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 send over images of the incorrect item, the packaging this was delivered in and the invoice included inside your parcel to firstname.lastname@example.org. 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 send over your order number and an image of the damaged item (ensuring the Neena Swim tag is visible in the pic) to email@example.com 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 attach an image of the damaged item in an email to firstname.lastname@example.org 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 send over your order number to email@example.com 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 send over the order number and what exactly needs to be changed/cancelled to one of our social media channels or firstname.lastname@example.org 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!).
Product and size
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?
Our items are super popular and can sell out quickly but don’t be disheartened as we restock different items 2/3 times a week and our newest items are generally restocked within 2-week periods. We can’t provide exact restock dates but if there’s a particular item you’re waiting on, please send over the product name and size to one of our contact platforms and we’ll be in touch with the time frame this is due to be restocked in. You can also sign up for restock notifications when an item is fully out of stock. You can do this by clicking 'notify me when back in stock' and entering your email address and we’ll then let you know when this item has been restocked so you can be one of the first to get your hands on it! We’d also recommend checking back on our website regularly as we restock returns daily! We also love to tease, and you may see some unreleased items on our Instagram pages from time to time… When this happens, the items will generally be online within the next 1-2 weeks. Be sure to keep an eye on our Collections section for all our latest drops!
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!
It's business as usual here at Neena Swim but with coronavirus creating uncertainty we wanna keep you updated with the latest advice our couriers have provided us with:
- There is no evidence to suggest you can catch coronavirus through envelopes/ packages.
- Where possible, select a safe place for your parcel to be delivered.
- If you are self-isolating, a friend or family member can sign for your parcel if they can provide your ID. Alternatively, they can leave this at your doorstep and stand a few feet back whilst you receive this from your doorstep.
- Use a stylus when signing for your parcel if required – many couriers are no longer accepting signatures upon delivery.
- For official government guidance, please visit:
Please note, couriers are no longer accepting signatures upon delivery. You will still be able to track your parcel as normal and instead, they will record the consignee's name.
Customers can find their expected delivery date when they get to checkout. We are aware of slight delays to US, Canada, France & Spain only. Couriers are no longer requesting signatures and parcels may be left in a safe place.
Whilst we have been informed by our other couriers that they are still fully operational and parcels won’t be delayed, this is an extremely unprecedented time for every retailer and delivery company and therefore, this may change in the future. We’ll be sure to keep you updated if and when delays become more likely.
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 email@example.com and we’ll try our best to sort this for you!
How do I track my order?
Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery. Please note, it may take up to 24 hours for your tracking information to update.
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: firstname.lastname@example.org 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.
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. If you're in UK, you can select pre-12 delivery if you wish.
Can my order be left in a safe place?
Orders that are dispatched with standard delivery can be left in a safe place or with a neighbour without the customers consent. If you have paid for a delivery service (UK only) this parcel cannot be left in a safe place without the customers consent and you would therefore need to contact the courier directly to request this. Unfortunately, we cannot make this request on our customers behalf.
Are returns free?
We offer free returns for customers in the UK, US, and Ireland. For international returns outside of the UK, US, and Ireland, we do not provide free returns labels and cannot be held responsible for any return postage costs. If you choose to return your parcel without using our online portal, you will need to pay for your own return postage costs, and we cannot be held liable for any items that fail to reach us.
My country is not listed on your returns portal. How do I return?
If your country is not listed within our returns portal, please return your order to:
Neena Swim, Unit 3, Riverview Road, Bromborough, Wirral, CH62 3RL
What is your returns policy?
Returned items must be received within 30 days of delivery for UK orders and within 40 days of receipt for International orders. Please do your best to try on, handle and repackage the items with care. Any merchandise returned must be received back in its original condition - this means it must be unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached.
We aim to process all returns within 10 working days of delivery to us, at which time we will issue a full refund and will follow up with a return confirmation email.
How do I return my order for an exchange?
Unfortunately items can be returned for refund only.
My refund is incorrect
We’re so sorry to hear this and want to get this resolved for you as quickly as possible so please send over an image of your returns postage receipt to: email@example.com along with the names of the items you returned and we’ll have this sorted for you!
How long does it take for my refund to be processed?
Refunds are processed within 5-10 working days of us receiving the item(s) back at our warehouse. Weekends aren’t included in working days and we only begin this countdown when the items are in our warehouse, not when they were posted back, so please bear this in mind especially if you’re returning internationally!
Can I get my refund on a different card?
Unfortunately, we can only ever issue product refunds back to the original method of payment supplied at checkout. If you have lost or cancelled your card, this will not affect your refund as your bank will be able to transfer your payment over to your new account. You can discuss this further with your payment provider.
Have you received my return?
You'll receive an email as soon as we receive your return and again once your refund has been processed. You can also track your return here: https://neenaswim.intelligentreturns.net/tracking
Payments & discounts
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, and PayPal 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: firstname.lastname@example.org.
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: email@example.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: firstname.lastname@example.org. 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 email@example.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.