Here are our most common frequently asked questions. If your question is not listed here or in any of our pages listed in the ‘About’ section, feel free to drop us a line through our contact form.
Since we are using a natural resource—bamboo—some sticks may be more brittle than others. However, we use a high-quality production process with plenty of checks and balances, so the instance of the filter breaking is very rare. In the event it does happen, they still work just as well so long as it has not been longer than three months since you first started using the charcoal water filter.

This means that you have not cleaned the charcoal filter thoroughly enough, most likely on the inside as recommended by our instructions. Please go ahead and use a brush or a sponge to clean the outside of the charcoal filter and use the custom bottle brush (that comes free with the Natural Filters Starter Kit) to clean the inside of each charcoal filter before returning it to your water jug or bottle.

Each time you boil your charcoal filter to ‘reset’ it by emptying the pores for use again every two weeks, the filter becomes weaker and more brittle. From our internal testing we have found that by the 3 month mark our filters begin to crumble and leave more and more residue in your water, which is not ideal. Therefore we recommend sending it to your garden for it’s second life and starting again with a new filter.

We understand that not everyone has access to a garden, especially those of you who live in apartments. Therefore you can give it to a friend with a garden or use it to minimise mould or odours in places like your pantry or wardrobe. Just make sure to completely dry your charcoal filter in the sun before using it for these other purposes. Dry your filter in the sun if it begins to look ‘tired’ collecting all those smells and mould for you.

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