Any questions?

YOU'RE IN THE RIGHT PLACE

90% of the questions asked are answered in our FAQ!

You should find your answer there in a few seconds!

See frequently asked questions

Why would you like to contact customer service?

💬 Need help before making a purchase?

(L2/L3 differences, NASA technology, tap compatibility, product not found)

What is the difference between L2 and L3 filters?

The L3 filter straw retains:

99.999999%of Legionella bacteria (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 to 99.982% and 99.992% for L2);

In theory, the L3 is therefore as effective as, if not more effective than, the L2 filter on bacteria and contaminants > 0.1 microns.

But less effective on very small contaminants (viruses, PFAS, pesticide residues).

In practice, L3 filter straw is more suitable for highly contaminated water, as its larger pores are more resistant to rapid clogging, which can block an L2 filter after only a few uses.

We therefore recommend the L2 filter bottle in 99% of cases, as it is more effective against all contaminants. The L3 remains a backup solutionor a solution for high-risk countries or extreme survival conditions.

Is the ÖKO TAP system compatible with my faucet?

ÖKO TAP WATER is supplied with 7 adapters (internal, external, and universal threading), making it compatible with the vast majority of faucets.

🚫 Not compatible: faucets with oval orsquare pipes.

Feel free to look at the customer photos in the ÖKO TAP reviews. You may find your faucet there.

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

If you still have doubts, send a photo of your faucet to info@okoeurope.com, and we will check for you before you buy.

How does the NASA-derived technology used in the filters work?

The electro-adsorption technology integrated into the ÖKO filter was developed in 2002 by NASA to filter wastewater in 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 microns).

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

This technology has been around for over 20 years and remains one of the most advanced methods for purifying drinking water worldwide.

Color or capacity not found

Certain sizes (particularly the 500 ml format), colors, and models such as ÖKO Fresh may be temporarily out of stock.

We relaunch them in waves, depending on production periods.

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.

🛠️ Need help using it?

(first use, ÖKO TAP installation, maintenance, filter replacement, filter instructions)

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

Before first use:

- Rinse the bottle and cap with clean water.

- Fill the 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 maintain my water bottle, L3 straw, and ÖKO TAP?

Store filters in a dry, clean place.

If not used for several weeks, rinse them thoroughly before reuse.

Maintenance of the ÖKO water bottle (with L2 filter)

Wash the bottle and cap with warm soapy water (not exceeding 45°C).

Rinse the filter with clean water only; never use soap or dishwashing liquid.

Leave to dry in the open air, with the bottle open, to avoid prolonged moisture.

ÖKO TAP Water

Disassemble the system and clean it with hot soapy water.

Rinse the filter with clean water only.

L3 filter 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 the bottle to send clean water in the opposite direction to the usual filtration process.

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

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

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

- Tap water (urban) → up to 378 L

- River water or clear spring water → 100 to 378 L

- Stagnant or very muddy water → 10 to 200 L

How can you tell if it is worn out?

The water flow becomes very low OR

The filter has reached its maximum recommended number of liters OR

The filter has been in use for over a year.

ÖKO TAP
A simulator is available on the product page.

Keep track of your refills easily with our free ÖKO Counter mobile app.

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

This is an indicator. You select the first month of use (e.g., 7 for July) and the mechanism tells you the month when the filter should potentially be replaced, based on consumption of 2 liters/day (in most cases).

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

No, ÖKO filters are designed for freshwater 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 flavors 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 (> 45°C).
Water below 0°C can also damage the filter.

💧 Filtration performance

(Contaminants removed, mineral salts)

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 – Pasteur Institute tests)

🧫 Protozoa and parasites → 99.9993% Giardia, Cryptosporidium

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

Yes, ÖKO filters effectively remove:

Pesticides and herbicides

Drug residues

Heavy metals (lead, fluorine, etc.)

PFAS (forever chemicals)

🔬 IANESCO tests (2025)

Over 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 mineral salts and trace elements after filtration?

Yes, the ÖKO filter does not remove natural minerals and trace elements from the water (calcium, magnesium, sodium, potassium, etc.).

These elements are dissolved in the form of ions (size < 1 nanometer), which makes them too small to be retained by the filter.

Can heavily polluted or muddy water be filtered to produce drinking water?

ÖKO filters can make heavily polluted or muddy water drinkable, but 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.

- Provide a replacement filter, as heavily contaminated water clogs the membrane more quickly.

Please note that even though laboratory tests (Institut Pasteur, IANESCO) show that even under conditions of high microbiological contamination, filtered water reaches safe potability levels (>99.9993% of bacteria eliminated and >99.982% of viruses retained).
This is not a sufficient guarantee.

