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FAQ

Product

How should I store my products?

We recommend to store all your AquaGem products at the room temperature in a dry place, where there is no direct sunlight.

What is your products shelf life?

Please check the back of the bottle/jar/container/carton packaging for a period-after-opening-date (PAO) that indicates for how long the product could be used after opening.

Are your products vegan/cruelty-free/safe for pregnancy/organic?

All our products are Vegan and Cruelty-free. However, please consult with your practitioner if pregnant or breastfeeding. Most of our ingredients are ECOcert certified as organic.

If the product is out of stock, will it be available again?

Yes, most of our products will be back in stock if they are not discontinued. In order to stay updated, please subscribe to our newsletter and you will be notified when the product comes back in stock. You will also receive a 10% discount on your first order when subscribing.

Manufacturing

Are your products made in EU?

Yes, all our products are made in United Kingdom and comply with EU legislation.

Shipping and returns

Where do you ship?

At this time we ship within UK and EU as well as to North America and Canada.

What shipping options do you offer and what do they cost?

Please refer to the delivery options section at the checkout

Can I change or cancel my order once it has been placed?

Yes, you can make amendments to your order until it has been shipped and you have received shipping notification. Please login to your account to cancel the order or make changes to your delivery address. However, if you have checked out as a guest, please contact us soon as possible by going to contact us page

What if my order arrives damaged?

If for some reason your order arrives damaged, please refer to our Returns and Refunds page. We will place a new order for you which will cover the shipping costs, after you have followed our “Returns procedure”.

How do I return or exchange the product?

If for some reason you are not totally satisfied with your AquaGem purchase, you have 14 working days to make a return. Please contact us page. If your product is unopened and unused, we will happily exchange it for a product with the same value or will provide a full refund excluding the shipping cost. Please note that refunds take up to 21 working days and will be paid back to the card which has been used to make the purchase.

Do I need to pay shipping costs for return?

In the cases where you are not totally satisfied with your purchase and just want to make a return or exchange the item, you will have to cover shipping costs. In cases where the products have arrived damaged, we will be covering shipping costs.

For our partners

Are you hiring?

At AquaGem skincare we are constantly looking for talented individuals who are willing to join our team and make a positive impact on our business. If you believe that you might be a great fit for AquaGem, please do not hesitate to contact us using contact us page and we would love to chat.

Do you have affiliate program?

Yes, we do. We love to collaborate and achieve our goals together, so please contact us using the contact us page and we will be able to discuss what we could offer.

Are you interested in collaboration regarding environmental protection/with charity?

At AquaGem we really care about sustainable business practices and are always in search for meaningful collaborations, especially those that have a positive impact on the environment. In order to discuss our capabilities and propose your ideas, please contact us using the contact us page and we will be more than happy to work from there. Please also do not hesitate to check out our sustainability page, to see what we are currently working on, and what amazing projects we support.

Animal Testing

Does Aquagem Skincare or any third party test their ingredients (or finished product) at any point of manufacturing the product on animals?

No. At AquaGem we have a very strict stance on animal testing. None of our ingNo. At AquaGem we have a very strict stance on animal testing. None of our ingredients or finished products are being tested on animals. We also make sure that none of our suppliers, manufacturers or other partners are involved with animal testing. We carefully select and monitor our supply chains and hold to our promises. If you would like to know more about out brand’s philosophy please check our philosophy page, where you will be able to find all the necessary information.

Are you owned by the company that has a practice of animal testing?

Aquagem skincare is a limited company and is not owned by any other company. Our company is not in any way involved with animal testing nor distribute any products to the countries where such testings are mandatory. Please refer to our philosophy page to find out more information on this matter, or alternatively use contact us page to discuss things further.

Payments

Which forms of payment do you accept?

Currently we accept payments made by PayPal, Visa, MasterCard and American Express. Please contact us if you have any issues with making a payment.

Do you have discounts or promo codes?

Yes, we do, and we love to see our customers using them. In order to receive discount or promo codes we kindly ask you to subscribe to our newsletter. We will also keep you updated on our new product launches, sales and offers. Feel free to unsubscribe at any point if you no longer wish to receive any emails from us and refer to section 8 of FAQ in order to do so.

Can I use multiple promo/discount codes?

Unfortunately, at the present moment you will be only able to use one promo/discount code per purchase.

Account

Why would I need to register an account?

Registering an account with Us will make your shopping experience smoother and more time efficient. You won’t need to fill out all your details to make a second purchase and will be able to see your past orders at one place. It will also enable you to see updates on your order and leave reviews on our website.

I am having trouble with logging into my account, what should I do?

If for some reason you are experiencing issues with logging into your account please try to reset your password by clicking “forgot your password?” option. You will then receive an email that with explanation on how to reset your password. If that still doesn’t work, please do not hesitate to contact us using contact us page and we will be able to resolve your issue.

How to unsubscribe from AquaGem newsletter?

If you wish not to receive any emails from AquaGem skincare anymore, please open the most recent email we have sent to you and scroll to the bottom of it. You will then be able to see the “Unsubscribe” button. Click on it and you will be automatically excluded from our newsletter. Alternatively, if you have an Account with us you can also unsubscribe by logging in and accessing “My Account Information” section. Simply click on unsubscribe button and you won’t be receiving any newsletter from us.

How to cancel my AquaGem Account?

We will be sad to see you go, however, if you would like to permanently delete your Account with AquaGem please login and go to “My Account Information” section. At the bottom of the page you will be able to see – “Delete my Account” button. Please follow all the steps and your account will be terminated. You will always be able to open an Account with us again by using the same email address.

How information that I share is being used?

At all times we will only share your information within our company for our business purposes as well as third parties who will be performing contractual services for us. At no time we will be sharing your information for any other purposes nor we will ever be selling your information to any parties. In order to find out more, please refer to our terms and conditions page and you will be able to find all necessary information. Please also do not hesitate to contact us directly if you have any further questions by using contact us page.

Still have any questions? We are always happy to help you:

Email us at info@aquagembeauty.com

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