Check icon High quality, since 1989
Check icon Webshop reviews 9.7 out of 10
Check icon 15 years warranty

Customer Service

Fabrice - customer service-min

Contact

Address
Kiezel Kleine Brogel 57
3990 Peer
België

Opening hours 

Monday till friday
08:30 - 17:00
SaturdayClosed
SundayClosed

Phone number
+32 11 61 01 28

E-mail address
info@aquastep.be

Frequently Asked Questions

Below you'll find answers to the questions we get asked the most about our products and the company.

Ordering samples

Want to see and feel an item in real life first? We totally understand that! That is why you can always order a sample from us.

Yes, you can order samples from us.

You can order a sample from us by clicking on the 'order sample' button on the product page of the item you want a sample of.

You can order 1 sample per item. In total, you can order 5 samples.

A sample order cost € 1 per piece.

Your sample will be shipped with Bpost or PostNL.

You will receive your sample within 2 business days.

Order

Ordering a new floor, wall or ceiling from Aqua-Step.com is a breeze. Simply follow these easy steps:

  1. Explore our extensive range on the webshop. Aqua-Step offers a wide range of products, wich can sometimes make choosing a bit challanging. Therefore, use our handy filters to find exactly what you're looking for. If you already have an idea of what you want, you can easily navigate to the desired product via our intuitive navigation or use the search bar. If you'd prefer personal advice, our friendly staff are on hand to assist you. Don't hesitate to contact us for the perfect advice.
  2. Add your desired products to your shopping cart. Have you found the right products? Great! Place them in your shopping cart by simply clicking on the 'Add to cart' button. You can then continue shopping or proceed to checkout. Don't forget to also add matching materials, such as skirting boards or edge banding, to your order.
  3. Payment and completion of your order. Checking out your shopping cart is quick and easy and can be completed in five steps:
Step 1: Fill in your billing and shipping details.
Step 2: Add any information about the delivery, such as a desired delivery date or special delivery instructions.
Step 3: Choose one of our various payment methods.
Step 4: Check your order and enter a discount code if available.
Step 5: Place your order, make the payment, and you're done!

You cannot modify or cancel your order with a button. If you wish to change or cancel your order, please contact customer service as soon as possible or send an email to info@aquastep.be.

Payment

Different payment methods and arranged with a few mouse clicks.

You can make payments with us using: iDEAL, MasterCard, Bancontact, PayPal, and Visa.
Unfortunately, this option is not available for private individuals.

Delivery

We do everything we can to deliver your order as quickly as possible.

We deliver the floors, wall panels, and facade cladding quickly! We work with fixed transport routes. Depending on where you live, it may take a minimum of 2 days and a maximum of 7 days until your order is delivered.
Aqua-Step.com collaborates with a number of different transport companies. Due to the large dimensions and weights, we usually deliver by truck. However, for small packages, we sometimes also use Bpost or PostNL.
Our deliveries are handled by specialized transport companies. You can always specify a preferred date during the checkout process. The PRESENCE OF 1 OR 2 PERSONS UPON DELIVERY is important. There always needs to be someone present to receive the goods. For certain deliveries exceeding 2 meters, the assistance of 2 persons is mandatory in order to unload the goods. The transporter only delivers up to the first threshold or the first obstacle they encounter (e.g., an unpaved road). Packaging material is not taken back upon delivery.
Indeed, you can! You can easily specify the delivery date that suits you best. During the checkout process of your order, you can fill in the desired delivery date in the comments box. Please take into account the following points:
  • We typically deliver as quickly as possible according to our standard terms. Currently, we cannot deliver any faster.
  • A later delivery date is always possible.
  • Specific time deliveries are not possible.
We only deliver within the BENELUX region. Please refer to our location finder for more information.
At Aqua-Step.com, you only pay €49.95* for your shipping. If you order for more than €450, the shipping costs are free*.
*For overseas destinations such as the Wadden Islands, an additional transport cost of €75 is charged.
*For small orders, for example, only clips, you only pay €6.95 for shipping.
Before you take further steps, you should ask yourself whether you ordered the clips and trim (these materials are not automatically included in your order). If you did order the clips or trim, but they are missing from your order, please notify customer service as soon as possible. We will try to resolve this issue as quickly as possible.
To ensure a smooth delivery, we kindly ask you to make sure that someone is definitely present to receive the order. If no one is available at the delivery address, the transporter will take the delivery back. We would like to avoid this, as an additional cost of €39.95 will be charged for the re-delivery. Therefore, please notify customer service in time if you are not present on the delivery day.

Pick-up

Yes, you can choose to pick up your order. Our pick-up adress is HDM, Kiezel Kleine Brogel 57, 3990 Peer, Belgium. We kindly advise you to contact us in advance for a smoother process.

 

Return or exchange

Still want to return or exchange your products? Here you can read if and how this is possible.

