Shipping policy
Shipping Policy
This Shipping Policy explains how we ship orders placed on zwim.com. Orders are sold by ZEN8 Sports Ltd (registered in England and Wales), trading as ZWIM, and fulfilled from warehouses in the United Kingdom and the European Union.
1. Where we ship
We currently ship to:
- United Kingdom
- European Union and EEA — all 27 EU member states plus Iceland, Liechtenstein, and Norway
- United States (lower 48 states; Alaska, Hawaii, and US territories on request)
We do not currently ship to other countries. If you are unsure, contact support@zwim.com before ordering.
2. Processing time
Most orders are processed and dispatched within 1–3 working days of payment. Pre-orders and bundle launches may take longer; the estimated dispatch window is shown at checkout and in your order confirmation.
We do not process or dispatch orders on UK or Portuguese public holidays.
3. Delivery times and carriers
These are typical delivery times once an order has been dispatched. Actual times depend on the destination, the carrier's network, customs (where relevant), and seasonal volumes.
| Region | Typical delivery time | Standard carriers |
|---|---|---|
| United Kingdom | 1–3 working days | Royal Mail, DPD, Evri |
| European Union and EEA | 3–7 working days | DPD, DHL, GLS |
| United States | 5–10 working days | UPS, FedEx, USPS |
We may use other reputable carriers where it makes sense for your order.
4. Shipping costs
Shipping costs are calculated at checkout based on the destination, weight, and shipping speed you choose. We may run free-shipping promotions or include shipping in bundle pricing — those will be shown at checkout.
5. Taxes and import duties
United Kingdom: prices include UK VAT.
European Union and EEA: prices include applicable VAT at the rate for your destination (we ship under the EU IOSS / OSS schemes where relevant). You should not pay further import VAT on delivery.
United States and other destinations outside the EU and UK: prices shown on the website are exclusive of US sales tax, federal duties, and import charges. Where applicable:
- We may collect estimated duties and taxes at checkout under a Delivered Duty Paid (DDP) arrangement and pass them to the carrier. If we do, we will say so clearly at checkout.
- Otherwise we ship Delivered Duty Unpaid (DDU). The carrier or customs may ask you to pay import duties, US state sales tax, and any handling fees on delivery. These charges are your responsibility.
If you refuse to pay duties on delivery and the parcel is returned to us, any unrecoverable charges may be deducted from your refund.
6. Tracking your order
When your order is dispatched we send you a confirmation email with a tracking number and a link.
If your tracking has not updated for more than 7 working days after dispatch, contact support@zwim.com and we will look into it.
7. Delivery addresses
Please double-check your delivery address at checkout. We can usually update an address while the order is still being processed, but once a parcel is dispatched we cannot change it.
We do not currently deliver to:
- PO boxes (UK and EU),
- forwarding agents in countries we do not ship to,
- military or APO/FPO addresses (US).
If your address is one of these and you place an order, we may have to cancel and refund.
8. Lost, delayed, or damaged parcels
Delays. Most delays are short and resolve themselves. If your parcel is significantly later than the estimated window, contact support@zwim.com.
Lost in transit. A parcel is treated as lost when the carrier confirms it cannot be located. We will then send a replacement or refund you in line with our Refund and Returns Policy.
Damage on arrival. Take photos before fully unpacking if the box looks damaged, then email support@zwim.com within a reasonable time (ideally within 7 days). Do not throw away the damaged item or packaging until we have confirmed the next step.
Risk in the goods passes to you on delivery. Where the law gives you stronger protection (for example, under the UK Consumer Rights Act 2015 or EU consumer law), that protection applies.
9. Returns
For information on returning an order, please see our Refund and Returns Policy.
10. Changes to this policy
We may update this Shipping Policy from time to time. The version that applies to your order is the version published on our website at the time you placed the order.
11. Contact
For shipping questions:
Email: support@zwim.com
ZEN8 Sports Ltd (trading as ZWIM)
7 Bell Yard, London WC2A 2JR
United Kingdom