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Returns & Exchanges

Your return options

If your return falls within one of our return options below, you may send it back to us provided the item is in its original state, has not been worn, washed or soiled and has all orginal tags and packaging. 

Items Over AUD$250 Return within 60 Days Credit Note or Exchange Only (unless faulty)
Full Priced Items Under AUD$250 Return within 60 Days Refund or Exchange
Sale Items Return within 30 Days Credit Note or Exchange Only (unless faulty)
Mystery Bag Sale Items No Returns No Refunds or Exchanges (unless faulty)
Gift Card or Promo Code Item/s Return within 30 Days Credit Note or Exchange Only (unless faulty)
Incorrect Item/s Received Contact Us Refund or Exchange
Faulty Item/s Contact Us Refund or Exchange

 

Returning an item in your order

To return an item in your order you will need to download and print our returns form from the link below. 

DOWNLOAD RETURN FORM

Once you have completed the form, send it back to us with the item you are returning to:

Swimwear HQ Pty Ltd
PO Box 672
Currumbin QLD 4223
AUSTRALIA


We strongly recommend sending your return via registered post to ensure that the item is tracked. All parcels must be returned at your expense prepaid, we do not accept C.O.D deliveries or return to sender parcels. If you return a parcel as return to sender there will be an $11 fee charged. Returned parcels are your responsibility and not Swimmer.com.au.

FAQ's

How do I fill out the Returns Form?
 

  1. Enter your order details:
    • Order Number - This can be found at the top of the email receipt sent to you at the time you placed your order
    • Name - The name of the person who placed the order
    • Phone - The phone number that was entered in the order
    • Email - The email used to place the order
  2. What you would like to do:
    • Please check what your return options are before selecting one of these boxes. Your return options can be found at the top of our returns page on our website.
    • Exchange - You want to return the item and exchange it for a different size or product
    • Refund / Credit Note - You want a refund or credit note in accordance with your return options
    • Refund - I've placed a new order. New order number #: If you have already placed another order and are eligiable for a refund, please enter your new order number.
  3. List the item/s you are returning:
    • Product Code - Located on the swing tag, product label or product packaging
    • Product Name - Located on the swing tag or product packaging
    • Size - Located on the product label, swing tag or product packaging
    • Qty - The quantity you are returning
    • RC (Reason Code) - The reason you are returning the items "too big", "too small", "poor fit", "wrong item sent", "other".
    • Scan ID - Leave this blank.
  4. List the items/s you would like instead:
    • Product Code - Located on the swing tag, product label or product packaging
    • Product Name - Located on the swing tag or product packaging
    • Size - Located on the product label, swing tag or product packaging
    • Qty - The quantity you are returning
  5. Return this form:
    • Once the form has been completed, return it with the item/s you are returning.


I need an urgent exchange

If you need the replacement item urgently please place a new order for the new item you would like as a replacement on our website www.swimmer.com.au. Your replacement item will be shipped immediately if the item is in stock.

You can then send your original purchase back to us and we will issue either a refund or credit note depending on your return options outlined in the box at the top of this page. 

 
An item in my order is damaged or faulty
 
We pride ourselves on customer satisfaction. In the rare occurence that an item in your order is defective or faulty, please email a photo and description of the fault to support@swimmer.com.au so we can organise an assessment by the brand manufacturer.

As we do not make the products we sell, we are not responsible for making decisions on product faults. This assessment is made by the brand manufacturer who will issue a formal decision on whether they will replace or refund the item.

In the event the brand manufacturer requires the item to be returned, we will send you a Reply Paid Return Label via Australia Post so you can return the item free of charge. Please include a returns form and write Reason Code (4) Faulty as the reason for your return. 

 
Are there any return fees for Australian Orders? 
 
No. As you are required to pay the cost of shipping back the item/s to us, we will cover the cost of shipping out the new items. However, if you require a second or multiple exchanges you will be required to pay the standard shipping rate.

 
Are there any return fees for International orders?
 
If you would like to exchange item/s in your order you will be required to pay a new shipping fee at our standard shipping rate.

 
Have you recieved my return?
 
We collect return parcels Monday to Friday. Please allow 1 business day from the date of delivery for your return to be processed in our system. We will send you an email to notify you that we have your return and that it has been processed. 

 
When will my refund or credit note be issued?
 
We will aim to have your refund processed within 7 business days from the date your return is collected from our  arrives at our PO Box. We will send you an email once your return and refund has been processed. Please allow an additional 5 business days for the refund to show in your account due to bank processing times.


How do I make an additional payment for an exchange?

If you are returning an item and exchanging for something else, sometimes there is an additional payment that is due. Our customer service team will contact you with information on how to pay. 

Credit Card
We will email you a link to our secure payment page.

PayPal
We will email you a PayPal payment request link.

Bank Deposit
We will email you bank deposit payment request with our bank details.


How do I receive a refund for an item I have returned or exchanged?

If you have returned an item and a refund is due, the refund can only be credited back to your original payment method.

Credit Card
Please allow 3-5 business days for the refund to show in your account

PayPal
You will receive an email from PayPal once your account has been credited.

Bank Deposit (Australian Orders Only)
We will email you with a request for your account number and BSB number.


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