Welcome to Swim Confidence’s FAQ section. We’ve compiled answers to the most common questions about our products, shipping, payments and more. If you can’t find what you’re looking for, our team of swimming enthusiasts is always ready to help at [email protected].

About Our Products

What types of swimming products do you offer?
We specialise in high-quality swimming accessories including goggles, masks, nose clips, swimming caps, ear plugs, and anti-fog solutions. We also offer premium swimming towels to complete your swim kit.
How do I choose the right goggles for me?
Our goggles are designed for various swimming needs – from competitive training to recreational swimming. Consider factors like fit, lens type (clear or tinted for different light conditions), and whether you need anti-fog properties. Our team can provide personalised recommendations if you contact us.
Do your products come with warranties?
All our products are covered by a manufacturer’s warranty against defects. The specific warranty period varies by product, so please check individual product descriptions or contact us for details.

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create an account” option. This allows you to track orders, save your preferences, and checkout faster in the future.
I forgot my password. How can I reset it?
Click on “Forgot password” on the login page and enter your email address. You’ll receive instructions to reset your password via email.
Can I modify or cancel my order after placing it?
We process orders quickly to get your swim gear to you as fast as possible. If you need to modify or cancel your order, please contact us immediately at [email protected] and we’ll do our best to accommodate your request.

Payment Options

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect your payment information and don’t store your full credit card details on our servers.
Why was my payment declined?
Payment declines can happen for various reasons including insufficient funds, incorrect card details, or your bank’s security measures. Please verify your information and try again, or contact your bank if the issue persists.

Shipping & Delivery

Where do you ship to?
We ship worldwide from our Glasgow headquarters, with some regional exceptions in Asia and remote areas. If you’re unsure about delivery to your location, please contact us at [email protected].
What are my shipping options?
We offer two shipping methods:
Standard Shipping (£12.95): Processed in 1-2 business days, delivered via DHL or FedEx in 10-15 days after dispatch with tracking.
Free Shipping: Available on orders over £50, processed in 1-2 business days, delivered via EMS in 15-25 days after dispatch.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. For standard shipping, track through DHL or FedEx websites. For free shipping via EMS, tracking is available through your local postal service once the package arrives in your country.
What if my delivery is delayed?
We work closely with our shipping partners to provide reliable delivery. If unexpected delays occur, we’ll proactively contact you with updates. As swimmers ourselves, we understand the importance of timely gear delivery.

Returns & Exchanges

What is your return policy?
You may return most items within 15 days of delivery for a refund or exchange, provided they are unused and in original condition with all packaging. Some items may be exempt – please check individual product pages or contact us for details.
How do I initiate a return?
Please contact us at [email protected] with your order number and reason for return. We’ll provide return instructions and the appropriate return address.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method for returns.
How long does it take to process a refund?
Once we receive your return, we’ll process your refund within 5 business days. The time it takes for the refund to appear in your account depends on your payment provider.

Contact & Support

How can I contact customer service?
Our team of swimming enthusiasts is always happy to help! Email us at [email protected] and we’ll typically respond within 24 hours.
What are your business hours?
Our customer service team is available Monday to Friday, 9am to 5pm GMT. We aim to respond to all emails within 24 hours, including those received outside business hours.
Where is your company located?
Swim Confidence is based at 32 Renfield St, Glasgow, GB G4T 3TD, United Kingdom. All orders are shipped from our Glasgow headquarters.

Still have questions? Don’t hesitate to reach out to our friendly team at [email protected]. We’re here to help you swim with confidence!