Customer Help

If talking to a real-life human is more your thing,
you can reach our Customer Happiness Team via email (below).

How can we help?

FAQs

How can I contact you?

We would love to get in contact with you! Our contact hours are Monday - Friday 9:00am - 5:00pm AEST.

You can reach us via Live Chat during working hours or email us at info@artesands.com.au.

Please allow the A team 24 hours to get back to you!

How do I know if you received my order?

After placing your order with Artesands, we’ll send you your order confirmation in an email
with your order number and the details of your order.


If you didn’t receive this email, please check your junk folder and if it’s not there, contact our customer care team via Live Chat Monday-Friday 9am-5pm AEST, or email us at info@artesands.com.au and we will resend you your order confirmation.

Can I make changes to my order?

Depending on the status of your order, we may be able to cancel an item or swap an item to a different size. Please note, we are unable to combine or add a new item to an existing order after the order has been placed.

If you need to make any adjustments to your order, or if you have entered the incorrect shipping address please contact us within 4 hours of placing your order.


Our customer care team is available via Live Chat Monday-Friday 9am-5pm AEST or email us at info@artesands.com.au Remember to include your order number, address and any other relevant information.


For our international customers, time differences may
complicate this process. If you need to make any amendments to your order, please email us as soon as possible and we will assist you as much as we can.


Note: Artesands is not responsible once your
package has left our warehouse facility.

How do I track my order and when will it arrive?

As soon as we pick, pack and dispatch your order, we will send you an email with your
tracking information! You’ll be able to track your package when we hand it over to our courier. To find where your package is, use the below links:

For domestic customers: https://auspost.com.au/mypost/track/#/search

For NZ customers: https://www.dhl.com/nz-en/home.html

For USA and international customers: https://www.dhl.com/us-en/home.html

Shipping Timeframes:

METRO Areas : Within 3 – 5 business days
REGIONAL Australia : Within 5 – 10 business days
New Zealand : Within 3 – 7 business days
International : Within 7 – 10 business days – Metropolitan areas only. Regional areas may take a little more time

Please use the above, as a guide only. Artesands is not liable for any delay in delivery. The above time frames are based on our delivery partner’s recommendations and can be subject to change. For more information, please contact your delivery service provider directly.

I have a problem with my order what do I do?

We're so sorry about this and we are here to help!

If a faulty item is delivered to you, please contact customer care as soon as possible with:
-Your order number
-Style number, colour & size
-Two or more photos of faulty item

If you have not received all the items you ordered, Please email our customer service team at info@artesands.com.au and we’ll work to amend this as quickly as possible.

What payment options do you offer?

-Credit / Debit Card: VISA, MASTERCARD, AMEX
-Paypal
-Afterpay
-Klarna
-ShopPay
-Apple Pay
-Google Pay

All orders are processed in AUD.

How do I use a promo code or redeem my store credit or gift card?

There is a section specially for promo codes in our check out! After clicking ‘Check Out’ in your cart, you will be directed to the ‘Information’ tab where on the right-hand side of the page is the section for you to enter your discount code/gift card number.

Enter the promo code or gift card number here and click APPLY. This will automatically update your order total to the discounted price.

If you are unable to apply your code to your order please contact our customer care team Monday-Friday 9am to 5pm AEST or via email outside of those hours info@artesands.com.au

Can I return my order?

If you change your mind about an item purchased online, you
are entitled to a refund, exchange* or 110% store credit within 30 days of your purchase, should it meet the below requirements:

- The item is full priced (items
purchased using a discount code can be returned through the online return portal as usual).
- The item is in its original packaging, unworn and in its original condition.
- Tags and hygiene strip are attached.

*Exchanges are only available to our US and AU customers at this time.

Please note that sale items can not be returned.

How much does it cost to return my item?

Returns that seek full refunds will be charged $9.50 for postage.

Returns that seek 110% store credits or exchanges are free of charge!

Please note that original shipping costs will not be refunded.

Gift Cards

Gift Cards are purchased through our website and expire after 3 years. Gift Cards are exempt from customs duties and taxes.

Gift Card-only orders are delivered free of charge. Standard delivery charges apply when a Gift Card(s) are purchased in a mixed basket with other products.

Gift Cards cannot be returned or exchanged. Returned items purchased with a Gift Card will be refunded as account credit, which can be redeemed against your next order.

Please contact our customer care team via Live Chat during business hours or email us outside of that time.

Product Care

It is important to take good care of your new Artesands swimsuit and keep it looking it's best. Here are our recommendations:

-Always hand wash in cold water separately. Do not bleach, tumble dry, dry-clean or iron your swimsuit.

- Rinse your swimsuit thoroughly after every use, dry flat in
shade and avoid direct sunlight. Some colours may fade in sunlight or chlorinated water.

Read our comprehensive list of care instructions here.

Sizing Information

We understand that buying curvy swimwear online is difficult! And we want you to feel confident when in and around the water. This means choosing the correct size for you! Don’t worry, we’re here to help.

Head to our Size guide HERE and follow the measurement instructions to find your perfect fit.

Still not sure? That’s okay – we’re here to help! Contact our friendly customer care team for further assistance.

Get in touch

Have questions about your order, or a general enquiry?