Terms and Conditions
These Terms and Conditions apply to purchases made from Incy Wincy Swimstore. They should be read alongside our Shipping Policy, Privacy Policy and Return and Refund Policy.
Nothing in these Terms and Conditions limits your statutory consumer rights.
Our details
Incy Wincy Ltd
Unit 10 Metro Centre
Toutley Road
Wokingham
RG41 1QW
United Kingdom
Email: info@incywincy.net
Telephone: +44 (0)118 956 0295
Making a purchase
Please check the products, sizes, quantities and delivery details carefully before submitting your order.
If you notice a mistake after ordering, contact us as soon as possible. We will try to help, but we cannot guarantee that an order can be changed once processing or fulfilment has started. This does not affect your statutory cancellation or withdrawal rights.
Your billing address should match the address held by your payment provider. An incorrect billing address may cause the payment to be declined. You can enter a different delivery address during checkout.
Payment is taken securely through the payment methods shown at Shopify checkout. Prices, currency, taxes and the total amount payable will be displayed before you submit the order.
You may also contact us to discuss placing an order by telephone on +44 (0)118 956 0295 or by emailing info@incywincy.net.
Order confirmation and stock availability
After placing an order, you should receive an order confirmation by email or text message where applicable. You should receive a further notification when the order is dispatched, including tracking information where available.
All orders are subject to stock availability. If an item is unavailable, we will contact you to offer an appropriate solution or issue a refund for the unavailable item.
UK shipping and delivery charges
UK delivery costs £5.10 for orders below £299.99.
UK delivery is free for orders of £299.99 or more.
We aim to dispatch orders placed before 1 pm on the same working day. This dispatch timeframe is an aim and is not guaranteed.
The delivery options, charges and estimates displayed at checkout are the ones that apply to your order. Delivery charges include VAT where applicable.
Dispatch of orders
- We aim to dispatch orders received by 1pm on the same working day, subject to stock availability, payment checks and fulfilment capacity.
- Orders that cannot be dispatched that day will normally be processed on the next working day.
- Orders are not dispatched on UK public or bank holidays.
- A tracking number will be supplied where the selected service includes tracking.
Delivery estimates are not guaranteed delivery dates. Deliveries may occasionally be delayed by the carrier, adverse weather, customs processes or circumstances outside our reasonable control.
International delivery
International delivery options and charges are calculated according to the destination, parcel weight, order value and available delivery service. The available options and total delivery charge will be displayed at checkout.
International orders may be sent using Royal Mail or a courier service. Delivery times vary by destination and may be affected by customs processing.
Customers outside the United Kingdom may have to pay import duties, taxes, customs charges or carrier handling fees. Unless checkout expressly states that these charges are included, they are the responsibility of the recipient.
Please make sure the delivery address is complete and accurate. We cannot be responsible for delays caused by an incorrect or incomplete address.
Undelivered and returned parcels
If a parcel is returned to us because the delivery address was incorrect or incomplete, or because it was not collected, we will contact you to discuss redelivery or a refund.
A new delivery charge may be payable if you ask us to resend an order where the failed delivery was not caused by us or the delivery company. We do not apply an automatic cancellation or administration fee to statutory cancellations.
Cancelling an order before dispatch
You may ask to cancel an order at any time before it is dispatched. You can submit a request through your customer account or email info@incywincy.net.
If the order has already entered fulfilment, we may be unable to stop it before dispatch. If it is dispatched, you can use your applicable return, cancellation or withdrawal rights after receiving it.
We do not charge a percentage cancellation fee or administration fee when a consumer uses a statutory cancellation or withdrawal right.
UK customers: right to cancel an online order
This section applies to consumer orders delivered within the United Kingdom. It does not apply to purchases made wholly for business purposes.
For most online purchases, you may cancel without giving a reason by notifying us within 14 days after receiving the goods.
If one order is delivered in separate parcels, lots or pieces, the cancellation period starts after you receive the final item, lot or piece.
How to cancel
You must clearly tell us that you wish to cancel before the cancellation period expires. You can:
- Use the returns and cancellations option on your customer account orders page.
