# activeera-uk

> Public Help Center articles for activeera-uk.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [Collaboration Requests](https://support.activeera.com/en-US/collaboration-requests-533441.md): If you are interested in collaborating with our brand, we would love to hear from you!. Please click here to submit your request. Once you have submitted your request, our Marketing team will review the information provided. If your proposal aligns w
- [How do I report a problem with a product I purchased?](https://support.activeera.com/en-US/how-do-i-report-a-problem-with-a-product-i-purchased-980009.md): If you are experiencing an issue with one of our products and need to report a problem, please provide us with the following information to assist you better:. Once you have provided these details, we will be able to forward your concern to the relev
- [What delivery options do you have?](https://support.activeera.com/en-US/what-delivery-options-do-you-have-435648.md): We offer both Express and Standard delivery options! You can view our full Delivery Policy here. Once your order has been dispatched, you may use the link provided within the email or SMS to make the following adjustments to your delivery preferences
- [How long does delivery take?](https://support.activeera.com/en-US/how-long-does-delivery-take-552870.md): Our delivery times depend on the region and shipping option selected at checkout. For Standard Delivery, orders typically arrive within 2-3 working days for Mainland UK and Northern Ireland, and 3-5 working days for the Isle of Man.For Express Delive
- [Can I change my delivery details after placing my order?](https://support.activeera.com/en-US/can-i-change-my-delivery-details-after-placing-my-order-431199.md): When an order is placed, we try to dispatch the parcel as soon as possible to keep our delivery promise. Once the order information has been transmitted to the carrier, we're sadly unable to make any changes to the address. It's important to note tha
- [My order status indicates 'delivered,' but I have not received it](https://support.activeera.com/en-US/my-order-status-indicates-delivered-but-i-have-not-received-it-453449.md): We apologise if you have not yet received your order. If the courier has confirmed successful delivery to your address, we will need to initiate an investigation with them.
- [Do you deliver to British Overseas Territories, such as Gibraltar or the Falkland Islands?](https://support.activeera.com/en-US/do-you-deliver-to-british-overseas-territories-such-as-gibraltar-or-the-falkland-islands-431212.md): Unfortunately we do not deliver to the British Overseas Territories, or Sovereign Base Areas.
- [I am missing items from my order](https://support.activeera.com/en-US/i-am-missing-items-from-my-order-453453.md): It's important to note that our items are dispatched separately, each with its own unique tracking number. Therefore, they may not always be delivered together. We kindly ask that you carefully review your dispatch emails and locate any additional tr
- [What do I do if I receive the wrong item in my order?](https://support.activeera.com/en-US/what-do-i-do-if-i-receive-the-wrong-item-in-my-order-552864.md): If you receive the wrong item, please contact our Customer Care Team immediately. We will arrange for the correct item to be sent to you and provide instructions for returning the incorrect item. Please submit a request through our Contact Form.
- [I need a VAT invoice](https://support.activeera.com/en-US/i-need-a-vat-invoice-453450.md): The VAT invoice for your order is available to be downloaded in the dispatch email you received. This invoice contains all the necessary details for your records and accounting purposes. Should you require any amendments or corrections to the invoice
- [My order has arrived damaged](https://support.activeera.com/en-US/my-order-has-arrived-damaged-431208.md): We make every effort to ensure your order arrives in good condition. However, in rare cases, products may sustain damage during delivery. Therefore, we kindly ask you to inspect your order upon receipt. If you are not satisfied with the condition of
- [My order status indicates 'delivered,' but I have not received it](https://support.activeera.com/en-US/my-order-status-indicates-delivered-but-i-have-not-received-it-453451.md): We apologise if you have not yet received your order. If the courier has confirmed successful delivery to your address, we will need to initiate an investigation with them.
- [I want to cancel my order](https://support.activeera.com/en-US/i-want-to-cancel-my-order-431223.md): Once an order has been placed, we are unable to cancel it or make any changes. Our packing process begins immediately after orders are placed to ensure swift delivery. Please follow these instructions to initiate a return.
