Contact and FAQ
1 CUSTOMER SERVICE
1.1 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 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.

2 THE SUB®
2.1 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.

2.2 Where can I buy THE SUB?

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

2.3 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. 

2.4 What are the dimensions of THE SUB?

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

2.5 How much does THE SUB weigh?

THE SUB weighs 6.8 kg.

2.6 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+. 

2.7 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. 

2.8 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. 

2.9 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. 

2.10 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. 

2.11 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. 

 

2.12 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!

2.13 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.

2.14 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. 





2.15 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.

3 THE TORP®
3.1 How much beer is in a TORP?

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

3.2 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.

3.3 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.

3.4 What are the dimensions of a TORP?

TORPS are 11cm in diameter and 26.9cm high. 

3.5 How much does a TORP weigh?

A TORP weighs 2.1 kg.

3.6 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.

3.7 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.

3.8 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.

3.9 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.  

3.10 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. 

3.11 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.

3.12 Can I use TORPS with other home draught appliances?

No, TORPS are designed specifically for THE SUB.

3.13 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.

3.14 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. 

3.15 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.

4 DRAUGHT KEGS
4.1 What is the weight of a full keg?

About 6 kg.

4.2 How many glasses of beer can be served from one keg?

A 5L keg corresponds to 20 25cl glasses.

4.3 Can the keg be transported?

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.

4.4 The keg fell but it does not look damaged and/or the handles are broken.

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.

4.5 The keg fell, there is a leak.

If you notice a leak, the keg is no longer usable.

4.6 I cannot find the use-by date.

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.

4.7 How long can I keep a 5L keg?

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

4.8 How long can I keep a 5L keg once open?

The pierced keg can be stored for 30 days if stored at a temperature between 5 and 8 degrees. Then, the quality of the beer may deteriorate, but there is no health risk.

4.9 At what temperature should 5L kegs be stored?

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.

4.10 Can I cool my keg faster by placing it in the freezer?

No, beer is not a product made to withstand temperatures below 0 degrees. In addition, the keg may explode if frozen.

4.11 What should I do with empty kegs? Are they recyclable?

Because our packaging rigorously respects environmental standards, empty kegs can be thrown away with other household rubbish. However, be sure to respect the sorting criteria specific to your local authority. In addition, the quantity of product contained is greater than the amount of packaging, compared to other formats (cans, bottles).

4.12 I bought a 5L keg but I do not have a machine.

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. 

4.13 What is the cooling time of a keg?

About 12 hours in your refrigerator. This time depends on the performance of your refrigerator, its size and the ambient temperature.

4.14 What is the best way to cool a keg to the right temperature?

For immediate use, you can cool the keg in your refrigerator. 

5 BLADE
5.1 What is Blade?

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

5.2 What are the dimensions of Blade?

Dimensions including drip tray are the following: 590 x 290 x 471 mm (h x w x d).

5.3 How much does the appliance weigh?

17,6 kg (26 kg including a keg).

5.4 Is Blade battery-powered or do you plug it in?

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

5.5 Should I leave the appliance plugged in?

When a keg is loaded in Blade, it should stay plugged in. We recommend unplugging the appliance when it does not have a keg installed.

5.6 How energy efficient is Blade?

The energy consumption will be approximate 0,8 kWh per day. This is comparable to a 35 Watt lamp in your outlet.

5.7 How do I load a keg into Blade?

Check out our HOW IT WORKS section.

5.8 How do I know when my keg is cold enough?

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.

5.9 Is it possible to regulate the temperature of Blade?

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

5.10 My Blade appliance makes a noise while cooling the keg - is this a problem?

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

5.11 My appliance makes noise when I pour. Is this a problem?

No. 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.

5.12 How do I clean my Blade appliance?

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 agents 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.

5.13 I lost my Blade user manual. Where can I find it?

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

6 BLADE KEGS
6.1 How much volume of liquid does a Blade keg hold?

A keg holds eight litres.

6.2 What brands are available?

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.

6.3 What are the dimensions of a keg?

Each keg measures 205 x 369,1 mm. The kegs are delivered in individual boxes. The box dimensions are: 209 x 215 x 381,5 mm.

6.4 How much does a keg weigh?

8,3 kg.

6.5 What is the shelf life of a keg?

6 months. Once the keg is installed in Blade, it will stay fresh for up to 30 days.

6.6 How should I store kegs?

Store the keg on a cool place and pre-cool the kegs in the fridge at least 24 hr prior to use. The keg should ideally be chilled to to 4 ⁰C.

6.7 Can I put kegs in my freezer?

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.

6.8 How long does it take to chill a keg?

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.

6.9 Can I take out a keg before it is empty?

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.

6.10 Can I open a keg and serve it like a can or glass bottle?

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.

6.11 Can I use kegs with other home draught appliances?

No, the 8 litre keg is designed specifically for the Blade appliance.

6.12 What should I do if my keg leaks?

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

7 MY ACCOUNT
7.1 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/

7.2 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/

7.3 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/

7.4 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/

8 PAYMENT
8.1 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.

8.2 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.

8.3 Can I save my payment details for next time?

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

8.4 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.

8.5 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.

8.6 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.

8.7 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.

9 DELIVERY & RETURNS
9.1 I only received part of my order, what should I do?

The shipment confirmation email currently only shows one tracking number. Due to system limitations we are not able to show all tracking links.

Depending on the volume, your order can be shipped in multiple parcels. Besides a note in the shipment confirmation this is currently not visible.

To find all additional tracking numbers, please follow these steps:

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

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

UPS will show all related tracking numbers.

Should you wish to receive more information, please contact our customer service department.

9.2 Can I cancel my order?

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. In case this is not possible, please contact our customer service 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.

9.3 Can I change my order?

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 service team for the return instructions. The money will be refunded to your account 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.

9.4 What delivery options are available?

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 5 working days when ordered before 3pm. Delivery speed is dependent on shipping address.

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.

9.5 How much does delivery cost?

If you order above £50 you will get free standard shipment. Please note that the minimum order value in the webshop is £15.


*From Low to High: AB37 to AB38, AB44 to AB45, AB53 to AB56, CA18 to CA27, IV14 to IV28, IV30 to IV32, IV36, IV40 to IV56, IV7, IV9 to IV12, KA27 to KA28, 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

9.6 How can I track my order?

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

9.7 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. 

9.8 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.

9.9 Can I have deliveries shipped internationally?

You can order our products to the following European countries: Germany, Austria, The Netherlands, Italy, Belgium, Luxembourg, the United Kingdom, Spain, Switzerland and Portugal (only Madrid area). To the rest of the world we do not deliver. 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.

9.10 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 10am to 6pm 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.

9.11 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:
PFSweb
Attn: Heineken
Rue Bleriot(Louis) 5
B-4460 Grace-Hollogne
Belgium,

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.

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