Unfortunately, goods sometimes get damaged or defective during transport. This is inconvenient for everyone, but fortunately, Aqua-Step.com will resolve this for you. If you only discover that the goods are damaged or defective after unpacking, take the following steps:

  • Do not process the damaged or defective products.
  • Take a few good, detailed photos of the damage/ defects
  • Email the photos to info@aquastep.be or send us the photos via WhatsApp with a description of the problem.
  • We will evaluate the situation.
  • If we find that your claim is justified, we will replace the damaged/ defective products.
  • We will schedule a new delivery in consultation with you.
However, please note! You must report damage within 30 days of receipt.

If you wish to request a return or replacement, please send us an email at info@aquastep.be with your order number.

At Aqua-Step, you can only return or exhange unopened items up to 2 weeks after purchase. Please contact customer service for the correct procedure. We will send you a return form and schedule a pick-up time with our transporter. Please never send items back without prior permission form customer service. If it is a voluntary return, you will pay €64,95.

Depending on your banking institution, your refund will be credited back to the original payment method(s) within 3 to 5 business days.

Product

Aqua-Step products do not exhibit a plastic-like texture due to their primary composition of Stone Polymer Composite (SPC), which predominantly consists of limestone (calcium carbonate, accounting for 80%) with only a minor proportion of PVC and additives. Consequently, SPC products bear a closer resemblance to tiles or natural stone (such as marble) rather than PVC.

SPC products boast an extended lifespan, with SPC being a durable and stable material furnished with a robust surface. The products come with a warranty period of 15 years.
Our experience with vinyl flooring indicates that primarily, the floating installation method poses challenges in a veranda or conservatory. Therefore, we recommend adhering the flooring to the substrate in the veranda. This can be accomplished with the SPC Aqua Click Tiles and the Vinyluxe floors.
Aqua-Step XL panels can be used as shower walls, but they are not suitable for the shower floor. We recommend the use of a shower tray. This is due to the difficulty in creating a slope towards a drain or grate with these panels. However, the installation of a shower tray allows for the easy finishing of the bathroom space with Aqua-Step XL.
Aqua Click Tiles can indeed be utilized as wall cladding within a shower space. The corners and other junctions should be sealed with moisture-resistant silicone. The sides can be finished with, for instance, an angle profile (PVC or aluminum). Aqua Click Tiles should not be used on the floor within the shower area; we recommend the use of a shower tray instead.
The Aqua Click Tiles can indeed be adhered to Gyproc. It is crucial to make the correct adhesive selection in this process. We recommend the use of MS polymer adhesive (such as Polymax High Tack / TEC7).

Yes, they can be affixed to Ytong blocks using MS polymer adhesive. However, it is necessary to first treat the Ytong blocks with a primer. Without this step, the structure would be too porous, resulting in the adhesive being absorbed into the blocks.

It is less practical to place Aqua Click Tiles directly onto a wooden framework. Given that the panels have a waterproof tongue and groove click connection, there is minimal space to secure them with a staple. While the panels can theoretically be adhered to the lattices, this could result in the seams rising and suboptimal adhesion. Therefore, this method is not recommended.
Aqua Step-XL (large panels) and Aqua Click Tiles (tiles in various sizes) can be utilized both on the floor and the wall.
Indeed, this is feasible. Of course, it is important to take into account the thickness of the floor, as it plays a decisive role in heat resistance. Also, be sure to read our blog: 'How do you choose the right underlayment for your floor?'.
Yes, Aqua-Step products are suitable for installation over underfloor heating. The maximum permissible contact temperature is 27°C. Internal note: Higher contact temperatures may cause issues with the click connection due to the expansion and contraction of the panel. This problem will primarily occur if the floor is installed as a floating floor. If the floor is fully adhered to the substrate, this will be less of an issue.
All Aqua-Step products come with a Declaration of Performance (DOP), where you can find information on fire safety and other relevant technical details.
Both the AQUASTEP XL and AQUA CLICK TILES can be installed in the shower area. The only difference between the two products is their size, which results in a different aesthetic. Both products are 100% water-resistant and thus impervious to moisture. These items are equipped with a click system that is also waterproof when properly installed. As an added precaution, Aqua-Step silicone can be applied to the long side of the tiles or Aqua-Step XL within the shower area. The Aqua-Step silicone is suitable for this purpose due to its appropriate viscosity, allowing the click connection to be perfectly assembled. Not every type of silicone can be used for this purpose. The internal corner and other junctions should be sealed with moisture-resistant silicone. Be sure to read our blog: 'This is how you create your dream bathroom!'.
Aqua-Step floors are designed and tested for indoor use. They have not been tested for outdoor use, so our advice is not to install these floors outdoors. While the base plate should theoretically be able to withstand outdoor conditions, the surface is certainly not suitable for outdoor use.
This is feasible provided the following conditions are met: 
  • Do not attach the radiator directly to the panels. Instead, drill holes through the panels and use screws and plugs to securely affix the radiator to the underlying wall.
  • Ensure that the wall against which you will be installing the Aqua-Step tiles or panels is dry.
  • Before applying the adhesive, degrease both the wall (substrate) and the back of the Aqua-Step tiles/panels. This is necessary for optimal adhesive bonding.

