TERMS AND CONDITIONS FOR USE OF OUR WEBSITE & ONLINE SHOP
Click here for our swim trips & courses Terms and conditions
All prices payable for the items that you order are clearly set out on the website. All prices are inclusive of any VAT payable. Some customers e.g. from the Channel Islands may be entitled to a VAT refund for items purchased, all VAT refunds are subject to a small administration fee. All product information is included on the site and if there is anything you do not understand, or if you want more information, please contact us by e-mail or telephone. The price of the items does not usually include the delivery charge, which will be charged at the rates applicable at the time you place your order. Delivery charges are displayed in the ‘Delivery & Returns section. In the unlikely event that we have, in error, under-priced an item, we will not be able to supply the item at that price, if this has happened we will notify you before dispatching the item concerned. You can be assured of our best intentions at all times.
We will normally only offer items on the website which we hold in stock. However, it is not always possible to reflect the change in stock levels on a daily basis. Occasionally we may not be able to supply a particular item within a few days, in which case we will notify you as soon as possible. If an item is out of stock, you may wish to keep the item on backorder or you may cancel your order and a full refund will be given.
There will be no contract of any kind between you and Swim the Lakes unless and until we have processed your payment and dispatched your goods. Your order is an offer to buy from Swim the Lakes. There will be no acceptance of that offer until we actually dispatch the goods to you. At any point up until then, we may decline to supply the goods to you without giving any reason. At the moment that the goods are dispatched (and not before), a contract will be made between you and Swim the Lakes. Where items are dispatched separately, then acceptance of the order in respect of each item takes place when that item is dispatched.
Payment Methods, Security, and Privacy:
Swim the Lakes accept MasterCard, Visa, Delta, Maestro/Switch, and Solo. All payments are made via “Worldpay”, an established UK company which has an excellent reputation for security, reliability and professionalism amongst all UK Banks. Payment is totally secure, all of your card details will remain “safe”. We also accept ‘Paypal’.
Any customer information held on our computers complies with the rules and laws contained within the Data Protection Act 1984 act.
Swim the Lakes will not divulge any of your personal details to any third party.
Guarantees, Returns and Refunds:
If your purchase is not suitable you have the right to return it to us unused with the original packaging and manufacturer’s labels/swing tickets intact, within 15 days from the date you receive the goods, for a replacement or refund.
Please use registered (signed for) post for all returns. All refunds will be given as soon as possible, usually a refund transaction onto the card used for purchasing. At the very latest we will refund your money within 30 days of the original purchase. Under certain circumstances, we may refund the return postage if the goods are faulty or damaged. However, in the case of incorrect ordering and undisclosed reasons for return the customer will be expected to pay the cost.
Order Confirmation & Receipts:
We will e-mail you confirming that we have received your order. You will receive an invoice/packing note with the goods when they are delivered. In the unlikely event of any mistakes in billing or receipts, these will be corrected as soon as possible.
Complaints & Faulty Goods:
We will provide the option of a full refund, within a reasonable time, if the goods turn out to be faulty or different from those the consumer ordered. We will give all refunds as soon as possible. In some circumstances, we may have to wait for third-party confirmation that the goods are indeed faulty (in the event of a return of a faulty item that needs to be assessed by the manufacturer.) Complaints will be dealt with fairly, confidentially, and swiftly. We will acknowledge the complaint within 3 working days and provide a likely timescale for resolving the dispute. We will keep you informed of what action we are taking.
Please note: All returned goods must be clean and free from mud and other substances, to protect staff and meet health and safety laws.
Vouchers redeemed against a swim experience cannot be exchanged for goods once a booking has been confirmed. Once a booking is confirmed it is treated as a swim booking and you should refer to these Swim T&C’s and the section on cancellation information.
Vouchers are valid for 12 months from the date of purchase and must be used within this time. Voucher purchase cancellations made within 7 days of purchase will receive a 100% refund, no further refunds can be made.
Some ‘older’ vouchers are unable to be used online please ring or email us to redeem these vouchers. Newer vouchers work via a long unique code and can be spent online.
We regret there is no cash alternative and no change can be given.
Your statutory rights are not affected by any of the above.
In most circumstances, we use Royal Mail and sometimes a courier for all UK deliveries. When goods are in stock and we receive your order by 1pm, we will aim to dispatch your order that day. In any case and wherever possible we aim to deliver your order within 2-6 working days, depending on the delivery option you choose. If we cannot ship your order within this timescale we will e-mail you with an expected delivery date.
Post and Packing Options:
– Standard Delivery (default option) – Takes 2 – 5 working days. Parcels are dispatched 1st class or 2nd class /standard parcel, depending upon weight.
– Express UK (Special Delivery) – Takes 1 -2 working days. We aim to dispatch your order the same day using a Special Delivery service if your order is placed before 1pm and the item(s) are in-stock. After 1pm your order may be dispatched the same day or the following day. We always aim to honor all express orders placed after 1pm as far as we can.
FREE UK STANDARD DELIVERY on orders £75+
Standard Delivery = £2.99 for large letters up to £3.99 for heavier parcels.
Express UK = Usually £7.99, price will be quoted at checkout.
We regret we are unable to pass messages on to your postman, you would need to do this locally.
Requests to leave parcels in unsecured locations is done entirely at your own risk.
What to do if your shipment is late:
Delivery timescales are estimates only. If your delivery is late in the first instance please check with your family members, neighbours, and places where the postman may have left your parcel as we have found ‘late’ deliveries are usually somewhere nearby. If you do not receive your order within 7 working days of us confirming your order has been dispatched, please email us and we will investigate.
Royal Mail does not consider a parcel lost unless it has been missing 15 working days in the UK, 20 days in Europe or 25 days in the rest of the world. If you believe your parcel has been lost, we will ask for you to wait that long before we can replace or refund your order.
We ship to most of Europe and USA & Canada. Deliveries take up to 15 working days. Please see checkout for shipping.
Wetsuit & Equipment Hire:
Please look after the suit in your care as it is your responsibility; if you follow our guidelines on how to use your wetsuit then damage is very unlikely to occur.
Damage to wetsuits will be charged at £20 per small hole (up to 1 cm) and £40 per hole larger than 1cm or a tear where the tear goes through the suit. Tears over 10cm are charged at full replacement RRP value of the wetsuit
Wetsuits that are not returned by the agreed time will be charged at full RRP.
Great North Swim wetsuit hire charge is non-refundable from 30days before the day of hire.
Season Wetsuit Hire:
Season Hire Period
Season wetsuit hire starts on the day we dispatch your wetsuit and ends on the 30th September of the same year.
Delivery date and costs
You can choose any day (Monday to Friday) in April or May for delivery of your wetsuit. Other days may be possible, please contact us, we will be happy to help.
Delivery is usually via APC courier, so should be someone available to receive your suit. If this is not possible for you please get in touch so we can arrange an alternative.
We will try our best to deliver on your chosen day if however, we are unable to deliver on this day we will email you, at the email address you provided, to suggest a new delivery date. Please also supply a daytime landline number.
Wetsuit delivery is free for the first wetsuit if you need to change your suit the delivery charge is £10 per suit.
We would like to help you get the right size wetsuit, so please do contact us if you need help with sizing (we are pretty good!).
Wetsuit size guide here
Buying your Hire Wetsuit
Your hire wetsuit is available to buy at any time during the hire period, just let us know in writing (email is good) if you would like to keep it at the discount price and there will be nothing else to pay.
If your wetsuit is not returned by 30th September of the year of hire and we have not had any communication from you we will assume you are keeping your wetsuit and the hire contract is complete.
Returning your Hire Wetsuit
If you are returning your wetsuit it must be returned clean and the right way round (i.e. not inside out). Fold up your wetsuit and wrap in layers of protective paper and/ or plastic. Enclose your order number, name, daytime landline contact number & email address. Label your package ’Season Hire Return’ and return your wetsuit to:
Swim the Lakes, 2 Compston Road, Ambleside, Cumbria. LA22 9DJ.
We recommend you use a recorded delivery service as the wetsuit is your responsibility until it is back with us at the return address. Any wetsuit which is ‘lost in post’ before it reaches us is still your wetsuit and we will not be able to refund your deposit.
If your hire wetsuit is returned to us later than the agreed return date you will be liable to pay 50% of your original deposit in late fees plus any damage costs. We will take this from your deposit.
Refunding your Deposit
We will process your returned wetsuit and refund your deposit, minus any damage/ cleaning costs, as soon as we can. As it could be a busy time for us please allow 15 days after we have received your suit for the refund to appear in your bank account and before contacting us.
Refunds will be made using the same details and process by which you made the purchase e.g. PayPal or card. It is your responsibility to ensure the payment details remain valid so that we are able to make the refund.
Wetsuit Damage and Cleaning
We really don’t want to charge for damage and with reasonable it avoidable, but accidents do happen.
If your wetsuit is damaged, please contact us before you return it as it may be more economical for you to keep the wetsuit.
Damages charges: £20 per small hole (up to 1 cm) and £40 per hole larger than 1cm or a tear, where the tear goes through the suit.
Your wetsuit should be returned clean and dry, any wetsuit that requires cleaning or drying upon return to us will be charged £5 to dry and £10 per clean. Charges will be taken from your deposit.
Promotions & Competitions
For all giveaways and competitions, there is no cash alternative. Giveaways that are posted by us are only available to mainland UK addresses.
Please also see the following pages which form part of our Terms & Conditions:
Delivery & Returns
Privacy & Security
Swim Trips & Courses T&C’s