FAQ’s
Kailani Pearl
Don’t know about you, but I love FAQ’s – they just cut out so much time sifting through information when it’s all here in one fact sheet.
We’ve tried to cover as many questions as we can think of, but if there is one thing not mentioned, please pop it in an email so we can add it to the list
What size range does Kailani Pearl Swim sell?
Our initial launch range will cater for size 12 – 20 to start with, however we will definitely be open to expansion
What is Kailani Pearl Swim’s turn around time for an order?
We aim to have your order ready to post within 2 working days of receiving the order. If an item is not available we will let the customer know the delay time
- New Zealand Tracked Express: 1-3 Business Days
- International Tracked Express: 2-5 Business Days
How can we contact Kailani Pearl Swim?
We are here to help you so please contact us on any of the below details:-
Phone: +64 276365229
Email: hello@kailanipearl.com
Web: www.kailanipearl.com
Post: 24 Miro Road, Raumati South, Paraparaumu, NZ 5032
Do you offer Free Shipping?
Yes, we provide free shipping on all orders over NZ$120
Do you ship to PO Boxes?
Sorry but we do not ship to PO Box addresses.
Do you offer Refunds & Exchanges?
We happily offer refunds and exchanges on all our products with the exception of Sale and Clearance items.
For more information and for how to return your garment please view our full returns policy here
How do I determine my correct size?
Please visit our size guide for measurements and size guide. (add a size guide)
However if you find there is a style that isn’t true to your size, we’d love to hear from you – hello@kailanipearl.com and we’ll be only too happy to assist you to select the appropriate size.
Is there a particular way to remove the Hygiene Sticker?
To avoid leaving residue behind on your garment it pays to remove the hygiene sticker correctly. Ensure you soak your swimsuit in soapy water for 30 minutes and remove the sticker while still wet.
Can I wear my swimwear in Natural Hot Spring Pools?
We recommend against wearing your swimwear in natural hot springs due to the high sulfur levels present which can cause damage to swimwear fabrics.
What payment methods do you accept?
Mastercard, Visa, Paypal, Afterpay. If you have any queries please contact us – hello@kailanipearl.com (I need to create Afterpay account)
How should I best care for my swimsuits?
Please check our Care Guide which contains all the information you will need to care for your swimwear (add a care guide)
What do I do if I am unhappy or have a question about my purchase?
We are here to help, so please do not hesitate to contact us – hello@kailanipearl.com
Who do you ship with?
We ship all orders with Tracked NZ Courier Post for destinations within New Zealand and Tracked NZ Post International for all destinations outside of New Zealand.
Tracking details will be sent to you once your order is completed and shipping has commenced. Please be aware that unless we receive specific delivery instructions, parcels will be left in a safe place if nobody is at home.
How do I make changes after my order has been placed?
If you notice a mistake with your order after receiving an order confirmation email, please contact us – hello@kailanipearl.com
Please note we will require a very detailed message including your name, phone number and order number if available.
How do I know if my order has been completed?
Once you have paid for your order in full, you will receive a confirmation email which will include all your order information
What if I don’t receive the confirmation email after placing an order successfully?
If for some reason you don’t receive the confirmation email as expected, we firstly ask that you check your junk folder. If the email is not there, then it could be possible that the email address is wrong or blocked.
If you have any issues with receiving emails, please don’t hesitate to contact us – hello@kailanipearl.com
What happens if I accidentally mis-spell or give the incorrect postal address details?
Please be very careful when providing information to us as we are not liable for product shipped to incorrect addresses and sorry but we are not required to provide a refund.
If you notice an error before receiving your tracking number, please contact us immediately– hello@kailanipearl.com
How private is my personal information?
You can be rest assured that your personal information shared to us is totally safe. We understand and respect the need for strict privacy and will not disclose information about any of our customers to third parties, except where it is part of providing a service to you, such as when we send an order to you, or when we receive credit card details from you.
For more information, please read our privacy policy in full.
What if I don't like my swimwear when I receive it?
That’s perfectly ok and we offer a 14-day Return and Exchange policy. If you don’t like the swimwear after you receive it, simply return it unused and in its original packaging. (Please read full details in our Returns section).
A refund will be issued to you upon receipt of the swimwear in original condition with tags, labels and hygiene sticker in place together with the carry bag.
Can I return a Sale item?
Sorry we do not accept returns for sale items. You can, however, exchange your item for a different size or design of the same value. We do advise you to select carefully when purchasing a sale item.
What are your parcels & packaging made of?
We use 100% recycled courier bags. Made from post-consumer and post-industrial material, these bags are made entirely out of waste.
Do you have any stockists?
We currently sell our product online only. However this is something we will be considering in the future. Of course if there is a favourite boutique you would like to see our swimwear stocked, be sure to let us know, and them too.
What if I have further questions than what are listed here?
Fantastic… we love questions! Simply contact us – hello@kailanipearl.com and we’ll be happy to assist.
