Ina Swim does not offer refunds on goods due to change of mind. We will only offer a refund if the garment is faulty.
Australian Returns: All exchange garments will need to be returned within 7 working days from the date of purchase.
International Returns: All claims must be lodged within 21 days from date of shipping.
The item/s must be in original condition, with all tags remaining in place. Item/s must not have been worn, washed or altered in any way. Sale items will not be accepted for return, exchange or credit note.
Please let us know your exchange preference and we can hold the particular item/s until your return is received. If there is a difference in cost, you will be contacted via email. In addition, you will be required to pay shipping for the exchange this will be issued via a PayPal invoice ($8.95 for standard post and $12.95 for express).
If you would like to return or exchange your purchase, please follow the returns procedure below:
1. Returns Form
Please download our Returns Form here.
This must be completed and either emailed to email@example.com or included with your returned item/s via post. Please complete all details including order number and return postage address (if applicable). For exchanges, please include your contact details, so we can contact you once the item has been received to process payment for return postage.
2. Pack Your Return
When returning items, please enclose:
- Your invoice (included in your original delivery)
- The item/s for return, including original packaging.
3. Where To Send Your Return
For returns sent by mail, please use an express postal service to ensure your item is received within the accepted time frame. As this is a PO Box address, please do not add a ‘signature on delivery’ requirement to the parcel. This may result in extended delays and/or parcel rejection. Please return your item/s to:
Ina Swim, PO Box 2890, Burleigh BC, Queensland, 4220, Australia
Ina Swim is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number. Please note items received outside of the specified returns period will not be accepted.
Once the items have been received they will undergo a quality review and our team will contact you regarding your chosen form of return.
A credit note is available for your original order amount (excluding postage) to use at any time in the next 12 months. This will be issued as an online gift card, where you will be emailed a unique code to enter upon checkout.
Refunds are only available if a garment is faulty beyond repair. Please allow 2 weeks for processing before contacting us for an update.
If your order contains both pre-order items and in-stock items, the order will be held until the pre-ordered item/s arrive and then your order will be shipped together. Please let us know if you would like to spilt your order and have the in-stock item/s sent immediately. You will be required to pay any extra shopping fees if we ship item/s separately.
If you have any questions in regards to your pre-order, including information on arrival times, please email us at firstname.lastname@example.org. Please keep in mind that Ina Swim cannot guarantee your pre-order will arrive on time, as there are often delays from the manufacturer which are out of our control. We will endeavor to update you if we expect delays.
If you wish to cancel your pre-order before it has arrived, you can opt for a credit or exchange by emailing email@example.com
We do not refund sale goods. These item/s are final sale item/s and can’t be returned or exchanged unless deemed faulty. This includes sample sale goods.
Refunds for credit notes are not available. Should you wish to return an order purchased with a credit note, another credit note will be provided.
Occasionally, sample sale goods will be available for purchase. Please note, these goods are bound to have faults, including stains and size discrepancies. When purchasing sample sale goods, the customer is aware that the goods cannot be returned or exchanged.
If you receive a damaged or faulty item/s, please email us at firstname.lastname@example.org with photos, your order number and details of the fault and we will endeavor to arrange a replacement or a refund for you as quickly as possible, based on an assessment from the manufacturer.
If the manufacturer deems your item/s faulty, then your refund will be processed (please allow 7-10 days processing time). Shipping costs are non-refundable.