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Bulk Ordering - Can I order a large quantity of items?

Our team is available to answer any questions you may have about our products.

If you would like to order any item in a quantity of 10 units or more or have a detailed enquiry our Sales Team are here to help.

We ask if you could fill in the details below and we will get back to you.

The product(s) you are interested in

The quantity of items

The delivery address and/or postcode

Pre-Order & Out of Stock Items

Can I pre-order an item?

A pre-order is an order placed for an item that has not currently in stock, but due back in soon. We allow customers to pre-order because of the popularity of our best-selling items.

We will always endeavour to meet the estimated dispatch date that stated on your pre-order, however, this may be pushed back due to unforeseen circumstances that are out with our control.

As soon as the item has been dispatched from our warehouse, you will receive a notification from with the tracking information.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Please insert your message here

When will my pre-order arrive?

When you are on a listing that is available for pre-order it will give you an estimated dispatch date.

We will always endeavour to meet the estimated dispatch date that stated on your pre-order, however, this may be pushed back due to unforeseen circumstances that are out with our control.

As soon as the item has been dispatched from our warehouse, you will receive a notification from DPD with your tracking information.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order id and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

When will this item be back into stock?

We continue to strive to keep all items in stock at all times. If the item you are interested in is out of stock, you will be able to enter your email address on the product page to be notified when this item is available for purchase.

Unfortunately, we are not always able to provide an exact date of stock replenishment.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Please insert your message here

Delivery Information

How long does delivery take?

Place an order before 1PM (Monday- Friday) to receive it on our Next-Day Delivery service (for eligible items only)

Next-Day Delivery may be effected with Public Holidays.

Rural areas and a small number of postcodes may also be effected and/or an additional charge. You can find the estimated shipping charge by entering your postcode at check-out.

We will endeavour to dispatch any orders placed after 1PM where possible.

Next Day Delivery service is not possible to Highlands & Islands, Northern Ireland and the Channel Islands, these deliveries are shipped on a TWO day service.

You can read more on delivery here.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Please insert your message here

Where is my item?

Our courier partner is DPD, once your item has been dispatched from our warehouse you will automatically receive a confirmation email or text with your tracking information.

You can track your item by visiting - https://track.dpd.co.uk/

Please note, this tracking ID which usually starts with 1597 or 1550 will not activate until DPD scan the parcel at their hub. This is likely to be a few hours AFTER you obtain your tracking ID. Therefore, please don't be concerned if you are not able to track your parcel right away.

On the day of delivery, DPD should contact you with a 1 hour delivery slot. *Please note, these delivery slots are subject to change due to unforeseen circumstances. Such as busy traffic etc.

If you item has still not arrived they day after it was originally due, please let us know below.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order id and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Can I change my delivery address/date?

If you would like to change the date of delivery, address or update DPD with any changes required, please access - https://www.dpd.co.uk/content/how-can-we-help/index.jsp please choose from the menu of options given the most relevant option to suit your needs.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Do you currently ship outside the UK?

Unfortunately, we are unable to ship outside the UK at this time.

This may change in the near future so keep checking for updates!

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Please insert your message here

Returns & Refunds

Unwanted/Unsuitable - How do I make a return?

UNOPENED/OPENED PRODUCTS

Items can be returned for a full refund within the first 14 days of delivery if it’s still in its original packaging even if the item has been opened for initial inspection.

For reasons such as:

Unwanted

Not suitable for intended purpose

Too big

Too small

Please read our full return policy here for full information

To qualify for a full refund you must follow the below steps:

- returned in full & original packaging.

- be unused.

- have no damage.

- include all manuals & accessories.

Please find the return address details below:

Subcold Limited

28/2 Firth Road

Houstoun Industrial Estate

Livingston

EH54 5DJ

If you do decide to return your unit, please notify us with which courier you used and the Tracking ID.

Please ensure to place senders information, Order ID or postcode on the packaging so we are able to identify the return when it arrives at our warehouse.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Damaged - My item has arrived damaged?

