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San Lorenzo Bikinis Frequently Asked Questions

(808)-723-5290
info@sanlorenzohawaii.com



SIZING

How do I know what size I am?
In general, San Lorenzo Bikinis run VERY SMALL. All full-priced SL bikinis feature sizing recommendations in the tab named “Size Chart.” However, please keep in mind that all of our bikini styles run slightly differently in terms of sizing. All sizing recommendations are our best estimate. Unfortunately, we cannot guarantee a perfect fit.


OUT OF STOCK

The item I am trying to purchase will not add to my cart, why can’t I purchase it?
If an item will not successfully add to your cart, that indicates that the item is currently out of stock. Please contact us by phone or email to inquire about whether or not the item will be restocked.


ORDER PROCESSING

I did not receive a confirmation email, did my order go through?
All orders are processed automatically. The confirmation page immediately following placing your order acts as an order confirmation until your merchandise has been shipped. Once it has been shipped, you will receive a confirmation email stating your tracking number and other information regarding your order.


Can I change or cancel my order?
Due to our efforts to ensure that you receive your order as quickly and as accurately as possible, we are unable to cancel or make changes to your order after your order has been placed.


When are orders processed?
Orders are processed Monday through Friday from 9:00 AM until 5:00 PM Hawaii Standard Time, excluding holidays. All orders placed after 3:30 PM on Fridays, including those selecting Priority and Express shipping, will be shipped the following Monday, excluding holidays. However, please keep in mind that order processing time varies due to order volume. During large sales and promotions, high order volumes may result in delayed order processing.


SHIPPING & TRACKING

What are my shipping options?
The fees and timing details of our current shipping options are detailed below:
Domestic First Class Shipping (2-8 business days): $4.00 per item
Domestic Priority Shipping (2-3 business days): $18.00
Domestic Express Shipping (1-2 days): $25.00
International First Class Shipping (2-6 weeks): $12.00 per item
International Priority Shipping (6-10 business days): $30.00
International Express Shipping (3-5 business days): $50.00


How do I track my package after its been shipped?
As soon as your package is shipped, you will receive an email notification confirming the shipment. The email will provide you with the tracking number for your package. Your tracking number can be researched at USPS.com.


My package still has not arrived and I was supposed to have received it by now. Can you re-send my merchandise? I’m worried my package might be lost, what should I do?
Unfortunately, we are not able to re-send any merchandise after your original order has been shipped. Once a package has left our office, it is in the care of the United State Postal Service. All inquiries regarding lost packages should be directed to USPS. San Lorenzo Bikinis is not responsible for lost packages.


My tracking information says my packaged was “Returned to Sender”, do I have to pay for shipping again?
If an order is placed on www.sanlorenzohawaii.com and then refused or returned to our office for any reason, you will be responsible for the original shipping costs as well as any duties, taxes and/or customs charges that were incurred in shipping the package.


RETURNS & EXCHANGES

The bikini I ordered is too small, can I get a refund?
Merchandise purchased online is eligible for exchange or online store credit only, no refunds for any reason. However, items purchased from our “SALE” section are final sale.


I bought something in one of your retail stores, but I want to exchange it. Can I do so online?
Online merchandise may not be returned or exchanged at any of our retail stores. Additionally, merchandise purchased in our retail stores may not be returned or exchanged online.


How do I return my merchandise? Do I have to pay for shipping?
Customers are responsible for the cost of shipping merchandise to be returned and/or exchanged. Merchandise must be in its original, unaltered condition. Merchandise must be unwashed and unworn with all tags and hygienic liner attached. Please fill out the return form included in your package and send it back with your merchandise. If your return form is not filled out accurately or in full, your return may be rejected by our Returns Processing Department. Additionally, all returned merchandise will be inspected for damages. Returns may also be refused if there is any sign of damage on the merchandise. All returns that do not meet the requirements of our return policy will not be accepted. Refused merchandise will be mailed back to the shipping address associated with the original order. All returned merchandise should be shipped to the following address:
1122 Koko Head Avenue, Suite 3
Honolulu, HI 96816
We recommend using traceable mail as San Lorenzo Bikinis is not responsible for lost packages.


I live nearby, can I just come to your office to drop off my return?
No. For security purposes, customers are not permitted to drop off merchandise in person.


I bought something a few months ago. Can I return it if I have never worn it?
We must receive your merchandise within 30 days of the original order date. Returns made beyond the 30 day limit will be refused. However, items purchased from our “SALE” section are final sale.


How soon will my exchange be processed?
Returns may take up to 30 days to process. Exchanges will be mailed via USPS and online credit codes will be sent via email. You will be notified via email once your returned merchandise has been processed.


The return form is asking for my payment information, how do I determine my balance due?
If you selected an “online store credit”, you are not required to provide your payment information, and there is no balance due. However, if you selected “exchange”, you will be required to fill out your payment information for the cost of shipping your exchanged merchandise to you. Additionally, if there is an difference in the cost of the merchandise you are exchanging, you will be responsible for that cost as well.


