FAQ
HOW CAN I TRACK MY ORDER?
Orders placed before 12:00 pm EST are processed the same day. Orders placed after 12:00 pm EST will be processed the next day. Orders with US delivery can expect 3-4 day shipping times. Countries outside of the US can expect 5-14 days shipping times.
Once the order leaves our fulfillment center, an email confirmation with tracking information will be sent to the email you provided when creating your account. Please allow up to 24 hours from receipt of this email for tracking information to be logged by your carrier.
If you did not receive this email please contact us using our Contact Us Form
HOW DO I CANCEL OR ADJUST AN ORDER?
Since orders are processed immediately, they cannot be edited after they are placed.
Contact Us using our Contact Us Form
We will respond within 24 hours.
HOW DO I ENTER A DISCOUNT CODE OR GIFT CARD NUMBER ON MY MOBILE PHONE?
The checkout screen on the mobile website looks a little different than the desktop website.
Don't worry, we are here for you!
Press on the 'Show Order Summary' button. After you do that, you will see the box to enter your discount code or gift card number. If you have both, you can enter both.
HOW DO I SEND THE GIFT CARD I'VE BOUGHT TO THE RECIPIENT AT A LATER DATE?
At checkout select to send the digital gift card to the buyer (you) rather than the recipient.
You may then choose whatever day you wish to send the gift card to the recipient.
You may also print the PDF and send it via post delivery.
WHAT DOES IT MEAN IF AN ITEM IS AVAILABLE FOR PREORDER?
Preorder allows us to hold your place to make sure you get what you want. The item will be shipped by the date shown on the product page. Please note that your card will be charged fully when a preorder is placed. This is the only way we can reserve the item for you.
When your order is in the packaging stage, an email confirmation with tracking information will be sent to the email you provided when creating your account.
WILL I HAVE TO PAY ANY DUTIES AND TAXES ON TOP OF MY ORDER?
Customer will be liable for all import duties, customs and taxes.
These will be due at the point of entry, or after delivery.
Please be aware that Cool Sand Luke does not have any control over any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you of what the cost will be as these charges can vary according to country. Since these fees are not computed nor applied to orders by Cool Sand Luke, please contact your local customs office to find out more information if you are unsure of the charges.
HOW DO I RETURN AN ITEM?
We believe that every customer should be happy with their purchase.
Returns are hassle free through our online Return Portal:
Please read our return policy before processing a return on our return portal.
Our return portal is for US customers only.
International customers must contact us using our Contact Us Form
DO I NEED TO RETURN THE WHOLE SET?
Yes. For items sold as a set we need both the top and bottom to complete a return.
All swimwear and apparel sold as sets must be returned together.