Shipping policy

1. Order Processing

All orders are processed within 1–2 business days (excluding weekends and public holidays). Once your order is confirmed, you will receive an email with your order summary. When the item is shipped, you’ll receive a tracking number to monitor your delivery in real time.

If we experience a high volume of orders or a temporary stock delay, processing may take an additional 1–3 business days. We always notify customers by email in such cases.

 

2. Shipping Times

Estimated delivery times vary depending on your location:

  • United Kingdom: 5–10 business days
  • European Union: 7–12 business days
  • United States & Canada: 7–14 business days
  • Asia & Oceania: 10–15 business days
  • Rest of the world: 15–20 business days

⚡ Note: Delivery times may vary slightly due to customs inspection, international logistics, or public holidays.

 

3. Shipping Rates

  • Free worldwide shipping for all orders over £150 / €170 / $180.
  • Orders below that amount are subject to standard shipping fees calculated at checkout.
  • Express shipping options may be available at an additional cost.

 

4. Tracking Your Order

Once your order has been dispatched, you will receive an email containing your tracking number and a direct link to the carrier’s tracking page. Please allow 24–48 hours for tracking updates to appear.

If you haven’t received tracking information within 5 business days of purchase, please contact us at support@living-aqua.com.
support@alive-aqua.com.


5. Shipping Methods

We offer a variety of shipping methods to suit your needs. The available shipping options, delivery times, and costs will be displayed during the checkout process. Please note that we may occasionally select a similar shipping method that offers better delivery performance, even if you choose a specific option at checkout.

 

6. Customs, Duties & Taxes

All international orders may be subject to import taxes, duties, and customs fees. These charges are not included in the item price or shipping cost and are the responsibility of the buyer.

Living Aqua is not responsible for any delays caused by customs clearance or for any additional fees applied by your local customs authority.

 

7. Damaged, Lost or Delayed Packages

We take great care to ensure all products are securely packed before shipping. However, if your parcel arrives damaged, please contact us within 7 days of delivery with clear photos of the product and packaging.

If your package has not arrived within 30 days, please contact our support team and we will investigate or issue a replacement / full refund.

 

8. Wrong Address Disclaimer

It is the responsibility of the customer to provide the correct shipping address at checkout. Once an order has been shipped, we are unable to change the address. If you entered an incorrect address, please contact us within 12 hours of placing the order.

 

9. We do not provide shipping protection for the following:

  • Incorrect/invalid address: If the address provided by you is incomplete or incorrect, you will be responsible for redelivery or missing parcel fees.
  • Delays in transit: We cannot control transit delays, especially during busy periods or due to unforeseen circumstances.
  • Unfulfilled or unshipped orders: We cannot be held liable if your order is marked unfulfilled or unshipped due to pre-order status or a high-volume period (e.g., holidays).
  • Customs delays for international orders: We cannot be held responsible for customs delays or additional charges. Please contact your carrier for more details. If you refuse to pay customs fees, you will be responsible for any return-to-sender fees, which will be deducted from any refund.
  • Customs destruction of parcels: If your order is destroyed by customs because you failed to retrieve it, it will not be eligible for a refund.
  • Unsellable returns: If you return items in an unsellable condition, we cannot process a refund or exchange.
  • Left outside property: If you request delivery to an unsecured location (e.g., left outside), any missing items will not be eligible for a claim, as per carrier terms and conditions.
  • Product dissatisfaction: Evolv Shipping Protection is not a product replacement plan. If you are dissatisfied with a product, please request a return or exchange within our 45-day return period.

 

10. Your Legal Rights

Nothing in this Shipping Policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

 

11.  Contact Us

If you have any questions about your shipment or need help tracking your order, please contact our team: support@living-aqua.com.
support@alive-aqua.com.

We aim to respond within 24 hours on business days.