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Shipping Policy

 

Aqualeu ("we" and "us") is the operator of (https://www.aqualeu.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

 

Average Delivery Times

USA:  13 Days
Canada: 12 Days*
UK:  12 Days
AU & NZ: 10 Days
Europe: 11 Days
Scandinavia: 19 Days

The delivery times indicated is an average based on actual deliveries in the past 90 days, and not a guarantee, However, most orders will arrive earlier than indicated.

* On 2 December 2020, Canada post notified it's shipping partners that parcels will be subject to a 3-5 day delay at customs, and an additional 7-12 day delay due to large volumes. If you are a Canadian customer, and experiencing this delay, please get in touch at info@aqualeu.com and we will share the official notice.

 

Processing Time

Orders are usually dispatched within 48 hours of payment. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

 

Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched, please let us know as soon as possible.

 

Covid-19 Impact On Deliveries

We’re doing our best to ship orders as normal, and have adopted enhanced health protocols. Unfortunately some orders may be subject to a delays due to the impact of covid-19 on global logistics. We will work directly with you and the local courier to ensure that the your order arrives. We do not accept any returns or refunds due to delivery delays at this time.

 

Orders Intended As Christmas or Birthday Gifts

We cannot guarantee that orders placed for specific occasions will arrive in time. Please consider the average delivery times mentioned above, and account for possible delays. As a result, we do not accept any returns for this reason.

 

Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. Please note that in some cases shipping information can get frozen, or delayed by several days.

 

Cancellations

If you change your mind before you have received your order, we are only able to accept cancellations for a full refund before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

 

Process For Parcel Damaged In-Transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim. We may require photo or video evidence to assist in expediting the process.

 

Undelivered Order Or Deliveries Returned To Sender

In rare instances such as incorrect or incomplete address, or if the courier is unable to contact you at the time of delivery, your order will be returned to our couriers local warehouse. In this case, please reach out to our customer support team, and they will provide you with the local tracking number and contact details to arrange for a new delivery directly with the courier.

It is the customers responsibility to provide the full and correct address, and we cannot accept responsibility for delays caused by incomplete delivery addresses, but we will do our best to work with you to resolve the matter.

 

Process For Parcel Lost In-Transit

In the extremely rare case that this happens, we will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost. We may require a certificate from the carrier, and request that you contact the courier directly.