International Tracked in 7 to 10 business days, or DHL Express in 3 to 5.
Packed by hand and sent with tracking, usually within 2 business days.
Import duties, taxes and customs fees are not included in our prices and are paid on arrival.
If your parcel is lost or damaged before it reaches you, we replace it or refund you.
01About this policy
This policy applies to orders delivered outside India and the United Kingdom. It explains where we deliver, our delivery options and charges, how customs and import charges work, and what happens if a delivery is late or cannot be completed. It forms part of our Terms of Use.
Orders delivered to India follow our India Shipping & Delivery Policy, and orders delivered to the United Kingdom follow our UK Shipping & Delivery Policy. Nothing in this policy limits the rights you have under the consumer laws of the country where you live.
02Who sells and sends your order
We keep stock in the United Kingdom and in India. Orders delivered outside India and the UK are normally sent from our UK studio and sold by [UK COMPANY NAME], trading as Aquadoir ("Aquadoir UK"), company number [UK COMPANY NUMBER].
If a piece you order is only in stock at our studio in India, we will email you before we send it. That piece is then sent from India and sold by Aquadoir India ([LEGAL NAME OF THE INDIAN BUSINESS]), and it may take longer to arrive: our email gives you the new estimated delivery date. You can choose to go ahead, or cancel that piece free of charge for a full refund.
03Where we deliver
We deliver to almost every country in the world, and every country we deliver to is listed at checkout. We cannot deliver to countries under UK, EU or US trade sanctions (currently Belarus, Cuba, Iran, North Korea, Russia and Syria) or to uninhabited territories.
Our carriers reach most addresses, but a few remote areas may not be served. If we cannot deliver to your address, we will tell you and refund you in full.
04Delivery options and times
| Delivery option | Delivery time after dispatch | Charge |
|---|---|---|
| International Tracked | 7 to 10 business days | Shown at checkout |
| DHL Express | 3 to 5 business days | Shown at checkout |
The arrival window shown at checkout includes the time we need to pack your order. Delivery times are estimates: customs checks, public holidays, weather and carrier delays can add time, especially for pieces sent from India. Free delivery is not available outside India and the UK.
05Delivery charges
The delivery charge for the option you choose is shown at checkout, in the currency of your order, and included in the total you see before you pay. We do not add charges after you place your order. Cash on Delivery is not available outside India.
06Import duties, taxes and customs
Depending on your country, the value of your order and local rules, your parcel may be charged import duties, taxes (such as VAT, GST or sales tax) and customs or carrier handling fees when it arrives. Unless your checkout total shows them as included, these charges are not included in our prices or delivery charges. They are set by your country, not by us, and are paid by you to the carrier or customs authority, usually before the parcel is delivered.
- You are the importer of the goods, and you are responsible for meeting your country's import rules, including providing any identity or tax number that customs or the carrier asks for.
- Our pieces are made in India. Each parcel carries a customs declaration with the true contents, value and country of origin, as the law requires. We cannot mark orders as gifts or declare a lower value.
- For an idea of what you may pay, check with your country's customs authority or with the carrier before ordering.
- Import charges are collected by your country, not by us, so we cannot refund them. If you return an order, you may be able to reclaim them from the carrier or customs; we will give you any documents you need.
07Dispatch and tracking
- Every piece is inspected and packed by hand. We aim to dispatch every order within 48 hours (2 business days) of confirming it.
- You receive an order confirmation email when you place your order, and an email with your tracking details as soon as your parcel is on its way.
- If your order contains several pieces, they may arrive in more than one parcel.
- To change your delivery address, email us before your order is dispatched.
08Refused, undelivered and returned parcels
If a parcel cannot be delivered because the address was incorrect, it was not collected, or import charges were not paid, the carrier returns it to us or, in some countries, customs may hold or dispose of it. If you refuse a parcel or do not pay the import charges, we treat it as a cancellation. We refund you once the parcel is back with us, as set out in our Returns & Refunds Policy. Please check your address and phone number carefully at checkout.
09Late or missing deliveries
Unless we agree a different date with you, we will deliver your order within 30 days of confirming it. If your order has not arrived by the end of the window shown at checkout, please contact us and we will chase it for you. If we cannot deliver within 30 days, or within a further reasonable period that you set, you can cancel and receive a full refund, including the delivery charge.
If tracking shows your parcel as delivered but you have not received it, please tell us within 7 days so we can investigate with the carrier.
10Ownership and risk
Your order is our responsibility until it is delivered to you. If it is lost or damaged before then, we will replace it or refund you in full. The pieces become yours once they are delivered and paid for.
11Contact us
Questions about a delivery? Email care@aquadoir.com or call +44 7442644643 with your order number. We reply within 48 hours.
- SELLER (MOST ORDERS)
- [UK COMPANY NAME], trading as Aquadoir
Company number [UK COMPANY NUMBER]
[UK REGISTERED OFFICE ADDRESS] - SELLER (ORDERS SENT FROM INDIA)
- Aquadoir India ([LEGAL NAME OF THE INDIAN BUSINESS])
[REGISTERED ADDRESS], Ahmedabad, Gujarat, India - CUSTOMER CARE
- care@aquadoir.com
+44 7442644643 - PRIVACY CONTACT
- care@aquadoir.com (subject: "Privacy request")
- EU REPRESENTATIVE (GDPR ART. 27)
- [EU REPRESENTATIVE NAME AND ADDRESS]
- EU RESPONSIBLE PERSON (PRODUCT SAFETY)
- [EU RESPONSIBLE PERSON NAME AND ADDRESS]