Customer Service : Aqua by Aqua

Why do I need to register to shop?: Creating an account with us means you can shop faster and keep track of your orders and returns.
I’ve forgotten my password and can’t log in.: Please click here and we’ll send you a password reminder.
What payment methods do you accept?: You can pay for your order using Switch/Maestro, Visa, Visa Electron and MasterCard.
Can I cancel my order?: If you’ve changed your mind, please call customer services as soon as possible – we are unable to cancel orders that have already been processed.
Can I change my order once it has been placed?: We are unable to alter orders that have already been made. This includes altering or adding items or changing the delivery method.
Why has my order been cancelled?: Your items may be out of stock. Please click here to contact our customer services team.
Can I order from overseas?: We ship to overseas destinations at a flat rate of £15, which takes 3-5 days. Unfortunately due to courier restrictions we are currently unable to ship to Russia.
What is your exchange rate for overseas orders?: All currencies are based on the current exchange rate – select your country to see items displayed in your local currency.
The item I want isn’t available online. Will it be re-stocked?: We don’t re-stock our collections once they’ve sold out, and are unable to manufacture one-off garments.
When will my order be processed?: We aim to process all orders received before 1pm on the same day, and orders placed after 1pm will be processed the following working day. All our orders are also subject to fraud checks. If there is a chance your order will be delayed as a result of this, we will contact you.
The item I want is out of stock online, how can I order it?: Please contact our stores – if we have the item you are looking for in-store we will process a telephone sale.
What is Preorder?: Selected items from our new collection can be bought in advance - pay now and we'll ship them to you as soon as the stock arrives. We'll also email you to let you know when your order is on its way.
Do you have a size guide?: On the product page, you will see a link that says Side Guide.

Which couriers do you use for your deliveries?

Our UK orders are shipped using CityLink, and international orders are shipped with Fedex.

How long will my order take to arrive?

—Standard Delivery - £3.50. Deliveried within 2-3 working days.
—Next Day Delivery - £4.95. Delivered next working day if ordered before 1pm.
—Saturday Delivery - £9.95. Delivered on Saturday if ordered before 1pm on Friday, please note that this service is unavailable in certain locations within the UK.
—Express International Delivery - £14.95.
Delivery time will depend on location.

We don't deliver on Sundays or bank holidays.
Also, please note that during sale periods order processing may take slightly longer.

How can I contact your couriers?

City Link Customer Services (UK) – 08444 930 932
Fedex (International) – 08456 07 08 09

How do I track my order?

When your order is shipped you will receive a tracking link via email – this can be used to check the progress of your order.

Do I need to sign for my delivery?

For security reasons all orders must be signed for. Our couriers are unable to leave parcels without a signature. We therefore recommend that you have your order delivered to your workplace.

Can I change the delivery address for my order?

Unfortunately we are unable to amend delivery addresses for orders that have already been placed.

My order hasn’t arrived.

Please contact our customer services team by clicking here.
Also, please note that lost or undelivered parcels must be reported to us within three weeks of the order date. Any claims made after this point cannot be reimbursed.
Deliveries can be delayed or temporarily cancelled during periods of adverse weather. Aqua will endeavour to deliver your parcel on time, but unfortunately such circumstances are outwith our control.

What happens if there are customs charges?

Please note that international orders may be subject to customs and duty taxes about arrival. Aqua is not liable for any such payments.

What is your Returns policy for online orders?: We are happy to offer a refund or exchange on all items bought online within 14 days of receipt. Please ensure that a returns slip and order number is included in the parcel – failure to do so may result in the refund process being delayed. All goods must be sent back in their original condition, along with the original tags and packaging. Items will be inspected upon return, and will be returned to sender if they are not in their original saleable condition.
How do I return an item to you by post?: Please post your returns back to our website office:

Aquabyaqua.com
Unit 4 & 5
Kirkstall Industrial Park
Leeds
LS4 2AZ
Can I return an item I bought online to one of your stores?: Unfortunately we are unable to accept returns in-store. Please post it back to the returns address on your invoice.
I returned my order, how long will my refund take?: We aim to process all refunds within 5 working days of receipt. You will also receive an email confirmation.
I am an international customer - how do I return my order?: Please return your items to the above address using recorded delivery. Please ensure than any customs forms are filled out correctly and the parcel is clearly marked as containing returned goods. Failure to do so may result in customs charges being applied and a delay in the refund being processed.
Why haven’t my shipping costs been refunded?: We only refund shipping costs if there has been an error with the order or your purchase was faulty.
Have you received my returned goods?: We recommend that returns are sent by recorded delivery. These can therefore be tracked online. You will also receive an email confirmation when the refund has been processed.
My item is faulty – what can I do?: Goods are classified as faulty if they are received in a damaged condition, or if a manufacturing fault occurs within six months of purchase. Please note that if items are damaged as a result of wear and tear or failure to correctly follow care instructions, they are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund only if the item cannot be repaired or replaced. If you have received a faulty time, please contact our customer services team immediately so we can resolve this as quickly as possible.

How do Aqua gift vouchers work?: Aqua gift vouchers are available in denominations of £50, £20 and £10. These are redeemable both in-store and online. Each voucher has a unique code that needs to be entered online at checkout to be validated.
Vouchers are posted out in paper format using Royal Mail recorded delivery. Please note that these are not E-vouchers only and therefore will not arrive via email.
How long are Gift Vouchers valid for?: All gift vouchers are valid for one year from date of purchase.

Male /

Female /

Extras

HELP