- [I want to amend/cancel my order](https://support.activeera.com/en-US/i-want-to-amendcancel-my-order-552869.md): Once an order has been placed, we are unable to cancel it or make any changes. Our packing process begins immediately after orders are placed to ensure swift delivery. Please follow these instructions to initiate a return.
- [I've changed my mind, I'd like to return my order](https://support.activeera.com/en-US/ive-changed-my-mind-id-like-to-return-my-order-431215.md): We hope you are pleased with your Cosi Home purchase. However, if you have changed your mind, return requests should be submitted within 14 days of receiving your order. Once your return request has been accepted, the item should be sent back to us w
- [Can I return my order in person?](https://support.activeera.com/en-US/can-i-return-my-order-in-person-431216.md): We don't have physical stores so all of our returns are made directly to the warehouse. Unfortunately you can't return your order in person and must do it via a courier. For more information on how to return your order, please click here.
- [Do you offer exchanges?](https://support.activeera.com/en-US/do-you-offer-exchanges-435664.md): At this time, we do not offer exchanges. If your item is not suitable, please place another order for the desired item and initiate a return with us.
- [I've sent back my return, but haven’t received my refund](https://support.activeera.com/en-US/ive-sent-back-my-return-but-haven%E2%80%99t-received-my-refund-431217.md): If you have returned your order but have not received a refund, please forward us a photo of the return receipt. Our Customer Care Team will validate that the order has been returned in good condition, and once confirmed, we will issue the refund for
- [My card has expired, will I get my refund?](https://support.activeera.com/en-US/my-card-has-expired-will-i-get-my-refund-431218.md): If your original card has expired in between the purchase and the refund, your refund will still be completed as normal, as there are no changes to your bank account. The only exception is if you have also closed your account, however the original ac
- [How do I get a refund?](https://support.activeera.com/en-US/how-do-i-get-a-refund-552865.md): Refunds are processed upon receipt and inspection of the returned item. Please allow up to 14 business days for your refund to be credited back to your original payment method.
- [What methods of payment do you accept?](https://support.activeera.com/en-US/what-methods-of-payment-do-you-accept-431520.md): We accept the following payment methods in our website:
- [Can I pay with Klarna?](https://support.activeera.com/en-US/can-i-pay-with-klarna-431521.md): Yes! We have partnered with Klarna so you can purchase items at a later date or in instalments, allowing you to enjoy our products sooner!. if you've not used Klarna previously, please click here for more information on how to set up an account. What
- [How do I apply promo/discount codes?](https://support.activeera.com/en-US/how-do-i-apply-promodiscount-codes-552867.md): 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.
- [My promotional code isn't working](https://support.activeera.com/en-US/my-promotional-code-isnt-working-431526.md): Only valid promotional codes are accepted on our website. Please be aware, we do not post promotional codes on third party websites such as Groupon and Vouchercode. If the promotional code you received via email from us isn't working, please get in t
- [My card has expired, will I receive my refund?](https://support.activeera.com/en-US/my-card-has-expired-will-i-receive-my-refund-436907.md): If your original card has expired between the time of purchase and the refund process, rest assured that your refund will still be processed without any issues, as there are no alterations to your bank account details. If you have also closed your ac
- [I have a promotional code, when do I enter this?](https://support.activeera.com/en-US/i-have-a-promotional-code-when-do-i-enter-this-431525.md): If you have a promotional code, please enter it in the box at the bottom of the initial basket page. The same box can also be found at the final stage of the checkout, you can apply your code in either of these boxes.
