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FAQs
Product Enquiries
Insulation performance will vary from one Thermos product to another — and that’s completely normal. Factors like the size, shape, and design of the product all play a role. In general, larger-capacity flasks tend to retain heat or cold for longer, simply because there's more volume to insulate. Similarly, products with a narrower mouth opening usually perform better over time, as less heat or cold escapes when the lid is opened. That’s why different Thermos products may show different performance times — each one is designed with a specific use in mind.
🔥 How We Measure “Keeps Hot”
When we say a product “keeps hot for 24 hours” (for example), we’re measuring how long it takes for freshly boiled water (starting at 95°C) to drop below 60°C inside the sealed container.
❄️ How We Measure “Keeps Cold”
For cold performance, we start with chilled water at 0°C and track how long it takes to reach 12°C.
🧊 What About Cool Bags?
Insulation performance for Thermos cool bags is measured a little differently than for vacuum insulated products such as flasks, travel mugs and bottles Because cool bags are designed for food storage — not liquids — the temperature thresholds are based on typical chilled food ranges.
We start with the internal temperature at 5°C (standard fridge temperature), then measure how long it takes to reach 15°C inside the closed cool bag.
🧪 Real-World Use May Vary
Of course, your actual experience might vary slightly depending on:
How full your product is
The initial temperature of your contents
How often it’s opened
Outside temperature conditions
But rest assured — our tests are designed to reflect everyday use, so the performance we quote gives you a dependable guide to what your Thermos can do.
To get the most out of your Thermos and keep your food or drinks hotter for longer, a little prep goes a long way.
1. Preheat your Thermos:
Before filling your Thermos with hot food or drink, warm it up by filling it with hot (not boiling) water. Let it sit for a few minutes, then empty the water just before adding your contents. This helps minimise heat loss and gets your Thermos working at full efficiency.
2. Heat your food thoroughly:
If you’re preparing a food jar with soup, pasta, or leftovers, make sure the food is piping hot before filling—either by heating it on the stove until it reaches boiling point, or microwaving it until steaming.
3. Fill and close quickly:
Transfer hot food or drinks into your pre-warmed Thermos as soon as possible and seal the lid tightly right away to lock in the heat.
4. Safety first:
Always take care when handling hot liquids or food.
Yes. All of our products are subject to strict safety testing and are fully compliant with relevant UK and EU regulations.
We ensure that:
All products are independently tested for compliance with REACH (Registration, Evaluation, Authorisation and Restriction of Chemicals) regulations, including screening for Substances of Very High Concern (SVHCs) such as lead, cadmium, and phthalates.
Our products meet the applicable UK legislation for Articles and Materials in Contact with Food (as set out in Regulation (EC) No 1935/2004, retained in UK law), ensuring they are safe for everyday use with food and beverages.
What does this mean for you?
Our products do not contain lead or other harmful substances above legal safety thresholds.
Testing is conducted by independent, accredited laboratories to ensure full transparency and compliance.
Products that come into contact with food are verified to be safe, stable, and non-reactive under normal use.
For more information, you can view the current list of SVHCs maintained by the European Chemicals Agency (ECHA): https://echa.europa.eu/candidate-list-table
If you have further questions about product materials, certifications, or safety standards, our customer support team will be happy to help.
No—Thermos® stainless steel products do not have any interior coatings.
We use high-quality 18/8 food-grade stainless steel (SUS 304), which is naturally non-reactive, durable, and safe for food and drink.
Our stainless steel interiors are:
BPA-free
Lead-free
Free from any harmful chemical
Every product is also independently tested to ensure it meets international safety standards.
Thermos prioritises replacing parts rather than the entire product whenever possible.
A number of standard parts are available from our partner Flasks Online.
If you can't find the part you're looking for, please contact our team at [email protected]
Yes, Thermos® products are suitable for storing dairy, such as milk or yoghurt, and will help keep them cold (or hot) for several hours thanks to our insulated technology.
However, dairy is perishable and can spoil more quickly than other foods, especially if stored improperly or left for extended periods. For that reason, we recommend the following:
Best Practices for Storing Dairy in Your Thermos® Product:
Keep it cold: For cold dairy items like milk, yoghurt, or smoothies, pre-chill your Thermos with cold water before filling.
Time it right: Only store dairy for short periods—ideally no more than 4–6 hours—to ensure freshness and safety.
Avoid extreme heat: We do not recommend using your Thermos to keep dairy products hot for long durations, as this can encourage bacterial growth.
Clean thoroughly after use: Always wash your Thermos thoroughly after storing dairy to avoid lingering smells or residue.
Important:
If dairy smells sour or tastes off after storage, do not consume it, even if it’s been within the time window. When in doubt, throw it out.
Yes—absolutely! Thermos® products aren’t just for drinks—we’ve designed a range of food flasks specifically for enjoying hot meals on the go.
