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!

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.

Please note, we cannot apply your discount code after you have placed your order.

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.

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.

Can I make changes to my order?

Unfortunately, we cannot make any changes to your order after it has been placed. However, if you have entered the incorrect shipping address please contact us within 1 hour of placing your order.

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.

Can I return my order?

If the swimwear you have purchased isn’t quite right, we offer your choice of a:

Store Credit (3 year expiry).
Exchange OR
Full Refund

You will receive a free returns label if you choose to return your items for a store credit or an exchange.

Items that fit the following criteria are eligible for a return:

Full priced (not marked with ‘FINAL SALE’)*
Ordered within the last 30 days.
In original condition, un-worn and un-washed with tags and hygiene label attached.

*PLEASE NOTE:

Items marked as ‘FINAL SALE’ cannot be returned for a refund, exchange or store credit.

Items purchased with a discount code or temporary promotion will be accepted for a return through the online returns portal.

If the order was paid for with a gift card, the money will be returned back onto the gift card. Gift cards cannot be returned for cash.

Exchanges are only available for AU and US customers at this time.

Refunds exclude shipping costs. These charges will not be refunded.

How much does it cost to return my item?

Select store credit or exchange to avoid any postage costs.

If you are returning your items for a refund, you will be charged an $11.95 handling fee, this amount will be deducted from your total refund amount. Returns for store credits and exchanges are free of charge.

Original shipping costs will not be refunded.

Can I return online if I purchased from a stockist?

Unfortunately as much as we'd like to further assist you, we would not be able to since this was not directly purchased from our online store. If you could please contact your store of purchase regarding your item, they will assist you with compensation based on their store policy.

Discount Codes

I forgot to add in my discount code

Unfortunately once your order has been placed we are unable to add in your discount code.

The only way to claim your discount on your purchase is to enter a discount code during checkout and it can not be added afterwards.

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.

Gift cards can not be transferred between stores.

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?