Frequently Asked Questions – Air Care Direct

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Frequently Asked Questions


How do I know that my online order has been received?

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We will send you an email to confirm the details as soon as you’ve placed your order. If you can’t find the email, check your Spam folder as it might be caught there by accident.

We also recommend that you keep a note of the order number that appears on your screen once you’ve completed the purchase, in case you have any questions later.

If you have any further concerns or queries on your order, please contact us.

Can I place an order if I don’t have a customer account?

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Although having a customer account offers a fast checkout experience, you don’t necessarily need one to place an order on our website.

You can check out as a guest user but you will not be able to access such information as order history or current order status that is only available to account holders.

How can I apply a discount code?

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Air Care Direct currently only uses PayPal to process payments. Once you have confirmed your PayPal details, you'll be able to use a promo code before confirming payment.

Can I cancel or change my order after I’ve placed it?

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Please contact us as soon as possible and we will work to amend or cancel your order as required. Orders placed before 1PM will be shipped the same day, so your order may already have left.

In that case, we will work to arrange a cancellation with UPS, or organise a collection from your address.


Where is my order?

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You will have received a tracking number when your order was processed by our warehouse, which can be used on the UPS website to track the delivery.

If you haven't received your tracking number, or have any other queries, please contact us.

How long will it take to receive my order?

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Please allow 2 working days for deliveries. Orders placed over the weekend and on public holidays will be processed on the next available working day.

COVID-19 Update: We are experiencing a higher level of orders than usual. Whilst we aim to get your order to you as soon as possible, during this unprecedented times, there is a small chance that a minority of orders may arrive a day later than expected. We thank you for your understanding.

Which courier does Air Care Direct use?

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We use UPS to safely deliver your unit to you. UPS provide exceptionally safe handling for our products, which must be kept upright at all times.

The tracker says it's been delivered, but it hasn't?

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Please check to see if the order has been left in a pre-defined safe place.

Otherwise, please first contact UPS to find out the updated status of the delivery. Then, contact us if the courier has been unable to help, and we will be happy to resolve the issue.

Which regions do you currently deliver to?

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We offer free next-day delivery to the UK mainland.

Extended postcodes will take 2-3 working days for delivery.

We do not currently offer delivery to the Republic of Ireland or mainland Europe

Technical: Air Conditioners

How do I know what size air conditioner I need?

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Selecting the right portable air conditioner is essential. A portable air conditioner that’s too big will be a poor investment, one that’s too small will struggle to cool your room.

The capacity of an air conditioner to cool is measured in BTUs or kWh (kilo Watt hours). Bigger rooms need a portable air conditioner with a greater BTU rating. As a general rule, look at these room sizes:

18 metres square 4.24 x 4.24 metres (approx. 14 feet x 14 feet) - you’ll need an air conditioner with a rating of at least 7,000 BTUs to cool this room on a very warm summer day. 

24 metres square (approx. 16 feet x 16 feet) or approx. 4.9 metres x 4.9 metres - you’ll need an air conditioner with a rating of 9,000 BTUs to cool this room on a very warm summer day.

36 metres square (approx. 20 feet x 20 feet) or approximately 6 metres x 6 metres - you’ll need an air conditioner with a rating of 12,000 BTUs to cool this room on a very warm summer day.


You will need to increase the capacity of the air conditioner you buy if:

- The room gets very hot, e.g. a conservatory.

- Lots of people use the room at once e.g. a busy office

- You have multiple computer or heat generating equipment, e.g. a server room, offices

- You have very high ceilings

Why doesn’t my remote work?

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If your remote isn’t working properly or not working at all, there are a few steps you can follow. First, make sure you are no more than 5 meters away from the air conditioning unit and there are no obstacles between the remote control and the receiver. Also, check that the batteries don’t need replacing. If it’s still not working, try to unplug your unit’s power cable from the wall, wait at least ten seconds, and then plug it back in.

Can I extend the exhaust hose?

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We do not recommend extending the exhaust hose as this could impair the performance of your air conditioner. Instead, place your appliance nearer a window for venting.

Will my air conditioner cool more than one room at once?

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Portable air conditioners are designed to cool one room at a time. If you want to cool a different room, your unit is on wheels and can be moved smoothly to a new location.

Why isn’t my room cooling down?

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If your room doesn’t cool as you expect, follow these recommendations:

- Make sure your unit is in air conditioning mode and that the exhaust hose is attached.

- Check that the exhaust hose is not blocked, nor that the filters are clogged.

- Never rest objects of any kind on the air conditioner.

- Protect the room from direct exposure to the sun by partially closing curtains and/or blinds to make the appliance much more economical to run.

- Make sure your room does not contain any heat sources or open windows and doors.*

*In general, it is recommended that doors and windows remain closed at all times to get the full benefit from your air conditioner. The only exception is when the appliance is installed through a hole in the wall. In this case, it is recommended that you leave a slight draught through a door or window to guarantee correct ventilation.

What are BTUs and kWh and why are these metrics important?

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BTUs a unit of measurement of the power used by air conditioning units in the UK and the USA, designating British Thermal Units. This is the measure of the amount of heat needed to raise the of temperature of one pound of liquid water by one degree from 60° to 61° Fahrenheit, while maintaining a constant pressure. Another common measurement is kWh (kilo Watt hours) - and the power of all our air conditioners is given in both kWh and BTUs.

