Tel: 01207 545 554

Welcome to Ness Swimwear

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Customer Service

 

About Us

Contact Us

Delivery

Payments

Products

Your Order

Returns


About Us

Where is your company Based?

We are a North East Company, based in Newcastle upon Tyne. Our postal address is Ness Swimwear, PO Box 247, Rowlands Gill, NE39 1WS.

Do you have a retail store?

Not at the present time .

Do you have a catalogue?

We do not currently produce a catalogue, as both our products and stock levels change daily.

Do you wholesale goods?

No, we do not wholesale goods, we are a retail operation.

Do you sell both mens ,womens and childrens swimwear? 

We sell male, female and junior swimwear, performance swimwear and swimming equipment and accessories.


Contact Us

Can I contact you over the phone?

Yes, please call us on +44(0)1207 545 554any time between 10am-6pm, we do sometimes experience a high volume of calls, as such please be patient if you can not get through straight away. OR

 

What email address should I use to contact you?

[email protected] is the contact to use. This address is dedicated to queries regarding orders and purchases and will allow us to answer your questions as quickly as possible. We aim to answer all emails

What is your postal address?

Our postal address is Ness Swimwear, PO Box 247, Rowlands Gill, NE39 1WS.


Delivery

How long does delivery take?

We guarantee that item(s) ordered before 12pm on weekdays will be dispatched the same day. If you place your order upon a weekend, then your goods will be dispatched on the next available working day.

There are two shipping methods available:

 

  • Royal Mail 1st Class Recorded Delivery - Although Royal Mail state that delivery can take anything up to ten working days; we generally find these orders are received within 1-2 working days
  • Goldstar couriers.

International orders generally take 5-7 days though we can express the order for an additional charge. Please e-mail us at [email protected]. for further details.

Please note we  NOT send to overseas P O BOX  addresses.

Disclaimer: In the exceptionally rare case that your next day delivery has been delayed though no fault of our own Ness Swimwear may refund the delivery charges depending on the circumstances. This decision is at the discretion of the management. Due to the fact that even though these services state next day, Ness Swimwear do not guarantee this fact, since the guarantee is held by the shipping company and the actual delivery of this item is out of our hands once it has left the warehouse.

Delivery Options

We mainly ship products via Royal Mail offering a range of delivery choices. Heavy items will have an additional postage charge, and will be calculated at the checkout. We offer Royal Mail Next Day Delivery (UK Only)  Orders placed after 12PM on a FRIDAY will be despatched on MONDAY. Delivery on International orders is based on weight and will be calculated at checkout. Please see our Shipping section of further Information.

Can I track my item?

All International, high value and large items can be tracked. Tracking details will be included in your dispatch confirmation email. 

How do I know if my item has been dispatched?

We try are utmost to dispatch orders the same day when placed before 2pm (GMT), dependant on payment and stock availability. Orders placed over the weekend will be dispatched on the next working day. You will receive a dispatch confirmation via email, sent to the email address on your online account.

Can I collect my item from your store?

No, this service is not available. 

What courier do you use for deliveries?

We use Royal Mail or Goldstar  to send all our orders.

Can someone else sign for my delivery?

Royal Mail Special Delivery and Goldstar requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us.

Can I change the delivery address?

On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has already left our office, then the delivery address cannot be changed.

Do you deliver to BFPO addresses?

We can ship to BFPO addresses, please ensure you complete the billing address field as appropriate and the BFPO address as the delivery address.

Do you deliver to my country?

We deliver to most countries worldwide, your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders.

What if I'm not home when it's delivered?

If Royal Mail are unable to obtain a signature from somebody at the address then your parcel will be returned to your nearest Royal Mail depot. Royal Mail will leave a card at the delivery address, which will have instructions of re-delivery or collection.


Payments

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payment, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We currently accept - Mastercard, VISA,  Solo, Switch / Maestro, Visa Debit, Delta and Electron for Payments online. We also accept PAY PAL.

Do you accept gift vouchers?

Yes, we accept valid Ness Swimwear Gift vouchers, both online and at swimming events (to see our up and coming events, check out the events page).  We do not accept any Gift Vouchers other than our own official Ness Swimwear vouchers.

Can I use a different payment method?

No, we do not accept any other payment method other than those listed above. Cash payments may be made at swimming events. We do not accept cheques.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.


Products

Are all your products genuine?

