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General Customer Services

  • I am not sure my order has gone through. What should I do?
    If you are unsure if your order has processed, please check your emails to see if we have sent you an order confirmation, failing please contact customer services who will look into this for you.
  • How can I pay for my items?
    If you place an order over the telephone, then you are able to pay using a credit or debit card. Online transactions can be paid for using a credit or debit card, or via Paypal. Please note we do not accept American Express.
  • I still have a guarantee on my item and it has become faulty what should I do?
    If any of your items have become faulty and they are still under guarantee, then please contact one of our customer service team who will assist you with this.
  • Are my details safe and secure?
    Our website is safe and secure with SSL encryption on all pages. We do not store payment details, and payments are handled by PCI compliant providers such as Paypal or SagePay.
  • Why did I not receive a confirmation email?
    There could be a number of reasons why you didn't receive your confirmation email. Firstly please ensure that we have a correct and in use email address logged. We strongly advise you check your spam folder first. If there is no email here, please try sending yourself an email to see if your account is working properly and then check to see if your email provider is down or under maintenance. if the problem still persists then please get in touch with Customer services who will be happy to help.
  • How often do you send out vouchers and discounts?

    There is no set frequency as to when voucher codes are issued, this does depend upon the activities of our marketing department. If you register your email address with us, you will be kept up to date with the latest offers and voucher codes.

  • Can I amend or cancel an order once it is placed?

    We urge you to check your order as well as billing and shipping details before confirming your order. Once an order is placed we are normally unable to amend any address details or add / remove products. Sometimes changes can be made if you contact customer services promptly after placing the order.

    If you wish to cancel your order, you will need to call or email customer services to have this actioned. Please be advised that once an order has processed and been dispatched we are no longer able to cancel the order and it must instead go through the returns procedures.

  • What are Bubble Points?
    Bubble points are a loyalty points scheme offered by warehouse aquatics. Every time you shop with us you will earn points.
  • How can I earn bubble points?
    Bubble points are earned at a rate of 1 point per pound.
  • How do I spend bubble points?
    Bubble points can be spent at checkout in the form of discount against your order. You will need to be logged in to your account to redeem these.
  • What do I do if I have accidentally placed an order as a guest?
    If you have accidentally placed and order as a guest then please get in touch with customer services who will be happy to help.
  • How do I know warehouse aquatics is a secure website?
    Warehouse aquatics is a secure website, You can see this by the presence of a padlock or other secure indicator in the top bar of your web browser. We do not pass on any personal information to any third parties, with the exception of the courier we use to deliver your package.
  • How can I redeem discount vouchers & codes
    If shopping online, you are able to add any discount codes at the "cart" where a Discount code box will show. Or at the "checkout" stage at the very end before confirming your order, there is a coupon code box which will also allow you to add any discounts to the order.
  • What do I do if I have received a damaged, faulty or incorrect item?
    If you have received a faulty or damage item, then please get in touch with one of our customer services representatives, either by phone or email. You will be asked to send us a photo of the damage or incorrect item so that we can log this and go on to resolve your issue as quickly as possible.
  • When will the money be debited from me?
    Your card / Paypal account will be debited at the point of placing your order.
  • How long are voucher codes valid for?
    All voucher codes will carry their own expiration date. Please check any small print or emails sent containing codes for their end date. If you have any issues then please get in touch with one of our customer services team who will be happy to help.
  • Can I redeem a voucher once it has expired?
    Unfortunately we are unable to action discount vouchers once the date on them have expired, so please ensure you check the expiry date before use.
  • Do WA offer gift vouchers?
    Currently Warehouse Aquatics do not sell gift vouchers.
  • I have placed an order but I have not received bubble points why?
    Bubble points are added to your account automatically if you have logged in to place an order. Points are approved and show up in your account once the order is dispatched. If your points have not been added, this may be because the order has been placed as a guest. If this has happened, then please get in touch with one of our customer services team who will be able to assist you.
  • Where can I track and check my points?
    You can log into your warehouse aquatics account to check and track any bubble points earned.
  • Do I need to register to earn points?
    You need to register your email address with us either by telephone or on our website. Once you are registered, if you use this login information to place your order the points will automatically be added to the account.
  • Why can I not log into my account?
    Please ensure you are using the correct email address, and you password is being typed correctly. If you are getting any error messages then please screen print these and try to forward these on to us. Passwords are case sensitive so ensure they are being input correctly. If you are still having trouble logging in, please give us a call on 01772 440230 and somebody from customer services will be happy to help.
  • What do I do if I cannot remember my password?
    If you are unable to remember your password, the please select "Forgotten Password" Link on the sign in page. If you are still experiencing issues with resetting your password, then please call us on 01772 440230 one of our customer services team will be happy to help.
  • Why will my discount code not apply at checkout stage?
    If your offer code doesn't work, please check the expiration date on the relevant marketing material (email, newspaper, catalogue, brochure etc). If the code still doesn't work and is still within the expiration date, please contact our customer services team.
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