WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?

Once you have placed an order you will shortly receive a confirmation email. You will also receive an email to notify you that your order has been despatched. Please add orders@aqualuxe.co.uk to your contacts to avoid your confirmation email ending up in your Junk/Spam folder. If you have not received your order confirmation email please contact orders@aqualuxe.co.uk.

WHERE IS MY ORDER?

Once you have placed your order we start straight away preparing for its despatch to get it to you as soon as possible. You will receive an order confirmation email and also upon despatch an email from the courier DPD Local with tracking details. You can track your parcel here: www.dpdlocal-online.co.uk

HOW CAN I PAY?

You can pay safely online using Visa, Mastercard and Maestro. You can also pay via PayPal through the secure check out.

IS IT SAFE TO PAY ONLINE?

Your safe shopping is our priority and you can be assured that shopping with Aqualuxe is secure and safe. We’re a member of “Verified by Visa” and “Secure by MasterCard”, providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

CAN I CANCEL MY ORDER?

As we start processing your order as soon as we receive it we are unable to cancel your order once placed.

DO YOU HAVE A SIZE GUIDE?

Yes we do! Please review our Size Guide.

CAN I EXCHANGE AN ITEM?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please return your item(s) to us following the method below:

  • Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
  • Cover your address label with the Aqualuxe returns label found on the bottom right of your delivery note.
  • Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
  • Keep your certificate of postage safe as you will need this as your proof of return.

WHAT SHOULD I DO IF AN ITEM IN MY ORDER IS INCORRECT OR FAULTY?

We’re sorry to hear this. Please contact us with your order number, product code of the item you were meant to receive. To return an item please follow the steps stated in ‘How do I return an item?’ We’ll aim to resolve this for you ASAP.

WILL YOU BE RESTOCKING OUT OF STOCK STYLES?

We often have limited availability of our designs and we cannot guarantee they will be restocked. You can enter your email for an email notification in the event a desired style is restocked.

DO YOU SHIP OUTSIDE OF THE UK?

We currently only ship to addresses within the UK through our partner courier DPD Local. Please drop us a message to hello@aqualuxe.co.uk with the country you are based and we will certainly look to supply to your country as we expand and grow.

WHAT DELIVERY OPTIONS ARE AVAILABLE?

Standard UK Mainland Courier Delivery (up to three working days) – £3.99

** FREE Standard UK Mainland Courier Delivery (up to three working days) on Orders £50+ **

Next Day Delivery (orders before Midday 12pm BST) – £6.99

Offshore – £4.99
Northern Ireland – 2 – 5 working days delivery
Isle of Wight – 2 – 5 working days delivery
Scottish Islands, Isle of Man, Scilly Isles – 2-5 working days delivery
Scottish Highlands – 2 – 5 working days delivery
Scottish Islands – 2 – 5 day delivery
Scottish Highlands – AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands – HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

 

Orders will be despatched via our courier partner DPD Local or via Royal Mail signed and tracked service.

HOW CAN I TRACK MY DELIVERY?

Your order will be shipped with our courier DPD Local and you will receive an email with your tracking reference. You will also receive an SMS/email with time specific delivery details.  Please amend your delivery as required via the DPD service online with your tracking reference.  You can track your order online here.

Orders shipped outside of UK Mainland will be delivered by Royal Mail signed and tracked service. Please contact us at orders@aqualuxe.co.uk if you require your tracking reference number.

DOES AQUALUXE OFFER SATURDAY DELIVERY?

Unfortunately not at present. Please note: We do not ship at the weekends so any next day order placed after 1pm on a Friday will not be delivered until the following Tuesday.

WHAT HAPPENS IF I AM NOT IN WHEN MY PARCEL IS DELIVERED?

You will receive a card to say there was no one home and delivery will be reattempted the following day.  If you anticipate you will not be in, please amend your delivery as required via the DPD service online with your tracking reference. You will receive an SMS/email to follow the link to amend your delivery. You can also track and change your order online here.

Where possible to avoid missing delivery please arrange delivery to your workplace.

CAN I DELIVER TO A DIFFERENT ADDRESS OTHER THAN MY BILLING ADDRESS?

Yes, you can choose a different delivery address that will need to be entered at the checkout process. If this is a workplace address, always make sure you include the name of the company or organisation in the address field as well as the contact name to ensure your parcel is successfully delivered.

IS MY POSTCODE ELIGIBLE FOR NEXT DAY DELIVERY?

Most mainland UK postcodes are suitable for Next Day delivery.

Unfortunately Next Day delivery is not possible to Offshore addresses including the Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and also the Scottish Highlands and Islands.

