Last Updated: October 14, 2026

At Los Acqua, we want you to be satisfied with your purchase. We take care to process orders accurately and ensure that products are delivered in good condition.

This policy explains how to request a return, exchange, replacement, or refund when shopping at losacqua.com.

1. Eligibility for Returns

Because fragrances and personal-care products are hygiene-sensitive items, returns are subject to the conditions outlined below.

A return or exchange request may be considered if:

You received a product that is damaged or defective.
You received an incorrect product or a different item from the one ordered.
Your order arrived incomplete or an item was missing.
The product materially differs from its description on our website.
Another circumstance gives you a right to a remedy under applicable consumer-protection law.

For change-of-mind requests, products must generally be unopened, unused, sealed where applicable, and in their original packaging. Approval is subject to our assessment and applicable law.

2. Products That Cannot Normally Be Returned

For hygiene and safety reasons, we generally cannot accept change-of-mind returns for:

Perfumes, colognes, and body sprays that have been opened or used.
Fragrance products with broken seals or damaged packaging caused after delivery.
Products that have been used, altered, or damaged by the customer.
Products returned without their original packaging or required accessories, where these are necessary to assess the return.

These restrictions do not remove any rights you may have concerning defective, damaged, incorrectly supplied, or misdescribed products under applicable law.

3. Reporting Damaged, Incorrect, or Missing Items

Please inspect your order after delivery.

If an item is damaged, incorrect, defective, or missing, contact us as soon as reasonably possible, preferably within 48 hours of delivery, so we can investigate promptly.

Please provide:

Your order number.
The name of the product concerned.
A brief explanation of the issue.
Clear photographs of the product and packaging, where relevant.

We may request additional information to assess your claim. The 48-hour reporting period is intended to help us investigate efficiently and does not automatically extinguish any statutory consumer rights.

4. How to Request a Return or Exchange

To request a return, exchange, or replacement:

Contact us at Losacqua.la@gmail.com or call +234 808 234 0343.
Provide your order number and explain why you are requesting a return.
Include photographs or other supporting information if relevant.
Wait for our instructions before sending any item back.

Please do not send products to our business address without first contacting us and receiving return instructions.

Once your request has been reviewed, we will communicate the available resolution and any applicable return arrangements.

5. Refunds

Depending on the circumstances, the resolution may be a refund, replacement, exchange, or another appropriate remedy.

Refunds may be considered where:

An order is cancelled by Los Acqua after payment has been received.
A product is unavailable after payment and no alternative is agreed upon.
A qualifying product is returned and the return is approved.
An item is defective, damaged, incorrectly supplied, or otherwise qualifies for a refund under applicable law.
A duplicate payment or other payment error has occurred.

Approved refunds will generally be returned through the original payment method where practicable. Processing times may depend on the payment provider or financial institution.

We will communicate the applicable refund arrangements once your request has been reviewed.

6. Return Shipping Costs

Where a return is necessary because Los Acqua supplied the wrong item or the product arrived damaged or defective, we will communicate the appropriate return or collection arrangements.

For approved change-of-mind returns, the customer may be responsible for return delivery costs, where permitted by law and agreed under the applicable return conditions.

We will communicate any applicable costs before the return is arranged.

7. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

Orders that have not yet been processed or dispatched may be eligible for cancellation.

Once an order has been dispatched, cancellation may no longer be possible, and you may need to follow the applicable return process.

If Los Acqua cancels an order after receiving payment, we will arrange an appropriate refund in accordance with this policy and applicable law.

8. Exchanges and Replacements

Exchanges and replacements are subject to product availability.

If an exchange is approved but the requested replacement is unavailable, we will discuss an alternative resolution with you.

Products returned for exchange must meet the relevant return conditions, except where those conditions cannot lawfully be applied.

9. Contact Us About a Return or Refund

For assistance with returns, exchanges, or refunds, contact:

Los Acqua

Email: Losacqua.la@gmail.com
Phone: +234 808 234 0343
Address: Duplex No 26b, Ebuluofor Lake Way Crescent, Lekki Palm City Estate, Ajah, Lagos, Nigeria
Website: losacqua.com

We aim to handle every request fairly and communicate the next steps clearly.

Delivery Timelines

Los Acqua aims to process and deliver fragrance orders as efficiently as possible. The information below explains our order processing, estimated delivery times, and delivery conditions.

1. Order Processing

Orders are processed after successful payment confirmation, subject to product availability and verification where necessary.

Please allow 1–2 business days for order processing before dispatch. Orders placed on weekends or public holidays may be processed on the next business day.

You will be contacted if an issue affects the processing of your order.

2. Estimated Delivery Times

Our proposed delivery estimates are as follows. Actual timelines should be confirmed against Los Acqua’s courier arrangements before publication.

Delivery Location	Estimated Delivery Time
Lekki, Ajah, and nearby areas	1–3 business days
Other areas within Lagos	2–4 business days
Other states within Nigeria	3–7 business days

These estimates begin after order processing and dispatch arrangements, and are not guaranteed delivery dates. Remote locations, courier availability, public holidays, and other logistical circumstances may extend delivery times.

3. Delivery Fees

Delivery charges depend on the destination, delivery distance, package requirements, and courier service used.

The applicable delivery fee will be communicated or displayed during checkout before you complete your purchase.

Where additional charges arise because a customer supplies an incorrect address or requests a change after dispatch, we will communicate the relevant arrangements before proceeding.

4. Delivery Information

Customers are responsible for providing accurate delivery details, including:

Full name.
Active telephone number.
Complete delivery address.
Relevant directions or landmark information.

Please ensure that someone is available to receive the order at the stated address.

If delivery cannot be completed because the recipient is unavailable or the address is incorrect or incomplete, the courier may need to arrange another delivery attempt. Additional charges may apply where appropriate and will be communicated to you.

5. Tracking and Delivery Updates

Where tracking is available, delivery information or tracking details may be shared through the contact information provided when placing your order.

Please ensure your telephone number and email address are correct so that we can contact you regarding your delivery.

6. Delivery Delays

Although we aim to meet our estimated delivery timelines, delays may occur due to circumstances beyond our reasonable control, including:

Traffic congestion and road conditions.
Weather disruptions.
Public holidays.
Courier service delays.
Incorrect delivery information.
Unexpected operational or logistical issues.

If your order has exceeded its estimated delivery window, contact us with your order number so that we can follow up.

If an order cannot be delivered or is significantly delayed, we will work with you to determine an appropriate resolution in accordance with applicable law.

7. Incorrect, Damaged, or Missing Deliveries

If your delivery contains the wrong product, arrives damaged, or is missing an item, please contact us as soon as reasonably possible.

Include your order number and supporting photographs where relevant. We will review the issue and communicate the next steps.

Please retain the product and its packaging until we have advised you on how to proceed.

8. Delivery Address Changes

If you need to change your delivery address after placing an order, contact us as soon as possible.

Address changes may be possible before dispatch but cannot be guaranteed once the order has been handed over to the courier.

A change of destination may affect delivery timing or charges.

9. Contact Us About Delivery

For delivery enquiries, delayed orders, or tracking assistance, contact: