FAQ
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GENERAL QUERIES
WHERE IS LOCATED AGUA DE SURF?
Agua de Surf Perfumes and the online store aguadesurf.com are on the shore of Mediterranean Sea. In the neighbourhood of la Barceloneta, Barcelona, Spain.
DO I NEED TO REGISTER?
In order to shop at aguadesurf.com you don’t need to register. But you can register if you want, it’s easy and free, then the website will recognise you the next time you enter.
I LOST MY PASSWORD, HOW CAN I GET IT BACK?
Go to the menu on the left hand side of the homepage and click at “my account”. There you will find: Forgot your password? Then, follow the instructions.
HOW WILL YOU HANDLE MY PERSONAL INFORMATION?
Agua de Surf will not sell or disclose any of the personal information collected at www.aguadesurf.com. This information will only be used by Agua de Surf for internal statistics, promotions, to ship your order, etc. Please read our Terms and Conditions for complete information.
WHICH CURRENCY IS USED IN THE WEBSTORE?
The currency used in the web store is Euro. To convert the Euro amount to any other amount you can get an estimation here. Please note that this is an estimate and the actual conversion may be different.
HOW DO I KNOW THAT MY CONNECTION IS SAFE?
We use SSL encryption (Secure Sockets Layer) on all areas of our webstore. SSL encryption is the world's standard for safety on the internet. You can see the difference in your browser's address bar. This would be the address of the store without the use of SSL encryption, starting with www.
WHY IS THERE A LIMIT TO THE AMOUNT OF PRODUCTS I CAN ORDER?
Agua de Surf Webstore is for final consumers only. This is why we limit the amount of products you can order to six per reference per order.
If you are an store, please, contact us on: info@aguadesurf.com
IS THERE AN ENVELOPE FOR THE PERFUME?
Agua de surf uses a high quality envelope ready for presents.
There is the box of the perfume with a high quality transparent envelope of cellophane and then we carefully envelope it with a special paper that makes it perfect for an itself present or to make a gift.
DO YOU HAVE 23NAO PERFUME SAMPLES?
In case you would like to test the perfume before shop it, please, contact us on: info@aguadesurf.com
WHICH ARE THE INGREDIENTS OF 23NAO?
Alcohol denat, parfum/fragrance, aqua/water, citral, eugenol geraniol, limonene, linalool.
If you are allergic of one of those components, do not use 23NAO. If you use it, will be under your responsibility.
IT’S 23NAO A PRODUCT FOR KIDS?
It’s an adult product, not for kids. If you let a kid using it, it will be under your responsibility.
CAN I GIVE OTHER USES TO 23NAO?
The product is a perfume and should be used to perfume humans. You must not use it for other matters. If you use it, will be under your responsibility.
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ORDERS AND PAYMENTS
WHAT SHOULD I DO IF PROBLEMS WITH MY ORDER?
If you have problems with the online shop or going around our website, please, reset your web browser or computer. If the problem keeps on, please, contact us and our IT department will help you to solve it as soon as possible: info@aguadesurf.com
WHICH ARE THE METHODS OF PAYMENT ACCEPTED?
With debit or credit card, through our electronic platform Monei.net that assures a save and maxim security in all them operations.
The cards accepted are: Master, Visa, JCB, Maestro
Paypal: An international method of payment which you will be able to pay also with card, having or not account with Paypal.
WHAT SHOULD I DO IF THERE IS A PROBLEM WHILE MY PROCESS OF PAYMENT?
Please, try the following:
• Try with another card.
• Use an alternative method of payment to the one that is giving problems.
• Restart your browser and try again.
• If the problem persists, please contact: info@aguadesurf.com
IS MY CREDIT CARD INFORMATION SAFE?
Yes, it is. Paypal and Monei are international online payment service providers. Payment details are entered over a secure SSL link to Paypal and Monei, who will then authorize the payment after checking the details that have been entered. Credit card details entered in the webshop are kept securely by Paypal or Monei and are not transmitted to Agua de Surf.
CAN I RECEIVE AN INVOICE?
Yes. Simply send an email to info@aguadesurf.com with the following information:
Completed Name
ID Number
Completed Address
City Code
City
Country
E-mail
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SHIPPINGS AND DELIVERIES
DO YOU DELIVER ON WEEKENDS?
No, there aren’t deliveries on weekends or holiday. Just on labour days.
DO YOU SHIP TO ALL COUNTRIES?
To see if we are able to ship to your country, please follow the steps in the checkout. If we are not able to deliver to your country, you will not be able to complete your order.
WHICH ARE THE SHIPPING COSTS?
The actual shipping costs will be calculated based on your delivery address. Please follow the cart instructions of Agua de Surf webstore account and select your delivery address to see the applicable shipping costs for your order.
Please, take into account that:
Free standard shipping cost to SPAIN (Peninsula), BALEARIC ISLANDS, CANARY ISLANDS, PORTUGAL, ANDORRA and FRANCE.
*The countries that has DUA (customs) the client will need to afford the costs involved.
• There are several countries or cities that we don’t delivery, yet. We will do our bests to arrive to those countries. Just in case, if you are interested on receiving one or several products and your country is not in the list, please, send us an email to: info@aguadesurf.com. And we will do our bests.
DO I NEED TO PAY TAXES OR DUTIES?
If your country has customs, then yes.
The client will need to afford the duties of their country in order to receive the order. Agua de Surf will provide all the information to the shipping company, and the client will need to go to customs, pay the duties and pick up the product. Country taxes and customs will be responsibility of the buyer. Please, check with the customs of your country about costs involved.
CAN I CHANGE THE ADDRESS ONCE THE ORDER IS PLACED?
Once the order is confirmed and done, you can not change the address of delivery.
WHAT CAN I DO IF PROBLEMS WITH MY SHIPPING?
Agua de surf is not responsible for the package through the shipping process.
Once it leaves the office of origin, we are not responsible of losses neither in material delivered in bad condition.
CAN YOU DELIVER TO POST OFFICE BOX?
No, sorry, we don’t deliver to post office box.
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RETURNS AND EXCHANGES
CAN I CANCEL MY ORDER?
Agua de Surf don’t accept cancellations after proceed with the order and payment.
CAN I CHANGE MY ORDER?
It’s not possible to change the order.
WHAT SHOULD I DO IF I HAVE RECEIVED A DEFECTIVE PRODUCT
If you think that the product is defective, please, first of all take into consideration that it’s a manufactured collection so it’s made manually, one by one. That means they will have differences between each one that are not errors but something that makes each product unic.
When you receive the product, you will have 10 natural days to notify Agua de Surf about the issue. After that date, we will not be responsible of it.
If you really think there is a defective, please, send an email to: info@aguadesurf.com with the following information:
• Number of order
• Completed details of the client
• An explanation of what is defective
• Some photos of the defective matter
If Agua de Surf considers that the matter is a fabric defective, we will replace it for a new one.
The process for remplacement will be:
• You will need to send the defective product to us.
• We will check that everything is like explained in the email.
• If everything is correct, we will send you a new one.
WHICH ARE MY SHIPPING OPTIONS?
You just need to type a conventional address where you want to receive your order.
We don’t ship to Post Office Box.