At ORCA Shop, we’re committed to delivering competition-grade swimwear and accessories with the same precision you bring to your performance. Our shipping and returns policies are designed to ensure you receive your gear promptly and can shop with confidence.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping: £12.95 via DHL or FedEx
    • Delivery within 10-15 business days after dispatch
    • Includes tracking and insurance
  • Free Shipping: Available for orders over £50 via EMS
    • Delivery within 15-25 business days after dispatch
    • Basic tracking included

Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship worldwide except to some Asian countries and remote regions.

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) – these 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:

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

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

International Returns

For returns outside the UK:

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

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]

Questions?

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