FAQs

ACCOUNT RELATED
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For the best ECUPPER experience, we recommend that you sign up for a free account here. Sign up is quick and easy, plus you'll be able to enjoy perks like earning points and members-only benefits!
If you don't want to sign up at the moment, you can still shop and checkout as a guest.
To reset your password, click “Forgot password” on the sign in page. You'll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team
SIZE&FITT
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Use our Size Guide to find the best size based on your measurements.
For more specific sizing information, please feel free to reach out to our Customer Care Team and we'd be happy to help you find the perfect fit!
Yes, you can view separates that you can mix and match here. Although we do also have plenty of cute swimsuits that are sold in sets, we're working on developing more mix and match silhouettes, so stay tuned!
To provide a better fit, we have listened to customers and constantly seeking ways to improve our products and optimize our size chart. If you have any questions about fit or need help selecting your size, please don't hesitate to contact our Customer Care Team
To reset your password, click “Forgot password” on the sign in page. You'll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team
PAYMENT ISSUES
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We accept the following forms of payment:
To ensure your order is not declined when placing a new order we suggest the following:
- Check the card details on your ECUPPER account to make sure the information is correct, e.g. the expiration date or balance in your account.
- Make sure you enter the security code correctly - that's the three digit number on the back of your card.
Your credit or debit card company may have declined your payment. If this is the case, you will have to discuss directly with the issuing card company to find out why as we have no access to this information.
- As an alternate solution, you can try paying with a different card.
If you've tried the options above and are still having problems, contact our Customer Care Team with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.
If your coupon isn't working, please feel free to get in touch with our Customer Care Team for assistance. Please keep in mind:
- Only one coupon code can be used per order.
- Conditions of each promotion vary, so make sure you check the details provided when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiration date or a limited amount. You should be able to find the conditions in the same place you found the code whether it be through an email or on our website.
- Some codes will only work for designated people. If you've received the code in an email from ECUPPER, then the code may be only eligible for use with that email address. Make sure you are completing the purchase using the same email address that the code was sent to.
ORDER RELATED
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Your order can be cancelled/changed before it is shipped. Once your order has been shipped, you will receive a shipping information email. In this case, you may simply return any unwanted items by following our Return Instructions after you receive it within 30 days upon delivery.
For expedited assistance, please contact our Customer Care Team via Livechat within 3 hours after order was placed.
Sign up for our email newsletter and keep an eye out on our homepage as we are always featuring awesome campaigns, some of which do have coupon codes.
You can also check our Shop the Deal page for latest deals!
To use a coupon code or a gift card, enter it into the "Gift card or coupon" field during checkout and click “Apply.
Please note that each code can only be used once. Discounts cannot be combined with other promotions.
For more information on how to get a coupon code, click here
You can log into your account on our website to view your order history. You can also review order information in the confirmation email that was sent to you at the time of purchase.
For further assistance, feel free to reach out to our Customer Care Team
Customs taxes vary by country and will be charged according to the local customs policies. If you were required to pay a customs fee, please contact our Customer Care Team for further assistance.
If your payment has been declined, then you'll need to double check your payment information and place your order again. We aren't able to reinstate an order once the payment has been declined.
Need further assistance? Contact our Customer Care Team, include as many details as you can about the issue (including any error messages you receive), and we'll try to resolve it as soon as we can.
One size (OS) means that the item only comes in one size that is made to fit a range of sizes.
When it doubt, feel free to contact our Customer Care Team for assistance on finding the perfect fit for you!
DELIVERY
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Once your order is placed, it will leave our warehouse within 2 business day (Monday-Friday, excluding public holidays). Please allow 2 business day to process in addition to the shipping times listed below for your selected shipping method. here
If you didn’t receive your package within the time frame of the shipping method you selected, please feel free to contact our Customer Care Team. We'll be more than happy to help!
For more information of shipping time, please click here
Please note that once your order has been shipped and in transit, we will not be able to update the shipping address.
If the original address is a valid address, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you.
If the original address is invalid, your package will be undeliverable and returned to our warehouse. You can contact our Customer Care Team with the order number. We'll be more than happy to help!
