This Policy was last updated on 25 October 2026.
This policy applies to orders placed on aquacoffeeshop.com. All orders are dispatched from the United Kingdom by AQUACOFFEESHOP LTD. Our delivery carrier is Evri.
Where We Deliver
We deliver to the United Kingdom and to all 27 countries of the European Union, including the Canary Islands and the Balearic Islands. Delivery options and the final delivery charge are shown at checkout before payment.
Delivery to the United Kingdom
Evri Standard — Free Delivery. Standard delivery within the United Kingdom is free on all products, with no minimum order value. Estimated total delivery time: 2–4 working days.
Delivery to the European Union
Evri International Standard. Tracked delivery with full parcel cover included. Estimated total delivery time: 5–9 working days.
The delivery charge depends on the destination zone and on the total weight of the products in your order:
- Zone 1: Belgium, Denmark, France, Germany, Ireland, Netherlands
- Zone 2: Austria, Finland, Italy, Poland, Portugal, Spain (including the Canary and Balearic Islands), Sweden
- Zone 3: Bulgaria, Croatia, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Luxembourg, Slovakia, Slovenia
- Zone 4: Cyprus, Greece, Malta, Romania
| Order weight | Zone 1 | Zone 2 | Zone 3 | Zone 4 |
|---|---|---|---|---|
| Up to and including 1 kg | £16.99 | £17.99 | £18.99 | £21.99 |
| Over 1 kg up to 2 kg | £17.99 | £18.99 | £19.99 | £27.99 |
| Over 2 kg up to 3 kg | £23.99 | £26.99 | £23.99 | £30.99 |
| Over 3 kg up to 5 kg | £23.99 | £26.99 | £40.99 | £44.99 |
| Over 5 kg up to 6 kg | £23.99 | £26.99 | £56.99 | £56.99 |
| Over 6 kg up to 10 kg | £26.99 | £35.99 | £68.99 | £68.99 |
| Over 10 kg up to 15 kg | £26.99 | £35.99 | £77.99 | £77.99 |
Prices are shown in pounds sterling (GBP). If you view the shop in another currency, the converted amount is displayed at checkout. Orders over 15 kg cannot be sent as a single parcel; please contact us before ordering and we will provide a quote.
Order Processing and Delivery Times
Our handling time is one working day. The delivery estimates above are total delivery times, including handling. Working days are Monday to Friday, excluding UK bank holidays. Orders placed on weekends or bank holidays are processed on the next working day.
All delivery times are estimates and are not guaranteed. Delivery may be affected by courier delays, customs checks, weather, public holidays in the UK or in the destination country, or regional service availability. AQUACOFFEESHOP LTD is not responsible for delays caused by the carrier or by customs authorities.
Please make sure that your delivery address, e-mail address and telephone number are accurate and complete. The carrier uses them for tracking updates and customs clearance. If your order has not arrived within the estimated timeframe, contact us with your order number so we can investigate with Evri.
Customs, Duties and Import Taxes
Orders delivered outside the United Kingdom are exports from the UK. The destination country may charge import VAT, customs duties and/or a handling fee on delivery. Unless stated otherwise at checkout, these charges are the responsibility of the recipient and are not included in the product price or the delivery charge.
If a parcel is refused or not collected because import charges were not paid, the original delivery charge and any return costs charged by the carrier may be deducted from your refund.
Right to Cancel
You have a statutory right to cancel your order within 14 days. AquaCoffeeShop extends this period: you can cancel your order and return eligible items within 30 days, without giving any reason.
The cancellation period expires 30 days after the day on which you, or a third party appointed by you other than the carrier, take physical possession of the goods.
To exercise your right to cancel, you must notify us of your decision by a clear written statement sent by e-mail or post. To meet the cancellation deadline, it is sufficient for you to send your cancellation request before the 30-day cancellation period has expired.
