FAQs


Delivery

[1] Where do you deliver?

We offer shipping to Singapore only at the moment.   If you are interested to purchase and are located overseas, please email to gracefulswimmers@gmail.com and we will advise you on the shipping charges.

 

[2] How much does shipping cost?

Local Smartpac -$3.80 (up to 1kg)

Local Courier - $10 (up to 3KG) 


[3] How long does delivery take?

Delivery is within 1 to 5 working days. 

 

[4] Has my order been shipped out yet?

Once your order has been processed and packed, we will email you a unique tracking code for you to keep tabs on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there.

Paid orders made before 3pm will be shipped out on the day itself. Orders made after that will be shipped the next day.

 

[5] Oops! The item I received is faulty!

 We endeavour to check all items before shipping out.  However, should you receive a faulty item, please send a whatsapp to 97833871 and our staff will contact you to arrange an exchange.  If the item is out of stock, we will arrange for alternative options or a refund. 

 

[6] I received an incorrect item.

Do let us know immediately via email at gracefulswimmers@gmail.com along with your order ID and we’ll get it sorted out for you. 

 

[7] An item is missing from my order.

Oops! But not to worry! Send an email to gracefulswimmers@gmail.com  with your order ID and we’ll have it shipped out to you ASAP!

 

[8] Can I choose Cash on Delivery for pre-order items?

We truly apologize as COD is not applicable for all items. 

 

[9] I can't select Cash on Delivery upon checkout.

Kindly note Cash on Delivery is not applicable.

 

[10] Are items in my cart reserved for me?

Putting an item into your cart does NOT reserve or hold that item for you. Until you proceed to checkout and make payment, that item will be available to other buyers. Many items are available in limited quantities, so an item may sell out before you checkout.

 

Orders

[1] How do I place an order?

  1. First step is to register with us as a member. 
  2. All you need to do now is browse! You can browse our catalog or search for something specific by using the search bar.
  3. Once you have found the item you want, select your size and click on the ADD TO CART button.
  4. You can either click on the ‘Continue shopping’ button or review the items in your cart by clicking on ‘View cart & checkout’. 
  5. If you’re happy with the items in your shopping bag, click ‘CHECKOUT’ to complete your order. If you have a discount code you’d like to use, key it in the box provided before checking out. 

 

[2] What do I do if there's a problem with my order?

Our customer service representatives are more than happy to help you. Email us at gracefulswimmers@gmail.com or call 98796855. 

 

[3] What payment methods do you accept?

We accept Credit card and  Inter Bank Transfer.  Please ensure that you take a picture of your transaction receipt and send it via Whatsapp to 97833871 together with your name and invoice No. for interbank transfers.

 

[4] I couldn't proceed with payment and my order status is Pending. How do I proceed?

Kindly contact us immediately via email, call and we'll assist in canceling your order so that you can place a new one. We'd ask for your kind assistance not to bank in/transfer the amount to our bank account as we can't guarantee the item you purchased is still in stock. In the case that you made payment manually and the item is unavailable, we will have to refund you in store credit. 

 

[5] Can I cancel my order?

Yes, you can but you will need to call us on our hotline as soon as possible so that we won’t process your order.

  

[6] How do I cancel an item from my order?

You will need to call us at our hotline as soon as possible.

If it’s too late, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Click here for information on how to return an item.

 

[7] Why was my order cancelled?

In most cases orders are automatically cancelled if we do not receive payments from you via inter Bank Transfer within 24 hours. However if the amount has been deducted from your bank account, kindly email us at gracefulswimmers@gmail.com.

 

[8] How do I add an item to my order after checking out?

You will need to make a separate order altogether.

 

[9] I received my order, but one of them is missing. What do I do?

We are terribly sorry about that! Please email us your order ID and the item you did not receive to gracefulswimmers@gmail.com

 

[10] I've received an incorrect item in my order.

We are terribly sorry about that! Please email us your order ID and the item you did not receive to gracefulswimmers@gmail.com.  You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.

 

[11] Do you restock items?

Some items are restockable. Whenever we get a restock, we will usually announce it in our newsletter, so it’s good to check frequently.

 

[12] Can you let me know when an item has been restocked?

