Contact ÖKO Europe (Customer Service)

Why would you like to contact customer service?

Need help before making a purchase?

Différences L2 / L3, Spin off NASA, compatibilité robinet, produit introuvable

Utilisation des produits

Mise en route, Installation ÖKO TAP, entretien, remplacement du filtre

Technical issue

Fuite, filtre bouché, casse, défaut de fabrication ou goût étrange

Filtration capacity

Contaminants retirés, sels minéraux et tests en laboratoires accrédités

Before a trip - Which ÖKO filter should you choose?

Bien préparer son voyage

Quel filtre utiliser et quelles sont nos conseils avant de partir ?

Question about my order

Suivi de la livraison, demande de retour, de remboursement ou d'échange

Problème en utilisant le site

Données personnelles, moyens de paiement, accès au compte client et réductions

Partager ou Revendre ÖKO

Referral program, become a partner or reseller

Contact us directly

Notre support client français 7j/7
Réponse instantanée par téléphone (9h-12h / 13h-17h) ou différée (24h max)

12900 avis

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

Nathalie MAILLARD

Responsable service clientèle et suivi des expéditions

📨 nathalie@okoeurope.com

Nathalie MARY

Responsable service clientèle et gestion du programme fidélité / parrainage

📨 nathmary@okoeurope.com

Louis PORRO

Responsable du dépôt de Couternon et SAV

📨 louis@okoeurope.com

Laetitia HOELL

Service clientèle et équipe phoning

📨 laetitia@okoeurope.com

Laura TOMCIKOVA

Service clientèle et équipe phoning

📨 laura@okoeurope.com

Marine LEGAGNEUR

Service clientèle et équipe phoning

📨 marine@okoeurope.com

Vincent LORTHIOY

Responsable technique et expert de vos difficultés (Insta mini, installation ÖKO Tap...)

📨 vincent@okoeurope.com

Yohan GEBSKI

Responsable des revendeurs et partenaires ÖKO

📨 yohan@okoeurope.com

Gladys BERGERON

Responsable des revendeurs pro

📨 gladys@okoeurope.com

Formulaire de Contact

Merci de nous avoir contactés. Nous reviendrons vers vous dans les plus brefs délais.

Name

Téléphone

Message

Filtration performance

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

Les filtres ÖKO éliminent efficacement une large gamme de contaminants :
🦠 Bactéries → 99,9993 % (ex. E.coli, Salmonella)
🧬 Virus → 99,982 % et 99,992 % (ex. Rotavirus, Norovirus)
🧫 Protozoaires et 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)

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?

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 heavily polluted or muddy water be filtered?

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.

Attention même si les tests en laboratoire (Eurofins Euraceta, IANESCO) montrent que même dans des conditions de forte contamination microbiologique, l’eau filtrée réduit significativement les contaminants (>99,9993 % de bactéries éliminées et >99,982 % de virus retenus).
Cela n'est pas une garantie suffisante.
Aucun test ne couvre tous les contaminants existants et chaque situation reste différente.

C’est pourquoi, il est de votre responsabilité de toujours choisir l’eau la plus claire et la plus en mouvement possible pour garantir une filtration optimale et sécurisée.

What is the proven effectiveness in the laboratory?

Efficiency 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
- CVM, Chlordecone, Chlorothalonil & 200 contaminants (pesticide & drug residues): 100% of these are effectively filtered.

Question about my order

Where is my order?

Visit this page to track your order.

How do I exchange or return an item?

Exchanges and returns are handled directly through our automated Shopify returns portal (if the 14-day period is still in progress).

1> Access the returns portal via the link available in your customer account (create a customer account using the email address used for the order if necessary).

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

3> Confirm your request and follow the instructions provided.

Once the package has been received and checked, the exchange or refund will be processed automatically.

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 as soon as possible, quoting 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, including a photo and the order number.

Technical problem with my product

I have a manufacturing defect

Nous sommes désolés pour ce désagrément.
Si vous constatez un défaut de fabrication, contactez-nous via l'email info@okoeurope.com (ou téléphone ci-dessous) en joignant :
📸 Photos ou vidéos du produit et du défaut
🧾 Numéro de commande

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 cycles
- Allow to dry
If the taste persists, contact our customer service department using the form below for a diagnosis or replacement.

The water flow is very low or non-existent.

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

This may occur before the expected 378 L 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.

Use of the site

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 bank details 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 needs (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)
- Payment 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 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).

Need help using

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

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

How do I clean and maintain my ÖKO TAP?

Clean your ÖKO TAP regularly to prevent any problems with flow, taste, or leaks, and to avoid any buildup.
After each cleaning, dry the device thoroughly, especially around the screw threads.
Also clean the aerator to remove any visible impurities or particles that may have accumulated there. A blue removal key is provided to facilitate this operation.
This grid acts as a mechanical pre-filter: it retains the coarsest particles from the tap water before they enter the membrane.

Never use soap or dishwashing liquid on the filter. It is not necessary to rinse it.

How do I clean and maintain 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 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 (> 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 (it is not created automatically after placing an order).

2. Go to 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.

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 familiarize yourself with them
2. Be prepared for a medium/long-term partnership, as the filter 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 cartridge 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);

The L3 filter is more effective than the L2 filter on bacteria and contaminants > 0.1 microns.

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

Thus, the L3 filter straw is more suitable for water with higher sediment content, particularly because 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 90% of cases, as it is more effective against all contaminants. The L3 remains a backup solutionor a solution for high-risk countries or survival conditions.

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 most taps.

🚫 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 vincent@okoeurope.com, and we will check for you before you buy.

How does NASA technology 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.

Unable to find the color or size I want

Certain sizes, colors, or models 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.