Contact ÖKO Europe (Customer Service)

ÖKO EUROPE Customer Service Contact Information

Why would you like to contact Customer Service?

Need help before making a purchase?

Differences Between L2 and L3, NASA Spin-off, Faucet Compatibility, Product Not Found

Product Use

Getting Started, ÖKO TAP Installation, Maintenance, Filter Replacement

Technical issue

Leak, clogged filter, breakage, manufacturing defect, or strange taste

Filtration Capacity

Removed contaminants, mineral salts, and testing at accredited laboratories

Before a trip—Which ÖKO filter should you choose?

Preparing for Your Trip

Which filter should you use, and what are our tips before you leave?

Question Regarding an Order from ÖKO Europe

Question About My Order

Track your shipment, request a return, refund, or exchange

Problem using the website

Personal Information, Payment Methods, Customer Account Access, and Discounts

Share or Resell ÖKO

Referral Program, Become a Partner or Reseller

Contact us directly

Our French customer support is available 7 days a week (except on holidays) at
. We provide immediate responses by phone (9 a.m.–12 p.m. / 1 p.m.–5 p.m.) or within 24 hours at the latest.

13504 avis

📞 +33 (0)3 80 63 51 73
📨 info@okoeurope.com

Nathalie MAILLARD

Customer Service and Shipping Coordinator

📨 nathalie@okoeurope.com

Nathalie MARY

Customer Service and Loyalty/Referral Program Manager

📨 nathmary@okoeurope.com

Louis PORRO

Manager of the Couternon Warehouse and Customer Service

📨 louis@okoeurope.com

Laetitia HOELL

Customer Service and Call Center Team

📨 laetitia@okoeurope.com

Laura TOMCIKOVA

Customer Service and Call Center Team

📨 laura@okoeurope.com

Marine LEGAGNEUR

Customer Service and Call Center Team

📨 marine@okoeurope.com

Vincent LORTHIOY

Technical Specialist and Expert in Resolving Your Issues (Insta mini, ÖKO Tap installation, etc.)

📨 vincent@okoeurope.com

Yohan GEBSKI

ÖKO Reseller and Partner Manager

📨 yohan@okoeurope.com

Gladys BERGERON

Professional Reseller Manager

📨 gladys@okoeurope.com

Contact Form

Thank you for contacting us. We will get back to you as soon as possible.

Name

Phone

Message

Filtration Performance

What contaminants does the filter remove (bacteria, viruses, protozoa)?

ÖKO filters effectively remove a wide range of contaminants:
🦠 Bacteria → 99.9993% (e.g., E. coli, Salmonella)
🧬 Viruses → 99.982% and 99.992% (e.g., Rotavirus, Norovirus)
🧫 Protozoa and parasites → 99.9993% Giardia, Cryptosporidium

Does the filter remove pesticides, heavy metals, and PFAS?

ÖKO filters effectively reduce:

- Pesticides and herbicides

- Drug residues

- Heavy metals (lead, fluorine, etc.)

- PFAS (forever chemicals)

🔬 IANESCO Tests (2025)

More than 200 contaminants analyzed and validated

Example: Sum of the 20 different PFAS tested
Before filtration: 10.62 μg/L
After filtration: 0.0017 μg/L
99.98% reduction

Does water retain its minerals and trace elements after filtration?

Oui, le filtre ÖKO ne retire pas les sels minéraux et oligo-éléments naturels de l’eau (calcium, magnésium, sodium, potassium…).
Ces éléments sont dissous sous forme d’ions (taille < 1 nanomètre), ce qui les rend trop petits pour être retenus par le filtre.

Can you filter water that is heavily polluted or muddy?

A few precautions are necessary:
- Choose running water (river, stream) rather than stagnant water
- Pre-filter the water with a cloth to remove large particles
- Bring a spare filter, as heavily contaminated water clogs the membrane more quickly

Please note that even though laboratory tests (Eurofins Euraceta, IANESCO) show that, even under conditions of high microbiological contamination, filtered water significantly reduces contaminants (>99.9993% of bacteria removed and >99.982% of viruses retained),
this is not a sufficient guarantee.
No single test covers all existing contaminants, and every situation is unique.

That is why it is your responsibility to always choose water that is as clear and as fast-moving as possible to ensure optimal and safe filtration.

What is the laboratory-proven efficacy?

Efficacy retested in 2025 to confirm the effectiveness of the ÖKO filter!
- Total of 20 PFAS: 99.98% filtration
- Heavy metals: 95% filtration
- Viruses: 99.982% filtration
- Bacteria: 99.9993% filtration
- VOCs, Chlordecone, Chlorothalonil, and 200 contaminants (pesticide and pharmaceutical residues): 100% of these are effectively filtered.

Question About My Order

What's the status of my order's delivery?

Visit this page to track your order.

How do I make an exchange or return?

Exchanges and returns are handled directly through our automated Shopify returns portal (provided the 14-day period has not yet expired).

