FAQ

General inquiries

• Have you got a physical store that I can visit?
  Yes, by appointment. Products can be collected by appointment. 

• Are all the aquarium articles in stock?
  Most of the products in our online shop are in stock.

Payments

• What is your IBAN number?
  Our IBAN number is: IBAN  BE43 7360 7063 8801 attn. Aquascaper.be.

• I got an error code during checkout. What should I do?
  Sometimes glitches occur in the payment module. You can look up your order via your account, open it up and make the payment again via 'Pay now'.

• If I come to collect my order myself, can I pay by pin?
  Not yet, but you can pay by Bancontact app or Payconiq.

Shipping

• Do you make shipments in freezing and sub-zero temperatures?
  Yes, we ship throughout the whole year. Whenever freezing temperatures are expected, we add a heat pack to your order. This keeps your order frost-free, so that your plants won't freeze.

• I have received an email notification that my order has been shipped. How long will it be until I get my order?
  You can expect to receive your order within 24 hours of receiving this email.

• Can I come and pick up my order instead?
  Yes, you can. We'll contact you, when your order is ready.
  
  
• Help! My package is badly damaged.
  Don't panic. Get in touch with us and we'll sort everything out.
  If your package is damaged, please send us a photo.