Returns

I have received the wrong item

Oh no, we’re so sorry to hear this has happened with your order! We want to sort this out for you straight away so please get in touch with us here with a photo of the item you have received in error and your order details. One of our super friendly customer service advisors will then be on hand to resolve this for you immediately!

My item has arrived damaged or faulty

We’re extremely sorry to hear this has happened to your item. All products are checked thoroughly prior to being dispatched so we are sorry your item must have slipped through the net! Please get in touch with us here attaching an image of the damaged item (ensuring the Neena Swim tag is visible) along with your order details and we will have this sorted for you immediately!

My item has become damaged after wear

We’re sorry to hear your item has become damaged after wear. We pride ourselves on the quality of our items and truly believe they should last a lifetime and not just one wear or wash! Please get in touch with us here with an image of the damaged item and your order details and one of our customer service advisors will be in touch with a solution!

An item is missing from my package

This is extremely concerning as all packages are checked meticulously prior to being dispatched but we do weigh our parcels prior to dispatching them so can easily resolve this issue for you. Please contact us here along with your order details and confirm whether the package appeared tampered with and our team will be able to investigate what has happened and have this sorted for you!

Can I cancel or change my order after I have placed it?

We know our customers want their items ASAP so as soon as your order is placed, our team work hard to ensure that this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please contact us here along with your current order details and exactly what needs to be changed/cancelled and we’ll try our best to sort this for you!

Why was my order cancelled?

We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to pick your order or, our payment provider has declined to accept your payment method. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 72 hours/7 working days (this time frame is dictated by your bank and isn’t something we can speed up unfortunately!).

What size should I order?

We always want our items to fit our customers perfectly, so we provide a size guide and sizing information next to all items on our website. All our items generally fit true to (UK) size but if we know a product’s material creates a tighter fit, we’ll recommend sizing up in the product description box alongside the item.

When will you be restocking?

We restock our most popular items weekly so please make sure you are signed up for restock notifications on the product page. Please note that items from the Sale category are unlikely to be restocked. 

Additionally, keep an eye on our New Arrivals category to see new styles which we are sure you will love just as much. 

Can I buy your items off other websites?

No. All our items are designed in house by our design team and manufactured in our own factories. It’s worth noting that we do not offer wholesale so any websites using our images, will not be dispatching our items. We’d never want our customers to be deceived by another online retailer so if you want Neena Swim designs and quality, we recommend only ordering from our website directly.

Where is my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

Coronavirus

Once a parcel leaves our warehouse, we are highly reliant on the courier to make a safe and efficient delivery.

Unfortunately, due to COVID-19 restrictions, we are experiencing a slight delay with some of our couriers.

Our couriers are complying with the government guidelines and taking extra measures to ensure all drivers remain safe and healthy.

These factors contribute to an overall slightly slower service and we trust that our customers will hopefully understand how important health & safety is especially at a time like this.

You can track your order on our website. Scroll to the bottom of the page and look for 'Track My Order'. Have your order number ready!

Can I order to a PO Box?

Unfortunately, we do not deliver to PO Boxes or hotel addresses.

Can I change my delivery address after placing my order?

We know our customers want their items ASAP so as soon as your order is placed, our team is on it ensuring this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to one of our social media channels or hello@neenaswim.com and we’ll try our best to sort this for you!

How do I track my order?

As soon as you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you.

Once this has been dispatched, you’ll receive an email notifying you of this (within 24 hours) with a 'VIEW AND TRACK YOUR ORDER' button included.

If you click this link, you'll be taken to a page where you'll find your tracking number and courier. You can then use this tracking number on the courier's website for accurate updates! 

Your tracking will continue to update as your parcel makes its way to you.

If you are unable to locate this email, you can enter your order number at the bottom of our website.

Simply click on 'Track My Order' under the 'Information' section at the bottom of our website to view your latest delivery updates. You'll just need your order number.

You can also track your order by following this link here

Please note it can take 24-48 hours for tracking information to become available after purchase.

Why is my order late?

We work hard to ensure that orders are dispatched quickly so it’s truly disappointing to hear your order has not been received on time. Please note, we do state online that all delivery time frames are estimates except for UK next day delivery so we cannot guarantee your order will be delivered on the estimated delivery date shown at checkout if you select any other delivery method. If a delivery has been attempted and not received, you can re-arrange delivery with the courier directly. If your order was dispatched with next day delivery and hasn’t been received on time, please send over an email to: hello@neenaswim.com and we’ll investigate this delay with the courier directly.

Where is my order being dispatched from?

All orders are shipped from our warehouse in the United Kingdom.

Will I be charged customs and import duties?

Depending on the value of your order, your package may or may not be charged customs or import taxes. In our experience, order values of less than £30 / $40 are unlikely to incur any import duties or fees in most countries. Canada is one of the few exceptions where customs duties are applied on all clothing imports above $20.

However, if your parcel does incur customs taxes or duty it's entirely up to you (as the receiver) to cover these costs. Unfortunately, as these charges differ from country to country we are unable to directly advise you on what these might be. We recommend contacting your local customs office prior to ordering so you're not surprised by any unexpected delivery charges.

