Frequently Asked Questions
Delivery & Returns
Where is my order?
Check the status of your order by contacting us here. Alternatively if you have been waiting over 28 days then please contact us on 0191 934 0008.
Where do you deliver? How will my items be delivered? Do I have to wait in for my delivery? How long does it normally take for items to arrive? How much does delivery cost?
Delivery is currently available to the UK mainland only for Xaqua washing machines. We are unfortunately currently unable to deliver to all offshore isles including but not limited to Northern Ireland, Channel Islands, Scottish Isles, Shetland and Orkney. While we are not able to offer Free direct delivery to these areas, please contact us to obtain a price to ship to your location.
Please see our delivery policy here.
Yes, all washing machine deliveries will require a signature by someone over 18 unless you have made prior arrangements with the courier yourself.
Please see our delivery policy here.
xaqua washing machines are delivered free to UK mainland locations. Delivery prices to other locations will be provided if available on request.
What’s the cut off for next day delivery?
UK Next Working Day Delivery is not available on xaqua washing machines. Please allow up to 28 days delivery on your new washing machine.
Can I specify a preferred delivery date?
Washing machine delivery dates are not guaranteed. Our approved logistics provider will make contact via. a phone call to confirm the delivery date and time after purchase.
How do I track my order?
Please see our delivery policy here.
What is your return policy?
Read our returns policy here.
How can I return my item?
If you are not 100% satisfied with your purchase, you can return it for free within 60 days. Simply contact Xaqua support in writing, email or telephone to organise a return.
Account, Payments and Warranty
Do I have to create an account to make a purchase online?
No, you do not have to create an account to make a purchase online, however, you will be provided with the option to create an account during the checkout process. By creating an account you can see all activity associated with that account.
How can I view/update my account details?
If you have an active account, you can log in to your account here, you’ll then be able to see all activity associated with that account.
I have forgotten my password.
If, for any reason, you’ve forgotten your password, please visit here. Simply follow the on-screen instructions to reset your password.
I’ve lost my proof of purchase.
If, for any reason, you have lost your proof of purchase having purchased from Xaqua please email accounts at accounts@xaqua.co.uk.
How do I get a vat receipt for my purchase? Can I make a purchase by calling? I can’t place my order online, what should I do? How do I cancel an order?
Having purchased from Xaqua website, if you require a VAT receipt please email accounts at accounts@xaqua.co.uk.
Yes, call 07887 079339 and speak to one of our Sales Advisors to place an order. Our call centre is open Monday – Friday 9am – 5pm (excluding Bank Holiday).
If you are unable to place an order online, you can call us and order on 07887 079339.
The right to cancel an order must be in writing, by email or by telephone and your statutory rights apply (contact details can be found at the bottom of this page).
Can I use PayPal to pay for my order?
Yes you can choose to pay for your order using Paypal at checkout.
Will I be charged for using my credit card?
No. xaqua.life will not charge you for using your credit card when making a purchase on our website.
Is it safe to use my credit card?
Yes xaqua.life use a registered secured payment provider for the transaction which will protect any information you share with us, including your name, address and your credit card details.
What forms of payments do you accept?
We accept Visa, MasterCard, Switch/Maestro and Visa Debit. Unfortunately AMEX is not accepted.
When does my guarantee start?
If you buy directly from Xaqua your warranty is registered straight away and begins from the day you receive your washing machine. If you do not buy directly from us, your warranty will begin immediately from the date of purchase however you must register this warranty within 30 days from purchase. XaquaWashing Machines must be registered within 28 days of purchase.
Do I get a warranty?
Yes, Xaqua washing machine comes with a standard 5 year warranty.
Washing Machines
Does the warranty cover parts and labour?
Yes, our warranty is comprehensive and covers both parts and labour. You must register your warranty within 28 days of the delivery date.
What size drum do I need?
The Xaqua washing machine is currenlty only supplied with a 9kg drum capacity. As a general guide a 6kg machine is suitable for 2 people, a 7kg machine is suitable for 2-3 people, an 8kg machine is suitable for 3-4 people and a 9kg machine is suitable for 4-5 people however this can depend on the frequency of your washing requirements.
What are the benefits of hot fill over cold only fill?
Hot fill offers faster wash cycles; However, water stored in the Xaqua washing machine is at room temperature and just like using hot fill, ensures lower running costs and prolongs the life of the heater element when compared to normal cold fill only machines.
Do I need any special plumbing to use hot fill?
No, all you need is a cold water feed and a waste water tube or connection for the washing machine to be installed on to.