1> Go to the returns portal using the link in your customer account (create a customer account using the email address associated with the order if necessary).

2> Select the item(s) in question, then choose the reason for the return or exchange.

3> Confirm your request and follow the instructions provided

Once the package has been received and inspected, the exchange or refund is processed automatically.

Can I change my address or shipping method after making a purchase?

Once an order has been confirmed, it is sometimes possible to change the shipping address or delivery method, but only if the package has not yet been shipped.

📩 Please contact our customer service team right away and provide your order number.

We will follow up with the carrier if the package is still being prepared.

If the package has already been shipped, we can help you arrange for a return or reshipment, depending on the situation.

My order is incomplete

Please contact our Customer Service directly using the form below, including a photo and your order number.

Technical issue with my product

I have a manufacturing defect

We apologize for the inconvenience.
If you notice a manufacturing defect, please contact us via email at info@okoeurope.com (or by phone at the number below), including:
📸 Photos or videos of the product and the defect
🧾 Order number

We will promptly process an exchange or refund, whichever you prefer.

The water has an unusual taste or smell

- Rinse 2 to 3 times
- Let it dry
If the taste persists, contact our Customer Service using the form below for a diagnosis or an exchange.

The water flow is very low or nonexistent

A reduced water flow is a sign thatit’s time to replace your filter.

This may occur before reaching the expected 378 L if the filtered water contains a particularly high concentration of particles or contaminants.

If you believe this is a manufacturing defect, please contact our customer service department directly using the form below.

❓ I'm having another problem

Contact our Customer Service department directly using the form below.

Use of the Site

How do I access my customer account or reset my password?

A customer account is not automatically created when an order is placed.

In 90% of cases, you must manually create your account after purchase to access your history, your information, and your referral link.

👉 To do this, click "Create an Account" on the login page and use the same email address you used for your order.

🔑 If you already have an account but have forgotten your password, use the "Forgot Password" feature to reset it.

How is my personal information protected?

Protecting your personal data is a priority for ÖKO EUROPE.
- Our website is hosted on Shopify, a platform certified to meet international security standards (PCI DSS).
- Payments are processed through Shopify Payments, Alma, and Revolut, which use 256-bit SSL encryption to secure all transactions.
- We never store your banking information on our servers.
- Full compliance with the GDPR regarding the management and confidentiality of your personal information.

You can request the deletion of your stored personal data (name, email address, mailing address, etc.) at any time using the form below. However, if you do so, it will be difficult for us to locate you should you need customer service (please be sure to keep your order number).

What payment methods are accepted (credit card, PayPal, etc.)?

- Credit card (Visa, Mastercard, etc.)
- Apple Pay
- Shop Pay (express payment offered by Shopify)
- Bancontact (payment solution used primarily in Belgium)
- Pay in 3 installments with Alma → no additional fees for you (we cover the 4.56% fee)

Order total: between €100 and €2,000

Acceptance is entirely at Alma’s discretion, and we cannot intervene in the event of a rejection.
- PayPal is not available due to issues encountered in the past.

How do I use a promo code or a discount coupon?

To use a promo code or a discount coupon:

- Add your products to the cart.

- At checkout, enter the promo code in the field provided.

- The discount is applied automatically if the conditions are met.

⚠️ Codes are for one-time use only and are reserved exclusively for new customers (except in special cases or during sales).

Need help using this?

How do I use my ÖKO water bottle for the first time?

Before first use:

- Rinse the water bottle and cap with clean water.

- Fill the water bottle and squeeze out the water to rinse the inside of the filter (2 liters)

How do I install the ÖKO TAP system on my faucet?

How do I clean and care for my L2 water bottle?

Wash the bottle and cap with hot, soapy water.
Never use soap or dishwashing liquid on the filter. It is not necessary to rinse it.
Let it air dry with the bottle open to prevent prolonged exposure to moisture.

Store the filters in a dry, clean place.
If not used for several weeks, rinse them thoroughly before using them again.

How do I clean and maintain my ÖKO TAP?

Clean your ÖKO TAP regularly to prevent any issues with flow, taste, or leaks, and to prevent the growth of bacteria.
After each cleaning, dry the unit thoroughly, especially around the threaded connections.
Also clean the aerator to remove any visible impurities or particles that may accumulate there. A blue disassembly wrench is provided to facilitate this operation.
This screen acts as a mechanical prefilter: it traps the coarsest particles from tap water before they enter the membrane.

Never use soap or dishwashing liquid on the filter. It does not need to be rinsed.

How do I clean and care for my L3 straw?

Rinse with clean water after each use.

To perform a backwash:

1️⃣ Unscrew the L3 filter from your ÖKO water bottle.

2️⃣ Screw it directly onto a clean water bottle

3️⃣ Press down on the bottle to force the clean water to flow in the opposite direction of the usual filtration process.

4️⃣ The water will flow out the other side, cleaning the pores and improving the filter's flow rate.