View our assembly instructions
here.
The Aqua-Step products that we currently manufacture from SPC are suitable for floors, walls, ceilings (later in 2023), and facades. It has not been tested for use as a kitchen countertop, so we cannot provide a guarantee for that application.
It is certainly suitable as a kitchen wall. SPC can withstand heat well, and the surface is highly resistant to stains, grease, and chemicals. Various cleaning products, such as vinegar and HG stain remover, for instance, have been tested on the surface and had no effect. It is always wise to test a cleaning product on a small corner, as manufacturers can change the composition of their products, which can affect their performance.
Yes, this matching trim or installation material can be found under 'Mix and Match' on the product page of your chosen panel.

Guarantee

Ordering on aqua-step.com means choosing certainty.

The products come with a warranty period of 15 years. Please refer to our warranty terms for more details.

 

Installation service

Unfortunately, we do not offer an installation service.

You can find the installation instructions on the product page of your product. Search for your product page via the search bar

Preparation and installation

How do I prepare for the installation?

We recommend full-surface gluing of an Aqua-Step XL floor with an MS polymer adhesive (high tack). It is necessary to protect the ends as these are finished straight.

For gluing Aqua-Step panels or tiles to the wall, we recommend using Aqua-Step adhesive in cartridges. The adhesive is then applied a bit thicker, which can compensate for minor differences in the flatness of the wall. For the floor, we recommend using Aqua-Step adhesive in buckets. The adhesive is applied to the floor in a thin layer using a notched trowel. Here it is important that it is a thin, even layer of adhesive on which the SPC tiles or panels are applied. If the adhesive were applied from a cartridge, there is a risk of height differences occurring under the floor, making it no longer flat. An uneven surface can cause problems for the click connection of the panels or tiles.

Installing an Aqua Click Tiles floor as a floating floor is straightforward. No special installation set is required, and if you adhere to the following guidelines, you can expect a beautiful result.

  • Ensure a level subfloor. Under a straight 1-meter ruler, the irregularities should not exceed 3 mm.
  • Ensure the correct underlay is used, it must be suitable for SPC floors (like this one: https://www.hdm.be/nl-be/secura-lvt-click-smart-n-6-25m2-3-ds-5300-x-1180-x-arb80789). There should be no springiness in the floor. The compressive strength of the underlay is particularly important and should not be less than 400kPa. Also, be sure to read our blog: 'How do you choose the right underlayment for your floor?'
  • At the head end, there is a "fall down" connection, to connect this properly it needs to be hammered in with a block. You can see this clearly in this video: https://youtu.be/c-zXw0S2ePQ

Maintenance and repairs

In most cases, cleaning the Aqua Click Tiles with a damp cloth will be sufficient. In addition, regular cleaning products can be used. However, you should avoid using corrosive substances, cleaning agents with aggressive components, or products that contain oil, wax, or varnish. Be sure to also read our blog: 'How do you clean SPC flooring?'

We have tested the HG stain remover in a chemical test and the result was good. Please note! It is always wise to test these types of products on a small, preferably not visible, surface before using it on a visible spot. The manufacturer of the stain remover can change the formulation without our knowledge, this can have consequences for the performance of the product on the surface of the Aqua-Step products.

Customer service

You can reach us at this number: +32 11 61 01 30. Alternatively, you can email us at info@aquastep.be.

Customer service is available from Monday to Friday, 8:30 AM to 5:00 PM, at the phone number: +32 11 61 01 30. We are not reachable on Saturdays and Sundays, but you can still get in touch by sending an email to info@aquastep.be or messaging us via WhatsApp. We wil respond to your query as soon as possible, no later than the next working day. You can also find this information on our contact page. Please do not hesitate to contact us if you have further questions.

Showroom

If you wish to view the panels and tiles in a larger scale or realistic setting, you are most welcome to visit our showroom at HDM Wonen, located at the following adress: Kiezel Kleine Brogel 57, 3990 Peer, Belgium. Alternatively, you can use our location finder.

 

Didn't find your question?

We understand that sometimes the answers you seek are not always readily available in our Frequently Asked Questions (FAQ) section. That's why we are here to lend you a helping hand. Our dedicated Customer Service team is committed to resolving any inquiries, concerns, or feedback you may have. 

Simply complete the form below, and let us assist you in finding the solution you're seeking. Thank you for choosing our services, and we look forward to working with you.

Contact form
Fields marked with asterisks (*) are required.