FAQ

There are two ways:

1) you have a "guest account" and therefore do not have an AquaBota customer account. Only the email from GLS with the tracking link will allow you to track your package.

2) you have a "customer account" and are registered on our website. You therefore have an AquaBota customer account.

All you have to do is log in to your account and go to the section "History and details of my orders", then click on the button "Details of the desired order" and go to the section "Carrier tracking number".

Ouch! It's never nice to end up with an item damaged.

If you see that the parcel, plant or article has been damaged, take photos (or videos) of it and send them to us at sales@aquabota.com.

For plants we ask you to take two photos (one photo of the closed bag and one of the open bag).

Please note that you have 24 hours, as soon as you receive your parcel, to send us a possible complaint.

After this time, any complaint will be refused.

All bank cards are accepted by our online payment platform, Mollie.

Nevertheless, it is possible that a problem may occur during payment.

A payment error email will be sent to you.

You will have two options:

1) try again by clicking again on "order".
2) contact us so that we can send you a new payment link.

All our parcels are prepared with the utmost care and under video surveillance to ensure that there are no problems with your parcel.

Our plants are lovingly packed and can last for 7 to 10 days without any worries in your parcel.

Absolutely! Send us an email at sales@aquabota.com and we will do our best to order your article. Please note that delivery times will be longer as we do not have the item in stock.

Orders can only be withdrawn on appointment by contacting us by email or by writing to us on Messenger.

Our carriers do not work at weekends, except in exceptional cases. But you can ask to put your parcel in a relay point. The relay points are open on Saturdays.

WARNING: if you put your parcel (containing plants) in a relay point, you have 24 hours to collect it, otherwise our guarantee for the freshness of the plants is no longer valid.

We always pass on your request to the final warehouse, which takes care of the delivery.

The carrier is not always able to tell you the exact time your package will be delivered.

This depends on the number of parcels to be delivered, the weather conditions and the traffic on the road.
 
If you are not sure whether you will be there to receive your parcel, you can put your parcel in the relay point of your choice.
 
Delivery of plants in France: Our packages leave our warehouse on Mondays and Tuesdays.

We are not able to provide you with the exact day of delivery of your parcel before it is processed by the first French warehouse (usually 24 hours after leaving our warehouse).

We cannot therefore guarantee that your parcel will be delivered on the desired day.

However, you can ask for your parcel to be placed in a relay point so that you can pick it up at the desired time.

A first delivery will automatically be made to your home. The same evening, you will receive an email from the carrier in order to choose a new delivery date or a warehouse in a point relay of your choice.

We do not deliver to the French Overseas Departments and Territories or to Corsica because of the high cost of transport from Belgium.

The general preparation time for an order is 24 to 48 hours, depending on the number of orders.

ATTENTION: specific case!

Orders containing plants that are placed from Tuesday afternoon to Sunday evening will be shipped the following week.

Orders containing aquariums, terrariums or very fragile items take longer to prepare: expect between 48 and 72 hours.

First of all, our After Sales Service will check whether the breakdown is caused by a lack of conformity of the product or by a lack of use or misuse on the part of the customer.

In the event of a lack of conformity and depending on the extent of the defect, the equipment will be repaired or exchanged in agreement with the product manufacturer.

The average repair time in AquaBota's workshop is 3 to 5 days, depending on the current flow of cases.

The average repair time at the manufacturer is 7 to 15 days, depending on the current case flow and after the manufacturer has received your product.

If the product is found to be functional: it will be returned at the customer's expense.
The product will be kept by the After Sales Service until the payment of the return transport costs has been made by the customer.

If the problem is due to misuse on the part of the end customer: an estimate including the repair and the return transport costs will be drawn up and sent to the customer.

The repair work will be carried out after the customer has agreed to it by returning the estimate with the mention "good for agreement" accompanied by the payment.
 

The average repair time in AquaBota's workshop is 3 to 5 days, depending on the flow of files in progress.

The average repair time at the manufacturer's is 7 to 15 days, depending on the flow of files in progress and after the manufacturer has received your product.