Shipping & Returns
Returns
To start a return, click here.
Returns are accepted within 30 days of the order date. The 30 day period runs from the date the order is placed, not the date it is delivered.
We hope you love your purchase, however, if for any reason you would like to return your order, we will happily refund any full priced items returned within that 30 day period.
Sale or discounted items may be returned for a store credit. This includes purchases made with a store credit or discount code. We do not offer refunds on sale or discounted items unless required by law.
Items must be returned in their original packaging, unworn and undamaged, with the tags and the hygiene liner still attached.
CLEARANCE items are final sale and can not be exchanged or returned unless the item is faulty, or where otherwise required by law.
Refunds will be processed using the original form of payment. Credits will be processed to your online account and provided as a store credit code.
Refunds and credits will be processed in the amount of original purchase less any postage and taxes, unless the goods returned are faulty or not as ordered. For orders with free shipping a $10 restocking fee will be applied.
Refunds and credits are issued once your return reaches us, not on proof of postage.
Parcels not meeting our returns policy will be returned to sender (you may need to pay additional postage).
For details on consumer rights regarding returns and refunds, you can gain more info here- https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund#-no-refund-signs-and-expired-warranties.
We recommend you send your return with 'signature on delivery' tracking as we cannot be held responsible for items lost in transit.
Right of Withdrawal
Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.
To exercise your right of withdrawal, click here: https://whitesandsswim.myshopify.com/apps/redo/returns-portal/login?withdraw=true
Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the direct cost of returning the goods. A prepaid label can be provided through our withdrawal portal; the label cost will be charged to your payment card when you submit your withdrawal request. Where a prepaid return label is provided to you by White Sands and its cost has not been charged at the time of submission, the full cost of that label will be deducted from your refund. You may instead return the goods with a tracked carrier of your choice at your own cost.
We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.
This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.
Delivery Policy
Typically orders ship within 3 days however during sale time or holidays we may experience delays.
Delivery options will be shown at checkout. Shipping times will vary. Orders to USA, Canada, Europe, UK and Australia are delivered within approximately 5-10 Days. Unfortunately, we are unable to guarantee exact delivery times.
Your order may be sent in 2 separate shipments from different warehouses. Your shipping notifications will details items sent.
How do I track my order?
You will receive an order confirmation, as well as a shipping notification by email. You can trace an online order by viewing the tracking details in that email. Or by logging in to your customer account.
If your item is delayed you may lodge a trace directly with the courier.
Please note that if an item has been lost in transit, we may not despatch a replacement item immediately. We are unable to send a replacement order or issue a refund without confirmation from the carrier that your parcel is untraceable. It is the responsibility of the customer to lodge an enquiry directly with the carrier. As notified by Australia Post, parcel tracking codes are archived after 2 months of inactivity. We are unable to assist with lost parcel claims after this time if a trace has not been initiated with Australia Post, and your item is confirmed as lost within this timeframe.
Please check you have given the correct delivery address details at time of ordering. If you enter the wrong address, you may need to pay extra postage for redelivery.
Refused and Returned Parcels
Parcels that are refused by the recipient, or returned to sender for any reason, are considered delivered. These orders are treated as a return, and any costs incurred in the return of the parcel will be deducted from the credit owed, where and only if a credit is owed.
It is the responsibility of the customer to inform us if an order does not arrive.
Without limiting the operation of any other Terms and Conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.
Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.
Import and Customs Fees
All import duties and customs fees are to be paid by the recipient of the parcel. Orders cannot be returned to sender, we will not pay these customs charges on your behalf. If you refuse to pay these charges your parcel may be abandoned. We will not refund in these circumstances and the parcel will be considered delivered.
We ship directly from our warehouse in China.
Incorrect or Damaged Item Received
In the rare case you received an incorrect or damaged item, email us and the Customer Service girls to let us know about the error. We will request the item is returned to us, and once the garment is received, we will send you your corrected items. Items that are defective or damaged will be assessed before a replacement is sent to you. We recommend you send your return with 'signature on delivery' tracking as we cannot be held responsible for items lost in transit. All extra postage will be covered by White Sands Swim and refunded to the credit card used for your original purchase. Items must be returned clean and unworn in packaging or we may not be able to accept their return.
Timeliness and Resolution of Issues
Time is of the essence in the resolution of any issues related to your order. Customers are required to notify us of any concerns, including but not limited to delays, faults, or dissatisfaction with goods received, within a reasonable timeframe from the date of delivery or when the issue first became apparent. Failure to make timely contact or respond to our communications within a reasonable period may result in the matter being considered resolved and closed. In such cases, we reserve the right to decline any requests for compensation, replacement, exchange, credit, or refund. We are unable to accommodate retrospective claims made after an extended period of time, as this limits our ability to verify and fairly address the issue. By placing an order, you acknowledge and accept this condition as a necessary part of our ability to provide efficient and fair service to all customers.