Frequently Asked Questions
Frequently Asked Questions
- UK delivery options?
- European & international delivery options?
- Which countries will ProSwimwear dispatch to?
- Can I track my order?
- Can I track my European or International order on my own countries postal service?
- Will I have to sign for my order?
- Can I use an alternative delivery address?
- How long does delivery take?
- Will I have to pay any customs charges in my country?
- How quickly will my order be dispatched?
- Can all items be dispatched worldwide?
- Missing Goods or damaged delivery, what can we do?
- Order has been shipped but not arrived yet who do I contact?
- Order shipment never delivered, what can we do?
How to Contact ProSwimwear
If you're looking for help with a product, or have a query regarding an order, there are a number of ways in which you can get in touch with us. We aim to deal with each and every enquiry in an efficient and timely manner.
Contact us for free via our Live Chat system, which is available during office hours. Just start by clicking on the Live Chat icon, which can be found on the left side of every page. Here you have the ability to choose from over 60 different languages.
UK: 01278 550640
International: +44 1278 550640
Our phonelines are open between 9am-5.30pm Monday to Friday (except public holidays).
Sometimes we may experience busy periods where we cannot answer your call as quickly as we would like to.
In these extreme circumstances and for out of hours enquiries, you are welcome to leave a message and we will get back to you as soon as possible.
Please send any emails to firstname.lastname@example.org this will ensure your message is delivered safely and securely.
Upon receiving your message, you will receive an automatic reply to confirm it has been delivered along with a personal allocated ID number.
We aim to get back to all emails within 2 working days.
Online Contact Form
You are welcome to fill out the "Contact Us" form on the contact page, where one of our customer services team will be more than happy to assist you with your question.
Please select which department your question relates to, either our 'Customer Services' or 'Returns Team' using the dropdown menu. This will then ensure your message is delivered to the correct team and be dealt with as soon as possible.
Please fill in the comment box with as much detail as possible, along with any order number or ticket number you have previously been given.
One of our friendly staff members will get back to you by phone or email to answer your enquiry!
ProSwimwear Ltd, Unit 1 Plum Lane, Dunwear, Bridgwater, Somerset, TA6 5HL, United Kingdom.
UK Delivery Options
Royal Mail 48H tracked delivery usually arrives within 2 - 3 days from the date of dispatch - free for orders over £24.99 or £2.99 for orders under £24.99.
Royal Mail 24H tracked delivery usually arrives within 1 - 2 days from the date of dispatch - £3.99.
Next Working Day - £6.99 Please note, orders placed after 2pm on Thursday will be dispatched on Friday and may not be delivered until Monday morning, if you need your package to arrive before Saturday please select Next Day Saturday delivery option at checkout.
DHL - Guaranteed next working day delivery for orders in the UK and Europe (*if order placed before 12:00 BST). Pricing varies upon weight and size of package.
European & International Delivery Options
We dispatch all goods by Royal Mail for Express Air Mail for shipments up to 2 KG in weight, beyond 2KG you will be given a price for an international courier shipment. You will find that when ordering over 2KG, it might be more cost effective to split your order into 2 and order twice keeping each shipment below 2 KG in weight.
DHL provides a guaranteed delivery option by the next working day for orders throughout Europe (*if order has been placed before 12:00 BST), and within 3 working days for all other International orders (excluding countries Afghanistan & Russia). Depending on certain postal restrictions, custom duties, taxes and other potential charges may be incurred.
Which Countries Does ProSwimwear Dispatch To?
We currently do not dispatch to the following countries:
DHL shipments currently exclude Afghanistan and Russia.
Can I track my order?
Only Royal Mail special delivery e.g. Next Day and Saturday delivery is track-able in the UK.
DHL orders are traceable using the tracking number provided upon shipment via http://www.dhl.co.uk/en/express/tracking.html
European and Worldwide orders will be given a tracking number to monitor there orders.
Can I track my European or International order on my own countrys' postal service?
Please follow this link to the Spanish Postal Service Correos http://www.correos.es/eng/13-menurec2/01-menurec21/2010_c1-localizadore.asp
A signature is not always required. If you are not at home when La Poste attempts to deliver the package, it will be held at the post office for 15 calendar days. If the tracking status is unclear and there has been no delivery attempt or notification within your Estimated Delivery Date please contact La Poste Customer Service (in French): +33 (0) 810 800 800. Please have your parcel tracking number ready.