I wanted to exchange my bikini for something else, why was I emailed an online store credit?
If the online return form is not filled out accurately, you will be immediately emailed an online store credit.


I was sent a defective item, can I send it back for a refund?
No, all sales are final and non-refundable. However, you may be eligible for a store credit or exchange. All product defects should be reported to our Customer Service team within 30 days of the original order date. A photo of the defective merchandise should be emailed to info@sanlorenzohawaii.com. The photo will then be reviewed and the customer will be contacted via email regarding the defective merchandise.


STORE CREDIT

I have a store credit for San Lorenzo Bikinis Online, can I use it in one of your stores?
No. Online credits may not be redeemed in any of our retail stores. Online credit codes are valid for up to 3 months and may be used toward any online merchandise, which includes all of our swimwear, clothing and accessories.


How do I use my online credit code?
To redeem your credit with us, type your code in the “Coupon Code/Promotional Code” box on the “Payment” page at checkout. Please note that online credit will not be applied to shipping costs and may not be combined with any promotional codes.


INTERNATIONAL INQUIRIES

What currency is the site in?
All dollar amounts on sanlorenzohawaii.com are presented in U.S. currency. For more information on conversion fees, please contact your bank.


Do you ship outside of the United States?
Yes, we ship internationally. Please visit our “Shipping” section to review shipping costs. However, please keep in mind that we are unable to predict estimated duties and taxes as this information will vary by country. Additionally, we are not able to predict the amount of time that your package will remain at your local customs office.


Are international packages traceable?
Our ability to track a package shipped internationally varies on the country it is being shipped to. However, no tracking is available for international First Class Shipping. Because San Lorenzo Bikinis is not responsible for any lost packages, we highly recommend selecting Priority or Express shipping for all international orders.


GIFT CARDS

I have a gift card for one of your stores, but I don’t live nearby. Can I use it online?
No, gift cards are store-specific. Gift cards purchased in our retail stores may not be redeemed online.


SALES & PROMOTIONS

I saw a promotional code advertised on social media, how do I apply the discount?
To apply the discount, type your code in the “Coupon Code/Promotional Code” box on the “Payment” page at checkout.


How do I know if there are any current sales and promotions?
Be sure to follow us on social media and join our mailing list to stay up-to-date on our latest sales and promotions.


Does San Lorenzo Bikinis offer price adjustments or price matching?
No, San Lorenzo Bikinis does not offer price adjustments or price matching. Additionally, we cannot retroactively apply discounts.


I bought something during a sale but it doesn’t fit, will I still get the sale price if I exchange it?
Sale prices will only be honored if the merchandise being exchanged for is the exact same style and collection. Outside of size exchanges, customers will be responsible for the difference in cost. Some exclusions apply.


I have an online store credit and am trying to combine it with a promotional code, why isn’t it working?
Online credit codes may not be combined with promotional codes.


RETAIL STORES

Where can I find a San Lorenzo Bikinis store near me?
For a list of San Lorenzo Bikinis stores, visit the “Store Locator” section located in the bottom left-hand corner of this page.


If I don’t have a San Lorenzo Bikinis store near me, how can I buy your bikinis?
As well as our retail stores and www.sanlorenzohawaii.com, San Lorenzo Bikinis are also available at a number of retailers. Please visit the “Retailers” section for a full list.


SALE & CLEARANCE

I bought something from the Sale section, but I don’t like it. Can I return or exchange it?
No, items purchased from our “SALE” section are final sale.


ONLINE MERCHANDISE

Do you sell any other swimwear besides San Lorenzo Bikinis?
Yes, in our “Designer Swimwear” section, we feature a number of other designer swimwear brands.


Do you sell any clothing or accessories online?
Yes, please visit our “Clothing” and “Accessories” sections to view the wide variety of merchandise we currently have available.


Do the San Lorenzo retail stores carry the same merchandise as the online store?
Not necessarily. To inquire about retail store merchandise, please contact that store directly.


CHILDREN’S SWIMWEAR

What is the age range for you selection of kid’s bikinis?
The sizing of our children’s swimwear varies from style to style. However, in general, we recommend the children’s section for bikini-wearers under the age of 12.


WHOLESALE

I am interested in buying your bikinis in bulk, should I place an order online?
No, all wholesale inquiries should be directed to wholesale@sanlorenzohawaii.com


OTHER

I cannot find the answers to my questions, how do I reach Customer Service?
For general questions regarding our merchandise, sizing or policies, we encourage our customers to contact us via Live Chat, located in the bottom right hand corner of your screen. For specific questions regarding an order or exchange, please contact us via phone at (808)-723-5290 or email at info@sanlorenzohawaii.com.




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