FAQs

General Questions

What if my order hasn’t arrived?

If the item is in stock it will be delivered within 7 days for destinations in the UK, 7 to 15 days in Europe, and up to 28 days in the rest of the world. If after this time you have still not received your order, contact our Customer Service Department quoting your Order Number:
Email: info@aquanatural.co.uk
Telephone: +44 (0) 1933 441818

There’s a problem with a delivery I’ve received

Please contact our Customer Service Department quoting your Order Number:
Email: info@aquanatural.co.uk
Telephone: +44 (0) 1933 441818

You sent me a damaged or defective item

If the item is either faulty or damaged please contact our Returns team, quoting your Order Number, and they will arrange for a replacement or refund:
Email: info@aquanatural.co.uk
Telephone: +44 (0) 1933 441818

I haven’t received everything I ordered

Please note that if you ordered more than one item, your order may be despatched in more than one package; therefore you may not receive your whole order on the same day. You will receive an email notification when those items have been despatched. If the contents of the package delivered does not match the accompanying advice note please contact our Customer Service Department, quoting your Order Number:
Email: info@aquanatural.co.uk
Telephone: +44 (0) 1933 441818

You sent me the wrong items

If items have been supplied in error please contact our Customer Service Department, quoting your Order Number:
Email: info@aquanatural.co.uk
Telephone: +44 (0) 1933 441818

Can I exchange an item?

Yes you can. Simply return it to us in its original condition, enclosing your invoice, within 30 days from date of invoice. On receipt we will issue a full refund for the price you paid for the item. You can place a new order online or contact our Customer Service Department who will be happy to do it for you.
Email: info@aquanatural.co.uk
Telephone: +44 (0) 1933 441818

What is your returns policy?

We operate a ‘no-quibbles’ guarantee, which means that if for any reason you are unhappy with your purchase, simply return it to us in its original condition within 30 days from date of invoice. We will issue a full refund for the price you paid for the item.

How to return an item

To return an item, please pack the item securely, enclosing the order form. For your own protection we recommend that you use a recorded-delivery service. This returns policy does not affect your statutory rights. For further advice contact our Returns Department:
Email: info@aquanatural.co.uk
Telephone: +44 (0) 1933 441818

What are my rights under the Distance Selling Regulations?

Under the Consumer Protection (Distance Selling) Regulations you may cancel your order for any reason within seven working days following the day on which you receive the goods. We regret that this does not apply where sealed audio and video recordings or software products have been unsealed.

Please ensure that the goods are returned in their original condition.

You should notify us by e-mail. Post the securely packaged goods back to the Returns Department straight away using a recorded delivery service.

We will reimburse you in full on receipt of the returned goods in our warehouse. You will, however, be responsible for the costs of returning the goods to us (unless these goods are faulty or have been delivered by us in error).

How do I “return” an online product?

Fees and charges for online products are non-refundable. You will not have the right to cancel your order under regulation 10 of the Distance Selling Regulations 2000 once the supply to you of the service has begun with your agreement. You agree that the supply to you of the service may begin before the expiry of the cancellation period given by those Regulations.

When do I get my refund once I’ve returned an item?

Your credit card will normally be refunded within 5 days of your return being received in our warehouse.

Product Related Questions

What is sugaring?

Sugaring is the ancient art of hair removal which has been tried-and-tested by women over thousands of years. In Eastern cultures such as India, Africa and the Orient), the art is passed down from mother to daughter. In these traditions, the ritual of hair removal is strictly observed for hygiene purposes – and sugaring is used on every zone of the body, effectively tackling even the darkest hair. What makes Sugar StripEase special? Sugar StripEase is a new twist on an ancient product, featuring the optimum blend of pure sugar syrups for absolute ease of application and easy, fast, pain-free hair removal.

How do I use Sugar StripEase?

Simply heat the jar in a microwave for 60 seconds. The jar then retains the heat so that you have plenty of ‘playtime’ to apply the product to the areas you wish to blitz. Then smooth the pliable paste onto skin using the spatula, and press the strips over the sugar, then whisk off the fabric strip to reveal ultra-smooth skin underneath. (You can then wash the strips to reuse, in future.). You can watch the instructional video here or download our instructional leaflet

Will I still get in-grown hairs with Sugar StripEase?

No you will not. Unlike most hair removal systems, Sugar StripEase eliminates the risk of in-grown hairs, because regrowth will always be in its natural direction.

What about the problem of stinging which I have experienced with sugaring before?

Traditionally, sugaring products were blended with lemon juice. However, Sugar StripEase is formulated without the lemon juice to avoid any risk of skin irritation. This leaves the skin with the same smooth finish as with any other sugaring product.

Does it smell?

It does….. but it smells great! Being made from just sugar and water with no chemicals or additives, the product has that wonderfully natural syrupy smell to it.

I’ve read a lot about ‘hair-minimising products’. Shouldn’t I be using those?

The good news is that if sugaring (as opposed to other forms of hair removal) is started early, it actually helps to diminish hair growth so that future treatments are needed, as we get older. So if you like, sugaring is the original hair-minimising’ product!

How long does a Sugar StripEase jar last?

It depends on which body parts you are using the product on, but we estimate that a jar should do about three pairs of half legs. If you are just using it for eyebrows, underarms other smaller areas it will of course last for quite a few treatments.