Standard Questions

What payment methods are accepted?

We accept the following payment methods:

  • VISA
  • MasterCard
  • Discover
  • Amex
  • Apple Pay
  • PayPal
Can I change/edit/cancel my order?

We process your order as soon as it's placed! Once an order has been placed, we are unable to
make ANY changes (This includes cancellations/shipping/billing addresses, shipping method,
inserting promo code, removing/adding/altering an item in your order etc.)

Need help with sizing?

Size charts make it easy to find the right size. Please click this link to get the perfect size for your
Jalu Swimwear. If you need any further assistance, please contact our customer service
team on our contact page!

Suit care: how do I take care of it?

We recommend cleaning your suit with cold water and a gentle cleanser when it comes to our
sustainable and eco-friendly pieces. Add a small cap of a gentle hand soap without moisturizers, or
a gentle detergent for fabrics with high spandex content after soaking for at least 20 minutes.
After rinsing the suit in soapy water, rinse it thoroughly with cold water. After washing, the best
way to dry it is by laying it flat in an airy space. It's best to avoid the dryer since heat can damage
the shape and quality.

Where can I try on Jalu Swimwear?

Original Jalu Swimwear can only be purchased from our online store. Pop-Up shops would be
occasionally held, so make sure to subscribe to our emails and follow us on social media to stay up
to date!

Are there any price adjustments available?

Orders cannot be adjusted after they are placed, and discount codes cannot be applied. Please
note: Vouchers cannot be combined with other discount codes.

Is my gift card going to arrive soon? Does the gift card arrive in the mail?

Please allow 1 business day for gift cards to be sent. Gift cards are not sent in the form of physical
cards, but as digital certificates that can be redeemed online.

Shipping Policy

What is the expected delivery date for my order?

Package fulfillment takes 1-7 business days. Upon fulfillment, you will be sent an email confirming
your tracking number.

If you place an expedited order after 12:30pm, it will be fulfilled the following business day.

What is the expected arrival date of my order nationwide?

Once your order has been shipped, please allow 5-7 business days for delivery. It is important to
note that carrier delays may occur.
Please note that some orders will require a signature if they are shipping or being delivered on the
weekend. It may take up to two days for your order to be dispatched. Orders received after 1:00
PM on Friday will be shipped on Monday.

Is there a cost associated with the ship?

Standard shipping costs range from $6-10.
If you place an expedited order after 12:30pm, it will be processed the following business day. We
do not fulfill orders over the weekend.

It says that my package has been delivered, but I have not received it yet. Can you help me?

Oh no! Since the package was indicated as delivered, we suggest that you take a few steps!
Sometimes packages are marked as delivered before they arrive at your address.
Before assuming that there is a delivery issue, please allow 24 hours following a delivery

  1. Your local post carrier might be able to recall when and where they left your package if you
    speak directly with them.
  2. Make sure your mail area is secure and leave a note asking that packages not be left
  3. Could one of your neighbors have mistakenly picked up your package?
  4. Please visit UPS to file a claim and provide our team with this claim number after completing all
    the above.

Orders that go missing after obtaining a "Delivered" status cannot be held responsible. If your
mail area is not secure, please provide a shipping address that is attended during the day. All
claims for packages not received after being marked as "Delivered" must be accompanied by an
official non-emergency police report.

What is the process for expedited shipping?

Weekends and holidays are not considered shipping or delivery days. For same-day shipping,
expedited orders must be placed before 12:30pm PST. If the order is placed after 12:30pm PST, it
will be shipped the next business day. Orders placed after 12:30pm on Friday will be shipped on

International Shipping

Is international shipping available?

In order to ship internationally, we use DHL as our shipping partner. Upon entering the address,
the system will automatically launch DHL's standard price, and based on the location of your
address, the time and cost of delivery will vary.

When can I expect my order to arrive if I am an international customer?

Please allow 10-15 business days for delivery once your order is shipped. All international
packages will be subject to local government taxes and carrier delays.

Will I receive a refund if I refuse an international package?

We will process a refund for the items once our team receives the returned package, minus the
shipping fee. We would deduct the costs incurred for returning your suit to our warehouse if you
placed your order with our free international shipping. Within 14 days, the refund will be available
to the same payment method.

Returns & Exchanges

If I live in the US, what would be the return policy?

Our store is happy to accept returns in original condition (unused, unworn, and unaltered) for
either a refund, store credit, or a one-time exchange. It is necessary to make all return requests
within 30 days of receipt.

What's the return policy like for international customers?

Returns are welcome in original condition (unused, unworn, and unaltered) with tags and liners
attached. If there is an active sale or marked down items, please refer to our sale return policy.
Return requests must be made within 30 days of delivery. After we receive your returned package,
we will process the refund within 14 business days. A refund will only be processed back to the
original payment method. Return postage fees are not covered by us.

What's your return policy fee?

Our returns processing fee covers the cost of shipping your order back to our receiving team by
providing a shipping label.
Those returns that are processed for a refund will be charged a return processing fee. Exchanges
and orders returned for store credit will not be charged a return processing fee.

Is it possible to process a return using my own label?

The return processing fee is a charge that covers the cost of sending your order back to our
receiving department when it is returned to us.
Unfortunately, we prefer to put our own label on them, so they get to the right place.

I would like to request a return. What do I do?

We're sorry to hear you need to return! Please click this link to start your return.

Can I return an item that I ordered on sale or with a discount code?

Items purchased on sale or marked down are final sales and not eligible for returns or exchanges.
Discount codes applied to full retail priced items will not be considered final sales unless they are
advertised as final sale codes. This policy is not subject to exceptions.

Will the discount code be available again if I return an order with a discount code applied?

If you purchased your order with a one time use discount code, you won’t be able to use that
discount code again.
If a promo code is still valid when you return your order, you can use it again.

What is the expected shipping date for my exchange?

Refunds, store credits, or exchanges will be processed within 14 business days after the package is
returned. Our refunds can only be processed back to the original payment method, and we charge
a returns processing fee per return order, but we do not refund shipping fees.
Once a return has been received and the tracking label has been updated to in transit with your
return products, an exchange will take time to process. Confirmation of your exchange will be sent
to you by email once it has been processed.