Yes, we are licensed stockists of all our products, and they are ALL 100% authentic.

Do you have more sizes available?

With products selling very quickly online and at swimming events we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email, or call our web team on +44(0)1207545554 and they will be happy to help.

Will you be getting more?

Due to the limited availability of some of our products we can often sell out very quickly. We often re-stock classic or popular items, and if you would like to ask about a product, size or colour that is not shown, please email, or call our web team on +44(0)1207545554 and they will be happy to help.

Can I get more information on a Product?

If you require any additional information on any of the products on our website please email, or call our web team on +44(0)1207545554 and they will try to provide you with all the information you require.

The item I bought is now in sale, can I get the difference refunded?

Unfortunately it is very difficult for us to know if and when something will go into sale. As a result if something does go down in price after you have purchased it, we are unable to refund the difference.


Your Order

I'm new, how do I order?

At NESS Swimwear we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This is a very simple process and will ensure you can quickly and safely make orders. Once you have created your account, browse the site; either using the categories list, our search function, or by looking at our most recently added products. Select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

How do I check if an item is in stock?

With some of our more popular items, due to the high rate of sales, there may be some discrepancies. We will try to inform you as soon as possible via email if a product is out of stock, however if you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +44(0)1207545554

How do I know if my order was successful?

If your order is successful you will receive an automated email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched.

Can I change/cancel my order?

We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. More information on making a return can be found in this Customer Service Section, or in our dedicated Returns Section.

Can I use my discount code more than once?

This depends on the type of code you have received; you will be made aware of this upon receipt of your code.

I forgot to use my discount code. Can I get the discount refunded?

This should never be a problem, simply give us a call on +44(0)1207545554 and providing the code is valid we will refund you the difference.

Where is my order?

If an order has not arrived when you were expecting it, check that you have received a notification dispatch email.  Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, contact the web team on +44(0)1207 545 554  and we will follow up the progress of your delivery. This can take up to 24 hours, we will try our best to help. 

Do you gift wrap orders?

Sorry, at this time gift-wrapping is not an option provided by Ness Swimwear.

You haven't replied to my query?

We try to respond to any queries as quickly as possible, however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you have on the progress of your enquiry.

My order contains a faulty item.

If for some reason your order contains a faulty item please contact us immediately and we will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair. This however is not valid if the item has been worn or used.

You have sent me the wrong item.

If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.

Can you confirm you have received my return?

We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We advise that you get proof of postage on all items, with appropriate insurance on high value items, when you are returning goods. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +44(0)1207 545 554 and check if we have received your return.

Part of my order is missing?

An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received an email stating this and/or your invoice will be marked as being part complete. Goods that have not been delivered will be dispatched as soon as the items are in stock. However, items that are sold out will be refunded.  If this is not the case, please give us a call and we will do all we can to help.


Returns

Where do I return an item?

NESS Swimwear, PO Box 247, Rowlands Gill, NE39 1WS

What is your returns policy?

Our returns policy means that if you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition and with tags and hygiene strips intact. Please ensure that invoice number, list of returned items and how you would like to proceed is included. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging.

 

We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not effect, and is in addition to, your statutory rights as a consumer.

Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.

PLEASE CHECK ALL GOODS FOR ANY FAULTS BEFORE REMOVING THE LABELS FROM THE ITEM.

How long does it take to process returns?

We aim to process any returns within 7 working days of receiving them.

How long will it be before I get a refund?

As long as the returned items meet our refunds criteria, your refund will be processed within 14 working days, depending on your card issuer.

How long will it be before I get an exchange?

After your return has been processed, as long as we have the exchange items in stock you should receive them within 3 working days. The overall expected time for an exchange can be up to 3 working days from us receiving the item

UK exchanges will be send out 2nd Class post, or post can be paid by the customer for Next day delivery.

More than 1 exchange will incur a standard delivery charge, this can be done via phone payment or pay pal.

Overseas exchanges will be charged the standard rate of £10, this can be done by PAY PAL.

Who pays for return postage?

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you UK only. Overseas wil not be exchanged free.

Why have you not refunded the delivery charge?

Unfortunately we cannot return the original Postage & Packaging charges paid by you if you require a refund, so all refunds are MINUS this amount.

You have refunded me the wrong amount.

If you feel for any reason that we have incorrectly refunded you then do not hesitate to contact our sales team either calling +44(0)1207 545 554 or by e-mailing [email protected].