Ownership & support

Help for your water system.

Find guidance for everyday use, replacement supplies and installation questions. For help with a specific product, have the model, order details and a description of the issue ready.

Contact CUIVEN Installation guide

Atelier ownership

Review the recipe and the selected function.

The screen keeps temperature, serving size, sparkle, hydrogen, minerals and infusions together. Start by checking which recipe is selected and whether the issue affects every pour or just one setting.

Explore the controls Recipes & serving

Before pouring: Place a suitable glass or bottle beneath the outlet. Review the temperature, volume and ingredients. Hot water has a separate confirmation; Child lock prevents a new pour or rinse.
Changing a recipe: Adjust one setting at a time and review the recipe summary. Check notices after changing temperature, sparkle, hydrogen or infusions, since a change can alter compatible settings.
Keeping a favorite: Use Save recipe after making your changes. Include the serving size and ingredient strengths you want to recall. A new adjustment is not automatically a new saved recipe.
Stopping or rinsing: Stop is available during a pour or rinse. Review the selected recipe before starting again. Use the outlet-rinse control with the dispensing area clear.

Information that helps with an Atelier support request
What you notice	What to review	What to send
A pour will not start	Glass placement, Child lock, the selected recipe and any screen message.	The message exactly as shown, plus a photograph of the screen.
One ingredient is unavailable	The selected ingredient, strength and supply status shown on the screen.	The ingredient name and cartridge identifier.
The serving differs from what you expected	The selected volume, displayed units and whether a pour was stopped.	The recipe settings and the vessel used.
A recipe changed	Temperature, sparkle, hydrogen and infusion selections, including any adjustment notice.	The steps taken before the change and the saved recipe name.
Taste or pour has changed	Whether the change affects plain water, one recipe or every function.	The affected settings, recent supply changes and the system model.

Monolith ownership

Keep the head, mount and cartridge record together.

Include the wall-arm or ceiling installation when requesting help. A photograph of the complete assembly is often more useful than a close-up of the rainfall face alone.

Cartridge access & care Mounting guide

Exterior cleaning: Use a soft cloth for everyday wiping and follow the instructions for the selected finish. Keep abrasive tools away from the rainfall face and engraving.
Cartridge replacement: Identify the cartridge for your model and use its supplied replacement procedure. Keep the working area around the head accessible and use the specified service tool.
A change in spray: Record whether the change is uniform across the face or limited to part of it. Include when it began, any recent cartridge work and photographs of the head.
A leak or movement: Stop using the shower and contact your installer or CUIVEN. Include where the issue occurs and photographs of the head, mount and connection; avoid loosening the assembly to investigate.

Supplies & routine care

Order for the model you own.

Keep the product identification and supply references with your installation record. Cartridge appearance, housing finish and recipe name are not substitutes for the replacement identifier.

Replacement supplies

Include the system model, current supply identifier and the item you need. A clear photograph of the existing label helps identify the replacement.

Supplies information

Warranty questions

Have the order details, product identification, installation date and description of the issue ready. Keep the documents supplied with your purchase.

Warranty information

Delivery or installation

Reference the project or order, installation address and designer or installer involved. Include any change to site access or the project schedule.

Delivery & installation

Returns or order changes

Contact CUIVEN with the order reference and the item or change you want to discuss. Review the terms associated with the order.

Returns & order questions

Request help

Send the details that help identify the issue.

Describe what happened and the result you expected. If photographs are useful, email them with the same model and order reference used in your enquiry.

Send a support enquiry Email CUIVEN

Identify the product: Model name, order reference, product identification and installation date where available.
Describe the symptom: What changes, when it happens, the selected function or recipe, and any message shown on the screen.
Show the installation: A view of the whole unit or mounting assembly, followed by a close-up of the affected area or supply label.
Include useful context: Recent cartridge changes, maintenance or installation work, along with your installer’s details if they are already involved.

Common product questions.

Which Atelier format should I choose?

Choose Built-In for greater clearance beneath the outlet and more room for larger bottles, carafes and pitchers, with the dispenser integrated into cabinetry or a wall opening. Both Built-In editions keep the work surface clear. Choose Countertop for a compact dispensing bay on the counter. Both are plumbed installations with service equipment in a nearby accessible cabinet.

Does Built-In require cutting into a wall?

Built-In fits into a suitable cabinet opening. Plan space for support, utility connections, ventilation and service access. Share your cabinetry layout with CUIVEN to discuss the fit.

Will I need to refill a water container?

Atelier connects to a permanent water supply and drainage, with service equipment in nearby cabinetry. There is no refillable water container to carry to the sink.

What can I personalize?

Choose temperature and serving size, set your sparkle and hydrogen levels, adjust a mineral profile, and combine flavor or functional infusions. Save your complete recipe for the next glass.

Which Atelier models can I select?

Choose Atelier Countertop, Atelier Countertop Signature, Atelier Built-In or Atelier Built-In Signature. The configurator includes your selected format and edition in your project enquiry.

Can I discuss a project in the United States or Canada?

Yes. Include your city and state or province when you contact CUIVEN, along with the collection and installation you have in mind.

What should my installation plan include?

Allow for the product’s position, water supply, drainage, power, ventilation and accessible service equipment. Your designer and installer can join the conversation from the start.

How do I get help with my unit?

Contact CUIVEN with your model, order details, a description of the issue and relevant photographs. Keep the care instructions supplied with your unit to hand.