Our food flasks feature:
Wide mouths for easy filling, eating, and cleaning
Insulated stainless steel interiors to keep food hot or cold for hours
Some models even include a folding spoon and lid that doubles as a bowl, making them perfect for soup, pasta, stews, and more
Whether you're packing lunch for work, school, or outdoor adventures, Thermos® food flasks are a safe, convenient, and mess-free way to enjoy a proper meal anytime, anywhere.
Explore our full range of food flasks in the Food Flask collection.
Yes! We offer a range of child-friendly products that are lightweight, safe, BPA-free, and easy to open and clean—perfect for school lunches, travel, and everyday use.
You can browse our range of Kids products here.
We’re committed to using high-quality, food-safe materials in all of our products—so you can feel confident about what you’re eating and drinking from, every day.
Here’s a breakdown of the key materials we use:
18/8 Stainless Steel (SUS 304)
Also known as food-grade stainless steel, 18/8 refers to the composition—18% chromium and 8% nickel—which gives it excellent resistance to rust, corrosion, and staining.
Safe for food contact
Durable and long-lasting
Commonly used in kitchens and medical environments for its hygienic properties
This is the material used in the inner and outer walls of our insulated stainless steel flasks and food jars.
Food-Grade Polypropylene (Plastic #5)
We use Polypropylene (#5) for components like lids, stoppers, and certain accessories.
BPA-free and non-toxic
Lightweight yet strong
Heat resistant and safe for food contact
Commonly used in baby bottles, reusable containers, and medical products
Food-Grade Silicone
Silicone is used for flexible components such as gaskets and seals, helping ensure your Thermos stays tightly closed and leakproof.
Flexible and durable
Odour and taste neutral
Withstands hot and cold temperatures
Safe for prolonged contact with food and liquids
All materials are independently tested for safety.
We work with accredited third-party labs to test all materials for compliance with international food safety standards, including REACH, FDA, and UK/EU food contact regulations.
If you have any specific questions about materials, allergens, or product safety, our customer care team will be happy to help.
We know our customers care about sustainability - and we do too. That’s why we’re continually working to make better choices in our packaging and materials, with a focus on reducing environmental impact without compromising on quality or safety.
Our Packaging Commitments:
Recyclable Materials
All of our packaging—both paper-based and plastic—is fully recyclable through standard household recycling streams.
Sustainably Sourced Paper & Cardboard
We only use cardboard and paper from responsibly and sustainably managed forests. This means our printed packaging comes from sources that support biodiversity, forest regeneration, and ethical working conditions.
Recycled Plastic Content
Our plastic packaging contains a minimum of 30% post-consumer recycled (PCR) content, giving new life to materials that might otherwise end up in landfill. This helps reduce the need for virgin plastic and supports the circular economy.
Looking Ahead
Sustainability is an ongoing journey. We're constantly exploring new ways to reduce waste, use more recycled materials, and create products and packaging that are better for the planet.
If you have specific questions about recycling or disposal, feel free to contact us—we’re happy to help.
While Thermos® products are made to last for years, we understand they may need to be disposed of eventually. Most components (stainless steel, polypropylene, silicone) can be recycled, but they may need to be separated. Check with your local recycling facility for guidance, or contact us and we’ll be happy to help.
Yes. We understand how important safety is - especially when it comes to products for babies and young children. That’s why we’re proud to confirm that all of our products are 100% BPA free.
What is BPA, and why does it matter?
Bisphenol A (BPA) is a chemical commonly used in the production of certain plastics and resins. Over the years, concerns have been raised about BPA potentially leaching into food and drinks, particularly when products are heated or used by infants and children.
How do you ensure products are safe?
All of our products are independently tested by accredited third-party laboratories.
Testing includes checks for BPA, phthalates, and other substances of concern.
If you have any questions about materials, testing, or certifications, we’re here to help—just reach out to our customer care team.
Are Thermos® products suitable for carbonated or fizzy drinks?
We do not recommend using Thermos® products for carbonated or fizzy drinks.
Carbonated drinks release gas over time, and when sealed inside an insulated container, pressure can quickly build up. This can lead to:
Leaks from the lid or stopper
Difficulty opening the container
In rare cases, the lid or stopper may be forcefully ejected, posing a safety risk
To avoid pressure-related issues, please stick to non-carbonated drinks when using your Thermos® product. Still water, juice, tea and coffee are all great choices.
No, Thermos® products are not suitable for use in microwaves or freezers. Microwaving can damage the metal components, while freezing can cause contents to expand and damage the seal or structure of the product.
Care & Cleaning Advice
Each product on our website links to their own Care and Use manual with cleaning instructions. Most of our products are top-rack dishwasher safe, but we still recommend washing by hand to keep the beautiful finish looking great. Never use bleach or any cleaner that contains bleach on your Thermos® product.
Over time, limescale or residue can build up inside your Thermos - especially if you’re filling it with tea, coffee, or hard water. But don’t worry, it’s easy to clean using a few household items.
What to do:
Fill your Thermos about ¼ of the way with white vinegar.
Add 1–2 tablespoons of bicarbonate of soda (it may fizz, but this is normal!).
