Frequently Asked Questions - FAQ's
Frequently Asked Questions - FAQ
How should I care for my swimsuits?
To maintain the pristine condition of your swimsuit, we recommend hand washing it separately with cold water and a gentle soap after each use. Avoid soaking and dry it in the shade. Do not pack wet suits with other garments and avoid keeping them balled up, especially when wet. Please refrain from dry cleaning and minimize contact with sunscreens, oils, chlorine, and rough surfaces to prevent fading and damage to the fabric.
How should I try on my garments?
To maintain hygiene and ensure all items remain in pristine condition, we highly recommend that you try on all swimwear over undergarments. Please also avoid applying lotions, oils, or deodorants before trying items on, as these can transfer onto the fabric. Due to the intimate nature of our products, any item returned with signs of wear—including stains (even those made during the try-on process), scent, damage, or missing hygiene liners—will be denied and sent back to you. We reserve the right to refuse any return that does not meet these standards.
What size should I order?
Explore our detailed sizing guide, which you can find at the bottom of any page under 'Useful Links,' for personalized recommendations. If you prefer a more personal touch, connect with our dedicated customer service team through our on-site chat. Alternatively, feel free to reach out to us via email at contactus@riotswim.com.
Why do I need to authorize my payment for orders over $500?
For your security, we require payment authorization for orders over $500 to prevent unauthorized charges. You’ll receive an email requesting confirmation—just reply to approve, and we’ll process your order. Please note, delays in responding may result in shipping delays. If you have any questions, our customer service team is happy to help!
Can I shop in my currency?
Absolutely! Simply scroll to the top right of the Shop Now page, above the shopping bag icon, and select your preferred currency for a seamless shopping experience.
What payment methods do you accept?
We proudly accept PayPal, Mastercard, Visa, American Express, Apple Pay, Afterpay, Shop Pay, and Klarna to offer you a variety of convenient payment options.
Will I be responsible for duties and taxes?
We want to kindly inform you that Riot Swim is not responsible for customs clearance fees or any customs-related delays in your country. Our online store prices do not include overseas duties or customs charges. These fees are determined by your local customs office and are not within our control. We recommend checking your country's customs charges before placing an order.
Please note that Riot Swim cannot be held responsible if your country's postal authority fails to notify you of pending customs duties and taxes. To avoid any potential delays, we suggest keeping a close eye on your shipment using the provided tracking number.
What is Route Package Protection and should I add it to my order?
Route Package Protection is an optional service we offer at checkout to help safeguard your order against lost, stolen, or damaged packages. By adding Route to your purchase, you’ll be able to file claims directly through the Route app or website and receive faster resolutions for issues like missing deliveries or transit damage—without having to wait for a carrier investigation.
If you opt out of Route Protection, Riot Swim is not responsible for lost, stolen, or damaged packages once your order has been marked as delivered. In that case, we will assist you by filing a claim with the carrier, but please note that no refund, replacement, or store credit will be issued until the carrier's investigation is completed, which can take several business days.
We highly recommend adding Route at checkout for extra peace of mind and quicker claim processing in case anything goes wrong during delivery.
How can I track my order?
Once your order is processed and shipped, you will receive a confirmation email with a tracking number from the carrier. In case you haven't received this email, please contact us immediately at contactus@riotswim.com and our team will assist you promptly.
When can I expect my order to arrive?
Once your order has been processed, Ground Shipping will take approximately 3–5 days, and Priority Shipping will take 2–3 days. Please note that these transit times are estimates and may vary depending on the destination.
Can I make changes to my order?
Once an order is placed, we’re unable to make changes or cancel it. Please be sure to review your order carefully before completing your purchase. If you have any questions before placing your order, feel free to contact our customer service team—we’re happy to help. Please note: Riot Swim is not responsible for incorrect information entered at checkout. If an incorrect shipping address is provided and the order is delivered to that address, we are unable to issue a refund or replacement. Double-check all shipping details before submitting your order to ensure smooth delivery.
What is a pre-order?
A pre-order allows you to secure an item in advance, even before it becomes available. Not all items are available for pre-order, and they usually include new season pieces or restocks of popular items. When placing a pre-order, the full order value will be charged, and the item's estimated time of arrival (ETA) will be listed on the item's page. Please note that the ETA may change due to production schedules, and we will keep you informed of any updates.
What if my order arrives faulty, damaged, or with a missing item?
While we thoroughly inspect all items before shipping to ensure the highest quality, if you encounter any issues such as a missing or faulty/damaged item, please promptly email us at contactus@riotswim.com and notify us within 24 hours. Our team will review the matter and provide timely assistance.
What is a customer account?
A customer account offers a secure platform where you can conveniently view all your orders, save payment methods, and manage shipping addresses for a faster checkout experience. You can create an account at riotswim.com or during the checkout process.
What is your returns policy?
We value your satisfaction and strive to make your shopping experience seamless and enjoyable.
Please note that full-priced items are eligible for returns. If you're not completely satisfied with your purchase, you can return it for a full refund of the item cost and applicable taxes within 7 calendar days of delivery. Shipping costs and insurance, however, are non-refundable.
To be eligible for a refund, items must be unworn, unwashed, and in their original condition, including all tags and hygiene liners.
Missed the 7-day window? No worries—you can return your purchase within 8 to 14 days for store credit under the same conditions: items must remain unworn, unwashed, and in their original condition with all hygiene liners intact.
Please remember that all sale items, including those purchased during sale periods such as Black Friday or Cyber Monday, are final sale and not eligible for returns. Gift cards are also final sale.
Why is there a 20% restocking fee for my order?
The 20% restocking fee is applied to cover the costs associated with processing and returning your items to our inventory. This includes quality checks, repackaging, and ensuring that our stock levels are accurate and up to date. We aim to maintain the highest standards for all our customers, and this fee helps us manage our inventory efficiently. If you have any further questions or concerns, please feel free to reach out—we’re here to help!
Need your order by a specific date?
We strongly recommend selecting Express shipping at checkout to help ensure your package arrives on time.
Please note: Riot Swim does not refund shipping fees if Express shipping is delayed by the carrier. While we do our best to get your order out quickly, delays once the package is in transit are unfortunately outside of our control.
Are returns free?
Once your return request is approved, we ask that you ship the merchandise back to us within 7 calendar days using the return label we provide via email. Please note that a return fee of $8 will be deducted from your refund or store credit to cover the cost of return shipping.
What if a promo code or gift card isn't working?
If you encounter any issues with a promo code or gift card not working, we recommend copying and pasting the code at checkout or reviewing the terms and conditions to ensure its validity. If the problem persists, please email us at contactus@riotswim.com and we'll assist you further.
Are promo codes transferable or reusable?
No, all promo codes are one-time use only and cannot be transferred or applied to a new order. If you used a discount code on a previous purchase, it will not carry over to future orders. If a new promotion is available at the time of your next purchase, you are welcome to apply it at checkout.
Where can I find your privacy policy and terms and conditions?
For detailed information about our privacy policy, terms, and conditions, please refer to our website at riotswim.com under the customer info section.
How do I redeem my points?
To redeem your points, click on the shopping bag icon located at the bottom right of the homepage screen, log in to your account, and click on "Ways To Redeem." From there, you can view your points and apply them to your order during checkout.
If you have any further questions or need assistance, feel free to contact us at contactus@riotswim.com. Our team is here to provide you with exceptional support.