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Customer Services


Delivery Information


What delivery options do you offer and what are the costs?

  • STANDARD FREE - When you spend just £30 (Usually 4 - 5 Working Days/UK only)
  • STANDARD (Usually 4 - 5 Working Days) £2.99
  • PRIORITISED DELIVERY (Usually 2 Working Days) - Your order is prioritised and picked first! £3.99
  • TRACKED NEXT WORKING DAY £6.99
  • INTERNATIONAL/INTERNATIONAL PLUS (TRACKED) from £4.99

  • All delivery times are measured from the date of dispatch from us (usually same or next day, see below).

    ----Working in partnership with Royal Mail, DHL and DPDLOCAL to deliver your orders----




    STANDARD FREE, STANDARD & PRIORITISED DELIVERY

    All Standard and Standard Plus deliveries include mainland UK, Scottish Highlands, Channel Islands and Northern Ireland. Services also include Saturday delivery where possible but this is not guaranteed. Where delivery is not possible your order will be taken to your nearest Post Office and a notification of attempted delivery card will be left. We regret we cannot deliver to PO Box numbers

    You are eligible to STANDARD FREE delivery when you spend £30 or over. Please note free delivery includes mainland UK, Scottish Highlands, Channel Islands and Northern Ireland but excludes ROI, Europe and the Rest of the World and is only eligible for UK addresses. We reserve the rights to withdraw free delivery or amend the qualifying spend at any time.


    TRACKED NEXT WORKING DAY

    Orders must be placed by 3pm (Monday to Friday) and in stock items will be dispatched same day so you should normally receive your order the next working day (95% of orders are received the next working day). Any orders placed after 3pm cannot be guaranteed to be received the next working day and no refund will be given on the delivery amount charged. Orders placed on a Friday before 3pm will be delivered on the following Monday unless the premium Saturday delivery service has been selected. Saturday delivery is only available in certain mainland UK regions and orders must be received by 3pm on Friday. Orders placed after 3pm on Fridays will be processed on the next working day (usually Monday).

    The cost of Tracked Next Working Day delivery is dependent upon your postal location and will be quoted at time of checkout.


    INTERNATIONAL/INTERNATIONAL PLUS (TRACKED)

    The cost of International delivery is dependent on the country you wish the order to be sent to and prices start from just £4.99. The cost can vary from country to country so be sure to check carefully before you place your order as no refund can be given for delivery costs. You will be quoted a delivery cost when you checkout. Our International Plus (Tracked) service is not available for all countries. This option will only appear at checkout for eligible countries.

    Delivery times for our International & International Plus (Tracked) services are:

  • Europe 3 to 5 working days
  • Rest of the World 5 to 7 working days

  • Deliveries to the Channel Islands, Isle of Man and other countries may also be subject to delays due to Customs checks and may involve additional costs or duties which you may have to pay in the receiving country.

     

    My parcel has not arrived in the specified time, what should I do?

    Delivery estimates shown on Our website are a guide only and We accept no liability for delays out of Our control. We aim to dispatch ‘in stock’ items the same day when you place your order before 3pm, however items that are out of stock or placed after 3pm, will take longer. The cost of delivery is clearly displayed during the checkout process and is Your responsibility to check the correct delivery option is selected at the time of payment. We will inform You when Your order has been dispatched and an expected delivery day (where possible), therefore it is Your responsibility to ensure that someone is present at the requested delivery address for a signature (if required).

    In the unlikely event of non-delivery We will make every effort to resolve the issue as quickly as We can, however, it may take up to 15 days for orders within the UK, and 30 days for overseas orders due to Royal Mail and other couriers “lost” and “missing” delivery procedure. We ask that You take the appropriate steps to contact Your local Royal Mail or courier delivery centre to confirm the order is not being held there for You

     

    Can you deliver to an alternative delivery address?

    Yes we can. At theswimmingshop we understand you can’t always be home to receive your delivery so we are happy to deliver to an address that is most convenient for you. Simply enter your billing address then select 'deliver to a different address'. Also, when you create an account with theSwimmingShop you can save alternative delivery addresses and simply choose your preferred address at the time of checkout. Quick. Easy. Simple!

    If you have any special delivery instructions at the time of order then enter them during the checkout process and we will do our best to fulfill them.

     

    Do you deliver outside the UK?

    Yes we do. The cost of International delivery is dependent on the country you wish the order to be sent to and prices start from £4.99. The cost can vary greatly from country to country so be sure to check carefully before you place your order as no refund can be given for delivery costs. You will be quoted a delivery cost when you checkout. For orders placed that are eligible for our 'International' and 'International Plus Tracked' services, we recommend using the 'International Plus Tracked' service for added peace of mind and speed of delivery.


    For further details of which countries are eligible for 'International' and 'International Plus Tracked' services, please refer to the 'What delivery options do you offer and what are the costs?' section.

     

    When will my order be dispatched?

    If you place your order before 3pm we normally aim to dispatch the same day. Any orders placed after this time will be dispatched the next working day (Orders placed after 3pm on a Friday will be dispatched on Monday).

    All orders are dispatched Monday – Friday and are subject to stock availability. In the unlikely event of an item being out of stock we will inform you immediately with a delivery date or can offer either an alternative or refund at your option.

     

    Can I track my order?

    Tracking is available on the following services:

  • TRACKED NEXT WORKING DAY
  • INTERNATIONAL PLUS TRACKED
  • WORLDWIDE

  • Details of how to track your order will be sent via your dispatch email. For 'Standard Free UK', 'Standard' and 'Standard Plus' services tracking is not available.

     

    Do I need to sign for my delivery?

    We do require a signature when you select one of the following delivery options:

  • TRACKED NEXT WORKING DAY
  • INTERNATIONAL PLUS TRACKED
  • WORLDWIDE

  • When using either our 'Free UK', 'Standard' or 'Standard Plus' delivery option a signature is not usually required. Where delivery is not possible for these services your order will be taken to your nearest Post Office or depot and a notification of attempted delivery card will be left.

     

    Can I leave any special delivery instructions?

    You can indeed! Before placing your order you may add any comments you feel relevant in the text box provided, making delivery stress free!

