AQ Online Frequently Asked QuestionsAQ Online Frequently Asked Questions.

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Frequently Asked Questions

We have outlined a list of our most asked questions so that you can shop AQ Online with confidence.

If there's anything that we haven't covered, please contact us.

General

We are open but at limited capacity.

We ask that you allow additional time to process your order. 

You can create an account at check out or here.

When you create an account, you automatically receive 150 rewards points.

Including the ability to view your previous orders and easily track your orders.

It is easy and straightforward. Head over to your account and you can change your address, password and payment information.

Stock

As a black-owned business, we try to keep our prices as affordable as possible. COVID has placed immense pressure on our finances and those of our partners.

Many of our brands are also small businesses who have faced colossal difficulties. Therefore, increased some of their unit costs and international shipping rates.

As a result, we are adjusting our prices regularly to ensure we can keep the doors open but endeavour to stay competitive with the market.

We cannot say for sure as it will depend on the product.

Please sign up to be notified on the product page in question and we will send you an email as soon as we have restocked.

Shipping

It depends on where you are. Orders processed & shipped to UK addresses will take 3-5 business days to arrive.

Overseas deliveries can take anywhere from 3-15 days. Delivery details will be provided in your confirmation email.

We offer free shipping on UK orders over £60.

However, we try to ensure that our International customers get the best rates possible. Please use our shipping calculators to get the exact cost for your Country.

To get your order to you straight away. We want you to receive your packages as soon as possible.

Please note that hair care and home decor items are shipped out separately.

Order Queries

If we cancel your order for any reason such as duplicate order, items unavailable. We will send you a separate email for alternative.

Suspected as fraudulent:

You will be notified if we cancel your if it did not meet our security checks.

Our system flags orders that do not meet our security checks, to prevent this from happening please provide and check the following when placing an order:

-Ensure billing address is registered to the card being used

-Paypal email address matches the information provided

-Ensure you enter the correct password via Visa

-Ensure you enter the correct pin for Mastercard

When you place an order with us, an email confirmation is sent right away.

Please check your spam folder and email address that you provided.

Alternatively, you may not have received any confirmation because your transaction failed.

Sometimes your payment provider may take the sums from your account even when the payment failed.

Please contact your bank/ payment provider if your statement is still showing that the payment was processed after a few hours.

We are sorry to hear that a product doesn't work for your hair and beauty needs. We understand the frustration of trying to create the right regimen for you.

But, we cannot accept any items that have been used or opened.

we recommend that you join groups on social media where you can swap used products.

Delivery

We apologise in advance for the inconvenience caused. Items can be damaged in transit.

Please email us with some photographic evidence and we will resolve the issue immediately.

Although we try our utmost to make sure we deliver exactly what you've ordered, sometimes mistakes do happen and we send the wrong product.

In such circumstances, once we've been notified of the error by yourself, we'll arrange a collection with you at a time that suites you. If you do not have access to a printer, we will send you a QR Code to be scanned at your local parcel shop.

We recommend you package the items securely back into the package they were delivered in. Once collected, the correct item will be delivered between 1-3 Business days.

If you have received a notification from the courier that your delivery attempt has failed. Please re-arrange a delivery with the courier.

As after a few delivery attempts have been made. The product is returned to our warehouse. A refund is issued excluding the shipping cost.

If you still wish to have the item, please feel free to purchase it again.

Before you check out you can leave us a note in the cart. 

Alternatively, email us at your earliest convenience. But please note that the information may not get to the courier on time if it is an express delivery.

Returns

We always aim for our customers to love the products we offer. However, this isn't always the case.

We accept returns within 14 days if the item is un-used or if the merchandise is defective and faulty.

Once you have started a return here and told us the reason for your return.

We will send you the information for you to send your product back.

Please use the return center to start one. 

Promotions

AQ Online Ltd reserves the right to withdraw promotions at any time.

Brands excluded from all discount are:

Ouidad - All products

Curlsmith- All products

Devacurl- All products

Olaplex- All products

Giovanni- All products

Rizos Curls- All products

Bounce Curls- All products

We are sorry that this isn't working. Please check that you are not trying to combine codes or that your item isn't excluded.

If the code is not working due to a system error. Please contact us.

Discount codes cannot be applied retrospectively (i.e. – after an order has been confirmed

We have a loyalty point program that provides customers with exclusive rewards and discounts after each purchase and for completing actions such as referring a friend.

Just sign up for a customer account in order for you to be enrolled.

Our points system is simple. The more you spend, the more you earn!

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