What is your Returns Policy?
We hope you will be completely satisfied with any product purchased from Simply Swim. However, should you wish you can return it for any reason within 30 days from the date of despatch for an exchange, credit note or refund (less postage costs), excluding gift cards and E-gift cards and ineligible items*. Items must be unused and in an 'as new' condition with all packaging and labels/tags attached. Returns must be actually received by us within this 30 day period to qualify so we recommend you use a tracked service to do so. We aim to process returns as soon as possible, however please allow up to 14 days for your refund to be processed during peak periods.
Please take care when trying items on. If an item is returned to us in an unsuitable condition, worn or damaged, or is returned outside the returns window, we won't be able to refund you. In this case, we would have to send the item back to you and ask you to cover the costs of delivery. If we don’t hear back from you within 14 days, the goods will be destroyed.
If you return an item that you didn’t purchase from us (or an item that is not suitable for credit or exchange), we’ll do our best to contact you from the details provided in the parcel. We’re happy to send these back to you and you would be required to cover the costs of delivery (£8 for UK customers). If we don’t hear back from you within 14 days, the goods will be destroyed.
If we feel that a customers returns pattern is unusual then we may have to deactivate the account. We regret we are unable to accept international returns.
* Ineligible items for returns are certain intimate personal items such ear plugs, nose clips, swim socks and swim caps where it is evident that they have been opened and tried on or used. This is in fairness to other customers who would not want to receive such items after they have been tried on by another person.
Your statutory right to cancel under Consumer Contracts Regulations is unaffected.
Extended Christmas Returns
Orders placed between the 20th of November and the 20th of December (inclusive) will be subject to an extended returns period. You will be able to return items purchased during this period up until the 15th of January for a credit note/gift voucher only.
How do I return an item?
Firstly you must visit our returns portal to arrange your return
Once you have received the required returns number (these start with RMA) through the portal then please complete the returns form that's provided in your parcel and include it with the securely repacked item(s) you wish to return.
No returns form? No problem; simply include a note with your name, order number and the returns number.
You can return your items to the address below. You will need to pay the postage costs and obtain proof of postage.
4 Cremyll Road
You can use your own method to return the item but we also offer a simple easy and secure way of returning items to us. Just visit
http://www.royalmail.com/track-my-return/create/4321 and you can generate a pre-paid tracked returns label. The label costs you from just £4.00* and this is deducted from any refund due to you for your returned item(s).
Please be aware that you are responsible for the item(s) until they are received by us. As such, please ensure that they are securely packaged. We advise you make a note of your tracking number and obtain proof of postage from the post office or from any other courier that you use to return the item.
* £4 for up to 3 items, £1 extra per item thereafter. £5.50 for all competition racewear and wetsuits.
Have you received my return?
To track your return (if you used our Royal Mail trackable service), locate your tracking number or barcode on your postage receipt. If you used our tracking label, it usually starts with two letters and ends in GB. You can enter the tracking number on the Royal Mail website to see if it has been delivered to us in Reading by clicking here.
If you sent the item back using your own postage method and opted for a tracked service then you will be able to check the tracking to see when it was received back.
If you sent it back on a service without tracking then please allow up to 14 days from when we should have received your item back for your refund to be processed.
You will receive confirmation via email once your refund has been processed and we aim to process returns within a week of receiving them.
How long will it take for my refund to be processed?
Once it's received back, we'll process it as soon as we can and aim to have this done within a week. We'll send you an email to confirm once we have processed your refund.
Please note that if you return items that then mean your order falls below the minimum for 'free delivery' then the standard delivery charge will be applied to the items you are retaining in your order.
Can I exchange items?
Yes, of course, if you need a different size of the same product then you can do this on the returns portal. If you wish to select a different product altogether then simply return the current item and purchase the new item separately.
Please note that we can only accept one exchange per item, per order. If you need to return the exchanged item(s) this must be done within the original returns period and a store credit only will be applied to your account (credit amount is valid for 12 months from the date of issue). Postage costs will be deducted from the credit as follows; £4 if you used our label to return the original item(s) and £4 for the postage to send the exchange to you.
Can I return multiple orders back to you in one parcel?
Yes of course, you're more than welcome to return items from different orders in one package back to us. Please ensure you include your returns notes in the parcel or if you haven't got these, then the order numbers, your details and the reason for the return.
I don't have a returns note, what should I do?
No returns form? No problem; simply follow the instructions above to visit the returns portal. When you have a returns number include a note with your name, order number and returns number inside the package. Your order number can be found on your order confirmation and shipping confirmation emails and the returns number is generated from our returns portal at www.simplyswim.com/a/returns.
I think my item is faulty, what should I do?
If your product develops a manufacturing fault within 30 days of purchase, please visit the returns portal here www.simplyswim.com/a/returns to arrange the return. You will be asked to attach images to help us to understand and rectify the issue. We will either replace or refund any faulty items. You can also contact us directly if you like but the returns portal is the quickest way to resolve the problem.
If you’ve purchased the item from us within the last 12 months and it’s developed a manufacturing fault, please contact us. Our Customer Care team will be in touch to let you know how to proceed and in most cases, we aim to offer a repair if possible. Please note that we will need a reasonable amount of time to carry this out and will do our best to come to a resolution as soon as possible. To speed up the process, please attach images to the form to assist our Customer Care team.
If it's been over 12 months and is still within the warranty then please contact the manufacturer directly.