Setting up your account
I already have an account on the previous website, will my account be carried over?
Only accounts that have purchased in the last 12 months will be imported into the new website. If your account has been imported, you will have received an email explaining the steps to activate your account to the address associated with your existing account.
I didn't receive an email how to set up my new account. What do I do?
You will need to create a new account by registering. If you have selected a business account, please note it will take up to 3 working days for your account to be reviewed. During this time, you can still browse the website, but you cannot checkout until your account has been approved.
I have received an email asking me to set up my account. How do I set up my account?
Follow the steps in the email or watch our step by step video guide:
Placing an order and payments
It won't let me checkout on my first order because I cannot add a shipping or billing address?
You are only able to add a new shipping or billing address within the My Account > Addresses if you are an admin for your company account. If you are a senior or junior buyer for your company account, please contact the admin of your company account.
Will I get email confirmation of order and dispatch?
Yes. You will receive an email confirmation after completing your order. Please check this straight away and if there are any issues, please call our customer service team on 0800 220 292 or email [email protected].
How do I pay for the order?
*Please note, if you place an order by phone or email, you will incur an admin fee of £4.95. As of 1 July 2026, this fee will increase to £7.95. To avoid incurring these costs, we recommend all customers order via the Swim England web shop. If you need help placing an order via the web shop, feel free to give us a call and we will be more than happy to help guide you through the process.
Payment is taken when you confirm payment and submit your order. You can pay by credit/debit card. We accept VISA/MasterCard Credit and Debit Cards, Electron and 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, then 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 to purchase on account, please email us at [email protected]. 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.
I receive a discount on my account for selected Awards. How do I know the discount has been applied?
When viewing products, you will see a retail price crossed out with the discounted price depending on your discount level. More information on price lists.
I have a credit on my account. Will this be automatically deducted at the point of checkout?
No. Please call the customer service team on 0800 220 292 for assistance.
Will my order history show on the new website?
Your order history will not be imported into the new website. Any new orders on the new website, will show within My Account > My Orders.
If you require a previous order report for the last financial year, please contact [email protected].
Can I order for multiple sites?
Yes, however you can invite other colleagues or site to your company account. This means you your logins are linked to your company account and can view what the other sites are ordering via My Account > Company orders.
Read the question and answer for ‘Should I share my account logins with other staff members or other sites?’ on how to invite others to your company account.
How do I add a new delivery or billing address?
You can add multiple addresses to your company within My Account > Addresses. You can set and mark each address with the following options:
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Delivery address
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Default delivery addresses
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Billing Address
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Default billing addresses
What is the difference between My orders and Company orders?
Orders placed on your account will show on both My Orders and Company Orders. If your company has more than one account, other account orders will show on Company orders. This feature is useful to see different buying patterns per site.
Dispatch & Delivery
What are my postage and packing options?
Postage and packaging costs and delivery times vary depending on the value of your order. For more information view our delivery information.
What is the delivery time for my order?
Our standard delivery times are three to five working days. This can increase to four to six working days coming up to the end of term times, due to the volume of orders we receive. We particularly advise placing orders early towards the end of the Summer term.
Swim England Awards and Resources
I am searching for an item that I can’t find on the website. Is it still available?
No. Only items currently available can be viewed on our website.
Shop accounts and new features
I have requested a new password and haven’t received an email?
Call our customer service team on 0800 220 292 or email [email protected] for assistance.
Am I able to change my account password online?
Yes. You can request a password reset if you cannot log into your account.
Should I share my account logins with other staff members or other sites?
No. You should invite other colleagues and sites to your company account. This is much more secure than sharing logins.
You can invite colleagues to your company account to order to place order for other sites. This can be found via My Account > User management > Add new user.
You can select from the following roles:
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Junior Buyer — can submit Shopping Lists to other buyers for approval. Junior Buyers cannot make purchases on their own. This role is useful for Company employees that require approval to make purchases for their business.
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Senior Buyer — can approve Shopping Lists from other buyers or create their own. Senior Buyers can also place orders on the storefront and view Company order history. This role can be used for Company managers that regularly make purchases on behalf of their business, or who oversee a team that creates purchase lists to be approved.
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Admin — In addition to the actions available to Senior Buyers, Admins can manage other aspects of their Company account, such as setting up business addresses, adding new users, and paying invoices. This role should be assigned to individuals that manage the entire Company account.
What is quick order?
Any products that you have purchased will appear within My Account > Quick order. This is usual if you want to re-order products that you have previously purchased, all within one page. Historical orders placed on the previous website will not show on this page.
How do I order via CSV upload?
You are able to order via a CSV spreadsheet. This feature can be found within My Account > Quick order > Bulk upload CSV.
- Please download the list of available item numbers (SKU's) with the Learn to Swim Awards and Resources product list. Awards can be found on the Awards tab, Resources on the resources tab.
- This will show the list of SKUs available to order. Please copy and paste the SKU's you would like to order within the template order CSV. The template has SKU’s pre-populated to show as an example how this works. Please remove these SKU’s and quantities.
- Within the template CSV, you will need two columns with SKU and QTY. Please ensure you have inserted the correct SKU’s and the desired quantity for each SKU.
- You can then upload the template CSV and follow the steps on the screen to add these products to your basket.
How do I create a quote?
You can add any product to a quote. You will see the quote within My Account > Quotes. You can download the quote PDF and email it to a colleague who can approve your quote before ordering.
How do I create a shopping list and how is it used?
You can create shopping lists on any product page by clicking 'Add to Shopping list'. You can view the shopping list within My Account >Shopping lists.
Invoices
How do I view or receive my invoice for my order?
Your invoice will be emailed to you within 2 days of your order being shipped.
I haven’t received my invoice, how do I request a copy of my invoice?
Please contact [email protected] and a copy of the invoice will be emailed to you.
How do I pay my invoice via credit/debit card?
Please contact [email protected] and a payment link will be sent to you.
How do I pay my invoice via BACS/bank transfer?
Please contact [email protected]
How do I apply for a credit account?
For more information on registering your organisation to purchase on account, please email us at [email protected]. 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.
Learn to Swim Activity Pack Promotion
What are the Terms and Conditions of the Learn to Swim Activity Pack promotion?
You can find more information regarding the Learn to Swim Activity Pack promotion here.