Frequently asked questions

Placing an order

Placing an order at H2O Aquatics is simple, safe and secure. We offer a variety of ways to submit your order, including:

Internet: H2O Aquatics takes every precaution necessary to protect your privacy and personal information. When submitting sensitive information (such as a credit card number) via our website, that information is collected, encrypted and protected by the best encryption technology available in the industry—SSL. H2O Aquatics uses 128-bit encryption.

Telephone:  Our knowledgeable staff of Aquatic experts is on hand to answer your questions and accept your order when you are ready to make a purchase. You can reach our customer service team via telephone by dealing 01277-211433 Monday to Friday from 10am–4pm.

If you have provided an email address with your order, we will send you an order confirmation email. We will also email applicable tracking information once your products have shipped from our warehouse. If, for any reason, an item is out-of-stock or backordered, we will immediately contact you to let you know.

At H2O Aquatics we except all major credit and debit cards, we also offer the option of paying via Pay Pal. Please note whilst paying by Pay Pal Echeque this can take up to 10 working days to appear as clear funds and as such your order will not be shipped until the Echeque has cleared.

Order Confirmation

If you did not receive an order confirmation via email, even though you clicked the submit order button, we recommend that you contact us via email at sales@h2oaquatics.co.uk to confirm that we received your order, and to further assist you.

Order Status

We will do everything possible to keep you informed of your order via email. Tracking numbers are sent via email once they are available. The emails are usually sent on the afternoon of your order ship date by the selected courier. We will also contact you via email, if there are any issues regarding your order.

International Orders

We do ship internationally. International orders are shipped via our selected couriers on an Economy Service only. Additional shipping charges will apply, please contact us for a quotation. All shipping prices quoted on our site are for United Kingdom only destinations.

Missing Items

Please contact us within 12 hours of delivery receipt, so as we can start a tracking process with our couriers.

Damaged Items

If any of your goods arrive damaged, please contact us within 12 hours of receipt. All damage claims must be filed with your delivery driver at time of receipt.

Return Policy

To avoid returns we suggest you ask about any product you are unsure of and their warranties before you order.

For Closed Packages: Because we cannot accept returns of products once they have been opened, before opening each product please check its packaging and label carefully to be sure you received the correct product and version. If the supplier’s original packaging and seal is still intact, you may return the product to us within 28 days from purchase for an exchange, credit or refund (excluding shipping and handling charges). Return shipping to us is at your own expense.

This does not affect your statutory rights.

Creating an Account

You have the option of registering for an account while placing an order with us. Having an account is useful if you intend to place future orders or use advanced store functionality, like writing product reviews. Information collected during account registration and checkout includes first and last name, billing and shipping address, email address and telephone number. This information is used to provide you with important H2O Aquatics services such as order status updates via email.

We will not sell or share this information to any outside parties, except as outlined in our terms and conditions.

Security

H2O Aquatics takes every precaution necessary to protect your privacy and personal information. When submitting sensitive information (such as a credit card number) via our website, that information is collected, encrypted and protected by the best encryption technology available in the industry—SSL. We combine secure servers with Secure Socket Layer (SSL) transmission to safeguard the personal information of all H2oaquatics customers. What this means is that any time you send data to our web server it will be encrypted and, in turn, our server will encrypt any data sent back to your web browser, ensuring your safety at all times.

Contacting us

You can write, phone or email H2O Aquatics.

H2O Aquatics Limited
13–15 Ongar Road
Brentwood
Essex
CM15 9AU

Email: sales@h2oaquatics.co.uk