We are disappointed to hear your item has arrived damaged and would like to resolve this issue straight away.

We also will ensure to take this up with our courier partner DPD if we deem the damage to have been caused during transit from our warehouse to you.

Please use the contact form and provide us with the following information within 48 hours of receiving this item. This will allow us to deal with your enquiry without delay.

Order ID
Delivery Postcode
Details of the Damage
Multiple photographic evidence of the following - internal packaging, external packaging, the delivery label and the actual damage caused to the item.

***Please note - *Without all of the above we are unable to assist you further.***

- Any damage reported after 48 hours from delivery, Subcold Limited cannot be held liable.

- We are unable to offer an exchange or replacement service under any circumstances.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

File

You can add multiple images by selecting more than one when attaching

Incorrect item - I have received a different item

We endeavour not to make any picking errors at our warehouse, however, this may happen from time to time. If you do receive the incorrect item, please use the contact form and provide us with the following information.

Order ID
Delivery Postcode
Details of the item you should have received/what you have received, including a photo to confirm the picking error.

***Please note - *Without all of the above we are unable to assist you further.***

- We are unable to offer an exchange or replacement service under any circumstances.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

File

You can add multiple images by selecting more than one when attaching

My fridge isn't working what can I do?

Order ID and delivery postcode

Describe your issue

Technical Issues

Noise Issue - My fridge is noisy?

Please select your model range

Aire/Classic/Pro/Luxe/Ultra range
Barcool/Cave/Eco/Super/Viva/Vino range

The noise level rating for these items is 28dB is consistent for fridges of this type.

If you are measuring the noise level of this fridge, please ensure to measure at a 1-meter distance from the fridge, at a 1-meter height. This is how dB readings are taken as the industry standard.

Possible Causes of Noise:

Fan - Please check that the fan is not obstructed in anyway.

Hover out the fan area to remove any debris/dust etc that could be causing the fan to rub against it.

If there is a lack of ventilation, this may also increase the running time of the fridge.

Is the item completely levelled? This fridge requires to be installed on level and sturdy surface. If the item is on a hard surface this can affect the noise level through vibration which is unavoidable and we would recommend changing the location to another area where possible or trying to cushion the noise with felt pads on the feet of the fridge.

Shelves - are the shelves are fitted correctly in place, check items loaded on the shelves are not rattling against each other.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Please confirm you have checked the following

I have checked the fan
I have made sure the fridge is level
I have checked the contents and shelves
I have checked the fridge has adequate ventilation

The noise level rating for these items is 42dB is consistent for fridges of this type.

If you are measuring the noise level of this fridge, please ensure to measure at a 1-meter distance from the fridge, at a 1-meter height. This is how dB readings are taken as the industry standard.

Possible Causes of Noise:

Compressor Noise - the compressor will only run as much as is required to. This will depend on the ambient temperature of the room how often the compressor runs to maintain the temperature in line with the thermostat setting.

If there is a lack of ventilation, this may also increase the running time of the fridge.

Is the item completely levelled? This fridge requires to be installed on level and sturdy surface. If the item is on hard tiles, hardwood flooring or laminate flooring this can affect the noise level through vibration which is unavoidable and we would recommend changing the location to another area where possible or trying to cushion the noise with felt pads on the feet of the fridge.

Drip Tray - is the drip tray at the rear fitted in place above the compressor correctly and not loose or rattling.

Shelves - are the shelves are fitted correctly in place, check items loaded on the shelves are not rattling against each other.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Please confirm you have checked the following

The noise is coming from the compressor
I have made sure the fridge is level
I have checked the contents and shelves
I have checked the fridge has adequate ventilation

My fridge is icing up - Why is this happening?

Please select your model range

Classic/Ultra range
Barcool/Eco/Super/Viva range

These fridges are thermoelectric run and will be effected by the ambient temperature of the room they are situated in.

1. Ensure the environment the fridge is in is not too cold. A unheated room/low temperature will make the unit run colder.

