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.

Live Chat

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.

Phone

: +44 1278 550640

Our phonelines are open between 9am-5.30pm GMT 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.

Email

please send any emails to help@proswimwear.com.au


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 24 hours.

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!

Postal Address

ProSwimwear Ltd, Unit 1 Plum Lane, Dunwear, Bridgwater, Somerset, TA6 5HL, United Kingdom.

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Delivery Options

Delivery times will be estimated at time of checkout you have two options to choose from, Tracked Post with Royal Mail or Express Courier (Air) with DHL.

When you spend over $150 you can take advantage of our free delivery service, if you need your order in a hurry it is recommended that you use the Express Shipping option.

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Can I track my order?

Global E will email you your tracking number once your order has been dispatched.

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Will I need to sign for my delivery?

Express orders via DHL will need to be signed for upon delivery/collection.

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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.

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How long does delivery take?

Global E offer an Express Shipping service which is sent via DHL and takes approximately 1-3 working days dependent on country of delivery, delivery lead time will be confirmed at time of check out.

The Standard tracked service that is dispatched via Royal Mail takes approximately 3-10 working days dependent on country of delivery, delivery lead time will be confirmed at time of check out.

Please note above are approximate delivery times and does not include any possible delays at customs in your country.

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Will I have to pay any customs charges in my country?

Global-e will offer you the option to pre-pay applicable taxes, which will then be calculated and included in the final price when you place an order through the website. You acknowledge that such taxes are set by the shipping destination country and therefore may vary from country to country.

The option to pre-pay taxes may not be available for your shipping destination country and/or your products, in which case: (a) you acknowledge that the amount of taxes displayed under the pre-pay option on the website is an estimate only, and the actual taxes payable by you may be more or less than such estimate; and (b) you will be fully responsible for paying all applicable taxes directly to the relevant authority (and for reclaiming them in the event of a cancellation of your order or the return of products, to the extent permitted in the these terms) as determined by the authorities of the shipping destination country, and Global-e shall have no responsibility or liability in connection with the foregoing.

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How quickly will my order be dispatched?

Orders are dispatched from our warehouse Mon-Fri 8.30-15.00. All orders received after 15:00 will processed on the next working day. Any orders received on a public or bank holiday will be processed on the next working day. We aim to dispatch all orders within 24 hours, but during busy times paid for postage will be processed and dispatched before free postage.

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Product Availability

If for any reason the item is not in stock we will contact you within 48 hours.

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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

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Missing Goods or Damaged Delivery, what can I do?

If your goods have either been received as damaged or are missing please contact customer services immediately.

For UK customers, please send any emails to help@proswimwear.com.au. 

Or by calling us on +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.

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My order has been shipped but has not yet arrived, who do I contact?

Please email help@proswimwear.com.au and a Global-e or proswimwear representative will track what is happening with your order.

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Order shipment never delivered, what can we do?

Please send any emails to;help@proswimwear.com.au 

Alternatively, you can call us on +44 1278 550640.

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.

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Returns Procedure

For full information on our returns and exchanges policies and instructions on how to return your items click here

 

 


Statutory Rights

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 /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

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  • What currency will I pay for my order in?

    For further information on currency payment options please click here

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    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 back order or refund the payment, depending on your choice.

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© 2018 ProSwimwear Ltd. All Rights Reserved.