     

    What happens if my order is damaged during delivery or an item is missing?

    All damaged or missing goods must be reported immediately on the day of receiving your order to our Customer Services team, by email to sales@theswimmingshop.com or by calling us on 0118 4022 898.

    Any damaged packaging should be retained for inspection and any package received damaged should be noted as such on the courier's delivery note wherever possible.

     

    Returns Information


    Our Returns Policy Explained

    At theSwimmingShop we are happy to refund or exchange any item(s) returned within 30 days of being purchased, provided they are in their original packing, in a fully resalable condition along with your original proof of purchase and where appropriate with any hygiene labels fully intact. For hygiene reasons we do not accept returns of water bottles, nose clips or ear plugs. We ask you fill out the returns section on your invoice, clearly stating if you wish for an exchange or refund in full.

    There is no refund on postage for items returned and refunded unless the item is faulty. (If you have received "free delivery" then the standard delivery cost of £1.99 or full amount for the delivery service you have received will be deducted from your refund). Any refund that is given will be provided in our base currency (GBP) including those wishing to return international orders.

    If you are exchanging an item(s) you will receive the requested replacement within 10 working days of us receiving the item back from you. If your requested replacement item(s) for exchange is out of stock please allow up to 15 working days. Where it is not possible to fulfil an exchange request for stocking reasons, an alternative will be offered or you may request a refund for that item(s)

    Any non-faulty items returned after 14 days are subject to a 20% restocking fee. If your refund or value of the exchange reduces the total value of your order below the "free delivery" threshold then this amount shall be debited from your refund.

     

    How do I return an item?

    It’s as easy as One - Two - Three to return at an item to us. Follow the steps below for a hassle free return experience:

  • One - Fill in the returns section on your delivery note clearly stating the reason for returning your item(s)


  • Two - Send the unwanted item(s) back to us within 30 days and in its original condition to the below address


  • Three - Sit back and relax! We will take care of the rest. Refunds will be credit back onto the card you paid within 10 working days. If you are exchanging then you will receive your new order in 10 working days of us receiving your request. For further details of exchanging an item(s) please see the 'Exchange an Item(s)' section


  • Returns Address:

    • theSwimmingShop.com
    • 1st Floor
    • 75 Milford Road
    • Reading
    • Berkshire
    • RG1 8LG

     

    Exchanging an Item(s)

    It’s important to us that you get the correct size and item you require. All you need to do is return the item to the address Stated in the 'How do I return an item' section (this is also printed on your delivery note), with your delivery note, completing the relevant information in the ‘returns’ section. We will then send out the new item free of charge. Please allow up to 10 days to receive your order and this is subject to stock availability. If the item is not in stock we will inform you and fulfil the order as soon as possible.

    Please include a daytime telephone number with your return so that we can contact you if necessary.

    Free size exchange applies to swimwear items only. We will send the replacement item(s) using our Standard delivery service. Only one free size exchange per order, Standard postage of £1.99 payable thereafter. Please allow up to 10 working days to receive your requested exchange item. If the requested item(s) for exchange is out of stock you will be notified and given the option to either await delivery of the stock or exchange for a different product.

    Free size exchange applies to swimwear items only. All items returned must be in their original packing, in a fully resalable condition, and where appropriate with any hygiene labels fully intact. For hygiene reasons we do not accept returns of water bottles, nose clips or ear plugs.

     

    What if an item is faulty?

    In the unlikely event you receive an item that is faulty you must inform us immediately so we can resolve the issue. In most cases we will request the item to be returned to us for inspection. Following this, if we are happy there is a genuine fault, we will send a replacement item to you. If the same item is no longer available we will offer an alternative item or give you a refund.

     

     

    Contact Us


    We aim to make your shopping experience easy and hassle free by providing you with as much detail as possible but understand you may have a question or query you just can’t find the answer to. If this is the case please contact one of our dedicated Customer Service team who will be happy to help. Please use one of the following methods to get in contact with us:

     

    Contact Form

    Provide us with as much detail as possible, quoting order numbers where applicable, so to assisting our customer service team in giving you a detailed and relevant response. We aim to respond to all email correspondence within 24hours.

    Send your query now by clicking here to be taken to our contact form

     

    Telephone

    Sometimes email just isn’t fast enough! If your query is urgent please call one of our dedicated Customer Service team between our business opening hours.

    Call us on 0330 111 29 29 (option 2)

    Opening hours
    9.00am to 5.00pm Monday – Friday
    9.00am to 3.00pm Saturday

     

    Complaints

    If our high standards have not been met then please contact us so we can resolve the issue for you. Please address all complaints to us via the following email , giving as much detail as possible to allow us to deal with your complaint efficiently.

     

     

    About Us


    Our online business has evolved from the success of our private swimming lesson business, SwimExpert, the UK’s leading swimming improvement service. Since SwimExpert began in 2006, we have taught 1,000s of children and adults how to swim, with our very experienced teachers, aided by various learn to swim products. We have taken our knowledge from this side of the business to combine our understanding of what products work best for every type of swimming ability. Our aim is to be the UK’s largest supplier of learn to swim products, providing unrivalled customer service.


    Our Products

    Here at theSwimmingShop we specialise in providing the best products for learning to swim at great prices. From Kickboards to Floats and Training Fins to Swimming Paddles, you need look no further than our Learn to Swim section. With our vast knowledge and Learn to Swim background, we only select the best swimming aids to get you or your children swimming in no time. Moreover, we have a great range of Women's, Men's, Girls and Boys swimwear. Be sure to check theSwimmingShop benefits page to see why we offer the best customer experience. FREE Standard UK or Tracked Next Working Day Delivery, FREE Exchanges, all the BEST brands and our SwimSave Loyalty Points scheme are to name but a few fantastic benefits when you shop at theSwimmingShop!


    Our Brands
    We don't believe in filling our product pages with as many brands as we can shake a stick at, listing every product under the sun! Our ethos is different and refreshing. We have hand picked only the top swimwear brands, we meet with ALL our suppliers face to face, selecting only the BEST products whilst still offering fantastic choice at unbeatable prices.