- Email info@incywincy.net with your name, order number and a clear statement that you wish to cancel.
- Use an order-management link provided in an email or text message notification, where available.
- Use the model cancellation and withdrawal form at the end of this page.
You do not have to use the model form or provide a reason.
Returning goods after cancellation
After notifying us that you wish to cancel, you must return the goods within a further 14 days.
You are responsible for the direct cost of returning unwanted goods unless the goods are faulty, damaged, incorrectly supplied, not as described, or we have agreed to cover the return cost.
Please obtain proof of postage. We recommend using a tracked service, particularly for higher-value items.
Refund following cancellation
We will refund the price paid for the returned goods and the cost of our least expensive standard delivery option.
If you chose a more expensive or enhanced delivery service, we are not required to refund the difference between that service and our least expensive standard delivery option.
We will process the refund within 14 days after receiving the returned goods or satisfactory evidence that they have been sent back, whichever happens first.
The refund will be made to the original payment method unless you expressly agree otherwise.
Our voluntary 30-day returns policy
In addition to your statutory rights, you may request a change-of-mind return within 30 days of receiving your order.
Items returned under this voluntary policy must be:
- Unused, unworn, unwashed and not submerged in water
- Clean, unsoiled and in a resalable condition
- Returned with the original labels and product packaging where supplied
- Complete, with all parts and accessories included
You may inspect and try on an eligible item as you would in a shop. Please wear suitable underwear when trying on swimwear.
For change-of-mind requests made outside the statutory 14-day cancellation period, original delivery charges are not normally refunded. This does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.
Handling products and deductions from refunds
You are responsible for any reduction in an item’s value caused by handling beyond what is reasonably necessary to establish its nature, characteristics and fit.
We may make a reasonable deduction from the refund where legally permitted if excessive handling, wear, damage, staining, washing, water use or damaged packaging has reduced the product’s value.
We do not apply an automatic £5 packaging fee. Any deduction must reflect the actual reduction in value and will be explained to you.
Hygiene-sensitive and disposable products
The right to cancel may not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been opened or broken after delivery.
This may include sealed disposable swim briefs, nappy liners and other sealed hygiene-sensitive products.
Swimwear is not automatically excluded from cancellation or withdrawal rights simply because it is swimwear. A hygiene exception will only be applied where the legal conditions for that exception are met.
These exceptions do not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.
Sale items
Sale and discounted items have the same statutory consumer rights as full-price items.
Eligible sale items may also be returned under our voluntary returns policy unless a lawful exclusion is clearly stated before purchase.
Faulty, damaged or incorrect items
Please contact info@incywincy.net as soon as possible if an item is faulty, damaged, incorrectly supplied, not of satisfactory quality, not fit for purpose or not as described.
Please include your order number, a description of the problem and photographs where appropriate. Do not dispose of or return the item until we have provided instructions.
Where the item is confirmed as faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with your statutory rights. This may include a refund, repair or replacement.
We will cover reasonable return costs where the law requires us to do so. We may provide a prepaid return method or ask you to supply a postage receipt.
Exchanges
If you need a different size or product, please contact us before returning the item.
Depending on availability, we may help arrange an exchange or advise you to return the original item and place a new order. Additional delivery costs may apply to a voluntary exchange and will be confirmed before payment.
An email address is required if we need to send an invoice or payment request for an exchange.
Refunds
When a returned item is received, it will be inspected. We will contact you if further information is required or if the return cannot be accepted under the voluntary returns policy.
Approved refunds will be made to the original payment method. Your bank or payment provider may take additional time to display the refund after it has been processed.
If you have not received an expected refund, check your account and contact your bank or payment provider. You can then contact us at info@incywincy.net.
Gifts
Refunds are normally made to the original payment method used by the purchaser. If an item was purchased as a gift, the person who paid for the order will normally receive the refund.
Returning an item
Unless we provide different instructions, returns should be sent to:
Incy Wincy Ltd
Unit 10 Metro Centre
Toutley Road
Wokingham
RG41 1QW
United Kingdom
Please include your name, order number and enough information for us to identify the reason for the return.
For a voluntary change-of-mind return, you are responsible for the return postage. Please obtain proof of postage and consider using a tracked service.
