FAQ

ORDER & DELIVERY

questions

Can I have my order delivered to my work address?

 

Yes, we can deliver to either your residential address or work address. 


For commercial area delivery, our courier may leave your order with the front desk, security or receptionist. We are unable to guarantee arranging a second delivery attempt. Should a second delivery attempt is required, a shipping fee based on local courier rate (plus any remote area charge if applicable) may be charged to you.

Can I choose a specific time or day for my delivery?

 

We are unable to guarantee delivery times, but we will do our best to accommodate the open hours of offices and businesses. Any request for a specific delivery time cannot be honored. You should not include any such request or delivery instruction with your order, as it will not be taken into account for your delivery.


If your order has been sent to you using a trackable service, you can trace your order by clicking the tracking link on your Shipping Confirmation email.

Will you contact me prior to delivering the product?

 

Unfortunately, we are unable to guarantee that the courier will contact the recipient prior to delivery. Before placing an order, please make sure that someone will be available at the delivery address on the dates your order is due to be delivered.


Please ensure that all of your delivery details (i.e., full address, telephone number, e-mail) are entered correctly during the checkout process. Please be aware that we will not be responsible for any loss parcel caused by any incorrect delivery details.

How many times will you attempt to deliver my order?

 

All packages will be delivered ONE time only. Please make sure that you enter the correct delivery address during checkout and someone will be available at the delivery address on the dates your order is due to be delivered. Should a second delivery attempt is required, a shipping fee based on local courier rate (plus any remote area charge if applicable) may be charged to you.

Can I amend my order or delivery address?

 

We are unable to amend your delivery address or order after you've placed it. Please make sure that you purchase the correct items and enter the correct delivery address during checkout. 

Can I track my order?

 

If your order has been sent to you using a trackable service, you can trace your order by clicking the tracking link on your Shipping Confirmation email; simply click on the tracking link on the email to view the up-to-date location.

What should I do if my order hasn't been delivered yet?

 

Double check your expected delivery date in your Order Confirmation email before getting in touch. Please bear in mind the date is an estimate and some deliveries may take longer – we're working hard to get your order to you as quickly as possible.

 

1. Check the delivery date
Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.

 

2. Track the order online
You'll be able to follow your order if it's been sent with a trackable service. To check this, all you need to do is click on the tracking link on your Shipping Confirmation email. The tracking link should be able to provide up-to-date information on the status of your order.

 

3. Contact us
If your estimated delivery date has passed and you haven't received your order, please contact our Customer Service Team (Email: cs@aqroma.com) who can help you further.

 

Remark:
Please note our office hours are between 10am to 5pm, Monday to Friday. Our office is closed on weekends, Statutory and Bank Holidays, or under Tropical Cyclone Warning Signal No. 8 or above. If the signal is remain hoisted at 3pm, our office will remain to be closed that day. If Red/ Black Rainstorm warning is issued during normal opening hours, our office will remain open. If the warning is issued before opening, office will be not be opened until the warning is cancelled. If the warning is cancelled less than 4 hours before normal closing hours, our office will remain closed that day.

Can I have an order sent to someone as a gift? 

 

If you want to send your order to someone as a gift, you can use their address as the delivery address.

 

We don't offer a gift wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a heads-up so they know to expect a parcel! We don't display the prices of items on the paperwork included with an order so you can keep how much you've spent a secret.

 

In the unlikely event that there's a problem with the order, we won't be able to discuss any details with the recipient of the parcel. We can only discuss order and account information with the registered AQROMA account holder for the account the order was placed on. 

PAYMENT & DISCOUNT

 questions

Where can I get a Discount code to use on my order?


It's worth checking our website where you can always grab yourself some great deals! 

If it's a discount code that you're after - we send these to our customers in our newsletters. Sometimes you'll spot a code on our Instagram or Facebook or the banner on our website too - keep your eyes peeled! 

How to apply a Discount code?


You must enter the discount code when you are checking out as it can't be applied later. Simply follow these steps: 

1. Enter the discount code at checkout 
You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Discount code' box. 

2. Make sure you click "Apply" 
Once you've entered the code, click on "Apply" and the code will be applied to your order. Then, the total of your order will change to reflect the code.

Can I use more than one Discount code on my order?


You can only use one Discount code per order – this includes our free delivery codes.

Discount code not working?


If you find that your Discount code isn't working, then please check the below: 

  • You can only use one Discount code per order. This applies to our free delivery codes too. 
  • Discount codes may only be valid for certain items and the majority of codes will have an expiry date. 
  • Some codes will only work for specific people or for specific areas. 
  • If you've received the code in an email from AQROMA, then the code may also be locked to that email address. Make sure you're trying to use the code using your AQROMA account that has the same email address as we sent the code to.

How can I pay for my order?


You can use any of the payment types listed below to pay for your order: 

- Visa 
- Master 
- AMEX 
- Paypal 
- Apple Pay 
- Google Pay

How do I know if my order is confirmed?


If you placed your order online, you will see a confirmation page after your order is processed. We recommend that you print this confirmation page and keep it for your records. 

