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We’d love to hear from you!
At kekai swimwear, we are more than happy to talk to and support our customers. If you have any general queries regarding our shipping & refund policy, you may find a quick answer on our FAQ page. To provide any feedback on products or get the latest news on our upcoming lines, please follow our social links below. For those that need further detail that isn't covered within our lines of social media and our FAQ page, we are more than happy to answer any queries. Simply fill out your details below and a detailed message with your query and we will get back to you shortly.
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We May Already Have The Answer.
To save you some time on us getting back to you, we may already have the answer to your query. The following are some of the most frequently asked questions and responses. If you cannot find the solution to your query, you are more than welcome to contact us directly using the form above.
- What if I entered the wrong address and need to change?
kekai Swimwear cannot be held responsible for an incorrect address being entered on your order. Please check your delivery and billing addresses upon checkout. If there is an error, please contact us immediately at sales@kekaiswimwear.com.au. We will attempt to update any incorrect order details, however, please note that some orders cannot be adjusted if already posted.
- I have received the wrong item or size.
We are sorry to hear that you have received an incorrect item or sized swimsuit. Please email us at sales@kekaiswimwear.com.au with your name, order number, contact details and brief description. We will inform you of what the procedure is for exchange of correct swimsuit or size ordered and this will be done within 1 business day of receiving your email.
- I've just placed an order and no confirmation email was received?
Please allow up to 24 hours for your confirmation email to be received in the email address that you have registered with us. We recommend checking your Junk or Spam folder just in case it has gone there automatically.
If you do not receive this confirmation email within this time frame, please send an email to us sales@kekaiswimwear.com.au and we can check into this and confirm for you.
- How can I change or cancel my order?
If you realise you have purchased incorrectly or need to make any changes to your order, please email us immediately at sales@kekaiswimwear.com.au with your name, order number, phone number and email address and we will try our best to assist and accommodate your changes. We all make mistakes! All our orders are filled and posted daily so please note that your order may have already been posted. Please remember you can always send back for an exchange.
Please note return postage costs are the responsibility of the customer.
- I have received a faulty item.
Our swimwear has been quality controlled, however in the unlikely event that one of our swimsuits has a manufacturing fault please notify us immediately at sales@kekaiswimwear.com.au with your name, order number, contact details and a photo of the damage. We will inform you of what the procedure is for exchange or refund within 1 business of receiving your email.
- What do I do if I receive a faulty swimsuit?
All of our swimwear styles are handmade here on the Gold Coast and we inspect all items before being packed and shipped to ensure the highest quality of swimwear is being sent to you. If in the unlikely event that swimwear that has been sent to you is faulty, please email us at sales@kekaiswimwear.com.au with photos, your email, phone number and order number so that we can determine what has gone wrong.
Please send back by registered post (and include the postage receipt) to our warehouse address that we give you, and you will be refunded for shipping charges once we receive the swimwear and they will be sent back to you free of charge.
- What do I do if I receive the wrong swimsuit?
All of our swimwear styles are inspected before being packed and shipped to ensure the highest quality of swimwear is being sent to you. If in the unlikely event that you have received your swimwear and it is not what you ordered, please email us at sales@kekaiswimwear.com.au with photos, your email, phone number and order number so that we can determine what has gone wrong.
Please send back by registered post (and include the postage receipt) to our warehouse address, you will be refunded for shipping charges once we receive the swimwear and they will be sent back to you free of charge.
- How do I check my order status?
You will receive several emails throughout the whole order process from purchase to delivered. Once you place your order, you will receive an email to confirm and then when your order has been shipped, we will send through a tracking link to your email. You can use this link to track your order up until delivery. If you haven’t received this link please check your junk folder. If you still don’t have this link please send an email sales@kekaiswimwear.com.au
