FREQUENTLY ASKED QUESTIONS (FAQ)

Table of Contents

FREQUENTLY ASKED QUESTIONS (FAQ)

We have provided a list of answers of the most frequently asked questions in the FAQ section. If you have further questions, please contact us.

BRAND & HISTORY

  • What is the SWANS story ?

    SWANS is a brand of protective eyewear products that was developed by YAMAMOTO KOGAKU, a company that has been in the business of creating high-quality protective eyewear since 1911. YAMAMOTO KOGAKU has focused on developing new technologies based on proprietary light-controlling techniques to create innovative and effective protective glasses and lenses for working people and athletes.
    The SWANS brand was created to offer the best sports gear for athletes, providing high-quality protective eyewear that can enhance their performance and protect their safety. Over the years, SWANS has expanded its product line to include a diverse range of glasses and lenses that have supported people's lives for more than a century.
    Today, SWANS is known for its innovative and high-quality protective eyewear products that are trusted by athletes and working people around the world. The company remains committed to its founding corporate principle of creating a culture promoting a high quality of life for people as its contribution to society.

ONLINE PURCHASE

  • My order didn’t go through. What can I do?

    Please contact our Customer Care Team via live chat, contact form or swans@lingble.com.

  • My order has been declined – do I need to place a new order?

    Please contact our Customer Care Team first via live chat, contact form or swans@lingble.com.

  • Why should I set up an account?

    Creating an account on the SWANS website comes with several benefits. By signing up, you will be able to move through the checkout process more quickly, manage your personal information, and track your orders. In addition, members receive exclusive discount campaigns and promotions.
    Create your account here.

  • How to redeem coupon code?

    The ''Enter Promo Code'' box is inside your shopping cart. Click on the shopping cart icon and it will bring you to the page where you can apply the coupon code under ''Enter Promo Code'' box.

  • Can I change my order after it is placed?

    Once we ship out your order, it would be difficult. Please contact our Customer Care Team first via live chat, contact form or swans@lingble.com.

  • Can I choose the currency that I prefer?

    The currency depends on the ship-to-country and is fixated automatically upon check-out.

  • What forms of payment does SWANS accept?

    SWANS accepts the following forms of payment: MasterCard, VISA, American Express, JCB, DinersClub, Discover card, Alipay, Wechat Pay and PayPal.

  • When will my credit card be charged?

    Your credit card will immediately be charged upon purchase.

  • How do I reset my account password?

    Please click "Login and hit the "Forgot your password?" button, enter your email address to receive a password reset link.

  • How can I receive the latest news and updates?

    Without logging-in:
    You can either subscribe when you get the newsletter pop-up box, or you can scroll down to the bottom of each page until you see the ''Subscribe Newsletter'' box on the right-hand side.
    After logging-in:
    Go to 'My account' >> ''Email Subscription'' and click ''Edit''

  • How can I unsubscribe to newsletter?

    After logging-in, go to 'My account' >> ''Email Subscription'' and click ''Edit''.

  • How can I cancel my order?

    Once we ship out your order, it would be difficult. Please contact our Customer Care Team first via live chat, contact form or swans@lingble.com.

  • How do I order online at SWANS global ?

    Start shopping with us by using your preferred delivery country - ''Shipping Destination'' at the bottom left of our website . Shop by category to select your item. Click “Add to cart” to add the item to your cart and proceed to checkout. You can also search for your preferred item by using our search function. Choose to place your order as either a guest or sign into your SWANS account for a speedier, more efficient check out. To complete your purchase, enter your data including shipping address. Then click on '' Next- Payment'' to fill in your billing address and payment details. Check all required details are filled properly and hit ''Place Order''. Your shipment should now be on the way!
    If you have any questions, please don’t hesitate to reach out to our Customer Care Team by via live chat, contact form or swans@lingble.com. They will be happy to assist you with any inquiries you may have.

SHIPPING & DELIVERY

  • How fast is the delivery?

