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FAQs

General

How can I join GS ambassador programme?

Generally, we accept new members to our ambassador programme every October, however you’re welcome to apply at any time and if we don’t have ambassadors in your area, you can be accepted into the programme earlier.  You can find more information on how to apply here.

How do I become a GlideSoul Model?

We organise photoshoots all around the world and would love to hear from you if you’re interested in getting involved. If you are interested in modelling our waterwear, please send your information and portfolio to marketing@glidesoul.com

Can you support the event / girls community in our area?

We’re big believers of supporting girls’ and women’s water sports communities around the world and get involved in lots of events to help promote women’s water sports. If you are the organiser of an event and are interested in GlideSoul, please send information about your event to marketing@glidesoul.com

Who do I contact to become a retailer?

If you are interested in stocking GlideSoul products in your store, please contact sales@glidesoul.com

Who do I contact if I'm with the press or the media?

We’re always happy to hear from photographers, magazines, models and influencers who would like to collaborate with us or want our input on a feature. We’re open to requests and are also available for commentary on women’s watersports and fashion. Contact marketing@glidesoul.com for any press enquiries.

Do you have a catalogue?

At this time we are not sending out print catalogues.

How do I redeem a voucher on the online shop?

You can redeem your voucher by entering the voucher number in the box on the checkout page. The voucher amount will then be automatically deducted from your order total.

Do you have an affiliate programme?

Yes we run a GlideSoul affiliate programme. If you are interested in joining us, please contact marketing@glidesoul.com for further details.

Order

How can I pay for my order?

We accept all major Credit/debit cards:

  • American Express
  • MasterCard
  • Visa

Other forms of payment:

  • Gift Cards
  • PayPal

Just note that for your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Will I receive a confirmation email when I place an order and when it’s dispatched?

Absolutely, we send you regular emails regarding the status of your order so keep an eye on your inbox.

Can I cancel my order?

After you place your order, you won’t be able to make any changes, or cancel that order. Once your order arrives, you are very welcome to return any unwanted items by following our enclosed returns instructions.

Can I change my order?

After you place your order, you won’t be able to make any changes to it. Once your order arrives, you are very welcome to return any unwanted items by following our enclosed returns instructions.

What should I do if I receive faulty or incorrect item? 

We do our best to make sure this doesn’t happen, but if we do send you the wrong item, or an item you receive is faulty, please take a photo of it and email it to us along with your original order confirmation to our Customer Service team at contact@glidesoul.com We’ll then be in touch to arrange getting the correct item to you.

Can I exchange the item?

We offer exchanges and/or replacements for items where you require a different size, or different colour of the same style, subject to product availability. We’ll process exchanges within 5 business days of receiving your returned item back to our GlideSoul warehouse.

You can find more information about how to return items to us here:

Technical questions

Do I have to register before I make any purchases on the online shop?

No, we don’t require you to set up an account to purchase from our online shop, you’re welcome to checkout as a guest and will have the option to register later if you change your mind.

I forgot my password – what should I do?

If you forget your password, you can request that it be sent to you by clicking on "Forgot Password" on the log-on screen. You will soon be sent an email at the address you gave us when you registered. This email will contain the password you can use to log back in.

How can I unsubscribe from your newsletters

You can unsubscribe from our newsletter at any time using the Unsubscribe button in the footer of our Newsletter. This will not affect any emails confirming new orders and dispatch information.

Why am I experiencing problems when entering my payment details?

Your bank may use a 3D Secure Payment system to ensure additional security for online credit and debit card purchases. If you're having difficulty with this feature, we recommend contacting your bank for advice.

How can I contact you?

You can find all our contact information here

Delivery

In which countries do we deliver?

You can find the list of the countries here

If you did not find the country here, please contact our client service for delivery options contact@glidesoul.com

Please note: Further charges may apply in line with your individual Country’s Tax regulations.

How much are the delivery charges?

You can find all information about our delivery charges here. If you did not find your country listed, please contact our client service for delivery options contact@glidesoul.com

Can I have the order sent to a different address to the billing  address?

Absolutely! When entering your information online during checkout, you can give both an invoice address and a different delivery address.

Please note that the invoice address and the delivery address have to be in the same country.

Can I change my order afterwards?

Unfortunately it is not possible to change your order afterwards. You can return the items by using the enclosed return label and place a new order in our online shop.

Is the package already on its way?

Once your order has been accepted and dispatched, you will receive a confirmation email containing the tracking number, which allows you to track the status of your delivery.

My order has not arrived?

Once your order has been accepted and dispatched, you will receive a confirmation email containing the tracking number, which allows you to track the status of your delivery online. If you have any problems with your delivery, please feel free to contact our customer care at contact@glidesoul.com

Returns

How long do I have to return my items that do not fit?

If you would like to return your item, please contact our customer care at contact@glidesoul.com

*If you're not satisfied with your purchase, return the product(s) in new and unworn condition in the original packaging with the tags still attached within 30 days from the date of an online purchase for a full refund.

*Except for special sale “no return” items. “On Sale" items are not returnable.  Sale items may only be exchanged for another size or colour in the same style, subject to availability.

You can find all information about returns here

How can I exchange items?

We offer exchanges and/or replacements for items where you require a different size, or different colour of the same style, subject to product availability. We’ll process exchanges within 5 business days of receiving your returned item back to our GlideSoul warehouse.

You can find more information about how to return items to us here:

How do I get my money back?

When you return an item, you will receive a full refund of the purchase price paid for the order, within 10 working days after we have received the original item(s) back to our warehouse. The refund will be issued to the original card/account.

How long do I have warranty on the products of GlideSoul?

The length of our warranty varies across different products, so please visit the product description section of the item or read our product information sheet here.

Please note that our warranty covers defects of workmanship and materials, but does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and material through time, exposure or extensive use.

If you have any questions about warranties on GlideSoul products, you can contact our Customer Service team at contact@glidesoul.com

What should I do if I receive a damaged or defective item?

We do our best to make sure this doesn’t happen, but if an item you receive is damaged or defective, please take a photo of it and email it to us along with your original order confirmation to our Customer Service team at contact@glidesoul.com We’ll then be in touch to arrange getting a replacement  item to you as soon as possible.

What should I do if I receive the wrong item?

Our team work hard to make sure all orders are fulfilled correctly, but if we shipped you the wrong item by mistake, please take a photo of it and email it to us along with your original order confirmation to our Customer Service team at contact@glidesoul.com We’ll then be in touch to arrange getting the right item to you as quickly as possible.