Frequently Asked Questions

Who can I contact if I require advise in choosing what product best suits my needs?

If you require advise in choosing a suitable product please don't hesitate to contact our friendly staff. We are always happy to help where we can, visit us in store, send us an email or give us a call.

What if I am unsure of my sizing?

Please refer to our Male, Female or Junior sizing guides. If you are still unsure and require further assistance, please contact our knowledgable and friendly staff. You can contact us at [email protected], in store, or over the phone.

Does Swimming Queensland's Swim Shop deliver Worldwide?

Yes we do! Shipping costs are set for a maximum of two items.  If you'd like to purchase more, send us an email and we'll send you a quote for the postage.

What happens if I order the incorrect size?

From time to time you may purchase a product which does't suit or doesn't fit. SQ Swim Shop offers a 30-day returns policy on unused and unworn items. Please see our Change of Mind Returns Policy for further information.

What if there was a missing item from my order?

Firstly we ask if you could please check the invoice attached to your order, to ensure all items were successfully ordered. If items were successfully ordered and you were invoiced for all items, please email [email protected] for assistance.

What if I have received a faulty item?

SQ Swim Shop is committed to providing you with quality products. In the unlikely chance that you believe the goods to be faulty please contact us at [email protected] or visit us in store and one of our friendly team will assist.

How do I return an item for refund or exchange?

From time to time, you may purchase a product that doesn’t suit you or simply doesn’t fit. To provide you with an exceptional shopping experience, we offer you a 30-day Returns Policy on goods that are unused and in a saleable condition. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Please note that you must have your original receipt of purchase and all products must be in an undamaged, unworn condition, with all labels & product swing tags attached for you to be able to return them. The products must also be in the original packaging. All swimwear should be tried on over underwear, and where applicable, without removing the protective adhesive strip. In the interests of hygiene, returns may not be accepted if this strip has been removed or where it is obvious the items have been worn. Only regular priced items may be returned, unfortunately sale items and special order items cannot be returned.

If returned goods do not meet these criteria, a refund will be declined.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Please read through our Refund Policy for further information.​​​​

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