FAQ

1. What is Masaya Swim?

Masaya Swim is a swimwear brand created by Rose Steijn, a
former nomad who traveled the world before finding her happiness on the island of Saint
Martin. Inspired by tropical destinations and a love for the ocean, Masaya Swim offers stylish and high-quality swimwear designed to make you feel confident and carefree.

2. Where is Masaya Swim based?
Masaya Swim is based in Saint Martin, but we ship from the Netherlands for orders within
Europe.

3. Do you have a physical store?
Yes! Our main boutique is in Saint Martin, and Masaya Swim is also available at select retail locations. Follow us on Instagram (@masayaswim) for updates on where to find us!

4. How can I contact customer service?
You can reach us at hello@masayaswim.com. We’ll get back to you as soon as possible!

5. What payment methods do you accept?
We accept credit cards and PayPal.

6. Do you offer payment plans or installment options?
No, we currently do not offer installment payments.

7. Can I change or cancel my order after placing it?
If you need to change or cancel your order, please email us at hello@masayaswim.com as
soon as possible. We will do our best to accommodate your request, but once your order has been shipped, you will need to return it following our return policy.

8. How can I track my order?
At this time, we do not provide tracking details. If you have concerns about your order, feel free to contact us.

9. Do you offer gift cards?
Not yet, but stay tuned!

10. Where do you ship to?
We ship worldwide!

11. How long does shipping take?
Shipping times vary depending on the destination. For estimated delivery times, please
check our shipping page or contact us.

12. What are the shipping costs?
Shipping costs depend on your location. The final shipping fee will be calculated at checkout.

13. Do you offer express shipping?
No, we do not offer express shipping at the moment.

14. Will I have to pay customs fees or taxes?
Customs fees and taxes depend on your country’s regulations. Please check with your local customs office for more information.

15. What is your return and exchange policy?
We accept returns and exchanges within [X] days of receiving your order. Items must be
unworn, unwashed, and in their original condition with tags and hygiene liners intact. For
more details, please visit our Return Policy page.

16. How do I request a return or exchange?
To request a return or exchange, please
email us at hello@masayaswim.com with your order number and the reason for your return. We will provide you with further instructions.

17. Do you offer free returns?
No, return shipping costs are the responsibility of the buyer.

18. Can I return a bikini if I tried it on?
Yes, as long as the hygiene liner is still in place and the item is unworn, unwashed, and in its original condition with tags attached.

19. How long does it take to process a return or refund?
Once we receive your returned item, please allow up to 10 business days for processing. Refunds will be issued to the original payment method.

20. How do I know which size to order?
Please refer to our size chart to find the best fit for you.

21. Do you have a size chart?
Yes! You can find our size chart.

23. What if I’m between sizes?
We recommend sizing up for the best fit.

24. Are your bikinis adjustable?
Some styles are adjustable, while others are not. Please check the product description for details on each style.

25. How should I wash and care for my swimwear?
Check the care instructions [here].

26. Can I machine wash my Masaya Swim bikini?
Yes, but we recommend using a cold and gentle cycle to preserve the fabric quality.

27. Will the colors fade over time?
Our swimwear is made from high-quality materials designed to maintain color vibrancy.
However, to extend the life of your bikini, we recommend rinsing with fresh water after
swimming and avoiding prolonged sun exposure or harsh chemicals like chlorine.

28. What materials are Masaya Swim bikinis made from?
Our bikinis are made from high-quality nylon for a comfortable and durable fit.

29. Are your bikinis sustainable or eco-friendly?
Yes! Sustainability is important to us, and we are committed to responsible sourcing and
production.

30. Where are your products made?
Our bikinis are designed in Saint Martin and ethically produced in China.

31. Do you have an ambassador or influencer program?
Yes! If you’re interested in collaborating, please email us at hello@masayaswim.com.

32. How can I collaborate with Masaya Swim?
For collaboration inquiries, please email us at hello@masayaswim.com.

33. Do you offer price adjustments if an item goes on sale?
Yes! If a price adjustment applies, we will notify eligible customers via email. Subscribe to
our email list to stay updated.

34. Do you offer wholesale or bulk ordering?
Yes! If you're interested in wholesale or bulk purchases, please contact us at
hello@masayaswim.com.

35. What should I do if I receive a defective or incorrect item?
Please email us at hello@masayaswim.com, and we’ll take care of it for you as soon as
possible.