Effects of Cancellation
If you cancel this contract, we will reimburse all payments received from you, including the standard cost of delivery, except for any supplementary costs arising from your choice of a delivery method other than the least expensive standard delivery option offered by us.
We may make deductions from the refund where goods show signs of use, damage, contamination, misuse or handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.
Refunds will be processed without undue delay and no later than:
- 14 days after we receive the returned goods; or
- 14 days after you provide evidence that the goods have been returned; or
- 14 days after cancellation where goods have not yet been dispatched.
Refunds will be issued using the same payment method originally used for the transaction unless otherwise agreed. Returned items must be sent back without undue delay and no later than 14 days after notifying us of cancellation.
Return postage is paid by the customer. If the return is due to our error, or the goods are faulty, damaged or incorrect, we cover the reasonable cost of returning them.
Returns Policy
We want you to be fully satisfied with your purchase. If you are unhappy with a product for any reason, please contact us before returning the item so we can assist you as efficiently as possible.
You can return unwanted items within 30 days of delivery. Return postage is paid by the customer, unless the item is faulty, damaged or incorrect. Returns from outside the United Kingdom must be sent to our UK address with a tracked service and the correct customs declaration (marked as returned goods).
Returned items should be unused, in their original condition and, where possible, in the original packaging. We reserve the right to refuse returns or reduce refunds for items showing excessive use, damage, contamination or missing components.
For hygiene, safety and livestock protection reasons, opened liquid products – water treatments, conditioners, fertilisers, medications and additives – cannot be returned unless they are faulty. Food products, biological media, live plants, live foods and custom-made products may also be excluded from return eligibility unless faulty.
If an item arrives damaged, defective, incorrect or incomplete, you must notify us within a reasonable time after delivery and provide photographic evidence where requested to assist with claims and investigations.
We strongly recommend obtaining tracked proof of postage for all returned parcels, as we cannot accept responsibility for returned items lost in transit without delivery confirmation.
Defective, Damaged or Incorrect Goods
If you receive goods that are faulty, damaged in transit or incorrect, please contact us as soon as possible with your order details and supporting photographs where applicable. Once the issue has been verified, we may, at our discretion:
- Provide a replacement item;
- Arrange collection or return shipping;
- Issue a partial refund;
- Issue a full refund;
- Offer repair, replacement parts or alternative resolution where appropriate.
Where goods are confirmed defective or incorrectly supplied, reasonable return postage costs may also be reimbursed. We reserve the right to investigate claims relating to transit damage, misuse, installation errors, improper maintenance, incompatibility, accidental damage or use contrary to product instructions.
Refunds Policy
Following approval of a return or cancellation request, refunds will be processed to the original payment method used for the order. Refund processing times may vary depending on the payment provider or banking institution, but are usually completed within several working days after approval.
We reserve the right to reduce refunds where returned goods show evidence of unreasonable handling, misuse, missing accessories, damaged packaging or diminished resale value.
Shipping costs are non-refundable except where required by law or where the return results from our error, defective products or incorrectly supplied goods.
If a parcel is refused by the customer or returned due to incorrect address information, failed delivery attempts, unpaid import charges or uncollected shipments, any original shipping costs, return fees or carrier charges may be deducted from the refund amount.
Non-Delivery, Lost Parcels and Delivery Issues
If your order has not arrived within the estimated delivery timeframe, please contact us so we can investigate the issue with the courier. Delivery investigations may require additional time depending on the courier’s procedures, and international parcels may be classified as delayed before being officially confirmed as lost.
We reserve the right to wait for the courier’s investigation outcome before issuing compensation, replacement goods or refunds where appropriate. Customers must report missing parcels, delivery discrepancies or delivery damage within a reasonable period following the expected delivery date.
Contact Information
For any delivery, returns or refund enquiries, please contact:
AQUACOFFEESHOP LTD
Hatfield Walk, Crawley, West Sussex, RH11 6EH, United Kingdom
E-mail: support@aquacoffeeshop.com