     

    Why Buy From Us


    Right through the company we know swimming inside and out. Not only do we sell the latest fashions and innovations but we offer low prices and carry a huge range of products. Need more convincing why you should buy from us? Then take a look at all theSwimmingShop benefits below!

     

    FREE Standard UK Delivery


    Spend just £30 and Standard UK delivery is FREE! Or, if you wish, why not upgrade to a quicker service with Tracked Next Working Day Delivery for only £6.99!

    FREE UK Standard delivery is only available to UK mainland addresses and will usually be received in 4-5 working days. Tracked Next Working Day Delivery is not available in some areas and not available for Sunday's (Saturday delivery is charged at a premium rate). For further details about all our delivery options please visit the Delivery Information section

     

    Low Price Promise


    It’s important to us that our customers are getting the best value for money, that’s why we continuously compare our prices so you’re not paying more than you have to. Coupled with superb service and hand-picked products from top brands, we genuinely believe we offer the best one stop shop for all your swimming needs.

    If you find the same product in stock and cheaper elsewhere, please do let us know. Whilst we clearly cannot promise to match or beat every possible price out there, we would sincerely like the opportunity to try to do so or to explain why you are better off buying from theSwimmingShop.

    Yes that's our price promise - no lengthy disclaimers like most stores do - just let us know if you think we should be able to offer you the same quality value product for less and we will investigate and let you know if we can.

     

    FREE Size Exchange


    Without the option of a fitting room to check your size we understand you may not get it right every time! With this in mind we think it’s only right that you shouldn't have to pay for the correct size to be sent to you! Simply send the item back in its original unused saleable condition and we will exchange it for the correct size.

    Only one free size exchange per order, standard postage of £1.99 payable thereafter. Please allow up to 10 working days to receive your requested exchange item. If the requested item(s) for exchange is out of stock you will be notified and given the option to either await delivery of the stock or exchange for a different product.

    Free size exchange applies to swimwear items only.

     

    28 Day Returns


    We understand our customers may be living hectic and busy lifestyles, so you can relax knowing you have 30 days to return an item. And it’s easy! Just follow our simple 1-2-3 step guide in the Returns Information section in Customer Services.

    Under the Distance Selling Regulations you normally have 14 days to return an item (30 days for faulty items). Any non-faulty items returned after 14 days are subject to a 10% restocking fee.

    All items returned must be in saleable condition, with all original packaging and POS labels intact including any hygiene labels. If we deem the items to have been worn or otherwise not in a fully resalable condition a refund will be refused and the item(s) returned to you. This does not affect your statutory rights.

     

    All The Top Brands


    theSwimmingShop only selects the BEST products from the BEST brands! We meet all our suppliers face to face so that we select the right products for our customers and at the best possible prices, allowing you to shop with confidence. Click Here to learn more about each Brand including Speedo, Arena, Zoggs, Aqua Sphere and Maru to name but a few of the top swimwear brands we have hand-picked for theSwimmingShop.

     

    SwimSave Loyalty Points


    This is our way of saying ‘Thank You’ for being a valued customer with theSwimmingShop. Each time you make a purchase with us you’ll earn SwimSave Points which can be redeemed against future purchases at theSwimmingShop.

    The amount of SwimSave Points you earn depends on the amount you spend. With every product you buy from us you are awarded at least 5 SwimSave Points per £1 you spend. From time to time products or brands may also have DOUBLE or even TRIPLE point promotions or bonus points available as well!

    But you don’t have to just spend money to earn Loyalty Points, sign up to theSwimmingShop newsletter and earn 50 SwimSave Points, or Like our Facebook page to earn a further 25 SwimSave Points. We'll even award you 100 SwimSave Points just for setting up an account!

     

    Tracked Next Working Day Delivery


    If you need your order in a hurry then take advantage of our Tracked Next Working Day Delivery for only £6.99 (£5.00 if you spend over £40)! You can find out if you're eligible for this service during the checkout process. Please note this service is subject to stock availability and dependant on your location. This service is not available for overseas delivery. For further details about our delivery options please visit the Delivery Information section in Customer Services

     

    Experienced & Knowledgeable Team


    theSwimmingShop was born from our partner SwimExpert, the UK’s leading swimming improvement service, offering you private swimming lessons to improve your swimming guaranteed, or your money back. With nearly a decade of teaching people of all ages and ability to swim, we know what products you need. In fact, if you go along to a SwimExpert swimming lesson, you’ll see many of the products we sell being used by our instructors and their customers!

     

    All The Latest Products


    If there’s a product worth having then you’ll find here at theSwimmingShop! We work with our suppliers to make sure we get all the latest fashions as soon as they are available. Why not sign up to our newsletter to be the first to hear of new products and latest releases?

     

     

    Mobile Site


    At theSwimmingShop.com we understand how busy and hectic our customer’s week can be! With this in mind, we have designed our website to fit in with everyone’s lifestyle. For your ease, and to enable you to ‘shop on the go’, our website fits perfectly on your mobile device or tablet for an easy shopping experience. You can navigate easily from product to product as if you were using our desktop site.

     


    If you have trouble for any reason in using our website on your mobile or iPad or similar tablet, we'd welcome your feedback. Simply fill out our contact form by clicking here detailing the issue you encountered.

     

    Privacy


    Privacy Policy

    This notice applies to you if you are a prospective, current or former customer, employee, subcontractor or supplier of SwimExpert Limited (under its brand names SwimExpert, HydroKidz and theSwimmingShop.com), who:

    has contacted us to enquire about the products or services we have to offer;
    has entered into a contract with us to obtain supplies or services from us;
    has negotiated, or entered into, a contract with us to supply products or services to us
    This notice does not form part of any contract for products or services. Copies of our customer terms and conditions in respect of each service or product we offer are available upon request, are published on our websites and for new customers, are issued with the first order or agreement to provide services.

    References to ‘we’, ‘our’ or ‘us’ in this privacy notice are to SwimExpert Limited of 75 Milford Road, Reading RG1 8LG (Registered number 07872428).

    Reference to ‘you’ or ‘your’ refers to you as the person we are collecting and processing personal information about, but also includes any children or dependants that you are parent or legal guardian of, where you have provided us with their personal information. 