By law, all items must be declared at their full price and we cannot alter the amount to decrease any custom fees.

In the unlikely event that you wish to refuse your delivery, you may still be held responsible for the original customs fees or import duties and the cost of returning the package to Neena Swim. We regret that we can only refund you the value of your order minus any fees we are charged upon return for your item. If a delivery is refused by you then, unfortunately, we cannot be held liable for any loss or damage incurred by your order during transit back to us.

Brexit Update

Due to Brexit, if you live in the EU and order from a UK retailer, your order may be subject to tax and duty fees. We have arranged with our international mail providers to cover these fees on behalf of our customers, so you will not see any unexpected charges upon delivery.

What time can I expect my delivery?

Our couriers do their best to deliver your parcels to fit around your lifestyle. You will generally receive your order before 10pm on the expected day of delivery.

Can my order be left in a safe place?

Some of our couriers give you the option to select a safe place for your parcel to be delivered in case you're not in. If you choose this option, make sure you're aware of the potential risks:

• When opting for a parcel to be left in a safe place, this authorises the courier to leave your parcel at your property without a member of the household accepting / signing for it directly
• Couriers cannot be held liable for any losses experienced. This means that you're taking liability for any issues that may arise after delivery has taken place by deciding what is deemed a 'safe place' for delivery
• As you're taking liability, Neena Swim won't be liable for any issues that may arise after delivery has taken place and will be unable to provide a refund or a replacement
• The courier may save any previous delivery preferences you have set and use these preferences for future deliveries

If you select a safe place but can't find your parcel, make sure that you check with the residents within your household as well as with neighbours to see if they accepted the parcel on your behalf.

If you believe that your order has been stolen, we recommend contacting your local authorities as soon as possible. 

RETURN TIMEFRAME

You’re more than welcome to return your unwanted item(s) back to us, following our terms and conditions below. Please take a look to ensure your return is accepted and processed within our returns policy.

UK customers have 21 days to return for an exchange or refund, extended to 28 days for store credit.
International customers have 30 days to return for an exchange or refund, extended to 45 days for store credit.

These timeframes are from the date your order is shipped. We don’t accept returns for unwanted items after our relevant returns period. 

ORIGINAL CONDITION

Hygiene and customer safety is really important to us, therefore please do your best to try on, handle and repackage items with care. In line with our sustainability strategy, items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to cleaning charges or refusal.

NON-RETURNABLE ITEMS

Swimwear is returnable however we do require the hygiene stickers to remain intact and failure to do this will result in the item being non-returnable.

RETURN OUTCOMES

UK customers: Returned items are eligible for a refund, store credit or exchange*

International customers: Returned items are eligible for a refund, store credit or exchange*

*Exchanges are dependant on stock availability. Non-returnable items won't be available for return. Items must be returned within the relevant return timeframes specific to store credit, exchange and refunds.

PROCESSING TIME

We aim to process all returns within 5 working days of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card. Exchanges will be automatically processed as a new order and shipped out to you on standard delivery.

We'll email you once we've received and processed your return.

UNUSUAL ACTIVITY

If we suspect unusual returns activity from your account, we have the right to increase your return fee. Unusual activity includes but is not limited to a 75% return rate on 3 or more orders. Our team will be in touch via email should you fall into this category. If you continue to purchase from us, and your return rate decreases, we will revert your return fee to the standard price.

We really value our customers, however one of the ways that we keep prices down is by being fair to all. People with high return rates increase the cost of business, and we can either alter prices collectively for all, or only for those who fit into this category.

UNREASONABLE CLAIMS / FAIR USE POLICY

Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, ordering and returning higher than the average return rate (our team have the right to increase the fee it costs to return your items), unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered. 

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company. 

RESPONSIBILITY

Returned items are your responsibility until they reach us, so make sure they're packed up securely and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you retain your proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Please return each individual order separately. We are unable to process your return if two or more orders are returned within the same parcel.

RETURN FEES

Please note, return fees are priced per return generated.

UK customers: £2.99 will be deducted from your refund. If you opt for Exchange or Store Credit then this will be FREE*

*If you're returning part exchange, part refund then your return will only be free if your exchange item(s) value outweighs your refund item(s) value.

Please note, return fees can vary depending on the volume of returns sent back to our warehouse. If we suspect unusual activity from your account we have the right to increase this fee. Please see Unusual Activity for further details.

International customers: Return costs may vary. We offer some subsidised return fees and some self-post, depending on the country you're returning from.

I have been charged incorrectly

Our system can only take the amount that is confirmed by yourself at checkout so please ensure you have checked out in the correct currency. If your invoice/confirmation emails show an alternative amount to the total you confirmed at checkout, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn. Apologies for any alarm caused!

Do you have any discounts?

We regularly run promotions, competitions and discounts through our email subscription and social media pages so make sure to sign up and keep an eye on those platforms! You can sign up to our email subscription on the website.

