Shipping & Returns
Orders & Delivery
DELIVERY DURING THE COVID-19 PANDEMIC
Continuing changes to lock-down restrictions are causing some disruption to both local and international routes and services. As a result, please note that there may be delays to usual delivery times which are beyond our control.
Once an order is placed, you will receive an email confirmation about your order. Your order will then be processed and once it has shipped you will receive a second email confirmation, along with your tracking number.
All orders are processed for delivery Monday – Friday between 9am – 2pm, except for orders placed on a UK bank holiday which will be processed the next working day.
Please note that we are unable to amend the delivery address or redirect your order once it has been dispatched, .
DELIVERY OPTIONS & ENVIRONMENTAL IMPACTS
Our standard delivery is a tracked service provided by Royal Mail. They set out their environmental targets annually and have reduced their carbon emissions by 29% since 2005. They have also made a commitment to reduce water consumption and to divert 95% of their waste from landfill. Royal Mail was crowned ‘Most Carbon Conscious Delivery Company’ in The Dirty Delivery Report 2020.
If you would like to use a faster service that is also carbon-neutral, we offer DHL Go Green as an option at checkout which will neutralise the emissions from your delivery by paying for carbon credits in a variety of high-quality carbon protection projects around the world. DHL has an ambitious target of reducing all logistics-related emissions to zero by 2050.
The following standard delivery charges will be applied to all orders:
UK – £5
Europe – £15
International – £25
DHL Go-Green carbon-neutral express shipping is available at the following rates:
UK – £9.50
Europe – £25
International – £35
Standard Delivery (Royal Mail Tracked):
UK – 1-3 working days
Europe – 4-7 working days
International – 5-7 working days
Express Delivery (DHL Go Green):
UK – Next working day
Europe – 2-5 working days
International – 2-6 working days
DUTIES & TAXES
Please be aware that International orders may be subject to local duties or taxes. We have no control over these charges and it is your responsibility to settle any duties and taxes incurred in the country of destination.
We are a small slow-fashion brand who manufacture in small production runs based on demand, which prevents over-production that could end up contributing stock to landfill.
Because we regularly schedule these productions with our factory partner in London it means we can sometimes make items available for pre-order, i.e. allow you to reserve your next swimsuit for delivery as soon as it comes off the line, rather than wait for the stock listed on our website to update.
Turnaround times on pre-orders will be confirmed with each production, but it is typically 1-2 weeks. If an item has just gone out of stock and you want to know if it can be made available for pre-order, just drop us a line using our Contact Us form and we’ll do what we can to help.
If you have any questions or want more information on delivery, please Contact Us and we’d be happy to help.
Returns & Exchanges
Goods sold on this website are supplied in good faith, but we do know things don’t always fit just right. Well please don’t stress, because we are happy to refund or exchange any item you have purchased within 14 days from the date you received it.
All we ask is that you try on your new purchase while wearing clean undergarments and only remove the hygiene liner once you have decided to keep it.
Please note we can only accept returned items that are unworn and in the same condition that you received them, are returned in the original packaging, and with hygiene liners still in place.
Returned items will be inspected on receipt and will only be refunded or exchanged if they are in a resaleable condition, are unsoiled, and have no evidence of fragrance, tampering, or having been washed.
Due to their design our Classic G-String and Tantastic Thong are considered intimates and are not supplied with a hygiene liner. Because of this, these items are not eligible for return or exchange for any reason other than a manufacturing defect or because the wrong item has been supplied.
You are responsible for the cost of shipping your return, which will be refunded only if the item was incorrectly sent or is found to be faulty. In these cases, we will refund the amount equal to our standard delivery charges listed under ‘DELIVERY CHARGES’ above.
TO RETURN YOUR PURCHASE:
- Pop the item(s) you want to return back in the original packaging along with the completed Returns & Exchanges form that was sent with your order.
- Send your parcel to Rocks And Waves Returns, Westacott Road, Barnstable, EX32 8AW, UK.
- We always recommend that you use a trackable service and obtain proof of postage. We are not liable for returned goods that are lost or damaged in transit.
- If you are returning goods from outside the UK, please ensure the postal or courier document is marked ‘UK Returned Goods’. We are not liable to pay any duties or taxes on returned items not correctly described. We will also not be able to issue a refund for any incorrectly described items held by customs.
If you want to exchange any item(s) and need them in a hurry, simply re-order your replacement style and return your original purchase for a refund as per the instruction on the Returns & Exchanges form enclosed with your original order.
If you require a copy of our Returns & Exchanges form please Contact Us and we will be happy to help.
You can cancel your order from the time the order was placed online until 14 days after the delivery of your goods.
If your order has not yet shipped you will receive an immediate refund. If you wish to cancel your order and the goods have been dispatched or are already in your possession YOU MUST NOT OPEN THE PACKAGING. We are unable to accept your cancellation if the original packaging seal is broken. If you fail to comply with this obligation, we have the right to refuse a refund. If you have opened the packaging we recommend instead that you follow the standard returns procedure.
To cancel your order please use our Contact Us form and provide us with your order number and details of your purchase. If the order has already been despatched we will eMail you a returns form. You are responsible for the cost of shipping your return.
Providing returned item(s) are received by us in good condition, and cancelled orders returned unopened, we will refund the cost of the goods in full less the shipping costs incurred by us. For UK orders returned/cancelled within the 14-day return window the standard delivery charge will also be refunded.
If the item(s) were returned due to a manufacturing defect or because the incorrect item(s) was supplied, we will refund the full costs of goods returned, and the original delivery charge if the full order is returned. In addition, we will refund the cost of an additional standard delivery to cover the cost of return.
Refunds will be credited back to the card or other service used for the original purchase within 5-7 business days of your return being received by us, and a confirmation email will be sent to you once your refund has been processed.
Please note that it may take up to a further five working days for your bank to process the payment.
LATE OR INELIGIBLE RETURNS
Returns that are sent back outside of the 14-day return window, cancelled orders with the original packaging seal broken, intimates, and items that do not meet our return criteria, are ineligible and we reserve the right to return the item(s) to you at your expense.
If you have any questions or need assistance with a return or exchange, please Contact Us and we’ll be more than happy to help.
WHAT IT IS
We encourage the re-wear, exchange, or repair of any clothing to reduce the volume of textiles ending up in incinerators and landfill. But for any swimwear items that have truly reached their end of life, we have introduced an initiative that allows you to swap any old, well-worn swimwear items (any brand) for a reward.
HOW IT WORKS
- Make sure your worn-out swimwear is clean.
- Remove all metal accessories (rings, clasps, zips, underwire, etc).
- Pop the item(s) in a box/envelope along with your name and email address.
- Send your parcel to Rockadi Swap & Shop, c/o ApparelTASKER, 1 Bowood House, Empson Street, London E3 3LT, UK.
- We always recommend that you use a trackable service. We are not liable for items that are lost in transit.
- If you are sending goods from outside the UK, please ensure the postal or courier document is marked ‘Used Personal Item – Zero Value’. We are not liable to pay any duties or taxes on items held by customs due to not being correctly described.
Once we have received your old swimwear we will send a reward code to you using the email you enclosed.
We reserve the right not to issue a reward code if we determine that the item sent was purchased new (eg from a low-cost source) for the sole purpose of obtaining a discount code, as this goes against our ethos of sustainability.
If you have any questions or want more information on our Swap&Shop initiative, please Contact Us and we’d be happy to help.