In most circumstances, we use Royal Mail Tracked for our deliveries, you will receive an email/ SMS text with your tracking information. Please take care to enter the correct delivery address as we may be unable to rectify any mistakes.
We regret we are unable to pass messages on to your postman, you would need to do this locally.
Speedy dispatch: When goods are in stock and we receive your order by 1 pm, we always aim to dispatch your order the same day. We will send an email upon the dispatch of your order, please check ‘junk’ in case it ends up there.
If for some reason, we cannot dispatch your order within 2 working days, we will email you with an estimated delivery date as soon as possible.
We are unable to split orders/deliveries, if any one item in an order is not available from stock, we would hold your order and despatch once all the items are available to send as one parcel.
FREE Postage: For orders over £75, UK standard delivery is FREE
STANDARD Delivery typically takes between 2-3 working days after dispatch, excluding weekends and public holidays.
Delivery can take longer during busy posting times. We will send you an email upon dispatch of your order.
EXPRESS Postage uses Royal Mail Tracked 24 and typically takes 1 working day but can take 2, excluding weekends and public holidays. Your order should be placed by 1 pm for same-day dispatch. We will send an email on the dispatch of your order.
Please note: ‘Express Postage’ ensures the USE of a Special Delivery Service (usually via Royal Mail) but does not guarantee a next-day delivery due to circumstances beyond our control, such as high post volumes, postal strikes or foul weather.
EU/ INTERNATIONAL Postage typically takes 15 working days, after dispatch, and may require a signature. Please select your country from the drop-down box in the delivery address section, when completing your order and the delivery charge will be displayed. We will send an email upon dispatch of your order.
It is very rare that parcels are lost however, they can be delayed due to issues out of our control including; adverse weather, busy postal times, and pandemics. Please refer to your tracking information contained in the order dispatch email /SMS text, then please check with your household members, neighbours and places where the postman may have left your parcel as we find most ‘late’ deliveries are usually somewhere nearby. If no-one is able to receive your delivery or if it is too big for your letterbox, a card will be posted through your letterbox with instructions.
If you are unable to locate your delivery please e-mail us or call us on 015394 33826.
Free UK standard delivery for orders £75 and over.
Standard Delivery: For orders under £75 UK standard delivery is £2.99 or £3.99 for most items and £4.99 for heavier parcels.
Express UK – £6.99. Postage is always quoted at checkout before your payment is taken.
ROI – The delivery charge to Ireland is £3.20 – £16.99 depending on parcel size/ weight.
International Delivery – Within Europe, we deliver to Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden. The delivery charge to Europe is £8.99 – £16.99 depending on parcel size/ weight.
For USA and Canada, the delivery charge is £25.99.
Please select your country from the drop-down box in the delivery address section, when completing your order, and the delivery charge will be displayed.
We can dispatch orders as usual until TBC Dec 2022 using our standard UK service via Royal Mail, however, if your item is needed for Christmas we recommend our ‘express UK’ Service from the TBC Dec 2022.
No orders are dispatched on Christmas day, Boxing day, New Years day or Saturdays and Sundays.
We do our very best to ensure your parcels arrive in time for Christmas, choosing ‘Express UK’ ensures we use a Royal Mail special delivery service, but sometimes due to adverse weather, for example, parcels may be delayed.
We have extended our terms for Christmas returns. Items bought as Christmas presents, from 1st November 2022 that are to be returned to us must be back with us no later than the 8th January 2023.
Should you not be entirely satisfied with your goods we are happy to exchange or refund your purchase provided the items returned have not been worn, washed or damaged and are in the original packaging. Return your unused item to us within 28 days of the day of dispatch, for a replacement or refund & include the following information:
REASON FOR RETURN
EXCHANGE / REFUND REQUIREMENTS
We recommend you use a registered (signed for) post for all returns, as Puffin Swim are not responsible for return packages that do not reach us. All refunds will be given as soon as possible, usually a refund transaction onto the card used for purchasing. At the very latest we will refund your money within 30 days of the original purchase. In most cases the customer will be expected to pay the return cost, however, under certain circumstances for example, if the goods are faulty or incorrect, we may refund your return postage, up to a maximum limit of £6, please check with us before posting.
Complaints & Faulty Goods:
We will provide the option of a full refund, within a reasonable time, if the goods turn out to be faulty or different from those the consumer ordered. We will give all refunds as soon as possible. In some circumstances, we may have to wait for third party confirmation that the goods are indeed faulty (in the event of a return of a faulty item that needs to be assessed by the manufacturer.) Complaints will be dealt with fairly, confidentially and swiftly. We will acknowledge the complaint within 3 working days and provide a likely timescale for resolving the issue. We will keep you informed of what action we are taking.
Returns should be sent with your order number, contact details and other relevant info to:
2 Compston Road
Many Thanks (*)>
Please see our full terms and conditions are here Terms and Conditions