Frequently Asked Questions
1. When can I expect my product from the time of purchase?
All our standard products are shipped from overseas in Europe and have a wait period between 2 and 12 weeks, depending from the complexity of the product. Kindly contact us to be updated on the wait period of your selected product.
2. What shipping options do you offer?
Due to the weight and volume of most of our products, we often use the sea freight option. It takes approximately 6 weeks to ship from Italy to Australia. That’s why when it comes to smaller products, we frequently take the air freight route, which takes approximately 1-2 weeks.
3. Are the shipping costs included in the price?
Absolutely. We at ViRAQUA want to make things clear. You pay just for your product and nothing else. Therefore, fright from Europe, Custom fees and local delivery are all included in the price.
The only exception are tiles and marble coverings, where delivery costs are calculated based on the number of the pallets.
4. What happens if my product arrives faulty from the manufacturer?
While this is an option that our customers hardly ever use, it is still important to explain the importance of it, as nobody is perfect and mistakes happen to everyone.
We try to make this process as easy as possible for our customers and the only thing we ask, is to follow the instructions we give you to resolve the situation as soon as possible.
If you need to file claim, kindly contact us through the contact page and title your message “claim.” Also, please send us a copy of your TAX invoice to firstname.lastname@example.org. We will take care of the rest.