FAQ
How do I track my order?
You will receive an order confirmation via email, as well as a shipping notification when your order ships. You can trace an online order by viewing the tracking details in that email: By logging in to your customer account. Or If you don't have a customer account: email shop@whitesandsswim.com for help.
My order still hasn't arrived
Shipping times vary depending on location.
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.
We cannot respond to shipping enquiries via social media, as the social media department does not have access to eboutique records or the ability to trace orders. Please visit our social media policy below for more details.
Our Returns Policy
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 within 7 days of you having received your parcel.
Discounted items may be returned or a store credit. We do not offer refunds on discounted items unless the item is faulty, or where otherwise required by law.
Only items in original, unworn and undamaged condition will be accepted.
CLEARANCE items are final sale and can not be exchanged or returned, unless faulty or not as ordered.
Refunds will be processed using the original form of payment. Please note that delivery costs will be excluded unless the goods returned are faulty or not as ordered.
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.
For more details on our shipping and returns policy, visit whitesandsswim.com/pages/shipping-returns
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 swim. 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.
Product care
Please review individual item care details before using or washing your items, as each will require different care. Swimwear items can be damaged by rough surfaces, salt, chlorine and oil. Dark or bright colours may run or transfer colour. Light colours may be transparent when wet. We recommend you check product care details before purchase.
How do I enter a discount code?
Discount codes are entered in the final stage of order processing.
After adding items to your cart, go to 'checkout', you will then go to paypal to enter all your details (including credit card), click continue. You will come back to our site to finalise the order. Enter any discount codes or special shipping details before your order is finalised and your payment processed.
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Unfortunately, sometimes we have to remove a comment from one of our channels. Here's Why.
We've set up our channels to share news with you. We want to get your thoughts on our brand, but sometimes we might need to remove your comment. Below are reasons why:
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Your comment is Off-Topic: We don’t want to censor you, because we love to hear your feedback, both good and bad. But sometimes comments are clearly off-topic, make unsupported accusations or just don’t relate to White Sands at all. Comments such as these may be removed. Personal conversations between fans or arguments within post comments will also be deleted.
Your comment is Spam or Repetitive: Comments that promote services or products not related to White Sands or that have repetitive messaging (multiple posts from a person within a short period of time) may be removed from the page.
There is a chance we'll encounter a situation not outlined above that will require us to remove your comment, when the channel allows for it. We'll try to update this list if we do find a new reason, but please know that White Sands does reserve the right to delete any comment at its sole discretion. Of course, if this does happen and you feel it is unfair, please contact us.
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WHEN VISITING OUR SOCIAL PAGES, PLEASE NOTE:
In most instances, the social media team are not able to assist with questions that relate to other departments, so please understand that your query may be directed to another department who can help you via email.
If your enquiry relates to an online purchase, questions about a specific product or sizing, the girls in eBoutique can help. Unfortunately the social media team are not able to trace parcels or provide any details on an existing order. Our shipping and returns policy is online at whitesandsswim.com/pages/shipping-returns or find information on our sizing at whitesandsswim.com/pages/sizing
Model casting
If you are a professional model (and 18+), you may send us one low res headshot (no makeup) and one full body shot, front on, ideally in swimwear or fitted clothing. As well as your measurements, (bust, waist, hip) height and shoe size. You will be contacted if we would like to see you at castings. We do receive many modeling enquiries so please do not be offended if you are not invited to cast. The modeling world is very competitive, please keep in mind that you may not be what we are looking for at the time, however you may well be exactly what another brand wants. Eat healthy, stay fit and keep trying!
Leah Madden Pty Ltd T/A White Sands Swimwear ABN 39134988962
White Sands is an Australian swimwear brand established 2008 by designer Leah Madden. Specialising in Luxury Womens Swimwear and Resortwear, beachwear, sarongs and coverups. Tanga bikinis, Thong bikinis, string bikinis, high cut leg one pieces, bandeau one pieces, halter one piece swimsuits, thong one piece swimsuits, high cut leg bikinis, micro bikinis, Brazilian bikinis. High cut tanga bikini pants, High cut bikini pants, thong bikini pants, string bikini pants, micro bikini pants. Tanga bikini bottoms, high cut leg bikini bottoms, thong bikini bottoms, micro bikini bottoms and string bikini bottoms, Bandeau bikini tops, halter bikini tops, underwire bikini tops, upside down bikini tops, micro bikini tops. One piece bathers, Womens bathers, with new designer swimwear collections seasonally.