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Introduction

In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website or Social Media messaging (WhatsApp, Instagram DM, Facebook Messenger) or email.

This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.

Free delivery

We offer free express courier delivery worldwide, in area of coverage of our delivery Partners.  We use Fedex International Priority Service for our deliveries worldwide and Fedex Overnight Service for our deliveries within the United Arab Emirates.

Geographical limitations

We will deliver to most countries and territories worldwide.

We may from time to time not find any suitable courier companies to deliver products to some remote area or territories, in such a case, the order will not be confirmed by us, or cancelled, and we will let you know immediately.

Delivery methods and transit times

The methods of express courier that we use to deliver our products, have the following transit times, after shipment:

(a) if your delivery address is in the USA or Canada, or European Union, Switzerland, the typical transit time for delivery of products will be 2 to 3 working days.

(b) if your delivery address is in the Middle-East, the typical transit time for delivery of products will be 2 to 3 working days.

(c) if your delivery address is in Asia or in a region not listed above, the typical transit time for delivery of products will be 3 to 4 working days.

If you place your order by 12pm GMT on a working day, we will usually ship within the next 2 working days; if you place your order after 12pm GMT on a working day, or on a non-working day, we will usually ship within the next 3 working days.

The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

Delivery tracking

Delivery tracking is available for all orders for our products.

To track your delivery, enter your delivery tracking number (which is provided in your order shipment confirmation email) into our delivery service provider’s website.

Receipt and signature

All deliveries must be received in person at the delivery address, and a signature must be provided.

Additional deliveries

If an initial delivery attempt is unsuccessful, our delivery service provider will make at least one more attempt to deliver the products in your order.

Collection

If your products remain undelivered despite our delivery service provider making one more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

Delivery problems

If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.

If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a) you provided the wrong address for delivery;

(b) there is a mistake in the address for delivery that was provided;

(c) the address for delivery is not reasonably accessible;

(d) the address for delivery cannot safely be accessed;

(f) there is no person available at the address for delivery to accept delivery and provide a signature.

Returns and Exchanges Policy

Introduction

For shipments to customers in the European Union, Switzerland, USA, Canada, Japan, South Korea, Hong Kong, Taiwan, Singapore, Malaysia, Australia, New Zealand, United Arab Emirates, Saudi Arabia, Kuwait, Bahrain, Qatar and Oman, we accept returns/refunds or exchanges as described below.

For all other customers locations, please contact us to know the return policy applicable to your country.

Returns

If you are entitled to return a product to us, you can proceed and receive a refund in accordance with this policy if:

(a)we receive the returned product within [30] days following the date of dispatch of the product to you;

(b)the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)you comply with the procedure set out in this policy in relation to the return of the product; and

(d)none of the exclusions set out in this policy apply.

Returns procedure

In order to take advantage of your rights under this policy, you must contact us by email at [email protected] to obtain a return authorisation.  You will then receive a pre-paid return label by email, and we will arrange for the courier company to pick up the item.  You will need to print the return label and give it to the courier company that will collect your return package.

Exchanges

If you are entitled to exchange a product with us, you can proceed and with the return of your product and advise on the new item in exchange in accordance with this policy if:

(a)we receive the returned product within [30] days following the date of dispatch of the product to you;

(b)the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)you comply with the procedure set out in this policy in relation to the return of the product; and

(d)none of the exclusions set out in this policy apply.

Once we receive the returned product, we will proceed with the shipment of the new product selected for an exchange. If the new product is more expensive, you will be contacted to pay the difference.  If the new product is less expensive, we can provide you with a voucher on our store valid for a period of 12 months against a new order.

Exclusions

The following types of products may not be returned under this policy:

(a) any product made to your specification; Specific size, engraving, names or letters

(b) any specific product made to order;

(c) any product personalised or adapted for you

Refunds

If you are entitled to returns, and that you return to us the product as outlined above, we will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

We will refund any money received from you using the same method originally used by you to pay for your purchase. Any customs tax and or duty amount that cannot be refunded to us by the local customs authorities will be deducted from the refund amount, if applicable.

We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

Improper returns

If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

Our details

This website is owned and operated by AIGUE MARINE DMCC, owner of the brand and Trademark Aquae™ Jewels.

You can contact us:

(a) using our website contact form;

(b) by email, using [email protected]