Shipping policy

Shipping rates

We use Royal Mail for all standard shipping services, and DHL Express for international shipping.  All orders are tracked.

  • UK
    • Royal Mail 48H: £3.99
    • Orders over £60: FREE
  • Channel Islands & Isle Of Man
    • DHL Commerce: £25.99
  • EEA
    • DHL Commerce: £30.00
  • European Union
    • DHL Commerce: £25.99
  • North America
    • DHL Commerce: £30
  • Australia & New Zealand
      • DHL Commerce: £35.99
  • Rest of World
    • DHL Express: £50.00

Returns & Exchanges

We hope you love your goggles as much as we do.  If not, we are happy to exchange or refund your order.  We kindly ask your return meets the below criteria:

  • Items must arrive in a new and unused condition. 
  • Goggle lens stickers must not have been removed and still be in place.  Goggle lenses and silicone gaskets must not have finger/wipe/other marks and be in good condition.  Goggle mould and all spare parts must still be in the box.
  • Goggles must not have been worn in water. 
  • Packing slip with your name and order number must be included in your return.  Without this we will be unable to identify and therefore the order will not be processed.
  • UK returns must be received within 14 days of receipt of purchase, and international returns within 21 days.

Please note:

RETURNS ARE NOT FREE

  • We do not provide free returns labels, please ship your item(s) back to us with your own shipping service.
    We cannot accept responsibility for any items sent back to us outside of the timeframe stated and cannot guarantee you will receive your items back.
    Sale items/discounted items are final sale and are not eligible for return or for store credit. 
    To start your return or exchange simply email support@swansuk.co.uk.
  • All returns should be sent to the following address: SWANS UK, Unit 26, 1 Emma Street, London, E2 0QP, United Kingdom.

 

Duties & Taxes

For EU orders customers may incur a small customs duty.  Note that if your order exceeds €150, you may be charged extra customs duty. 

For orders to Australia & US, you should not be charged customs fees. 

Rest of world orders may incur customs fees. Any duties associated are the responsibility of the customer. For more information on the duties associated with your country, please contact your local customs office.  

Failed Delivery

If your parcel cannot be delivered to the given shipping address due to the absent cooperation of the customer (wrong/incorrect shipping address, absent receiver, customer refuses package), the package will be returned to the sender. In this case, we will contact you to organise a redelivery.  The redelivery cost is at the customers expense. 

Tracking showing delivered but items not received

If your order is showing delivered but you have not received it, please send us an email (support@swansuk.co.uk.) and we will do our best to assist you.  However please note we do not refund or replace items that are marked as delivered by the courier.  For this reason, we always recommend that you get items delivered to a secure address.