Customer Service

Browse the categories to find what you are looking for.

Once you have found an item you wish to purchase select the relevant size and click ADD TO SHOPPING BAG.

This will be added to your shopping basket and you can then proceed to checkout or continue shopping for more items.

When you are ready to make your purchase click SHOPPING BAG to review the details. Click on PROCEED TO PAYMENT when you are ready to enter your payment details and complete your order.

Creating an account with us means you can shop faster and keep track of your orders and returns in MY ACCOUNT.

All orders are subject to fraud checks. If there is a chance your order will be delayed as a result of this we will contact you via the email provided on your order. When placing an order online please ensure your billing name and address matches exactly as it appears on your card statement. Please also ensure that your contact details are filled in accurately so we can contact you if necessary. Additional ID may be requested to confirm your order. Failure to provide this may result in your order being cancelled.

Please click here and we’ll send you a password reminder.

You can pay for your order using Switch/Maestro, Visa, Visa Electron, Mastercard and American Express. You can also choose to pay with PayPal.

If you’ve changed your mind, you can email our customer service team on info@aqaq.com, who will try to assist. We cannot however cancel any orders that have already been processed.

We are unable to alter orders that have already been made. This includes altering or adding items or changing the delivery method.

Your order may have been refunded if the item(s) you ordered were out of stock. We will always contact you via email if this is the case. Please click here to contact our customer services team if additional information is required.

Yes, we ship to many locations worldwide. Cost and delivery time will depend on location. Please visit the Delivery section for more information.

All currencies are based on the current exchange rate – select the appropriate currency at the top of the page to see items displayed in your local currency.

We do restock certain styles depending on demand. To be notified when an item is restocked please select the relevant style and size then LET ME KNOW WHEN THIS ARRIVES. For more information on a specific style please contact our customer service team here.

We aim to process all orders received before 5.30pm on the same day, and orders placed after 5.30pm will be processed the following working day. All orders are subject to fraud checks. If there is a chance your order will be delayed as a result of this, we will contact you via email. Additional ID may be requested to confirm your order. Failure to provide this may result in your order being cancelled.

On the shopping bag page, enter your code into the Promo Code box and click APPLY. This should then show the applied discount.

Please click here to contact our stores. If we have the item you are looking for in-store we will process a telephone sale.

Some of our most exclusive and high-demand pieces are available to pre-order. Add the item to your bag and pay as normal, and we'll send you a confirmation email and ship the order as soon as the stock arrives. We'll also keep you updated on the progress of your order and the due date.

Please note payment will be taken at time of purchase.

The first thing you should do is contact your bank or card issuer. The number to contact is usually located on the back of your credit/debit card. If the bank says there are no problems on their end, you should contact us.

Our site meets the highest standards in security and encryption. When you enter your details such as name, address and credit card number, this information is sent to us using Secure Sockets Layer (SSL) which encrypts the data, preventing anyone else from seeing what is inside the transmission. Your details are safe with us.

Standard UK Delivery - £3.95 or free if the order totals £100 or more. Delivered within 3 working days.

Next Day UK Delivery - £4.95. Delivered next working day if ordered before 1pm. Please note orders placed after 1pm Friday will be shipped on Monday and delivered Tuesday.

All UK orders are shipped with DPD and are fully trackable. Please note DPD will not deliver Bank Holidays.

Please provide your mobile number and email address at checkout to be sent updates regarding your delivery.

Please note during Black Friday promotion period, order processing may take slightly longer than usual.

Free international shipping for orders over £100.

For orders below this threshold, a standard delivery service changed a £5.00 and express delivery service changed at £10.00 is available for most countries we ship to.

Please note during busy sale periods order processing may take slightly longer.

International orders may be subject to customs or import duties once it reaches the destination country. AQ/AQ is not liable for payment of these charges and they must be paid by the person receiving the parcel. Unfortunately, AQ/AQ has no control over these charges and as they vary from country to country, we cannot advise you at checkout what these charges may be. We advise contacting your local customs office before placing an order for a customs estimate so you are not surprised by these charges when your parcel arrives.

