Frequently asked questions

Orders & Deliveries

Where is my delivery?

If you haven't received a dispatch email yet (don't forget to check those junk folders) then your order is still in our safe hands. If you have, then it should be on its on its way!

Our standard delivery option usually takes 2-3 working days from the order being placed, but can take up to 5 working days during busy times. If your order has not arrived within 5 working days then get in touch with us by emailing webshop@zoggs.com with your order details.

Alternatively, if you have used our next day delivery option, providing you ordered before 2:30 your order should be with you the following day. Like our standard delivery though, please allow an extra day or two during busy times. If your order has not arrived within this time period, then do get in touch with us by emailing webshop@zoggs.com with your order details.

If you have received a Hermes tracking number you can track the progress of your order by heading over to the Hermes website and entering your details.

I am missing part of my order.

If you believe a part of your order is missing, first please check the following:

  • ‘My Orders’ section in your Zoggs Account – this will show all recent purchases. (Please note that your order may not show up if this is your first purchase).
  • Your order confirmation email – this will show the contents of your recent order.
  • The delivery note in your parcel – if there is an item missing off your delivery note then there may have been a shortage of stock. If this is the case then please drop us an email at webshop@zoggs.com and one of our team will be happy to help.

I have received the incorrect item.

We are very sorry that we have sent you an item you didn’t order. If you have received an item that doesn’t match your order confirmation or delivery note, then please contact us at webshop@zoggs.com. Our customer service team will get this sorted for you ASAP.

What do I do if my item is faulty?

We’re sorry to hear that there’s a problem with your Zoggs product. So that we can get this fixed for you, please get in contact with us at webshop@zoggs.com and a member of our team will get back to you shortly.

How do I cancel my order?

To make sure you receive your items ASAP, we start processing your order as soon as we receive it. This means that once your order has been placed, you will unfortunately be unable to cancel it. Please use the Returns Form and Freepost Returns Label included to return any unwanted items.

Can I add to my order?

We know you need your order fast! That’s why we begin processing your order moments after payment. Unfortunately, this means once you've placed your order it is not possible to make any additions. You’ll need to place another order.

I didn't receive and order confirmation.

That’s unusual! Have you checked your junk/spam mail? If there’s still no sight of an order confirmation then please contact webshop@zoggs.com and we will look in to this for you. Alternatively, you can see your recent orders in the ‘My Orders’ section of your Zoggs account.

Can I place an order over the phone?

Unfortunately, we are unable to process orders over the phone. Rest assured, our online store is secure and simple to navigate. We’ve got you covered!

My discount code is not working.

If you have received an error message when entering a voucher code, then you may be experiencing one of the following problems:

  • Discount code may be out of date. Check the email in which you received the code to confirm expiry date.
  • The discount code MUST be typed in capital letters and without any spaces.
  • Make sure you are not trying to apply more than one discount code per order.
  • Some discount codes may not apply to sale items. Check the terms of your discount code in the original email you received.
  • Most of our codes are single use, so if you have used the code before then you may be unable to use it again.
  • If your code is a delivery discount, then make sure you have selected the relevant delivery option. If you are still experiencing problems then email webshop@zoggs.com.

I have an issue with Hermes.

For any of the following issues, refer to the Hermes Help Page:

  • Delivery time.
  • Left in incorrect place.
  • Damaged.
  • Missed delivery.

For any other queries or feedback on the delivery service provided, please contact webshop@zoggs.com.

When is an item coming back in to stock?

We try to replenish our stock as frequently as possible so keep checking back! For information on when/if particular styles will be back in stock, contact us on webshop@zoggs.com.

What should I do if i Have ordered to the wrong delivery address?

If you have placed an order but have entered in the incorrect delivery address then please contact us ASAP at webshop@zoggs.com and we will do our best to catch it in time.

I can't put an item in my basket.

Oh no, we’re sorry to hear that. Unfortunately, at times the site might not allow items to be added to your basket for a couple of reasons:

No stock – If a particular style or size is out of stock you will be unable to add it to your basket. We try to replenish our stock as swiftly as possible, but for information on if/when it will be back in stock, email webshop@zoggs.com with your query.

Technical Issue – If you believe there may be a technical fault with the site, try refreshing the page or using a different browser.

Haven’t Enabled Cookies – There is no problem that a cookie can’t solve, so why not try enabling cookies on your browser and see if the problem resolves itself. If the issue persists, please contact us at webshop@zoggs.com.