2. The coldest part of the fridge is the base & back. If you are having problems with the items inside being too cold, we would recommend you to keep them off the base by moving the shelf to the bottom and ensure it is not touching the back.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Please confirm you have checked the following

The room the fridge is in is at room temperature day and night.
I have tried to put something on the base so my items are not on the coldest part of the fridge.

Subcold fridges from time to time will require to be defrosted completely, the are not auto-defrost fridges. This is normal for the type of fridge you have and the frequency of defrosts will depend on a few factors, such as below:

- The frequency of door openings and usage.

- The ambient temperature of the room the fridge is located in.

- The desired setting on the thermostat.

- The amount of ventilation space around the unit.

To defrost your fridge please follow this step by step guide:

- Disconnect the fridge from the mains power at the socket.

- Empty all contents from the fridge.

- Put a container under the ice in the fridge to collect the defrost water or an absorbent towel.

- Leave the item to defrost naturally for 24hrs with the door open (please do not try to break ice off to encourage the defrosting process this will cause damage to the fridge that is irreparable).

- Before switching the fridge on again, please dry off any excess water from inside and ensure ALL ice has completely melted and the evaporator inside is clear at the front and the back.

- Reconnect the power to the fridge at the mains.

- We recommend setting number 3 on the thermostat as the factory standard and for optimum energy usage.

- Please close the door for a further 4-6 hours before loading with items again.

Keep door openings to a minimum and ensure good ventilation around the fridge at all times.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Please confirm you have checked the following

I have followed the above instructions and performed a defrost

My fridge glass has condensation - Why?

Warm air is able to hold much more moisture than cold air, and there is generally always a large discrepancy in temperature inside a fridge, to that on the outside.

We would expect that if the fridge is on a high thermostat setting, there may be condensation on the outside glass of the fridge. (In the same way there may be condensation on a glass window if there are boiling pots on the hob).

Ensure to place this item out of direct sunlight and away from heat sources. If the casing is warm this is a result of the fridge operating well & is also to prevent dew/condensation building on the outside of the fridge.

Changing the thermostat setting, using air conditioning, allowing for additional ventilation or changing the location of the item if/where possible. This will help to draw moisture from the air, thus lowering the relative humidity.. the result is that these condensation issues on glass surfaces are greatly alleviated.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Please confirm you have checked the following

I have followed the guide above and still have an issue.

Is there a foot missing on my fridge?

This product is not designed with 2 of the same feet on each side of the product.

I can clarify here what you should see at the bottom of the fridge:

One foot on the left side (large type adjustable foot).
One foot on the right side is located directly under the hinge (small adjustable foot).

The reason they are different is that we can not mount a large adjustable foot on the side with the hinge as this would make the fridge level uneven as the hinge base thickness would cause this to be uneven.

Both feet are adjustable and can be moved up and down to correctly level the fridge as per the item design.

This is a common query from customers, I can assure you this is the normal design of the underside of the fridge.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Please include as much details as possible

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Warm Weather

Due to the recent warmer weather, fridges will be working harder than usual to maintain temperature.

You may notice a few of these effects from the increase in temperature:

- sides being hotter to touch than usual.

- temperature fluctuations which can also be caused by more frequent door openings/warm product being loaded.

- compressor running a little longer or more often.

Please try to keep the fridge in a cool well-ventilated area out of direct sunlight and away from any heat sources to help improve this.

Has this answered your question?

Yes thank you
No I would like more information

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Order ID and delivery postcode

Your order ID can be found on your order confirmation.

Please insert your message here

Please enter your details

Tell us about your query

Bulk Ordering - Can I order a large quantity of items?

Our team is available to answer any questions you may have about our products.

If you would like to order any item in a quantity of 10 units or more or have a detailed enquiry our Sales Team are here to help.

We ask if you could fill in the details below and we will get back to you.

Can I pre-order an item?

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

When will my pre-order arrive?

When you are on a listing that is available for pre-order it will give you an estimated dispatch date.