Note: In the event that the parcel is refused and returned to us by the courier service, the cost of the return shipping will be deducted from the refund amount.

Once your order has been shipped you will receive a tracking link to the relevant courier site via email. You should be able to track your order within 24 hours of it being shipped to monitor the progress.

UK Delivery - Someone will need to be home when your delivery is due as DPD require a signature. You will receive a text message and email to inform you of a one hour time slot they will attempt delivery. If you are not home you will have the option to change your delivery date, leave with a neighbour, collect from the depot or leave in a safe place within reason. We recommend getting your order shipped to your work address if no-one is going to be home.

Please note by requesting your parcel to be left in a safe place, you accept liability if the parcel goes missing providing DPD have followed your request and the image taken by the driver confirms this.

International Delivery – Someone will need to be home when your delivery is due as Global E require a signature. We recommend getting your order shipped to your work address if no one is going to be home.

Unfortunately we cannot amend a delivery address once the order has been placed.

If you haven’t received your order within the advised delivery time please contact our customer services team by clicking here. Please note, any parcels not received must be reported within 5 working days of the order date. Any claims made after this point cannot be reimbursed.

This policy applies to all items except any items denoted non-refundable.

Items denoted as final sale (non-refundable) and or including all items within the AQ/AQ Vault Sale (October 2020 to November 2020), are not eligible for a return or an exchange outside of the UK. UK based customers may return vault sale items for exchange or credit note only.

We are happy to offer a refund or exchange on all items purchased online when returned within 14 days of receiving your original order. Refunds will be issued to the original method of payment. Where this is not possible, we will issue a credit note to use online.

Please note, we are unable to offer free returns for international orders.

Please ensure your returns slip with your name and order number is included in the parcel. Failure to do so may result in the refund process being delayed. All goods must be sent back in their original condition, along with the original tags and packaging. Items will be inspected upon return, and will be returned to the sender if they are not in their original saleable condition.

Please note we are unable to refund shipping charges for any deliveries that are refused and these return fees may be deducted from your refund.

The refund value for international orders placed in a non-GBP (£) currency will be based on the daily exchange rate.

If you have received your order and it’s not quite right we would be happy to offer you an exchange for the same item in a different size. Please contact our customer services team info@aqaq.com so the item/s can be put aside for you. Please also write these details on your returns slip and return with your original order.

We aim to process all exchanges within 7 working days of receipt. Please note this may take slightly longer during busy periods.

We now have free and easy returns for UK customers.

You can return your unsuitable item(s) by following the below link to access your order history.

AQ/AQ UK returns portal

Please follow the below instructions:

1) Please enter your order number and your email address / or postcode.

2) Select which item(s) you wish to return.

3) Select Return Reason from drop down menu.

4) Select return method Collect +.

5) Download and print postage label.

6) Please send your item via any CollectPlus Store using the postage paid label.

Please ensure your returns slip with your name and order number is included in your returns parcel.

Your return parcel can take 3-5 days to reach our warehouse. Upon receipt, your parcel will be scanned and you will be updated to know we have received.

Please note, we cannot accept responsibility for returns which are not sent via the returns portal.

You can return the unsuitable item(s) by clicking on the following link to generate a Return Merchandise Authorization (RMA).

Global-E Returns Portal

Please follow the instructions below:

1. Print the documents - the printed documents must be put inside the returned parcel

2. When you return an item we ask that it is still in the original packaging and is not worn, washed, damaged or had the tags removed. Any item which fails to meet these criteria may not be refunded.

3. Please ensure the items returned are packaged into ONE parcel

4. We suggest that you ship the parcel with a tracked service in order to be able to monitor the returned items

5. Please send the items to the following address:



International customers can return the item/items via DHL Express at a discounted rate.

