FAQ / Frequently Asked Questions

General questions: Do you also deliver abroad?

Most items in our range can be delivered throughout Europe. You can choose the desired delivery country during the ordering process, the shipping costs will then be displayed. If the country of delivery is not listed in the selection menu, it is likely that we can have it delivered to you. In this case, please contact our customer service, we will be happy to advise you.

General questions: How protected is my data?

We attach great importance to the protection of your personal data and respect for your privacy. This policy aims to inform you of our practices regarding the collection, processing and sharing of data that you provide to us in stores and/or via our websites. We consider that your personal data constitutes confidential data to which we pay particular attention.

General Questions: Can you install the item from an online order?

Aquanautique.com cannot install a product. Please contact our customer service, we will be happy to help you find a quality installer.

General questions: How long is the warranty?

The warranty period depends on the product you ordered; you will find this information on your invoice. The warranty takes effect from the date of delivery of the product

General questions: What should I do if my product is not working properly?

Firstly, we invite you to consult the user manual in order to check the installation and the recommendations for use. If the problem persists, contact us by email or telephone. Remember to provide us with your order number.

General questions: There is an error on the site

If you encounter an error on the site, please contact us via our contact form

General questions: I lost my customer account password

Have you entered a password that does not work, you have forgotten it or you do not know the password to access your Customer Area? To reset your account password, click "forgotten password", also available from the login page.

Ordering and delivery: Is there a minimum or maximum order amount?

No, there is no minimum or maximum order amount.

Ordering and delivery: Is online payment secure?

Of course, your online payment is completely secure. You pay for your order by bank card (Visa, Carte Bleue, Mastercard), with our bank's payment server (CIC) via Monetico.
All online payments by bank or credit card are made via the SSL/TLS security protocol which allows the encryption of your banking details during their transmission to secure banking servers. This implies that no banking information concerning you passes through our site. We also use the “3D secure” protocol which allows you to secure the payments you make by credit card, and prevents fraudulent use.

Order and delivery: How can I pay for my order?

Online payment for your order takes place after placing the order. At the end of the order process, you are redirected to a secure page to make your payment. You can pay online via: credit card (Visa/Mastercard), PayPal. You also have the option of making payment by bank transfer.

Ordering and delivery: What happens if an item is not in stock?

The product is not available, but this is the period we estimate necessary to restock, prepare the order and ship it under normal conditions. These availability criteria are defined by our suppliers. For a more precise deadline, contact our customer service.

Order and delivery: When will I receive my order?

Orders are typically processed within 24-48 hours for in-stock items unless otherwise noted in the product description or your confirmation email. Once your order has been shipped, you will receive an email with tracking information to the email address linked to your purchase. Orders within France normally take 3-7 working days to arrive at their destination. International orders (Non-EU) normally take 2-4 weeks to arrive after being shipped. Sometimes international orders are delayed at customs, causing the receiving time to increase to eight weeks for delivery. If you are an international customer and do not receive your package within 8 weeks, please contact us.

Order and delivery: I have a doubt about choosing an item

Contact our customer service, a technician will be able to handle your request for specific products.

Order and delivery: Payment for my order was refused

First, we invite you to try your order again. If the payment is refused again, contact our Customer Service to explain the situation encountered in order to be able to provide you with some answers. We invite you to contact your bank for assistance.

Order and delivery: I would like to purchase a product not offered on your site

Contact our customer service to obtain availability, price and delivery time for an item not present on our site

Order and delivery: Transport costs on a product over €150

Shipping costs are applied to some products such as batteries, solar panels and other items with a particular weight, volume or dimensions. This is explained by the specific transport conditions that the item requires. Indeed, fragility (solar panels) or packaging conditions (for batteries) require additional costs which are invoiced by the carrier. For total transparency on our part, Confort-Nautique.com applies the costs without margin. If the fee is 9 euros, this is the price set by the carrier. We don't add any margin on it.