• FREE Tracked UK Delivery Over £30

Delivery & Returns

Delivery & Returns 

 

Thank you for shopping with us, as a small family business orders are despatched on Working Days only, not including Saturday, Sunday or UK public holidays as we like to spend some time with our family and friends!

Orders received after 2pm on a Working Day will not be despatched until the following day. If you have urgent or any other special delivery requirements, please contact us at customerservices@aqualiving.co.uk and we will do our best to meet your delivery requirements.           

UK Deliveries:

If your order is accepted and your shipping address is in the United Kingdom we will dispatch it via Hermes 3-4 day service. The charge for this delivery is £3.00.  Free shipping is available on orders over £30.  A shipment tracking number will be provided when the order is shipped.

The charge for our premium next day delivery service is £5.99.  Free on orders over £75.  Orders will be shipped via DHL.  A shipment tracking number will be provided when the order is shipped.  Next day delivery is only available to mainland UK addresses.  Islands, Highlands including Northern Ireland will be sent on a 48Hr service.

UK - Hermes

 

3-4 Day service
Mainland UK (Excludes Highlands and Islands) Free on orders over £30 £3.00

UK - UK Mail

 
Next Working Day   

Mainland UK (Free on orders over £75)

£5.99

 

UK Islands – Guernsey, Jersey, Northern Ireland , Scottish Highlands and Islands, Isle of Man, Isle of Wight, Scilly Isles (up to 20Kg)

£14.99
Oversized parcels up to 20Kg (SUP’s, Towables, bulk orders) £14.99

 

We ship to certain European countries using DHL International service. The charge for this service is £24.99 and you are responsible for calculating and paying all applicable local import duties and taxes. Delivery is estimated to be within 5 to 6 working days after the order is placed.

European Deliveries:

Europe – UK Mail / DHL

 

4-6 Working Days <30kg

 

Zone 1 European Countries:

Austria, Belgium, Croatia, Czech Republic, Denmark, Finland, France, France (Corsica) Germany, Hungary, Ireland, Italy, Italy San Marino, Luxembourg, Monaco, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland. 

£24.99

Zone 2 European Countries:

Andorra, Herzegovina, Bulgaria, Estonia, Gibraltar, Greece, Sardinia, Sicily, Latvia, Lithuania, Norway, Romania.

£49.99

 

The charge for the service to Zone 2 European countries is £49.99. You are responsible for calculating and paying all applicable local import duties and taxes. 

Delivery is estimated to be within 4 to 6 working days after the order is placed. 

The Zone 1 European countries we ship to are: Austria, Belgium, Croatia, Czech Republic, Denmark, Finland, France, France (Corsica) Germany, Hungary, Ireland, Italy, Italy San Marino, Luxembourg, Monaco, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland. 

The Zone 2 European countries we ship to are: Andorra, Balearics, Herzegovina, Bulgaria, Estonia, Gibraltar, Greece, Sardinia, Sicily, Latvia, Lithuania, Norway, Romania.

We are able to ship to other European countries not listed.  A delivery cost for these other countries is available upon request and you are responsible for calculating and paying all applicable local import duties and taxes. Please contact us at customerservices@aqualiving.co.uk for shipping costs and we will do our best to help with a delivery.

 

Rest of World Deliveries:

Rest of World (Non-Europe) – Parcelforce Worldwide

 

10-15 Working Days <15kg

 

Rest of World (Non-European) Delivery <5kg

0.0 kg – 5.0 kg

United States, Canada, Hong Kong, Japan, Australia and New Zealand. 

£99.99

Rest of World (Non-European) Delivery 5-15kg

5.0 kg – 15.0 kg

United States, Canada, Hong Kong, Japan, Australia and New Zealand. 

£199.99

 

 

 

  

We also ship to the United States, Canada, Hong Kong, Japan, Australia and New Zealand.  You are responsible for calculating and paying all applicable local import duties and taxes. Delivery is estimated to take up to 10-15 working days after the order is placed. Rest of World deliveries over 15kg deliveries shipping costs are on request.

Shipping to an international address in a country not listed may be available upon request. Please contact us at customerservices@aqualiving.co.uk  for more information.

We are registered for VAT number 289 6866 18, so where applicable, all our prices include VAT. If you order items for delivery outside the United Kingdom you are responsible for the calculation and payment of all local taxes and duties relating to your order.

All quoted delivery times are based on “Working business days”, which excludes bank holidays and weekends. Orders placed after 2pm Friday, over the weekend or on a bank holiday will be sent out the next working business day.