No single test covers all existing contaminants, and each situation is different.

That is why it is your responsibility to always choose the clearest and most flowing water possible to ensure optimal and safe filtration.

What is the proven effectiveness in the laboratory?

Efficiency retested in 2025 to confirm the effectiveness of the ÖKO filter!

- Sum of 20 PFAS: 99.98% filtration

- Heavy metals: 95% filtration

- Viruses: 99.982% filtration

- Bacteria: 99.9993% filtration

- CVM, Chlordecone, Chlorothalonil & 200 contaminants(pesticide and drug residues):

100% of these are filtered effectively.

🔧 Technical issue with my product

(leak, clogged filter, breakage, manufacturing defect, strange taste)

I have a manufacturing defect

We apologize for this inconvenience.

If you notice a manufacturing defect, please contact us using the after-sales service form (below) or by email at info@okoeurope.com, attaching:

📸 Photos or videos of the product and the defect

🧾 Order number

We will promptly arrange for an exchange or refund, depending on your preference.

The water has an unusual taste or smell.

- Perform 2 to 3 rinse filtrations

- Let dry

If the taste persists, contact our customer service department using the form below for a diagnosis or replacement.

My water bottle is leaking.

A seal will soon be available in the Filters & Accessories section and can be shipped by reduced-rate mail.

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

The water flow is very low or non-existent.

Reduced water flow is a sign that it is time to replace your filter.

This may occur before the expected 378 liters if the filtered water is particularly high in 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.

🌍 Travel tips

(which filter to use in a given country, what recommendations)

You can consult ourrecommendationsand advice on the ÖKO Filter page for travel.
This page should answer all your questions.

📦 Question about my order

(delivery status, tracking, returns, exchanges)

Where is my order?

Enter your tracking number (received by email) and select the carrier:

How do I exchange or return an item?

1️⃣ Contact our customer service department using the form below.

2️⃣ Provide your order number and the reason for the return.

3️⃣ We will send you instructions (you will be responsible for return shipping costs).

Once we receive the product, we will exchange it or refund you, depending on your preference.

Can I change my address or delivery method after purchase?

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

📩 Contact our customer service department promptly (email: info@okoeurope.com or phone numbers at the bottom of the page) and provide your order number.

We will take the necessary steps 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

Contact our customer service department directly using the form below or by emailing info@okoeurope.com with a photo and your order number.

🧾 Use of the site

(personal data, payment methods, access to customer accounts, use of promotional codes)

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

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

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

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

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

How is my personal data protected?

The protection of your personal data is a priority for ÖKO EUROPE.

- Our website is hosted on Shopify, a platform certified as compliant with international security standards (PCI DSS).

- Payments are processed via 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 for the management and confidentiality of your personal information.

You can request the deletion of your stored personal data (name, email, address, etc.) at any time using the form below. However, if you do so, it will be difficult for us to find you in case of after-sales service (please keep your order number).

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

Credit card (Visa, Mastercard, etc.)
Apple Pay
Shop Pay (accelerated payment offered by Shopify)
Bancontact (payment solution used mainly in Belgium)
Pay in 3 installments with Alma → no additional fees for you(we cover the 4.56% fee)
Order amount: between $100 and $2,000
Acceptance is entirely at Alma's discretion, and we cannot intervene in the event of a refusal.
PayPal is not available due to problems encountered in the past.

How do I use a promo code or discount coupon?

To use a promo code or discount coupon:

- Add your products to the shopping cart.

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

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

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

🔗 Share ÖKO

(referral program, become a partner or reseller)

How does the referral program work?

To take advantage of the referral program:

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

2. Go to the Referralpage 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.

Associations: Unfortunately, we cannot offer products to all associations that contact us. However, we can probably provide you with a discount code. Contact Yohan (yohan@okoeurope.com) to discuss this.

How to become an official ÖKO partner?

To become an official ÖKO partner:

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

1. Have a SIRET number

2. Have purchased and tested the product

3. Be okay with working on commission

4. Be confident that you can exceed 50 sales per year (if not, use the referral program)
5. Be prepared to collaborate in the medium and long term, as the ÖKO filter bottle requires more repeat business and trust than other products in order to convince customers.

How to become a reseller or distributor of ÖKO products?

To resell ÖKO products in your store or online:

Contact Yohan (yohan@okoeurope.com) and introduce your brand.

Requirements:

1. Have purchased and tested our products to get to know them well

2. Be prepared for a medium/long-term partnership, as the filter bottle requires education and a relationship of trust with customers.

Do you offer special deals for associations, government agencies, or businesses?

Yes, for entities with more than 20 employees.
Contact Yohan (yohan@okoeurope.com) with details of your project.