FAQ

Orders

How Can I Pay?

We accept Visa, Visa Debit, MasterCard, American Express, and prepaid debit cards.

Is It Safe to Order Online?

Absolutely! Kyra Swim is a member of "Verified by Visa" and "Secure by Mastercard," providing additional security for online card transactions. We use industry-standard encryption systems to protect sensitive information, ensuring your data remains secure.

How Do I Know If You've Received My Order?

Once you've placed your order, you'll receive an order confirmation message containing your order details. This information will also be emailed to you, but it may take up to 30 minutes to arrive. When our warehouse team processes your order, you'll receive a second email confirming that your order has been shipped. If you don't see the email, check your spam folder.

Can I Make Changes to My Order?

Unfortunately, once your order is placed, our warehouse team begins processing it quickly, making it impossible to make changes.

Can I Track My Order?

Once you receive your shipping email, you can check the status of your order at any time.

Can I Cancel My Order?

Regrettably, once your order is placed, our warehouse team immediately starts processing it, and changes or cancellations are not possible.

What Should I Do If I Receive an Incorrect or Faulty Item?

If you receive an incorrect or faulty item, contact us within 30 days of receiving your goods through our Contact Page with your order number, and our Customer Care team will address the issue promptly.

How Long Will Shipping Take?

Orders are dispatched within 24 hours of being placed, and Express Shipping typically delivers within 2-5 business days.

What If I'm Not Home When My Parcel Is Delivered?

The shipping company will attempt a direct delivery, and if no one is home, they will leave the parcel in a safe space on your property. If no safe space is available, your order will be taken to your local post office for collection.

Will a Signature Be Required on Delivery?

If you or a neighbour is home to accept the delivery, a signature will be required. If no one is available to receive the parcel, the carrier may attempt to leave it in a safe location, leaving a card to advise you or confirm that the parcel is at the local depot. You can then contact the courier for collection or rescheduling a delivery date.

Can I Ship to a Different Address Than My Address?

Absolutely! You can have your parcel shipped to a different address. If you choose to have your parcel delivered to your workplace, ensure you provide the company or organisation's name in the address field, along with the contact name for a successful delivery.

What If My Parcel Doesn't Arrive?

If your order hasn't arrived within four days after the promised shipping date, please contact us to address any potential shipping delays. If you still haven't received your order after this period, contact us with your order number for further assistance.

General

Do You Have a Physical Shop?

Kyra Swim operates exclusively as an online retailer.

Can I Pre-Order an Item?

Due to the exclusivity and quick turnaround of our stock, pre-orders are currently unavailable.

Technical

I've Forgotten My Password, What Should I Do?

If you've forgotten your password, click the "Forgot your password?" link next to the login button and follow the instructions. Feel free to contact us if you continue to experience problems.

How Do I Change My Email Address?

For security reasons, we do not allow changes to email addresses. If you need to use an alternative email, please create a new account.

How Do I Unsubscribe?

You can unsubscribe by clicking the 'Unsubscribe' button at the bottom of the email newsletter.

Do I Have to Order Online?

Kyra Swim is an online retailer, providing a fast, safe, and secure payment option for the best shopping experience.

Is It Safe to Order Online?

Yes, it's safe to order online. We use industry-standard encryption systems to protect sensitive information, ensuring secure transactions.

Payment Options

You can pay using Visa, Visa Debit, MasterCard, and American Express.

Checking Out

By clicking the "Checkout" button in your cart, you'll be prompted to log in or create an account. If you don't have an account, provide your shipping and billing address information. If you have a discount code, you can enter it at this stage. Complete your order by reviewing the totals and entering your payment information, then click "Pay Now." You'll receive an order number and an email confirmation once your order is placed.

When We Have Received Your Order

Upon placing your order, you'll receive an order confirmation message with your details. This will also be emailed to you, typically within 30 minutes. Once our warehouse processes your order, you'll receive a second email confirming shipment.

Incorrect or Faulty Items

If you receive incorrect or faulty items, contact us within 30 days of receipt with your order number for prompt assistance.

Payment from Your Account

In case of payment issues, your card issuer or a member of our Customer Care team will contact you.

If you have any other questions or issues, please email us. Xx