Deutsche Post, there is currently no online tracking available. Please wait for possible late delivery. If there has been no delivery attempt or notification within this time then please contact your local Deutsche Post Office.
In most countries the UK Royal Mail tracking number can be tracked on your local postal services website!
Will I need to sign for my delivery?
No, only Royal Mail Next day and Special Saturday deliveries will need to be signed for as these are sent tracked. DHL deliveries will also need to be signed for upon collection.(back to top)
Can I use an alternative delivery address?
If you would like us to ship to an alternative address rather than your registered billing address, simply tick the box (when you are checking out) and complete the address details. Unfortunately for PayPal users and overseas customers we can only ship to your registered billing address. These restrictions are online fraud prevention measures issued by the banking community and are beyond our control. (back to top)
How long does delivery take?
UK 48H tracked service will take approximately 2-3 days after dispatch, UK 24H tracked service will take approximately 1-2 days after dispatch, UK Next Day will take 1 day after dispatch, delivered Monday to Friday. UK Next Day Saturday will take 1 days after dispatch delivered Saturday. Europe will take approximately 2-5 days after dispatch, Worldwide will take approximately 3-10 days after dispatch. (back to top)
Will I have to pay any Customs charges in my country?
There are no import/export duties on goods shipped within the European Union. All goods shipped to EU countries already have the VAT (TVA) included. Shipments sent outside the European Union are sold exclusive of VAT and may be subject to import duties and taxes, which may be levied once a shipment reaches your country.
Please note: It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offense to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above.
For details of Customs charges please consult your own Customs authorities for the latest rates.Additional charges for customs clearance must be borne by you; unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances. Some countries (including but not limited to Israel, Norway, Switzerland and Turkey) do not impose import duties on products shipped from the EU, however in some cases you may be required to pay a local sales tax; you will be notified by the courier that delivers your goods if this is the case. (back to top)
How quickly will my order be dispatched?
We aim to dispatch all orders within 24 hours. Next Day and 24H, we aim to dispatch all of our orders within 24 hours on in stock items, if for any reason the item is not in stock we will contact you within 24 hours. Royal Mail 48H orders we aim to dispatch within 24 hours. If for any reason the item is not in stock we aim to contact you within 24 hours. European & International orders are normally dispatched within 24 hours. If for any reason the item is not in stock we aim to contact you within 24 hours.
Information regarding product availability dates are estimates based on information from suppliers, these dates are liable to change and should be taken as only a guide. If you require a suit by a specific date it is best to contact us to ensure that your required suit will be available by the date needed.
Can all items be dispatched worldwide?
We ship most items worldwide although some are restricted depending on the exact shipping destination. The following products usually have shipping restrictions: Energy drinks, foods, gels, liquids, and aerosols
Missing Goods or Damaged Delivery, what can we do?
If your goods have either been received as damaged or are missing please contact customer services immediately, either by email email@example.com or by calling us on 01278 550640 or from outside the UK +44 1278 550640. If the goods are damaged we will need a proof of the damage, either by the item being returned to us, or in some cases an image sent via email. Customer Services they can advise you on the best course of action. Once we have verified the damage we can then rectify the situation.
Order has been shipped but not arrived yet who do I contact?
Royal Mail 24H Tracked
Please wait for possible late delivery until 6 days after dispatch. If there has been no delivery attempt within this time, please contact Royal Mail delivery for more information regarding delivery. Your Royal Mail Hotline: 08457 740740.
Royal Mail Next Day Special Delivery
You can track your Royal Mail Next Day Special Delivery parcel via the link below:
The tracking number was sent to you by email on order dispatch and can also be found by log in to your account on ProSwimwear and checking your current order shipping status
If you don't have access to the online tracking results and your Estimated Delivery Date has passed please contact your delivery depot with your parcel tracking number. Your Royal Mail Hotline: 08457 740740. Please have your parcel tracking number ready.
