Frequently asked questions

    Technical issues
    ----------------------------------------------------------------
    Cookies section
    ----------------------------------------------------------------
    An error message appears when I try to check out. What should I do?
    Make sure your browser accepts cookies. Otherwise the shopping cart feature cannot remain active. Click on your browser’s “Help” menu for information on cookies.
    My shopping cart only accepts one item or it gets deleted. What have I done wrong?
    Change the security settings on your browser so cookies can be accepted. Click on your browser’s “Tools" menu, then on “Options” and then “Advanced Privacy”. The settings can be changed in this section. If you need more information, go to your browser’s “Help” menu.
    What are cookies?
    A cookie is a piece of information saved on your hard drive when you visit a website as requested by the server of the page. It is a common process and used by nearly all online shops. Many actions can be carried out thanks to this stored information. For example, making a purchase: the user can put several items in their shopping cart and continue browsing the site safe in the knowledge that these items will not be deleted.
    Why does Aquastanding use cookies?
    When accessing the Aquastanding shop, a cookie is permanently installed in order to safely store the content of your cart during the shopping process. A permanent cookie is stored as a file on your computer and remains there until the browser is closed or the history is deleted. The cookie will be read again next time you visit the site. Without this permanent cookie you could not save any products in the shopping cart and, therefore, would not be able to make any purchases. Remember that the cookie installed by Aquastanding is only used for the shopping cart to function. No other type of information is stored about your purchase.
    How to I get my browser to accept cookies? In this section we recommend changing the text to English.
    · Microsoft Internet Explorer, 7.0 At the top of your browser in the menu bar:

    1. Click on Tools, then on Internet Options.

    2. Click on the Privacy tab.

    3. The default setting is medium, allowing for cookies to be accepted. If you would like to change this option, move the cursor up or down to obtain the preferred setting. If the default setting is Custom, click on Advanced and select Accept Cookies.

    4. For personalised changes, click on Settings. In the new window, enter the address www.aquastanding.com in the Website Address field and click on Accept or Add. Close this window by clicking on Close. 5. Click on Ok.

    · Mozilla

    At the top of your browser in the menu bar:

    1. Click on Edit, then on Preferences.

    2. Click on the Privacy and Security section and then on the Cookies tab.

    3. Check that the option Allow sites to set Cookies is selected (the default setting), or you can decided which cookies should or should not be accepted. Do to this, click on the other option that appears to edit cookies.

    4. Click on Ok.
    Firewalls and security certificates section
    ----------------------------------------------------------------
    Purchases on Aquastanding - simple, safe and fast.
    Placing an order on Aquastanding is simple, fuss-free and fast. When choosing to pay by card you will be re-directed to the bank’s secure server, which uses the SSL (Secure Socket Layer) security system.
    The following error message appears when I place my order: “Your shopping cart is empty”. What have I done wrong?
    If you are accessing the site from a business network and firewalls are being used, make sure that gate 44 is open for SSL connections. Since there are many different types of firewall, we cannot give detailed instructions for installing your firewalls. For this, please refer to the documentation for your firewall or contact your system administrator for more information.
    My browser says the security certificate has expired. Why?
    Security certificates have an expiry date, therefore it is important to check your computer’s date settings are correct. Otherwise, you may not be able to view SSL pages. Ensure that the date and time displayed on your computer are correct.
    An error message appeared after placing my order. Was my order received?
    If this occurs, contact our customer services to confirm that your order has been correctly received.
    General information about browsers.
    ---------------------------------------------------------------- Our website can be read by all commonly used browsers. However, using older browser versions could create problems for displaying the design and functions of our website.

    As such, for correct display of the Aquastanding website, we recommend installing Internet Explorer 7.0+ or the latest versions of Opera, Firefox, Google Chrome or Safari.

    Warning:

    You are responsible for installing these versions on your computer. Aquastanding shall in no way be held responsible for any damages to arise from installing and using your browser.
    Cache
    ----------------------------------------------------------------

    · Since our website and, most importantly, our shop is continuously updated, we recommend configuring your browser’s cache accordingly so you can always view the most up-to-date version of our offers.





