FAQ


If you can’t find an answer in our help pages below, please get in touch with us via our contact form. We’re on hand to help!

 


PRODUCTS

Where do I find technical information about a particular product?

All product information details include technical information.
Where possible, we also publish users' videos and photos on our website.
If you can't find the information you're looking for within the product information, you can ask us using the contact link.

Where do I find out how to use a particular product?

Find out how on our website


PRODUCTS AND SERVICES

What sort of guarantee does VELAQUA offer for my item?

All our products come with a 2 year guarantee. For more information, please feel free to get in touch.

How do I request a quotation?

To request a quotation, please contact one of our advisors using our contact form, giving full details of your project.

Do you deliver internationally?

When placing your order, you will be asked to choose a country for delivery. In the majority of cases, shipping costs are automatically calculated in your basket.
All you need to do is submit and pay for your order so that your items are dispatched to the address you have specified.
Please contact us if there is a problem with this process. 


MY ACCOUNT

I’ve forgotten my password

You will be emailed your username and password when you register your customer account.
If you are unable to log in with this user ID, we will automatically send you a new password.

I want to amend my personal details

To amend your personal details:
Go to the homepage and click on the “My Account” link, followed by “My Personal Details”. Log in using your email address and password, then click on “Confirm”.


ORDER

Which payment methods do you accept?

You will be asked to select your preferred payment method when confirming your basket.

Card payments:

The velaqua.com website works in partnership with the bank to ensure that your payment remains fully secure (3D secure). You can then purchase and pay using a debit card with complete peace of mind. The SSL protocol guarantees that your bank details will remain completely confidential.

PayPal:

PayPal allows you to shop with complete peace of mind.

Bank transfer:

We accept payments by bank transfer. Please contact us for full details. Once received, our accounts department will confirm your payment and approve the order for dispatch.

How soon will my order be dispatched?

Your order will be dispatched within 24 to 48 hours of payment being received, depending on the payment method selected.

Once your payment has been received, you will be sent a final confirmation of your order, which will then be forwarded to our warehouse for picking.

This is then sent to our carrier partners who deliver the order as quickly as possible.


DELIVERY

When will I receive my order?

We make every effort to deliver your order as quickly as possible.


GUARANTEE AND AFTER-SALES SERVICE

How does the guarantee work?

For the duration of the guarantee covering your item, the manufacturer agrees to guarantee, exchange or repair your item on their premises, in accordance with the conditions stipulated in the general conditions of sale.

How long is the statutory cancellation period?

In accordance with the provisions of article L 121-20 of the Consumer Code, you have a period of 14 days in which to return any item that does not meet with your satisfaction. Within this timeframe, you may return the item at your own expense, accompanied by your invoice. We will only accept items that are in brand new condition and complete (including all accessories, instructions, etc.) and with the original packaging intact. To do this, please contact us for a returns number, which is required by the warehouse upon receipt of your item.

Who incurs the return shipping costs?

For services provided by the After-Sales team, return shipping costs for the item(s) concerned are paid for by the After-Sales department. So that the department can refund your shipping costs, you should retain proof of receipt and send it to us (indicating your order number) at:

 

Service Client VELAQUA
11-13 Avenue Barthélémy THIMONNIER
69300 CALUIRE ET CUIRE

FRANCE