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FAQ

PLEASE NOTE

** Due to Covid-19, orders may encounter delays for Ground and Express shipping options. **

Aquatalia is pleased to offer free Standard shipping anywhere in the continental United States. Standard shipping takes 3 to 7 business days after processing and Aquatalia does not ship on weekends or hoidays.

Shipping Method
  • Ground
  • 2nd Day
  • Next Day
Delivery Time
  • 3-7 Business Days
  • 2 Business Days
  • 1 Business Day
Shipping Charge
  • Free
  • $15 Flat Rate
  • $28.95 Flat Rate
Order Cutoff Time
  • None
  • 1pm EST
  • 1pm EST

SHIPPING

Do you ship to military addresses?

For security reasons, we do not currently ship to APO/FPO addresses.

Do you ship to PO boxes?

For security reasons, we do not currently ship to P.O. boxes.

Is your packaging eco-friendly?

Aquatalia packaging is currently 95% recycled materials. We continue to look for ways to be better to the environment.

RETURNS

How do I start a return?

Click here to start a return.

Please note some items are ineligible for returns and are noted as "Final Sale" in their descriptions.

PROMOS & ORDERS

Where I do enter my promo code?

Promo codes can be entered in the Checkout.

The "Gift Card / Promo Code" field is located in the Order Summary section.

I am having trouble with my promo code, what can I do?

We currently only accept one promotional code per order.

Select items may be ineligible for certain promotional codes, please check the terms of the promo code here.

I made a mistake on my order, can I make changes or cancel?

Our distribution center begins processing orders immediately, so we cannot make changes to your order once its placed. Please contact our Customer Service team to see if we can help.

Where can I see my recent and past orders?

TECHNOLOGY

What is weatherproofing (fall/winter collection)?

The weatherproofing process, which was developed exclusively for Aquatalia provides a protection for the supple leather and suede used in our Fall-Winter collections.

During the tanning process, the leather and suede skins are bathed in a special sealant within a uniquely designed drum. This sealant penetrates through the fibers, resulting in soft and natural looking leather and suede that prevent the absorption of moisture and also provide salt and stain resistance. This unique and complex process allows the materials to resist moisture while maintaining breathability, keeping your feet comfortable and dry. Please note: fastenings and zippers cannot be protected against water penetration. Our weatherproof fall/winter collection is designed to be worn in all types of weather: sun, rain, sleet or snow. The functionality and comfort of Aquatalia are built-in features that bring added value to your footwear investment.

What type of insoles are used in Aquatalia footwear?

A padded, insulating footbed is used underneath the sock lining. This footbed is made with long term memory foam, designed to conform to your foot shape and maintain the comfort you initially feel in our footwear. This unique feature will keep your feet comfortable year round, indoors or outdoors, regardless of the weather. During cold weather, the special insulator will activate to keep your feet warm. In warmer weather, the breathable microfiber lining will keep your feet cool and dry.

What types of outer soles are used in Aquatalia footwear?

The outer soles are fabricated using a special rubber compound that retains its flexibility, even in cold weather conditions. They are specially designed to be slip resistant, providing maximum stability.

PRODUCT CARE

How do I care for my Aquatalia footwear?

How do I care for my Pony Hair Calf shoes/boots?

Aquatalia’s pony hair is made from the finest quality Italian calf leathers. In order to maintain the leather’s luxurious texture and sheen, they do not undergo Aquatalia’s fall/winter weatherproofing process. Our pony hair calf styles are naturally water-resistant, but should not be considered weatherproof. To keep the pony hair looking its best, lightly brush the hair in its natural direction with a soft shoe brush.

AQUATALIA VIP

How do I sign up for Aquatalia VIP?

Signing up for our VIP program is simple! Create a free account HERE by entering your name, email address, and password. You will be automatically signed up to receive emails regarding promotions and new products! If you have an existing account with us, you're already in the program. Be sure to sign-in before checkout to earn points.

What are the benefits of joining Aquatalia VIP?

Our program is a tiered program that allows our members to earn more rewards the more they spend. Members earn points for each dollar spent, that can then be redeemed for discounts towards future purchases. Members can also earn additional points for completing select activities. To see the full benefits, visit our LOYALTY PAGE.

Where can I find my rewards information?  

Our rewards page will be the ultimate guide to your points and perks. Simply sign-in to your account on our rewards page HERE for your details.

Will I receive points for purchases I made prior to creating my account?

You will only receive points for purchases made after joining our program. Be sure to create an account before checking out to start earning points!

How do I redeem my points?

Exchange your points for rewards by signing into your account HERE to review all our reward options. Click the “Redeem” button to choose that reward.

What if I return an order where I used points?

If you return an order where you used a reward, the reward will be credited back to your account.

When do my points expire?

Your points will expire after one year of inactivity. Inactivity is defined as no points earned or redeemed in the last 365 days.

How do VIP tiers work?

Your VIP tier is determined by the amount you spend in a year. Eligibility is based on a rolling year, meaning that once you reach our Elite, Platnium or Diamond tier, you will be in that tier for one year from the date that you earned it. Make sure to continue to interact with our program to maintain your status (or even move up a tier!)

I'm not seeing my points, when will my points be added to my account?

Points will be added to your account at least 14 days after purchase. You will not receive points if your order is returned or cancelled. Make sure you were signed in at the time of purchase and did not check out as a guest, you must be signed in to earn points. If you have done this by mistake, please contact Customer Service at help@aquatalia.com.

I haven’t received any points for referring my friends. Is there something else I need to do?

First, thank you so much for sharing our brand with your friends and family! We really appreciate our loyal customers. Referred friends must be a first time customer in order for both of you to receive the referral rewards. In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link also found there. Points will be added to your account as soon as your friend completes their first purchase on our website. When this happens you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.

 

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