    We are committed to respecting your privacy. This notice is to explain how we may use the personal information we collect and use about you during and after your working relationship with us. This notice explains how we comply with the laws on data protection and what your rights are.

    Applicable laws include the General Data Protection Regulation (GDPR) which came into effect on 25 May 2018 and the Privacy and Electronic Communications (EC Directive) Regulations 2003 (PECR)

    We are the ‘data controller’ of any personal information you provide to us and are registered with the Information Commissioner’s Office (ICO) as a data controller. This means that we are responsible for complying with data protection laws including GDPR.  We do not meet the criteria for appointing a specific ‘Data Protection Officer’ but if having read this Privacy Notice you have any questions about how we collect, store or use your information, you can contact us using the details set out in the ‘Contacting us’ section at the end of this privacy notice.

    1. PERSONAL INFORMATION WE COLLECT

    In order for us to provide details and quotations about our products and services and to work with you thereafter, we need to collect and process personal data about you.

    The personal information that we collect will depend on your relationship with us. We will collect different information depending on whether you are a customer or prospective customer, an employee, subcontractor, supplier, website user, or other third party.

    You may provide us with, or we may obtain personal information about you, such as information regarding your:

    Contact details: information that allows us to contact you directly such as your name, email address, telephone number and addresses;
    On-boarding details: all information provided by you as part of our customer or employee registration process;
    Identification documents: information such as passport, driving licence, utility bills, identity cards, signature, etc.;
    Family members: any next of kin as emergency contacts;
    Financial information: bank accounts, payment and receipt details, financial status and tax status;
    Online account Information: for any of our online portals including username, password and other identifying information and other account information;
    Website browsing history: including your IP address, device details and activity obtained through our use of cookies. You can find more information about this in our Cookies Policy;
    Identifiers: such as tax or government identifiers;
    Records of your interactions with us: such as any enquiries or orders you make, telephone conversations, letters and other correspondence (including e-mail) and your usage of our online portals;
    Responses to any feedback requests: we keep records of feedback you give us;
    Your marketing preferences: so that we know whether and how we should contact you.
    We will only collect and process personal information where we have a lawful basis for obtaining and using such information.

    If you provide personal information to us about other individuals (for example, through a “refer a friend scheme”) you agree: (a) to inform the individual about the content of this Privacy Policy; and (b) to obtain any consent where we indicate that it is required for the processing of that individual’s personal data in accordance with this Privacy Policy.

    2. SPECIAL CATEGORIES OF PERSONAL INFORMATION

    Depending on your business relationship with us, we may need to collect, store and use ‘special categories’ (as defined by GDPR) of more sensitive personal information regarding you. Examples of special categories that we may need to collect and process are as follows:

    information about your health, including any medical condition, health and sickness records, medical records and health professional information and disability information
    criminal records information in relation to you (including information provided in or as a result of a Disclosure and Barring Service application)
    If we collect any special category personal information about you, we will only do so where we have a lawful basis for obtaining and using such information.

    3. WHERE WE COLLECT YOUR INFORMATION

    We will collect personal information from a number of sources. These include the following:

    Directly from you: from yourself, when you register to become a customer of ours, complete forms we provide to you, use our website, complete an online form, make an enquiry, make a complaint, provide identification or financial information to us, contact us by phone, email or communicate with us directly in some other way;
    Third parties authorised by you: a family member or someone else authorised by you;
    Our website: provides us with information about how you use it and the devices that you use to connect to our website;
    Providers of information: which may include DBS service providers, Companies House and other web platforms;
    Your professional advisors: such as lawyers, accountants and financial advisors etc;
    Our professional advisors: such as our lawyers and accountants.
    Government agencies: such as HMRC and from professional regulators
    If you are providing us with details about family members they have a right to know and to be aware of what personal information we hold about them, how we collect it and how we use and may share that information. Please share this privacy notice with them. They also have the same rights as set out in the ‘Your rights in relation to personal information’ section below.

    4. WHAT WE USE YOUR PERSONAL INFORMATION FOR

    We may process your personal information for a number of different purposes. For each purpose we must have a legal ground for such processing. When the information that we process is classed as sensitive personal information, we must have an additional legal ground for such processing.

    Generally we will rely on one or more of the following legal grounds for each purpose:

    Where the processing is necessary for our provision or contemplated provision of products or services to you
    Where we have a legitimate business need such as maintaining our business records or developing and improving our products and services where such business need does not harm your interests
    Where we have a legal or regulatory obligation to use such personal information
    Where the use is necessary to establish, exercise or defend our legal rights
    Where you have provided your consent to our use of your personal information
    Below we describe the main purposes for which we process your personal information and our lawful basis for being able to do this.

    Purpose:  For the purposes of onboarding you as a customer

    Personal Information Used: All the personal information we collect and payment information, where a payment is being made by you

    Lawful Basis:  This is necessary to enable us to enter into, manage and perform our contract with you

     

    Purpose:  To provide an ongoing service to you

    Personal Information Used: All the personal information we collect and payment information, where a payment is being made by you

    Lawful Basis:  This is necessary to fulfil our contract with you.

     

    Purpose:  Carrying out any identity and criminal record checks on instructors and other relevant personnel

    Personal Information Used: Name, personal  contact details and other identifiers, and identification documents, as required to perform ID and DBS checks

    Lawful Basis:  We have a legal obligation to do so.

     

    Purpose:  To manage our business and internal reporting

    Personal Information Used:  All the personal information we collect about you

    Lawful Basis:  We have a legitimate interest to ensure that we operate efficiently and manage our business properly.

     

    Purpose: To deal with enquiries, complaints and other communications from you and dealing with legal matters

    Personal Information Used:  All the personal information we collect about you

    Lawful Basis:  We have a legitimate interest to ensure that we operate efficiently and deal with any enquiries, complaints or other

    communications.  We have a legitimate interest to ensure that all legal matters are managed effectively.

     

    Purpose: For the purposes of staff training

    Personal Information Used:  All the personal information we collect about you

    Lawful Basis:  We have a legitimate interest to improve the services we provide.

