COVID-19 ORDER & SHIPPING UPDATES

10/08/2021 Update: Although restrictions are being lifted in many parts of the U.S., global supply chains are still impacted by ongoing restrictions. Our current production of several pieces is being finalized at our factory now and should be shipping to our warehouse by the end of this month, provided there are no further delays. We are doing our absolute best to ensure that orders are being shipped while maintaining the health and safety of our teams. We do apologize for extended delays and will continue to monitor the situation closely.

If you have specific questions about your order please email our Customer Care team at hello@coulbourne.net

 

Why is my order taking so long??

Please note that there may be a delay on suits purchased during this extraordinary time due to business interruptions related to the COVID-19 pandemic.

Due to increased cases of Covid-19 and its variants in certain regions, shipping carriers have had to halt or delay services. If you think you may be in one of these affected areas please email us and someone from our team will help you get alternative shipping options. Please note this may result in additional shipping costs. 

We appreciate your patience and understanding at this time. Stay Safe! ❤️

 

ORDERS & SHIPPING

What shipping methods do you offer?

We offer FREE STANDARD SHIPPING on all domestic orders with USPS First Class Mail
International Orders are sent expedited via DHL Express — prices vary depending on your location

I placed my order already, when will it ship?

COVID-19 UPDATE: As our supply chain takes every precaution for the health and safety of their staff members and our customers, you may experience longer than expected delivery times. Please refer to individual products' descriptions for updated shipping estimates.
Unless otherwise stated, your order will usually ship out 3-5 business days after it’s been placed. The exact time it takes for your order to arrive at its destination will depend on the shipping service you select and the shipping address provided. 
Once your order has processed you will be sent a shipping confirmation email with your tracking number!

How can I check the status of my order?

If you log into your account you'll be taken to your order history where you can check out the status of your orders. If you haven't created an account, no problem, just send out team an email to hello@coulbourne.net with your order number and we can look into it for you.

I still haven't received my order, but the tracking shows it was delivered. What do I do?

Send an email to hello@coulbourne.net with your order number and someone can help look into the details further.

I already placed an order but I made a mistake on my address, what do I do?!

As long as your order hasn't shipped yet, we should be able to update your address for you. Just send us an email to hello@coulbourne.net with your order number and address update.
Unfortunately we're unable to redirect orders once they have been shipped, you will need to contact the carrier directly.

Can I make a change on a size/style in my order if it hasn't shipped yet?

As long as it's not a final sale item, we can update your order before it's shipped. Send an email to hello@coulbourne.net with your order number and the updates you're looking for and someone can help you out :)

Are customs fees included in shipping costs?

We do not cover any fees or taxes you may incur or if your product is held in customs.

What do I do if I received a damaged / incorrect item?

Please email hello@coulbourne.net with your Name, Order #, a description of the issue + pictures (if item is damaged) so we can get you a replacement asap!

What does Pre-Order mean?

Pre-Order means you are buying and reserving your item before it has actually been released. All pieces on "pre-order" are still in production with our factory and will be shipped out as soon as they are completed.
Paying Expedited Shipping on any Pre-Order does not guarantee it will be produced/shipped any faster.
Production time can vary from 8-20 weeks*; we will do our best to give you an accurate estimate of when your items will be ready to ship.
Coulbourne is not held liable for any delays that may occur, but we promise we will do everything we can to get your items to you as fast as possible!

*Covid-19 has impacted production times and may mean your pre-order delivery time is longer than 20 weeks. A pre-order nonetheless ensures you will receive your order, it just may take a little longer than expected :)

What does Limited mean?

Limited Edition means that we only produce a certain number of each style and we typically won’t be restocking if / when it sells out.

RETURNS + REPLACEMENTS

What's your return policy?

We accept returns for Replacement (exchange) or Store Credit on unworn bikinis in perfect, new condition with all original tags attached. Please send an email to hello@coulbourne.net to get your return started - Packages sent without first contacting us will not be accepted.

Returns should be sent with full tracking and insurance; if a package doesn't reach us safely we cannot issue an exchange or store credit.

How do I start my return?

For returns + replacements please email us: hello@coulbourne.net

Be sure to include your full name and order number

Please send all returns to:
COULBOURNE
7336 Pago St
Orlando, FL 32822

Will I receive a return label for my exchange?

We don't supply return shipping

Can I return an item if it was on sale?

All sale items are considered Final Sale and cannot be returned or exchanged

CANCELLATIONS

I placed an order but I've changed my mind, can I cancel?

We don't offer cancellations once the order has been placed. Please email hello@coulbourne.net to help you with a replacement or store credit

Does my Store Credit expire?

Nope! Store Credit does not expire.

SIZING & CARE

How do I keep my bikini looking like new?

In order to maintain the highest quality for your COULBOURNE pieces we highly recommend hand washing in cold water only, with mild detergent if necessary. Try to avoid oils and tinted sunscreen too.

Can you help me with sizing?

For more complete sizing help take a look at our Size Chart here: http://www.coulbourne.net/pages/sizing

Ok, but I'm in between sizes on your size chart. What do I do?

We always suggest you size up as our suits can run a little small. That said, many of our designs are meant to be skimpy, so ordering sizes up will not necessarily be the best option if you are looking for more coverage. If you have more specific questions you can always email us at hello@coulbourne.net and someone can give you more personalized feedback.

Do your suits have padding?

No, our bikinis are double lined but they don't have any additional padding in them.

MORE QUESTIONS?

I still have more questions...

For all other questions, please reach out to us through our contact page: http://www.coulbourne.net/pages/contact