FAQs
SHIPPING
DOES AGUARIVA SHIP WORLDWIDE?
Yes! Contact us via aguarivaswimwear@gmail.com to proceed with an International delivery
LOCAL SHIPPING
Metro Manila: 1 - 2 business days after payment (Monday and Wednesday only)
Provincial: 2 - 5 business days after payment (Monday and Wednesday only)
For special shipping arrangements, kindly e-mail your request to aguarivaswimwear@gmail.com.
These requests may be arranged but will be approved on case-to-case basis.
INTERNATIONAL SHIPPING
Please allow up to 3-10 business days after payment.
DO YOU OFFER SAME DAY DELIVERY?
Yes, for Metro Manila orders only.
Add it on the notes of your order or send us whatsapp via +63 917 779 0033 with your order number and request for same day delivery.
I ENTERED THE WRONG ADDRESS ON MY ORDER. HOW CAN I UPDATE IT?
If you have entered an incorrect shipping address on your order and your order has not been shipped, please contact us via whatsapp +63 917 779 0033 with your order number and request for change of delivery address.
HOW CAN I TRACK MY ORDER?
Once your order has been shipped, you will be sent an email confirmation containing a tracking number and link. Please allow up to 48 hours for updates to appear on the tracking page after the notification.
WHAT SHIPPING CARRIERS DO YOU USE?
We currently partner with LBC for all domestic deliveries, and DHL Express for all international deliveries outside of the Philippines.
WHAT PAYMENT METHODS DOES AGUARIVA ACCEPT?
We accept online payments through our integrated checkout via Paypal.
We also accept offline payments via Bank of the Philippine Islands (BPI) and Banco De Oro (BDO)
RETURNS
WHAT IS YOUR RETURNS POLICY?
Please ensure your item/s are eligible to be returned and meet our conditions of return. Items must be returned in their original condition, with all original tags and hygiene stickers still attached and within 21 days of the purchase date. Items purchased as ‘Final Sale’ cannot be returned.
HOW DO I SUBMIT A RETURN REQUEST?
To return your item/s, please send us an email with complete photos and explanation via aguarivaswimwear@gmail.com
If your item/s meet the conditions of return, we will process a return/exchange.
WHEN WILL MY RETURN BE PROCESSED?
Returns may take up to 7 to 10 business days from the date of delivery to be assessed and processed by us. Once your return or refund has been processed, you will receive a notification via email.
WHEN WILL I RECEIVE MY REFUND?
If your returned item/s are eligible for a refund, please allow up to 7 to 10 business days from the date of delivery for the returned item/s to be assessed and processed by us. Refunds will be processed via the original payment method used to place the order. Depending on your payment method and financial institution, please allow up to 10 business days for the refunded amount to be reflected at your end. We recommend checking with your payment provider for more information on their current processing times.
CAN I EXCHANGE AN ITEM?
We currently offer exchange for items that have not yet been dispatched. If the order has been dispatched, we can only return if the item/s are eligible to be returned or exchanged.
WHO COVERS THE COST OF RETURN?
Customers will be responsible for any shipping and handling charges to return any unwanted items. We currently do not provide prepaid return labels, so you will need to organise this with your local courier.
CAN I RETURN A SALE ITEM?
Sales items that are marked down and not purchased as ‘Final Sale’ can be returned for a refund or store credit.
Items marked as ‘Final Sale’ cannot be returned and are not eligible for refund, store credit or exchange, unless the items are deemed faulty.
CAN I RETURN AN ITEM PURCHASED USING A DISCOUNT CODE?
Items purchased using a promotional discount code (including our first order welcome offer) are eligible to be returned for a refund or store credit equal to the returned item’s value, unless the item was purchased as final sale.
CAN I RETURN AN ITEM PURCHASED FROM A STOCKIST?
We do not accept returns for items purchased through one of our stockists. Please contact the retailer directly or visit their website for their full returns policy.
Shoot us a message, we'll see what we can do.
ORDERS
CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?
Unfortunately, we are not able to change your order once it is placed. Please choose your items carefully and ensure all shipping information is full and correct before placing your order. If you need assistance with an order error please contact us via whatsapp +63 917 779 0033 with your order number and request.
CAN I CANCEL AN ORDER AFTER IT HAS BEEN PLACED?
If you are wanting to cancel an order, please contact us via whatsapp +63 917 779 0033as soon as possible after it has been placed. Our team processes and ships orders out daily and we cannot guarantee that the request can be made.
I HAVE RECEIVED A FAULTY ITEM.
Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault Aguariva will replace the item or refund the cost as long as it has been returned to us within 21 days of the purchase date. Please contact us via aguarivaswimwear@gmail.com as soon as possible after receiving your order so we can guide you through the next steps and returns process. Please provide our team with photos clearly showing the defect or fault and a brief description for a preliminary assessment.
I HAVE RECEIVED INCORRECT OR MISSING ITEMS FROM MY ORDER.
If you are missing items from your order or have received incorrect items, please contact our team via aguarivaswimwear@gmail.com
You will need to provide your order number, name and details of the missing or incorrect item/s. Our team will look into the issue as quickly as possible.
PRODUCTS
ARE YOUR PRODUCTS SUSTAINABLE?
We are committed to creating thoughtfully produced and socially responsible garments that you can feel great about wearing on the inside and out.
Every decision we make aims to minimize our environmental impact.
We use certified fabrications and conciously choose materials with a lower environmental impact.
Packaging is always going to add extra impact, but we wnat aguariva to be as minimal as possible by using biodegradable compostable packaging products.
DO YOU HAVE ANY STOCKISTS?
You can find us in the ff locations:
KUDO SURF SHOP - Siargao Island, Philippines
SHADO SURF SHOP - Siargao Island, Philippines
SAN JUAN SURF SHOP - La Union, Philippines
HOW DO I CARE FOR MY GARMENT?
Our garments are hand-made, hand-dyed and hand-printed in the Philippines. Due to this hand-made process each piece is unique and there can be slight irregularities in the print and colour of the garment.
To extend the longevity of your Aguariva piece whilst caring for the environment please follow these instructions: Hand-wash in cold water or use lower temperature washes and delicate spin cycles. Avoid bleach and use environmentally friendly detergents. Avoid tumble dry and hang dry where possible. This saves electricity and avoids fibre degradation. Cool iron when needed.
These care processes are more gentle on the garments and help to protect the colour, shape and structure of the fabric whilst reducing the amount of energy used. Each piece will have specific care instructions found on the label inside the garment. Please ensure these are carefully followed.
TERMS AND CONDITIONS
By submitting an order, you agree to be bound by these terms and conditions.
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We reserve the right to cancel orders at any time.
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Prices and products are subject to change at any time without notice.
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If an order has already been dispatched we will not be able to exchange the product.
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Dispatch and delievery dates are provided as a guide only. We take no responsibility for any failure to deliver products within the expected delivery time.
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Colors depicted should be used as a guide only as some fabrics and materials may appear different depending on lighting conditions resulting in color variations shown on the website.
NEED HELP WITH ANYTHING? Contact us at aguarivaswimwear@gmail.com