FAQs
🔄RETURN POLICY
Do you accept returns?
To process a store credit:
Our unique swimwear is handmade in small batches keeping them exclusive
- We accept returns for store credit or exchanges. We do not currently offer refunds to original forms of payment.
- Promotional sales over 20% off are eligible for size exchanges only (if in stock) Items tagged as final sale are final sale. No exceptions.
- Customers are responsible for all return and exchange shipping charges unless they have purchased our RE:DO service at checkout. If you did not purchase, you can still obtain a return shipping label through our return portal.
- Exchanges/returns must be submitted within 30 days of receiving
- Once you've received your return shipping label, the return/exchange needs to be sent back within 14 business days of receipt. (if items are not shipped within 14 business days, the label will expire).
- BEFORE shipping us back your Crush, items MUST be: unworn/unwashed, have tags attached and liners in place (please try on swimwear over underwear).
*If we receive a suit that has been worn, not taken care of, or not in its original condition, we will send the suit back to you without exchange or refund, and we have the right to ban you from future purchases from our store.
Can I return a suit I purchased on sale or with a coupon code?
The following conditions are final sale. No exchanges or store credit
- Items over 20% off with a coupon code or automatic coupon
- All jewelry and accessories
- Items stated as final sale
What if I received the wrong or damaged item?
In the unlikely event we missed the mark and you received something that is incorrect or has arrived damaged, please contact us and we will fix the issue with a replacement (given it is in stock).
- We take photographs of all orders at the time of shipment to make sure our team is providing the BEST service possible.
What is RE:DO free return label and shipping protection?
With RE:DO added to cart at time of purchase, you get the following features:
- A free return label provided to use for an exchange or store credit
- Shipping insurance with your order to replace and cover lost or stolen packages at the time of delivery. If a replacement is not available, a store credit will be given for the purchase price of the item.
- Claims for lost or damaged packages must be made within 30 days of delivery
🎁 ORDER INFO & SHIPPING
When will my order ship?
Orders placed before 3PM EST will begin processing the same business day. Orders placed after 3PM EST will process the following business day.
Shipping method chosen at checkout does not incude processing time. If you are on a deadline, please reach out to Crush support for additional assistance.
Can I cancel an order I just placed?
If your order has not been shipped or begun processing, we do our best to cancel orders as requested. There are a lot of moving parts behind the scenes of Crush. Once an order is placed we cannot guarantee a cancellation, whether it be in stock or with a production turn around time.
How long will it take to get my order?
Ready, set, ship! We'll have your order out our door within 1-3 business days. (Just a heads up, extra busy days like Black Friday or special sales may slow things down a smidge!) After the processing time, the chosen time at checkout with your carrier will determine the timeframe for delivery.
- KEEP IN MIND THAT SHIPMENT TIME CHOSEN AT CHECKOUT DOES NOT INCLUDE PROCESSING TIME. IF YOU ARE ON A DEADLINE PLEASE CONTACT US.
- If an item has a ship time frame or pre-order date next to it, the full order will ship together with that stated date. To ship pre-order items separately from other in stock items, please make two separate orders.
- We cannot guarantee deadlines on shipment delays beyond our control (carrier delays, holiday/high volume promotion times and or acts of God)
Do I have to sign for my package?
- Orders over $500 will require a signature at delivery. If you are on a deadline, we suggest sending the package to where you know someone will be able to sign for it.
- All residential Fedex deliveries will provide a photo at the time of delivery.
SHIPPING TIP: Fedex packages can be held at a Fedex facility or local Walgreens that has extended hours. If you know you will not be home to sign for your package, please schedule a local pick up with your tracking link on the Fedex.com tracking page.
What if my order was sent back?
DOMESTIC:
- Packages that are not picked up or signed for, sent back due to invalid address etc. will be subject to a restocking fee of the return shipping cost. We are charged additionally from Fedex/USPS for returned packages. A store credit will be issued minus any costs associated with the package. This is beyond our control and no exceptions will be made.
INTERNATIONAL:
- Most international packages will not be sent back to us and destroyed at customs. No refund will be given on packages that are sent internationally and ceased at customs, not delivered due to incorrect address, or taxes unpaid.
- In the rare case it is sent back to us. International packages will be subject to a restocking fee, as we are charged additionally from Fedex for returned packages.
- A store credit will be issued minus any costs associated with the returned package. Internationally, this cost can be high and sometimes higher than the price of the order. This is beyond our control and no exceptions will be made.
- To reship a package that was sent back in addition to the restocking fee, you will be charged a shipping fee again, even if your original order was for "free shipping" as we would be charged twice with the carrier as well as the cost of the package being sent back.