     

    Purpose:  To provide you with our customer portal and/or website access and for the purposes of ensuring the security of our systems and our information including preventing unauthorised access to our computer and electronic communications systems and preventing malicious software distribution

    Personal Information Used:  On-boarding details, online account information and your usage of our IT systems

    Lawful Basis:  We have a legitimate business in ensuring our systems are secure.

     

    Purpose:  To conduct data analytics studies and customer satisfaction surveys or feedback requests to review, and better understand our customer, retention, attrition and satisfaction levels

    Personal Information Used: Our customer records and any information you provide in response to our customer feedback requests

    Lawful Basis:  We have a legitimate interest in order to improve as a business.

     

    Purpose:  Marketing to you, our services and our products which may be of potential interest to you

    Personal Information Used:  Name, personal contact details and other identifiers, marketing preferences and past purchase history

    Lawful Basis:  When you have registered as a customer, we have a legitimate interest as part of our service to you, to identify products and services that may be of interest to you.  For prospective individuals who have previously enquired about our services or products, we have a legitimate interest  to identify products and services that may be of interest to you and to update you on changes to our product or services that may be of interest.

     

    Purpose:  For the purpose of complying with any regulatory requirements

    Personal Information Used:  All the personal information we collect about you

    Lawful Basis:  We may have a legal obligation to comply with regulatory requirements and we have a legitimate interest in complying with regulatory requirements.

     

    Purpose: Storage of records relating to you and also records relating to our business

    Personal Information Used:  All the personal information we collect about you

    Lawful Basis:  To be able to manage and fulfil our contract with you, we may have a legal and/or regulatory obligation to do so and we also have a legitimate interest to keep proper records.

     

    For some of your personal information, you will have a legal, contractual or other requirement or obligation for you to provide us with your personal information. If you do not provide us with the requested personal information we may not be able to properly perform our contract with you or comply with legal obligations. For other personal information, whilst you may not be under an obligation to provide it to us, if you do not provide it then we may not be able to properly perform our services for you.

    You should be aware that it is not a condition of any contract with us that you agree to any request for consent from us and we do not usually rely on consent as a basis for processing your personal information. However, if we have asked you for consent, and you have given us your consent to use your personal information, you have the right to withdraw this consent at any time, which you may do by contacting us as described in the ‘Contacting us’ section below.

    Please note however, that the withdrawal of your consent will not affect any use of the data made before you withdrew your consent and we may still be entitled to hold and process the relevant personal information to the extent that we are entitled to do so on bases other than your consent.

    Withdrawing consent may also have the same effects as not providing the information in the first place, for example we may no longer be able to provide carry out certain activities.

    5. WHO WE SHARE YOUR PERSONAL INFORMATION WITH

    We share personal information with the following parties:

    Any party approved by you: for example, family members;
    Agencies undertaking DBS or other checks for us;
    Other service providers to our business: including for example banking, administration and IT services. All our third party service providers are required to take appropriate security measures to protect your personal information;
    Advisors: our professional advisors;
    Purchasers of our business: buyers or perspective buyers to whom we may sell or negotiate to sell our business;
    The Government, government bodies or applicable regulators: where we are required to do so by law or to assist with their investigations or initiatives, for example HMRC, or the Information Commissioner’s Office;
    Police, law enforcement and security services: to assist with the investigation and prevention of crime and the protection of national security.
    We do not disclose personal information to anyone else except as set out above unless we have your consent or we are legally obliged to do so. We do not sell your data.

    6. DIRECT MARKETING

    Email, post, and telephone marketing: we only contact you if you are an existing or former customer or have previously made an enquiry about our products or services.  We do not purchase marketing lists nor make unsolicited contact with you.  

    From time to time, we may contact you by email, post, telephone or SMS with information about our products and services we believe you may be interested in. You remain in control and have the option to opt out at any time.

    If you wish to unsubscribe from emails sent by us, you may do so at any time by clicking on the “unsubscribe” link that appears in all marketing emails. Otherwise you can always contact us using the details described in the ‘Contacting us’ section below to update your contact preferences. In such circumstances, we will continue to send you service related (non-marketing) communications where these are necessary in relation to our contracts with you.

    7. TRANSFERRING YOUR PERSONAL INFORMATION INTERNATIONALLY

    The personal information we collect may be transferred to and stored in countries outside of the UK and the European Union, for example, in data centres located in the USA. Some of these jurisdictions require different levels of protection in respect of personal information and, in certain instances, the laws in those countries may be less protective than the jurisdiction you are typically resident in.

    We will take all reasonable steps to ensure that your personal information is only used in accordance with this privacy notice and applicable data protection laws and is respected and kept secure and where a third party processes your data on our behalf, we will put in place appropriate safeguards as required under data protection laws. For further details please contact us by using the details set out in the ‘Contacting us’ section below.

    The personal information we collect about you is not transferred to or stored in countries outside of the UK or European Union except as set out in this section.

    Our staff and other individuals working for us may, in limited circumstances, access personal information outside of the UK and European Union if they are working or on holiday abroad outside of the UK or European Union. If they do so they will be using our security measures and will be subject to their arrangements with us which are subject to English Law and the same legal protections that would apply to accessing personal data within the UK.

     

    8. HOW LONG DO WE KEEP PERSONAL INFORMATION FOR?

    The duration for which we retain your personal information will differ depending on the type of information and the reason why we collected it from you. However, in some cases personal information may be retained on a long-term basis: for example, personal information that we need to retain for legal purposes will normally be retained in accordance with usual commercial practice and regulatory requirements. Generally, where there is no legal requirement we retain all physical and electronic records for a period of approximately 6½ years following the end of our relationship with you because this is the limitation period for claims related to breach of contract. Exceptions to this general rule where you have not yet become a client and we are only engaged in marketing to you, noting that you are able to unsubscribe any time youchoose, we will review this periodically but normally not retain your details longer than 6 years since our last interaction, unless you become a customer.

    It is important to ensure that the personal information we hold about you is accurate and up-to-date, and you should let us know if anything changes, for example if you move home or change your phone number or email address. You may be able to update some of the personal information we hold about you and can contact us by using the details set out in the ‘Contacting us’ section below.