The price has changed since I ordered

As an online retailer, our prices can occasionally change due to factors such as stock levels, customer demand and fashion trends. Due to this, we are regrettably unable to amend an item price once the order has been completed.

What payment methods do you accept?

We accept Visa, Maestro, MasterCard, Discover, JCB, PayPal, Clearpay & Laybuy as methods of payment.

What is your online security policy?

Our customers online security is extremely important to us and we endeavour to keep our customers safe when shopping on our website. As part of this, we occasionally perform security checks on some orders and if we’re unable to validate your order, we may contact you via email to request more details regarding your payment. Please rest assured, this does not affect your credit rating. In the unlikely event your card has been used fraudulently, we urge you to contact your payment provider immediately and inform us at: hello@neenaswim.com.

I can't place an order

We’re sorry to hear you’re struggling to place an order with us as we try our best to ensure this is a simple experience for our customers! If you’re experiencing any difficulties placing an order with us, we’d firstly recommend clearing your device history and CACHE and attempting this again. If this issue persists, we’d then suggest using an alternative device and/or payment method. If you receive an error message that states, “gateway rejected: fraud”, this is because our payment providers are declining your payment method. On this occasion, we would recommend checking your billing address is 100% correct or attempting to check out with PayPal instead.

I forgot my password or can't sign in

Not to worry, we can resolve this for you! Please send over an email to: hello@neenaswim.com from the email address your account was created with and we’ll send you a link to reset your password or change this for you ourselves (you can later log into your account and change this again yourself).

How can I change the currency on your website?

We’re a UK fashion brand so our website defaults to GBP prices however, this can easily be changed by clicking the GBP icon in the top right corner of our website. Make sure you do this before adding items to your shopping cart as changing the currency will clear your basket! Please note, changing the currency of our website will not affect the sizing. All items are advertised and sold in UK sizes only, however you can use our size guide (found next to each item on our website) to convert this to find your perfect fit!

How can I unsubscribe from your emails?

We’re so sad to hear you want to leave the fun! Remember, we send exclusive access to our latest collections and discount codes through this email subscription. If you really want to unsubscribe from our emails you can do so by clicking “unsubscribe” at the bottom of any emails we have sent you.

How do I delete my account with you?

If you wish to deactivate your account with us, you can do so by contacting our customer services at: hello@neenaswim.com. Please send over your account email address and billing address and we can then delete this account and send you a confirmation of this to your email address.

What do I need to do to get a free outfit?

We are not currently operating any programs which would enable you to get a free outfit in return for likes or video views. However, we run daily competitions in which you can win free products by following the entry mechanics.

We also perform daily acts of kindness in which members of our team will sporadically select members of the public to receive discount codes and free product. These selections are made across all our communication and social channels on an ad-hoc basis for members of the public tagging and wearing @neenaswim in content they have created. We also select members of the public spreading positive messages about important issues and/or championing the brand.

How do I enter your competitions?

To be in for a chance of winning, follow the competition entry mechanics on the post.

Winners are chosen at random after the competition closes. Your profile should be public for competitions involving share to story. You can enter a competition a maximum of 3 times to improve your odds. Any additional entries are disregarded. Repeated spam entries will not be counted.

To receive your prize you must DM us with your full name and address. If you have not heard back from us within 24 hours please email hello@neenaswim.com as your response may have been missed.

If you are not able to claim your prize for whatever reason then you may substitute it for a gift voucher of equivalent value up to a maximum value of £100.

How do you select winners?

Winners must have followed all the entry rules and requirements.

Winners are chosen at random after the competition closes. Winners will receive a DM from our team alerting them to their win. For competitions involving share to story, the winner’s profile must have been made public. You can enter a competition a maximum of 3 times to improve your odds. Any additional entries are disregarded. Repeated spam entries are not be counted.

We update the caption of each competition with the name of the winner after the winner has been contacted and communicated their acceptance of the prize. This is usually within 24 hours but can take up to 72 hours.

Winners who do not respond to us to claim their prize will forfeit the prize after a period of 72 hours. We will then select a new winner.

Can I promote Neena Swim on my social media?

We receive hundreds of requests a day from people wishing to promote Neena Swim. Unfortunately, we are not able to personally respond to each of these requests.

We operate a fixed collaboration budget month to month which means we only take on a small number of new up-and-coming influencers.

If you wish to be considered for our collaboration program, please tag @neenaswim in any images you post wearing Neena Swim. We regularly scout Instagram posts with @neenaswim tags for new talent.

Can I model for Neena Swim?

We work with a small number of professional models, most of whom are signed with model and influencer agencies or have an existing relationship with us.

We do occasionally scout for new talent on social media. You can tag images with @neenaswim to increase your chance of being scouted.

We select models on the basis of day rate, availability, location and level of experience.

90% of our shoots are conducted in Los Angeles and so we will generally only consider models living or currently based within the California region.

Unfortunately, due to the large volume of requests we receive, we are unable to personally contact you unless you have been successfully scouted.

Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, ordering and returning higher than the average return rate (our team have the right to increase the fee it costs to return your items), unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered. 

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company.