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SWIMWEAR

Customer Service


  CONTACT

SHIPPING INFORMATION
Shipping methods
International customs fees
Shipping address

ORDER STATUS
Checking your order status / Tracking
If an order doesn't arrive
Correcting order details

ACCOUNTS
Advantages of registering an account
Password retrieval
Difficulties logging on to your account

BILLING INFORMATION
Payment methods
Currency
Tax methods

PRIVACY & SECURITY
Personal information
Payment security and credit cards

RETURNS
Return policy
How to return an item?
The refund / exchange process

SIZING
Sizing Information

GIFT CERTIFICATES AND DISCOUNTS
Gift Certificates
Promotional codes / discount vouchers

Customer Service

Try your designer swimwear in the comfort of your home.
* Same-day (weekday) shipping - in AUS usually next day delivery
* 1 year return policy* and free returns for exchanges
* Sizing / swimwear help? - please call one of our fitting specialists.

Customer Service

Frequently Asked Questions

Sizing  +

We have designed our swimwear range such that you may select any top and mix and match with any bottom. By following the size charts you will be able to select your perfect size.

If you are viewing from the following countries you will see sizing as follows:
  - Australia - AU sizing
  - U.S.        - U.S. sizing
  - EU          - EU sizing
  - United Kingdom - U.K. sizing
  - All other countries will be shown in standard sizing e.g. S, M, L and we ask that you refer to the size chart for your size.

Generally we suggest:
  - For swimwear made of Lycra - if between sizes - go down a size.
  - For outerwear or non-lycra products - if between dress sizes - go up a size.

Returns / Refunds within one year  +

Should any item fail to meet your expectations, simply return it to us within one year (365 days) from the original shipping date in a new and unused condition and we will gladly exchange it, refund your merchandise price to your method of payment or if you like, create a credit note on your account by sending a gift certificate of the value of the original product ordered price.

Refunds or replacements are processed and shipped free of charge.

Shipping and tracking  +

An email notification is sent to the email address provided for each stage of the delivery process. Orders received after 3pm AEST will be shipped the next business day.
You may also check the order status by logging into your account at the top 'Customer log in' or click here. Select 'Orders', follow the search directions or select all orders and then click on the order you wish to check. This will display the invoice for your order with the current status. If the parcel was shipped by a traceable method you can note the tracking number on the invoice and do a lookup using the links here.

Please note: We usually ship with Australia Post and have found that it is 99.99% reliable over other methods. Unfortunately tracking is only available for the countries listed below and that is once the parcel has landed in the country of destination.
International - Generally your parcel should arrive 10 - 21 working days after you have received the email from us informing you that your order has shipped. If your parcel hasn't arrived please be patient and check if it wasn't left with a neighbor who signed on your behalf or is sitting at the post office and a delivery card wasn't left for you.

Your favorite garment isn't available in your color or size  +

We do our best to ensure all sizes and colours of products shown are available. As we create a new collection each year some styles may not be available in your size or colour.

Where can I use the offer (coupon) code or gift certificate  +

Offer codes may be entered to receive your discount as follows :- after pressing Checkout there is a coupon or offer code box with a submit button - this will re-calculate and apply your discount.

Gift certificates are used later in the checkout process and if you wish to use one select it as a form of payment first - anything not covered by the gift certificate will be calculated and you may then use another form of payment.

Shipping Information

Shipping MethodsTop

Your order will normally be processed within 1-6 hrs of from it being placed. The stock is ready for processing and shipping within our warehouse facilities. You will receive email notifications for each stage of the processing and delivery process. If your order is received on weekends or outside factory opening hours it may be processed or it may be shipped the next business day. Generally if the order is received before 4pm it is shipped that day and for most capital cities within Australia there is next day delivery.

Within Australia

The following table represents the two shipping options you will have selected during the checkout process. The costs are calculated directly from Australia Post systems and we do not charge any processing fees. The data below may change from time to time as Australia Post changes their pricing system without notification, however your charges are correct in your order with a realtime lookup calculation to Australia Post based upon the garments and their weights you may have ordered and your delivery address.

Destination Shipping Method Cost Delivery Time Signature/Tracking
Australia Australia Post Regular Parcels from $6.95 (+) weight & dest dependent 1-2 business  
Australia Australia Post Express Parcels $11.99 Next business day delivery Signature and Tracking

We offer guaranteed delivery on Australia Post Express Parcels and will re-ship and replace your order free of charge if the parcel is lost. However, we do not accept responsibility if you select Australia Post Regular Parcels and the the parcel is lost. We highly recommend you select Express parcels within Australia.

 

International

International orders are shipped via Australia Post Airmail. The delivery time is generally between 3 and 10 business days. We offer two methods and the costs are calculated directly from Australia Post in realtime and variables such as weight of garments and destination determine the pricing. We generally reduce the shipping costs automatically the higher the order amount when shipping to non-Australian destinations.

