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

How can I contact you?

Our 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 contact our 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?

Unfortunately, we cannot make any changes to your order after it has been placed. However, if you have entered the incorrect shipping address please contact us within 1 hour 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:

DOMESTIC CUSTOMERS
Please track your parcel via this link: https://auspost.com.au/mypost/track/#/search
NEW ZEALAND CUSTOMERS
Please track your parcel via this link: 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 you received the wrong item, a faulty item or we missed an item from your order, please contact customer care via email, info@sealevelaustralia.com.au as soon as possible with:
-Your order number
-Style number, colour & size
-Two or more photos of the item and swing tag

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 overseas, the bank charge will show in your local currency.

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 Discount 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 on Live Chat 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, store credit or exchange 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.

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

Can I return online if I purchased from a stockist?

Unfortunately, as much as we'd like to further assist you, we would not be able to since this was not directly purchased from our online store. If you could please contact your store of purchase regarding your item, they will assist you with compensation based on their store policy.

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?

Select store credit or exchange to avoid any postage costs.

For ALL refunds, return pricing is calculated based on item weight. 

Discount Codes

I forgot to add in my discount code

Unfortunately once your order has been placed we are unable to add in your discount code.

The only way to claim your discount on your purchase is to enter a discount code during checkout and it can not be added afterwards.

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.

Gift cards are not transferable between stores.













Product Care

- Gentle wash, separately in cool water

- Use mild detergent

- Do not wring, soak or bleach

- Do not tumble dry

- Drip dry in shade

- Rinse thoroughly after use

- Some colours may fade in sunlight

- High amounts of chlorine will damage your swimwear. Neutralize any residual evidence of chlorine by rinsing in cold water

- Fake tanning products and some sunscreen lotions may mark and damage swimwear. We recommend taking extra care when using these products and always ensure they are completely dry before they come in contact with your swimsuit.

- Avoid contact with rough surfaces as this may cause pilling to swimwear

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?