1. If I don’t have a credit card, can I pay through other methods?

Yes, we accept Faster Payment System (FPS) and Alipay. Please place an order with us on Facebook@ Aquafilo or IG@ Aquafilohk Inbox.

2. How many days will it usually be shipped?
Under normal circumstances, we will ship your order within two to three working days after receiving payment. (Exceptions include holidays or large orders seasons.)

3. Do you have store?

In order to save costs and provide the maximum discount to customers, we currently do not have offline stores. We are a legal operating entity with formal business registration in Hong Kong.

4. What shipping method is used?

We provide free shipping to Hong Kong SF Express stations. You can click on the following SF Express official website to find the address of the SF Express station where you want to pick up the goods: https://htm.sf-express.com/hk/tc/dynamic_function/SFNetwork/SF_store_address/

5. Can I exchange or refund if there is something wrong with the product?

You can apply for return or exchange service 3 days after receiving the goods. Please contact us on Facebook@ Aquafilo Inbox for processing.

There will be no refunds for consumable products such as aromatherapy, essential oils, scented candles and diffuser stones once opened. Additional purchases or discounted products can only be exchanged, regardless of whether they are opened or not, and there will be no refunds.

The warranty period of the aromatherapy machine is 6 months. If there are any problems within 6 months from the order date, free warranty service is provided.

Notice! Any damage caused by human factors , such as breaking, soaking in water, turning over the aroma diffuser, etc. are not covered by the warranty.

6. I forgot to use the discount code/points when placing an order. Can I modify/cancel it?
The discount code must be entered before payment. Once checkout is completed, the discount cannot be enjoyed. If an order with confirmed payment is canceled, relevant handling fees will be charged.

We understand that members may forget to enter the discount code or/and confirm its use before confirming payment. We recommend that you use it again the next time you shop.

7. Can I modify or cancel my order?
Once the order is confirmed, an administrative fee of HK$100 will be charged if the order is canceled for any reason.

Situation A) The order has not been shipped. If the order has not been shipped, the customer can contact customer service to modify it once for free. Modifications can only change personal information or purchase additional products. If the order is canceled, the above $100 administrative fee will be charged.

Situation B) The order has been shipped. Once the order is shipped, it cannot be canceled. Customers can choose to apply for a return and send back the product within 14 working days after receiving the goods. Shipping fee refund is only available for Hong Kong orders.

*In case of any dispute, AQUAFILO reserves the right of final decision.

8. How to contact us?

Facebook: Aquafilo

Instagram: Aquafilohk

Email: helpaquafilo@gmail.com

If you have any questions, please inbox us. Thank you for your support!