- [Does my product come with a warranty?](https://support.activeera.com/en-US/does-my-product-come-with-a-warranty-431228.md): All our products purchased from an official distributor come with a 12-month warranty that is valid from the date of purchase. This limited warranty applies to all One Retail Group products sold by https://activeera.com/ or One Retail Group via Amazo
- [What does this Limited Warranty not cover?](https://support.activeera.com/en-US/what-does-this-limited-warranty-not-cover-431516.md): This limited warranty does not cover any problem that is caused by general wear-and-tear, improper use of the product, or malfunctions and damage not resulting from defects in material or workmanship. You can find more information about our Warranty
- [I bought my product second hand, does it include the warranty?](https://support.activeera.com/en-US/i-bought-my-product-second-hand-does-it-include-the-warranty-431230.md): If your product has been purchased second hand, it's no longer covered by our warranty. Please note, that any existing warranty is not transferred to the item when purchased second hand, and the existing warranty is void. You can find more informatio
- [I bought my product refurbished, does it include the warranty?](https://support.activeera.com/en-US/i-bought-my-product-refurbished-does-it-include-the-warranty-431231.md): Yes, it does include the warranty. If your product has been deemed faulty, we will either replace the item with another refurbished product of the same condition, or issue a refund. The warranty applies to all One Retail Group products sold by Active
- [Register your warranty HERE](https://support.activeera.com/en-US/register-your-warranty-here-431227.md): Please use this link to Register your purchase and we will extend your warranty to 2 years: https://register.activeera.com/warranty-1
- [Where can I locate the Batch Code Number on my product?](https://support.activeera.com/en-US/where-can-i-locate-the-batch-code-number-on-my-product-431094.md): If your product has a fault, we might ask you for your product batch code, for various reasons, including product tracking and quality assurance. The Batch code is a 8 digit number and can usually be found on the product label on your product. Here's
- [User Manual](https://support.activeera.com/en-US/user-manual-453465.md): You can find the latest version of the instruction manual on the product page. Please follow these steps:
- [The item I'd like to order is out of stock](https://support.activeera.com/en-US/the-item-id-like-to-order-is-out-of-stock-593912.md): We're very sorry that the product you'd like to purchase is currently unavailable! We can assure you that we're working very hard to have this back in stock as soon as possible; if the item is seasonal, we'll be aiming to have it available for the ne
- [Where can I find the product wattage?](https://support.activeera.com/en-US/where-can-i-find-the-product-wattage-594084.md): The wattage of each product is included in its specifications on the website listing. To find this information, scroll down past the images and click on 'Specifications'; the wattage is listed under 'Energy Consumption'.
- [Tutorial: How to set up and pack away the Air Bed](https://support.activeera.com/en-US/tutorial-how-to-set-up-and-pack-away-the-air-bed-453461.md): Please watch the video below for setting up and packing away your Air Bed.
- [Tutorial: How to inflate your Camping Air Bed with Bag Pump](https://support.activeera.com/en-US/tutorial-how-to-inflate-your-camping-air-bed-with-bag-pump-588682.md): Please watch the tutorial below on how to inflate your Camping Air Bed with the included Bag Pump:
- [Does the Electric Pump Turn Off Automatically?](https://support.activeera.com/en-US/does-the-electric-pump-turn-off-automatically-558348.md): The electric pump for our air beds does not turn off automatically when the bed is fully inflated. It must be turned off manually. Please ensure you monitor the inflation process and switch off the pump once the air bed reaches your desired firmness.
- [Why has my Air Bed deflated overnight?](https://support.activeera.com/en-US/why-has-my-air-bed-deflated-overnight-431132.md): Stretching is a natural characteristic of new vinyl and as such, during initial use, the Air Bed may become soft and require additional inflation to maintain the desired firmness. This is normal for the first few uses. Please make sure the valve is f
- [My Air Bed is smaller than stated](https://support.activeera.com/en-US/my-air-bed-is-smaller-than-stated-431137.md): Air beds are a little tricky to measure completely accurately given that they will be slightly different sizes depending on how much air you put into them. If your Air Bed is not as large as expected, please pump some more air into it manually.