    Our customers typically receive their orders within 5-7 days of shipping.
    Most East Asian countries and North America: 4-5 days
    Rest of World: 5-7 days

  • Where do you ship my order from?

    Japan.

  • I cannot find my country on the country selector. Can I still order from you?

    Certainly. If your country is not listed on the country selector, please select 'Other Locations'. Please note we do not ship to below countries from global site:
    Afghanistan
    Belarus
    Congo
    Crimea
    Cuba
    Iran
    Iraq
    Japan
    Lebanon
    Liberia
    Libya
    Moldova
    North Korea
    Russia
    Somalia
    Sudan/South Sudan
    Syria
    Tajikistan
    Yemen
    Zimbabwe

CUSTOMS/TAXES

  • Do I need to pay taxes and duties to the courier upon delivery?

    We ship on a DDP (Delivery Duty Paid) basis, which means that all custom duties are included in the product price. There may be instances in which additional taxes need to be paid. Any such additional taxes will be calculated according to your specific address and itemized at checkout.

  • What should I do if the courier asks me to pay taxes and duties

    Please contact our Customer Care Team first via live chat, contact form or swans@lingble.com.

STOCK

  • How can I be notified if the product I want is back in stock?

    When a particular size/color of an item is out-of-stock, you can click on the size/color selector and ''Notify Me'' link will show up. Please enter your email address and then click ' Submit'. You will not receive any confirmation email upon submission but will receive a notification when the item is back in stock.

  • Can I purchase a product that I have seen from your Japan website?

    No, we usually do not offer international shipment from the Japan website.

RETURNS/EXCHANGES

  • What is the return policy?

    ● Returns and exchanges must be initiated within 10 days of receiving your order.
    ● Products to be returned or exchanged must be shipped by the later of (i) 10 days of receiving your order and (ii) 3 days once the return/exchange request is confirmed.
    ● All returned items must be in their new and original condition: unused, unwashed, unworn and with tags attached.
    ● All accessories and items accompanied by items originally (such as cases, user manuals, and spare parts) must also be returned.
    ● No returns or exchanges for discounted items are accepted.
    ● Returns that do not meet the above requirements will not be accepted.
    ● You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.
    ● We appreciate your caution when trying on our products, especially those with delicate lenses that can be easily smudged or scratched. Please note that we reserve the right not to process a full refund or re-ship the item back to you at your cost if the condition of the returned item (including the brand box) does not allow us to resell it.
    For details, please refer to Returns & Exchanges.

  • Can I return a product that was bought during sale?

    No returns or exchanges for discounted items are accepted.

  • Do I have to bear the return shipping costs?

    Yes. You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

  • What are the estimated shipping costs?

    Please contact your preferred courier with tracking service for a quote.

  • How can I return my order?

    First check if your order fulfills the return policy and contact our Customer Care Team via live chat, contact form or swans@lingble.com next.

  • Can I return an item that I bought online to a local store ?

    Unfortunately no.

  • How long does it take for a refund to be issued?

    Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact Customer Care Team via live chat, contact form or swans@lingble.com next.

  • What should I do if the product I have just received seems defective?

    Please contact Customer Care Team via live chat, contact form or swans@lingble.com immediately.

WARRANTY

  • What kind of warranty do you offer?

    If you experience an initial failure or defect with your product that is newly bought from the SWANS Global site, please contact us to request a return or replacement.
    You do not need to register for a warranty if your product is purchased from the SWANS Global site since we can retrieve the online purchase record.
    Our warranty policy covers sunglasses with a 2-year warranty from the date of purchase. We offer one-time free repair services for lenses or frames and cover all related shipping expenses on a one-time basis. Simply reach out to our Customer Care Team via live chat, contact form or swans@lingble.com.

REPAIR & CARE

  • How to take care of my swimming goggles?

