PAYMENTS:

What payment methods do you accept?

We accept the following payment methods:

  • Debit & credit cards (Visa, Mastercard & American Express)
  • Paypal
  • Apple Pay
  • Google Pay
  • Afterpay (buy now, pay later option for customers in Australia & NZ)
  • Sezzle (buy now, pay later option for customers in USA & Canada)
Can I pay in my local currency?

You can view our products and pay for your order in your local currency.
You can select your desired currency with the currency selector in the top left-hand corner of the page. 

The following currencies are accepted:

  • Australian dollar (AUD)
  • Canadian dollar (CAD)
  • Danish Krone (DKK)
  • Euro (EUR)
  • Hong Kong dollar (HKD)
  • Japanese yen (JPY)
  • New Zealand dollar (NZD)
  • Pound sterling (British pound) (GBP)
  • Singapore dollar (SGD)
  • United States dollar (USD)
Do you sell gift cards?

We sure do! You can purchase an e-gift card by clicking here.
Once you have purchased your gift card, it will be emailed to you within 24 hours and does not expire.
Please note that gift cards are non-refundable.

How do I use my gift card?

Once you have received your gift card in your inbox, it can be used immediately.

Simply enter the unique code at checkout and the gift card amount will be deducted from your order. If the value of your gift card is more than the value of your order, the remaining amount will be available to use for future purchases. 

Can I use more than one discount code on my order?

No, only one discount code can be applied on each order. 

Why isn't my discount code working?

Ensure that you have entered the discount code exactly as it appears and that it is still valid and active. 

Check the terms and conditions of the discount code. Some codes are for first-time customers or only valid on certain products. 

If you are still having issues, feel free to reach out to hello@kotomiswim.com.au and our lovely team will be more than happy to assist.  

SHIPPING:

Where do you ship from?

We are a proud, Aussie-based business and ship all orders from Melbourne, Australia.

Do you ship to my country?

Yes - we ship worldwide!

How much is shipping?

Domestic orders:
We offer free standard shipping on all domestic orders over $50 AUD.

Standard delivery: please allow 3-5 working days for delivery in metro areas and 4-7 working days for delivery to rural addresses. Shipping is $5 for orders under $50 AUD.

Express delivery: please allow 1-2 working days for delivery in metro areas and 2-3 working days for delivery to rural addresses. Express delivery will incur a fee of $6.95 for all orders under $150. We offer free express shipping on all domestic orders over $150.

International orders:
COVID-19 UPDATED SHIPPING CHARGES:
Please refer to the following table for shipping rates to your country - please note all dollar amounts are in AUD.

Country DHL courier express
New Zealand, United States, Canada $16AUD (3-7 business days)
Austria, Belgium, Brunei, China, Denmark, France, Germany, Greece, Hong Kong, Italy, Japan, Macao, Malaysia, Mexico, Netherlands, Philippines, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Kingdom & Vietnam $19.95AUD (3-7 business days)
Rest of world $50AUD (3-7 business days)


All estimated delivery times are calculated from day of dispatch. 

When will I get my order my shipped?

All orders are dispatched the next business day. Please note that business days do not include weekends or public holidays.

Once your order has been shipped, you will receive an email with your tracking number along with a direct link to track your order via the postal service’s website.

Will I be charged additional customs & import duties?

Customs and import duties are dependent on your country and are the responsibility of the customer. Please see your local policies to determine your customs fees! If you have any questions regarding customs, please feel free to contact us at hello@kotomiswim.com.au

How do I track my order?

Once your order has been shipped, you will receive an email with your tracking number along with a direct link to track your order via the postal service’s website.

If you have not received a shipping confirmation within 2 business days, please check your spam mail. If it still has not been received, please contact us at orders@kotomiswim.com.au.

Can I pick up my order in person?

No, all orders will be delivered by Auspost or DHL.

Where will my order be shipped from?

All orders are packed and dispatched from our warehouse in Melbourne, Australia.

ORDERS:

Can I cancel my order?