- [What are the differences between your Air Beds?](https://support.activeera.com/en-US/what-are-the-differences-between-your-air-beds-431237.md): Comfort Plus Air Bed. The Comfort Plus Air Bed is designed with a 6 I-Beam full-body support structure and a thick multi-layered waterproof flock for bed-like comfort. The Air Bed also comes with a carry bag. Comfort Air Bed. The Comfort Air Bed has
- [How long does the Air Bed take to inflate and deflate?](https://support.activeera.com/en-US/how-long-does-the-air-bed-take-to-inflate-and-deflate-431238.md): Please find the inflation and deflation times for our Air Beds below:. When the Air Bed is fully inflated, turn the control dial one click anti-clockwise until the arrow points to OFF.
- [Is it possible to inflate the Air Bed with a pump for use in camping without an electrical outlet?](https://support.activeera.com/en-US/is-it-possible-to-inflate-the-air-bed-with-a-pump-for-use-in-camping-without-an-electrical-outlet-431241.md): Our Air Beds come with a power cord that needs to be plugged into an electrical outlet. However, if electrical power isn't available, then a conventional foot or manual operated air pump can be connected to the Air Bed trough the valve. Please note,
- [The Repair Kit for my Air Bed is missing](https://support.activeera.com/en-US/the-repair-kit-for-my-air-bed-is-missing-431098.md): We apologise if you've found the Repair Kit missing from your Air Bed. Please find below a photo of the kit, which is a yellow sticker. Kindly check your package to confirm if it's included. If you're unable to locate the kit, please submit a request
- [How can I find out if there's a hole in my Air Bed?](https://support.activeera.com/en-US/how-can-i-find-out-if-theres-a-hole-in-my-air-bed-431134.md): To locate a puncture, please follow these steps:. If these steps don't work, please check out our video explaining tips for deflating Air Beds here. If your Air Bed still continues to deflate, please contact our Customer Care Team through our Contact
- [My Air Bed has developed a bulge, is this normal?](https://support.activeera.com/en-US/my-air-bed-has-developed-a-bulge-is-this-normal-431135.md): This bulge (air bubble) is due to structural breakdown of the inside support of the Air Bed, and is not repairable. Should this occur, please get in touch with us through our Contact Form, so Our Customer Care Team can help you further.
- [Does my Air Bed come with a carry bag?](https://support.activeera.com/en-US/does-my-air-bed-come-with-a-carry-bag-431243.md): Our Comfort Plus Air Beds and our Camping Air Beds come with a travel bag however, the Comfort Air Bed doesn’t.
- [What are our Air Beds made of?](https://support.activeera.com/en-US/what-are-our-air-beds-made-of-431235.md): Our Air Beds are made of PVC vinyl and the surface texture is waterproof flocking. None of our Air Beds contain latex.
- [Which Bathroom Scale can I use to monitor body fat?](https://support.activeera.com/en-US/which-bathroom-scale-can-i-use-to-monitor-body-fat-431244.md): Most of our scales can monitor your body fat and display it on the screen. Only our Transparent Ultra Slim Digital Bathroom Scales and our Ultra Slim Digital Bathroom Scales don’t measure your body fat and will only show your total weight on the disp
- [Can I connect my Smart Bathroom Scales to my Apple or Garmin Watch?](https://support.activeera.com/en-US/can-i-connect-my-smart-bathroom-scales-to-my-apple-or-garmin-watch-431247.md): Our Smart Bathroom Scales are able to connect to your Apple Health app, FitBit and your Google Fit however, they’re unable to connect to your Apple or Garmin watch directly. Please find our Smart Bathroom Scales below:. https://activeera.com/products
- [I'm pregnant, can I use the Body Fat Analyser Bathroom Scales with BMI, Muscle and Calories scales?](https://support.activeera.com/en-US/im-pregnant-can-i-use-the-body-fat-analyser-bathroom-scales-with-bmi-muscle-and-calories-scales-431248.md): The Body Fat Scales use bioelectrical impedance, sending a safe and very low electrical current through the body. Since the electrical current flows more quickly through water and muscle than bone or fat, the scale measures the speed of the current.