    9. YOUR RIGHTS IN RELATION TO PERSONAL INFORMATION

    Under data protection law you have certain legal rights in relation to the personal information that we hold about you. You may exercise these rights at any time by contacting us using the details set out in the ‘Contacting us’ section below

    Please note:

    in some cases we may not be able to comply with your request (e.g. we might not be able to delete your data) for reasons such as our own obligations to comply with other legal or regulatory requirements. However, we will always respond to any request you make and if we can’t comply with your request, we will tell you why
    in some circumstances exercising some of these rights (including the right to erasure, the right to restriction of processing and the right to withdraw consent) will mean we are unable to continue providing you with our services and may therefore result in the cancellation of any contract you have with us. Under our terms and conditions no refunds are payable on cancellation.
    You have the following rights in relation to your personal information:

    the right to be informed about how your personal information is being used;
    the right to access the personal information we hold about you;
    the right to request the correction of inaccurate personal information we hold about you;
    the right to request the erasure of your personal information in certain limited circumstances;
    the right to restrict processing of your personal information where certain requirements are met;
    the right to object to the processing of your personal information;
    the right to request that we transfer elements of your data either to you or another service provider; and
    the right to object to certain automated decision making processes using your personal information.
    You should note that some of these rights, for example the right to require us to transfer your data to another service provider or the right to object to automated decision making, may not apply as they have specific requirements and exemptions which apply to them and they may not apply to personal information recorded and stored by us. For example, we do not use automated decision making in relation to your personal data. However, some have no conditions attached, so your right to withdraw consent or object to processing for direct marketing are absolute rights.

    Whilst this privacy notice sets out a general summary of your legal rights in respect of personal information, this is a very complex area of law. More information about your legal rights can be found on the Information Commissioner’s website https://ico.org.uk/for-the-public/.

    To exercise any of the above rights, or if you have any questions relating to your rights, please contact us by using the details set out in the ‘Contacting us’ section below. If you are unhappy with the way we are using your personal information you can also complain to the UK Information Commissioner’s Office or your local data protection regulator. We are here to help and encourage you to contact us to resolve your complaint first.

    10. CHANGES TO THIS NOTICE

    We may update this privacy notice from time to time. When we change this notice in a material way, we will update the version date at the bottom of this page. For significant changes to this notice we will try to give you reasonable notice unless we are prevented from doing so. Where required by law we will seek your consent to changes in the way we use your personal information.

    11. CONTACTING US

    In the event of any query or complaint in connection with the information we hold about you or our marketing to you, please email info@swimexpert.co.uk or write to us at Data Protection, SwimExpert Limited, 75 Milford Road, Reading RG1 8LG.

     

    Privacy Policy - Version dated 23 May 2018

     

     

    Cookies And Traffic Data


    Understanding How and Why We Use Cookies

    SwimExpert use cookies throughout all our sites and online environments to create the most secure and effective website possible for our customers. Among other things, cookies allow you to access our services and for these services to operate as advertised. This section explains what cookies are, how we use them and what benefits they bring.

    What Are Cookies?

    Cookies are small text files that are sent to and stored on your computer, smartphone or other devices for accessing the internet, whenever you visit a website. Cookies are useful because they allow a website to recognise a user’s device.

    SwimExpert sites and online environments use cookies for a variety of reasons, such as to determine preferences, let users navigate between pages efficiently, verify data and carry out other essential checks that ensures the data you interact with is accurate and relevant to your account.

    Some of the functions that cookies perform can also be achieved using similar technologies. This section refers to ‘cookies’ throughout, however it includes those alternate mechanisms.

    More information about cookies can be found on www.allaboutcookies.org.

    How Cookies Make Our Website Safer and Easier to Use

    Cookies are used for a variety of reasons, such as to safeguard your privacy when browsing SwimExpert sites and online environments.

    Cookies are essential—without them none of the services you subscribe to would function correctly.

    We use analytics cookies to help us make our website better for those who visit it regularly. They help us work out what users like and don’t like and how we can improve things for you. These collect information anonymously.

    How to Restrict Cookies

    You can set your browser to accept or reject all specific cookies. You can also set your browser to alert you each time a cookie is presented to your computer. You can delete cookies that have been stored on your computer but remember, if you prevent us from placing cookies on your computer during your visit, or you subsequently delete a cookie that has been placed, it will not be possible for you to use our websites effectively.

    By disabling cookies from your browser settings, you will be restricting the cookies that SwimExpert use to manage its website and this will have an impact on how the website will function. This will apply to all websites once cookies are disabled via your browser settings and not only SwimExpert websites and online environments.

    If you would like to restrict or block cookies that are set by us and other websites, you can do this through your web browser settings. Please refer to your browser’s help section for further information.

    List of the main cookies we collect

    The table below lists the main cookies we collect and what information they store.

    COOKIE name COOKIE Description
    CART The association with your shopping cart.
    CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
    COMPARE The items that you have in the Compare Products list.
    CURRENCY Your preferred currency
    CUSTOMER An encrypted version of your customer id with the store.
    CUSTOMER_AUTH An indicator if you are currently logged into the store.
    CUSTOMER_INFO An encrypted version of the customer group you belong to.
    CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
    EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
    FRONTEND You sesssion ID on the server.
    GUEST-VIEW Allows guests to edit their orders.
    LAST_CATEGORY The last category you visited.
    LAST_PRODUCT The most recent product you have viewed.
    NEWMESSAGE Indicates whether a new message has been received.
    NO_CACHE Indicates whether it is allowed to use cache.
    PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history if you have asked the site.
    POLL The ID of any polls you have recently voted in.
    POLLN Information on what polls you have voted on.
    RECENTLYCOMPARED The items that you have recently compared.
    STF Information on products you have emailed to friends.
    STORE The store view or language you have selected.
    USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
    VIEWED_PRODUCT_IDS The products that you have recently viewed.
    WISHLIST An encrypted list of products added to your Wishlist.
    WISHLIST_CNT The number of items in your Wishlist.

     

    Updating Our Privacy Statement

    We may update this Privacy Statement from time to time in our sole discretion and, in such an event, we will post a clear message on our websites. By continuing to use the websites after we post notification of any such changes, you accept and agree to this Privacy Statement as modified.

