Frequent questions

How can I place an order?

Orders can be placed both from the account (it is necessary to create a customer account with a valid email address) and without being registered on our site. Add the desired products to the cart, and complete the order by filling the fields with real data.

How do I pay for the order?

Currently the only payment method available on the site is payment by card:

Credit / Debit Card – Online Payment Processor (

  • Accepted cards are Mastercard, Visa and Visa Electron – any model.
    After completing the order you will be automatically redirected to a secure link where you will have to follow the instructions received. Once you have completed the payment, both you and you receive a notification by email (the lack of this notification from Online Payments indicates that the transaction was not completed successfully).
  • The processing of card data is done exclusively on the Plati Online server, does not request and does not store any details regarding your card.

Your transaction through the Online Payment system will appear on the account statement with the name AQUA Publis SRL.

Cash on delivery – for orders of at least 50 euro – for Romania.

How long does it take to process and deliver orders?

The packages are processed and delivered by courier, within 48 – 120 hours from placing the order.

Orders will be processed and shipped only during this time, if you want to receive the order within a period that exceeds this time, we ask you to place the order near the chosen date.

How much is the shipping?

For orders over 200 RON, shipping is free.

  • Bucharest eCourier-Cargus (CARD): 10 lei
  • Bucharest Fan (card or refund): 14.5 lei
  • In the country eCourier-Cargus (CARD): 15 lei
  • In the country Fan (card or refund): 19.5 lei

For the price of transport in Europe, except Romania (whose costs you have displayed above), you can find the delivery cost on the check out page, where you select the destination country.

Do you ship abroad?

Yes, below you will find the list of countries in which we deliver:

  • Belgium;
  • France;
  • Germany;
  • Italy;
  • Romania;
  • Spain.

How can I cancel an order?

To cancel the order you must contact us by phone:+40 737 828 871 or by email: and request the cancellation of the order.

If the order has not been processed, the transaction is canceled, and the amount paid will be returned to the customer’s account, in 3 – 15 working days, depending on the bank issuing the card.

  • When the order was picked up by the courier we need confirmation that the customer refused to receive the package, and will wait for the collection of the order amount, then the credit procedure is initiated, and the amount will be returned to the customer’s account in 1-30 days working according to the card issuing bank.

How do I return the products?

The right of return applies only to products ordered and paid for through the site. A return request is completed: CLICK HERE, to which you will receive an answer by e-mail or telephone within 10 working days with the return instructions.According to GEO no. 34/2014, the consumer has the right to withdraw from the distance contract, notifying in writing (download the model of the withdrawal form), by e-mail, at or by mail, that he renounces the purchase, without penalties and without invoking a reason, within 14 calendar days of receiving the product. The renunciation of the purchase is applicable only to the individual clients (art. 2 par. 1).The following are exempted from the right of withdrawal from the contract:

  • 1. the supply of products that are likely to deteriorate or expire rapidly (art. 16, letter d);
  • 2. the supply of sealed products that cannot be returned for reasons of health protection or hygiene and that have been unsealed by the consumer (art. 16, letter e);

Thus, the returned cosmetic and hygiene products must be in the same condition in which they were delivered, in the original packaging (including protective foil or seal, if any), with all related accessories, without signs of wear, modification or consumption. , both in the case of products and accessories (boxes, additional packaging), with intact labels and all original documents that accompanied them (eg instructions for use). The return of the products will be made at the client’s expense, without undue delay and within a maximum of 14 calendar days from the date on which he communicated to the professional his decision to withdraw from the contract in accordance with art. 11. The term is respected if the products are sent back by the consumer before the expiration of the period of 14 calendar days (art. 14, paragraph 1). Upon receipt, the package will be checked to see if it meets the above conditions, otherwise it will be refused. Thus, packages containing products in a state other than the one in which they were delivered, those whose return has not been notified in advance, as well as those containing products damaged during transport due to improper packaging will be rejected.

According to the law, AQUA Publis SRL will return the value of the returned products (excluding transport taxes) within a maximum of 30 days from accepting the return for orders paid with the card, the amount will be returned on the same card used for trading.

I have not completed the payment, how can I resume the process?

If you encountered errors when entering the card details, the order can be paid by entering the “Orders” section (only for customers registered on the site). To retry the payment, access the order and click on “Retry payment through PlatiOnline”.
The possibility to “Retry payment through PlatiOnline” is valid for 3 hours, after the expiration of this term, the order can no longer be paid and you must replace the order.

* Note: There is a possibility that in the past time since you placed the order and until the moment you complete the payment, the products will no longer be in stock, the site does not make product reservations. If you have managed to pay and the products are no longer in stock, the transaction will be canceled and the money will be refunded.

Can I receive the invoice on the company?

In the “Checkout” page, in the “Do you want invoicing per company?” section, you must fill in the data of the company for which the fiscal invoice will be issued. If you have placed the order as a natural person, the invoice cannot be generated for the legal person, this is also valid for the change from the legal person to the natural person.

How can I change my contact details?

You can change your customer data at any time by accessing the “Addresses” and “Account Details” sections of “My Account”.

How can I find out more information about products/ orders?

Customer Relations are at your disposal from Monday to Friday, between 08:00 – 16:00:

If you want to find out more details about the status of the order, customers registered on the site can always access the “Orders” section, and for those who do not have a customer account, they can track the status by accessing: Track the order.

How do I send a request for collaboration?

Send an email with a detailed offer / presentation and all contact details to:

How can I find out how many reward points I have?

Only customers registered on the site (those who have an account) benefit from the reward points. These are visible in “My Account” in the “Reward Points” section.

How do I find out which products I have subscribed to for "Stock Notification"?

The list of products for which notification has been requested is available to customers registered in the “Subscription List” section of “My Account”.

Why can't I buy more pieces for some products? has as object of activity the retail trade, for this reason there are limitations to the addition of the products in the basket. The limitation is dynamic, it is not standard, so for most products no limit is set, but there are also products for which the limitation is a maximum of 2/3/5 pieces per order.
When the limit is exceeded, in the cart you are notified which are the products and what the purchase limit is.