Unfortunately, we are unable to do so. Sorry! We usually announce restocked items in our newsletter and Instagram, so don't forget to subscribe and check frequently!

 

Registration and Online Account

[1] Do I need to register to shop?

Registering with us helps speed up the ordering process for you, as we would already have with us your billing and shipping details. It also allows you to keep track of your current and past order, and payment status. 

 

[2] By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?

No, not unless you sign up to our newsletter. By signing up, you will be the first to know of our new arrivals, exclusive discounts, promotions and flash sales. 

 

[3] Will you pass my details to any other companies?

No, we will not pass your details on to other companies. Don’t worry! All information you provide us with is strictly confidential and will not be shared with any third parties. 

 

[4] What do I do if I have forgotten my password or my password does not work?

If you’ve forgotten your password, just click the ‘Forgotten Your Password’ button and it will be emailed to you right away. If you still do not receive an email, write to gracefulswimmers@gmail.com and we will assist you promptly. 

 

[5] What is your online security policy?

We want to make sure you’re safe and secure when you’re shopping with us online. Rest assured we do not sell nor disclose any customers' personal information to other parties for any purposes.

 

Returns

[1] What is your returns policy?

Returns are not accepted unless there is a defect. Only clothes that are unworn unaltered, unwashed and in sellable condition with returns label still attached can be returned if there's defects. 

For returns and exchanges, customers are advised to notify us first at gracefulswimmers@gmail.com by quoting the order number and product details. Shipping costs are borne by the customer and we are not liable until item reaches our office.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met.

 

Items that are damaged, marked or altered will not be accepted. Any items returned under these conditions and/or fall under non-returnable categories will be sent back to the customer.

Refund for Class registration is as indicated on the terms of the online class registration. 

[2] How do I return something to you? 

In the event of a defect, you can return any item to us within 7 days of receiving your order (just make sure your items are in the original condition and garment tags still attached). Email us at gracefulswimmers@gmail.com and provide us with your order number, name of item and the reason for returning. Our customer service representative will be happy to assist you with the return process.

 

[3] Where can I find the Return Form?

Currently there is no return form.  You will need to email to gracefulswimmers@gmail.com to arrange for further details.

 

[4] Can I exchange my item to a new size/color?

Yes you can PROVIDED the item still has its tags and is unworn and without any defect.  You will need to contact our staff at 97833871 to make an appointment within seven (7) days from receipt of item to come down to our warehouse by prior appointment at 11 Woodlands Close and exchange the item.   If the item is not available in stock, we will have to give you store credit instead. 

 

[5] Will you refund me my delivery charge?

Shipping costs are borne by the customer and we are not liable.

 

[6] I have been refunded the incorrect amount.

Do email us at gracefulswimmers@gmail.com and we will update your store credit accordingly.

 

[7] Have you received my returned items?

We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands.

 

[8] I returned an item and it was incorrectly refunded or replaced.

Do email us at gracefulswimmers@gmail.com and we will check on your orders accordingly.

 

[9] Can I come and collect or return a parcel in person?

We truly apologize as we don't accept walk-in pickup and/or returns at our warehouse. You may ship your item to us or arrange a free pick-up by emailing us at gracefulswimmers@gmail.com.

 

 

Frequently Asked Questions

[1] Do you restock items?

Some items are restockable. Whenever we get a restock, we will usually announce it on our Facebook fan page, so it’s good to check frequently.

 

[2] Can you let me know when an item has been restocked?

Unfortunately, we are unable to do so. Sorry! We usually announce restocked items on our Facebook fan page, so it’s a good idea for you to check regularly.

 

Physical store

 

[1] Where is your physical store located?

We do not have a physical store at the moment.  Our warehouse is located at 11 Woodlands Close and in the event you need to do an exchange, you will need to make an appointment via whatsapp at 98796855 and our staff will contact you and arrange accordingly.

Stay tuned to our social media pages for any updates!

 

[2] What item is available at your store?

We truly apologize as we're unsure of the exact items available. 

 

[3] Can I return / exchange my online purchases at your store? 

You can return defective items or exchange wrong sizing at our store provided you make an appointment within 7 days from date of item being received by you.   You will need to make an appointment via 98796855 to arrange as our staff are not at the shop at all times.