What is the filter's lifespan, and how can I tell if it's worn out?

L2 FILTER
The filter's service life depends on the quality of the filtered water:

- Tap water (municipal) → up to 378 L

- Clear river or spring water → 100 to 378 L

- Stagnant or very muddy water → 10 to 200 L

How can you tell if it's worn out?

The water flow becomes very low OR

The filter has reached its maximum recommended capacity in liters OR

The filter has been in use for over a year

ÖKO TAP
A simulator is available on the product page

Easily track your refills with our free ÖKO Counter mobile app.

What do the instructions on the back of the filter mean?

This is an indicator. You select the first month of use (for example, 7 for July), and the system tells you the month when the filter should be replaced, assuming a usage rate of 2 liters per day (in most cases).

Can I filter anything other than water (syrup, electrolytes, salt water, etc.)?

No, ÖKO filters are designed for use with soft water only.

🚫 Do not filter:

Syrups, sweetened beverages, juices, sodas

Saltwater or seawater

Electrolyte solutions or energy drinks

These liquids can permanently clog the filter pores.

You can mix electrolytes or flavorings after filtration

Can I use very hot or very cold water with ÖKO?

It is not recommended to use very hot or boiling water with ÖKO filters (> 37°C).
Water below 0°C can also damage the filter.

Share ÖKO

How does the referral program work?

To take advantage of the referral program:

1. First, create your customer account (an account is not created automatically after placing an order).

2. Visit the Referral page on our website, where everything is explained (referral link, rewards, etc.).

3. If you have any questions or problems, please contact nathmary@okoeurope.com.

I would like a free product

Influencers / Content Creators: We ask that you first purchase and test the product. If you like it and your content is credible, we may consider a partnership.

Organizations: Unfortunately, we cannot provide products to all the organizations that contact us. However, we can likely offer you a discount code. Please contact Yohan (yohan@okoeurope.com) to discuss this.

How do I become an official ÖKO partner?

To become an official ÖKO partner:

Please contact Yohan (yohan@okoeurope.com) if you meet our requirements:

1. Have a SIRET number

2. Have purchased and tested the product

3. Be comfortable with a commission-based structure

4. Be confident that you can exceed 50 sales per year (otherwise, use the referral program)
5. Be prepared to collaborate over the medium and long term, as the ÖKO filter water bottle requires more repeat business and trust than other products to win customers over.

How can I become a reseller or distributor of ÖKO products?

To sell ÖKO products in your store or online:

Contact Gladys (gladys@okoeurope.com) and introduce your business.

Requirements:
1. Have purchased and tested our products to become thoroughly familiar with them
2. Be prepared for a medium- to long-term partnership, as the filter water bottle requires education and a relationship of trust with customers

Need help before making a purchase?

What is the difference between L2 and L3 filters?

The L3 filter straw traps:

99.999999%of Legionella (compared to 99.991%for the L2 filter);
99.997% of Salmonella (compared to 99.9993% for the L2 filter);
94.4% and 93.8% of the viruses tested (compared with 99.982% and 99.992% for L2);

The L3 filter is more effective than the L2 filter at removing bacteria and contaminants larger than 0.1 microns.

However, it is less effective against very small contaminants (viruses, PFAS, pesticide residues).

As a result, the L3 filter straw is better suited for water with higher sediment content, particularly because its larger pores are more resistant to rapid clogging, which can block an L2 filter after just a few uses.

We therefore recommend the L2 filter bottle in 90% of cases, as it is more effective against all contaminants. The L3 remains a backup optionor a solution for high-risk countries or survival situations.

Is the ÖKO TAP system compatible with my faucet?

The ÖKO TAP WATER comes with 7 adapters (internal, external, and universal threads), making it compatible with the vast majority of faucets.

🚫 Not compatible: faucets with oval orsquare hoses.

Feel free to check out the customer photos in the ÖKO TAP reviews. You might even spot your faucet there.

If, despite everything, the system is not compatible, you can return it free of charge and receive a 100% refund ( do not get the filter wet).

If you're still unsure, send a photo of your faucet to vincent@okoeurope.com, and we'll check it for you before you buy.

How does NASA-developed technology work?

The electro-adsorption technology incorporated into the ÖKO filter was developed in 2002 by the NASA to filter wastewater on the International Space Station.

It uses a mineral fiber membrane combined with activated carbon, creating an electrostatic charge field.

🔹 This field attracts and traps particles 100 times smaller than the size of its pores (up to 0.01 micron).

🔹 It blocks bacteria, viruses, protozoa, heavy metals, pesticides, PFAS, and other contaminants, while retaining minerals.

This technology has been in use for more than 20 years and remains one of the most advanced methods for purifying drinking water around the world.

I can't find the color or size I want

Sometimes certain sizes, colors, or styles may be temporarily out of stock.

We relaunch them in waves, depending on production schedules.

Subscribe to our newsletter ( form at the bottom of the page) and follow our Instagram account to be the first to know when a product is back in stock.