Frequently Asked Questions

You can log in to your account by cliking on the “log in” button at the top right of the banner. You must then enter your email adress wich is used as you login and your password.

Click on the “Login” button in the banner at the top. You can then click on “Forgotten password” underneath “Password”. Enter the email address you used as an ID and you will receive a link to this address allowing you to reset your password. 

1) Log into your customer account

2) To the right of the banner at the top, run the cursor over your name. In the drop-down menu, click on "My Account"

3) In the "Profile" section, click on "Edit", located in the right corner. You can now update all of your personal information

4) Click on the “Save” button to confirm

If an item is no longer in stock, you can click on the "Email me when it’s back in stock" button located underneath "Size" and "Quantity", to the right of the product images. You then enter your email address and you will be notified when the product becomes available again. 

In the newsletter email, scroll right to the bottom of the email and then click on "Unsubscribe". 

You don't need to register anymore, just keep the invoice.

No, you can place an order without creating a customer account. 

1) Select the product of your choice.

2) Click on the "Add to bag" button to the right of the product images

3) Go to "Basket" located in the right-hand corner of the banner at the top, and click on “Payment”

4) Select your delivery method and click on the “Next: Payment” button

5) Run through the payment process by filling in your information and clicking on the “Next: Order review” button

6) Then accept the “Aqualung General Terms and Conditions of Sale” and click on the “Place order” button

7) Your order is now confirmed and a summary of your order is displayed.

8) You will receive an order confirmation email and you can find your order in the “My Order” section

1) Log into your customer account

2) To the right of the top banner, run the cursor over your name. In the drop-down menu, click on "My Orders"

3) You can now see your entire order and purchase history

After clicking on the "Place order” button, you are redirected to our website’s home page. You will receive an order confirmation email to the email address you used as your ID.

You can also find your order in the "My orders" section located in the drop-down menu that appears when you run the cursor over your name.

You can track the delivery of your orders directly from the "My Orders" section of your customer area. Click on the delivery tracking number to directly access the website of the selected carrier, and access all of the information concerning your order. 

You will also receive an email from Aqualung with a link to track your order, which will take you directly to the carrier’s website, from where you can access all of the necessary information. The carrier will keep you informed via email of each step in the delivery process.

Spare parts can only be ordered through our dealer network. We recommend that you contact our partners directly. You can find them, if necessary, by using the "partner dealers" section.

Once your order has been placed, it is not possible to modify or cancel it.

All of the information is available in the table here.

United Kingdom, France, Germany, Austria, Italy, Spain. The country of delivery must correspond to the “location” of the website used.

Exemple :

I would like to be delivered in England, I must order on uk.aqualung.com

I would like to be delivered in Spain i must order on es.aqualung.com

If you choose Standard delivery, your delivery will be made by DPD

If you choose Express delivery, your delivery will be made by DHL

Yes, you can use a delivery address that is different to your billing address

You will receive an email from Aqualung with a delivery tracking link for your order, which will take you to the carrier’s website, from where you can access all of the necessary information. The carrier will keep you informed via email of each step in the delivery process. You will receive an email from the carrier to inform you that your order is being delivered, in which the delivery date will be stated.

In the "My Orders" section of your customer account, you can also click on the delivery tracking link beside your order. You will be taken to the carrier’s website, with all of the information relating to the delivery of your order.

- If you choose delivery with DPD you will be able to use the Predict system.

1) You will receive an SMS from DPD that will offer you 2 dates, with a 3-hour delivery window.

2) You can select the first time slot by typing 1 on your mobile phone, or select the second time slot by typing 2. You can also click on the link contained in the SMS to choose another date from among 10 delivery date options. You must validate your selection before 23:00.

3) Once your have validated your desired time slot, you will receive an SMS confirming the selected time slot.

4) During the selected 3-hour delivery window, you will receive another SMS indicating that your order is about to arrive.

- If you choose delivery with DHL you will be able to use the "On Demand Delivery" service.

This interface allows you to manage your delivery preferences: delivery to another address, put the delivery on hold, schedule the delivery for another day, have the package delivered to a neighbour. 

You will receive an email and an SMS from the carrier to inform you that your order has arrived.

- If you have elected to use the DPD Predict system, you will receive an SMS during the 3-hour delivery window.

In this case, you must contact us using the "Contact us" section right at the bottom of our website pages. We ask that you provide as much information as possible: surname, first name, order number, order date...

You can pay by MasterCard, Visa American Express, Maestro Card, PayPal, Klarna and Sofort

With Aqualung, the payment is taken from your account when the package is scanned upon leaving our warehouse.

You must then verify with your bank how long this will take to show in your account. 

1) Click on "Basket" in the right-hand corner of the top banner.

2) You will be taken to a new page called "My basket"

3) To the right of the details regarding your basket, you can enter your promotional code and click on the "Send" button to validate. Your order amount will be reduced accordingly. 

An appropriate error message will appear on your screen and you will remain on the payment process page. Payment will, of course, not be taken into account. 

The payment is totally secure thanks to the online payment system of our partner AYDEN, partner of many French and international e-commerce sites. Your bank details only circulate on the internet in ecrypted from (SSL encryption) so as to make them completely unreadable. When you connect at the end of your order to the online payment page, you will see a padlock appear in your browser, indicating that the transaction is secure. The confidential data of your payment method is never in our possession; only our partner access to it in order to carry out the banking transactions towards your bank or paypal account.

If you need an invoice, please request one via the contact form.

You can find our detailed returns policy via the “Returns policy” link in the "Support" section, right at the bottom of our website pages, or by clicking the link below: Return Policy

Your tracking number is on your return label.

DHL will take care of your return if it is to one of the following countries : Spain, England, Italy, Germany, Austria.

Customers are responsible for the costs of their returns at the rate charged by the carrier of their choice.

Your package will be scanned upon its arrival at our warehouse. At the same time, you will receive email notification from DHL. 

When an order has been placed with one of our retailers or on Amazon, we cannot handle the return of the products ordered, we advise you to redirect to them in order to organise a return if necessary.

When an order has been placed with one of our retailers or on Amazon, we are unable to make returns, we advise you to redirect to them in order to arrange a return if necessary.

If one of your products ordered on the site is defective, you must contact us via the "contact us" section at the bottom of our website, before any request for return. Please provide all the information that will be useful to us for the proper treatment of your defective product: name, surname, order number, date of the order, photo & description of the failure or problem encountered.

Aqualung gives you 30 calendar days from delivery to return your products. To view our return policy: click here.

A refund can take up to 1 month; it just depends on your bank. 

You can find all of the information concerning the PayPal refund process by clicking on the link below:

https://www.paypal.com/fr/smarthelp/article/comment-demander-un-remboursement%C2%A0-faq406

No, you will receive the refund to the same method of payment used when placing your order.

You will be refunded the amount paid after the application of the promotional code. Furthermore, the promotional code cannot be re-used.

You can find the size guide to suit each product directly within the product description when you select a product. 

Please click on the "Partnering Dealers" button in the banner at the top. A new page will then open in which you will be able to use a geolocator with the "Use my location" button, or alternatively enter the postcode of your choice to find the Aqualung dealers closest to where you are.