FAQs

SHIPPING

What shipping methods do you offer?

DHL Express, orders for the whole world except the USA, are sent via DHL with an approximate delivery time of 3-5 business days. USPS, orders for the USA are shipped via USPS with an approximate delivery time of 4-7 business days. Please note that we are unable to ship to PO Boxes as shipments generally require a signature upon delivery

Where do you ship?

Aguaviva House ships worldwide. Please bear in mind, due to global conflict, some countries may not have service at this time. All orders ship from our Lima, Perú based warehouse. We also have a distribution hub located in New York.

How long will it take for my order to arrive?

After shipping, your order will arrive within 4-7 business days. Please note that weekend days are not business days. Please allow up to 1 to 3 business day for processing. Please note that transit times are measured at the point of shipment.

I’ve entered my shipping address wrong. How can i change it?

We would be more than happy to update your address as long as your order has not been shipped. If your order has been shipped we can attempt to redirect your parcel with Australia Post or DHL but we cannot guarantee it will be possible. Please reach out to us at info@aguavivaswim.com with your correct address so we can further assist!

Will I have to pay for customs and duties?

Aguaviva swim is not responsible for any customs charges or local taxes due to international shipping. Please familiarize yourself with your country's regulations, as these fees may be required to release your order.

ORDER ISSUES

I want to make changes to my order, what can i do?

Email our Customer Team at info@aguavivaswim.com . If your order has not yet been prepared for shipment, we might accommodate changes. However, if it's past that point, we regret to inform you that changes cannot be made.

I want to cancel my order, what can i do?

Once an order is placed, we regret to inform you that cancellations are not possible. Upon receipt, you are welcome to initiate a return, provided that your items adhere to our return guidelines.

I’ve received the wrong item or size?

If you've confirmed your order details and discovered that the size or item is incorrect, please don't hesitate to contact our Customer Care Team immediately for prompt assistance.

My item arrived faulty, what do i do?

If you suspect that you have received a defective item, please promptly email our Customer Care Team at info@aguavivaswim.com with accompanying images, and we will promptly address the issue for you.

RETURNS

What is your returns policy?

We provide a credit note for any unworn swimwear and clothing, allowing you to exchange for another size, color, or style, within 30 business days of purchase. Credit notes have no expiration date and can be redeemed for any item at any time. Please note that refunds are not available.

I bought an item on sale or an item using a promotional code, can i return it?

Items purchased on sale, including those using a promotional code, are considered final and cannot be returned, exchanged, or refunded. Please choose your items carefully during promotional/sale periods to avoid any potential disappointments.

Is it easy to return items?

Yeah! Really easy: initiate a return by email to info@aguavivaswim.com and include your name and order number. Once your return is authorized, you will receive step-by-step instructions and the return address via email.

When will i get my credit note?

Upon receiving your return, please allow 3-5 business days for processing. Subsequently, you will receive an email containing information about your credit note.

PRE ORDER

What is the pre order option?

By pre order or advance purchase, we refer to items that are not available in our inventory, but will be handmade exclusively for you once you place your order.

How long do i have to wait?

The delivery of your order under the pre-order option may take between 7 to 15 days to arrive to our warehouse from the moment you make the payment and receive the confirmation message.

Are all products available for pre-order?

Yes, all items will be available for pre-order, you can order them through our website.

SIZING

How do I know what size i am?

We offer a size chart as a reference for measurements and international size conversions to assist our customers in determining the most suitable size. Additionally, each product description includes information about the garment along with recommendations for fit. If you need additional assistance, please feel free to contact our team at info@aguavivaswim.com

CHECKING OUT

I am having trouble checking out. What should i do?

Apologies for the inconvenience you've experienced during checkout! While we're uncertain about the issue you're encountering, our usual recommendation is to switch from your current device to a computer, if feasible, and proceed with checkout using Google Chrome as this browser provides optimal support for our website. If you encounter any error messages, please forward them to our Customer Care Team at info@aguavivaswim.com for further investigation. We hope this resolves the issue for you!

What payment options do you have?

We offer various payment options listed below. Please be aware that availability may vary depending on your location.

Mastercard
Visa
American Express
PayPal
Aguaviva Gift Card
Shopify Pay
Apple Pay