Customer service

FAQ

How do I know where my parcel is?

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".

My parcel, plant or article arrived damaged.

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.

I have a problem with the payment of my order.

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.

How are your parcels prepared?

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.

I can't find an item on your website. Can you order it for me?

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.

How can I collect my order from the depot?

Orders can only be withdrawn on appointment by contacting us by email or by writing to us on Messenger.

Can I receive my order during the weekend?

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plants) in a relay point, you have 24 hours to collect it, otherwise our guarantee for the freshness of the plants is no longer valid.

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