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FAQs

THE SWIMMING UNIVERSE™  (Company Number : 12628596) trading as NEWBORN SWIMMER LTD, is a UK based company we are an independent online accessories retailer and we offer you the best offers on the highest quality babies's products.Our mission is to strive towards making the lives of parents and children easy, simple and fun. The highest quality standards, global trends and continual product development help us bring parents everything they need for their baby's development. We are committed to providing the best product and service to our customers.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at contact@theswimminguniverse.com If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at contact@theswimminguniverse.com


Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items 
If you have simply changed your mind we do not provide refunds. Special consideration will be given in exceptional circumstances however you must be able to provide satisfactory proof of purchase. Further, the merchandise must be:

  • in saleable condition;
  • unused with all original packaging;
  • returned to us with any gift or bonus received with the merchandise (if applicable);
  • not subject to the exclusions listed below; and
  • the exchange or refund is sought within 30 days of purchase.



Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

How do I change or cancel my order?

If you need to cancel or make any changes to your order please email contact@theswimminguniverse.com within 2 hours of making your purchase with the subject line of this email must read 'CHANGE OF ORDER' or 'CANCEL ORDER' and our team will be back to you shortly. 

 

I didn't receive a confirmation email?

Please make sure you check all folders in your inbox including the junk and spam folders. If you still cannot find your confirmation email please email contact@theswimminguniverse.com to ensure you provided the correct email during checkout. 

 

What if I made a mistake in my shipping address?

If you have made a mistake in your shipping address please email contact@theswimminguniverse.com within 2 hours of placing your order. You must make the subject line 'CHANGE OF ADDRESS' and provide your full name, order number and corrected shipping address.

 

My order status is 'unfulfilled', what does this mean?

If your order status is shown as unfulfilled this simply means your order has not yet been dispatched, but the payment has been successful. Once your order has been dispatched you will receive an email to confirm your order has been fulfilled and another email providing you with a tracking number.

How soon will I get my package ?

Shipping times vary by country, but it normally takes about 5 to 18 business days for your item to arrive.

How can I track my order ?

A shipping confirmation is emailed to you as soon as your order has been shipped, which will allow you to track the status of your shipment.

How do I know if my package has shipped and is on its way ?

Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to leave our distribution center, you will receive another email with shipping information. Please note that the shipping confirmation email does not necessarily mean that the carrier has picked up your package from our distribution center. Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit.

Please allow 24-48 hours from the time you place your order for its status to update. 

My Tracking Info shows my package was delivered,but I never received it

We know how important your order is! We provides our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.

Why isn't my tracking info updating, is there something wrong ?

This is normal. The tracking information normally lags behind the true status of your package. If it hasn't updated in over 2 weeks, please contact support.

Do you ship internationnaly ?

We are proud to serve our customers from all over the world! The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction. The site will default USD Euro on the checkout page.

It usually takes 5-18 business days to arrive in your country, however, in some instances; delivery may be delayed depending on your country's customs. THE SWIMMING UNIVERSE is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.

TAXES & DUTIES

Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.

Payment of these charges and taxes are the responsibility of the recipient and will not be covered by us here at THE SWIMMING UNIVERSE . For further details of charges, please contact your local customs office.

How secure is my personal information ?

THE SWIMMING UNIVERSE  adheres to the highest industry standards to protect your personal information.

Your credit card information and personal details are encrypted during transmission using the 128-bit SSL (Secure Sockets Layer technology), the same level of encryption used by large banks around the world.

Your credit card information is only used to complete the requested transaction and is NOT subsequently stored.

HOW CAN I CONTACT THE SWIMMING UNIVERSE  ?

You can contact our customer support via email: Contact@theswimminguniverse.com

We do our best to respond within 1-3 business days.

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