FREQUENTLY ASKED QUESTIONS
Please find below some of our most Frequently Asked Questions (FAQs). If your question isn’t answered here, or if you would like to get in touch you can reach us via email at customercare@sunsoaked.com.au.
PRODUCTS
How do I care for my swimsuit?
To keep your SUNSOAKED swimsuit looking vibrant and beautiful, please refer to the care instructions included in your order, along with the fabric tag affixed within your SUNSOAKED swimsuit.
Rinse well after use.
Use mild detergent.
Cool hand wash separately only. We recommend against washing in the machine due to automatic heat settings that may discolour your suit or snag the garment during the wash cycle.
Dry in shade.
Do not roll up or store while wet.
Do not bleach, soak or tumble dry.
Do not iron.
Some colours may fade in sunlight or in chlorinated water. We use the most colour fast dyes available on our swimsuits, however we can not guarantee complete colourfastness. Some colours may bleed or transfer when wet.
Please avoid contact with rough surfaces, along with heated pools (including hydrotherapy) and spas that are treated with harsh chemicals.
Strong levels of chemicals and high temperatures are not ideal for your swimsuit and may cause colour fading.
Fake tanning products and some sunscreen lotions may mark or damage your garment. Please take extra care when using these products and ensure they are completely dry prior to coming in contact with your SUNSOAKED suit.
What size swimsuit should I order?
SUNSOAKED swimsuits are available in sizes AU 6 – 20. Our one piece swimsuits are designed to provide additional coverage and modesty, with each of our swimsuit styles designed on real women’s bodies. SUNSOAKED’s swimsuit sizes do fall a little on the generous side, so if you find you are between sizes we recommend sizing down. For best fit, we recommend a firm/snug fit that is flattering to the body.
For example, if you are between an AU size 12 and 14, we recommend to size down to an AU size 12.
SUNSOAKED’s swimsuits are suitable for A-G cup sizes.
Please refer to SUNSOAKED’s Size Guides.
How do I book a fitting consultation?
SUNSOAKED’s Salon is based in Fortitude Valley in sunny Brisbane, Queensland. To request a fitting consultation, please contact our Customer Care team at customercare@sunsoaked.com.au.
We understand that sometimes it is difficult to determine your fit online and recommend arranging a personalised fitting appointment with one of our friendly SUNSOAKED team members.
Are your swimsuits pocketed for mastectomy prostheses?
YES! All SUNSOAKED zip-up one piece suits are soft pocketed with a wide supportive elasticised shelf bra under-band and removeable padding.
Our range of zip-up one pieces offer the following benefits for our ladies seeking a mastectomy swimsuit:
- Soft pocketed with ability to use own prostheses.
- Soft handle fabric.
- Higher necklines and longer sleeve options are available to offer scar coverage.
- Vibrant patterns or modest neutrals to suit all styles and personalities.
Can I breast feed while wearing a one piece swimsuit?
Most definitely! SUNSOAKED’s collection of zip-up one pieces are the perfect option for our breast feeding mamas. Quick, easy and discreet!
I am expecting, what maternity options do you offer?
SUNSOAKED’s waistline ruched swimsuits offer the perfect option for expecting mamas. Available in JANIE Ruffle Sleeve one piece, EMMA Long Sleeved one piece, BREE Half Sleeve one piece and the ALICIA Goddess one piece. Our selection of swim tops also offers the perfect sun protective alternative.
Are your swimsuits sun protective?
Yes! We take sun protection seriously here at SUNSOAKED! Please click here for more information on how SUNSOAKED has your summer covered.
GIFTING
Gift Certificates
Electronic Gift Cards are available for purchase and make the perfect present for a special lady in your life. Please click here to purchase. If you have any difficulties please contact a member of our Customer Care team at customercare@sunsoaked.com.au who will be happy to assist you.
Do you offer gift wrapping?