    Below we will explain how to change your settings, using various browsers as examples: it is advisable to edit the text in English.



    Internet Explorer 7+ (or higher)

    1. Open the Tools menu and select Internet Options.

    2. The General tab should appear - in the section Temporary Internet Files, click on Settings.

    3. In the section Check for Newer Versions of Stored Pages, select Every Visit to the Page.

    4. Click on Ok twice.

    Mozilla version 1.7

    Open the Edit menu and select Preferences.

    1. Click on Cache in the Advanced category.

    2. In the section Compare the Page in the Cache to the Page on the Network, active the Always option.

    3. Click on Ok.

    For other browsers, check the Help section on the menu bar. - Why do I need JavaScript?

    1. It is possible to browse our website without the Java or JavaScript programme. However, we recommend activating the JavaScript option in order to enjoy the full benefits of our site.

    Examples of how to activate JavaScript on your browser: editing the text in English is advisable.

    Microsoft Internet Explorer

    1. In the Tools menu, click on Internet Options.

    2. Click on the Security tab.

    3. Make sure the Internet option is selected. Then, click on Custom Level.

    4. Click on the Settings section and select the option Enable Active Scripting.

    5. Click on Ok twice.

    Mozilla version 1.7 PC

    1. Enter the Edit menu and select Preferences.

    2. Click on Advanced and select Script & Plugins.

    3. The option Enable JavaScript for Navigator should be activated. If not, click on Ok.

    For other browsers, check the Help section on the menu bar.



    - Others.



    1. Why does the outer edge of the image not appear on the page?



    The shop display can vary depending on your screen resolution. The higher your resolution, the better the appearance of the various pages.
    Your order and the terms and conditions of delivery and payment.
    ---------------------------------------------------------
    Can various orders be grouped together as one?
    Once you have received confirmation of your order, it cannot be combined with others or amended in any way. You can only add items to your order or group various orders together if you have chosen to pay by bank transfer and the transfer has not yet been made. If you have chosen to pay by credit card, regrettably it is not possible to make changes to your order.
    Can I change an order after it has been placed?
    Once you have received confirmation of your order, no changes can be made. You can only add or remove items from your order if you have chosen to pay by bank transfer and the transfer has not yet been made. If you have chosen to pay by credit card, regrettably it is not possible to make changes to your order.
    Can I cancel my order?
    An order can only be cancelled if it has not been dispatched, if it has already been sent the cancellation becomes a return and you must pay the return shipping costs. In order to cancel an order, you must complete the “Incidents, exchanges and returns” form. If you have already paid for the order a refund will be issued via the same method used to make the payment and within seven working days of completing the form.
    Can I place an order by telephone?
    No, order can only be placed through our website.
    Will I receive confirmation of my order?
    Yes, once your order has been successfully processed, you will receive email confirmation of the same.
    Once my order has been dispatched, can I track it?
    Yes, when your order has been dispatched we will send you an email indicating the issue no. and the agency used to make the delivery. From then and with this issue no. you can track your order by using the search tool located on the left-hand side of our website.
    Will I be notified when my order has been dispatched (shipping confirmation)?
    Yes, on the same day as your order is dispatched you will receive an email indicating the agency being used, the amount of parcels and the issue number of the shipment.
    Can I view my order online (customer account)?
    Yes, you can check the status of your order at any time by simply signing in and accessing your previous orders. Within each order you can check the status of the same, as well as the status of each item included in the order.
    How do I place an order?
    To purchase any of our products you must register as a user on our website and make your purchases through the same. You can view these steps on the following link, click here.







