Did you know we have offset over 350,000lbs of carbon by planting a tree for every order we ship? 🌳

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FAQs

The item I want is out of stock, what can I do?

Sorry the item you like is out of stock, we operate on very small quantities to minimise waste but do not worry we are always keeping an eye on what our customers love so we can bring them back in. If an item is out of stock you are able to sign up to be notified when it is back online. This option is only available for items that will be restocked, we can't guarantee that this will 100% come back in.

How long does shipping take?

After you have chosen your destination country and before you complete your payment with us, please make sure that you are happy with the shipping charges displayed on our checkout page.

Unfortunately due to COVID-19 our international courier partners have consistently upped their prices as the demand for e-commerce goes up, in a period where there are less flights. Therefore we have had to up our shipping prices to reflect this increase. We will be constantly reviewing this and will look to bring this back down to normal as soon as we can. We thank you in advance for your understanding.

From the time your order is dispatched, shipping is expected to take 1-2 business days to dispatch.

More information about your delivery and how to track you parcel will be available in the confirmation email we will send you shortly after the dispatch of your order.

Please note your order may be subject to local customs regulations and fees, dependant on location, and therefore you will be liable to pay these import associated fees.

Also, due to the effects on Brexit and the uncertainty surrounding VAT and the transition, there is a chance you will be liable to pay VAT if you are based in Europe once your order arrives.

How much is shipping?

Please find our shipping rates below, these are under constant review based on courier charges.

UK Standard First Class : £4.50

UK Next Day (order by 1pm) : £7

UK Large : £8

EU Untracked : £8

EU Tracked : £10

USA Tracked : £12

Rest of World Tracked: £15

I have made my order but would like to make a change, what can I do?

You are unable to change or edit orders once the order is successfully placed, for example to change the delivery address or an item.

Please contact us using the contact us form right away if you need to change your order and we will be able to advise further.

Where does Swim Society ship from?

Our warehouse is based in the UK, in Harrow and we ship worldwide from here. We use MoreTrees to help offset the carbon used to ship your order and for every order placed, a tree is planted.

My package hasn't arrived, what if it is lost?

If you are based in the UK, please contact our customer service team here and they will be able to help you. Please make sure to include your order number in your email.

If you are an international customer, please be aware that due to Brexit legislation we are seeing some customers experience customs delays in certain cases. For the most part however, these are being released without further action. If you are unsure we always recommend selecting a tracked delivery service at our checkout and contacting the carrier directly in your region. If you are still experiencing issues, please do reach out to us and we can assist.

Returns Policy

What is your return policy?

If you're not quite happy with your purchase you can of course return this to us within 30 days of receipt, ensuring the tags and hygiene strips are still attached as our team will check once we receive this.

We do rigorous checks before items are sent out of our warehouse on our products and reserve the right to refuse returns of any merchandise that does not meet our return conditions. This is at our sole discretion.

Unfortunately as a small sustainable brand, we're not able to offer exchanges right now but this is something we will be looking at in future. Minimising waste is one of our top priorities, exchanging products often means the initial order is disregarded, so for us thats not something we can offer with a clear conscience. If you have any further questions, feel free to contact our support team any time.

How do I make my return?

From the day you made your purchase, you have 30 days to send them back to us for a refund.

If you are in the UK, we have just gone paperless which means there are no longer returns slips in your package and instead we use a portal to generate returns which can be found here.

This portal will allow you to either print your own returns slip or generate a QR code to take to your local post office. Please make sure to get proof of postage for anything you send back to us. If you have any queries, please drop us an email using our contact form with your Order Number and we can advise from here.

If you are based outside of the UK, please send your item(s) back to us using a tracked delivery service if possible.

Please include your original packaging. Once the item arrives, our team will inspect it and see if the product is in a sellable condition. If so, we will arrange a refund to the original payment method of the order. This includes when using vouchers/gift cards - these cannot be exchanged or refunded in cash.

We do rigorous checks before items are sent out of our warehouse on our products and reserve the right to refuse returns of any merchandise that does not meet our return conditions. This is at our sole discretion.

 

As a start up business we don't have all the bells and whistles we'd like just yet, this means that we're unable to notify you when your return has been received. Our returns can take up to 10 working days to be receipted and processed, you will receive an email once your return has been processed.
 

If you would like to arrange a return, and haven't got or have disposed of your returns form, please contact our team by submitting a support ticket and we will provide you with all the information required.

 

International Returns

Please package up the item/s and send to the address below using a tracked delivery service.

 
Attic Storage FAO Hutch Logistics (Swim Society Returns Team)
164 Honeypot Ln
Harrow
Stanmore
HA7 1EF

Please ensure you keep proof of postage purchase, either as an image or a scanned receipt.

Once the item has arrived back into our fulfilment centre and checked to ensure it is in a sellable condition, the refund will be released and deposited back into your account. If we find the item to not be in a sellable condition, we will contact you and arrange a redelivery to you. The customer will be liable for this postage charge. You may be requested to provide proof of purchase when requesting a refund. Please allow up to 5 working days from when the items arrives back at our fulfilment center for the payment to be processed.

If you have any questions, please email contact the support team.

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