General FAQ

How can I contact you?

You can contact our customer service team either by email or by contact form which are located at https://kato-swim.com/contact/. We respond quite promptly between 9am and 5pm on working days.

What are your full terms and conditions?

Our full terms and conditions comprise our Terms and Conditions, and our Privacy Policy.

What are cookies? Do I need to enable cookies in my browser?

A cookie is a small amount of data, often consisting of an anonymous unique identifier which helps websites to maintain consistent user preferences (like remembering items in a shopping cart) as a user navigates around a website.

If you want to add products to your cart and access your account information you need to have cookies enabled in your browser. If you are using a shared computer, please log out of your account before leaving the computer unattended to protect your information.

Please view our Privacy Policy for more information on how we use cookies.

What is your ABN?

Our ABN (Australian Business Number) is 67 164 401 263 and our ACN (Australian Company Number) is 164 401 263.

Ordering

How do I order online?

Once you have added all your items that you want to buy to your online shopping cart, simply click the shopping bag icon at the top right hand corner of our website. This will take you to your cart review page where you can:

Proceed to the checkout, here you can login if you are an existing member, or proceed without creating an account.

Use Paypal Express, which will use your paypal settings to auto-fill part of the checkout form.

Do I need an account to place an order?

Not at all. We’ve designed our website so you don’t need an account to make a purchase.

Who do I contact if I need help with my order?

You can contact our customer service team either by email or by contact form which are located at https://kato-swim.com/contact/.

Can I change or cancel my order?

Yes, up until the point where your item has been posted. We endeavour to post your order within 1 working day and orders have been posted within 1 hour of confirmation of purchase, so contact our Customer Care team as soon as possible and we will do our best to change or cancel your order.

If your order has already been posted and you need to return it, have a look at our Returns & Exchanges policy.

Do you offer lay-by or do you hold products for purchase at a later date?

No, all items must be ordered and paid for in full at the time of purchase.

How will I know if my order has been successfully processed?

We send confirmation emails within 30 minutes of a successful order. If you have not received an email please check your junk or spam folder and add ‘kato-swim.com’ to your safe senders list.

If you are having trouble receiving emails from us please contact our Customer Care team.

Payments

What payment methods does Kato Swim accept?

We accept both credit card (VISA, MasterCard and American Express) and Paypal payments.

Is it safe to use my credit card online at Kato Swim?

Yes! At Kato Swim we are committed to providing a safe and secure checkout and protecting your privacy. We strive to ensure that your credit card and personal details are kept safe at all times.

Pages that require personal information of payment details are protected by GeoTrust Secure Socket Layering (SSL) using 256 bit encryption. This technology ensures safe Internet transmission of your personal information between your browser and our server.

All payment methods are directed through secure third party payment gateway services. We use PayPal and eWay as our gateway services. Both are PCI DSS Compliant Payment Gateways which is the industry standard for secure credit card payments. Credit Card data is encrypted during this process and our servers do not store your credit card information. Credit Card data is never stored on our servers.

What is PayPal?

PayPal is a payment method for online purchases. It enables buyers to send and receive money online. When you purchase online with PayPal, you don’t disclose your credit card or other financial information to the business.

How do I sign up for PayPal?

Do I need a PayPal account to make a purchase with PayPal?

You do not need an account with PayPal to make a purchase, simply choose to pay with PayPal at our Checkout. When you’re directed to the PayPal website you can click ‘Pay with a Credit or Debit Card’ without creating a PayPal account.

Products & Prices

What size should I order?

We’ve written a thorough Size Guide to help you determine which size will be perfect for you. We’ve also listed our measurements for each size on every product page.

You can also contact our Customer Care team directly through our Contact Page so we can find the perfect fit for you.

The item I want is out of stock. Will it be back in stock?

Unfortunately no. We have very limited collections so once they have sold out we move on to the next collection.

Is there somewhere I can go to view the product before purchasing?

We only sell online so you get the best price on your products, and unfortunately we do not own a physical store. Please contact our Customer Care team if you have any questions about our products.

Are your prices in Australian Dollars (AUD)?

Yes, all our prices are quoted in Australian Dollars (AUD).

Do your prices include GST and other taxes?

All of our claimed taxes are displayed on your invoice on purchase. We do not adjust the prices of our products for GST, if it is claimed then it will be inclusive in the price of the product.

We are a small business and at times we are not required to claim for GST, hence some sales may quote tax as charged at $0.00.

Returns & Exchanges

How do I request a return or exchange?

Simply contact returns@kato-swim.com with our returns or exchange request and we will provide you with further details. You should also view our Returns & Exchanges policy to see what returns and exchanges we offer.

What is your returns and exchanges policy?

Can I return items with hygiene seals?

Items with hygiene seals can only be returned if the seal is intact. When you try on our products, please ensure that it is tried on over your own underwear and the hygiene strip remains in place.

When will I receive my refund?

Returns postage to us can take anywhere from 2 to 7 days. Once we have received your item we will process your request within 1 business day. Please be aware that there may be delays with your financial institution when we process the refund.

How will I be refunded?

We always refund to the same financial institution and account that the original order was placed.

Shipping

Which countries do you ship to?

Currently we are only able to deliver goods Australia wide.

When will my order be shipped and when will it arrive?

We post our orders within 1 business day. Depending on the shipping method chosen, deliveries can take anywhere between 1 to 7 days. You can view a detailed description of our shipping methods here.

Do you offer tracking on orders?

Yes we do. Tracking on Standard Shipping is limited and mainly includes time and location of postage and time and location of delivery. Express Shipping offers full tracking by Australia Post.

How much does delivery cost & do you offer free delivery?

We charge a flat rate of $5 for Standard Delivery and $10 for Express Delivery. We also offer free delivery on orders over $100.

Will I have to sign for my delivery?

To ensure you get your package we provide Signature on Delivery as standard for all our delivery services. If you would like to waive this feature please let us know by contacting our Customer Care team before your item has been posted.

What happens if I'm not home when my package arrives?

Australia Post will leave you a notice that the package was not successfully delivered and return the package to the Post Office listed on their notice for you to pick up at your convenience. Please note that you will need ID to collect your delivery from the Post Office.

Do you deliver to P.O. Boxes?

Yes we do, but we do not offer signature on delivery as Australia Post does not support this feature for P.O. Boxes.

Accounts

How do I create an account?

You can create an account by registering here. Creating an account is easy and means you can save your cart and your details for later.

I've forgotten my password. What should I do?

You can reset your password when you log in. You can log in by clicking the person icon in the top right hand corner of this page.

How do I update my details on my account?

You can change your details when you manage your account. You can manage your account here.

How do I unsubscribe from your newsletter?

In each newsletter email we send there is an unsubscribe link. Please follow that link to unsubscribe from our newsletter.