Refund policy

Exchanges and returns 

Returns must be made within 14 days of the delivery date for a full refund. For exchanges, such as a different size, color or style, you have 30 days from the delivery date to start this process. 

How to return in item:

1. Log in here to register your return 

2. You will receive an email with return instructions once we have approved your return request

3. If exchange: Place a normal order on the new items you want to change to (order within 24 hours to avoid return fee)

4. Prepare your package for return and make sure all items meet our return conditions

 

Exchange rules

All products that are returned must be exchanged to avoid a return fee. Your exchange order is registered by us automatically when the customer orders with the same name and email. If you paid for shipping on your original order, this will be refunded with the returned products when the return package is received. 

If for some reason you are unable to log in, please send us an email at support@sosterswim.no with your order number and the items to be returned, and we will provide a return link and instructions.

Our return address is Holtbråtveien 143, 1449 Drøbak. Please note that items must be returned through our designated shipping partner to ensure proper handling. Unfortunately, we are unable to collect return packages at pick-up locations.

Return Requirements

We only accept returns of items that are:

• Unworn

• Free from stains, makeup, or signs of use

• With all original tags and hygiene stickers intact

Returns that do not meet these requirements will be automatically rejected.

Rejected items can be returned to you upon request. A fee of EUR20/NOK200/USD20 will apply to cover the cost of return inspection, repackaging, shipping, and the time spent by our warehouse team.

Return fees (not applied when exchanging products):

Return of 1-4 products: 79 NOK

Return of 5-8 products: 129 NOK

Return of 9 or more: 179 NOK

International orders: Flat return fee of EUR20/NOK200/USD20

 

Non-returnable items:

Final sale items

Gift cards

Products not in original condition

Products without tags

Products showing signs of wear or damage

Refunds

We will notify you when we have processed your return, and we will inform you of your refund status. Approved refunds will be credited to your original payment method. Please be aware of potential processing delays from your bank.

Complaints/defects/warranty:

At Søster Swim, we prioritize the quality of our products. In the rare event that you receive a defective or damaged item, please contact us immediately at support@sosterswim.no with pictures of the problem and your order number.

All complaints must be reported as soon as the defect is discovered – ideally upon opening the package – to ensure a legitimate claim. Our complaints policy includes the following options:

Replacement: You can return the item to us and we will send a replacement as soon as possible.

Gift Certificate: Alternatively, you can choose to receive a gift certificate equal to the value of your claim.

Our warehouse assesses all returned items against a consistent quality standard for all customers. If a returned item is not approved, it will be sent back to you, and no warranty applies.

For any potential complaint, always contact support@sosterswim.no with detailed information, pictures and your order number. We only handle serious inquiries in order to maintain fairness and quality.

Thank you for your understanding and cooperation!

Uncollected packages

All our orders are sent directly from our warehouse. It is not possible to change/cancel an order once it has been placed. A charge of EUR20/NOK200/USD20 will be added for uncollected packages to cover the cost of returning it and handling costs.