Shipping, returns and FAQs from Hielo. If you have any questions about our products, then please do get in touch using our contact page.
FAQ
How much ice do I have to put in?
Eclipse®
While we have achieved great results with just six cubes we recommend filling the ice chamber so you can keep your drink cooler for longer.
Hielo®
We have achieved great results so just five ice cubes are required.
If my wine bottle is at room temperature will it still work?
Your cooler will still cool your bottle, though they are designed to preserve the temperature of a perfectly conditioned bottle straight from the fridge.
How long will the cooler keep my bottle cool?
Eclipse®
It will keep your bottle at a cool temperature for up to one hour – if there’s any left by then!
Hielo®
It will keep your bottle at a cool for up to two hours.
Do I have to keep my cooler in the freezer for it to work best?
No the coolers are so efficient they get to working temperature within minutes of the ice being loaded. Do not freeze them it will invalidate the warranty.
Can I fill my cooler with water and freeze it prior to use?
No freezing the coolers, it is too extreme and will invalidate the warranty.
Can I put my cooler in the dishwasher?
No. If required simply wash the cooler in warm soapy water. Dishwasher detergents can be aggressive and may damage the finish of our coolers.
Putting the cooler in the dishwasher will invalidate the warranty.
Will the cold cooler create condensation on its outside?
Eclipse®
Yes, a small amount of condensation will occur. In really humid conditions more moisture will collect on the outside so care must be taken when standing the cooler on vulnerable surfaces.
Hielo®
No condensation should occur with the design of the Hielo®
Can I put the cooler under the boiling water tap or use boiling water to clean it?
No. Excessive thermal shocks could damage the cooler and will invalidate the warranty. We suggest you simply rinse it with warm soapy water if you’ve made a mess.
Will my bottle’s label stay intact when in the cooler?
Yes, the bottle chamber will remain cold and dry during use so labels should not be affected as moisture is unlikely to form.
What do I do with the melted ice water after I’ve finished using it?
Simple pour this down the sink and give the cooler a gentle wipe over ready for the next use.
If I drop the cooler will it break?
It’s very unlikely as our coolers are tough. It could be possible to dent the cooler in extreme cases, but it should remain operable.
Will the cooler’s finish wear in time?
After many uses your cooler will exhibit the patina of its life and service to you. We recommend gentle washing and drying and to avoid contact with any abrasive materials such as dirt or sand. Clean with a soft cloth after washing in warm, soapy water. Drain and dry gently.
Will the coolers scratch precious tabletops?
All of our coolers are hand-finished to remove any sharp metal protrusions. However, foreign bodies trapped under the cooler may scratch surfaces during use. It is highly recommended to protect any precious tabletops or surface before the cooler is put in place.
Can I use my cooler for drinks other than wine or champagne?
Of course! It’s suitable for all beverages.