Frequently Asked Questions

At Chilled Solution we know buying a cooler can be overwhelming at times, especially with all the different options we have to offer. The thing is—it doesn't need to be. Scroll through our frequently asked questions to see what we can help you with. If you need any additional support, don't hesitate to get in touch at info@chilledsolution.com. We would love to hear from you.

Orders

Will I get confirmation of my order?

Yes, as soon as you place your order, you'll receive a confirmation email to acknowledge your purchase. We will also confirm availability with the supplier before processing payment.

What happens after I receive my order confirmation?

Once confirmed, your order will be processed, and you'll receive a shipping notification with tracking details when it's dispatched.

What can I do if something is wrong with my order?

If there's any issue with your order—wrong item, damage, or delay—please contact us immediately at sales@chilledsolution.com with your order number and photos (if applicable), and we’ll get it sorted.

Why do you need my phone number?

Some of our couriers require a contact number to coordinate delivery. Your number will only be used for delivery-related communication and is never shared externally.

How can I amend or cancel an order?

If you need to change or cancel your order, please contact us as soon as possible. If your order hasn’t left the warehouse, we can cancel it without any charge. Once dispatched, delivery and return fees may apply.

Do you guarantee the item is in-stock?

We strive to keep inventory up-to-date, but stock can change quickly. If a product is unexpectedly unavailable, we’ll notify you immediately and offer a full refund or an alternative.

Is it safe to buy online through your website?

Absolutely. Our website uses SSL encryption to protect your data and payments. We work only with trusted payment gateways and manufacturers.

Do you have a showroom?

No, we are an online-only retailer. This helps us keep our prices competitive and streamline our delivery services.

Deliveries

Do you offer free delivery?

Yes. All orders over £500 and delivered to UK mainland addresses include free delivery.

Where do you deliver?

We mainly deliver across the UK. Additional charges may apply for:

  • Channel Islands

  • Isle of Man

  • Scottish Highlands/Islands

  • Northern Ireland

International & EU delivery may be available upon request, please email us at sales@chilledsolution.com for a quote.

How long does dispatch take?

We aim to dispatch orders within 1–3 working days, assuming items are in stock. Dispatch times may vary by supplier.

When will I get a confirmation on my order?

You’ll receive an email confirmation as soon as we’ve verified the item is in stock. We pre-authorise your payment but won’t charge your card until confirmation.

Can I track my order?

Yes, once your order has been dispatched, tracking details will be sent to your email.

I received tracking info but no delivery—what should I do?

Please allow 24 hours for the tracking to update. If your order hasn’t arrived after that, contact us and we’ll investigate with the courier.

Delayed delivery?

Occasionally, delays can happen due to stock levels or courier schedules. We’ll keep you informed, but feel free to reach out if you have concerns.

Should I book installation services before receiving my product?

We recommend not booking any installation or fitters until your product has arrived and been inspected. Delays or damages in transit can happen.

What do I need to do when my order is delivered?

Inspect the product thoroughly on arrival. If there is any visible damage or issue, do not accept the delivery or sign for it. Report it to us immediately at info@chilledsolution.com with supporting photos.

Payments

What payment methods do you accept?

We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Amazon Pay, and Shopify Pay.

Note: PayPal transfers can delay dispatch by up to 3 days.

When will I be charged?

We pre-authorise your card at checkout. We only charge your card once stock availability is confirmed.

Is your site secure?

Yes, our site uses SSL encryption to protect your personal and payment information. We do not store payment data.

Why has my payment declined?

Double-check that your billing address matches the card’s registered address. If the problem persists, contact your card provider or try an alternate payment method.

What happens if I cancel my order?

  • If your item hasn’t been shipped: No charge.

  • If your item has shipped: A return fee (£75–£145+VAT) will be deducted.

  • Custom orders cannot be cancelled once in transit.

Returns

I’ve received my item but I don’t like it—can I return it?

