About Refunds

1.Refunds will be made in the form of the original payment. We will arrange a refund for you within 7 business days of receiving the package

Step 1: Please email our customer service representatives at service@whalegirlshop.com to get a return authorization and return address, stating your order number (e.g. AT12345), items’ photos (with tag and package bag) and the detailed return reason.

Please note: We are not in the office to read or reply to emails on the weekends.

Step 2: After receiving your email with exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return. 

Step 3: Once we receive your package, you will have seven days to receive your refund or process your exchange order. Once your refund or exchange has been processed, we will email you and the refund will be issued to your original payment method. Typically, you will receive your refund within 7 working days. (If you do not receive your refund within 30 days, please contact us via email)

Return & Exchange

Return/Exchange Process

Please note the following product return/exchange requirements:

1.All return/exchange items must be returned unworn, undamaged, unwashed and with all the original labels attached in original packaging. Once a swimsuit is worn, or the tags are removed, the item(s) may not be returned for any reason

2. Items can be returned or exchanged within 30 days from the delivered date. Note that overdue requests may not be accepted.

3.The return package must be returned within 7 working days from the date of the order return request

4.For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

5.We do not provide return shipping labels, you are responsible for shipping your return to us and are responsible for tracking information for your return. 

6.Remember to take extra care to pack your return package properly, so they don't get damaged on the way - we are not responsible for any returns until they reach our return address. Please also make sure to get proof of postage for reference in case you need to check the status with the carrier before it reaches us.

7.We do not accept returned items that were sent back directly without notifying us first.

8.The items marked as Clearance are not eligible for returns or exchanges and will not be refunded.

9.In principle, we will only process once return or exchange for one order.

10.Once we receive your return, please allow up to 2-3 businiess days for exchange order process. You will receive an email information when the exchange order shipped.

11. If you need your exchange item in a short time frame, we recommend that you place a new order once you send back your original order, we will process your new order, meanwhile, we will refund your original form of payment once we receive your returns.

12. If customer receive the defective or incorrect merchandise, you need to e-mail to us within 48 hours of delivery. If an item has been damaged during the shipping process, please keep the damaged bag to be returned along with the damaged merchandise.

13. Note: Due to the differences in screen resolution, actual colors may vary and are not considered a defect or misrepresentation of an item. Fabric layout and placement of prints may also vary and are not considered a defect or misrepresentation of a product. Hot tubs heavily chlorinated pools and lotions may cause yellowing or fading of a swimsuit. These are not considered defects.

14.Accept returns for both defective and non-defective products

Order Cancellation

If you want to cancel the order, please contact us （service@whalegirlshop.com）and provide your order number and state the reason.

1. For orders cancelled within 24 hours of purchase but have not been shipped, we will offer a full refund.

2. For orders cancelled after 24 hours of purchase but have not been shipped, we will offer a full refund.

3. We will NOT accept order cancellation request if the orders have been shipped. Please apply for return after receiving the package.

4. Generally, you will receive a refund within 5 to 15 business days. (If no refund is received within 30 days, please contact us via email)