Shipping costs depend on the item you’ve ordered and the state where it’s being delivered. If your order value is more than $1500, we provide free shipping.
FAQ
- How much is shipping?
- How do I cancel my order?
- Can I alter my order?
- When will my order arrive?
- Where is my order confirmation?
- Can I track my order?
- Where is my refund?
- Can I return or exchange an item?
- How do I return an item?
- What do I do if I lose my return note?
- My order has arrived but it’s not as I expected. What can I do?
- How long does it take to return an item?
Ordering and delivery
- How much is shipping?
- How do I cancel my order?
- Can I alter my order?
- When will my order arrive?
- Where is my order confirmation?
- Can I track my order?
How much is shipping?
How do I cancel my order?
There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@aqualuxbathrooms.com.au, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.
Can I alter my order?
Yes, however you would need to notify us within the same day order is placed, we would then be able to modify accordily.
When will my order arrive?
Orders that require shipping will be delivered within three to seven days if you are located in VIC/NSW/QLD. If you are outside these regions it will be advised in your order confirmation. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@aqualuxbathrooms.com.au and we will assist further. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Can I track my order?
Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.
Payment
- Where is my refund?
Where is my refund?
We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.
Returns
- Can I return or exchange an item?
- How do I return an item?
- What do I do if I lose my return note?
- My order has arrived but it’s not as I expected. What can I do?
- How long does it take to return an item?
Can I return or exchange an item?
You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend ordering the two closest matches and returning the one that doesn’t fit.
How do I return an item?
Please contact our customer service team via info@aqualuxbathrooms.com.au. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.
What do I do if I lose my return note?
We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.
My order has arrived but it’s not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@aqualuxbathrooms.com.au with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.
How long does it take to return an item?
This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.