Processing and Shipping
Standard orders are processed and handed to the shipping carrier within 3–7 business days after payment is confirmed. Business days exclude Saturdays, Sundays, and public holidays.
Custom swimwear orders are dispatched within 14 calendar days after payment and confirmation of all required customization details, unless a different timeframe is disclosed and accepted before purchase.
These timeframes refer to order processing and dispatch, not delivery. Shipping charges and available estimated transit times are shown at checkout. Transit times vary by USPS rate selected and destination.
You will receive a shipping confirmation email with tracking information once your order has been handed to the carrier.
Incorrect or Incomplete Shipping Addresses
Please review your shipping address carefully before completing your purchase. If you notice an error, contact hello@laolaswim.com immediately. Address changes cannot be guaranteed once an order has been dispatched.
If a package is returned to Laola because the customer provided an incorrect or incomplete address, a $6.50 reshipping fee will apply. Reshipment requires payment of the fee, and confirmation of the corrected address.
This fee does not apply when the address error was caused by Laola. If the package cannot be recovered, we will review the tracking and delivery information with you and the carrier to determine the appropriate resolution.
Missing, Lost, or Stolen Packages
If your package has not arrived by the estimated delivery date, or tracking shows delivery but you cannot locate it, please contact hello@laolaswim.com promptly with your order number.
Please also check with household members, building management, and nearby delivery locations. Laola will assist with a carrier investigation and review available tracking, delivery confirmation, and other relevant information.
An order marked “fulfilled” or a shipping label alone does not establish delivery. A carrier’s delivery scan will be considered together with the available delivery evidence.
If an order is confirmed lost in transit before delivery, we will offer a replacement at no additional cost or a refund if a replacement is unavailable or a refund is otherwise required by applicable law.
Reports of theft after documented delivery to the correct address will be reviewed individually. A replacement or refund is not automatic and will depend on the circumstances and applicable requirements.
Exchanges and Returns
For changes of mind, size, or preference, Laola offers exchanges on eligible items rather than refunds, except where applicable law requires otherwise.
To qualify for an exchange:
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The item must be swimwear or clothing.
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The exchange request must be emailed to hello@laolaswim.com within 5 calendar days after delivery.
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The item must be unworn, unwashed, unaltered, and free of stains, odors, or damage.
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The item must be returned in its original packaging.
Sale items, "mystery bags", sample sale items, gift cards, bikini charms, and customized swimwear are final sale and are not eligible for voluntary exchanges. These exclusions do not limit remedies for defective, damaged, incorrect, or materially misdescribed merchandise.
How to Request an Exchange
Email your order number and the item you wish to exchange. Please wait for return instructions before sending merchandise back.
Approved exchange items must be handed to the return carrier within 7 calendar days after we send return instructions. We recommend a tracked shipping service and retaining proof of shipment.
Customers are responsible for return and replacement shipping costs for voluntary exchanges. Any replacement shipping charge will be disclosed before the exchange is completed.
Returned items will be inspected against the eligibility requirements above. We will notify you of the outcome within 5 business days after receipt and explain any denial.
Exchanges are subject to availability. If an eligible exchange is approved but a suitable replacement is unavailable, we will offer store credit for the purchase price of the returned item, excluding original shipping charges, unless a refund is required by applicable law. Any price difference and applicable shipping charges will be confirmed before the replacement is dispatched.
Damaged, Defective, or Incorrect Items
Please inspect your order upon receipt and report any damaged, defective, incorrect, or materially misdescribed item as soon as reasonably possible to hello@laolaswim.com
Include your order number, a description of the issue, and photographs of the item and packaging when available. Please retain the item and packaging while we review your report.
The 5-day voluntary exchange deadline does not eliminate rights or remedies available under applicable law.
If we confirm an issue for which Laola is responsible, we will provide an appropriate remedy, which may include a replacement or refund. Laola will cover any necessary return and replacement shipping costs for these confirmed issues.
Refunds and Customer Rights
When a refund is due, it will be issued to the original payment method within the timeframe required by applicable law. Your financial institution may require additional time to post the credit.
Please contact us so we can help resolve any order concern. Nothing in this policy limits your rights under applicable law or your ability to raise a dispute with your payment provider.
Contact
For shipping questions, exchange requests, or order concerns, email hello@laolaswim.com