Please select ‘Offshore’ posting in the delivery service options.

Offshore

Northern Ireland – 2-5 working days delivery – £14.00
Isle of Wight – 2-5 working days delivery – £14.00
Scottish Islands, Isle of Man, Scilly Isles – 2-5 working days delivery – £14.00
Scottish Highlands – 2-5 working days delivery – £14.00
Scottish Islands – 2-5 day delivery – £14.00
Scottish Highlands – AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands – HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

We unfortunately cannot guarantee Next Day delivery to the following UK Postcodes: AB BN BT CA DD DG FK IV KA KW KY M1 PA PH TD GY HS IM JE SW (15-19) TA TD TR(21-25) W1 WC(1-3) ZE(1-3)

If you are unsure, please contact hello@aqualuxe.co.uk

WHAT IF MY PARCEL DOESN'T ARRIVE?

We’re sorry you haven’t received your order. Please contact us at orders@aqualuxe and we will look into this straight away for you.

WHAT IS THE AQUALUXE RETURNS POLICY?

AQUALUXE RETURNS POLICY

  • Return your order within 14 days of the date shown on the despatch note for a full refund (excluding postage)
  • Once we have received your return, please allow 21 days for the processing of your return
  • We will let you know when we receive your return and also when the refund has been processed
  • We are unable to accept returns that have been marked with makeup, appear to have been worn, washed or missing any labels
  • Swimwear can only be returns if the hygiene seal has not been removed
  • You must obtain proof of purchase to ensure the safe delivery of your parcel

HOW LONG DO I HAVE TO RETURN AN ITEM?

For UK & ROI customers, you can return your order within 14 days of the date shown on the despatch note for a full refund (excluding postage)

HOW MUCH DOES IT COST TO RETURN AN ITEM?

Unfortunately at present we do not offer a free returns service. Should you wish to return your items to Aqualuxe, please complete your returns form that will be included in your parcel. The returns form for UK Customers can be found here. Please ensure your receive proof of postage to ensure we receive it safely to process a refund.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Once we have received your item(s) we aim to process the return without delay. However during busy periods please allow up to 21 days for your refund to be processed.  If you have any queries please contact us. Please ensure you have your proof of postage from the return courier to hand.

HOW CAN I TRACK THE STATUS OF MY RETURN?

As soon as your return has been received by our team we will notify you by email. You will then also receive an email notification to say your refund has been processed. Please note, depending on the card issuer, it can take 3-5 working days for the payment to show in your account.

DOES AQUALUXE REFUND THE DELIVERY CHARGE?

We will only refund the postage charge if you have cancelled your contract with us in accordance with the Distance Selling regulations. Please see our Terms & Conditions for more information on your cancellation rights.

THE CONSUMER CONTRACTS REGULATIONS

If you are a customer in the EEA, you have 14 days to cancel your contract with us. This two-week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You will need to write to us with notice of your cancellation.

You can cancel your contract with us using these methods:

Email us: orders@aqualuxe.co.uk

Write to us via post: Aqualuxe Limited, Suite 8, 31 Hyde Gardens, Eastbourne, East Sussex, BN21 4PX

WHAT SHOULD I DO IF I'VE FORGOTTEN MY PASSWORD?

Don’t worry if you’ve forgotten your password! Simply click the ‘Forgot your password?’ link underneath ‘My Account’ and follow the instructions. Please don’t hesitate to contact us here if you continue to experience problems.

HOW DO I CHANGE MY EMAIL ADDRESS?

It’s super simple! Just log into your account using your old email address and click on ‘edit email address/password’ under My Info Once these changes have been made, hit continue and your changes will be saved!

HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?

Just hit ‘Unsubscribe’ button at the bottom of the email newsletter.

HOW CAN I CONTACT YOU?

Please visit our contact us page for details of how to get in touch.

I HAVE A PROMOTIONAL CODE - HOW DO I USE IT?

Simply enter your promotional code into the ‘Have a discount? Click here to enter your code’ box at checkout and hit ‘Apply Discount’. If the code is valid your discount will be applied! For delivery codes, enter the code and select the applicable delivery method before continuing. Remember- only one promotional / discount code can be used per order. Please note that all site wide discounts exclude red priced items and beauty lines unless otherwise stated.

DO YOU OFFER STUDENT DISCOUNT?

Unfortunately at present we do not offer student discount.

SOCIAL COMPETITIONS TERMS & CONDITIONS

Below are our Terms & Conditions for Aqualuxe social competitions.

1 of 1 Social Media Competition.

@AQUALUXELDN ON INSTAGRAM

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