Returns

We accept returns for change of mind, size changes and color changes on swimwear and clothing, in exchange for store credit. We do not offer refunds unless an item arrives faulty or damaged.  You have 60 days from the date you placed your order to lodge a return request. The item must be returned in its original condition, unworn, unwashed, unsoiled, with tags and the hygiene liner still attached, no odors (including perfumes), and with its accompanying garment bag. If these conditions are not met, the return will be rejected and returned to you again at your own expense. We do not pay for return shipping, unless the item is faulty. Sale items or items purchased with more than a 10% discount, are not eligible for returns.  Please be sure to read the full returns policy, below, before making a purchase.

Which items are eligible for a return/refund?
We do not offer refunds unless an item is damaged. For change of mind, size change or color change, we offer store credit for any unworn swimwear and clothing, provided all of the following requirements are met:
    • The return request is lodged within 60 days of placing your order
    • The item is unworn, unwashed, in its original packaging, with the hygiene liner still attached, Casa Jaguar swim tags and garment bag, and without any odors (including perfumes)
    • If trying on swimwear, please do so over your own underwear. For hygiene reasons, we may refuse to accept a return if it's obvious that this has not been adhered to, and the item will be returned to you at your own expense. Any soiled items will be rejected.
    • The item is not a 'sale' item, and no promo codes have been used in excess of a 10% discount.  We do not accept returns for sale items or promos, as they have already been discounted and are therefore ineligible for returns.
Please note that return shipping costs are responsibility of the customer - original shipping charges are non-refundable, and we do not provide free return shipping nor reimburse for it. The return shipping cost must be borne by the customer. 

How do I receive store credit for my return, and how do I use it?
If your return is approved by us and you are granted store credit, we will issue you with an electronic code for the value of the store credit via email, which you may use towards anything on our store at any time, with no expiry.  This credit voucher will be issued to the same email address that was used to process the original order.
Store credits generated from a return do not expire. They may be used at any time, for any item such as another size, color or style, or even another product, subject to availability.

What if my item arrives damaged or faulty?
In the unlikely event that your order arrives with faulty or damaged goods, please contact us at info@casajaguarswim.com and we will make it right. We may request photographic evidence and/or some other details regarding the faulty or damaged item, so if you can snap a couple of photos in preparation that will help us process your inquiry quickly as possible.  We reserve the right to determine a genuine fault or damage to an item.  If your item is deemed damaged, you will not incur any additional costs. 

How long will it take to process my return?
We attempt to process all returns within 3 business days of receipt -- often faster. You will receive an email to the same email address you used on your order, within 5 business days. This email will either provide confirmation of your return along with next steps, rejection of your return (we will always provide a reason), or a request for more information.

Do you pay for return postage?
No.  Postage, delivery costs, duties and taxes incurred due to change of mind, size change, color size or any other reason other than damaged goods, shall be at the customer's expense.  Return shipping costs will not be refunded unless the item is deemed faulty or damaged by Casa Jaguar Swim.

It's been over 60 days since I placed my order. Am I eligible for a return / refund?
Sadly, no. If more than 60 days have elapsed since you placed your order, we are not able to offer a refund nor exchange under any circumstances.  We feel that 60 days is more than ample time to report any change of mind or faulty goods, and as such this is the cut-off point for eligibility for any returns or refund requests.

My item has a small defect, can I return it?
Please email us at info@casajaguarswim.com and we will look into it and do our best to help.
The following applies in these situations:
    • In cases where we can't determine whether the damage has been caused by normal wear-and-tear, we may refuse the return.
    • If there is a very small difference in color between the website and the item you receive, this can happen depending on your computer screen display. Items may vary slightly in color due to filters used in pictures.
    • If there's a very small issue that could reasonably be fixed by any layperson -- such as a thread that could be fixed by cutting with scissors -- we may refuse to accept the return, as it can be easily remedied on the customer's end and therefore is better for all involved to resolve it that way.
    • If your item’s color has faded from use, or if there’s an issue with the underwire, we may choose to offer a return if your purchase date was in the last 90 days. Beyond that, we are unable to determine how often a piece has been used, and therefore unable to offer returns under any circumstance.
    • If there is a significant defect, such as a hole or rip, the issue is reported soon after the product arrives, and we can be confident this was not caused by wear and tear (such as getting it caught on a fence or similar), then we may choose to grant the return request.
In summary, if you feel your item has a defect, please contact us and we'll investigate it and discuss it further with you.

What if an item I ordered is missing?
In this rare instance please contact customer support at info@casajaguarswim.com so we can investigate further with our packaging team. This must be brought to our attention in 5 business days from receiving your parcel, otherwise we deem your order as successfully fulfilled and are unable to take further action.

How do I prepare my return?
The utmost care is taken by our team in ensuring your items arrive to your door in optimum condition. If you return items to us, they must be returned in the same condition - that is, well-packaged, neatly folded, unworn, unwashed, in their original packaging, with the hygiene liner still attached, Casa Jaguar swim tags and garment bag.  For your own piece of mind, we strongly recommend taking care when repackaging your item, to ensure it arrives to us safely.

I've posted my return to you - what happens next?
If your return request is approved, we'll provide specific details of how to return it. We are unable to accept responsibility of customer-sent return packages, so we strongly recommend choosing a service that provides tracking number.  Once it's been sent, please use the tracking code if you'd like to track the package on its way to us.  (Your postal service will give you a tracking code when you send it to us, if you choose this option).
Once it arrives to us, we will inspect the goods within 2 business days and contact you to arrange next steps.

What happens if my return request is not accepted?
If your return request is rejected (due to one or more of the reasons above under ‘“Which items are eligible?”’), we will ship it back to you at your own expense, and no credit will be issued.  If you'd like the item returned to you, we will contact you to arrange coverage of the return shipping costs.

I still need help! What do I do?
If you have any questions, please write to us at: info@casajaguarswim.com and we will be glad to help.

Join our mailing list

Be the first to know about new arrivals, sales, exclusive offers, and get 10% OFF your first purchase!