    Can I view the status of my order?
    Yes, you can review all your outstanding orders from your user account in “previous orders” where you can check the status of the order and of the items included in the same.
    How many parcels will be delivered?
    On the same day as your order is dispatched you will receive an email indicating the agency being used, the amount of parcels and the issue number of the shipment.
    How can I find out the status of my delivery?
    Contact our Customer Services by using the online contact form, http://www.aquastanding.com/Consulta.html, indicating your order no. in the corresponding box.
    I have received an incomplete delivery. What should I do?
    Please first check you have received all the parcels that were confirmed for delivery. If after doing this you find the delivery is incomplete, contact us by using the online contact form, http://www.aquastanding.com/Consulta.html, indicating your order no. in the corresponding box.
    I have received a faulty item. What should I do?
    Contact our Customer Services by using the online contact form, http://www.aquastanding.com/Consulta.html, indicating your order no. in the corresponding box.
    I have placed an order and after the indicated delivery time it still has not arrived. What should I do?
    Please check our “Delivery times” on the following link (click here) and contact our Customer Services by using the online contact form, http://www.aquastanding.com/Consulta.html, indicating your order no. in the corresponding box.

    I have received the wrong item. What should I do?
    Contact our Customer Services by using the online contact form, http://www.aquastanding.com/Consulta.html, indicating your order no. in the corresponding box.
    There is no invoice in my parcel. What has happened?
    You will receive an invoice by email over the new couple of days. If this does not happen, please contact our Customer Services by using the online contact form, http://www.aquastanding.com/Consulta.html
    I have received the wrong invoice. What should I do?
    Contact our Customer Services by using the online contact form, http://www.aquastanding.com/Consulta.html, indicating your order no. in the corresponding box.
    How much are the shipping costs?
    Aquastanding uses two courier services: MRW and DHL. The total delivery costs are calculated using a formula that includes the weight, volume and delivery zone of the product. To calculate the delivery costs of any of our items simply add them to your basket and select the delivery zone, a breakdown of the final price will appear and you can also print out this quote. You can view these steps on the following link, click here.

    How long does shipping take?
    A “usual” delivery time is given for each of the items in our catalogue, except for those listed as “Special order”, please check delivery times for this type of item.



    The delivery time for your order is determined by the item with the longest delivery time. At Aquastanding, we do our best to comply with the indicated delivery times, however at times these can vary. In this event, arrangements would be made with the customer.
    Which courier service is used for deliveries?
    Deliveries are carried out by MRW for parcel services within mainland Spain and by DHL for delivery of palletised goods within mainland Spain and for all deliveries to the rest of the European Union.
    What should I do if I am out when delivery is made?
    DHL: If you are out when delivery is made, the DHL courier will leave a note which you should take to your local collection point to collect your delivery within the next 7 days or you can contact DHL to arrange a second delivery.

    MRW: If you are out when delivery is made, the MRW courier will contact you by telephone for you to collect your goods from the local collection point or to arrange a second delivery.
    Can my order be delivered to a different address to the invoice address?
    Yes, to do this you must change the delivery details when placing your order, before final confirmation of the same.
    Can I choose how my goods are shipped?
    No, to guarantee secure and rapid delivery, all shipments are carried out by transport agencies. The agency and shipping costs vary depending on the destination and weight of the shipment.
    Can I request delivery on a specific day?
    Yes, providing the date for delivery is after the listed delivery time for the ordered items, in this case you can indicated your preferred delivery date in the comments section of the order.
    What should I do with special order items?
    It’s quite simple, just contact us using the contact form or by telephone and ask for the delivery time of the item, once we have replied you can purchase the item through our on-line shop. In these cases, we only accept payment by credit card or bank transfer.
    Are deliveries made all over Spain?
    We currently deliver to mainland Spain and the Balearic Islands. We do NOT deliver to the Canary Islands, Ceuta and Melilla.
    Are deliveries made all over Europe?
    We currently deliver to the vast majority of EU countries, during the user registration process you will find a list of the countries to which we deliver.
    How can I cancel an order that ,for whatever reason, I no longer need?
    Just as you can make a purchase, you are also entitled to cancel an order if, for whatever reason, it is no longer required and without needing to give us an explanation.

    An order can only be cancelled if it has not been dispatched, if it has already been sent the cancellation becomes a return and you must pay the return shipping costs.

    In order to cancel an order, you must complete the “Incidents, exchanges and returns” form, found in the “Information” section on the left-hand side of our website.

