This is a direct message from Meg from KeepCup.
Thanks for taking the time to get in touch, and I’m sorry to hear one of your customers is having leaking issues with their Thermal KeepCup.
I’m most happy to arrange a replacement lid to be sent if there is a manufacturing fault causing the leak. I do have a couple of questions and solutions I wouldn’t mind exploring before a replacement if we could.
Do you know if the KeepCup has always leaked? Or has the leaking developed over time?
We have a newer style of envelop lid, which were developed mid last year. I would assume that your customer would have one of these newer lids. If the leaking has developed over time, I would appreciate if they could give this method a go first. This is the template that we use in our customer service team, which you are most welcome to use yourself with any future enquiries (as well as this one):
“The type of lid on your KeepCup is our newest style of the lid and has been designed with flexibility and machine cleaning in mind.
The lids have plastic memory and will loosen with a bit of use, but they’ll snap back to their tight fit once they’ve been run through a dishwasher (on the top shelf).
If you don't have access to a dishwasher, you can submerge the lid in a bowl of boiling water and let the water cool overnight - it should have the same results.
If you still notice a leak, please let us know.”
This should resolve most issues in the Thermal and Brew ranges, so fingers crossed it works for your customer. If not, or if the lid has always leaked, please let me know and I can arrange a tighter fitting lid for them.
We do apologise for any inconvenience caused by this.
Any further questions for me, please let me know ?