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.  

* Gift cards 

* Some health and personal care items

 

To complete your return, we require a receipt or proof of purchase. There are certain situations where refunds are not granted: 

* 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 3-7 working days. Please be patient, we are a small team so we aim to do things as fast as possible but sometimes delays may occur. If you want to know the status of your refund please don’t hesitate to contact info@aqua-rock.com.

*You will only receive a refund for the product not for the shipping cost of the order.

 

Shipping Returns

Please package up the parcel in its original packaging as safely as possible to avoid any damages in transit.

Sadly we do not offer free returns so you will need to pay for the return yourself. Make sure the return is sent tracked or special delivery covered up to the total cost of the order. If you do not do this and the return goes missing we will not be able to issue you a refund. This also applies if the product is damaged in transit back to us. 

 

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, please send us an email at info@aqua-rock.com

Return Address

97B Fort Street

Dundee

DD5 1DY

Scotland

UK