Frequently Asked Questions


How to Contact Keepsafemasks / ProSwimwear

If you're looking for help with a product, or have a query regarding an order, there are a number of ways in which you can get in touch with us. We aim to deal with each and every enquiry in an efficient and timely manner.

Live Chat

Contact us for free, Live Chat is available during office hours, just click on the blue Help button located at the bottom right of all of our web pages except for the checkout.

Phone

UK: 01278 550640

International: +44 1278 550640

Our phone lines are open between 8 am - 7 pm Monday to Friday (except public holidays). 
Sometimes we may experience busy periods where we cannot answer your call as quickly as we would like to. 
In these extreme circumstances and for out of hours enquiries, you are welcome to leave a message and we will get back to you as soon as possible.

Email

You can contact us via email at support@keepsafemasks.co.uk upon receiving your message, you will receive an automatic reply to confirm it has been delivered along with a personal allocated ID number.

We aim to get back to all emails within 24 hours.

Online Contact Form

You are welcome to fill out the "Contact Us" form on the contact page, where one of our customer services team will be more than happy to assist you with your question.

Please select which department your question relates to, either our 'Customer Services' or 'Returns Team' using the dropdown menu. This will then ensure your message is delivered to the correct team and be dealt with as soon as possible.

Please fill in the comment box with as much detail as possible, along with any order number or ticket number you have previously been given.
One of our friendly staff members will get back to you by phone or email to answer your inquiry!

Postal Address

ProSwimwear Ltd, Unit 1 Plum Lane, Dunwear, Bridgwater, Somerset, TA6 5HL, United Kingdom.

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UK Delivery Options

Standard Delivery usually arrives within 3 - 5 working days from the date of dispatch - free for orders over £24.99 or £2.99 for orders under £24.99.

Expedited Delivery usually arrives within 1 - 3 working days from the date of dispatch - £3.99.

Next Working Day - £6.99 Please note, orders placed after3pm on Thursday will be dispatched on Friday and may not be delivered until Monday morning.

Next Day Saturday Guaranteed - £9.95 Please note, orders placed after 3pm on Friday will be dispatched on Monday and will be delivered Tuesday.

Next Day Guaranteed services are not guaranteed for deliveries to Northern Ireland.

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European & International Delivery Options

Delivery times will be estimated at the time of checkout, the delivery cost is calculated based on the weight of products ordered.

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Can I track my order?

Only Royal Mail special delivery e.g. Next Day and Saturday delivery is track-able in the UK.

European and Worldwide customers we will email you your tracking number once your order has been dispatched.

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Will I need to sign for my delivery?

Royal Mail Next day and Special Saturday deliveries will need to be signed for as these are sent tracked.

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Can I use an alternative delivery address?

If you would like us to ship to an alternative address rather than your registered billing address, simply tick the box (when you are checking out) and complete the address details. Unfortunately for PayPal users and overseas customers, we can only ship to your registered billing address. These restrictions are online fraud prevention measures issued by the banking community and are beyond our control.

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How long does delivery take?

Standard service will take approximately 2-3 days after dispatch, expedited delivery will take approximately 1-2 days after dispatch, UK Next Day will take 1 day after dispatch, delivered Monday to Friday. UK Next Day Saturday will take 1 day after dispatch delivered Saturday.

Depending on the destination country, European orders are usually delivered within 2-5 working days after dispatch, outside of Europe orders generally take 3-10 working days.

Please note above are approximate delivery times and does not include any possible delays at customs in your country

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Will I have to pay any customs charges in my country?

There are no import/export duties on goods shipped within the European Union. All goods shipped to EU countries already have the VAT (TVA) included.

Outside of Europe, the customer is fully responsible for paying all applicable taxes directly to the relevant authority (and for reclaiming them in the event of a cancellation of your order or the return of products, to the extent permitted in these terms) as determined by the authorities of the shipping destination country.

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How quickly will my order be dispatched?

Orders are dispatched from our warehouse Mon-Fri 8.30-15.00. All orders received after 15:00 will be processed on the next working day. Any orders received on public or bank holiday will be processed on the next working day. We aim to dispatch all orders within 24 hours, but during busy times paid for postage will be processed and dispatched before free postage. If for any reason the item is not in stock we will contact you within 48 hours. 