Destination Shipping Method Delivery Time Signature/Tracking
International Australia Post Airmail 10 - 21 business days  
International Registered Australia Post Airmail 10 - 21 business days Signature and Tracking

We offer guaranteed delivery on Registered Australia Post Airmail and will re-ship and replace your order free of charge if the parcel is lost. However, we do not accept responsibility if you select Australia Post Airmail without signature and the the parcel is lost. We highly recommend you select Registered Australia Post Airmail as a preferred shipping method. Currently this is an extra $5 charge from Australia Post and we automatically ship it for you as Registered.

Once your order has shipped you will receive an email notification. If you have selected a traceable method (Registered International Airmail), you can track it by logging on to your account, retreiving the tracking number associated with your order and entering this number into Australia Post Tracking Facility here.   Remember, we can only track your order after it has been shipped. If you would like to find out the status of an order before it has shipped, please log on to your account or contact us here.

 

International Customs FeesTop

There are many countries that charge customs or import duty fees. These fees are the responsibility of the customer. We suggest you determine your own countries import duties from your local customs office to determine if it is applicable.

However, if your shipping address is outside Australia the prices you are paying do not include Sales tax or GST.

If you have any questions please email service@watersun.com


Shipping AddressTop

You may specify a different shipping address to your billing address.

We do not ship to International P.O. Boxes.


Order Status

Checking your order status / TrackingTop

An email notification is sent to the email address provided for each stage of the delivery process.

You may also check the order status by logging into your account at the top 'Customer log in' or click here. Select 'Orders', follow the search directions or select all orders and then click on the order you wish to check. This will display the invoice for your order with the current status. If the parcel was shipped by a traceable method you can note the tracking number on the invoice and do a lookup using the links below:


If an order doesn't arriveTop

We process orders within 12 hours on business days. Your order should arrive within a few days within Australia, or from 5 to 15 days for international deliveries.

If this time has been exceeded please check your tracking number if your shipping method was a tracable method or contact us either via email service@watersun.com or by telephone here.

Please note: We are unable to accept responsibilty for lost packages that were shipped via a non-traceable method.


Correcting Order DetailsTop

If you've made an error on your order (an address error, put the wrong items in your shopping cart, etc) please contact us immediately via email service@watersun.com or by telephone here and we will correct this for you.

We begin processing orders as soon as they come in. If your order has already shipped we will not be able to make the correction.


Accounts

Advantages of Registering an AccountTop

When you register as a customer you are able to enjoy many benefits, including our quick and easy express checkout process, where you don't need to enter your address details each time for example, saving your wishlist or shopping bag contents and checking your order status online.


Password RetrievalTop

If you've forgotten your password, simply go to your account at the top 'Customer log in' or click here., click 'Submit' and you will be prompted by 'Recover password' - enter your email address and it will be sent to you via email shortly thereafter.


Difficulties Logging OnTop

If you are experiencing difficulties logging in to your account, it may be due to one of the following reasons:
 
You may use your email address or enter a username of your choice for 'username'
You have an account if you have previously registered your personal details like shipping address to us.
If you have previously subscribed to our newsletter or mailing list you do not yet have an account - we only have your email address for this purpose and you need to register to continue the checkout process
If you have forgotten your password please select 'Forgot password' and enter the email address you created your account with. It will be emailed instantly.
If you have forgotten your email address you may either create a new account or email us with your one of your previous order numbers.

Billing Information

Payment MethodsTop

We currently accept VISA, MASTERCARD, AMERICAN EXPRESS, PAYPAL and phone ordering. Additionally we provide cheques (Australia only).


CurrencyTop

Our currency system allows you to change the currency for all products shown. The system is updated daily and is a very close (usually with a cent) approximation of the price in that currency.

The final order is processed in Australian dollars and this will be reflected in your credit card or Paypal statement. Currencies fluctuate within the 24 hr period so you may see minor variations to that displayed as you browse our site.

This feature is provided to allow you to browse our store in a currency you may feel more comfortable with.


Tax MethodsTop

Australian shipping destinations - To comply with Federal laws if you are within Australia the prices shown are GST inclusive. The final invoiced amount includes 10% GST on the products purchased.

International shipping destinations - If you are outside of Australia the prices shown are exclusive of GST (or sales tax). The final invoiced amount is GST free.

In any case, if the shipping destination is within Australia the final invoiced amount includes 10% GST on the products purchased.

Privacy & Security

Personal InformationTop

Watersun Swimwear respects your privacy. Information we collect from our Web site is used exclusively by us to improve the products and services we offer. It enables us to continually update our styles, colors, and selections to better meet your needs. In addition, we may use this information to update our mailing lists in order to send you the latest Watersun Newsletters or catalogs. Our Privacy statement is here.

Payment Security & Credit CardsTop

Shopping at Watersun Swimwear is safe and secure. We comply with banking and credit card security protocols including the following:

- Encryption methods within our system and banking gateway.

- Encrypted transmission of cardholder data, network scans, physical access controls and activity monitoring and logging.

