FAQs

CUSTOMS PAYMENTS & BREXIT

Koba Swim operates on a Delivery Duty Unpaid  (DDU) basis which means that the buyer is responsible for any import duties, taxes and customs which may be necessary to release an order from international customs.

Following the UK leaving the EU on 1st January 2021 (BREXIT), there have been some changes to customs and duty charges for EU customers.  Tax and import duty varies from country to country so we recommend you check first with your local tax office to see if any fees will be payable.  

If the customer refuses to pay any duty and customs charges and the parcel is returned to sender all shipping charges will deducted from any refund. No refund will be made until the returned parcel has been received by ourselves.  Please note that parcels that have been 'returned to sender' can take up to 3 months to arrive.

 

WHERE CAN I PURCHASE YOUR PRODUCTS?

We are an online retailer based in the UK and sell worldwide.  

 

DO YOU SELL OTHER BRANDS?

We only sell our own Koba Swim products which have been created by women for women. We are passionate about design and quality at an affordable price and be assured, as beach babes ourselves, we have vigorously tested the products!

 

HOW CAN I CONTACT YOU?

For all enquiries please email hello@kobaswim.com.  We are based in the UK and our operating hours are Monday to Friday 9.00am - 5.00pm (GMT).  We aim to respond to all enquiries within 48 hours.

  

DO YOU SHIP ABROAD?

Yes, we ship worldwide - just enter your country at checkout.  If you have any queries about shipping see our Shipping/Delivery page for more info or drop us an email to hello@kobaswim.com.   We strongly recommend using DHL Express Courier shipping if you are ordering from  Iran, Venezuela, Pakistan, South Africa, Bahrain, Kuwait, UAE and Saudi Arabia.  

 

HOW MUCH DOES SHIPPING COST?

For UK orders:
Standard Tracked Delivery - £4.50
Express Tracked Delivery - £7.00
DHL Express - £8.50 

For international orders:
Europe Tracked - £12.00
Rest of the World Tracked - £15.00
DHL Express - EU £18.00   RoW. £21.00
 

UK Standard shipping is free with orders over £85

Please see our Shipping and Delivery page for further details.

 

CAN I SHOP IN A DIFFERENT CURRENCY THAN GB POUNDS?

All prices are in UK GBP however you can use the built in currency convertor as a guide.  Click the 'Change Currency' link at the top of the Home page, and you can change the site currency to US, Canadian, Australian Dollars, Euros or Yen. Currency conversion is provided only as a guide and your order will be billed in GBP (shown when you view your basket). Conversions do not include credit card fees or other charges, and may differ from the exchange rate used by your card provider or PayPal.

 

HOW DO I ORDER?

When you have made your selection, choose your style, colour and size and click ‘Add To Cart’. If you are ready to complete your purchase navigate to the Shopping Cart icon at the top right menu, and select your Delivery service. Then either select ‘Checkout’ to pay via credit card, or choose Paypal, Apple Pay, Google Pay or Clear Pay, to be led through the checkout process.

  

WHERE IS MY ORDER CONFIRMATION?

When you treat yourself to some gorgeous new swimwear, an order confirmation will be send to your email address.

If you use Hotmail or Gmail please check your Junk folder for your confirmation, in case your Settings send it there!  If you still cannot locate it, double check the email used for spelling errors then contact us at hello@kobaswim.com and we will resend your confirmation.

 

HOW DO I KNOW IF MY ORDER HAS BEEN DISPATCHED?

We will notify you by email with dispatch and tracking information when your order has shipped.

 

CAN I CHANGE OR CANCEL MY ORDER?.

As always, we will try our best to help our customers, however as our orders are shipped out very quickly it may not always be possible to amend or cancel an order.  You may return your order at any time within 14 days from receipt for a full refund.  Please follow our Returns and Exchange instructions to do this.

Please check your order carefully before proceeding through check out especially if you use autofill for your address as every website has a different format.

 

HOW DO I TRACK MY ORDER?

Order tracking is available via the link in your dispatch email.  

 

MY PACKAGE SAYS DELIVERED BUT I HAVEN'T RECEIVED IT

HOW DO I RETURN AN ITEM?

We understand that you may occasionally wish to return unsuitable items and we would be happy to help you. All items for return or exchange must be within our T's and C's.  Unfortunately we do not offer free return shipping.  Further information can be found on our Returns and Exchanges page. Please complete the Returns Form and enclose with your parcel.  Once we have received your return we aim to process it within 14 days.