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Product Availability

Information regarding product availability dates are estimates based on information from suppliers, these dates are liable to change and should be taken as only a guide. If you require a suit by a specific date it is best to contact us to ensure that your required suit will be available by the date needed.

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Can all items be dispatched worldwide?

We ship most items worldwide although some are restricted depending on the exact shipping destination.

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Missing Goods or Damaged Delivery, what can I do?

If your goods have either been received as damaged or are missing please contact customer services immediately.

Contact us via email at support@keepsafemasks.co.uk 

Or by calling us on 01278 550640 or from outside the UK +44 1278 550640.

If the goods are damaged we will need proof of the damage, either by the item being returned to us or in some cases a photo sent via email. Customer Services can advise you on the best course of action. Once we have verified the damage we can then rectify the situation.

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My order has been shipped but has not yet arrived, who do I contact?

Royal Mail 24H Tracked

Please wait for possible late delivery until 6 days after dispatch. If there has been no delivery attempt within this time, please contact Royal Mail delivery for more information regarding delivery. Your Royal Mail Hotline: 08457 740740.

Royal Mail Next Day Special Delivery

You can track your Royal Mail Next Day Special Delivery parcel via the link below:

The tracking number was sent to you by email on order dispatch and can also be found by log in to your account keepsafemasks.co.uk and checking your current order shipping status

If you don't have access to the online tracking results and your Estimated Delivery Date has passed please contact your delivery depot with your parcel tracking number. Your Royal Mail Hotline: 08457 740740. Please have your parcel tracking number ready.

European and International Deliveries

Depending on the service selected you will receive an email, as soon as the order is shipped, which will contain the tracking information.

Once notified of shipment it may take 24 hours for tracking information to be updated into the carrier website.

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Order shipment never delivered, what can we do?

You can contact us via emails at support@keepsafemasks.co.uk 

Alternatively, you can call us on 01278 550640 or from outside the UK +44 1278 550640.

UK 24H & 48H Postage if undelivered 15 working days after dispatch from keepsafemasks.co.uk, we will re-dispatch the order items to you.

UK Next Day Delivery if undelivered 10 working days after dispatched from keepsafemasks.co.uk, we will re-dispatch the order items to you.

European Signed for Postage if undelivered 20 working days after dispatched from keepsafemasks.co.uk, we will re-dispatch the order items to you.

International Signed for Postage if undelivered 30 working days after dispatched from keepsafemasks.co.uk, we will re-dispatch the order items to you.

keepsafemasks.co.uk / ProSwimwear will process an insurance claim for the lost goods and you may be contacted by your local postal service to confirm the nonreceipt of goods.

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Returns Procedure

For information on our returns and exchanges policies and instructions on how to return your items click here if you want to contact the returns team you can email them at support@keepsafemasks.co.uk

 

 


Statutory Rights

At ProSwimwear / keepsafemasks.co.uk we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 30-day returns guarantee if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item. Further terms and conditions on returns in this section and our full terms & condition section /terms

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.

To cancel your purchase within the seven-working-day cooling-off period, please return the item or items as per our returns procedure, giving the reason for the return as "I just don't want it anymore". Please package the relevant item securely and send it to us within 30 days following the date that the item was delivered to you.

For your protection, we recommend that you use a recorded-delivery service or proof of postage.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.

As soon as we receive the items back for your cancellation of the order, we will refund the relevant part of the purchase price for that item -we cannot refund any upgrade postage charges you have selected. For more information on your right to withdraw from your purchase within the seven working days cooling-off period, visit the Department of Trade and Industry's websiteat:http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.htm

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  • What currency will I pay for my order in?

    For further information on currency payment options please click here

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    When do I pay for my order?

    You will pay for your order immediately on checkout, if the item you are selecting is on backorder, you can select to place your order by Telephone order as the payment method and then pay for the item over the phone when it arrives into stock.

    Where payment is taken immediately for items market as being in stock, then we believe them to be in stock, but occasionally figures entered on the system may be incorrect, in these cases, we will try to contact you within 24 to 48 hours of order placement to inform you and will either put the item on backorder or refund the payment, depending on your choice.

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