At ORCA Shop, we take pride in delivering competition-grade swimwear and accessories with the same precision you bring to your performance. Should any item not meet your expectations, our streamlined returns process ensures swift resolution.

Returns & Exchanges Eligibility

We accept returns or exchanges within 15 days of delivery for most products, provided they are:

  • Unworn and in original condition
  • With all tags attached
  • In original packaging

Non-Returnable Items

For hygiene reasons, the following performance items cannot be returned:

  • Ear Plugs
  • Nose Clips
  • Briefs (swim briefs/underwear)

Custom or special order items (including team orders) are final sale unless defective.

Returns Process

  1. Initiate Your Return: Email [email protected] within 15 days of delivery with your order number and return reason.
  2. Receive Authorization: We’ll respond within 48 hours with return instructions and RMA number.
  3. Ship Your Return: Package items securely and include the completed returns form. Ship to:
    ORCA Shop Returns
    40 Sunderland Rd
    Durham, GB DH3E 7JC
  4. Inspection & Processing: Allow 3-5 business days for processing after we receive your return.

Refund Timeline

Refunds are processed within 3 business days of receiving your return. The refund method depends on your original payment:

  • Credit/Debit Cards: 5-10 business days to appear on your statement
  • PayPal: 3-5 business days

Original shipping fees are non-refundable unless the return is due to our error.

Exchanges

For size exchanges on competition gear like Breaststroke Wetsuits or Jammers:

  1. Follow the standard returns process
  2. Clearly state your preferred size/color in your email
  3. We’ll ship the replacement once we receive your original item (additional shipping may apply)

Returns Request Template

Subject: Return Request – Order #[Your Order Number]

Dear ORCA Shop Team,

I would like to request a return/exchange for my recent purchase (Order #[Number] placed on [Date]).

Item(s) to return:
[Product Name], [Size], [Color]
[Quantity]

Reason for return: [Please specify: Wrong size, defective item, etc.]

For exchanges, I would prefer: [New Size/Color]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Contact Number]

Damaged or Defective Items

If you receive a damaged performance product (e.g., Photochromic Goggles with manufacturing defects):

  • Contact us within 48 hours of delivery
  • Include photos of the damage/defect
  • We’ll arrange expedited replacement at no cost

For international returns (outside UK), please note:

  • You’re responsible for return shipping costs
  • Mark package as “Returned Goods” to avoid customs fees
  • We recommend using tracked shipping (DHL/FedEx)

Questions? Contact our performance support team at [email protected] – we typically respond within 24 hours.