SHIPPING AND RETURNS

💡 Frequently Asked Questions

How much does shipping cost? Shipping is completely free throughout Italy. For European Union countries, the cost is €14.99.

What are the delivery times? We deliver within 3 business days in Italy and within 5 business days in the rest of the European Union.

How can I make a return and how much does it cost? Returns are free of charge if you follow our official step-by-step procedure. You have 14 days from delivery to submit your request.

Will my shipping costs be refunded if I return the product? The refund exclusively includes the price of the item; if you paid for initial shipping (e.g., for the European Union), this will not be refunded.

Is a return shipping label provided? Yes, you will receive our pre-filled return label.

SHIPPING

📦 Detailed Shipping Guide

Aqua Alta footwear is shipped directly from Italy. National shipping is always free, while we cover the European Union with a flat rate of €14.99. An automated email will provide you with the tracking code as soon as the carrier takes charge of your products.

Products shown as available in stock will normally be delivered as quickly as possible and, as an indication:

In Italy: within 3 business days from receipt of payment.
In EU countries other than Italy: within 5 business days from receipt of payment.

Delivery will be made from Monday to Friday during business hours, via a specialized courier, in appropriate packaging at the recipient's address indicated by the Customer. The delivery terms indicated above refer to products available in our warehouses and must be understood as non-binding for Heavy/Aqua Alta S.r.l., which may subsequently confirm or modify them according to its needs.

Upon receipt of the Products, the recipient must verify that the Products correspond—including in quantity—to the Products ordered, it being understood that, in the event of non-conformity of the delivered Products compared to those ordered, the Customer may exercise their right of withdrawal. Transport costs will be calculated based on the weight of the goods, or based on the weight/volume ratio and the place of delivery of the Products, according to agreements defined with the carrier in charge of delivery and clearly indicated to the Customer both at the time of purchase and in subsequent confirmation messages.

Upon arrival of the goods, Customers are requested to inspect the package carefully before signing for proof of delivery. The packages are carefully packed. If for any reason the packaging appears tampered with, Customers are requested to sign for the receipt "with reserve" (conditional signing), or to refuse delivery. In the event that delivery has been accepted with an unauthorized signature or there is evidence of tampering with the package, Customers are requested to contact the courier immediately.

Heavy/Aqua Alta S.r.l. cannot be held responsible for shortages, theft, or damage to shipments or their contents if the package was accepted without reserve. If for any reason the shipment cannot be successfully delivered to the address provided by the Customer in the commercial contract, the package risks being sent back to the sender. Such amounts will be deducted from any refund due to the Customer. Shipments are insured; this coverage expires upon delivery.

RETURNS AND REFUNDS

🔄 Detailed Return Guide

Activation: Within 14 days of receiving the goods, via the MY ACCOUNT section.

Packaging: Apply the provided return label to the outside of the package to ensure free return shipping.

Credit: Following quality control, you will receive a refund for the cost of the item via the same payment method used during the purchase phase. The shipping costs of the initial order are not subject to refund.

⚠️ ATTENTION

Returns are free. You can request a return within 14 days from the delivery date of the order. Returning items is your right and will always be accepted if the steps indicated below are followed.
Exchanges for different sizes and/or models are not available. If you wish to make an exchange (size, color, or item), please process the return and then place a new order.
Return shipping costs are borne by us only if the procedure is carried out correctly by following the instructions below.
Returns shipped using procedures or couriers other than those indicated will not be accepted.

HOW TO MAKE A RETURN

You can manage your return request directly from the MY ACCOUNT section of the website by logging in (if you do not remember your credentials, you can request them again). If you made a purchase as a guest, you can still request a return from the "Request a Return" section: enter the required details and follow the instructions.

RETURN SHIPPING PROCEDURE

Log in to the MY ACCOUNT section and click "Request Return" next to the order.
(Please note the button normally appears about 3 days after the order and disappears automatically upon expiry of the 14 days allowed to make a return.)
Select the items you wish to return and complete the procedure.

After confirmation, you will receive an automated confirmation email.
Within 48 hours, you will receive instructions to complete your return (free shipping according to the indicated procedure).

REFUNDS

After receiving and verifying the integrity of the product (in accordance with the General Terms and Conditions of the Contract), the amount of the returned item(s) will be refunded. Any shipping costs incurred for the initial order will be retained by Heavy/Aqua Alta S.r.l.