Returns and Warranty Policy
At Seasalt, Stone, & Snow, we pride ourselves on delivering high-quality swimwear. In the rare event that your item arrives with a manufacturing defect, we’re here to help.
Warranty Claims
If you receive a product with a manufacturer’s defect—such as faulty stitching, ripped seams, or fabric flaws—please notify us within 14 days of delivery. Our goal is to resolve the issue as quickly and smoothly as possible.
To initiate a warranty claim:
- Email us at seasalt.stone.snow.cs@gmail.com with the subject line: “Warranty Claim- Name [your first and last name]- Order #[Your Order Number].”
- Provide photo evidence of the defect, along with a screenshot of your order number and delivery confirmation.
Providing clear images of the defect and your order details helps us quickly assess the issue and offer a solution. It allows us to verify the problem and determine whether the item needs to be replaced or if a credit is more appropriate.
Once we’ve reviewed your claim, we will offer either:
- A replacement of the defective item (based on availability).
- Store Credit in the form of a gift card for future purchases.
Please note: Our customer service email is checked every 2-4 days. Rest assured that if you’ve sent us an email within the 14-day window, you will not be penalized for any delays on our end. We take every inquiry seriously and will address your issue as quickly as possible. In special cases where the claim couldn’t be conveyed fully within the window, we’d still love to have a conversation to see if your situation qualifies. As long as the guidelines are read and understood, we’ll do our best to help.
Also note: Due to the intimate nature of swimwear, we can only accept returns for items with genuine defects.
Sale Items Policy
Please note that all sale items are final sale and are not eligible for refunds. However, if a sale item is found to have a manufacturer’s defect, we will gladly assist you with a gift card for store credit in the amount of the price you paid for the sale item.
To process the claim, the same guidelines apply as with regular items:
- Email us at seasalt.stone.snow.cs@gmail.com with the subject line: “Warranty Claim- Name [your first and last name]- Order #[Your Order Number].”
- Provide photo evidence of the defect, along with a screenshot of your order number and delivery confirmation.
We will issue a gift card for store credit equal to the sale price paid for the item.
Returns and Warranty FAQs
1. What qualifies as a manufacturing defect?
Manufacturing defects include issues like:
- Loose or faulty stitching.
- Fabric tears or flaws that were present when the item arrived.
- Misaligned seams or other production-related issues. Wear and tear from normal use, or damage caused by improper care, are not considered manufacturing defects.
2. How long do I have to report an issue?
You must contact us within 14 days of delivery if you discover a defect. This timeframe ensures that we can assist you promptly and that the item is still in its original condition.
3. Do I have to return the item?
In most cases, we will not require you to return the item if you provide clear photo evidence of the defect. This allows us to assess the issue without the need for you to incur return shipping costs or delays.
4. What happens if the item I want as a replacement is out of stock?
If the defective item is out of stock, we will offer you store credit in the form of a gift card, which you can use toward any future purchase.
5. Can I exchange my item for a different size or color?
Exchanges are only available in cases of a confirmed manufacturing defect. If you wish to exchange an item for a different size or color, we recommend placing a new order.
6. What if my claim is not accepted?
If we find that the issue does not meet the criteria for a manufacturing defect, we will notify you and explain why the claim was not approved. We encourage customers to carefully review the care instructions to ensure proper maintenance of their swimwear. For further tips on how to keep your swimwear in the best condition, check out our blog post: “How to Care for Your Swimwear to Make it Last” for detailed advice on protecting your swimwear and extending its lifespan.
7. How long does it take to process a claim?
We aim to process warranty claims within 5-7 business days of receiving your email and supporting documentation. If additional information is needed, we’ll reach out to you promptly.
8. Are sale items eligible for a refund or return?
No, all sale items are final sale and are not eligible for refunds or returns. However, if a sale item has a manufacturer’s defect, we will issue a gift card for store credit in the amount of the sale price.
9. How do I report a defect in a sale item?
The process is the same as for regular items:
- Contact us within 14 days of delivery by emailing seasalt.stone.snow.cs@gmail.com with the subject line: “Warranty Claim – Sale Item – Order #[Your Order Number].”
- Include photo evidence of the defect, as well as a screenshot of your order number and delivery confirmation. We will review your claim and issue store credit in the form of a gift card for the amount paid.
10. Will the store credit for a defective sale item be for the full price?
No, the store credit will be issued for the amount paid for the item during the sale, not the original price.
11. What happens if I send my claim within the 14-day window but don’t receive a reply in that time?
As long as you send your warranty claim within the 14-day window, you will not be penalized for any delay in our response. We check our email every 2-4 days and will address your issue as quickly as possible.
12. If I have special circumstances and couldn’t convey my claim within the window, will you still help me?
We understand that unexpected things can happen, so if you’re unable to communicate your warranty claim fully within the 14-day window, we’d still like to hear from you. If your situation aligns with our guidelines and seems reasonable, we’ll do our best to offer a resolution, like replacing the defective item or issuing store credit.
13. Can I contact you outside the 14-day window?
If a warranty claim is made beyond the 14-day window, we encourage you to reach out to us, especially in the case of a defect. While we cannot guarantee a resolution beyond that time frame, we are always willing to review special cases.
14. Why does it take 2-4 days to hear back from customer service?
We check our customer service email every 2-4 days to ensure that we thoroughly review and respond to each inquiry. This allows us to provide detailed responses and personalized service. Your patience is appreciated!
15. What if I haven’t received a reply to my email after 4 days?
I totally understand the frustration of waiting for a response, and I appreciate your patience more than you know! Seasalt, Stone, and Snow is run by just me—one girly doing it all, from designing and fulfilling orders to marketing and answering emails. I promise that every inquiry is important to me, but sometimes I might need a little extra time to get back to you, especially when balancing all aspects of the business. If you haven’t heard from me after 4 business days, please feel free to send a follow-up. I’m here for you and truly grateful for your understanding and support! 💛