Every order is quality-checked and securely packed before it leaves our Penang warehouse. Despite this, damage or loss can occasionally occur during international transit.

Reporting window

Damage or defects must be reported within 48 hours of delivery. Email us at sales@swimshop2u.com with your order number, clear photos of the outer packaging, and photos of the item. Claims submitted outside this window cannot be processed.

What we need from you

Before discarding any packaging, photograph everything: the box exterior, inner wrapping, and the damaged or defective item. This is required to raise a carrier claim on your behalf. No photos = no claim.

International shipments are dispatched without insurance by default. Standard carrier liability for international parcels is limited and may not cover the full value of your order.

For orders over RM500, we strongly recommend adding shipping insurance. Contact us at sales@swimshop2u.com or WhatsApp +60163815528 before placing your order. Swimshop2u is not liable for loss or damage beyond the carrier's standard liability on uninsured shipments.

Import duties, taxes, and compliance with local regulations are entirely the buyer's responsibility. Please check your country's import rules before ordering.

EU & UK buyers · VAT notice

Since Brexit, UK and EU rules require VAT on goods under £135 / €150. If Swimshop2u is not registered under your country's import VAT scheme, you may be charged VAT plus a handling fee by your local customs authority on arrival.

Seized or refused goods

Swimshop2u is not responsible for goods held, seized, destroyed, or returned by customs. It is the buyer's responsibility to confirm items are legal to import. Goods refused or confiscated by customs are not eligible for refund or replacement.

Address accuracy

You are responsible for providing a complete and accurate delivery address at checkout. Parcels returned due to an incorrect or incomplete address will incur re-shipping costs borne by the customer.

Failed & missed deliveries

Many international couriers attempt delivery twice before returning the parcel. Please monitor your tracking actively. Returned parcels due to failed delivery attempts are at the customer's cost to reship.

Marked as delivered

Once a carrier marks your order as delivered with tracking confirmation, our delivery obligation is fulfilled. If you believe your parcel was misdelivered or stolen, contact us and we'll assist with the dispute, but cannot guarantee a replacement or refund.

Split shipments

For large or multi-item orders, we reserve the right to dispatch across multiple parcels, each with its own tracking number. Delivery times between parcels may vary.

Due to the cost and complexity of international return logistics, international orders are final sale unless the item arrives defective or is materially different from what was ordered.

Defective items must follow the damage report process above. 48-hour window from delivery, with photos. We do not accept returns for change of mind, sizing issues, or incorrect orders placed by the customer on international shipments.

Unsure about sizing? Contact us before ordering · we're happy to advise on fit, sizing charts, and product specs before you commit.

Swimshop2u is not liable for delays caused by circumstances beyond our reasonable control, including carrier network disruptions, port strikes, extreme weather, natural disasters, pandemics, or government-imposed restrictions on the movement of goods.

We will always communicate known delays as promptly as possible.

By completing checkout on swimshop2u.com, you confirm that you have read and agree to our shipping policy, including all international shipping terms above. This applies to all orders regardless of delivery destination.