The number of BTUs required from an air conditioner should also take into account two key factors:

the size of the room the amount of heat being produced by people and machines within the space (remember to include ceiling heights in your assessments)

Another thing to consider is window size and the direction in which the window faces. The light received into a room is a significant factor in the temperature the room maintains. For example, South-facing conservatories can get very warm and will require a more powerful air conditioner than their area or volume would suggest.

We advise purchasing an air conditioner with a minimum output 8000 BTUs as this is the minimum BTUs required to cool a small room (18sq/m) on a hot day. Medium rooms (24sq/m) need around 9,000 BTUs and larger rooms and office spaces (36sq/m) require at least 10,500 BTUs.

Why doesn’t my Pinguino start as soon as I turn it on?

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Every air conditioning unit contains a safety device which delays operation of the air conditioner while checks are performed. Please wait three minutes and air conditioner will operate as normal once all checks have been performed.

Why can I smell a particular odour in the room when I run my air conditioner?

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If you can smell an odour in the room, that might be because the air purifying filters are clogged. Make sure you clean or replace the filters as soon as possible.

The alarm light came on. What should I do?

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Normally, the alarm light comes on when the tank inside the appliance is full. You should simply empty the tank.

How do I maintain my De’Longhi Pinguino?

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De’Longhi Pinguinos are robust and long-lasting. Here’s how to get the most out of them for years to come:


You can keep the external body of your air conditioner clean with a simple damp cloth. As this is an electrical appliance, please do not wash down and always turn the appliance off and remove the plug from the wall before cleaning. Do not use solvents or cleaning products.

The air filter helps remove harmful pollutants from your home or office and should be washed once a week to maintain hygiene and efficient operation. You can do this by turning off the appliance, unplugging and popping out the filter. Once out, the filter can be vacuumed or washed and rinsed in lukewarm water. Please let the filter dry naturally before returning it to the air conditioner.


If the weather turns colder and you want to store your De’Longhi Pinguino, then first you will need to drain the appliance of any residual water. This takes moments: simply remove the cap and let any water flow out into a bowl. Once completely empty, replace the cap.

It’s a good idea to also clean the filter before you roll your Pinguino in to a cupboard or garage. Please do not store your Pinguino by covering it with a plastic bag.

Technical: Air Purifiers

Why doesn't my air purifier switch on?

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If your air purifier doesn’t switch on, try this:

- Most Blueair models have a detachable plug that can slip out when you move the unit. Place the unit on its side and push the plug back into the socket at the bottom of the unit.

- Make sure that the filter of your air purifier is correctly inserted and that the door of the air purifier is closed.

- Unplug the unit from the electrical outlet and plug it back in again. Plug the unit into another electrical outlet.

- Check the power cord. If it is damaged in any way, unplug it immediately. Contact us to learn about getting a replacement or repair.

- Make sure that you have selected a speed level to start cleaning the air.

- If you are using a remote control, make sure that the battery is charged. If it isn’t, replace the battery.

If your air purifier still doesn't start, please contact us.

Why does my air purifier release an unpleasant smell?

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As with any new device, an air purifier can release a ’newness’ smell. Don't worry, this odour is not dangerous or toxic. Run your air purifier non-stop for a few days (it uses less energy than a low-energy light bulb) and the odour should dissipate.

A dirty filter can also release an unpleasant, dusty smell as it absorbs odours from, for example, cooking. To avoid this, always replace the filter when indicated.

My air purifier makes an unexpected noise. Why?

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- Make sure that you have removed the plastic cover from the filter (not applicable to all models and filters).

- Make sure that nothing blocks the air inlet and outlet.

- Make sure that no object or dust is clogged around the filter. If there is, remove the filter and clean the purifier with a vacuum cleaner.

The airflow of my air purifier is slow. What can I do?

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For some air purifiers, especially the larger models, the airflow might feel a bit weak as the air goes out from several outlets.

- Check that the air inlet is not blocked.

- Check that the plastic cover has been removed from the filter.

- Remove the filter and see if the air flow increases.

- Increase the fan speed and see if the air flow increases.

*If you have a Classic 500/600 series air purifier, then set the fan speed to 1 and place an A4 paper on top of the outlet. If the paper floats, the air purifier works as it should.

Why is night mode not working?

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If the night mode is not working, the time zone settings in your mobile phone might be incorrect. Go to the Settings menu in your phone and set the time zone so that it corresponds to your current location.

Can I clean my filter?

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Blueair filters need to be replaced every 6 months, they cannot be cleaned or washed. Please check your user manual to see replacement indications for your model. 


What is your Returns Policy?

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Please click here for full details of our Returns Policy.

My order is damaged. What do I do?

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Please check your order as soon as you receive it. If any of the items are damaged, please contact our team quoting the following:

- Invoice number

- Date of purchase

- Product code(s)

- Damage to product

We will then arrange a replacement for you.

How long will it take to receive a refund?

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Refunds will be processed via the payment method you used to place your original order within 30 days of our distribution centre receiving the returned items. It may then take up to 10 working days for your card issuer to process the refund, although this period varies greatly between banks and it is not something we can influence.

How do I know you have received my returned items?

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We’ll send you an email as soon as we have completed your return.

Can't find what you're looking for?

We are here to help. If your question hasn’t been answered, feel free to contact our support team here for additional support and advice.

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