We will always endeavour to meet the estimated dispatch date that stated on your pre-order, however, this may be pushed back due to unforeseen circumstances that are out with our control.

As soon as the item has been dispatched from our warehouse, you will receive a notification from DPD with your tracking information.

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

When will this item be back into stock?

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

How long does delivery take?

Place an order before 1PM (Monday- Friday) to receive it on our Next-Day Delivery service (for eligible items only)

Next-Day Delivery may be effected with Public Holidays.

Rural areas and a small number of postcodes may also be effected and/or an additional charge. You can find the estimated shipping charge by entering your postcode at check-out.

We will endeavour to dispatch any orders placed after 1PM where possible.

Next Day Delivery service is not possible to Highlands & Islands, Northern Ireland and the Channel Islands, these deliveries are shipped on a TWO day service.

You can read more on delivery here.

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Where is my item?

Our courier partner is DPD, once your item has been dispatched from our warehouse you will automatically receive a confirmation email or text with your tracking information.

You can track your item by visiting - https://track.dpd.co.uk/

Please note, this tracking ID which usually starts with 1597 or 1550 will not activate until DPD scan the parcel at their hub. This is likely to be a few hours AFTER you obtain your tracking ID. Therefore, please don't be concerned if you are not able to track your parcel right away.

On the day of delivery, DPD should contact you with a 1 hour delivery slot. *Please note, these delivery slots are subject to change due to unforeseen circumstances. Such as busy traffic etc.

If you item has still not arrived they day after it was originally due, please let us know below.

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Can I change my delivery address/date?

If you would like to change the date of delivery, address or update DPD with any changes required, please access - https://www.dpd.co.uk/content/how-can-we-help/index.jsp please choose from the menu of options given the most relevant option to suit your needs.

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Do you currently ship outside the UK?

Unfortunately, we are unable to ship outside the UK at this time.

This may change in the near future so keep checking for updates!

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Unwanted/Unsuitable - How do I make a return?

UNOPENED/OPENED PRODUCTS

Items can be returned for a full refund within the first 14 days of delivery if it’s still in its original packaging even if the item has been opened for initial inspection.

For reasons such as:

Unwanted

Not suitable for intended purpose

Too big

Too small

Please read our full return policy here for full information

To qualify for a full refund you must follow the below steps:

- returned in full & original packaging.

- be unused.

- have no damage.

- include all manuals & accessories.

Please find the return address details below:

Subcold Limited

28/2 Firth Road

If you do decide to return your unit, please notify us with which courier you used and the Tracking ID.

Please ensure to place senders information, Order ID or postcode on the packaging so we are able to identify the return when it arrives at our warehouse.

Many thanks for your enquiry.

Please complete the form below and our customer service team will get back to you.

Damaged - My item has arrived damaged?

We are disappointed to hear your item has arrived damaged and would like to resolve this issue straight away.

We also will ensure to take this up with our courier partner DPD if we deem the damage to have been caused during transit from our warehouse to you.

Please use the contact form and provide us with the following information within 48 hours of receiving this item. This will allow us to deal with your enquiry without delay.

*Please note - Without all of the above we are unable to assist you further.

- Any damage reported after 48 hours from delivery, Subcold Limited cannot be held liable.

- We are unable to offer an exchange or replacement service under any circumstances.

Incorrect item - I have received a different item

We endeavour not to make any picking errors at our warehouse, however, this may happen from time to time. If you do receive the incorrect item, please use the contact form and provide us with the following information.

*Please note - Without all of the above we are unable to assist you further.

- We are unable to offer an exchange or replacement service under any circumstances.

My fridge isn't working what can I do?

Noise Issue - My fridge is noisy?

The noise level rating for these items is 28dB is consistent for fridges of this type.

If you are measuring the noise level of this fridge, please ensure to measure at a 1-meter distance from the fridge, at a 1-meter height. This is how dB readings are taken as the industry standard.

***Please note - *Without all of the above we are unable to assist you further.***

***Please note - *Without all of the above we are unable to assist you further.***

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