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ALL KEG DELIVERIES WIL BE 48 HOURS, ALL MACHINE BUNDLES 1-2 WEEKS

Contact & support
FREQUENTLY ASKED QUESTIONS
1 BLADE MOVE TO BEERWULF
1.1 When will Beerwulf become the new official home of Blade?

On 16th December 2020, the Blade webshop will be transfered to Beerwulf. You will still be able to place orders on the Blade site until 21st December. You will no longer be able to place Blade orders via the Blade UK webshop after this date and all future communication about Blade will come from Beerwulf.

1.2 Do I have to create a new account with Beerwulf?

No, you do not have to create a new Beerwulf account. You will receive an email to re-set your password and once that has been done, your Beerwulf account will be ready to go! Please note that your order history will not be transferred over to Beerwulf.

1.3 Will the transfer to Beerwulf change affect the warranty on my appliance?

No, the warranty on your Blade will not be affected by the transfer. Please note that the warranty will remain connected to the original Blade order ID, so please make sure that you keep a record of that number. 

1.4 What will happen to my personal data and account details?

Heineken will securely transfer your personal data and account data to Beerwulf on 16th December 2020. For information on how Beerwulf will treat your personal data, please review their Privacy Policy here. If you would prefer that we delete your personal data and account data in accordance with our privacy policy which can be found here and not transfer any of it to Beerwulf please let us know as soon as possible and no later than 15th December 00:00 by contacting us here.

1.5 Will I still receive the latest Blade updates and offers if I have signed up for the Blade newsletter?

Yes, we will let Beerwulf know that you have opted in to receive Blade marketing emails. However, as always, if you do not wish to receive any further marketing emails from us or Beerwulf, please click on this link or follow the unsubscribe link at the bottom of Beerwulf’s future marketing emails. For information on how Beerwulf will treat your personal data, please review their Privacy Policy here

1.6 Will my order history be transferred to Beerwulf?

Yes, your order history will be transferred to Beerwulf but you will not be able to view any information about your previous Blade orders in your new Beerwulf account. If you need any information about your previous Blade orders, please make sure to make a copy of this information as soon as possible.

1.7 How do I get in touch with Beerwulf?

Beerwulf's Customer Care department is happy to assist you to make the transfer to Beerwulf as smooth as possible. You can contact them by clicking here

2 BLADE
2.1 What is Blade?

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

2.2 Where can I buy Blade?

Blade can be ordered online on uk.blade.shop.

2.3 What are the dimensions of Blade?

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

2.4 How much does the appliance weigh?

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

2.5 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.

2.6 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.

2.7 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.

2.8 How do I load a keg into Blade?

Check out our HOW IT WORKS section.

2.9 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.

2.10 Is it possible to regulate the temperature of Blade?

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

2.11 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.

2.12 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 till the controlled pressure is reached. This can take a few seconds.

2.13 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.

2.14 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.

3 KEGS
3.1 Where can I buy kegs?

Blade kegs can be ordered online on uk.blade.shop.

3.2 How much volume of liquid does a Blade keg hold?

A keg holds eight litres.

3.3 What brands are available?

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

3.4 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.

3.5 How much does a keg weigh?

8,3 kg.

3.6 What is the shelf life of a keg?

The keg will come with no less than a BBD of 3 months. Once the keg is installed in Blade, it will stay fresh for up to 30 days.

3.7 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.

3.8 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.

3.9 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.

3.10 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.

3.11 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. 

3.12 Can I use kegs with other home draught appliances?

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

3.13 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 our Blade Customer Service team on 0345 877 8889 or fill out the Contact Us  form.

4 MY ACCOUNT
4.1 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.blade.shop/account/login.

4.2 I cannot sign in to my account. How do I fix this?

Reset your password by clicking on ‘forgot my password’ on the login page: http://uk.blade.shop/account/.

4.3 How can I remove myself from your email list?

Edit your communication preferences under the ‘Newsletters’ section of Your Account: https://uk.blade.shop/account/.

4.4 How can I update my personal information?

You can view, edit and delete your personal data in the account section: http://uk.blade.shop/account/.

5 PAYMENT
5.1 What payment options do I have?

You can pay for your order on http://uk.blade.shop/ with Visa, Mastercard and Maestro. At this time, the subscription service can only be paid via credit card. Payment on uk.blade.shop is secured with up-to-date security standards.

5.2 Is there a minimum order value?

There is no minimum order value on uk.blade.shop. 

5.3 Can I save my payment details for next time?

On uk.blade.shop you can save your address, but not your payment details. On the Blade mobile app however, it is possible to save your credit card number.

5.4 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.

5.5 Can you guarantee that my payment will be secure?

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

5.6 When I try to place an order, I see an error message that says I cannot 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 the Blade Customer service on 0345 877 8889 or fill out Contact Us form.

5.7 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 the Blade Customer Service on 0345 877 8889 or fill out out the Contact Us form.

6 DELIVERY & RETURNS
6.1 What delivery options are available?

Delivery to your specified UK delivery address* will be as follows: 

For all keg only orders, these will be delivered to you within 48 hours of completing your order.

For all Blade Machine Bundles delivery will be made within 2-3 weeks of completing your purchase.

 

If you would like to track your order then please contact the Blade Customer Service team  on 0345 877 8889 or by filling out the  Contact Us form.

Alternatively please visit the FedEx site https://www.fedex.com/apps/fedextrack/?action=track (You will require your FedEx tracking number sent on your confirmation email)

 

 

The shipping times and costs offered during checkout may differ based on your specific shipping address and the items selected.

 

*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, the Orkney Islands, Outer Hebrides and Shetland and therefore unable to deliver to the following postcodes GY, KW, HS and ZE.

6.2 How much does delivery cost?

We offer express shipment as a standard. The shipping time offered during checkout may differ based on your specific shipping address and the items selected. 

 

6.3 How can i track my order?

To track your order please visit the FedEx website at https://www.fedex.com/apps/fedextrack/?action=track

You will need the tracking number that was stated on your delivery confirmation email.

6.4 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 Blade and/or beer kegs has to be able to prove that he or she is at least 18 years old by providing a valid identity document (national ID card, passport, driving license).

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

Yes, you can save multiple addresses in your profile for easy access in future.

6.6 Can I have deliveries shipped internationally?

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

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

f you have any delivery issues, please contact the Blade Customer Services.

We are available on working days from 9 am to 5 pm please either call us on 0345 877 8889 or fill out the Contact Us form. Please note we are closed on Christmas Day and New Year's Day.

6.8 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 filling out the Cancellation Form and sending it to the Blade Customer Services by filling out the Contact Us form. 

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

 

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

7 CUSTOMER SERVICE
7.1 How can I contact customer service?

If you have any questions or comments, please contact the Blade Customer Service team on 0345 877 8889.

We are available on working days from 9 am to 5 pm. Please note we are closed on Christmas Day and New Year's Day.

7.2 Dispute resolution

If you are not a business and have a problem with a product or service you bought online on uk.blade.shop, you can submit your complaint via the Online Dispute Resolution Platform of the European Commission via the following address http://ec.europa.eu/odr which may allow out-of-court dispute settlement.

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