Frequently Asked Questions


CUSTOMER ACCOUNT

How can I log into my customer account?

What should I do if I have forgotten my password?

How can I update my personal information? 

How can I unsubscribe from the newsletter?

ORDERS

Do I require a customer account to place an order?

How can I place an order? 

Where can I find my orders and purchases? 

How do I know if an order is confirmed? 

How can I track the delivery of my orders? 

The item I want is no longer in stock. When will it be available?

DELIVERY


What are the delivery times and charges?

Which carrier will deliver my order? 

Can I use a delivery address that is different to my billing address?

Will I be notified when my order has been shipped?

What type of notification will I receive once my package has arrived? (SMS, email, phone call...)

What happens if I cannot collect my package?

My order is faulty, what should I do?

My order is incomplete, what should I do?

PAYMENT METHODS

How can I pay? 

How long after my payment will the amount be debited? 

How can I use my promotional code? 

What happens if my payment is not accepted? 

What is 3D Secure? 

RETURNS


How can I return my item? 

How can I track my return? 

Which carrier will handle my return? 

Do I have to cover the costs of my return? 

How will I know that the Aqualung After-sales Service has safely received my item? 

REFUNDS


When will I receive my refund? 

How does a refund with PayPal work? 

Can I get a refund to a different method of payment to that used when paying for my order?

How does my refund work if I used a promotional code when paying for my order? 

SIZE CHART

Where can I find the size guide?

LOCATION OF PARTNER DEALERS

How can I find a list of the certified Aqualung dealers closest to me?