Please note return postage charges will be at your own cost if the provided returns method is not used.

AQ/AQ will not accept responsibility for any parcels not received if sent un-tracked and are un-delivered .Please retain your proof of postage and proof of delivery.

We are unable to offer international exchanges, so if you would wish to purchase an alternative item, please place a new order at our online store. We would be happy to refund you for the shipping costs of the replacement item (just send us your new order number so that we can process a refund).

You can return the unsuitable item(s) by clicking on the following link to generate a Return Merchandise Authorization (RMA).

https://web.global-e.com/Returns/portal

Please follow the instructions below:

1. Print the documents - the printed documents must be put inside the returned parcel. This will also provide your DHL returns label.

2. When you return an item we ask that it is still in the original packaging and is not worn, washed, damaged or had the tags removed. Any item which fails to meet these criteria may not be refunded.

3. Please ensure the items returned are packaged into ONE parcel

4. Please ship with our returns service as this will be tracked and insured, AQ/AQ will not accept responsibility for any parcels not received if sent un-tracked and are un-delivered .Please retain your proof of postage and proof of delivery.

Due to the current circumstances returns are subject to delay if you have not received a response within 10 working days please contact us at info@aqaq.com.

Please ensure to use our free UK returns service and our discounted DHL returns service for international to ensure your orders can be tracked and traced.

We aim to process all refunds within 7-10 working days of receipt however this may take longer during peak periods. You will receive an email confirmation when we receive your parcel and when the refund is processed.

Please note refunds can take up to 10 working days to clear back in to your account depending on your bank or card issuer.

We only refund shipping costs if there has been an error with the order or your purchase was faulty.

You will be receive an email update once your return parcel has been delivered into our warehouse.

Please ensure you keep your receipt given to you by your local CollectPlus drop off point so your parcel can be tracked.

Goods are classified as faulty if they are received in a damaged condition, or if a manufacturing fault occurs within six months of purchase. Please note that if items are damaged as a result of wear and tear or failure to correctly follow care instructions, they are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund only if the item cannot be repaired or replaced. If you have received a faulty item, please contact our customer services team immediately so we can resolve this as quickly as possible.

Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 14 days to make the payment. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card here

Payment information is processed securely by Klarna. No card details are transferred to or held by AQ/AQ. All transactions take place via connections secured with the latest industry standard security protocols.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.

To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.

If you have received your goods and want to pay, either log in at www.klarna.com or click the link from the email Klarna sent you regarding this order. If you cannot log in to pay, contact Klarna’s Customer Service here.

If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor AQ/AQ run credit searches against you that could impact your credit rating.

If you do not have your statement number to hand, please contact Klarna customer services here. They will then be able to provide you with the payment details.

To find out if it is possible to postpone the due date on your payment, please contact the Klarna customer service team here.

Yes. When selecting Klarna as a payment method, you can choose to deliver the goods to an address other than your billing address. At the checkout, you will be given the option to enter a separate delivery address.

If you pay by card, AQ/AQ will confirm your order right away. If paying by Pay After Delivery, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in here

If you would like to cancel your order, we ask you to contact the store where you made your purchase.

As soon as AQ/AQ have registered your cancellation or your return, the refund will be processed within 7 business days.

If you are close to your Pay After Delivery payment due date, you should also contact our Customer Service who will make any necessary adjustments to the statement and provide further help if needed.

Once AQ/AQ have registered your cancellation or return, Klarna will process your refund within 14 working days.

Once the store has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your invoice will be closed.

You have 14 or 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call AQ/AQ to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

As soon as AQ/AQ has registered your cancellation or your return, the refund will be processed within 7 business days.

If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

Items denoted as final sale or non- refundable and or including all items within the outlet sale , Archive sale or Flash sale are not eligible for a return or an exchange outside of the UK. UK based customers may return final sale and archive sale items for exchange or a credit note only.