EU customers: right of withdrawal
This section applies to consumer orders delivered to countries in the European Union. It does not apply to purchases made wholly for business purposes.
EU consumers have the right to withdraw from most online purchases within 14 days without giving a reason and without paying a cancellation or administration fee.
The withdrawal period begins after you, or a person nominated by you other than the delivery company, receives the goods.
If one order is delivered in separate parcels, lots or pieces, the withdrawal period begins after the final item, lot or piece is received.
If the withdrawal deadline falls on a weekend or public holiday, it is extended to the next working day.
How to exercise your EU right of withdrawal
You must clearly tell us that you wish to withdraw before the 14-day period expires. You can:
- Use the returns and cancellations option on your customer account orders page.
- Email info@incywincy.net and include your name, order number and a clear statement that you wish to withdraw.
- Use an order-management or withdrawal link supplied in an email or text message notification, where available.
- Complete and send the model cancellation and withdrawal form shown at the end of this page.
You do not have to give a reason for withdrawing.
If you submit a request through the online withdrawal function, you will be asked to confirm the request. We will send an acknowledgement by email or another durable method, including the date and time the request was received.
Returning goods after EU withdrawal
After notifying us that you wish to withdraw, you must send the goods back within a further 14 days.
You are responsible for the direct cost of returning unwanted goods unless we have agreed to cover it or failed to tell you before purchase that you would be responsible for that cost.
Please obtain proof of postage and use an appropriate tracked service.
EU withdrawal refunds
We will refund the payments received from you for the returned goods, including the cost of our least expensive standard delivery option.
If you selected a more expensive delivery service, we are not required to refund the additional amount above our least expensive standard delivery option.
We will process the refund within 14 days of receiving your withdrawal request. We may withhold the refund until we have received the goods or you have supplied satisfactory evidence that they have been returned, whichever happens first.
The refund will be made to the original payment method without a cancellation or administration fee, unless you expressly agree otherwise.
You may inspect the goods as you would in a shop. We may make a reasonable deduction if handling beyond what was necessary to establish the nature, characteristics and functioning of the goods has reduced their value.
EU hygiene exception
The right of withdrawal does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons if they were unsealed after delivery.
This may include sealed disposable swim briefs, nappy liners and other sealed hygiene-sensitive products.
Swimwear is not automatically excluded from the right of withdrawal. Any hygiene exception will be applied only where the legal conditions are met.
The hygiene exception does not remove your rights if an item is faulty, damaged, incorrectly supplied or not as described.
International returns outside the European Union
Customers outside the United Kingdom and European Union should contact info@incywincy.net before returning an item so that we can provide the appropriate return instructions.
Unless the law in your country provides additional rights, you are responsible for international change-of-mind return postage.
Please mark the parcel as returned goods where appropriate. Nothing in this policy limits mandatory consumer rights that apply in the country where you live.
Tax and customs charges
Applicable taxes are calculated using the delivery address and information available at checkout.
Customers outside the United Kingdom may have to pay local import duties, taxes, customs charges or carrier fees. Unless checkout expressly confirms that these charges are included, they are the responsibility of the recipient.
Model UK cancellation and EU withdrawal form
You may copy and complete this form, but you are not required to use it:
To: Incy Wincy Ltd, Unit 10 Metro Centre, Toutley Road, Wokingham, RG41 1QW, United Kingdom
Email: info@incywincy.net
I hereby give notice that I cancel or withdraw from my contract for the sale of the following goods:
Order number:
Product or products:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Customer’s email address:
Signature, only if this form is sent on paper:
Date:
Changes to these terms
We may update these Terms and Conditions when our services, delivery arrangements or legal obligations change. The terms displayed when you place your order will apply to that order, together with any mandatory consumer rights.
Governing law
These Terms and Conditions are governed by the laws of England and Wales. If you live outside England and Wales, this does not deprive you of any mandatory consumer protections that apply in your country of residence.
Contact us
If you have questions about an order, delivery, cancellation, withdrawal, return or refund, contact:
Email: info@incywincy.net
Telephone: +44 (0)118 956 0295