SUNSOAKED is happy to offer gift wrapping to our customers. Please request this option along with any messages to be included in the Customer Notes at Check Out of your purchase.
RETURNS & SHIPPING
How do I return my purchase?
Please refer to our Returns and Shipping Instructions here.
N.B Please note that CLEARANCE items are not eligible for Return.
I purchased a sale item and I wish to return for refund
For our Australian customers Sale or Clearance items are not eligible for refund as per our Returns Policy.
Store credits or exchange (if in stock) of garment are available on sales items only (not Clearance) if you wish to return your purchase in its original state. Please contact our Customer Care team at customercare@sunsoaked.com.au if you require assistance and follow instructions via our Returns Portal. When contacting our Customer Care Team, please allow up to 48 hours for a reply to be received.
International customers please click here.
I am having difficulty processing my return through the Returns Portal
Please contact our Customer Care team at customercare@sunsoaked.com.au. If you are receiving an “Invalid Order” error message in the Returns Portal, please ensure a hashtag is entered in front of the order number, for example #12345.
Do you cover import taxes and duties fees?
No. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing any orders for international shipping. Any taxes, fees or levies applied by the recipient’s local authorities remain the responsibility of the customer. Please refer to our International Shipping Policy here.
What should I do if I receive a damaged or faulty item?
Oh no!!! At SUNSOAKED we pride ourselves on the quality of our garments. Please email our Customer Care team at customercare@sunsoaked.com.au along with any images of the damage / fault for our team to review. You may be required to return your garment for a more thorough review.
We are happy to replace a faulty garment within one (1) year of purchase if our Production team deem the item eligible, has been unworn and fault identified upon receipt. Please note however, that if the Garment Care Advice has not been followed by the customer, and damage has occurred as a result of incorrect garment care or general wear, we are unable to replace your garment or deem it faulty.
If your parcel was damaged during transit, please advise and our team will endeavour to work with Australia Post on your behalf.
When contacting our Customer Care Team, please allow up to 48 hours for a reply to be received.
Click and Collect – Summer Pop Up
A local pick up option is available to Brisbane residents when advancing order to cart. To take advantage of this offering, please select Click and Collect, Westfield Chermside (level 2, opposite Myer) at cart check out. Click and Collect will be available for the duration of SUNSOAKED’s Summer Pop Up store (closing 17 January 2024).
A member of our Customer Care Team will notify you via email when your order is ready for collection. Please allow up to 24-48 hours for your order to be filled and transferred from our warehouse.
Click and Collect orders will be held at the Summer Pop Up store for 7 days. If collection has not been arranged in this time, customers will be notified via email to arrange for payment of postal delivery.
PAYMENT
What payment methods do you accept?
SUNSOAKED’s online store accepts AfterPay and Debit/Credit Cards.
In Salon our POS system accepts Debit/Credit cards.
DISCOUNTS & VOUCHERS
Where do I enter my Store Credit coupon code?
To take advantage of your Store Credit coupon code on the Check Out screen, under the SUNSOAKED logo you will see text “Returning Customer? Have a coupon? Click here to enter your code”. Click on that text and enter the Store Credit coupon code provided to you by one of our Customer Care team members.
How long is my store credit valid for?
Store credits are valid towards any purchase within the online store for a period of twelve (12) months from the date of issue.
I have forgotten my store credit coupon code. HELP!
Please contact our Customer Care team via customercare@sunsoaked.com.au and a member of our team will be in touch with details of your store credit.
I purchased a CLEARANCE item and I’ve changed my mind
Unfortunately we can not cater to change of mind on Clearance item purchases. These items are heavily discounted or end of line stock, they are not eligible for return, exchange or refund. Please select carefully and refer to fit and size guides available.
Alternatively contact a member of our Customer Care team at customercare@sunsoaked.com.au for sizing assistance prior to purchasing. When contacting our Customer Care Team, please allow up to 48 hours for a reply to be received.