SHIPPING & DELIVERY
What shipping methods do you offer?
Domestic orders – Australia Post Express (2-3 business days)
*Excludes Darwin & Western Australia, which have longer estimated delivery times.
International orders – DHL Express (2-8 business days) and EMS Express (4-8 business days).
Do you ship to Post Office Boxes or Parcel Lockers?
We can only ship to PO Boxes and Parcel Lockers within Australia. All international packages must be signed upon delivery, so please ensure that you provide your correct daytime delivery street address, email and contact number.
How long will it take for my order to arrive?
All orders, after dispatch, (except Pre-Orders) should arrive between 2 – 8 business days.
- delivery times may vary due to remote areas.
- packages are subject to carrier delays.
- estimated delivery is a guide only.
- most packages require a signature on delivery.
- transit times are measured at the point of dispatch.
- weekend and public holidays, are not business days.
IMPORTANT: Once an order has been dispatched from our warehouse and has been accepted for delivery by the postal courier, TW Swimwear cannot be held responsible for the delivery.
Please ensure that the shipping address you provide is complete and accurate. TW Swimwear cannot take any responsibility for: incorrect entry of address details, shipment delays, missing, lost or stolen packages sent by the courier.
If there is an issue with your delivery, please contact the courier service directly.
When will my order be shipped?
Orders are usually dispatched between 1-2 business days after an order is confirmed. During busy sale and promotional periods, we may have small delays, so we appreciate your patience. Please note, we do not fulfill orders over the weekend.
When will I receive my Pre-Order?
A pre-order is an order placed for an item which has not yet arrived, however, an allocation for stock is available for purchase. It is the customers responsibility to read and understand these terms and conditions of the pre-order process.
When you pre-order an item, it is reserved exclusively for you. Your card is charged when the order is placed so your item/s can be dispatched once available. We specify when a pre-order item will arrive although, dates are an estimation and the item/s can on occasion, become available before or after the advised date. If you have additional items included in the order with your pre-order item, your full order will be sent after the arrival date of your pre-ordered item.
How can I track the status of my order?
After your order has been dispatched, you will receive a shipping confirmation email using the email address entered at checkout. This email will provide you with a tracking number, simply click on the link provided in the email to track your order. Make sure you check your Junk Mail folder if you cannot find the email in your inbox.
How do I check on my order status?
Via the tracking details sent at shipping confirmation.
Can I change my order?
If you need to change your order, please contact us immediately and we may be able to facilitate this. We process orders quickly and once our warehouse has processed your order, we will be unable to make changes. Once orders have been confirmed in our system, they are unable to be cancelled.
Are address changes possible after my order has been confirmed?
If your order has been fulfilled address changes are not possible. If you request a change prior to fulfilment, this may be possible, but cannot be guaranteed.
My parcel is taking longer than the estimated delivery time, what should I do?
At times, delays can occur which are outside TW Swimwear’s control and which we are not responsible for. If you have a delayed parcel, please reach out to the shipping carrier initially with your tracking number as they will have the most up to date information. Following this our Customer Care Team may be able to assist with any unanswered questions.
My package is lost, what should I do?
We encourage you to reach out to the shipping carrier responsible for delivery and quote your tracking number as they will have the most up to date information. If you still require assistance, contact our Customer Care Team.
My package states “delivered” although I haven’t received it?
If the package was flagged as delivered there a few steps, you can take.
- Contact your local postal carrier, as sometimes they have a recollection of where they leave packages.
- Ensure your mail area is secure and leave a note requesting that packages are not left unattended.
- Check with neighbours or the building manager to determine if they have your package.
- Check to see if a notice from the carrier has been left regarding your package.
Unfortunately, shipping to the following locations are currently unavailable due to postal restrictions – Afghanistan, Algeria, Bonaire, Sint Eustatius and Saba, Iran, Islamic Republic Of, North Korea, Democratic People's Republic Of, Pakistan, Russia and Syria.