    If you have already paid for the order a refund will be issued via the same method used to make the payment, within seven working days of completing the form.
    Can I return or exchange a product that I have already received?
    Yes, providing no more than seven days have passed from receipt of the same, it is in its original packaging, in perfect condition and has not been used. Remember we DO NOT accept exchanges or refunds for “Special order” items.
    I have received a payment reminder but have already paid. What should I do?
    In this case, please contact our Customer Services to resolve the situation. Please let us know the exact date on which your account was debited. For transfers, please send us the transaction receipt.
    What is the address for returns?
    We manage all returns from our facilities and will send a courier to collect the goods from the address to which they were delivered. You simply need to ensure the goods are safely packaged in their original packaging, in perfect condition and are accompanied by the purchase invoice. Once the goods are correctly packaged, please request a return by using our “Incidents, exchanges and returns” forms.
    What is the time period for returns?
    Goods can be returned within 7 days of receiving the items. To comply with the returns period, simply return the goods or contact our Customer Services by using the “Incidents, exchanges and returns” form.

    Upon receiving the returned goods at our facilities, the sales contract will be cancelled and we will refund the amount paid (minus the delivery and return shipping costs) within the next 7 days. If you paid by bank transfer, please send us your bank details.

    Remember that we cannot issue refunds for “special order” items, we can only accepted exchanges for these items providing they are not porcelain sanitary wares.
    Do I have to pay the return shipping costs?
    Any item purchased on Aquastanding that is not to your liking or that was ordered in error can be returned, providing the return shipping costs are paid by the customer. Aquastanding will only pay the return shipping costs for incorrect or faulty products. To return an item please contact our Customer Services by using the “Incidents, exchanges and returns” form.
    When and how are the return shipping costs refunded?
    If you receive damaged or incorrect goods, Aquastanding will arrange collection of the item/s and pay all collection and return shipping costs. To arrange a return, please contact our Customer Services by using the “Incidents, exchanges and returns” form.

    Upon receiving the returned goods at our facilities, the sales contract will be cancelled and we will refund the amount paid within the next 7 days. If you paid by bank transfer, we will require your bank details.
    I do not like the item I ordered. Can I return it?
    Yes, Aquastanding guarantees the right to return any item, providing it is not classified as “Special order”, within 7 days of receipt of the same. To arrange a return, please contact our Customer Services by using the “Incidents, exchanges and returns” form.
    General questions.
    ----------------------------------------------------------------
    How can I change my personal details?
    In "My Account" you can view and change your personal details (invoice and delivery address, method of payment, etc.).
    How can I change my access details? (email address and password)?
    In "My Account" you can view and change your email address and password.
    I have forgotten my password. What should I do?
    In “Forgotten my password" enter the email address with which you registered on Aquastanding. A few minutes later you will receive your password by email.

    WARNING: Your current password is encrypted and cannot be sent by telephone or in writing.
    Are my personal details protected?
    The security of your personal information is our top priority. We take all necessary precautions to guarantee you secure browsing on Aquastanding.com. This applies to online payments as well as to all personal information you provide.
    How can I find out the final price of an item, including delivery costs?
    As indicated in our conditions of use, VAT and the corresponding delivery costs must be added to all the prices listed in our catalogue. To calculate the final price of any of our items simply add them to your basket and select the delivery zone, a breakdown of the final price will appear and you can also print out this quote. To view these steps, click here.
    Brands
    View all brands
    Customer Service Department
    +34 962 893 103



    Monday to Friday, 16:00 to 19:00

     + 34 962 893 103

    Please use our contact form for enquiries outside of office hours.

    The listed prices include VAT.

    Shipping costs are applied to all products and will appear when updating your shopping cart.
    • How to makes purchases on Aquastanding.
    • Request quote
    • How to calculate the delivery costs
    • Receive a free gift with each purchase
    • Apply for an additional discount
    • Track delivery
    • What is the RAE?
    • Mobile version for Smartphones
    • seccion_jardin_lateral_izquierdo_Ingles
    Scroll up

    Hide this messagePlease note we use local and third-party cookies to perform the analysis of user navigation and thus improve our services. To accept cookies continue browsing as normal.You can change browser settings or get more information here.