Yes, you can return most products within 14 days of delivery, provided they are unused and in original packaging. Return shipping costs will apply.

Can I exchange an item for something else?

You can exchange an item if it’s unused and in its original packaging. Please contact us to arrange a return and place a new order.

My item is faulty or damaged—what should I do?

Take clear photos of the damage and contact us immediately at info@chilledsolution.com. We will work with you to resolve the issue as quickly as possible.

Who pays the postage costs to return an item?

If the item is faulty or incorrect, we’ll cover the return cost. However for unwanted items, you are responsible for the return postage.

What address should I send return items to?

Please contact us first before sending anything back—we’ll provide the appropriate return address and instructions.

What is your return policy?

We accept returns within 14 days of delivery if the product is unused and in original packaging. Contact us before returning any items. Return shipping is at your expense unless the product is faulty.

Product Care & Storage

What’s the ideal temperature for storing wine?

Generally, 12–14°C (55°F) is ideal for most wines. Red wines prefer 16–18°C, while white wines and sparkling wines store best between 6–12°C.

Why choose a wine fridge over a kitchen fridge?

Wine fridges are designed to minimise vibration, maintain consistent humidity and temperature, and often come with UV-protected glass—all of which preserve wine quality better than standard fridges.

What’s the difference between single-zone and dual-zone wine fridges?

Single-zone coolers are ideal for storing one type of wine, while dual-zone models offer separate temperature controls for red and white wine.

Is humidity control important?

Yes—maintaining 50–80% humidity prevents corks from drying out and protects wine from premature oxidation.

How often should I clean my appliance?

We recommend giving it a clean every 2–3 months or as needed. Use a mild detergent, avoid harsh chemicals, and always unplug before cleaning.

Can I build a wine fridge into my kitchen?

Absolutely—many are designed for built-in or under-counter use. Just make sure ventilation requirements are met.

How long can wine be stored?

With proper conditions, wine can be stored for years. Age-worthiness depends on the type of wine and how stable the storage conditions are.

Cheese Fridges & Meat Agers

What temp should a cheese fridge be?

Between 1.5–7°C, depending on the cheese. Soft cheeses like Brie prefer slightly warmer temps than hard cheeses like Cheddar.

Can I store wine and cheese together?

Technically yes, but not ideal. Wine and cheese have different humidity needs and aromas can mix.

What is a meat ager and why use one?

A meat ager is a temperature and humidity-controlled appliance for dry-ageing meat. It enhances tenderness and deepens flavour over time.

Ideal ageing time and temp for meat?

Typical ageing is 4–6 weeks at 1–3°C. Prime cuts like ribeye and sirloin benefit most from dry-ageing.

Champagne & Cigar Humidors

What temp is best for Champagne?

7–10°C is ideal for keeping Champagne crisp and ready to serve.

Can I store sparkling wine in the same fridge?

Yes, they have similar storage needs.

Why a Champagne fridge over a wine fridge?

Champagne fridges are designed for larger bottle sizes and slightly cooler temps, with features to reduce vibration.

What’s the ideal humidity for cigars?

65–75% is the sweet spot—usually around 70% for best flavour and freshness.

How do I maintain my cigar humidor?

Use a hygrometer, check levels weekly, and avoid over-opening the lid to keep the humidity stable.

Installation & Carry-In

Do you offer installation or carry-in service?

Yes, we offer a 2-person carry-in service to most UK mainland locations. This service is priced based on size, weight, and delivery region. Please contact us before ordering to confirm availability.

What if I live in a flat or have stairs?

We can only deliver to the first floor without a lift. Let us know about any access restrictions when placing your order. Additional charges may apply for staircases or tight access.

Warranties

Do your products come with a warranty?

Yes, all products come with a manufacturer’s warranty—usually 1–3 years depending on the brand. Specific warranty details can be found on each product page.

Contact Us

Still have a question?

Reach us at sales@chilledsolution.com or call 0333 050 7430 — we’d love to help.