     

     

    Security


    Secure Shopping

    At theSwimmingShop it is of the upmost importance to us that you are kept secure while shopping on our website. We will make every effort to ensure this and will continue to look at how we maintain our website. We promise that we will never, ever share your personal information with any third parties outside our group!

     

    How We Keep Your Information Safe Disclaimer

    We are committed to protecting the security of your personal information. We use a variety of security technologies and procedures to help protect your personal information from unauthorised access and use. As effective as modern security practices are, no physical or electronic security system is entirely secure. We cannot guarantee the complete security of our database, nor can we guarantee that information you supply will not be intercepted while being transmitted to us over the Internet. Any transmission is at your own risk. In the event that there is an interception of your personal information or unauthorised access or use of our database, we will not be liable or responsible for any resulting misuse of your personal information.

    We have no control over the contents of third party sites or resources which are linked to our websites and we accept no responsibility or liability for them or the privacy practices they use or for any loss or damage that may arise from your use of such websites or resources.

     

     

    Affiliates


    If you are interested in affiliating your website or business to theSwimmingShop then please contact us for further details of our various affiliate options. Also, if you have a product or service you think we should be offering or promoting to our customers then we would be happy to hear from you. Please click here to fill out a contact form

     

     

    Size Guides


    Great care has been taken in making each sizing guide as accurate as possible and relevant to each brand. Sizing guides are not an exact science as individual body shapes differ greatly, so its worth taking a bit of time reviewing the relevant product size guide to make sure you are purchasing the correct size.

    It’s also worth noting any sizing tips in the products description , e.g. the Head LiquidPower swimwear range should be purchased one size smaller than you would normally buy (Please note this is just an example and may not be true to that swimwear brand/range).

    We recommend reading product reviews left by fellow customers for further advice on sizing. And don’t forget, if you leave a product review you’ll earn additional SwimSave Points!

    As always if you are unsure and would like further help and advice, then get in touch! Our Customer Service Team is always on hand to assist you in making the correct purchase.

    Sizing Guides are found by clicking the ‘Sizing’ tab in the product pages

     

    SwimSaver Points Loyalty Scheme


    What are theSwimmingShop ‘SwimSAVE points’ and how can they benefit me?

    SwimSAVE points are our way of saying thank you to our loyal customer. Collect SwimSAVE points with every purchase you make through theSwimmingShop.com. SwimSAVE points are then easily redeemed against any future purchases.


    Please note SwimSAVE points can only be used against purchases made on theSwimmingShop.com and have no monetary value.

    So how do I join?

    We will automatically enrol you for SwimSave Points when you open an account with theSwimmingShop when making a purchase from us. We will even give you extra SwimSave Points when you first open an account!


    How do I earn SwimSAVE points?

    With every product you buy from us you are awarded at least 5 SwimSAVE points per £1 you spend. From time to time products or brands may also have DOUBLE or even TRIPLE point promotions or bonus points available as well!


    There are several ways you can points, see the list below

  • Create an account and earn 250 SwimSAVE points!
  • Sign up to our information packed newsletter to earn 100 SwimSAVE points!
  • Help your fellow shopper by reviewing any of our products and earn 100 SwimSAVE points!
  • Let us celebrate your birthday with you! Earn 250 SwimSAVE points on your birthday!
  • Refer a friend to the theSwimmingShop to earn 100 SwimSAVE points!
  • When a friend you referred creates an account you earn 250 SwimSAVE points and a further 100 points when they make there first purchase!

  • What are my SwimSAVE points worth?

    Earn £1 to spend at theSwimmingShop with every 500 SwimSAVE points you collect

    • Example:
    • You have earned 1500 SwimSAVE points
    • You purchase an item for £20
    • Redeem all your SwimSAVE points and only pay £17
    • You have saved 15% on this order just for being a loyal customer!

    When can I redeem my SwimSAVE points?

    Start saving straight away! As soon as you’ve earned at least 500 SwimSAVE points you can use them to get a saving against future purchases. When you go to checkout simply enter how many points you’d like to redeem. It’s that easy!


    Please note SwimSAVE points expire if unused after one year and cannot be used as payment towards purchases of theSwimmingShop gift vouchers or SwimExpert swimming lesson gift vouchers. theSwimmingShop.com may change the allocation and value of SwimSAVE points at any time and the scheme may be changed or withdrawn at any time at its sole discretion.

    For a full list of SwimSAVE points Loyalty Scheme Terms & Conditions please Click Here

     

    Terms & Conditions


    Introduction/General

    Welcome to theSwimmingShop.com. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern theSwimmingShop’s relationship with you in relation to this website.

    The term "theSwimmingShop" or "theSwimmingShop.com" or "us" or "we" refers to the owner of the website SwimExpert Limited whose office is theSwimmingShop, Unit 75 (1st Floor), Milford Road, Reading, Berkshire, RG1 8LG, registered in England with company number 07872428. The term "you" or “your” refers to the user or viewer of our website.

     

    Intellectual Property Rights

    All brand, product and service names used within this Website are the sole and exclusive property of SwimExpert Limited trading as theSwimmingShop (unless otherwise indicated) and nothing within these terms and conditions amounts to or grants a license to use, reproduce, publish or to howsoever deal with such brand, product and/or service names as used within this Website or elsewhere. Any use of the same by a Visitor or User of the Website will constitute an infringement of SwimExpert Limited Intellectual Property Rights and will result in legal action being taken against the Visitor/User.

    All content and without limitation, design, text, graphics, the look, touch and feel of the theSwimmingShop Website configuration are the copyright of SwimExpert Limited trading as theSwimmingShop or its content providers as applicable and must not be copied, published or reproduced in any format. Such usage will constitute an infringement of Copyright and SwimExpert Limited will take such measures to enforce their Intellectual Property Right as may be necessary.

     

    Account Information

    It is Your responsibility to ensure the accuracy of all information entered onto Our website. We do not accept liability for You not providing up to date or inaccurate information and this may result in You not receiving Your order or a delay. You are responsible for keeping your account information, such as your password, confidential and secure. We will not disclose any personal information you provide us to any third parties outside our Group.