Top up with warm water.
Leave it to soak for a few hours, or overnight for more stubborn residue.
Shake gently, then rinse thoroughly. Use a soft bottle brush if needed.
Warranty
At Thermos®, we take pride in crafting high-quality, reliable products using premium materials, designed for dependability and top performance. Every product undergoes rigorous testing throughout the manufacturing process to meet our strict quality standards.
However, we understand that sometimes things don’t go to plan. If you believe your product is faulty, please return it to the retailer where you purchased it, along with proof of purchase. Under your statutory rights, you may be entitled to a replacement or refund within a reasonable period.
In addition to your statutory rights, certain Thermos® products come with an extended manufacturer’s guarantee of up to 5 years from the date of purchase, covering defects in materials and workmanship. You can check if your product is covered by an extended guarantee in the table below.
| Product Type | Warranty |
|---|---|
| Stainless Steel Vacuumware including Flasks, Travel Mugs and Bottles | 5 years |
| Plastic Bottles | 1 year |
| Cool Bags and Lunch Kits | 1 year |
| Thermocafe by Thermos Products | 1 year |
| Glass Vacuumware | 1 year |
If you need to make a claim under the manufacturer’s warranty, please contact [email protected]. Please note:
- We do not cover any return costs for products sent to us under this warranty.
- Once we receive the product, we will, at our discretion, repair or replace it with the same or an equivalent model.
- This manufacturer’s warranty is in addition to and does not affect your statutory consumer rights.
Returns & Refunds
Yes! If you’re not completely satisfied with your purchase, you can request a refund or replacement within 14 calendar days from the day after delivery. Simply contact our Customer Service Team at [email protected] to initiate the process.
How to Return an Item:
- Include a copy of your invoice with the returned goods. If possible, please return the item with its original tags and packaging.
- Ensure secure packaging to prevent damage in transit. We may refuse returns or reduce refunds if items arrive damaged due to poor packaging.
- Unused items only – we cannot accept returns for used products.
- Return shipping costs are your responsibility. We recommend using a tracked service and obtaining a proof of postage receipt.
- Retailer purchases – if you bought your item from another retailer, please return it directly to them.
Returns after 14 days may be accepted at our discretion.
Order Management
To apply a promo or discount code:
• Proceed to checkout and enter your code in the 'Discount Code' field.
• Click 'Apply' to see your new total before finalising your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
We accept Visa, Mastercard, Maestro, and PayPal.
For security, all online payments are encrypted and processed through Barclays ePDQ or PayPal, depending on your chosen payment method. Your data is handled securely by the payment provider, and we do not store your credit card details.
✉️ How to Request a Cancellation
If you'd like to cancel your order, please email our customer service team as soon as possible at [email protected] with your order number and request.
We’ll try our best to accommodate your request before your order is processed.
🚚 If Your Order Has Already Been Shipped
Once an order has been processed for dispatch or handed over to the courier, we may not be able to cancel it. In that case, don’t worry — you still have the option to return the order once it arrives.
🔁 Changed Your Mind?
You have 14 days from the date of delivery to return your item(s) in line with our Returns Policy. Just follow the returns process and we’ll issue a refund once the item is received back in resalable condition.
✅ Summary
Email us quickly to request a cancellation
We’ll do our best, but can’t guarantee cancellation if the order has already been processed.
You can still return your order within 14 days if needed
Shipping & Delivery
📦 Shipping Policy
Standard Delivery – £3.95 (Free on Orders Over £50)
We offer free standard delivery on all UK orders over £50.
For orders under £50, a £3.95 delivery fee applies.
Standard delivery is via Royal Mail Tracked 48 and typically arrives within 2–3 working days after dispatch.
Please note: During busy periods or adverse weather, delivery may occasionally take a little longer. You’ll receive tracking details once your order has been dispatched.
Next Working Day Delivery – £6.50
Need it sooner? We offer next working day delivery for £6.50.
Orders must be placed by 12:30pm (Monday–Friday) for next working day delivery.
Orders are shipped via Royal Mail Tracked 24 and typically arrive between 8:00am and 6:00pm the next working day.
Orders placed after 12:30pm on Friday, or over the weekend, will be dispatched on the next working day.
International Shipping
We currently only ship to addresses within the UK from this website.
If you’re based outside the UK, please note that our products may be available through other retailers or affiliated companies in your region. Unfortunately, we are unable to offer international delivery or ship orders overseas at this time.
If you have any further questions about our shipping policy, please contact us at [email protected]
Orders are usually despatched within 24 hours of receipt. Occasionally due to high demand some orders may require additional processing time.
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our shipping partners tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
Lost parcels
We strive to ensure every order reaches you in perfect condition. In the event that your order is lost in transit, please contact our customer service team at [email protected] with your order number and all relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such cases, please contact our customer service team on [email protected] within 24 hours of receiving your order and include photos of the damaged items or package.
We will review the documentation provided and arrange a replacement or refund if appropriate.