- No credit card details are stored or captured by us, only the banking institution has the complete transaction details.

- We have taken every precaution to ensure that your credit card transactions are completely secure. Ordering information is protected from security threats by a technology called Secure Sockets Layer (SSL). SSL stands for Secure Socket Layer technology. It is the industry standard method for securing the transfer of sensitive data such as credit card information between a web browser and a server. Having an SSL certificate enables the data to be encrypted so that it can only be read by the authorized server - even if the encrypted data is intercepted it is unreadable.

- When you are visiting our shop you can verify our security in the form of a padlock on the site, and in the address (URL) bar the letter 's' is added to the 'http:' A Dedicated SSL certificate protects your information providing a secure, encrypted link between a our website and you for all online transactions

Returns

Returns PolicyTop

Should any item fail to meet your expectations, simply return it to us within 1 year (365 days) from the original shipping date in a new and unused condition and we will gladly exchange it, refund your merchandise price or create a credit note on your account by sending a gift certificate of the value of the original product ordered price.

Refunds or replacements are processed and shipped free of charge.

Original shipping charges are not refundable. We do not charge for processing. The original shipping and handling charges are not refundable except the case where we have shipped the wrong product ordered by you.

If you have an exchange for the same dollar amount as the original purchase, no additional shipping & handling charges will be incurred.

 
Please note that we do not refund or exchange any returns if goods have been worn, soiled or the tags and protectors have been removed.

Return costs are the responsibility of the customer. If an order is partially refunded, and a complimentary shopping voucher has been used the value of the voucher will be proportionally deducted from the refunded amount.

Please allow between 5-7 business days for refunds to be processed. You will receive email notification once the garment is received and then when your refund has been processed.


How to Return an ItemTop

Fill out the Return/Exchange Form on the back of the tear away portion of your invoice, indicating the following:

• what you are sending back
• the reason why (use the codes)
• and what you want done (exchange or refund or credit).
 

Return the form with the merchandise you want exchanged/refunded/credited any way that is convenient for you. We recommend using a traceable/registered method as we do not accept responsibility for lost returns packages.

There is an address label on the bottom of the Return/Exchange Form that is provided for your convenience. Return costs are the responsibility of the customer. We regret that we cannot accept "bill recipient" or "COD" packages.

We will gladly answer any questions you might have regarding returns or service. Just email us service@watersun.com or call +61 3 9016 4460 9am - 5pm Australian EST. You may also download an Order Return Form here.


The Refund / Exchange ProcessTop

Once the garment is received we will process it immediately and send notification to you.

  • Refunds will be credited to your credit card or paypal account immediately
  • Exchanges will be processed immediately.
  • Should an requested exchange garment not be available we will contact you by email to determine whether you wish to wait for stock, or have a refund or a store credit in the form of a gift certificate. This credit will never expire.
  • If a discount coupon was used the discounted amount is not refunded but will be applied to an exchange.
  • If a gift certificate was used this will be re-credited and notification sent to you with the new value.

Sizing

Sizing InformationTop

We have designed our swimwear range such that you may select any top and mix and match with any bottom. By following the size charts you will be able to select the perfect size.

Gift Certificates & Discounts

Gift CertificatesTop

Gift certificates may be purchased for amounts between $10 and $500. The validity period is 1 year from issue date. When a customer requests a store credit for a returned item - a gift certificate will be issued and this will not expire.

There are no restrictions on the use of the gift certificate and it may be used for products or shipping. Unlike a discount coupon code which is entered on the first checkout page, the gift certificate number is entered during the payment methods page. If there is insufficient value on the gift certificate, the payment page will prompt for the difference between the gift certificate value and the shopping bag total value.

If gift certificates are used in conjunction with a promotional code or discount code (or voucher), please enter the discount code first at the first page of checkout and then enter the gift certificate number on the checkout payment page. The process will automatically determine the correct payment.


Promotional Codes / Coupons / DiscountsTop

Be sure to sign up for our newsletter to receive great promotional codes!

When using a promotional code, it will be issued as a discount voucher with a a promotional code or as a unique code. Please read the entire list of restrictions associated with that promotion.  The promotion rules and restrictions are listed on the promotional email you received.  If your order does not reflect the benefits associated with the promotion and you've read the promotional restrictions, please contact customer service at service@watersun.com or call +61 3 9016 4460 9am - 5pm Australian EST

If you return items purchased using a promotional code, we will pro-rata your refund to reflect the promotional discount. 
To qualify for a specific promotion, your order must be placed during the specified promotion period. We can not apply discounts or promotions to previous orders.

If your offer has a minimum purchase requirement, taxes, and shipping and handling charges do not apply toward the minimum purchase amount.

04.06.2010

 
 


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Copyright © Watersun Swimwear Pty Ltd     Unit 2, 107 Cambridge Street  Collingwood  VIC  Australia  3066    |  Phone: +61 3 9016 4460
ACN: 155 250 669