FAQ's

Orders

How Can I Pay?
We accept Visa, Visa Debit, MasterCard, American Express, and prepaid debit cards.

Is It Safe to Order Online?
Yes, it’s completely safe! Keoni Swim is a member of "Verified by Visa" and "Secure by Mastercard," ensuring additional security for online card transactions. We also use industry-standard encryption systems to safeguard your personal and payment details.

How Do I Know If You've Received My Order?
Once your order is placed, you will receive an order confirmation with all your order details. A confirmation email will follow, typically within 30 minutes. Once our team processes your order, you will receive a second email with tracking details. If you don't see it, check your spam folder.

Can I Make Changes to My Order?
Unfortunately, we can't make changes once your order is placed. Our team starts processing orders immediately, so changes aren’t possible.

Can I Track My Order?
Once your order is shipped, you'll receive an email with tracking information, so you can monitor the status of your delivery.

Can I Cancel My Order?
Once an order is placed, we cannot cancel it. Our warehouse processes orders quickly, so changes or cancellations are not possible.

What Should I Do If I Receive an Incorrect or Faulty Item?
If you receive an incorrect or faulty item, please contact us within 30 days of receiving your order. Provide your order number, and our Customer Care team will resolve the issue promptly.

How Long Will Shipping Take?
Orders are dispatched within 24 hours, and Express Shipping typically arrives in 2-5 business days.

What If I'm Not Home When My Parcel Is Delivered?
If you're not home, the shipping company will attempt to deliver your parcel directly. If no one is available, they will leave it in a safe place or deliver it to your local post office for pick-up.

Will a Signature Be Required on Delivery?
If you're home to receive the delivery, a signature will be required. If you're unavailable, the carrier may leave the parcel in a secure location and leave a card with instructions for collection.

Can I Ship to a Different Address?
Yes, you can! If you'd like your order sent to an alternate address, simply enter the new address at checkout. If you're shipping to a workplace, make sure to include the company name and contact details.

What If My Parcel Doesn’t Arrive?
If your parcel hasn’t arrived within four days after the expected shipping date, contact us for assistance. If it still hasn’t arrived, provide your order number, and we’ll help resolve the issue.

General

Do You Have a Physical Shop?
Keoni Swim operates exclusively online, offering a convenient shopping experience.

Can I Pre-Order an Item?
Currently, we do not offer pre-orders due to the exclusivity and high demand of our items.

Technical

I've Forgotten My Password, What Should I Do?
If you've forgotten your password, simply click the "Forgot your password?" link on the login page and follow the instructions. If you're still having trouble, reach out to us.

How Do I Change My Email Address?
For security reasons, we do not allow changes to email addresses. To use a new email, create a new account.

How Do I Unsubscribe?
To unsubscribe from our emails, click the 'Unsubscribe' link at the bottom of any of our email newsletters.

Do I Have to Order Online?
Keoni Swim is an online-only retailer, offering a fast, safe, and secure shopping experience.

Is It Safe to Order Online?
Yes, it is completely safe! We use advanced encryption systems to protect your personal and payment details.

Payment Options
We accept Visa, Visa Debit, MasterCard, and American Express.

Checking Out
To check out, click the "Checkout" button in your cart. You’ll be prompted to log in or create an account. Enter your shipping and billing details, and add any discount codes at this stage. Review your order, provide payment information, and click "Pay Now." You’ll receive an email confirmation and order number once your order is placed.

When We Have Received Your Order
Once you’ve placed your order, you’ll receive a confirmation message. You’ll also receive an email with order details, usually within 30 minutes. When the order is processed, you’ll receive a second email with shipping information.

Incorrect or Faulty Items
If you receive an incorrect or faulty item, contact us within 30 days of receiving your order with your order number for prompt assistance.

Payment from Your Account
If there are any issues with your payment, your card issuer or our Customer Care team will reach out to assist you.

If you have any other questions or concerns, feel free to email us. We’re here to help!
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