Hello,
I am writing to request a refund for my order.
I placed this order expecting a 3-5 business day delivery and paid an additional $20 for shipping. Unfortunately, the package did not arrive until 11 days after I placed the order. Had the order arrived within a reasonable timeframe, I would not have needed to return it because it would've came with me as I travel. In addition, I am currently out of state and not at the delivery location. I will not be back for several weeks, which makes managing the return extremely difficult. I have already experienced difficulty with the return process, and given the significant shipping delay that was outside of my control, I do not believe it is fair for me to pay return shipping costs. I've never had issues with the brand as well as the shipping time so it was definitely a longer than expected wait.
Considering the circumstances, I would greatly appreciate a full refund or a voucher for another time. Thank you for your time and consideration.
Order number 2318190NA
AGENT2026-06-10 21:06:03· email/helpdesk
Hi Anujin,
Thank you for reaching out, and we're very sorry to hear about your experience.
We completely understand your frustration. We appreciate that you placed your order expecting delivery within the estimated timeframe, especially as you intended to take the swimwear with you while traveling. We can certainly see how disappointing it must have been for the package to arrive significantly later than expected, and how the timing has made the return process much more difficult now that you're away from the delivery address.
As a gesture of goodwill, we have approved an extension on your return timeframe to allow you additional time to send the item back once you are able to access it.
While we are unable to refund the original shipping fee, we'd love to offer complimentary shipping on your next purchase with us. Simply send us an email when you're ready to place your order, and we'll provide you with a unique free shipping code. We hope this helps make up for some of the inconvenience caused by the delay.
Once you have returned the items, please reply to this email with a copy of your return postage receipt showing the tracking number and courier used. This will allow us to monitor the return shipment and process your refund as soon as the parcel arrives back at our warehouse.
Thank you for your understanding, and please let us know if you have any questions in the meantime. We're happy to help.
Kindest,
Joan xx
AGENT2026-06-10 21:06:41· email/helpdeskINTERNAL
#2318190NA / D012202907685 | 6/11: SM approved return extension + Granted free SF on next purchase