1.1 How do I /create an account?
Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.
1.2 Do I need to open an account in order to shop with you?
No, you don’t need to. You can make purchases and check out as a guest everytime.
However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.
1.3 How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment. If you have any questions.
1.4 I have problems adding items to my shopping cart
You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.
1.5 How do I pay for my orders?
1.6 Can I amend and cancel my order?
For more information about canceling orders, please click here to visit the order cancellation policy page
1.7 I have a discount code, how can I use it?
Key in the coupon code at the field "Apply Discount Code" and click "Apply Discount" in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the coupon code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.
1.8 How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in "My Account" if you are a registered user.
1.9 I’ve purchased the wrong size or color
We do not provide exchanges for size or color. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.
2. SHIPPING & DELIVERY
2.1 When will my order be processed?
Once you place an order, it will take us some time to either process or make the requested items before the order ships out to you. All orders will be processed about 3 working days, excluding weekends and public holidays. And then we will have it shipped out to you.
2.2 How long will it take for me to receive my order?
Before your order is shipped, Swimweme has to process your order and put all your items through its strict quality control tests. Because of this, Total Delivery Time is different from shipping time alone. Total delivery time = Processing Time + Shipping Time, For more shipping time information, please click here to visit the shipping method page.
2.3 How can I track my delivery?
Please note that for each shipment notification email you receive, tracking may not be available for the first 24-48 hours. If 48 hours have passed and you are still unable to track your order, please contact us to ask for help. Once you get your tracking number from our email, you could learn the status of your parcel by entering our tracking number on the tracking page of the courier's official website.
2.4 What are the shipping charges like?
International shipping is calculated based on a number of factors including the weight of the items, the destination country postal code and the desired shipping method(Standard/Free). To check the shipping cost to your country, add the desired items to cart, fill in your address and select the shipping method, you'll see the shipping cost.
2.5 Can I change my shipping address after my order has been confirmed?
We fully understand the importance of the correct shipping address for online shopping, so you have the opportunity to modify the shipping address before the order is shipped out. Due to the different requirements of each logistics company, please contact us in time to confirm whether your order can modify the shipping address. Please note that once the order is shipped out, it is not allowed to modify the address, you will need to contact the carrier to request changes of delivery
2.6 There is a missing, defective or incorrect item in my order, what should I do?
We apologize for sending you an incomplete order. But please don't worry, just contact our Customer Care Team at firstname.lastname@example.org and we will get back to you as soon as we can.
2.7 Why my package status did not update for several days?
For an unshipped order, if it is in production stage, there will be no further updates until the order is completed. For shipped orders, sometimes it takes several day for the tracking information to be updated. If your shipment is from our international warehouses and is in transit or clearing customs, the information will not be updated until it reaches next shipping station (may require 3-7 days). Sometimes the shipping company has not updated the package information. We suggest you wait a few more days.
2.8 What can I do if I did not receive but tracking says delivered?
Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Please also contact your local post office or shipping company with the tracking number. In some cases, post offices may require customers to collect parcels in person for international deliveries. If you still cannot find your package, please feel free to drop us an email at email@example.com and we will assist you further.