Delivery & Returns
Please note that the following Cancellation & Returns Policy does not affect your statutory rights as a consumer. For more information on your statutory rights, contact your local Trading Standards Office or Citizens Advice Bureau.
UNITED KINGDOM MAINLAND STANDARD DELIVERY - Free (2 - 3 Working Days)
Standard delivery can currently take up to 5 working days due to driver shortages with our chosen delivery partner EVRi.
Please note, if orders are placed at the weekend or in the evening they will be processed on the next working day. Standard delivery can take up to 5 working days during busy periods. Deliveries may be affected during sale periods and bank holidays.
We are no longer able to ship to Guernsey & Jersey.
Our courier does not deliver on Bank Holidays. Orders placed on a Bank Holiday or after 2pm the day before a Bank Holiday will be delayed in dispatch until the following working day.
AMENDING OR CANCELLING AN ORDER
Please note that once an order has been placed Zoggs are unable to amend or cancel it. Please use the free returns slip inside the order when it arrives to return any unwanted items for a refund.
REFUSAL AND CANCELLATION OF ORDERS
We reserve the right to refuse or cancel any order, for any reason, including limitations on quantities available for purchase, inaccuracies, errors in product or pricing information, problems identified by our credit and fraud avoidance department, security concerns, or inappropriate customer conduct. If your order is cancelled after your credit card (or other payment account) has been charged, we will issue a credit to your credit card (via the original payment method only or via a voucher) in the amount of the charge. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order.
If you did not purchase this directly from Zoggs.com please contact the place of purchase directly, as the seller will be able to arrange a replacement or refund under their own faulty item policy.
The companies who stock our products advise us of any refunds or replacements they have issued and these details are then logged with our production team, as we take the safety of swimmers extremely seriously and expect the highest quality and durability of our products.
Can I change my delivery address once I have placed my order?
If you have placed an order but have entered in the incorrect delivery address then please contact us ASAP at firstname.lastname@example.org and we will do our best to catch it in time.
Can I track my order to find out when it will be delivered?
If you have a query regarding the delivery of your order, you can contact us at: email@example.com and we will advise you of the status. Please remember to include your order number, your full name and postcode when corresponding by email.
What if I am out when my order is delivered?
Our carrier will leave a card, you may have to collect from your local collection office or rearrange the delivery with the carrier company. Please ensure you include a mobile number with your order so that we can contact you about your delivery.
Do you deliver outside of United Kingdom?
Currently, we are unable to deliver to Republic of Ireland.
Can I recycle my packaging?
Most waste packaging can be recycled. To help you recycle your empty packaging; we support the national recycling programme. Visit www.recycle-more.co.uk for more information on how to recycle including tips and locations that will take your recyclable waste.
30 Day Returns Guarantee
We want you to be totally satisfied with anything that you purchase from the Zoggs website. Therefore, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date of receipt for a refund.
If you are returning faulty, damaged or goods sent incorrectly by us then please contact Customer Services and we can prioritise resolving this for you.
Please also note that these return guidelines only apply to products purchased on the Zoggs website. We cannot accept returns of product purchased elsewhere.
In order to return your order by post, please use the pre-printed address label included in the package. Complete the return form along with the reason return number and make sure to include this form inside the box.
Please return your purchase to us in its original packaging with any related accessories or instruction booklets, and the relevant receipt and despatch note. Any refund will be made to the card used when placing your order. Your refund will be processed within 30 days following receipt of your returned product. Please note: if the product is not returned in its original condition, we shall return it to you and will not issue a refund.
If you wish to return two separate orders, please do so individually using the relevant returns label. If you do not send orders back separately, this may result in only being refunded for one order.
If you cannot find a returns slip or freepost label in your parcel, please contact our Customer Services team.
If you have purchased a Zoggs product from another retailer and would like a refund, please return the product to that retailer.
When returning items to Zoggs.com you must ensure that all information regarding your order are clearly written on the returns slip including your order number, full name, email address, the date and items you are returning.
Please be aware that incomplete, damaged, worn or soiled items will not be refunded.
We are happy to offer a refund on all swimwear items providing they are returned within 30 days unworn, in resalable condition, with any tags and swing tickets still attached and the original hygiene strip, where applicable, intact. Please ensure that all swimwear items are tried on over your own underwear as we will not accept returns on items that have been worn or soiled.
We are not currently able to offer exchanges on our products, if you would like a different size please return your item for a full refund and re-purchase the new size.
Online Dispute Resolution
We will do our very best to resolve any issues you have with your online order. If you have any issues or concerns please email us on firstname.lastname@example.org. If you feel that your issue is unresolved or that we haven’t dealt with your complaint fairly, you may use The European Online Dispute Resolution (ODR) platform, provided by the European Commission, to help resolve the issue.
Please visit the ODR website for more details - https://ec.europa.eu/consumers/odr
Distance Selling Regulations
Under the Consumer Protection (Distance Selling) Regulations 2000, you have a right to cancel orders for certain items purchased from our website within a statutory cooling-off period. This is normally 14 working days from the day after the date on which the item in question was delivered.
To cancel your order, please contact us by email.
Email to email@example.com
In each case within the statutory cooling-off period and giving details of the items ordered, and (where appropriate) their delivery date.
If you exercise your right of cancellation after the item has been delivered to you, please place the item securely in its original packing and return it to us with your despatch note to the above address.
A refund will be made to the card used when placing your original order and will be for the full amount of the goods purchased, however, the cost of delivery will not be refunded.