FAQs

General Information

All prices are in USD.

We try our best to ship items as fast as we can. Please allow 1-3 days production time for your order to ship out, average shipping times are 5-21 days.
Tracking numbers will be updated 3-5 days after your order has been shipped. If you don't have a tracking number after 7 business Days please email us at support@luxuryaqua.com.

We offer a 100 % money-back guarantee if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include all a name and order number on the returned parcels.
Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

You are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent please use our easy return system to get a full refund.

If you have misspelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double-check if the address given is wrong kindly notify us via email at support@luxuryaqua.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is 5-21 business days.

Please send us an email tosupport@luxuryaqua.com .

Account Information

Once you have purchased, you will receive an email that will direct you to verify your account. To login, you need to verify this email before your account is ready to use.

If you are still receiving an invalid email error message when signing in, you may need to reset your password, check you are signing into the same region your account was made in or contact support@luxuryaqua.com and our customer experience team can assist you.

You can login to your account at any time to check on your order history and subscriptions history.

Billing & payments

We accept the following payment methods: Visa, MasterCard, AMEX, PayPal, Apple Pay, PayPal Express, Shopify Pay, Shop Pay and Google Pay.

If you’re having trouble with payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card. There are a number of reasons why your payment may not be accepted. 

2000: DO NOT HONOUR - The customer's bank is unwilling to accept the transaction. The customer will need to contact their bank for more details regarding this generic decline. 

2007: NO ACCOUNT – The submitted card number is not on file with the card-issuing bank. The customer will need to contact their bank. 

2010: CARD ISSUER DECLINED CVV - The customer entered in an invalid security code or made a typo in their card information. Have the customer attempt the transaction again – if the decline persists, the customer will need to contact their bank.
2015: TRANSACTION NOT ALLOWED - The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank or use a different payment method.

If your code is not showing above, please click here to view other potential errors.

My Order

We have a very fast turnaround of orders in our warehouse to ensure quick delivery, this means we can't guarantee orders can be edited or cancelled once placed. If you would like to edit or cancel your order, please contact support@luxuryaqua.com with the subject ‘cancel’ and your order details as soon as possible. If your order has already been shipped, you can return this by following the steps here.

You can login to your account at any time to check on your order history and subscriptions history.

All shipping timeframes operate on business days which excludes weekends and public holidays.


If your delivery has exceeded the shipping timeframe you will need to contact the courier delivering the parcel to you in case, they have more information that isn't shown on your tracking link. Your parcel could be awaiting collection at your local post office.

If they are unable to locate your parcel, please reach out to our Customer Experience team at support@luxuryaqua.com

If your package becomes damaged during transit, notify us within 7 days of the parcel being delivered at support@luxuryaqua.com with clear photos of everything you have received and the condition of the parcel/products. We can inspect the damaged package and the damaged items may be replaced.

Shipping & Returns

Am I eligible for a return?

We hope that you will be delighted with your Luxury Aqua purchase! If you change your mind about your purchase, you are welcome to return your product to us within 30 days of your purchase date, however, it must be unused and unopened. 

We will only provide you with a refund once we receive the product returned to us, and our team ensures it is unused and in a resalable condition.

To be able to return a product, you must provide a valid proof of purchase from Luxuryaqua.com

What is the return process?

Please download and complete a returns form, if you do not already have one.Email your returns form along with a photo of the products you are returning to support@luxuryaqua.comOnce approved, ensure your return is well packaged and meets all the conditions outlined in the Returns Terms & Guidelines (below).Please mark 'Returned Items' clearly on the outer packaging of your parcel.Use an insured tracking delivery service to ensure your parcel reaches us safely.Send a follow-up email with your tracking information to support@luxuryaqua.com

Enclose your goods, and return to the following address:

15 Sunshine Court, Hampton Park, Victoria, Australia, 3976

What should I do if I’ve received the incorrect product or a faulty product?

If you have received the incorrect product or the product you have received is faulty, please email support@luxuryaqua.com with photos and we will assist you with this promptly.

Please ensure you reach out to us within 7 days of receiving your order and don’t dispose of the product, so we can assess your claim. 

Returns Terms & Guidelines

All return items must be unused, unopened, and complete with original plastic wrapping.We are not responsible for the return shipping costs of the items.Please make sure all return items are well packaged, so as not to be damaged in the post.Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.please be mindful we do not do refunds on discounted or promotional items only exchanges.Please make sure that the returns form has been approved - without approval it may result in your return not being processed.

You have 3 options to track your parcel:

Got a Luxury Aqua account?

Log in your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information there.

I don't have a Luxury Aqua account yet
As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, don’t stress! Your order will usually take around 1-2 business days to be dispatched.

Help Centre
Visit the Shipping Information article and enter your order number and email address and receive your tracking information.

*Please note, tracking can take around 24 hours to update after dispatch.

If your parcel says it’s delivered but seems to be missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. You could also check with the people who live with you, and ask your neighbours if they didn't perhaps pick up the package for you.

If the package is still not found, the carrier that delivered the parcel or local post office is the next best place to contact. If your parcel is still missing once you have contacted the carrier, please get in touch with us via support@luxuryaqua.com and we will help as much as is reasonably possible to trace a missing parcel.

Please note we are not responsible for lost or stolen parcel so we will not be able to refund lost parcels and may not be able to send another parcel.

Please contact support@luxuryaqua.com as soon as possible. In some cases, we may be able to change the address for you if your order hasn't already been processed by our warehouse. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, we may contact you or your order may be refunded once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable.