Online Shop FAQs
1. Placing an Order & Payment
2. Despatch & Delivery
3. Awards and Resources
4. Online Shop accounts
1. Placing an Order & Payment
Q. How do I place an order via the Shop?
A. All orders must be placed on line at http://shop.swimming.org.
You can search for items, put them in your shopping basket, and review the items in your shopping basket before going through to confirm your contact and delivery details, selecting your Postage & Packing option and making payment.
We will not retain any credit or debit card details on our system.
All items are subject to availability. Should, for any reason, an item not be available at the time we pick your order, we will contact you directly.
Q. Will I get email confirmation of order and dispatch?
A. Yes - you will receive an electronic order confirmation within minutes of confirming your order. Please check this straight away and if you’ve ordered the wrong item/s please call our Customer Service Team on 0800 220 292.
Q. How do I pay for the order?
A. Payment is taken when you confirm payment and submit your order.
Your payment or any refunds will show on your statement as being processed through
You can pay by Credit/Debit card. We accept VISA/MasterCard Credit & Debit Cards, Electron, Maestro.
Please ensure your billing address is the address where your credit/debit card is registered – if not your payment may fail.
If your payment does not complete an error message will appear on the screen. Please check your details or contact your Bank/Credit Card Provider.
For more information on registering your organisation, please email us at salesawards@swimming.org. To apply for a credit facility please contact Customer Services on 0800 220 292 for a form – a credit account can take 7-14 days to set up so please leave ample time for this to happen before placing your first order.
Q. I receive a discount on my account, will this be taken into consideration when I place my order?
A. Yes, your discounted price will be shown at the time of ordering. Once logged into your account, the price shown on all products will be your correct price. It will also show your savings on the basket page.
Q. I have a credit on my account, will this be automatically deducted at the point of checkout?
A. No, please call the Customer Service team on 0800 220 292 for assistance.
Q. Am I able to see my previous order history?
A. Yes, you are able to view previous orders in your My Account section. Login to access this information and quickly view or repeat a previous order.
Q. Am I able to change my shipping/invoicing details?
A. Yes, click on My Account and then "Address book" to edit details.
Q. Am I able to re-order from a previous order?
A. Yes. Login to your My Account and then select "My Orders". From here you can view and re-order previous orders.
Q. Can I get an order delivered to multiple sites?
A. Each site has their own individual sign in, but if an operator wants to place an order on behalf of a site, they can change the delivery address details at the time of ordering on their account.
2. Despatch & Delivery
Q. What are my postage and packing options?
A. Postage and packaging costs and delivery times vary depending on the size and weight of your order – and the service you choose. For more information, click here.
Q. What is the delivery time for my order?
A. Usually between 3-5 working days at quieter times of the year. This can increase to 4-6 working days coming up to the end of term times, due to the volume of orders we receive.
3. Swim England Awards and Resources
Q. I require Certificates/Badges only to make up stock losses but can’t find this option on the web?
A. Only full Awards can be purchased via the website. Please call our Customer Service team on 0800 220 292 for assistance purchasing singular items.
Q. I am searching for an item that I can’t find on the website. Is it still available?
A. No, only items currently available can be viewed on our website.
4. Online Shop accounts
Q. I have requested a new password and haven’t received an email?
A. Call our Customer Service team on 0800 220 292 for assistance.
Q. I have been trying to login/register but receive a message your account already exists, do not create another account?
A. Call our Customer service team on 0800 220 292 for further assistance.
Q. Am I able to change my account password online?
A. Yes, on the login page, simple type your account email into the "Email" box and click on the "Forgotten Password" button. You will receive an email (within an hour but normally much less), from which you can change your password.