Can I use both hot and cold water supply to the machine?
No, the Xaqua washing machine only requires a cold fill connection.
Does the machine have a half load button?
Our machine has precision 360 sensor technology that automatically calculates the exact amount of water and energy required to use for each load. This replaces the need for a manual half load button.
How long is the mains power cable?
The mains cable comes supplied with a 1.5m main cable with a plug.
How long is the drain hose supplied?
The machine comes supplied with a 1.5m drain outlet hose.
What is the maximum temperature?
Our machines all offer a maximum temperature of 90ºC.
Can I lock the control panel?
Yes, all controls can be locked by simply pressing and holding two buttons. Please refer to our instruction manual for the exact steps.
Does your washing machine have an extra rinse option?
Yes, our machines offer an additional extra rinse option that can be added to a standard wash cycle or a rinse only wash cycle.
Does your washing machine have a rinse hold option?
Yes, this option is available on our range of machines.
Can you add an item to the wash cycle once it has started?
Yes, if you pause the machine after it has started you will be able to open the door to add an extra item.
Is there a spin only option on your washing machines?
Yes, all machines offer a spin only option.
How many feet can you adjust?
Our machines have two front feet that can be adjusted up and down.
How do you access the pump filter?
To access the pump filter simply push down the front kick plate cover using the indents on each side to give you complete access. We even supply a 7″ drain hose to help you empty any excess water before opening the pump.
The display is showing an EO1 code what can I do?
EO1 suggests that the filter may be blocked, so in the first instance please refer to the instruction on how to clean the filter, as shown in your instruction handbook. Please remember to turn the dial back to the start position once this has been done to reset the error code. If this is unsuccessful please contact our customer services team on 0345 805 0000.
My clothes are still wet / the cycle has stopped with 12 minutes to go. What has gone wrong?
Nothing has gone wrong, in fact, this is the software within the machine doing exactly what it should do – protecting your machine and your clothes. All new washing machines, regardless of their make, now have to have some form of software to prevent the load from going out of balance. An unbalanced load only occurs when it has a mix of heavy absorbent items and light non-absorbent items or very few items in the load. To avoid this from happening, please try and fill the washing machine whenever possible or ensure that each load has items that are made from similar types of materials.
How do you remove the soap detergent drawer?
To remove the soap detergent drawer simply pull the drawer open and then press the small grey button in the centre of the softener compartment for a quick release.
Which wash cycle temperatures does hot fill work on?
Hot fill is available on the following programmes: Dark, Quiet, Allergy Care, Drum Clean, Mixed, Synthetic and Cotton Saver.
Can you add an item to the wash cycle once it has started?
Yes, if you pause the machine after it has started you will be able to open the door to add an extra item.
Can you pause the machine once the wash has started?
Yes, our machines have a pause function.
Do I use detergent with the drum clean cycle?
No, this programme is designed to be used without any detergent.
Can I stack your washing machine on top of a tumble dryer?
No, you can not stack an Ebac washing machine on top or underneath any other appliance.
Can I lock the control panel?
Yes, all controls can be locked by simply pressing and holding two buttons. Please refer to our instruction manual for the exact steps.
Can you turn the beep noise off at the end of the wash cycle?
Yes, all audio can be turned off, please refer to our instruction manual for exact steps.
What is the maximum temperature?
Our ECare+ machines all offer a maximum temperature of 90ºC.
Does the machine come with a digital inverter motor?
Yes, all ECare+ models have a digital inverter motor.
Is there a spin only option on your washing machines?
Yes, all ECare+ machines offer a spin only option.
What is the delayed start time?
The models in this range can be delayed for up to 24 hours in steps of 1 hour.
General
How do I apply a discount code?
Please discuss discount options with one of our sales team on 07887 079339. Discount codes can only be applied over the phone.
Do you offer a money-back guarantee?
Yes, we offer a 30 day no-quibble money-back guarantee on all products.
Do you offer an appliance installation service?
Yes, we offer an installation service for our washing machines! Prior to delivery please make sure that the necessary water and electricity connections are available (cold fill and waste pipe), and any old machines are uninstalled and cleared from the area.
Do you collect old appliances when delivering new ones?
Yes, we offer a disposal service for your old washing machine.
How do I contact xaqua?
You can contact us in writing, by email or by telephone. (Contact details can be found here on our contact page).
How much does it cost to call xaqua?
Local rate call charges may apply (dependent upon network service provider), or our sales number 07887 079339 on Whatsapp is free.