Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Orders & Delivery

When can I expect my order?
The average delivery time is 6–12 business days.

The estimated delivery time has passed and I haven’t received my order. What should I do?
If your order has not arrived within three days after the estimated delivery date, please contact us via our contact form. We will look into the issue immediately.

Some items from my order are missing. Why?
Because we work with multiple suppliers, some items may be shipped separately. Missing products usually arrive within 2–3 days. Please contact us if you have any questions.

How much does shipping cost?
We offer free standard shipping for all orders.
If a package is returned due to an incorrect or incomplete address, the reshipping cost is €8–€12.

Exchanges & Returns

I received a damaged product. What should I do?
If your product was damaged during delivery and is unusable, please send us photos or videos within 48 hours and contact us via our contact form.
Once verified, we will arrange a replacement or a refund.

I’m not satisfied with my order. Can I return it?
Yes, you can return your order within 90 days of receiving it.
Because of high return costs, we will first try to find a suitable solution.
If that’s not possible, you can still return the product.

How can I return a product?
Please contact us via our contact form, including your order number and reason for return.
We’ll provide you with all necessary instructions for returning the item.
Return shipping costs (€8–€12) are covered by the sender.

You’ll receive your refund within 14 business days after the returned product is received in good condition.

Important Information

  • Returned items must be in their original condition, with tags and labels attached.

  • The product must show no signs of use to qualify for a refund.

  • Track & Trace is mandatory, as AquaCase cannot be held responsible for lost packages.

Tracking Your Order

Where can I find my Track & Trace code?
Once your order has been shipped, you’ll receive an email containing your Track & Trace code.

My Track & Trace code doesn’t show any updates. Why?
Tracking information becomes available once the courier has processed the package.
Please allow some time for the status to update.