Customer Support

Using Our Site
Each product shows in one category.
To find a product, look under the described categories – i.e. “Heated Clothes”; or by brand – i.e. “Blazewear”; or by searching in the Search box.
Most of the categories have sub-categories, so if you are searching this way, you need to ensure that you look in the right sub-category.
Once you have found the product, click “more info” and you will see a thorough description. Also click on an image and in most cases you will see a larger picture and sometimes video clips.
In many cases we cross-reference products at the end of the description so you can consider, perhaps, accessories.
If you need more information, please e-mail us on info(at)aquastuff.net or call us on 0207 798 8912.

Making a purchase
Click all the items you would like to buy and they will be added to your shopping cart.
Click “checkout” to proceed to payment.
If you need to change the number of items, then delete in the numbers box and re-enter.
If the purchase is to be exported, please make sure you click the destination country and then “update”. The carriage first shown is for UK mainland only. Orders to non-mainland UK (as defined by Royal Mail) will in some cases be subject to a surcharge. We will contact you if necessary. For heavier parcels the extra is likely to be that shown for Western European countries. If no information is shown, you will have to contact us. We have not calculated carriage for every item for every country.
To order you will be asked to give an e-mail address and so on.
Please remember your password!

Payment & Security

Normal payment is by credit or debit card entered into our secure third party server, Protx. You will see a gold padlock at the bottom of our Home page to signify it is a secure transaction. Your card details go only to them. This system does not cover Amex or Diners.

Additionally we have invested in a customised portal to Paypal. This allows holders of a Paypal account to make payments to us through Paypal instead of using Protx.

When a payment is made you will have an acknowledgment from Protx or Paypal. You will have a further acknowledgement direct from us with any necessary extra information.

Please note two important consequences of using these methods

a) When a payment is made the money is deducted immediately from your card without reference to any information on the site about availability.
b) All payments are subject to third party credit risk appraisal. We may decide not to accept your payment and in those circumstances will say so in our own acknowledgement. It is our practice to pass details of fraud to the police.

A further payment method for those without a Paypal account but with an e-mail address anywhere in the world, is to e-mail us with an order which we can then price and e-mail an invoice back through Paypal. That can in turn be paid by bank transfer or in some circumstances by card.

Alternatively the purchaser can call us and we take order details that way. In that situation the purchase is more at risk because we have your credit card details on file for a period.

For cheque payments send a cheque for the full amount, including p.& p., made out to Aquashop Ltd: Unit B43 Eurolink Business Centre 49 Effra Road London SW2 1BZ, together with your order.

Delivery

We normally despatch by Royal Mail, but sometimes by courier.
We aim to despatch your order within one week of our receipt of your order, and most orders are despatched the next day. If it is going to be longer, we will tell you. It you need faster delivery, call us to find out the position.

For an order with more than one item you are charged postage for the heaviest item only (subject to limits).

For UK packets up to 2kg we ship by first class recorded delivery, or for high value items by Special Delivery. Above 2kg your order is likely to go by Parcel Force (Royal Mail) or other courier. Carriage charges are based mainly on weight, but can be affected by dimensions.

At the moment postage for all items is placed in one of four price bands.

For EU and other countries for packets up to 2kg, we prefer to send by airmail Airsure (Royal Mail). This arrangement allows tracking throughout the journey and insurance cover for all items that we now sell. It does add considerably to the carriage cost charged to you. Airsure items are given priority.
Airsure goes to these destinations:

Europe: Andorra, Austria, Azores, Balearic Islands, Belgium, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Liechtenstein, Luxembourg, Madeira, Monaco, Netherlands, Portugal, Republic of Ireland, Slovak Republic, Spain, Sweden and Switzerland.

World Zone 1: Brazil, Canada, Hong Kong, Malaysia, Singapore and USA.

World Zone 2: New Zealand.

To other destinations we use the “Signed-for” service with added insurance.

Heavier weight parcels are sent by Parcel Force signed- for service.

Back orders
If your item is not in stock, we will back order it for you. You will be e-mailed with the option to cancel.

Guarantee / Cancellation rights
You may cancel your orders at any time, for any reason, prior to dispatch by us.
If you wish to return items, we will refund the cost to you provided the goods are received by us in their original condition and with the original packaging, and within 30 days of our dispatch date.

Please e-mail us before returning goods.
You will be refunded within 30 days.

Customs & VAT

Orders sent to EU destinations are subject to UK VAT.  Orders to other countries will have the VAT deducted by way of a refund.  The purchaser then becomes responsible for any import duty levied by local Customs.

Parcels to non-EU destinations will carry a UK Customs declarations.

Back Orders

If your item is not in stock, we will back order it for you. You will be e-mailed with the option to cancel.

Bulk orders
We offer competitive discounts for bulk orders. Please email us on info(at)aquastuff.net or sales(at)aquastuff.net for a quote. Alternatively, you can call us on 0207 7988912

Guarantee/Cancellation Rights

You may cancel your order at any time, for any reason, prior to despatch by us. If you wish to return items, then we will refund the cost to you provided the goods are received by us in their original condition and with the original packaging, and within 30 days of our despatch date.

Please e-mail us before returning goods.

You will be refunded within 30 days.

If you have any queries or problems not solved through this help section, feel free to contact us by e-mail, or telephone.