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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.


I have 2 San Lorenzo size Small bottoms and one is larger than the other, why is that?
San Lorenzo bikinis are manufactured at two separate factory locations. In some cases, there may be sizing discrepancies.


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.


What are your office hours and when are orders processed?
The Online Store office hours are Monday through Friday, excluding holidays, from 9:00 AM Hawaiian Standard Time until 5:00 PM Hawaiian Standard Time. Similarly, orders are processed Monday through Friday from 9:00 AM until 3:30 PM Hawaiian 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 First Class Shipping with Insurance (2-8 business days): $5.00 per item
Domestic Priority Shipping with Insurance (2-3 business days): $18.00
Domestic Express Shipping with Insurance (1-2 days): $25.00
International First Class Shipping (2-8 weeks): $12.00 per item
International First Class Shipping with Insurance (2-8 weeks): $14.00 per item
International Priority Shipping with Insurance (6-10 business days): $30.00
International Express Shipping with Insurance (3-5 business days): $50.00
[Please keep in mind, International Shipping estimates do not include the time your package will spend in your local customs office.]


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. If your package was mailed using First Class Shipping without insurance, all inquiries regarding lost packages should be directed to USPS. San Lorenzo Bikinis is not responsible for lost packages. However, if you selected an insured shipping method and you are worried your package may be lost or damaged, San Lorenzo Bikionis may file a claim with our shipping processor. Please keep in mind that claims for lost parcels must wait 21 days for Domestic, 45 days for International and 60 days for shipments to Italy. Damage claims may be filed immediately. Finally, no claims may be filed 90 or more days from the shipment date.


San Lorenzo Bikinis filed a claim for me and I haven't heard anything yet? Are you shipping me new bikinis?
Unfortunately, insured shipping does not guarantee any refunds, reimbursements or re-shipping of merchandise. However, if we have filed a claim for you, we will be in touch with you via phone or email once the status of your claim has been updated. We strive to inform our customers of the status of their claim in a prompt and timely manner.


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.


I ordered my package Express but it hasn't shipped yet, why is it being held?
Orders are only processed on weekdays during business hours, excluding holidays. Orders placed after 3:00 PM Hawaiian Standard Time on Friday will be processed the following Monday. Additionally, any order (including Express and Priority) in which the billing address provided does not match the card used to make the purchase will be held. A customer service representative will reach out via phone or email in order to obtain a valid address. In some cases, a photo or screenshot of a bank statement will be required. Orders will be held for 5 business days. If you do not provide a valid billing address within that time frame, you will be issued an online store credit. Upon using the online store credit, you will again be asked to provide a valid billing address.


RETURNS & EXCHANGES

The bikini I ordered is too small, can I get a refund?
We want you to love your new bikini! However, if your purchase didn't meet your expectations, 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.


I refused your shipment because the taxes were too high? Can you ship it to me again and claim a lower value?
No, San Lorenzo Bikinis is required to the exact value of package contents. The customer is responsible for paying all taxes and duties. If you package is returned to our office for any reason, you will be contacted via email.


I placed a few items on hold over a month ago and when I called your office I was told they were no longer on hold, why is that?
Items placed on hold are only kept for the allotted exchange timeframe. Exchanges are only accepted within 30 days from the original order date. If your items on hold have exceeded that timeframe, the merchandise will be placed back into our inventory system.


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.


I had items in my cart during a sale or promotion and when I purchased the items I was charged full price?
Our sales and promotions are completely automated and end exactly at the time they are designated to. If you add items to your cart during a sale and the sale ends before you have completed your order, you will be charged full price for the items.


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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