    To preserve the life of your goggles and keep them in good condition we recommend you follow these rules:
    - Spend a minute cleaning the lenses after every swim.
    - By gently washing them in clean running water you can remove any chlorine or harmful chemicals that will shorten their lifespan.
    - Don't ever use soap or detergent though as they are a natural enemy of the anti-fog coating.
    - If you cannot remove chlorine or harmful chemicals, sebum stains, please drop one or two drops of neutral detergent to a tub of water and lather to clean. Please do not scratch or rub the inside of the lens.
    - After washing, leave your goggles to air-dry shade in a flat position. If they are left wet in your kit bag they'll most likely grow bacteria and mould.
    - Do not leave goggles in direct sunlight for prolonged periods, this may affect the durability of the straps.

  • How to take care of my sunglasses?

    Please refer the instruction manual included in your purchase. Simply reach out to our Customer Care Team via live chat, contact form or swans@lingble.com.

  • Do you repair my SWANS item? What information I should provide?

    SWANS is solely responsible for the quality of products sold on this global website. Customers who have purchased SWANS' products from SWANS's distributors, retailers, or resellers of any sort should contact the original sellers for direct assistance with any quality issues or warranty claims.
    If you have a SWANS item that is purchased from this global site and needs repair, please provide us with the following information first via live chat, contact form or swans@lingble.com:
    - Email address used to place the order - Product photos of the model and issues

  • How long does it take for repair and what would be the costs?

    The length of time for the repair process and the cost of repairs varies depending on the product and the specific issue. Here is some general information on repair time and costs:
    Repair time: If the repair parts are available, it usually takes about two to three weeks to complete the repair process. However, the repair time may vary depending on the specific product and the extent of the repairs needed.
    Repair costs: The cost of repairs also varies depending on the product and the specific issue. Please let us know which part and which model you want to repair, and we can provide you with an estimate for the cost of repairs.

OTHERS

  • Where are SWANS products manufactured?

    For our swimming products, we manufactured them in Tokushima, Japan. While for sunglasses and snow goggles, they are manufactured in Awaji, Hyogo, Japan.

  • Can you help authenticate the SWANS product that I have bought from another online retailer?

    - To assist us determining the authenticity via pictures, please provide us with the information of where you have bought the product.
    - If you can send the product back to us physically then we can confirm. The shipping costs of both ways will be covered by the customer.

PRODUCT INFORMATION - SWIMMING GOGGLES

  • What are the benefits of wearing swimming goggles?

    · Protect against water pressure, reducing the risk of discomfort and reduced vision
    · Develop underwater confidence in those learning to swim, heightening the learning process
    · Prevents chlorine from entering the eyes, reducing irritation
    · Reduces the risk of children failing to effectively wash the chlorine from their eyes following a swim
    · A barrier against inconsistent water management - Any water which does not provide equivalent pH values to that found in the human body will lead to irritation
    · Occasionally, chlorine fails to destroy all of the organic matter present in the pool, leaving traces of ammonia - goggles protect against this
    · Failing to use eyewear in non-chlorinated water can dry out the eye, resulting in irritation
    · Provides a barrier against stray arms, legs, training aids or toys from coming into contact with the eye, reducing risk of injury
    · Protection against UV rays when swimming outdoors
    · Regulates light transmission to wearers preference thanks to choose of coloured lenses

  • What are the differences between racing and training goggles?

    Racing goggles reduce water drag, and improve performance. They are generally of a higher value than the training goggles because of the technology/research involved in their production. Training goggles are generally more comfortable but are specifically designed for regular training.

  • How to find perfect swimming goggle fit?

    We recommend that when trying a pair of goggles on you follow the instructions below.

    1- Open eyes wide
    2- Place goggles over eyes without securing the strap
    3- Relax face and release hold

    If the goggles stay in place for a few seconds you have the correct size; if not then the goggles are not fit your face.

