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International Shipping & Returns

International Shipping

Do you ship internationally?

We sure can. Through our partnership with Borderfree, we can provide an enhanced international shopping experience for customers in more than 200 countries and territories. As an international shopper, you can now see prices in your local currency, as well as guaranteed order totals at checkout and no hidden fees, cost-effective international shipping, and much more.

What is Borderfree?

Borderfree is a global eCommerce solution that allows you to shop in your local currency, with competitive international shipping costs, and a guaranteed order total.

How will I know how much my order will cost?

Country Standard Express Duties & Taxes
United States N/A USD 10 Applied At Checkout
Canada Free When You Spend Over CAD 145 - Use Code: "BFFREESHIP" CAD 13 Applied At Checkout
United Kingdom Free When You Spend Over GBP 85 - Use Code: "BFFREESHIP" GBP 10 Applied At Checkout
Hong Kong Free When You Spend Over HKD 885 - Use Code: "BFFREESHIP" HKD 80 Applied At Checkout
Singapre Free When You Spend Over SGD 150 - Use Code: "BFFREESHIP" SGD 13 Applied At Checkout
Japan N/A JPY 1100 Applied At Checkout
Germany Free When You Spend Over EUR 95 - Use Code: "BFFREESHIP" EUR 10 Applied At Checkout
France Free When You Spend Over EUR 95 - Use Code: "BFFREESHIP" EUR 10 Applied At Checkout
Denmark Free When You Spend Over EUR 95 - Use Code: "BFFREESHIP" EUR 10 Applied At Checkout
United Arab Emirates Free When You Spend Over AED 415 - Use Code: "BFFREESHIP" AED 35 Applied At Checkout

United States Cyber Weekend Offer - Spend over $120 USD & receive FREE Express Shipping from 12am Friday 24th November ET to 3am Tuesday 28th November 2017

After adding all items to your shopping bag, click through to checkout to see a comprehensive breakdown of charges. Borderfree calculates and displays the order total in your preferred currency, including all shipping costs from our warehouse to your selected international destination, as well as any applicable duties and taxes imposed by customs and revenue authorities in your country.

Are there any additional costs that will be due when my order arrives?

If you select to prepay duties and taxes, the order total presented at checkout is the exact  amount you’ll be charged by Borderfree, and there will be no additional costs due upon delivery. If you choose not to pay duties and taxes at checkout, in addition to the estimated amount displayed, you may also incur additional charges from your local agent.

What currencies can I purchase in?

Borderfree currently supports billing in more than 60 currencies, with more being added regularly. Click the country flag next the Aquila logo on any page to view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see products priced in your selected currency.

Can I ship an order to a country I don’t live in and pay in that currency?

Yes, Borderfree allows international gifting, in that you can receive a guaranteed order total for an order that is shipping internationally, but pay in any currency. This can be an option if you’re traveling or living overseas.

What payment options do I have with Borderfree?

Payment options depend on which country you are shipping to. Borderfree currently supports Visa, MasterCard, American Express, PayPal, Discover, Diners Club, JCB, UnionPay credit cards, with additional payment options coming soon.

What are my international shipping options?

Your options will depend on your delivery country and will be displayed at checkout, with additional information available on our shipping page.

How much does shipping cost?

International shipping is calculated based on various factors including the chosen or available shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the Borderfree international checkout based on these factors.

When will I be billed?

Your credit card will be billed by Borderfree when your international order is shipped.

How are duties and taxes charged on international orders?

Duties (or customs tariffs) are set by the destination country customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a system adopted and used by the countries that Borderfree supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree international checkout.

What if I order an item that cannot be shipped to my country due to import restrictions?

If for some reason there are any items that cannot be exported from Australia or imported into your destination country, Borderfree will make you aware of this during the checkout process.

Do you provide tracking on international orders?

You will receive tracking information once your order is dispatched.

What will my credit card statement say?

Your credit card will be billed by Borderfree and your credit card statement will read “BF* Aquila” where “BF” stands for Borderfree.

Who should I contact if I have questions before or after placing an order?

Contact our customer service team directly at online@aquila.com.au with any questions you may have regarding your international order.

Can I purchase or redeem international gift cards?

We are currently unable to support the purchase or use of gift cards internationally.

What is your return policy for international orders?

If for any reason you are not satisfied with your purchase, fill out our returns form and send the item/s back to our facility in Australia. Shipping in this instance is arranged and paid for by the customer. We will advise of the amount to be refunded by return email. Any refunds for returned items will be credited to you by Borderfree in the same currency and using the same exchange rate as your original order.

 

Returning items on international orders

Do you accept returns on international orders?

Yes! If for any reason you are not satisfied with your purchase, fill out our returns form and send the item/s back to our facility in Australia. Shipping in this instance is arranged and paid for by you, the customer. We will advise of the amount to be refunded by return email. Any refunds for returned items will be credited to you by Borderfree in the same currency and using the same exchange rate as your original order.

Please initiate the return as soon as possible by emailing online@aquila.com.au - stating your Invoice Number, the product you want to return, and the reason for the return. Any items you’d like to return must be received at our Melbourne Warehouse within 30 days of receiving your order.

We highly recommend you use a shipping method for your return that provides you with tracking. We are unable to assume liability for any returns that are lost in transit.

Our online Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

What about any duties, taxes and shipping charges I paid?

Unfortunately, these will not be refunded to you if you choose to return all or part of your purchase.

What if my item is faulty?

Outside the above timeframe, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Get in touch with us via email at online@aquila.com.au for a resolution. It’s fastest for our team if you’re able to email through photos of the fault and a good description of the issue.

How is a faulty garment defined?

  • A garment is deemed faulty if it is:
  • Found to have a genuine manufacturers fault
  • Does not correspond to samples or descriptions given to the purchaser
  • Unable to do what it is supposed to
  • If our team confirms a garment seems faulty and we agree to absorb the return shipping cost, Aquila online reserves the right to nominate a preferred international courier. Please note that if the item is deemed not to be faulty, the cost of the return shipping will be deducted from any refunded value.
  • Where a failure does not amount to a major failure, Aquila is entitled to choose between providing you with a repair, replacement or other suitable remedy. To obtain compensation, you will need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Aquia to comply with a consumer guarantee under the Australian Consumer Law.

How long will my refund take?

Refunds will be credited to your original method of payment within 7 business days of us receiving the item and the refund being approved. Please note that return shipping costs are incurred by the customer.

Are there any conditions around returning garments to Aquila?

We will offer a refund (online or in-store) or exchange (in-store only) on an item for change of mind if:

  • The item has not been worn, altered and/or washed and is in a resalable condition
  • The item has not been damaged whilst in the customer's possession
  • The customer has proof of the item purchase in an Aquila store
  • The original Aquila swing ticket is attached to garment
  • If the original purchase was made on a credit or EFTPOS card, the refund itself must be credited to the original card used