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Delivery and Returns

Delivery

In most circumstances we use Royal Mail or a courier for our deliveries. Deliveries may require a signature. We can deliver to your work / another address, simply enter a convenient delivery address when placing your order online.
Free Delivery: For orders over £75 UK standard delivery is FREE
We aim to dispatch all orders the same day, as long as your order has been received before 2pm and your goods are in stock. In any case and wherever possible we will deliver your order within 2-5 working days. If we cannot ship your order within this time scale we will e-mail you with an expected delivery date.

Post and Packing Options:
Standard Delivery (default option) – Parcels are dispatched st class or 2nd class depending upon weight.
Express UK  – Your order will be dispatched using a next day / Special Delivery service. We do always aim to dispatch express orders the same day even if received after 2pm, but we cannot always guarantee this.

Out of Stock Items
If we are unable to dispatch your order, e.g. your item (s) are out of stock, we will email you with a estimated delivery date as soon as possible.
Please note: Express UK’ ensures the use of a Special Delivery Service, normally via Royal Mail, however it does not guarantee a next day delivery, due to circumstances beyond our control such as postal strikes or foul weather.
Post & Packing Charges:
Free UK standard delivery for orders £75 and over.
Standard Delivery: For orders over £75 UK standard delivery is FREE. Its £3.99 for most other items and £4.99 for heavier parcels.
Express UK – £6.99. Postage is quoted at checkout before your payment is taken.
Christmas Deliveries and Returns
We recommend our ‘express uk’ Service, if your item is needed for Christmas.
We do our best to ensure your parcels arrive in time for Christmas, ‘Express UK’ ensures we will use a Royal Mail special delivery service, but sometimes due to adverse weather for example parcels may be delayed.
International Delivery:
International and European orders are dispatched via ‘ Royal Mail International Signed For’.
Within Europe we deliver to: Belgium, Denmark, Finland, France, Germany, Ireland (Eire), Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden. The delivery charge to Europe is £16.99.
For USA and Canada the delivery charge is £25.99
Please select your country from drop down box in the delivery address section, when completing your order, and the delivery charge will be displayed.
Returns
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 15 days from the date you receive the goods.
Please use registered (signed for) post or a guaranteed delivery service for all returns. Puffin Swim are not responsible for return packages that do not reach us. All refunds will be given as soon as possible via 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. Under certain circumstances we may refund the return postage, if the goods are faulty. In all other cases the customer will be expected to pay the return cost.
For a replacement or refund please include the following information:
NAME
ORDER NUMBER
REASON FOR RETURN
EXCHANGE / REFUND REQUIREMENTS

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 circumstance 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 time-scale for resolving the issue. We will keep you informed of what action we are taking.
All Returns should be sent with your order number, contact details and other relevant information to:
Puffin Swim
2 Compston Road
Ambleside
Cumbria
LA22 9DJ
Many Thanks
Please see our full terms and conditions are here