FAQ

We are a North East Company, based in Newcastle upon Tyne. Our postal address is Ness Swimwear, 37 Crowley Road, Swalwell, Newcastle upon Tyne NE16 3HE

Yes we have a store at 37 Crowley Road, Swalwell Newcastle Upon Tyne NE16 3HE

We are open Monday from 12:00 pm to 5 pm and on Tuesday, Wednesday, Thursday and Friday from 9:30 am to 5 pm and Saturday from 9:30 am-2 pm.

Please note we also support events and our shop may need to close on rare occasions. If you are travelling a distance, please always call before to avoid disappointment.

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

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

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

Yes, please call us on +44(0)191 4888086 any time between 9am-5pm, we do sometimes experience a high volume of calls, as such please be patient if you can not get through straight away.

info@nessswimwear.co.uk 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.

Our postal address is Ness Swimwear, 37 Crowley Road, Swalwell, Newcastle Upon Tyne NE16 3HE

We guarantee that item(s) ordered before 1 pm on weekdays will be dispatched the same day. If you place your order at a weekend, then your goods will be dispatched on the next available working day.

There are three shipping methods available:

• Royal Mail 48 Tracked - 1-2 working days delivery. Although Royal Mail states that delivery can take anything up to ten working days.
• Royal Mail 24 Tracked - Next working day delivery (No guarantee). Royal Mail will try for next-day delivery but please allow more time at busy times.
• Special Delivery - Guaranteed Next day (Mon-Sat). The latest time for Special Delivery is 1 pm on Friday.

International orders generally take 5-7 days though we can express the order for an additional charge. Please e-mail us at info@nessswimwear.co.uk. for further details.

Disclaimer: In the exceptionally rare case that your next-day delivery has been delayed through 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. Even though these services state the next day, Ness Swimwear does 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.

Yes, all orders are sent with a fully tracked service. If you include an email address or mobile number at checkout you will get updates from Royal Mail. This includes information on dispatch, a tracking number and delivery confirmation.

All of our orders are sent by Royal Mail using dependable, fully tracked services. You can choose from;

Royal Mail 48 Tracked (2-3 working days delivery)

Royal Mail 24 Tracked (1-2 working days delivery)

Special Delivery (Next day guaranteed, excludes Sunday)

For large orders and heavy items, we may choose to send with a courier; all tracking details will be supplied to you.

Orders placed before 1 pm (GMT) will be sent the same day. Any orders placed after 1 pm on a Friday will not be posted until the next working day.

You will receive a notification from Royal Mail when your item is dispatched and out for delivery.

If you do not receive a message via email or SMS, please contact us at info@nessswimwear.co.uk and we can supply your tracking number.

Yes we have a Click & Collect service, that you can select at checkout

We use Royal Mail to send all our orders. We may choose to use a courier for large bulky orders, if we do we will provide the company and tracking information.

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.

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.

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

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.

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.

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 payments, to ensure the authenticity of each card payment.

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

Yes, we accept valid Ness Swimwear Gift vouchers online, at events and in our shop. To use your Gift Code online - add your items to your basket, then on the basket dropdown select 'View and Edit Cart'. Select the checkbox on the right labelled 'Use Gift Card to Check Out' and enter your code.

We do not accept any Gift Vouchers other than our own official Ness Swimwear vouchers.

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.

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.

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

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)191 4888086 and they will be happy to help.

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)191 4888086 and they will be happy to help.

If you require any additional information on any of the products on our website please email, or call our web team on +44(0)191 4888086 and they will try to provide you with all the information you require.

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.

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.

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)191 4888086

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.

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.

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

This should never be a problem, simply give us a call on +44(0)191 4888086 and providing the code is valid we will refund you the difference.

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)191 4888086 and we will follow up the progress of your delivery. This can take up to 24 hours, we will try our best to help.

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

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.

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.

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.

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 +44191 4888086 and check if we have received your return.

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.

NESS Swimwear, 37 Crowley Road, Swalwell, Newcastle upon Tyne NE16 3HE

Our returns policy means that if you are not fully happy with the goods you have received, you can return them to us within 30 days of receipt, providing they are in original resalable condition and with tags and hygiene strips intact. Please include the invoice number, list of returned items and how you would like to proceed. 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 their original condition. This does not affect, 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.

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

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

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.

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.

Unfortunately we cannot return the original Postage & Packaging charges paid by you if you require a refund, so all refunds are MINUS this 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)191 4888086 or by e-mailing info@nessswimwear.co.uk.