FAQ
The brand
What is Masaya Swim?
Masaya means "happy" in Tagalog. The brand was founded by Rose Steijn, who travelled the world before settling on the island of Saint Barth. Every piece is designed there, inspired by island life and made for sun-soaked days and golden evenings.
Where are you based, and where do you ship from?
We are based in Saint Barth. All orders ship from our warehouse in the Netherlands.
Do you have a store?
Yes, our boutique is in Gustavia, Saint Barth: 4 Rue du Bord de Mer, Gustavia 97133, Saint-Barthélemy. Follow @masayaswim for pop-ups and stockists.
Where are your pieces made?
Designed in Saint Barth, produced in small runs by our partner atelier in China, which we visit and work with directly. Our fabrics are made with recycled materials.
Orders and payment
Which payment methods do you accept?
All payment methods available in your country are shown at checkout. Payments are processed securely through Shopify.
Can I pay in instalments?
If instalment payment is available in your country, you will see the option at checkout.
Can I change or cancel my order?
Email hello@masayaswim.com as soon as possible with your order number. We can usually help if the order has not left the warehouse yet. Once it has shipped, you can return it following our return policy.
Do you offer gift cards?
Not yet. Sign up for the newsletter and you will be the first to know.
Shipping
Where do you ship?
Worldwide.
What does shipping cost?
Shipping is complimentary on orders of €200 and above. Below that: the Netherlands €5.95, Europe (EU) €13.20, United Kingdom £12, rest of the world from €19. The exact rate is shown at checkout.
How long does delivery take?
Orders are packed within 1 to 2 business days. Delivery after that: the Netherlands and Belgium 1 to 2 business days, the rest of Europe 2 to 5, USA and Canada 6 to 12, rest of the world 8 to 12.
Can I track my order?
Yes. You receive a tracking link by email as soon as your order ships.
Do you offer express shipping?
Not at the moment.
Will I pay customs or duties?
Within the EU, no. Outside the EU, your country may charge import duties or taxes on delivery. These are not included in our prices and are the customer's responsibility.
Returns and exchanges
What is your return policy?
You can return any item within 14 days of receiving it, as long as it is unworn, unwashed, with tags and the hygiene liner in place. Items marked final sale cannot be returned. Full details are in our return policy.
Can I return a bikini I have tried on?
Yes. Try it on over your own underwear, keep the hygiene liner in place, and it can come back to us.
How do I return or exchange something?
Email hello@masayaswim.com with your order number and what you would like to return. We will send you the return instructions. For an exchange, return the item and place a new order for the size or colour you prefer; that way your new piece ships straight away.
Are returns free?
Return shipping is at your own cost. We refund the item within 7 business days of receiving it, to the original payment method. Original shipping costs are not refunded.
What if my item arrived damaged or wrong?
Email us at hello@masayaswim.com with a photo and your order number. We will sort it out immediately, at our cost.
Fit and care
How do I choose my size?
Use our size guide. Between sizes? Go up for a bit more coverage, down for a snugger fit.
Are the tops adjustable?
Most are. The product page tells you which ties and straps adjust on each style.
How do I care for my swimwear?
Rinse in cool fresh water after every swim, wash by hand or on a cold gentle cycle without fabric softener, and dry flat in the shade. Avoid rough surfaces, sunscreen oils and prolonged contact with chlorine. Treated this way, the colours stay rich for summers.
Will the colours fade?
Our fabric is made to hold its colour. Rinsing after swimming and drying out of direct sun keeps it that way.
Working with us
Do you have an ambassador or influencer programme?
Yes. Email hello@masayaswim.com with your profile and we will get back to you.
Do you sell wholesale?
Yes, to selected boutiques and resorts. Write to hello@masayaswim.com.
Still have a question?
hello@masayaswim.com. We reply within one business day.
