Find answers to frequently asked questions on everything from Shipping to Product Information.
Orders and Shipping
Returns and Exchanges
Login and My Account
Payment and Gift Cards
Orders and Shipping
Can I change/cancel my order?
Once you have placed your order we are unfortunately unable to make any changes. This includes changing the delivery option, delivery address or payment method.
However, if your order has not been dispatched, we may be able to cancel your original order so you can place a new one with the correct details. To do this please contact us at firstname.lastname@example.org.
Can I change my address?
Once your order has been placed, we are unable to update the address. Once you have received a notification that the parcel has been shipped, it might still be possible to change the delivery address if tracking does not state delivered. For Australia Post deliveries: by creating an account with Australia Post through my Post you can redirect the parcel to a new address.
How long before my order is dispatched?
Aquila Online orders are normally processed on the next business day, however, please allow up to 3-4 business days pending stock availability.
Please note, orders will be delivered on business days only. We do not offer deliveries on weekends or public holidays.
What are your shipping methods and how long do they take?
All Australian orders will be delivered using Australia Post's eParcel, using either the Express Post or Standard services. It is recommended your preferred delivery address is a business address, as all orders will be delivered during normal business hours.
How much does shipping cost?
Aquila Online offers free delivery to anywhere within Australia and New Zealand when you spend a minimum of $100. Please allow up to 14 business days within New Zealand. We do offer an Express Post service in Australia for an additional fee.
When will my account be charged?
Upon receiving your order, our billing agent carries out a standard pre-authorisation check on your credit or debit card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once your payment has been approved.
Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you can't use it for a short period.
Where can I track my order?
Shipping advices will be emailed through to you with your unique Barcode which you can track online at http://auspost.com.au/track. It can take 24 hours for tracking to become available with Australia post.
What happens if I’m not home to sign for my delivery?
For Australia Post deliveries, the driver will leave a note for you to collect your order at your local post office. Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to the location it was dispatched from.
Note: For residential deliveries being made by Australia Post, they can occur as early as 7am. For business addresses, the delivery will be made during standard business hours, 9am to 5pm AEST.
I’m missing an item from my order, what should I do?
We may have sent your items in separate parcels. If you've been sent separate parcels, your shipping confirmation email will confirm this.
If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
If an item is missing, please contact our Customer Care Team by emailing email@example.com with your order number and details of the missing item.
I received an incorrect item, what should I do?
Returns and Exchanges
What is your return policy for online orders?
We offer a free 30-day return policy on Australian online orders only via Parcel Point. Goods must be in original condition to be eligible for a return. For details on how to return your online order, see our Returns and Exchanges page
How do I return my online order for free?
Australian orders purchased in the past 30 days are FREE to return via Parcel Point. Parcel Point’s convenient parcel drop off service is available during business hours, as well as after hours and weekends at selected locations.
Have you received my return?
Once we have received your return we are able to process your refund. This may take up to 10 business days. All eligible refunds will be processed within 1 to 5 business days after receiving the goods. You will receive a remittance for your refund. If your refund claim is not eligible, a member of our team will be in contact.
How long will my online 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 unless the order is returned within the 30 day return period via Parcel Point (only available for Australian orders).
What is your return and exchange policy for in store orders?
Shoes purchased in store can be returned or exchanged at any Aquila Retail store (excluding Aquila Outlets) within 30 days of purchase and with original proof of purchase. We will happily refund the cost of the goods if you change your mind, provided the goods are in their original condition and you are within the 30 day window.
For more information on in store returns, see our Returns and Exchanges page
What if my item is faulty?
Outside the above time frame, our goods come with guarantees that align with 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.
If you believe your purchase is faulty, email our team at firstname.lastname@example.org with pictures of the items concerned and a detailed description.
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
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 Aquila to comply with a consumer guarantee under the Australian Consumer Law.
Login and My Account
How do I create an account?
Creating an Aquila account allows you to experience a faster checkout as all of your contact, shipping and payment details can be saved and ready for your next purchase.
How do I reset my password?
How do I update my personal details?
To update your details, please click on the ‘My Account’ button on the top navigation and sign in with your email address and password. On the ‘My Account’ page you are able to update your contact details, as well as shipping addresses and payment details.
Payment and Gift Cards
What forms of payment do you take?
Aquila Online accepts the following credit cards and options as forms of payment: Visa, MasterCard, American Express, PayPal, Afterpay, Google Pay and Apple Pay.
Prices listed and referred to on our website are in Australian dollars (AUD) and are inclusive of GST. Purchases by New Zealand customers will not incur GST at checkout. Prices are subject to change without notice.
How do I use Afterpay?
Buy now, pay later with Afterpay Online & In-store.
Afterpay offers you the convenience of four equal fortnightly payments without any additional fees or interest, meaning your order ships immediately.
ALL YOU NEED IS:
- An Australian debit or credit card
- To be over 18 years of age
- To live in Australia
TO USE THIS SERVICE:
- Add your items to your bag and check out as normal
- In checkout select Afterpay as your payment method
- Enter your details with Afterpay and you're done!
OTHER THINGS TO NOTE:
- The funds for the first payment will need to be available at the time of checkout.
- Your payment schedule will be emailed to you.
- If you wish to return your items you can choose an exchange, or the payment plan can be cancelled.
- If you fail to make payment, you will be charged a late payment fee of $10 with a further $7 fee added 7 days later if the payment is still unpaid.
Do you offer gift cards?
You can purchase an online gift card through the Aquila website https://www.aquila.com.au/gift-cards.html
Online Gift Cards cannot be used as a form of payment in retail stores. They can only be redeemed online at www.aquila.com.au. Online Gift Cards are exempt from GST. To check your balance at anytime, click here.
Retail Gift Cards cannot be used as a form of payment for any online purchase. Please visit one of our retail stores to redeem these. Retail Gift Cards are exempt from GST.
What happens if my online gift voucher hasn’t arrived?
If you placed an order for a gift voucher but it hasn’t yet arrived here’s what you should do.
Allow up to 24 hours
The gift voucher can take up to 24 hours from the time you placed your order to be sent.
Ask the recipient to check their junk mail
The gift voucher may have been sent straight to the recipient’s junk folder. Please ask them to check in their junk mail.
If the voucher hasn’t come through contact our Customer Care Team by emailing email@example.com with the following details and they’ll be able to look into it for you:
- The order number you received when you ordered the gift voucher or the email address registered to the account the voucher was ordered from.
- The value of the gift voucher.
- The email address the gift voucher was sent to.
What shoe size should I buy?
Our shoes are stocked in European sizes 39-47. Size ranges vary from style to style. For a US/AU shoe size converter, as well as a guide on how to measure your foot to find the right size, please see our International Size Guide page. Additional sizing information is available on each styles product page.
Do shoe sizes vary between shoe styles?
Due to each manufacturer's size scale, variations between sizes may occur. We have listed whether styles fit ‘true to size’, ‘run small’ or ‘run large’ on each individual product page under Size and Fit.
Do you use pig leather in your footwear/accessories range?
Some Aquila footwear and accessories feature pig leather linings. This will be listed under Features on each product page. For more information, please live chat a team member or email firstname.lastname@example.org.
How do I care for my shoes?
The style/size I want is sold out online. What can I do?
While the size and/or style of shoe you are after may be sold out online, we may still have stock in our retail stores. Contact our friendly customer service team via Live Chat or email at email@example.com and they will try to find what you are after.
Does Aquila ship internationally?
Aquila ships to Australia and New Zealand only. At this stage we are unable to facilitate International Orders.