Frequently asked questions
Ordering
Do you want to make changes to your order?
Do you want to make changes to your order?
We can remove individual products from your order or your entire order if it has not yet been sent for packaging.
If you would like to make changes to your order, please contact our customer service.
Has my order been shipped?
Has my order been shipped?
Once your order has been processed, you will receive a shipping notification via email.
Where is my order?
Where is my order?
The delivery time for orders is 3-10 business days, and it is calculated from the business day after the order date. You will receive a shipping confirmation by email when your order has left our warehouse. You will also receive a notification of the arrival of the shipment by text message to the mobile phone number you have provided in your customer account.
Delivery times may be extended during promotions.
Is it possible to get the product with express delivery?
Is it possible to get the product with express delivery?
If a pink express delivery icon appears on the product card and next to the size you have selected, the product can be shipped within 1-3 business days. The delivery date is calculated from the business day following the order date. Please note that if you order multiple products, all products must have the express delivery icon so that the order can be shipped within 1-3 business days of express delivery.
Payment
How can I pay for my order?
How can I pay for my order?
In our online store you can pay with the most common payment cards, online payment, Mobilepay, Klarna or invoice. All of the options available to you are equally secure.
Our online store uses the Paytrail service to make it easy, flexible and secure for you to pay for your purchases. By answering a few simple questions, you can easily identify yourself in the service and choose the payment method that suits you best.
If you have any questions regarding payment, please contact Paytrail customer service directly https://www.paytrail.com/.
Has my order gone through?
Has my order gone through?
You will receive an order confirmation to the email address you provided as soon as your order has arrived and been accepted. You can always check the status of your order by logging into your My Account page.
I didn't receive an order confirmation, but my payment card has been pre-authorized. What do I do?
I didn't receive an order confirmation, but my payment card has been pre-authorized. What do I do?
Sometimes our order confirmations may end up in your spam or promotions folder, so please check them.
In some rare cases, a pre-authorization may have been placed on your payment card, even though a technical error occurred at the time of ordering. The pre-authorization will be removed from your account within 1-5 banking days.
When will I receive a refund for the products I returned?
When will I receive a refund for the products I returned?
You will be able to see the refund on your bank statement five banking days after you receive the return confirmation from us. The money will be refunded to the payment method you used when ordering.
Please note that returns are always subject to a shipping fee of €4.95 (Finland) / €6.95 (other countries) and these will be deducted from the amount of the returned products.
I haven't received an order confirmation. What do I do?
I haven't received an order confirmation. What do I do?
If you have not received an order confirmation email shortly after placing your order, this may mean that there has been some kind of error with your order. Log in to your My Account page to check the status of your order. Go to "My Orders", find the correct order and check that everything looks good.
Sometimes our order confirmations may end up in your spam or promotions folder.
Do you want to use a gift card?
Do you want to use a gift card?
You will find a gift card code on the gift card, which you can enter in the shopping cart under "Gift card or/and discount code". Remember to press the blue "Use" button after entering the code. If there is still a balance to pay after deducting the gift card amount, select a payment method and pay the difference.
Exchange and return
Is there a charge for returning products?
Is there a charge for returning products?
A return fee of €4.95 will be charged for returning products (returns within Finland).
These costs will be deducted from the amount of the products you return.
Have you received my refund?
Have you received my refund?
It can sometimes take up to 14 days for your return to be received and processed. You will be able to track the progress of your return using the tracking code you will receive upon return.
Once your return has been processed, you will receive a notification via email.
When will the money be returned?
When will the money be returned?
The money will be refunded to the payment method used for the order within a few business days of registering the return.
Can I exchange the product?
Can I exchange the product?
We do not currently have an exchange service.
If you want to exchange the product: return the original product and place a new order for the new product you want. You will be charged for shipping costs for the new order, if it does not exceed the free shipping limit of €50.
Can I exchange a product at a promotional price?
Can I exchange a product at a promotional price?
Exchange of a product purchased with a promotional price or with a discount code is done by returning the product and ordering the product again from the online store, just as exchanges are done for products with a regular price. If the product is no longer available in our online store at the same promotional price or the discount code is no longer valid, the customer is not entitled to the promotional price in the exchange, but must pay the current price displayed in the online store for the new product.
How do I return the product?
How do I return the product?
Products have a statutory 30-day exchange and return right, except for racing suits (Carbon series). Purchased racing suits cannot be exchanged or returned, we sell all suits untrimmed so that we can maintain the factory warranty on the suits. Note: we do not accept orders returned in any other way.
Please use the returns form that came with your order for returns.
Return via Posti
The postal return code is 636736.
You can return the package at any post office return point (not at the machines). Take the package to the counter and tell us the return code. You can find a map of post offices and parcel machines at posti.fi/kartta .
Return via Matkahuolto
Matkahuolto's return code is 9546388.
You can return the package at any Matkahuolto return point (not at the machines), take the package to the counter and tell us the return code. You can find the nearest return point at: matkahuolto.fi/palvelupisteet
Return address: Customer Returns/ Aqua Action Finland Oy, Pellervonkatu 9, 33540 TAMPERE
The returned product must be in resaleable condition, unused and clean, and the sales packaging must be intact. If the product is damaged or broken, please send us a description of how the damage occurred when returning it.
You can contact Aquaction for all exchange, return or complaint matters by email: info@aquaction.fi. When processing returns, we follow the times specified in the Consumer Protection Act and strive to handle the matter as quickly as possible, informing the customer of the situation.
How do I return from outside Finland or from Åland?
How do I return from outside Finland or from Åland?
Read more about returns outside Finland here .
The same terms and conditions apply to returns in Åland as to other returns outside of mainland Finland. However, returns in Åland are always collected directly from your home. Read more about VAT-free deliveries in Åland here.
Account and delivery
What is a user account?
What is a user account?
A user account is automatically created for the customer during the ordering process, and you will receive the ID and password for the account in your email. Your mobile phone number is necessary because you will then receive a text message with a pickup code when the shipment is available for pickup.
The user account is updated according to the order status. For example, the tracking number of a postal package is updated in the user account. Aquaction does not disclose customer information to third parties.
How do I know that my order has been registered?
How do I know that my order has been registered?
An order confirmation will automatically be sent to the customer via email for orders placed. Therefore, it is advisable to add an email address to your contact information when placing an order.
How are orders delivered?
How are orders delivered?
We ship orders via Matkahuolto or Posti, depending on the customer's choice. Orders can also be picked up from our Tampere store.
You can choose your preferred delivery method when placing your order. Once your order has been shipped, you will receive an email with a tracking link that you can use to track the progress of your order.
Products include VAT and are unit prices unless otherwise stated.
If you are under 18 years of age, you will need the consent of a guardian to place an order. Any misuse of the online store is prohibited.
Aquaction is intended for private consumers. We ask retailers and clubs (club uniforms) to contact us by email at olli@aquaction.fi .