Standard items sent within Europe will be sent via DHL road service. Standard items due for delivery to non European countries will be shipped via Parcelforce Worldwide delivery service.

We are not liable for any loss you incur as a result of your order arriving earlier or later than the estimated delivery date we gave you.

 

Returns Policy

Your right to cancel your order

Under the Consumer Contracts Regulations you have a right to cancel your order, without giving a reason, by written notice to us and receive a refund. This right to cancel comes to an end 14 days from the day after the day on which you receive the last of the items included in your order.

You may normally cancel your order (once accepted by us) for any reason up to the point of despatch. If you do cancel the contract within this time any payments made by you will be refunded in full within 30 days.

To exercise this right to cancel you must notify us, within 14 days of your Order Despatch Email, in writing either by email to customerservices@aqualiving.co.uk or by letter to Aqua Living Limited, Metro House, Northgate, Chichester, PO19 1BE, United Kingdom.

 

Terms and Conditions

If you are not entirely satisfied with the products that you have chosen you may return them to us within 30 days of receipt. We will be happy to provide an exchange or refund, providing the item(s) are returned in perfect condition, undamaged and unused, and where possible in the original packaging with all labels/tags attached.

Please print and complete the returns form https://aqualiving.co.uk/pages/returns-form clearly indicating the reason for return and whether you require a refund or exchange.

Please send the item in its original packaging and return your parcel to us. We advise all customers to keep their proof of postage and send returns via a track able service as we cannot accept responsibility for parcels lost in transit and that are not confirmed received at our office address.

We are only able to receive returns through the postal service, and do not offer a drop off service. We will endeavor to process your exchange or refund request within 5 working days, in peak times this may however be longer.

We will refund the person who originally placed and paid for the order. It can take up to 14 days from us receiving the returned items to you receiving your refund. Refunds are always processed net of postage therefore we will not refund the cost of postage for refunded or exchanged items.

Guarantees

Where possible the products we stock all come with a unique guarantee. If you have any concerns or quality issues, please include your Guarantee Code and proof of purchase and contact our dedicated Customer Services Team on 01243 91 55 11 or by email customerservices@aqualiving.co.uk

 

Returns Address:

Aqua Living Limited

Returns Dept

Metro House

Chichester

PO19 1BE

United Kingdom

 

Chatham Marine Returns Only

The information provided applies to Chatham Marine Footwear returns only.

FREE COLLECT PLUS RETURNS FOR CHATHAM MARINE FOOTWEAR (WITHIN 28 DAYS)

If you are not entirely satisfied with the products that you have chosen you may return them within 28 days of receipt. We will be happy to provide an exchange if available or refund, providing the items are returned in perfect condition and where possible in their original packaging with all tags attached.

 

Please print off and complete a returns form available to print off from the Returns page https://aqualiving.co.uk/pages/returns-form 

 

Please clearly indicate whether you require a refund or exchange.   If you require a different size, please state what size you require.  The returns process will be delayed if this information is not clearly stated.

Please include the Returns Form paperwork with your product/s return.

Please reseal the item in its original packaging, attach the returns label to the box and return your parcel direct to Chatham Marine using the Collect Plus service.  Click here to enter details into Collect Plus for your return:

https://www.collectplus.co.uk/chathammarine

You can also locate your nearest drop off Collect Plus location.

Please send an email to Customerservices@aqualiving.co.uk to confirm the return.

We advise all customers to keep the proof of postage. We cannot accept responsibility for parcels lost in transit.  All refunds will be issued to the same payment method as the original order and may take up to 14 days to complete. Refunds are always processed net of postage.

 

Products that cannot be returned

Most items can be returned for a refund or exchange but we cannot offer refunds or exchanges, unless faulty, on the following items:

  • Products which have been personalised for you, such as gifts or jewellery
  • Swimwear
  • Delivery charges will not be refunded unless the goods are faulty.
  • Skin care and candles cannot be returned once opened.

Faulty Items

If in the unlikely event that your item is faulty, please contact our dedicated Customer Services Team on 01243 91 55 11 or alternatively by email customerservices@aqualiving.co.uk . Please return the item clearly stating the fault and include proof of purchase. We will endeavour to replace your item but if unable to, we may offer an alternative or a refund if the item is found to be faulty.

We will notify you via a Returns Confirmation email of your return/exchange/replacement once we have received and processed your item(s).

If you have any questions concerning your product return that is not covered by the above information then please contact us 01243 91 55 11 or by email customerservices@aqualiving.co.uk