We want you to love your SwimSerene pieces. If they're not quite right, we're happy to accept returns and exchanges subject to the conditions below.
UK Returns
Your first UK return is completely free.
For any subsequent UK returns, a £4.50 return fee per order will be deducted from your refund.
Return and exchange requests must be submitted within 16 days of fulfilment using our Returns Portal.
International Returns
International return requests must be submitted within 14 days of delivery by emailing hello@swimserene.com.
International customers are responsible for arranging and paying for their own return postage. We recommend using a tracked postal service and emailing your tracking number to hello@swimserene.com once your return has been dispatched.
Important: Your parcel must be clearly marked as "Return of Goods" on the customs declaration. SwimSerene is unable to cover any customs duties, taxes or import charges incurred due to incorrectly declared returns. Any customs charges we incur as a result will be deducted from your refund.
Return Conditions
To be eligible for a refund or exchange, items must:
We reserve the right to refuse returns where items are returned with marks, stains, odours, signs of wear, missing hygiene liners, missing swing tags, or any other condition that differs from how the item was originally delivered. Any refused items will be returned to the customer.
UK Exchanges
UK exchanges incur a £4.50 exchange fee, which covers the cost of sending your replacement item back to you.
Once your exchange has been approved, you'll receive a payment link by email. Your replacement item will be dispatched once payment has been received.
International Exchanges
International exchanges incur a redelivery charge, depending on the destination country (typically between £15.50–£25.00).
Customers are also responsible for arranging and paying for their own return postage.
Your return parcel must be marked as "Return of Goods". If customs duties or import charges are incurred because the parcel has been incorrectly declared, a payment link will be sent to you. Any outstanding customs charges must be paid before your replacement item can be dispatched.
If payment is not received within the specified timeframe, the exchange will be cancelled and your replacement item will not be sent.
Refunds
Refunds are processed within 7 days of your return being received and approved.
Please retain your proof of postage until your refund has been processed. Should your parcel be lost in transit, this will allow us to investigate with the delivery provider.
Please note that if returning items means your order no longer qualifies for a promotional offer (including multi-buy discounts), your refund will be adjusted accordingly and the discount will be removed from the remaining items.
Where possible, we recommend exchanging one of your returned items instead, as this may allow you to retain your promotional discount and offers the most cost-effective solution.
Final Sale
Items marked Final Sale are not eligible for return or exchange.
Faulty or Damaged Items
Every SwimSerene piece undergoes quality checks before dispatch. If you believe you've received a faulty or damaged item, please contact hello@swimserene.com as soon as possible with your order number and photographs of the issue. We'll be happy to investigate and resolve this for you.
