FAQs
Orders
Do you offer gift cards?
Yes, please visit Gift Cards
Where is my order confirmation?
We automatically send an order confirmation via email immediately after receiving an order. Please check your spam folder if you did not receive it. Alternatively, you could have incorrectly entered your email. Please contact customercare@aquablu.com to update your email.
The item I want is sold out. How can I get it?
Please email Customer Service with information on the item and your location. We will be more than happy to check with our stockists for you.
Amending or cancelling an order?
If you require any changes to your order, contact out Customer Service team as soon as possible. Unfortunately, we cannot guarantee any amendments to your order if your order has already been processed and shipped.
What payment options are available?
We accept payments by Visa, MasterCard, Amex, Banconect, Ideal, Shop Pay, Google Pay, Apple Pay, Afterpay and PayPal
Shipping & Delivery
How quickly do you dispatch orders?
We aim to dispatch your order within 24-48 hours from the time the order was placed. Please note, once your order has been dispatched, we are unable to make any changes or modifications to your order.
How long does it take to receive my order?
Australian orders are shipped with Australia Post. Depending on your location and shipping method chosen, delivery can take between 1-10 business days.
International orders are shipped with DHL. Depending on your location, delivery can take between 4-14 business days.
For more information on delivery time frames, please refer to our Shipping Policy for details
Do you offer free shipping?
We offer complimentary shipping on Australian orders over $300 & complimentary shipping on International orders over $750.
Please refer to our Shipping Policy page for more information.
Do you offer Express shipping?
Express Shipping is currently only available for Domestic orders.
Express shipping is $15 flat rate.
Do you ship internatinonally?
Yes, we ship internationally. We offer complimentary shipping on international orders over $750, otherwise a shipping rate of $20 for all other orders.
Orders are processed within 24-48 hours for shipment and delivery can take between 4-14 business days however this time frame are subject to DHL and/or customs delays.
International customs & taxes?
International orders may incur a customs or import duty charge, which must be paid for by the customer and is not the responsibility of Aqua Blu Australia.
If you refuse to pay any customs or import duties and thereby prevent delivery of your order, you will remain liable for the purchase price of the product(s) and any customs, or taxes imposed by your government.
International orders may be subject a longer than expected delivery time. Aqua Blu Australia has no authority over delivery port customs processing times and as such, can only estimate time taken for international orders to be delivered.
I am having delivery issues
If you have not received your parcel within the estimated time frame or are having difficulty with receiving your parcel. Please email our Customer Service team.
Returns & Exchanges
What is Aqua Blu's return policy?
We accept returns within 30 days from the date of purchase. Items returned outside this period will not be accepted. Please refer to our Returns Policy here for more information
How do I process a return?
You can lodge your return or exchange via our Returns Portal. Please have your order number and email ready and lodeg your request here: Aqua Blu Returns Portal
Please note, all return postage costs are the responsibility of the customer.
International returns
You can lodge your return or exchange via our Returns Portal. Please have your order number and email ready and lodeg your request here: Aqua Blu Returns Portal
International customers are responsible for return postage costs for all refunds and/or exchanges. We recommend that you send your returns by registered post with a tracking number to ensure your item arrives safely. Aqua Blu Australia cannot be held responsible for lost or damaged return items.
How long do returns and exchanges take?
Once your return request has been approved, you will receive an email with return instructions. Once we have receievd your items back at our warehouse, our returns department will process your return or exchange within 5 business days.
Can I get a refund?
Items that have been purchased at full price are eligible for a full refund, exchange or credit note.
Samples, and any products marked as Final Sale have a strict no returns, exchanges, or refunds policy, unless the item is deemed as faulty.
Please refer to Returns Policy for more information
How long does a refund take to be received?
Once we have processed your return, your refund is processed immediately.
Payments made via credit card - Please allow 1-5 business days for your refund to apepar on your statement
Payments made via PayPal - Please allow 1-3 business days for your refund to appear back into your account
Payments made via AfterPay - Please allow up to 7 business days for your refund to appear back into your account
Faulty items
In the unlikely event your swimwear is faulty, please take photos of the fault and contact us via our Returns Portal or email Customer Service
Why can't I receive a refund or exchange?
Samples, and any products marked as Final Sale have a strict no returns, exchanges, or refunds policy.
Please take note of item return conditions prior to purchasing to avoid disappointment.
General
Gift Cards
Purchase a gift card at Gift Cards
Gift cards can be entered at the Cart page of the checkout process.
How do I become a stockist?
Please email our sales team about becoming a stockist, Sales@ozswimgroup.com
Where are you stocked?
View our store locator to find a stockist near you https://aquablu.com.au/a/storelocator
How do I care for my Aqua Blu pieces?
Each individual item has its own care instructions. We recommend referring to the item product page or the care tag in the garment for all care instructions.
Fabric and care information can be found on our Care Page