An Order Confirmation email or SMS will also be sent to your email address or phone number. It's worth checking AQROMA is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically. Keep in mind that there may be a delay in the delivery of your Order Confirmation email. If you still do not receive this Order Confirmation email, it is possible that your email address was entered incorrectly.

When will I be charged for my order?


The time at which you'll be charged for your order will depend on the payment method you selected at checkout. 

-  If your card is authorised, payment will be taken immediately, and you will receive an email or SMS confirming that your order has been successful

-  If your card is not authorised, payment will not be taken, and we'll let you know your bank or card issuer wouldn't authorise the payment

Please remember that even if a payment isn't authorised, it may look like AQROMA has taken the money as some card issuers may still reserve the money. This can take up to 10 working days depending on your payment provider and we're not able to speed up this process.

My payment was declined, what should I do? 


1. Place your order again
If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined. 

2. Make the relevant checks
To help ensure your order is not declined when placing a new order we suggest checking the following: 

-  Check the card details to make sure the information is correct, e.g. the expiry date or your billing address
-  Make sure you enter the security code correctly: that's the three digit number on the back of your card
-  Your card issuer may have declined your payment and it's best to check with your bank
-  If you've checked all of the above, try paying with another card

3. Contact us
If you've tried all these and are still having problems, contact our Customer Service team (Email: cs@aqroma.com) with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can. 

Remark: Please note our office hours are between 10am to 5pm, Monday to Friday. Our office is closed on weekends, Statutory and Bank Holidays, or under Tropical Cyclone Warning Signal No. 8 or above. If the signal is remain hoisted at 3pm, our office will remain to be closed that day. If Red/ Black Rainstorm warning is issued during normal opening hours, our office will remain open. If the warning is issued before opening, office will be not be opened until the warning is cancelled. If the warning is cancelled less than 4 hours before normal closing hours, our office will remain closed that day. 

SOURCING & PACKAGING

questions

Are you working on using less packaging?


We aim to use the minimum amount of packaging we can to protect products on their journey between our warehouse and your front door.  

We're in the process of eliminating all unnecessary packaging, using only what's absolutely necessary to get your order to you safely and in good condition. We're also working through all our packaging options to make sure that whatever remains is recyclable or reusable. And we're broadening our offering of box and bag sizes so that we don't use more packaging than we need for each order. 

Can you tell me more about AQROMA's responsible sourcing? 


Responsible refers to the products on AQROMA that have been made or sourced with sustainability in mind. These products are demonstrations of what we can do as a company, designing and sourcing products that reflect our ambition to be more sustainable and helping our customers to shop more sustainably. Most of our products have been produced or packaged using recycled and eco-friendly materials and we'll be looking to expand our offering to include more ethically conscious products in the future.

TECHNICAL

questions

I'm having trouble accessing your website. What should I do?


If you're having trouble with the website, we would suggest you try the following: 

1.  Delete your cookies - On most internet browsers you can delete your cookies using ‘Tools' or ‘History'. 
 
2.  Restart your browser - Close your browser, reopen it and visit our site again. You should be able to use it without any more problems. 
 
We also recommend that you update your operating system and use the latest version of your operating system provider e.g. Windows, macOS Big Sur, etc.

How can I search for a specific product?


If you're looking for a specific product, just click on the magnifying glass (next to shopping cart icon at top right corner of the screen) and enter the keywords. You may also browse each product category using the menu at the top of this page. Just click the type of items you want to look at. 


Found what you want? Add it to your shopping cart and when you're done shopping, follow the instructions on screen to complete your order.

How do I place an order?


Placing an order couldn't be easier, simply follow these steps:

 

1.  Click "Add to cart" to place the item you want to buy in your shopping cart

2.  Click "Shopping cart" icon (top right corner of the screen) to view the items in your cart

3.  Click "Check out" if you're happy with the items in your shopping cart

4.  Enter your Contact Information (or if you're already a member, click "Log In") & Shipping Address and then click "Continue to shipping"

5.  Review your shipping information and then click "Continue to payment"

6.  If you have a discount code to spend, you'll need to fill in the "Discount code" box and click "Apply"

7.  Click "Pay now" to confirm your payment method and Place Order

 

An Order Confirmation email will be sent to your email address to let you know your order details. It's worth checking AQROMA is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

I'm having trouble signing into my account. What should I do?


You may sign into your account to see or track your orders. If you receive a message that says your email address/password cannot be recognised, there's a few things worth checking:  

-  Make sure you are using the same email address and password you registered with

-  If you can't remember your password click on the "Forgot your password?" link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

How do I unsubscribe from your emails?


We're sorry to see you go! Please follow these steps to unsubscribe:  

1. Scroll down to the bottom of a AQROMA email.  
 
2. Click the "unsubscribe" link. This will open a web page that lists your email subscription options. 

3. Choose a subscription option and then click the "Update" button.  

Remark: 
Unsubscribing from our emails will not delete your AQROMA account.

How do I unsubscribe from your SMSs? 


We're sorry to see you go! Please follow these steps to unsubscribe: 

From your mobile phone, unsubscribe AQROMA SMS by replying "STOP". Message and data rates may apply. 

Remark: 
Unsubscribing from our SMSs will not delete your AQROMA account.