FAQ's

Need some help buying our swimwear online? Don’t worry, we’ve got you covered! Have a look through our FAQs below!
FAQ

Frequently Asked Questions

Christmas Delivery Information

Place your order by the 10th of December to receive your items before Christmas!

How can I contact you?

Our friendly customer care team is available Monday to Friday between 9:00 am – 5:00 pm AEST

You can reach us via Live Chat during working hours, or
email us at info@sealevelaustralia.com.au

Please allow our team 24 hours to reply to your email request.















How do I know if you have received my order?

When you place an order, you will receive an email containing your order number and order details. If you did not receive this email, please check your junk folder and
if it’s not there, please contactare customer care team via Live Chat Monday-Friday 9am-5pm AEST, or email us at info@sealevelaustralia.com.au and we will resend you your order confirmation.

Can I make changes to my order?

Depending on the status of your order, we may be able to cancel an item or swap an item to a different size. Please note, we are unable to combine or add a new item to an existing order after the order has been placed.

If you need to make any adjustments to your order, or if you have entered the incorrect shipping address please contact us within 4 hours of placing your order.
Our customer care team is available via Live Chat Monday-Friday 9am-5pm AEST or email us at info@sealevelaustralia.com.au Remember to include your order number, address and any other relevant information.

Note: Sea Level Swim Australia is not responsible once your
package has left our warehouse facility.












Which countries do you not ship to?

At this stage, we are unable to ship directly to the following countries:

• Russian Federation
• Ukraine
• Kazakhstan
• Israel
• Slovakia
• United Arab Emirates
• Greece
• Cyprus
• Italy
• Lebanon
• Mexico
• Turkey
• Lithuania
• Switzerland

We currently have distributors in the following countries:

Greece and Cyprus:
Salt Water
Dimitris Stokkos
SupplyChain@salt-water.gr
Tel : +30 2108946789 / +30 210 96806764

Russia, Ukraine and Kazakhstan:

American beauty Gp
Ksenia Arshinova
arshinova@ambeautygroup.ru
+7 (499) 110-97-64













How do I track my order and when will it arrive?

We will email you tracking details so you can track your
order here:

AUS POST
for Domestic customers
Link to AUS POST Website : https://auspost.com.au/mypost/track/#/search
DHL Express for our New Zealand customers
Link to DHL Website : https://www.dhl.com/nz-en/home.html

If your tracking information says your order has not been delivered you must contact the delivery company directly and request a proof of delivery. If you have this and are still unable to locate your parcel, please contact our customer care team.

The estimated delivery time of your order will depend on your shipping location and the volume of orders being processed at that time

Metro Areas - 3-5 working days
Regional Areas - 5-10 working days
New Zealand - 3-7 working days

Please note that the above is a guide only. We are not
liable for any delay in delivery. The timeframes above are based on our delivery partners’ recommendations and are subject to change. For more
information, please contact the delivery service provider directly.








I have a problem with my order what do I do?

If a faulty item is delivered to you, please contact customer care as soon as possible with:
-Your order number
-Style number, colour & size
-Two or more photos of faulty item

If we missed an item from your order, please contact us ASAP.

What payment options do you offer?

-Credit / Debit Card: VISA, MASTERCARD, AMEX
-Paypal
-Afterpay
-Klarna
-ShopPay
-Apple Pay
-Google Pay

All orders are processed in AUD. If you live in New Zealand, this charge will be converted to NZD.

How do I use a promo code or redeem my store credit or gift card?

Promo codes are entered at the checkout before you pay for your order. There is a
promo code box dedicated to this - just put in the code in the Promo Code Box before you select your payment option and the discount will be applied to your order. If you are unable to apply your code to your order please contact our customer care team Monday-Friday 9am to 5pm AEST or via email outside of those hours info@sealevelaustralia.com.au



Can I return my order?

If you change your mind about an item purchased online, you
are entitled to a refund or 110% store credit within 30 days of your purchase, should it meet the below requirements:

- The item is full priced (items
purchased using a discount code can be returned through the online return portal as usual).
- The Item is in its original packaging, unworn and in its original condition.
- Tags and hygiene strip are attached.

Unfortunately we do not offer exchanges. However you can return your item to us for 110% store credit to re-purchase your swimsuit in a different size or print.

Note that sale items can not be returned.
Note that you are able to return part or all of your order.

























How do I return my order?

Please visit our returns page HERE for our returns policy and instructions on how to initiate a return.
Having issues? Please contact our customer care team during business hours via Live Chat, or email us out of business hours  info@sealevelaustralia.com.au
Note - items that are marked 'Final Sale' can not be returned or exchanged for store credit.

Please allow 4-6 business days for us to process your return.



How much does it cost to return my item?

If you want a full refund for your purchase it will incur a $9.50 postage fee.
Returns for 110% store credit are free.
Original shipping costs will not be refunded.

Gift Cards

Gift Cards are purchased through our website and
expire within 3 years from the date of purchase. Gift Cards are exempt from customs
duties and taxes. Gift Card-only orders are delivered free of charge. Standard delivery charges apply when a Gift Card(s) are purchased in a mixed basket with other products.

Gift Cards cannot be returned or exchanged. Returned items purchased with a Gift Card will be refunded as account credit, which can be redeemed against your next order.

Please contact our customer care team via Live Chat during business hours or email us outside of that time.













Product Care

It is important to take good care of your new Sea Level swimsuit and keep it looking it's best. Here are our recommendations:

-Always hand wash in cold water separately. Do not bleach, tumble dry, dry-clean or iron your swimsuit.

- Rinse your swimsuit thoroughly after every use, dry flat in
shade and avoid direct sunlight. Some colours may fade in sunlight or chlorinated water.

- Some colours may bleed or transfer when wet. Avoid contact
with suntan lotions, oils, rough surfaces, pools and spas treated with harsh
chemicals.























Sizing Information

We understand that buying swimwear online can be tricky. We want to make sure you are choosing your perfect size.

Head to our Size guide HERE and follow the measurement instructions to find your perfect fit.


Still not sure? That’s okay – we’re here to help! Contact our friendly customer care team for further assistance.















Get in touch

Have questions about your order, or a general enquiry?