     

    Your order

    All orders placed with us are subject to stock availability, and successfully receiving payment from You. We will send you a confirmation email to acknowledge Your order has been accepted and a further email when Your order has been dispatched. If We receive payment for Your order but fail to fulfil the order You will be refunded in full

     

    Payment

    Orders can be paid for using all major debit/credit cards (except for American Express). Failure of funds to be collected successfully may result in your order being delayed or cancelled. Payments will show on Your statement as either “theSwimmingShop” or “SwimExpert Limited”.

     

    Loyalty Scheme (SwimSave Points)


    We strongly advise you carefully read through the following Terms and Conditions for theSwimmingShop SwimSAVE points Loyalty programme:

  • The promoter of SwimSAVE points (‘SSPs’) is theSwimmingShop and the following Terms and Conditions apply to the loyalty programme.
  • To qualify for theSwimmingShop Loyalty Scheme (SwimSAVE points) you must activate an account with theSwimmingShop
  • The current SSPs rule is 500 SSPs = £1. Currently 5 SSPs are usually awarded for each £1 spent on products purchased (Inclusive of VAT). SSPs are only awarded on products and no SSPs are awarded for monies spent on delivery or other account charges
  • You must have earned a minimum of 500 SSPs before you can redeem them against your purchases
  • The minimum spend of SSPs per transaction is 500
  • You can earn additional SwimSAVE points when one of the below 'rules' is met. We may change the amount of points awarded at any time or remove the rule completely.
  •     - Create an account (250 points)
        - Sign up to our newsletter (100 points)
        - Submit a product review (100 points)
        - Birthday Reward (250 points)
        - Refer a friend to theSwimmingShop website (100 points)
        - Referral creates an account (250 points)
        - Referral makes First purchase (100 points)
        - Referral makes Second purchase (25 points)
  • SSPs cannot be used towards purchases of gift vouchers including theSwimmingShop.com or SwimExpert Gift Vouchers
  • We reserve the right to immediately suspend or close your account with our SSPs Loyalty Scheme at any time, for any reason, including but not limited to the following:
  •     - If we believe our Terms and Conditions have been breached in any way
        - If the account holder has supplied false or misleading information
        - If the account holder has been abusive or offensive to any member of theSwimmingShop.com staff
        - For any other reason not listed that we deem it appropriate for the Loyalty Scheme to be suspended or closed
  • Any purchase that has been made in full using SSPs cannot be refunded. These purchases may only be exchanged for items of equal or greater value.
  • A purchase made in part using SSPs can be refunded but only the amount paid using credit/debit card we be refunded and all SSPs used to purchase that lesson will be lost
  • All SSPs that have been redeemed cannot be used again. If you cancel an order where SSPs have been used we will reallocated these to your account
  • You may if you wish transfer your SSPs to a friend’s account. Once transferred the points are no longer yours and will not be returned
  • SSPs have no monetary value and cannot be exchanged for a cash alternative. They can only be redeemed and spent on products on theSwimmingShop.
  • SSPs expire if not used within one year. We will normally email you to remind you of this a month before they expire but it is your responsibility to ensure that you use them before they expire.
  • We reserve the right to suspend or terminate our SSPs Loyalty Scheme without notice or liability to any account holder
  • We reserve the right to amend these Terms and Conditions at any time
  •  

    Availability and Pricing

    Any purchase made is subject to stock availability. We make every effort to ensure the accuracy of information displayed on our website. However, stock level inaccuracies can occur. Therefore we do not accept liability for delays in receiving items that are shown as ‘in stock’.

    Prices that are listed on Our website are subject to change without prior warning. Every effort is made to ensure the accurate pricing of our products. We are not bound to accept an order if there is an error or omission on our website. All orders are only confirmed by theSwimmingShop when you receive a dispatch note from us via the email address you have provided us

     

    Further Information

    theSwimmingShop cannot be held liable as to the validity or otherwise of any information or material which a Visitor/User accesses via links within the theSwimmingShop Website and not maintained by theSwimmingShop. These are external sources and as such are not endorsed by theSwimmingShop and are out of the control or maintenance of theSwimmingShop.

    theSwimmingShop do not warrant the accuracy or otherwise of their Website or that it is free from defects or viruses. Access to the theSwimmingShop Website is free and no liability for loss or damage can be accepted by SwimExpert Limited in respect of the use of information therein.

    Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

    Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

     

    Refunds

    Items may be returned to Us, as outlined in the Returns Information section, in 28 days of purchase, provided they are in a resalable condition, in original packaging, and with a fully and accurately completed delivery note. Orders that have not been dispatched may be cancelled via emailing us at , stating the reason for the cancellation and by providing your order number. Returned or cancelled items will be refunded back onto the debit/credit card on which they were purchased. If an item is returned after 14 days from delivery (and before 28 days) then a restocking charge of 10% will apply. No refunds or exchanges will be given on orders over 28 days. Any refunds that are given will be provided in our base currency (GBP) including those that are returning items outside of the United Kingdom.

     

    Delivery/Non-delivery

    Delivery estimates shown on Our website are a guide only and We accept no liability for delays out of Our control. We aim to dispatch ‘in stock’ items the same day when you place your order before 3pm, however items that are out of stock or placed after 3pm, will take longer. The cost of delivery is clearly displayed during the checkout process and is Your responsibility to check the correct delivery option is selected at the time of payment. We will inform You when Your order has been dispatched and an expected delivery day (where possible), therefore it is Your responsibility to ensure that someone is present at the requested delivery address for a signature (if required).

    In the unlikely event of non-delivery We will make every effort to resolve the issue as quickly as We can, however, it may take up to 15 days for orders within the UK, and 30 days for overseas orders due to Royal Mail and other couriers “lost” and “missing” delivery procedure. We ask that You take the appropriate steps to contact Your local Royal Mail or courier delivery centre to confirm the order is not being held there for You

     

    Warranty/Liability


    Any claim you wish to make that falls under the manufactures warranty must be addressed with the relevant manufacturer directly. It is Our responsibility to ensure the goods we supply to You are ‘as described’ on Our website and of ‘agreeable quality’. Our failure to adhere to the previous statement allows You the right to reject your order for a full refund provided you inform us within in a satisfactory time frame, otherwise We may repair or replace the item at Our discretion.