts delivery of THE SUB and/or TORPS has to be able to prove that he or she is at least 18 years old. 

5.5 Can I have my order delivered to a different address than my billing address?

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

5.6 Can I have deliveries shipped internationally?

Sorry, we are unable to ship these products to other countries.

5.7 Who should I contact if there's an issue with my delivery?

Please contact our customer service department. We are available on working days from 9am to 5pm at contact@the-sub.co.uk or by phone at 0808 208 3260 or 0161 636 9230. Please note we are closed on bank holidays.

5.8 Can I return the products?

You can cancel your order within 30 days after you receive the package. To cancel your order, you just need to let us know that you have decided to cancel. You can do this by:

1) Contacting us directly by phone at 0808 208 3260 or 0161 636 9230.  

2) Fill out the Cancellation Form and send it to our Customer Service team by e-mail contact@the-sub.co.uk.

Once we receive your cancellation our Customer Service team will contact you as soon as possible to arrange a UPS pickup service. No shipping costs are incurred by the customer. 

If you would like to return the product(s) yourself, you can send the products to: Heineken UK LTD, 3-4 Broadway Park, South Gyle Broadway, Edinburgh EH12 9JZ, however you will be responsible for the costs of return.

Please note we can only reimburse the purchase price to the bank account or credit card that was used to buy THE SUB.

6 CUSTOMER SERVICE
6.1 How can I contact customer service?

 

If you have any questions or comments, please contact our customer service department. We are available on working days from 9am to 8pm at contact@the-sub.co.uk or by phone at 0808 208 3260 or 0161 636 9230. Please note we are closed on bank holidays.

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