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 on the right of the banner at the top of your page. Then you can click on “forgot your password” bellow the right hand side of the “password” banner. Enter your email adress used as a login and you will receive a link to this adress 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 will be notified by email when your package ships, this email will include a tracking number. If you're not sure whether or not your order has shipped, check the status of your recent orders in the Order History section of My Account.

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

In the Contiguous U.S., your delivery will be made free of charge by USPS Standard Ground. If, in the Contiguous U.S., you've opted for expedited delivery, you will be charged $25 during checkout and delivery will be arranged through UPS. All deliveries to Alaska and Hawaii require a delivery fee of $30, and will be delievered via UPS. Expedited delivery is not available to Alaska or Hawaii.

Yes, you can use a delivery address that is different to your billing address. For your safety and to prevent possible fraud, we may contact you to confirm your order.

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 there 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 of the estimated delivery date.

If you've created an account with Aqualung, 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.

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

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, Discover, or PayPal.

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 your order details, you can enter your Promo Code and click on the "Submit" button to apply. 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

You will be notified by email when your package ships, this email will include a tracking number. If you're not sure whether or not your order has shipped, check the status of your recent orders in the Order History section of My Account.

You may select the carrier of your choice.

Customers are responsible for the costs of 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 your chosen carrier. 

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. 

Aqualung has partnered with Locally, a location service that helps you quickly find the Authorized Dealer nearest you. Dealer locations can be found on each respective product page. The dealers listed are not guaranteed to have the product you are looking for. Please contact the dealers listed in your area to ensure the product you're looking for is in stock.