Frequently Asked Questions
How long will it take for my item to arrive?
Our aim is for our customers to receive their order as quickly as possible. As the majority of our products are custom made to order, please allow us our full turn around (stated at the top of our website) to make your order. We also offer a small range of products which are ready to ship (no turn around time applies). Products within this range are clearly labelled and can be found in our "Ready to ship" category. We aim to send our pre-made products within 1-3 working days. If you order a custom made item on the same order as a ready to ship item, both will be shipped together once the custom item is ready to send. Further info on delivery times below.
Our turn around time for our custom made products will vary. We aim to post all orders within 10 working days however during busy periods this may increase. Our current turn around time will always be displayed at the top of the website and in our Instagram bio. Please note, working days does not include weekends and bank holidays.
Once your order is ready to send, you will receive a shipping confirmation email containing your tracking number. You may receive this up to 24 hours before your order is processed by the shipping provider. Once your order has been handed over to the shipping provider, we are unable to accept responsibility for delays as this is out of our control.
What shipping options do you offer?
We use the Royal Mail Signed for service to ship our UK orders. For international orders we use the DPD Tracked service. If you would like to request your order is shipped with another courier or a different shipping option, please email us before placing your order to see if we are able to accommodate.
Royal Mail 2nd Class Signed: £3.90
Free when you spend over £50.
Estimated delivery time 3-5 working days. (UK ONLY)
Royal Mail 1st Class signed: £4.50
Estimated delivery time 1-3 working days. (UK ONLY)
Next Day Delivery (Mon - Fri): £15
Your order will be with you the following day if you order before 11am between Monday and Thursday. Orders placed after 11am on Thursday will be with you on Monday. Orders placed after 11am on Friday will be dispatched on Monday for Tuesday delivery. (UK ONLY)
DPD Tracked Delivery
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Ireland: Prices starting from £15
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USA: Prices starting from £25
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Australia: Prices starting from £35
Customers outside of the UK may be required to pay customs charges. We are not liable for these charges and DPD will contact you directly to process these charges.
Do you accept returns?
As we make our products to order we do not offer refunds or returns. If an item does not fit, you can exchange for a different size. If you wish to exchange for a different size, please email us at swimbychloelouise@hotmail.com within 5 days of receiving your item. The customer is responsible for the cost of sending the item back to us, we will then cover the postage to send the exchanged item to you.
We are unable process exchanges via Instagram, Facebook or TikTok. We cannot exchange bikini bottoms or lingerie for hygiene reasons.
Please note, any item which is returned to us to be exchanged must be unused, unworn and unwashed. The item must be in it's original condition with no signs of wear. Signs of wear include but are not limited to: over-stretched material, fragrance & any other damage. Final decision as to whether an item has been used, worn or washed lies with Swimbychloelouise.
Ordering from outside the UK
When ordering from outside the UK your parcel may be subject to Customs duties. We cannot be held responsible for these charges. The duty to pay is the responsibility of the customer.
If you do not pay the customs duties and therefore your order is returned to us, we will NOT process a refund. This is due to the fact we purchase fabric specifically to make your order and we have already spent the time making your outfits. We are unable to simply re-sell your outfit as each piece is created specifically for the customer, therefore we would be out of pocket for the reasons stated above.
Please ensure you if you order from outside of the UK, you are prepared to pay customs duties.