Royal Mail European and International Signed for Air Mail
You can track your Royal Mail Signed for Air Mail parcel via the link below:
The tracking number was sent to you by email on order dispatch and can also be found by logging in to your account on ProSwimwear and checking your current order shipping status
If you don't have access to the online tracking results and your Estimated Delivery Date has passed please contact your local delivery depot/post office with your parcel tracking number. Your Royal Mail Hotline: +44 8457 740740. Please have your parcel tracking number ready.
Order shipment never delivered, what can we do?
UK 24H & 48H Postage if undelivered 15 working days after dispatch from ProSwimwear, we will re dispatch the order items to you.
UK Next Day Delivery if undelivered 10 working days after dispatched from ProSwimwear, we will re dispatch the order items to you.
European Signed for Postage if undelivered 20 working days after dispatched from ProSwimwear, we will re dispatch the order items to you.
International Signed for Postage if undelivered 30 working days after dispatched from ProSwimwear, we will re dispatch the order items to you.
ProSwimwear will process an insurance claim for the lost goods and you may be contacted by your local postal service to confirm the non receipt of goods.(back to top)
For full information on our returns and exchanges policies and instructions on how to return your items click here
Customers outside of the UK must follow the instructions below:
To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document (CN22 and/ or CN 23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender.
Please note all items returned for exchange or refund, non UK customers will pay the postage charges applicable to their country.
All goods that are returned must be accompanied with proof of purchase and a note telling us what action you want us to take, all items returned without a note will be credited to your account at ProSwimwear and you will be able to use this credit to re purchase goods to this value on our store by telephoning customer services, emailing or via live chat. For International returns International Signed for postage is recommended in case of loss. For UK returns you can use the free label for 24H tracked service from Royal Mail. All returned goods must be returned in their original packaging with all tags in place. Costumes, Goggles or Swimming Accessories that have been worn or used in a pool or exposed to chlorinated water cannot be returned for exchange or refund. It is the consumers responsibility to decide the suitability and fit of all items before using the item in a pool and making the item unsellable if returned!
It is the customers responsibility to make sure the product is adequately packed to avoid any possible damage in transit, such items damaged in transit will be returned to the customer and not exchanged or refunded.
At times we will offer our customers an item free of charge under the terms of a specialist promotion. ProSwimwear offers the free items in good faith but cannot be held responsible should the item become faulty in any way and will not be liable for its replacement.
Returns LabelPlease note we are giving all customers in the UK a free 48 Hour tracked Royal Mail postal return label for exchanges, faulty products, and products sent in error. We do not take any responsibility for items being lost or going missing in the post.
If you're returning an item for a refund and you use the UK returns label then the postage cost of £2.50* will be deducted from your refund (*the cost of any upgraded postage will be deducted from the refund).International Free Size Exchange. If you return an item back to Proswimwear for an exchange we will ship the replacement back to you at no further cost.
At ProSwimwear.co.uk we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 30-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item. Further terms and conditions on returns in this section and our full terms & condition section http://www.proswimwear.co.uk/terms
By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.
To cancel your purchase within the seven-working-day cooling-off period, please return the item or items as per our returns procedure, giving the reason for the return as "I just don't want it anymore". Please package the relevant item securely and send it to us within 30 days following the date that the item was delivered to you.
For your protection, we recommend that you use a recorded-delivery service or proof of postage.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.
As soon as we receive the items back for your cancellation of order, we will refund the relevant part of the purchase price for that item -we cannot refund any upgrade postage charges you have selected. For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.htm
What currency will I pay for my order in?
You will pay for your order in the currency displayed on the order confirmation page.
The web site default currency is £ Pounds Sterling, you can select in the top left hand corner a different currency and this will change the site to display this currency and you will be charged in this currency at check out. To change this currency change the currency in the top left hand box before check out.(back to top)
When do I pay for my order?
You will pay for your order immediately on checkout, if the item you are selecting is on back order, you can select to place your order by Telephone order as the payment method and then pay for the item over the phone when it arrives into stock.
Where payment is taken immediately for items market as being in stock, then we believe them to be in stock, but occasionally figures entered on the system may be incorrect, in these cases we will try to contact you within 24 to 48 hours of order placement to inform you and will either put the item on backorder or refund the payment, depending on your choice.