If you need to cancel an order please send an email to orders@kotomiswim.com.au within 15 minutes of completing your checkout and we will do our best to assist.

Once an order has been placed, our team works hard to dispatch your items as soon as possible and so we cannot guarantee that we will be able to facilitate a cancellation.

Can I change my order after it has been placed?

If you need to amend your order after it has been placed, please email us at orders@kotomiswim.com.au as soon as possible with your order number and your amendment request. We will do our best to accommodate your request, where possible.

If we cannot facilitate your amendment, you are welcome to initiate a return once you have received your order.

What can I do if I have entered the wrong address at checkout?

Please contact us immediately at orders@kotomiswim.com.au with your order number and correct address details and we will attempt to contact the courier to divert the delivery. Unfortunately, once an order has been processed or dispatched, it is largely out of our control.

What should I do if I have not received my order?

The delivery timeframes provided are in business days and do not include weekends or public holidays. Sometimes there are delays within the postal network that lie outside of our control which may extend the shipping time.

If you have not received your order and it has been a few business days past the expected delivery date please notify us orders@kotomiswim.com.au within 21 days of the date of purchase.

After this time has elapsed, Kotomi Swim reserves the right to decide whether to send a replacement to you.

Why isn't my discount code working?

Please check the terms and conditions of the code being used. If you are using a returning customer code, please note that this is only able to be used once per customer. If you are still having issues, feel free to contact us!

What should I do if I have received the wrong item(s)?

Please take a photo of the items you have received and send an email to orders@kotomiswim.com.au and we will sort this out for you immediately!

RETURNS:

Can I return my item(s)?

We accept returns for all items with the exception of SALE items, unless otherwise stated. Sale items are deemed final and returns will not be accepted.

Full priced items that are purchased with a discount code can be returned.  

Before returning your item(s), please ensure that it satisfies our returns criteria found here.

Do you offer free returns?

If you pay for your entire order with your Paypal account, Paypal can refund your return shipping costs on eligible Paypal purchases with Refunded Returns.

Activate Refunded Returns with Paypal by clicking here and view their general terms of use here.

This is processed through Paypal and Kotomi Swim is not responsible for return shipping costs.

Do you accept exchanges?

Unfortunately, we do not process exchanges. However, once we have received your return, a store credit will be issued which you may use to purchase another item.

How can I make a return?

If you would like to make a return on non-sale items, please ensure your item satisfies our returns criteria and include a completed returns form in your return. 

RETURNS FORM DOWNLOAD HERE

Post your return back to:
Kotomi Swim Returns
Suite 15 / 70 Racecourse Road
North Melbourne, VIC 3051
Australia

Once we have received your return, a store credit will be issued to you which will be valid for 12 months.

*If you do not have a printer, please include a handwritten note containing your order number & reason code for the return 

I need an exchange urgently, what can I do?

If you need an exchange urgently, you are welcome to place a new order immediately to ensure that you receive it as soon as possible.

Please remember to note down your new order number in the notes section of the returns form before posting your original item back so that we can match up the two orders.

Once we receive the return of your original order, a refund will be processed instead of a store credit. If the value of your return is more than the value of your new order, a store credit will be issued for the difference.

What do I do if I have received a faulty item?

Oh no! In the rare occasion that this occurs, please notify us immediately at orders@kotomiswim.com.au. Include your order number and a photo of the faulty item and we will assist you further.   

What do I do if I forgot to include a returns form in my return?

Please notify us at orders@kotomiswim.com.au so we can keep track of this once your return reaches us.

SIZING:

I‚Äôm unsure of my size ‚Äď help!

Due to the range of cuts, we have included a size guide on each product page.

If you would like a personal sizing recommendation, you are welcome to contact us at hello@kotomiswim.com.au. Please include your height, bra size, clothing size & measurements if you have them handy, along with any particular styles you are interested in.  

Can’t decide between sizes?

You are welcome to order two sizes of an identical item (same style & colour) and return the less suitable size for a refund. 
If both sizes are returned, a store credit will be issued for one and a refund will be issued for the other.