 

ERRORS WITH MY ORDER

If you think there is an error with your order or an item is missing, please check the dispatch note sent with your order then email us asap at hello@kobaswim.com 

 

FAULTY PRODUCTS

We are really sorry on the rare instances our customers receive a faulty product, however manufacturing faults can happen and occasionally goods slip through our Quality Control.

In the unfortunate event you consider your purchase faulty please contact us via email immediately to hello@kobaswim.com along with your order number,  a short description of the issue and supporting photographs of the fault so we can investigate and advise the next steps.

Customers are entitled to a full refund or replacement up to 30 days after receipt of the goods if they turn out to be faulty.

Only manufacturing faults will be considered. Damage due to excessive or long term use, incorrect sizing or not washed according to the provided care instructions are not considered to be faulty.   

  

THE PRODUCT I WANT IS OUT OF STOCK

If the product you are desperate to get your hands on is out of stock, we highly recommend signing up to the back in stock alerts on the product page. Also signing up to our newsletter to be first to hear about new drops.

  

BLACK FRIDAY AND OTHER SALES

Purchases made during our Black Friday Sale and any other sale applying a relevant discount code are eligible for store credit only, excluding orders which have used our 'Double Buy' policy. More information on our 'Double Buy' policy can be found on our Returns and Exchanges page. Items may be exchanged for store credit within 14 days of receipt of delivery for a different size or goods to the same value as the purchase price.  

We understand that final sale purchases can be frustrating however please note that sale items are discounted below cost.  We hope that you understand our position that because of this, we must be strict with regards to not accepting returns on final sale items.

 

HOW DO THE CLOTHES FIT?

Koba Swimwear is made according to standard European sizes XS-XL.  We offer detailed descriptions for each product and indicate in the product description if the sizes vary from the norm and if they do, we will make recommendations to size up or down depending on the tailoring and fit. We also try to note the size the model is wearing and her usual size to help you gauge the fit yourself. If you have any queries or require further sizing assistance, please email us and we will be happy to advise. Please see our Size Chart and Fit Guide for more information. 

 

COLOURS AND PRODUCT PHOTOGRAPHS

We have tried hard to ensure that the product photos on our website are presented as accurately as possible. However colour clarity will depend upon your own personal monitor or screen. Social media posts and customer photos may differ slightly in colour from the actual products.

 

PRODUCT CARE

It is important you take care of your swimwear to give it the longest life possible!  Contact with abrasive items such as rocks and rough stone pool surrounds may cause friction damage to the soft fabric.

Further details can be found on the 'Wash Care' card included with your purchase or click here.

 

KEEP ME UP TO DATE!

We would love you to join our community and enjoy early access to special promotions, sneak peeks behind the scenes and lots of gorgeous styling ideas and inspiration. Oh, and get 10% off your first order! All you have to do is pop your email into the 'Subscribe to Our Newsletter' section on our webpage.

 

WHAT PACKAGING DOES MY KOBA SWIM ARRIVE IN?

New swimwear is a treat and we want your unboxing experience to be special.  Each swimwear piece comes in it's own reusable bag which is perfect for  packing into your suitcase!  Everything is beautifully wrapped in our own tissue paper and put into a recyclable cardboard box.  For extra security the box is sent within a sealed biodegradable mailer bag with our logo on.  If you need to sneak in your purchases drop us an email when you order to request discrete and unbranded outer packaging 😏.

 

ENVIRONMENT AND SUSTAINABILITY

We are working towards a better environment and proudly manufacture our products in an ethical and eco-friendly way.  Many of our products are made from  PET fabric which is made using recycled plastic bottles spun into Lycra.  Our factory holds a National Sustainable Development Award and also a Carbon Footprint Certification for their positive efforts towards a greener environment.

Our packaging is either reusable, recycled or recyclable!

 

GIVING BACK

We are proud supporters of The Turtle Conservancy in their work to protect and save the worlds sea turtle population.  We are also advocates of PADI Aware in their efforts to clean up the world's oceans, in particular, their Dive Against Debris initiative.

 

CLEARPAY?

Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.

The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.

Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.

Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.

Other eligibility criteria apply. See Clearpay Terms of Service for further details.

Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.

If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.

You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

If you cannot make a payment, please contact Clearpay here.

As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.

Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.

Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.

 

FEEDBACK

We are always striving to improve our products and service and welcome feedback from our customers.  In the event of you having a complaint or problem with any aspect of our products or service, please reach out to us on hello@kobaswim.com  We will try to rectify any problem quickly and effectively.