Returns & Refunds

How do I return an item?

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 receiving your item for a refund. In order to return your item(s) please:

  1. Re-pack the item in its original packaging with labels and tags still attached.
  2. Fill in the return form included in your package and place inside packaging.
  3. If you are returning two orders, please do so individually using the relevant returns label.
  4. Cover your address label with the Zoggs Returns Label included in your package.
  5. Return the package by taking it to your local Post Office counter. Be sure to obtain proof of postage from the Post Office (you may need this as your proof of return).

If you are returning a faulty, damaged, or incorrect item please first get in contact with webshop@zoggs.com and our customer service team will get this sorted for you.

Please note that free returns can only be used to return products purchased directly from Zoggs.com. If you have purchased a Zoggs product from another retailer and would like a refund or exchange, please return the product to that retailer. If the product is faulty, please also return to the retailer. If they won’t accept your return then get in contact with us at webshop@zoggs.com and one of our team will be happy to help.

Any incomplete, damaged, worn or soiled items will not be refunded or exchanged.

Have you received my return?

We aim to process any returns ASAP. You should receive an email letting you know we've received your return, however please allow up to 30 days before getting in contact with us. If you have not received a full refund within 30 days of returning your item then email webshop@zoggs.com.

Where is my refund?

A typical refund will take 21 days for returns to be processed and refunds to reach your bank account, but it can take up to 30 days during busier times. If after 30 days you have still not received your refund, please email webshop@zoggs.com.

I have not been sent a returns label.

Haven’t received a returns label? Accidently written your old address on the one you did receive? No problem. Simply email webshop@zoggs.com and one of our team will be on hand to help you out.

Can I exchange an item?

Unfortunately, we are unable to offer exchanges. You can return your item to us and place a new order to receive the item of your choice. The original purchase will be refunded within 30 days.

How long do I have to return an item?

We hope you will be completely satisfied with any product purchased from Zoggs. However, if it’s not quite right for you, you can return it (free with the Royal Mail) within 30 days of receiving the item. If you have a faulty item that you wish to return, please first email webshop@zoggs.com.

Managing my account

How do I amend my delivery address?

If you have placed an order but have entered in the incorrect delivery address then please contact us ASAP at webshop@zoggs.com.

To amend your address pre-purchase there are a few options:

  1. You can change your address or add a new address during the Check Out process.
  2. You can change your address by going into your Zoggs Account > Address Book > Add New Address.
  3. If you have any problems then email webshop@zoggs.com.

How do I change my email address?

It's super simple! Just log into your account > Go into ‘My Account’ > Click ‘Account Information’ > Change email > Hit save! It’s as easy as that. If you have any problems then email webshop@zoggs.com.

What should I do if I have forgotten my password?

Don’t stress, we all forget our password every now and then! Simply click the ‘Forgot Your Password’ link next to the login button and follow the instructions. If you’ve done this and are still experiencing problems, don’t hesitate to get in contact with us by emailing webshop@zoggs.com.

How do I close my account?

We’re sad that you want to leave us, but if you wish to close your account, for security reasons we ask that you email webshop@zoggs.com and we will close your account for you.

How do I unsubscribe from your newsletter?

If you no longer wish to receive our newsletters, you may update your newsletter selections by logging in to your Zoggs account > Head to ‘My Account’ > Click on ‘Newsletter Subscriptions’ > Untick ‘General Subscription’ > Hit that save button, and the newsletters will be no more. Bear in mind you may miss out on exclusive voucher codes, flash sales and exciting news.

If you have any problems doing this or are still receiving our newsletters, please send an email to webshop@zoggs.com, and our customer support team will be happy to help you.

Product information

Swimwear Size Guide

Not sure what swimwear size to order? At Zoggs, we have a wide range of styles to suit all shapes and sizes, so picking that perfect poolside outfit should be a breeze. For more information on swimwear sizing check out our Swimwear Size Guide.

Goggle Fit Guide

Goggles come in all shapes and sizes but selecting the right pair need not be hard work. For more information on finding that perfect fitting goggle, check out our Goggle Fitting Guide.

Goggle Care Guide

Our goggles are made to last, but with the right care they will last even longer! For a few tips and tricks on how to keep them in perfect condition, go ahead and check out our Goggle Care Guide.