- [I have a pacemaker, can I use the Body Fat Analyser Bathroom Scales with BMI, Muscle and Calories scales?](https://support.activeera.com/en-US/i-have-a-pacemaker-can-i-use-the-body-fat-analyser-bathroom-scales-with-bmi-muscle-and-calories-scales-431255.md): Our product shouldn't be used if you have a pacemaker or any other internal medical device, as the scale emits low-level electromagnetic fields that may potentially interfere with the proper functioning of a pacemaker.
- [How are my Smart Bathroom Scales measuring my BMI/BMR?](https://support.activeera.com/en-US/how-are-my-smart-bathroom-scales-measuring-my-bmibmr-431256.md): Basal Metabolic Rate (BMR) refers to the number of calories the body requires when at rest to function effectively. Our Smart Bathroom Scales work out your BMR by making calculations based on your gender, body mass, age, weight, height whether you ha
- [My Bathroom Scale stopped working](https://support.activeera.com/en-US/my-bathroom-scale-stopped-working-431142.md): Step 1: Check and Reinsert Batteries. If your scale is battery-powered, the first step is to examine the batteries. Sometimes, a minor glitch or poor battery connection can cause the scale to stop working. Here's what you should do:. Step 2: Replace
- [Why is my Bathroom Scale showing an error message?](https://support.activeera.com/en-US/why-is-my-bathroom-scale-showing-an-error-message-431145.md): You may see the below error messages on your Body Scales. Please try troubleshooting the below and your scales should work as normal. If you continue to see the error message, please get in touch through our Contact Form.
- [How do I switch measurements on the Bathroom Scale?](https://support.activeera.com/en-US/how-do-i-switch-measurements-on-the-bathroom-scale-431144.md): Our Scales measure weight in Kilograms (kg), Pounds (lb) and Stone (st). To change the measurements, simply press the button on the underside of the Scales to switch between them.
- [Is it possible delete certain records from my Smart Bathroom Scales?](https://support.activeera.com/en-US/is-it-possible-delete-certain-records-from-my-smart-bathroom-scales-431148.md): You are able to remove specific information from your account. Here the steps:. To delete a user account:. Please be aware, you cannot delete the primary user.
- [Why is my Scale reading inaccurate?](https://support.activeera.com/en-US/why-is-my-scale-reading-inaccurate-431146.md): Inaccuracies can happen if for various reasons. To make sure that your Scale is being used correctly please check the below. If your Scale reading is still inaccurate, please contact our Customer Care Team here.
- [I'm having trouble connecting my Bathroom Scales to the mobile app](https://support.activeera.com/en-US/im-having-trouble-connecting-my-bathroom-scales-to-the-mobile-app-431147.md): Please turn your Bluetooth off and then on again. In your phone's settings, under "Bluetooth" and then under "pairable devices", you should see "Active Era Scale. If not, please turn your Bluetooth back off. Delete the Active Era app from your phone
- [I would like to delete a user on my app](https://support.activeera.com/en-US/i-would-like-to-delete-a-user-on-my-app-431150.md): Here the steps to delete a user:. Please be aware, you cannot delete the primary user.
- [How long does it take to inflate?](https://support.activeera.com/en-US/how-long-does-it-take-to-inflate-431258.md): The inflation of your Paddle Board should take roughly 10-15 minutes. Use the pump until you reach the required pressure, which is 7.5 - 15PSI (0.5-1bar). Please make sure to not exceed the maximum recommended pressure.
- [Does my Inflatable Paddle Board come with a storage bag?](https://support.activeera.com/en-US/does-my-inflatable-paddle-board-come-with-a-storage-bag-431259.md): This Paddle Board includes a backpack that you can use for storage and easy transportation, once the Paddle Board has been deflated.
- [What is the maximum rider weight?](https://support.activeera.com/en-US/what-is-the-maximum-rider-weight-431260.md): This Paddle Board is suitable for one adult, with a weight range of 45KG-100KG.
