FAQs

Customer Service

Monday - Friday

9AM - 5PM 

info@aqua-rock.com

+44 (0) 333 772 1255

 

Shipping 

We aim to ship all orders as soon as possible.

UK Shipping - Free for all orders

Subject to stock availability most orders are dispatched in 3-5 working days. However please allow up to 10-14 working days while we are dealing with the Covid 19 crisis. If you want to know the whereabouts of your order please feel free to email us on info@aqua-rock.com.

European Shipping - £5.99

European delivery time is 15-21 working days.

Rest of the World Shipping - £16.00

Rest of the world delivery time is 15-30 working days.

*Please note customs charges are not included

 

Returns Policy

 

Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
 
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
 
Additional non-returnable items: 
* Gift cards 
* Some health and personal care items
 
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.  
* Any item that is returned more than 60 days after delivery 
 
Refunds (if applicable)  
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.  
 
Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.  
 
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@aqua-rock.com .
 
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
 
Exchanges (if applicable)  
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at
customerservice@aqua-rock.com and send your item to: 
97B Fort Street
Dundee
DD5 1DY
Scotland
UK