COVID-19 Updates

We are open but at limited capacity.

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

My Account

You can create an account at check out or here.

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

Visit the log-in page and select 'Forget my password' this will send a link to your email address.

If you are still having issues, please contact us and we can send you a reset password email from our end.

Shipping

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

Please note that you may be liable for custom fees upon delivery

We will try and dispatch Express orders placed before 1pm Monday- Friday. 

On dispatch the delivery time is 1-2 working days*

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

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.

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.

Order Queries

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.

When you place your order it is immediately being prepared. We are unable to make changes when the order has been confirmed. 

Don't worry, mistakes do happen.

Please use our returns center to process a return.

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.

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 so sorry to hear that your order was incomplete.

Please contact us with the following information:

- Your order number

- The correct item that your ordered

- The incorrect item received

Once we have this information, we will be able to rectify the issue.

Delivery

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.

Yes you can. 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.

The price may vary for certain products due to weight and size. Such items require Courier only delivery. 

 However, if your purchase is over £60 we cover your UK delivery. If this is not applied during checkout. Please email us.

Faulty Items

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.

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.

Please use the return center to start one. 

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.

You will be sent an email from us confirming that we have received your item.

If your item is un-used or faulty as you stated in the return request. We will process a refund or notify you of any action taken.

Please note that we do not refund postage costs if the item is unwanted.

Payment

We accept the following payment methods: Visa MasterCard, American Express, Paypal, Google Pay, Amazon Pay and Klarna.

Website

AQ Online is an authorised reseller for most of our brands and we use authorised distributors where this is not possible due to logistics.

Our website is fully secured with the latest SSL encryption which not only gives you peace of mind but it means that your data is protected.

You have the right to ask about what personal data we hold about you.

Please send us an email requesting this with your full name and address to locate you on our system.

Please view our policy here.

Please review our terms and conditions here.

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.

Send a message

care@aqonline.co.uk