Please read carefully before contacting our support team.
What currency do you charge?
What payment methods do you accept?
We accept most major credit cards and paypal.
Will I have to pay taxes & duties on international orders?
Customers are responsible for Taxes & Duties.
Upon delivery, if you do not pay the Taxes & Duties due by your countries customs office your order will be forfeited and not refunded. Please send us an email with any questions regarding International shipping charges you're unsure about.
What size am I?
Please visit our size guide, or contact us at firstname.lastname@example.org with any queries you have.
My bikini doesn’t fit, what do I do?
We offer exchanges for store credit within 14 days of receiving order on all unworn items excluding sales & sale items. Store credit will be issued upon return of the order & inspection.
When will my order arrive?
Your order is packed and shipped within 1-3 days of your purchase. Please bear in mind when choosing 1-Day Shipping option.
- Average delivery time for domestic orders is 3-7 business days.
- Average delivery time for international orders is 5-10 business days
We ship Monday - Friday, with the exception of USA holidays on California Pacific Time.
What if I received the wrong item?
If you received the incorrect item, please let our customer service team know by contacting email@example.com . Please add your Name and Order # in an email and a member of our Support Team will get back to you as soon as possible.
In the rare case that you received the incorrect item, we will be happy to send you the correct one at no additional cost, along with a return label for the incorrect item.
What if I put in the wrong address?
If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address. We cannot guarantee that we will be able to change it. We ship orders quickly.
What if I received a damaged item?
We will happily replace a damaged item or re-ship you an item if you received something incorrectly upon arrival.
What if my package was returned to sender?
If your package is returned to us for any reason you will be responsible for paying for the package to be sent again.
Do you ship internationally?
Most likely yes, with a few exceptions. You can proceed to the checkout and our system will let you know.
How much does it cost to ship my order?
We offer real time shipping rates depending on your address. At the checkout, your shipping cost will be calculated.
I didn't receive my tracking #, where do I get mine?
Please send us an email with your Name & Order # and this request to firstname.lastname@example.org
How can I track my order?
A tracking number will be provided when your order has been shipped. Please be patient, as tracking information can take a few days to update.
What if my order is lost, stolen, or damaged?
If you have added insurance to your order using 'Route' at the checkout and your order has been lost stolen or damaged, please file a claim at https://claims.route.com?claims=1 , enter your email and order number & Route will help you with your claim & solve within 3-5 business days, international's orders will take up to 10-20 days.
What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.
What is Route Protect?
Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.
Purchased Route Protect and need to file a shipping issue? File here
Route Refunds vs Reorders
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
What are Route’s Policies?
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout.
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
How do I file a shipping issue for my lost, stolen or damaged order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here.
Haven’t downloaded the app yet? Download here
Does Route Protect cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.