How do I contact Aquatalia?
Please submit your questions and feedback via the Contact Us form. Our customer service team will respond to your inquiry in a timely fashion.
Why is my credit card information not being accepted at checkout?
If you are having trouble with your credit card payment at checkout, please make sure the name, address and security code (CVV) you have entered match your card statement information. A credit transaction will not be accepted unless this information matches exactly.
How do I get assistance with placing my online order?
There are several ways to get assistance with placing an online order:
- Use the Contact Us form to let us know how we can help.
- Call our customer service number: 1-866-250-7655 (Monday – Friday: 9:30am to 6:00pm EST, Saturday 10:00am to 5:00pm EST)
What are Aquatalia.com’s policies regarding returns and exchanges?
Unworn merchandise in its original condition may be returned or exchanged within 30 days of the date of purchase. Aquatalia.com accepts returns and exchanges of merchandise purchased only on Aquatalia.com.
US Orders: Enclosed with each Aquatalia purchase is a return label for easy and convenient returns and exchanges. Please send your product in the original box. Customers will be responsible for the cost of returning merchandise for returns. If the return shipping label enclosed in the original packaging is used, $6 US will be deducted from the refund. Shipping costs associated with returning merchandise for an exchange will be covered by Aquatalia.com.
Canadian orders: Please send your product in the original box. Customers will be responsible for the cost of returning merchandise for returns and exchanges.
Please contact our Customer Service Team for more details via our Contact Us form [link] or by calling 1-866-250-7655 (Monday – Friday: 9:30am to 6:00pm EST, Saturday 10:00am to 5:00pm EST).
What are Aquatalia’s policies regarding shipping rates, and locations?
- All orders are shipped with UPS.
- We offer the following shipping options:
Regular ground shipping is $5 USD flat fee (continental US only), up to 5 business days for delivery.
Expedited shipping is $15 USD flat fee, 2-3 day shipping
Regular ground shipping is $35 CAD per pair, 5-10 business days for delivery.
- We currently ship only within North America and do not accept international orders or credit cards.
- You will receive email notification with your tracking information once your item has been shipped. All shipments are sent out during regular business hours, Monday to Friday.
- Unfortunately, we do not ship to P.O. Boxes; a physical address is required for all shipments.
- If an item that you have ordered is not in stock, you will be notified as soon as possible via email.
- All orders require an adult signature upon delivery, unless otherwise requested in the comment box during checkout.
- If you require assistance regarding shipping options, please contact our Customer Service Team via our Contact Us form or by calling 1-866-250-7655 (Monday – Friday: 9:30am to 6:00pm EST, Saturday 10:00am to 5:00pm EST)
How do I track my online order?
Simply login to your account, click on “My Orders” and click on appropriate order to retrieve your tracking number.
How do I update my account information?
Login to your account to make any changes to your account information.
How is my online credit card transaction secured?
Aquatalia.com uses PayPal to provide a simple and secure checkout process. Please consult the PayPal website for more information.
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How do I subscribe to the Aquatalia Newsletter?
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How do I unsubscribe from the Aquatalia Newsletter?
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What is weatherproofing (fall/winter collection)?
The weatherproofing process, which was developed exclusively for Aquatalia by Marvin K., provides a protection for the supple leather and suede used in our Fall-Winter collections.
During the tanning process, the leather and suede skins are bathed in a special sealant within a uniquely designed drum. This sealant penetrates through the fibers, resulting in soft and natural looking leather and suede that prevent the absorption of moisture and also provide salt and stain resistance. Each seam made during the stitching stage of production is filled with a liquid sealant to prevent water penetration. This unique and complex process allows the materials to resist moisture while maintaining breathability, keeping your feet comfortable and dry. Please note: fastenings and zippers cannot be protected against water penetration.
Our weatherproof fall/winter collection is designed to be worn in all types of weather: sun, rain, sleet or snow. The functionality and comfort of Aquatalia are built-in features that bring added value to your footwear investment.
What type of insoles are used in Aquatalia footwear?
A padded, insulating footbed is used underneath the sock lining. This footbed is made with long term memory foam, designed to conform to your foot shape and maintain the comfort you initially feel in our footwear. This unique feature will keep your feet comfortable year round, indoors or outdoors, regardless of the weather. During cold weather, the special insulator will activate to keep your feet warm. In warmer weather, the breathable microfiber lining will keep your feet cool and dry.
What types of outer soles are used in Aquatalia footwear?
The outer soles are fabricated using a special rubber compound that retains its flexibility, even in cold weather conditions. They are specially designed to be slip resistant, providing maximum stability.
How do I care for my Aquatalia footwear?
The following is a general guideline to care for your Aquatalia product.
Aquatalia footwear in our Fall-Winter collection provides you with beautiful soft leathers and materials which are both weatherproof and stain resistant.
Stains can be classified and treated as follows:
Watery stains including coffee, milk, cola, wine and alcoholic beverages can be wiped off using a soft cloth moistened with water. With more tenacious stains, we recommend that you wipe off with a soft cloth moistened in a solution of water and neutral soap or a solution of 5% ammonia in water.
If the outer surface of your footwear gets wet, do not place on or near any direct heat. This will negatively affect the weatherproof sealant of your product. It is important to allow your footwear to dry naturally. To restore original texture and beauty of the materials, use the following methods:
For suede, brush gently with a soft suede brush. For leather, polish with a quality wax and buff using a cloth or brush.
Store your Aquatalia footwear in a cool, dry environment, away from direct heat.
How do I care for my Pony Hair Calf shoes/boots?
Aquatalia’s pony hair is made from the finest quality Italian calf leathers. In order to maintain the leather’s luxurious texture and sheen, they do not undergo Aquatalia’s fall/winter weatherproofing process. Our pony hair calf styles are naturally water-resistant, but should not be considered weatherproof. To keep the pony hair looking its best, lightly brush the hair in its natural direction with a soft shoe brush.
I am interested in selling the Aquatalia by Marvin K. and/or Rena for Aquatalia brand in my store. How do I get in touch with the Aquatalia sales team?
Please send us your contact information by filing out the “Retailer Inquiry” Contact Us form and one of our sales representatives will contact you.