Help & FAQs
We want to design a better future so our production is based on demand and made-to-order system. We want you to keep a few things in mind when placing any pre-orders.
To answer all your questions, please contact firstname.lastname@example.org
• Pre-Order: These are items that are not currently in stock, however they are available to purchase in advance. As we will be producing these items for you, in the size you require, payment will be taken in advance.
• Please understand that product availability is not guaranteed, as production can be subject to external factors that may be outside of Swimsor's control. In this unlikely case, you will, of course, be refunded.
• As mentioned above, payment will be taken upon placing the order. The items will then be processed for delivery once the pre-ordered product has arrived at our warehouse facilities.
• Unfortunately because these item are not sold at a regular price, refunds are not possible. But you are certainly still eligible to return the item, as agreed in our exchange policy.
• To exchange your goods please contact email@example.com. Returns sent via other methods are accepted, but please understand that the customer is liable for the cost and delivery of this parcel.
• Please note, we cannot amend size or color once your order has been placed due to the system we currently have in place. As a start-up, we are still developing our systems and working harder every day to improve them. We would recommend placing a second order and cancelling the order that is incorrect within 24 hours of placing your order.
• Unfortunately, we cannot change the shipping destination country due to our current systems.
• Please note that there is no waitlist. All pre-order items are sold on a first come first serve basis, and Swimsor is unable to hold or reserve items.
• By placing a pre-order you are agreeing to these terms and conditions.
• Our usual terms and conditions apply.
• Our shipping policies apply.
Deliveries usually dispatch within 2 working days when the products are in stock, otherwise they dispatch on the date that is stated in the product description when ordered. Delivery times may vary based on location.
• COVID-19 UPDATE - we may experience some shipping delays and orders may take longer than usual. However, please note we are trying our very best to get your order to you as soon as possible.
There will be no customs or import taxes to pay on deliveries to the following countries Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
We currently do not offer pre-paid duties and taxes so please be aware that shipping from Europe to your shipping destination could incur customs charges. We cannot predict what these might be so please contact your local customs office to find out more.
• Free standard delivery to Slovenia on all orders above 160€. Otherwise shipping is 3€
• Free standard delivery to the rest of Europe on all orders above 160€. Otherwise shipping is 6€
• DHL fast & tracked delivery to Europe is 12€
• Standard delivery 5-14 days
• DHL delivery 2-5 days, when shipped you will receive tracking number by email (make sure to check spam folder)
• We collect your phone number only so that the delivery person can reach you
• DHL fast & tracked delivery / 15€
• Delivered within 2-14 days, when shipped you will receive tracking number by email (make sure to check spam folder)
• We collect your phone number only so that delivery person can reach you
• Because of customs offices, customers ordering from Brazil and Mexico should allow up to 30 days for delivery.
• DHL fast & tracked delivery / 20€
• Delivered within 2-30 days, when shipped you will receive tracking number by email (make sure to check spam folder)
• We collect your phone number only so that delivery person can reach you
• Some packages may get held up by customs offices and take a little longer.
Unfortunately we are unable to ship orders to some of the countries - if your country is not on the list at checkout, please write us an email at: firstname.lastname@example.org , and we will try to work something out. As soon as your order leaves our warehouse, you will be updated throughout it's journey. You will also receive a shipping confirmation email including your tracking number.
Our policy lasts 14 days. If 14 days have gone after item were delivered to you, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Additional non-returnable items: * Gift cards * To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 14 days after delivery, we offer only half of refund or a gift card Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account or paypal again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale and pre-sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are not defective or damaged or if they are due to our error. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we’ll give you further instructions.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should email us at email@example.com and await further instructions . You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and you are responsible for any damages and loses.