Please note that we are only able to deliver to PO Boxes via expedited shipping, NOT Express shipping. Please make sure to enter a physical address to avoid any issues with your shipment.
If you have an account, you can login and click 'Track' to see your order tracking details.
If you purchased as a guest, then you can view your tracking information here
Please verify all of your shipping details were correct. If you find that your details were filled out incorrectly or need further assistance, please contact our Customer Care Team with the order number and we'll be happy to help.
RETURNS
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For sanitary reasons, swimsuit, beach blankets, towels, swim shorts are not eligible for returns or exchanges unless there is a quality issue. Items marked as flash sale, final sale & special sale are also not returnable unless there is a quality issue.
Please note that purchases made with coupons cannot be returned or exchanged. If you made a purchase with a combination of a coupon and regular form of payment, only the amount exceeding the coupon value is refundable. If you need more help, feel free to contact our Customer Care Team
We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.
Incase you receive a damaged or defective item, please get in touch with us and we'll try and sort it out for you as soon as possible. Make sure to include the information below:
1) Your order number
2) Product name or SKU number/Product code (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right!
Incase you receive the wrong item, please get in touch with us and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
If you've received a package with an item missing, it's most likely one of two things:
1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.
2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team so we can look into this for you as quickly as possible.
Yes! We're happy to help you exchange for the right size within 30 days of the delivery date.
1) Please contact us via livechat or email to request an exchange. We'll send you exchange instructions within 24 hours.
2) Once we reply to your request, you will receive refund options. You will be required to reply with your selected refund option in order to proceed.
3) You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.
4) When we receive your package, we will process your refund as soon as possible.
* Note: We currently are unable to offer a free returns service, so return shipping must be made at your own cost.
We currently are unable to offer a free returns service, so return shipping must be made at your own cost. To ensure a successful return, please return using a standard shipping service that provides tracking.
Once you submit your request for return, we will send you the return address. Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.
We currently do not accept return methods other than our standard return procedure. Please follow our return process so we can help you out as quickly as possible.
Awesome! Once you've sent out your return package, please provide the proof of shipment and tracking number to us. Once we receive your returned package, we'll take care of the rest and process your refund as soon as possible.
To ensure that we can process your refund quickly, please ensure you follow the instructions closely and provide all of the required information. Once we receive the return package and determine that it's eligible for a refund, you can refer to the following chart for an estimated timeframe on when to expect to receive your refund:
Refund Method
*Cash Coupon
PayPal
Credit Card
Time Frame
Instant
3 Business Days
Within 10 Business Days
*If you do not receive a credit to your account within timeframe mentioned above, please contact the issuing bank of your credit card.
*Due to current situations, your credit cards refund may require an additional 3-5 days to process. Thank you for your patience and understanding.
Depending on the refund option you choose, refunds will be issued to your original account or as a coupon, which you can use to shop on Ecuppers.com. Please note that purchases made with coupons can not be returned or exchanged.
Refunds are credited to the original form of payment. If your bank account has closed since you've made the purchase, you will need to contact your bank directly for information on how to receive the funds.
Tips:
1) Before making a purchase, please carefully review your payment information and double check to make sure it can be used as a valid form of payment.
2) It is your responsibility to ensure that your credit card account is not closed or canceled. We can only issue refunds to the original form of payment, so if your card closed or canceled, you will need to contact the bank directly for further information.
3) If you card is lost or stolen but you need a refund, please let us know as soon as possible. We will need you to provide relevant documents and share your updated account information so we can issue your refund to your secured account.
1) For hygiene purposes, worn clothes cannot be refunded, unless there is a quality issue.
2) Return/exchange request made over 30 days time frame cannot be refunded.
3) Only orders purchased on ECUPPER.com or the official ECUPPER App can be returned; we cannot refund or exchange any items purchased from any third party vendors or websites. Please be aware that there are counterfeit ECUPPER items sold on unauthorized platforms. If you are unsure, you can clarify with our Customer Care Team to ensure you are buying a legitimate ECUPPER item.
4) We are unable to accept returns or exchanges on any gifted items as we are only able to refund to the original source of payment. We appreciate your understanding.
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