Shipping policy
Shipping Policy
Thanks for shopping with Splash'd®. This policy explains how we ship our products, estimated delivery times, and what to do if something goes wrong along the way.
Order Processing & Shipping Times
For the majority of our products, it usually takes us 3–7 days to fulfil an order, after which it's shipped out to you.
Shipping time depends on your location:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- Other international destinations: 10–20 business days
Down Puffer Vests & Puffer Jackets: Production time for these items is approximately 12 days, with shipping taking a further 8–15 business days after production is complete.
Where Your Order Ships From
- Swim Leggings, Rash Guards, and other swimwear: We work with an on-demand fulfilment company with facilities worldwide, so your order ships from the closest fulfilment facility to you.
- Down Puffer Vests & Jackets: Shipped from our fulfilment partner in China.
Order Tracking
You'll receive a tracking link via email when your order ships. If you have any questions about your tracking or shipment, drop us a line at team@splashd.co.
Customs, Duties & Import Taxes
Additional customs and tax fees may apply to international orders. These fees are not within our control and are assessed by your local customs office. Customs policies vary by country, so please check with your local customs office directly to see whether duties and taxes apply to your purchase.
- US orders – Swim Collection: Manufactured and shipped from Mexico, so they may not incur additional US import tariffs.
- US orders – Down Puffy Vests & Jackets: Manufactured and shipped from China, and may attract import tariffs, customs duties, taxes, or brokerage fees upon arrival.
Any such charges are solely the responsibility of the customer. Splash'd® does not cover or reimburse customs charges, import duties, tariffs, taxes, or any related fees imposed by the destination country.
My Order Hasn't Arrived
If your order should have arrived but hasn't, please help us out by doing the following before getting in touch:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Check with your neighbours in case the courier left the package with them
If the shipping address was correct and the package wasn't left at the post office or with a neighbour, contact us at team@splashd.co with your order number.
If you find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Lost or Missing Parcels
All Splash'd shipping methods include tracking, although accuracy may vary between carriers. If it's past the estimated delivery date and you still haven't received your order, the package may be lost in transit. Please reach out to team@splashd.co and we'll follow up with the courier.
If the parcel is deemed Lost in Transit by the courier, we'll organise a replacement for you.
Important: If the parcel is marked as 'Delivered' by the courier and Proof of Delivery is supplied, we do not offer a replacement. Please check with your neighbours and local post office in these cases.
Damaged or Mislabelled Items
We have a three-step quality control process, but in rare cases mislabelled items may slip through or get damaged in transit. We'll provide a replacement in these situations — please reach out to team@splashd.co with photos of the damage to both the packaging and contents.
Damaged or mislabelled parcels must be reported within 7 days of receipt, and contact must be made with our team to authorise a replacement or return.
Wrong Item Sent
If you've received the wrong item, we're very sorry for the mix-up. Please email photos of the incorrect item and a brief description to team@splashd.co, and we'll process a replacement as soon as possible.
Please contact us within 7 days of receiving the incorrect item.
Delayed Orders
We provide estimated shipping times, but delays can occur due to high order volumes, customs processing, or carrier issues. If your delay is outside the expected timeframe, please reach out to team@splashd.co once it is more than 7 days past the estimated delivery window, and we'll follow up with the courier.
Incorrect Address
If a shipping carrier is unable to deliver your order due to an incorrect, incomplete, or illegible address, it will be returned to us. An additional shipping fee will be required to re-ship to the correct address. We will reach out to confirm the correct shipping address before resending.
Unclaimed Deliveries
If delivery has been attempted and your parcel remains unclaimed or undeliverable, it will be returned to us. Re-shipment requires an additional shipping fee to be paid before the order can be sent again.
Please note: if multiple delivery attempts are unsuccessful, no refund will be issued for the order.
Shipping During Chinese New Year
Our puffy vests and puffy jackets are produced in China, where Chinese New Year (also known as Spring Festival) is the most important holiday of the year. During this period, factories, warehouses, and shipping carriers across China close so workers can return home to their families — much like Christmas in Western countries.
What this means for your order:
- Production typically slows down 1–2 weeks before the holiday as workers begin travelling home
- Factories are fully closed for approximately 1–2 weeks during the holiday itself
- Operations gradually ramp back up over the following 2–3 weeks as staff return
Key dates for 2027:
- Chinese New Year falls on 6 February 2027
- Expect production delays from approximately early February to early March 2027
- Orders placed during this window may take an additional 2–4 weeks beyond our usual shipping times
Our recommendation: If you'd like your puffy vest or jacket before the slowdown, please order by mid-January 2027. Otherwise, please allow extra time for delivery — we'll get your order moving the moment our makers return to work.
Thank you for supporting Splash'd and for your patience during this special cultural holiday.
Contact Us
For any shipping-related questions or concerns, please email us at team@splashd.co and we'll be happy to help.
Mother + Muse Pty Ltd trading as Splash'd® ABN: 11 694 489 079 Registered Office: C/- YK Partners, Level 1, 268-270 Rosslyn Street, West Melbourne, VIC 3003 Email: team@splashd.co Website: splashd.co