    OR

    1- Position the goggles into the eye sockets to determine if the goggles are comfortable. You should feel a slight suction.
    2- Stretch the head strap over the back of the head to rest at a 45 degree angle on the crown of the head. Adjust the strap so the goggles are a firm fit. Tightening straps does not always prevent water leaking.
    3- Ensure the nose bridge is adjusted correctly. Individual size nose bridges are ideal for difficult to fit faces i.e. large noses, wide faces, and high nose bridges.

  • What is premium anti-fog (PAF)?

    'Premium anti-fog'' is crowned with a coat that enhances anti-fog performance that is even higher than our standard anti-fog coat. SWANS swimming goggles with ''premium anti-fog'' which use hydrophilic anti-fog technology with increased hydrophilic component is more durable.

  • What are MIT lenses?

    MIT means Mirror Insert Technology. By processing the mirror coat, which is originally processed on the front side of the lens, between the lenses, it prevents the mirror coat from peeling off even if the lens surface is scratched.

  • When is polarized lens useful?

    It is suitable for use in open water held at the sea or lake, outdoor pools in fine weather, indoor pools with bright lightings etc. You can use it comfortably because it suppresses the light reflected on the water surface and ensures clear visibility.

  • When are swimming goggles with photochromic function useful?

    It is useful in environment such as open water and outdoor pools where the weather changes.

  • What should I do when there is a water leak from my swimming goggles?

    You may need to adjust the nose belt or belt. Without wearing the belt on your head, put the eyecup against your face and check if it feels like it is sticking to your face. If it does not stick to face and come off immediately, please refer to the follow method and adjust it once.
    -Adjust the tightness of the belt but be careful not to make it too tight
    -Change the size of the nose belt
    -If the cushion is designed to be removed, check that the cushion is attached correctly

  • How do I choose swimming goggles?

    You may use below questions to guide you for the suitable swimming goggles:
    1. Are you looking for adult goggles or junior goggles?
    2. Do you swim for leisure or professional training? If you're planning on being active in the pool or participating in triathlons, it’s important to choose a pair that offers good peripheral vision and a secure seal around the eyes. For recreational swimming and snorkelling, look for wider frames with adjustable straps that lay flat against your eyes.
    3. Are you short-sighted/far-sighted that you need lenses to accommodate such?
    4. Do you prefer clear or tinted lenses?
    5. Do you prefer lenses with premium anti-fog technology?
    6. Do you prefer mirrored or polarised lenses?
    7. Do you need wider lenses for enhanced peripheral vision? Curved lenses for increased performance and enhanced wide view to help ensure you can focus on your swim.

  • How do I choose prescription swimming goggles?

    Prescription swimming goggles are sold as lenses for each eye. There is no distinction between left and right side. In addition, assembly parts such as nose and belt parts are sold separately.

PRODUCT INFORMATION - SUNGLASSES

  • How much UV rays can be blocked by SWANS sunglasses?

    Ultraviolet rays can damage not only the skin but also the eyes. It has been pointed out the prolonged exposure to strong sunlight not only causes painful inflammation, but also contributes to eye damages. All the lenses used by SWANS (except some Yamamoto products for special purposes) block more than 99.9% of harmful UV rays regardless of the lens color.

  • Does the ability to cut ultraviolet rays have a lifespan?

    The UV-absorbing material contained in the lens does not deteriorate over time. However, it is affected by damage to lens itself, such as scratches and breakage.

  • What do the polarized lenses do?

    Polarized lenses have a special function that effectively cuts the glare of reflected light (polarized light) and reflected light. There is a correlation between the degree of polarization and the brightness of the lens, so light-colored lenses tend to have a low degree of polarization.

  • What is ultra lens?

    'ULTRA LENS'' is a lens with a function that enhances visibility by emphasizing a special color gamut according to the purpose and application, so that the object can be clearly seen. Since the color gamut that should be emphasized varies depending on the sports and environment, SWANS is optimizing them through joint research with professional athletes for each category.

  • What are color-changing photochromic lenses?

