We pack every order like it's going into our own swim bag, but sometimes couriers treat parcels less gently than we'd like. If something arrives damaged or not working as it should, don't sit on it. Reach out to us within 48 hours of delivery at sales@swimshop2u.com or WhatsApp +60163815528 and we'll get it sorted.

Just like a false start needs to be called immediately. The sooner you flag it, the faster we can fix it. Send us your order number, a photo of the packaging, and a photo of the damaged item. We need these to raise a claim with the courier. We're unable to process claims submitted after 48 hours or without photos.

Think of your delivery address like your lane assignment. Getting it right from the start avoids a false start. Before you checkout, double-check your unit number, postcode, and any access notes. If a parcel comes back to us because of an incorrect address, re-shipping costs will be on the customer's tab.

Missed the courier while you were at training? No worries, use the tracking number in your shipping confirmation to contact them directly and arrange redelivery or self-collection at their nearest hub.

Don't panic. It's not a DNS (did not start). This occasionally happens with local couriers. First, check with your neighbours, guardhouse, or building management, as parcels often end up with them. Still nothing? Contact us straight away with your order number and we'll chase the courier on your behalf until we get to the bottom of it.

We love that swimmers are everywhere in Malaysia, even the remote ones. 🇲🇾 Some postcodes in Sabah, Sarawak, and rural Peninsular Malaysia are flagged as remote zones by our courier partners, which may mean a small surcharge or a different service is needed. If your postcode falls into this category, we'll reach out before dispatch to confirm the final rate with no surprises at the finish line.

Not sure if your area is affected? Drop us a message before ordering and we'll check for you straight away.

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.

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.

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

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.

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.