- [My Paddle Board has arrived with slanted fins, is it faulty?](https://support.activeera.com/en-US/my-paddle-board-has-arrived-with-slanted-fins-is-it-faulty-431193.md): Do not worry, this is completely normal and can be easily fixed!. When we pack your order, we roll the Paddle Board in on itself, and due to the nature of the plastic of the fins, they can sometimes get bent. To fix this, try bend the fins back to th
- [My Paddle Board's valve is leaking air, how can I fix this?](https://support.activeera.com/en-US/my-paddle-boards-valve-is-leaking-air-how-can-i-fix-this-431194.md): Please deflate the board completely and lay it flat. With one hand hold the valve from underneath the board, insert the valve tightening key and twist clockwise until fully tightened and secure. If the valve continues to leak after this, please conta
- [Does my Tent come with a storage bag?](https://support.activeera.com/en-US/does-my-tent-come-with-a-storage-bag-431265.md): Each of our tents comes with a storage bag, making it convenient for you to transport and store them easily.
- [Is my Tent water resistant?](https://support.activeera.com/en-US/is-my-tent-water-resistant-431261.md): The 4 People Easy Set-Up Camping Tent and Large 2 Person Pop-Up Tent are both designed to be waterproof. Our Beach Tents aren't waterproof, as they're primarily serve for sun protection rather than a tent intended for sleeping. Please note, that no
- [How much protection from the sun do the Tents provide?](https://support.activeera.com/en-US/how-much-protection-from-the-sun-do-the-tents-provide-431268.md): All our Tents feature an exceptional UPF rating of 50+ to offer excellent sun protection. These Tents have been designed to maximize shelter, ensuring that they keep you thoroughly shielded from the sun.
- [How do I fold up and pack away my Pop-Up Tent?](https://support.activeera.com/en-US/how-do-i-fold-up-and-pack-away-my-pop-up-tent-431192.md): Please find below a tutorial video on how to fold up and pack your Pop-Up Tent:
- [How do I fold up and pack away my 4 Person Beach Tent?](https://support.activeera.com/en-US/how-do-i-fold-up-and-pack-away-my-4-person-beach-tent-431184.md): Please find below a tutorial video on how to fold up and pack your 4 Person Beach Tent:
- [How do I fold up and pack away my 2 Person Beach Tent](https://support.activeera.com/en-US/how-do-i-fold-up-and-pack-away-my-2-person-beach-tent-431152.md): Please find below a tutorial video on how to fold up and pack your 2 Person Beach Tent:
- [What's the difference between a Mummy and Envelope sleeping bag?](https://support.activeera.com/en-US/whats-the-difference-between-a-mummy-and-envelope-sleeping-bag-431269.md): A Mummy Sleeping Bag is equipped with a drawstring hood to provide warmth and protection for your head and face during sleep, whilst the Envelope Sleeping Bag covers only your body. The choice between a Mummy and Envelope Sleeping Bag depends on your
- [Can I put my Sleeping Bag in the washing machine?](https://support.activeera.com/en-US/can-i-put-my-sleeping-bag-in-the-washing-machine-431271.md): Our Sleeping Bags are not machine washable, they'll should be hand washed with cool water.
- [Can the Sleeping Bags be zipped together?](https://support.activeera.com/en-US/can-the-sleeping-bags-be-zipped-together-431273.md): We don't recommend zipping our Sleeping Bags together, as this isn't their intended use, and it may damage the zip.
- [Does my Sleeping Bag come with a storage bag?](https://support.activeera.com/en-US/does-my-sleeping-bag-come-with-a-storage-bag-431275.md): All of our Sleeping Bags and Sleeping Mats include a storage bag, making it easy for you to store and travel with them.
- [How do I assemble the Chair?](https://support.activeera.com/en-US/how-do-i-assemble-the-chair-431280.md): The aluminium frame has been designed with an internal shock-cord system, so each each pole slots quickly into its bracket, for a simple and efficient set-up. More detailed instructions can also be found in the instruction manual.