    A photochromic lens is a special lens that changes its color (darkness) depending on the intensity of sunlight (amount of ultraviolet rays) automatically in all weather conditions.

  • Do you have glasses that can be worn with prescription glasses?

    There are products such as overglasses and clip-ons that can be worn over eyeglasses.

  • Can I order prescription sunglasses?

    -We do not offer prescription lenses for sunglasses. Please purchase the optic frames and bring them to eye specialist for prescription lenses.

  • How do I choose sunglasses?

    You may use below questions to guide you for the suitable sunglasses:
    1. Do you wear sunglasses mostly for sports or leisure? If it is for sports, what kind of activity is that?
    2. Do you need the sunglasses to be lightweight?
    3. Are you short-sighted/far-sighted that you need lenses to accommodate such?
    4. Do you prefer clear or tinted lenses?
    5. Do you need a photochromic function?

PRODUCT INFORMATION - SNOW GOGGLES & HELMET

  • What is anti-fog PAF?

    It means Premium Anti-Fog which is particularly effective among all anti-fog coatings. It controls fogging with double the water absorption capacity of conventional products.

  • How much UV rays can be blocked by SWANS snow goggles?

    Ultraviolet rays can damage not only the skin but also the eyes. It has been pointed out the prolonged exposure to strong sunlight not only causes painful inflammation, but also contributes to eye damages. All the lenses used by SWANS (except some Yamamoto products for special purposes) block more than 99.9% of harmful UV rays regardless of the lens color.

  • What are MIT lenses?

    MIT means Mirror Insert Technology. By processing the mirror coat, which is originally processed on the front side of the lens, between the lenses, it prevents the mirror coat from peeling off even if the lens surface is scratched.

  • What is ultra lens?

    'ULTRA LENS'' is a lens with a function that enhances visibility by emphasizing a special color gamut according to the purpose and application, so that the object can be clearly seen. Since the color gamut that should be emphasized varies depending on the sports and environment, SWANS is optimizing them through joint research with professional athletes for each category. In the case of snow scenes, SWANS snow goggles can clearly show the unevenness of the snow surface, especially in low light.

  • What do the polarized lenses do?

    Polarized lenses have a special function that effectively cuts the glare of reflected light (polarized light) and reflected light. There is a correlation between the degree of polarization and the brightness of the lens, so light-colored lenses tend to have a low degree of polarization.

  • What are photochromic lenses?

    Photochromic lenses change color (darkness) of lens according to the change in the amount of ultraviolet rays and can be used in various time zones and weather conditions, such as daytime or nighttime, fine weather to snowfall.

  • What is heat lens?

    Using electricity from the battery, the transparent heating element built into the lens warms the lens itself, removing fogging and freezing. It ensures clear vision even in severe environments and safe riding.

  • The fan of the turbo snow goggles does not stop indoor. Is it a malfunction?

    The turbo goggles are used in environment from -20 degrees Celsius to several degrees Celsius. In the environments above 10 degrees Celsius, the amount of moisture present in the air is so high that the sensor determines that the humidity is high and the fan continues to run. On the slopes, it stops when the humidity is low, and rotates and exhausts when humidity rises.

  • What can I do when the goggle belt is too short when using the helmet?

    The belt can be lengthened by using the belt clip which is sold separately.

  • How to choose snow goggles?

    There are two major points in selecting the snow goggles:
    -Choose a model that fits your face well. Make sure there are no suffocating or gaps which can be a problem in nose fitting.
    -Some lenses are effective only in certain environments, so check their characteristics, brightness (visible light transmittance), etc.

  • How to choose a snow helmet?

    There are 3 things to consider when choosing a helmet:
    -Choose a model that fits your head tightly. In particular, make sure that the tightening of temporal region is not too tight.
    -Strength and weight are different for racing and leisure, so choose according to the purpose.
    -Check the compatibility of the goggles and helmets you are using, such as whether there are any extreme gaps or interference.