Re: Broken Bag

DearAlex, Thank you for reaching out, and I’m sorry to hear you’re having trouble with the zipper on the pouch. Could you please confirm if you’ve already tried the troubleshooting steps we shared in our previous email? Just to recap, here are the steps: Hold the pouch close to the zipper area to keep the fabric taut while slowly trying to move the zipper back and forth. Check if any fabric may be caught in the zipper teeth and gently ease it free if so. Try placing the pouch flat on a surface to help reduce tension on the zipper. Apply a very small amount of clear lip balm or mild soap to the zipper teeth to help it glide more smoothly. If the zipper is still stuck after trying them, kindly let us know and provide a few clear photos of the concern (including the zipper area) so we can properly assess the issue and advise on the next steps. Kindest, Crystel

Dear Alex, Thank you for sending the photos and for taking the time to try all of the troubleshooting steps we suggested. I'm very sorry to hear that the pouch zipper remains stuck, especially after only one use. We completely understand how frustrating this must be, particularly when you were looking forward to enjoying your new swimsuit. While this issue appears to be related to the pouch rather than the swimsuit itself, we certainly want to make things right. As a one-time exception, we'd be happy to offer you a replacement item of your choice from our collection (of the same price as your original order). Please let us know your top 3 choices (Style + Top/Bottom sizes + bottom shape if applicable) of styles currently online and we will check availability to send. A few things to keep in mind: Since this is a one-time exception, the replacement will not be eligible for further exchange, replacement, or refund requests in the future. The replacement will be shipped to the original address used at the time of purchase (unless you’d like it sent elsewhere—just let us know!). We look forward to hearing back! Kindest, Nikka

OTE NON-CX FA EX: 2316421NA Issue: Bag > Zipper (with bikini inside) / https://prnt.sc/jj6pDs55Xy0h SM Approved - Let's offer a new set of her choice (not valid for ex/rf)

Dear Alex, Thank you for getting back to us. I have filed a request to have your new items shipped out straight away. A new order confirmation has been sent to the email used upon purchase and the tracking number will follow in the next 1-2 business days. Note: as we are making an exception, the exchange items can no longer be approved for another exchange or refund. I have also put through a request to refund the price difference for your exchange. A credit will automatically be applied to the original payment method within 10 business days and a notification email will be sent once complete In regards to the damaged item, no need to send this back. Your RA number for the replacement is: 2316421NAEX Kindest, Joanna

OTE NON CX FA EX 2316421NA / 2316421NAEX PROCESSED: June 10, 2026 New Order: 2359181NA

Hi Alex, You're most welcome! Should you need further assistance, don't hesitate to send us an email. We are always here to help! Kindest, Joanna