What if my order tracking says delivered, but I don't see it?
Have you checked all around your house and asked everyone in your household?
- If we shipped your package via Fedex service to a residential area, they are required to take a photo. This photo will be on the Fedex tracking website. Items that are stated "delivered" and match your house photo are out of our control. We suggest contacting Fedex for options or file a police report.
- Occasionally, packages are marked as delivered before they are physically at your address. Please allow 24 hours following a delivery confirmation before assuming that there is an issue with the delivery.
- If your package is with USPS, contact your local post carrier and try to speak to your postal person directly, as sometimes they have a recollection of when and where they leave packages. Make sure your mail area is secure, and leave a note to request that packages not be left unattended. Is there a chance one of your neighbors mistakenly collected your package?
If you have completed all of the above, please visit the carriers website to file a claim and provide our team with this claim number.
We cannot be held responsible for orders that go missing after obtaining a “Delivered” status.
- Please ensure that you provide a shipping address that is attended during the day if your mail area is not secure. An official non-emergency police report must accompany all claims for packages not received after being marked "Delivered".
Packages are sent by default with $50 of insurance.
Should you wish to purchase additional insurance, please choose package package protection at checkout.
✈️ INTERNATIONAL SHIPPING & TAX
Do you ship International?
Do you ship International?
Good news babe! We do!
- We are so excited to share, we now offer customs tax and duties calculated and pre-paid at checkout. This cost is separate from the shipping cost and collected at checkout to pay the import taxes and duties your Country will collect to clear customs. This is beyond our control and we do not keep these funds.
For international shipment times:
- There will be shipping options at checkout and the time can range per location. We also offer options for express shipping for a fast delivery of anywhere from 1-7 days
Keep in mind, customs can delay delivery and this is beyond our control. If you are on a tight deadline, we cannot guarantee a delivery date.
How does Customs Tax (VAT TAX) work?
- Depending on the order value, your country may charge an additional amount before or after delivery. This is a customs tax and is separate from shipping cost. Each country will differ. We cannot change the amount of the package value.
IMPORTANT: For items that come back to us being either unclaimed at customs or a wrong address, a store credit will than be issued MINUS any costs that have occurred to us for the order (i.e. shipping and handling costs). If the value exceeds the order, the package will be abandoned and no refund will be given.
TO CHECK HOW MUCH WILL NEED TO BE COLLECTED AT CUSTOM FROM YOUR COUNTRY PLEASE CHECK THE LINK BELOW:
https://tulli.fi/en/customs-duty-calculator?current=start¤cy-id=1
What if my order is sent back or abandoned at customs?
INTERNATIONAL:
- Most international packages will not be sent back to us and destroyed at customs. No refund will be given on packages that are sent internationally and seized at customs, not delivered due to incorrect address, or undeliverable.
- In the rare case it is sent back to us. International packages will be subject to a restocking fee, as we are charged additionally from Fedex for returned packages.
- A store credit will be issued minus any costs associated with the returned package. Internationally, this cost can be high and sometimes higher than the price of the order. This is beyond our control and no exceptions will be made.
- To reship a package that was sent back in addition to the restocking fee, you will be charged a shipping fee again, even if your original order was for "free shipping" as we would be charged twice with the carrier as well as the cost of the package being sent back.
💟CARE & REPAIRS
How do I care for my suit?
PLEASE SEE OUR CARE INSTRUCTIONS
Do you offer repairs after being worn?
Party too hard in your Crush? Do you need a repair?
If materials are available, we try our best to accommodate most repairs made within 1 year of the order date (no exceptions after). Fee will apply.
- If you do not plan to wear your item right away, please inspect all areas of your item and test for wear, fit and durability within 30 days. All items will not be eligible under any warranty after this timeframe. Items not in original packaging with tags etc. will fall under a repair request.
- Repairs are limited to jewel defects, missing stone or small stitching repairs only and when worn following proper care. If your suit has not been properly cared for, no replacement options will be given.
To apply for a Crush repair:
- Please email us at wholesale@ekartini.com
2. Include your original order number
3. Include detailed photos of your Crush and the damages for us to assess
Your request will be reviewed by a Crush team member and someone will get back to you
Can I wear my suit in the water?
Water use at owners Discretion. While many of the suits can be worn in pool or ocean water (unless otherwise noted on the product page), they are not intended for strenuous physical water activity or long periods of time in heavily chlorinated water. Sun tan lotions, spas, and chlorinated pools may cause damage to your suit due to the harsh chemicals. Due to the nature of the dye, bright colors may fade or bleed. Be mindful when wearing these items with other articles of clothing.
- Do not use tanning oils near hardware. This will break down the metal protectant.