Frequently Asked Questions

You got questions? Don’t worry, we’ve answered some Frequently Asked Questions below so you don’t need to ask us and wait for reply!

Account Questions

Shipping & Orders

Sales Questions

Payment issues

Returns

Miscellaneous

Size & Fit

S&H Rewards

Account Questions

Find solutions to frequently asked questions, tips for password recovery, and insights into account privacy.

Should I create an account before making purchase?

For the best Store S&H experience, we recommend that you sign up for a free account hereSign-up is quick and easy, plus you’ll be able to enjoy perks like earning points and members-only benefits! Click here to find more benefits.
If you don’t want to sign up at the moment, you can still shop and checkout as a guest.

If I created an account on the website, can I use that login for the App, or vice versa?

Currently, we have standalone website and app membership programs, which means you’ll have to sign up on the website and the app individually to enjoy the membership benefits on both platforms. However, you can use the same email to sign up for both.

I forgot my password, how do I reset it?

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.

I want my Account to be delete

When a customer requests to delete their account, first, the user initiates the request through the account settings or by sending an email to our support. We then verifies the identity of the requester to prevent unauthorized deletions. Once confirmed, the system triggers a deletion process, permanently removing the user’s data from the database. This process often includes erasing personal information and disassociating any stored data from the user’s identifier. A confirmation notification is usually sent to the user, ensuring transparency. 

Can I create an account during checkout?

Yes,

just make sure to check the box at the bottom after your personal information. an email will be sent to you to create a password.

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Shipping & Orders

Explore answers to common queries about shipping rates, delivery times, tracking, and more. Our goal is to simplify the shipping process, providing clarity and confidence in every shipment.

How long does shipping take?

Please allow 1 business day to process in addition to the shipping times. For more information on shipping time, please click here.

If my order is delayed, what should I do?

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 on shipping time, please click here.

Can I have my order redirected to a different address?(shipped)

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!

Can you deliver to a PO Box?

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.

How do I track my order?

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.

What should I do if I never received my order?

Please verify all of your shipping details are 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.

Still need help ? Contact Us

Sales Questions

Whether you’re wondering about order status, payment methods, or shipping details, we’ve got you covered. Explore our concise and informative answers to streamline your experience.

Can I cancel or change my order?

Your order can be canceled/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 the order was placed.

What does pre-order mean?

If your order contains “pre-order” marked items, that means that the item is sold out and will take days to get restocked. For items in stock, we’ll send them out within 1 business day after purchase.

Are there any coupons or promo codes I can use?

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!

How do I use coupons or gift cards?

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 .

How can I find my order information?

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.

Will I be charged a customs tax?

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.

My order didn't go through. What should I do now?

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.

What does one size mean?

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!

How can I get free shipping for my order?

You can click here to view StoreS&H’s shipping policy. Please note that shipping fee is determined by the order value after any discounts have been applied.

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Payment Issues

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Which payment methods do you accept?

We accept the following forms of payment:

To pay with PayPal, Afterpay or Klarna

Step 1:Create an account on the Paypal/Afterpay/Klarna website.
Step 2:After clicking “Complete order”, you will be redirected to Paypal/Afterpay/Klarna to complete your purchase securely.
Step 3:Select “REMEMBER ME” to save your information for a faster checkout.

What should I do if my card is declined?

To ensure your order is not declined when placing a new order we suggest the following:
– Check the card details on your Cupshe 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.

How does Afterpay work?

Afterpay is a payment method that allows you to buy now and pay later making budgeting easier, allowing you to break down your payments into four equal installments. It is available to all customers with a billing and delivery address registered in USA and Australia. Click here to learn more.

What should I do if there is a payment error?

If you are experiencing error messages when making a payment, please make sure you’ve entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.

Will I be charged International bank fee or transaction fee when ordering?

Depending on where you are ordering from, you may incur an 2-3% international transaction fee by your bank. This charge comes directly from your bank and is outside of our control. Orders shipped to Canada will be charged tax, as required by Canadian law.

Are my details safe when ordering online with Store S&H?

Store S&H takes your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
We’re always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!

Can I use more than one coupon code on my order?

At this time, only one promotion (coupons, free shipping vouchers, promo codes) can be applied per order.

What do I do if my coupon isn't working?

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 Cupshe, 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.

Still need help ? Contact Us

Returns

We understand that sometimes things don’t go as planned, and that’s why we’re here to address all your return-related queries. Whether you’re seeking information on our return policy, initiating a return, or understanding refund procedures.

What items can't be returned?

For sanitary reasons, beach blankets,swimming rings, sunglasses, jewelries, hair accessories and items marked as flash sale, final sale & special sale are not eligible for returns or exchanges unless there is a quality issue.

Are pre-order items refundable?

Yes, pre-order items are refundable. We can accept your refund request if you’ve received your pre-order items within 30 days upon delivery.

How do I submit a return or exchange request?

If you placed the order via the registered account, you can request a return or an exchange by clicking the “Order History” link on your account page. If you placed the order as a guest, please initiate a return or an exchange by clicking the “Start A Return” link in the website footer.

Can I return an item purchased with a coupon?

Please note that purchases made with coupons cannot be returned or exchanged. If you made a purchase with a combination of a coupon and a 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.

I've received a damaged or defective item. What should I do?

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

What should I do if my package is missing an item?

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.

I got the wrong size! Can I exchange for a smaller/bigger size?

Yes! We’re happy to help you exchange for the right size within 30 days of the delivery date.

1) Please contact us via live chat 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.

Do you provide free return labels?

Please note the return label is only valid for 21 days after the approval of our Customer Care Team.

The charge of return label increases according to the number of items you refund.

The specific price is as follows:

Numbers of Items Charge
1-2 $9.99
3-5 $12.99
6+ $15.99
Where should I send my returns?

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.

Can I return the item to your warehouse, office, or physical store?

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.

I've sent out my return package. What's the next step?

That’s it! Once we’ve received your returned package, we’ll take care of the rest and process your refund asap.

When can I expect my refund?

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 the timeframe mentioned above, please contact the issuing bank of your credit card.

*Due to current situations, your credit card refund may require an additional 3-5 days to process. Thank you for your patience and understanding.

Still need help? Contact Us

How can I get the refund for my return?

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 Cupshe.com. Please note that purchases made with coupons can not be returned or exchanged.

What happens if a refund goes to a closed/cancelled account?

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.

What would make my order ineligible for returns/exchanges?

1) For hygiene purposes, worn clothes cannot be refunded, unless there is a quality issue.

2) Return/exchange requests made over 30 days time frame cannot be refunded.

3) Only orders purchased on Storesnh.com or the official Store S&H 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 Store S&H items sold on unauthorized platforms. If you are unsure, you can clarify with our Customer Care Team to ensure you are buying a legitimate Store S&H item.

4) We are unable to accept returns or exchanges on any gifted items as we are only able to refund them to the original source of payment. We appreciate your understanding.

Do you accept returns outside of the US?

Unfortunately, we only offer return labels for US and Canada orders

How do I check my refund status?

If you placed the order via the registered account, you can request a return or an exchange by clicking the “Order History” link on the account page. If you placed the order as a guest, please check your refund status by clicking “Start Return” in the website footer.

Why can’t I request a return on your return page?

If you have issues requesting a return, please check the following scenarios:

1. A return has already been requested for the same order.

2. Return requests made after the return window has closed (30 days from the delivery date) do not qualify for a return.

3. Orders placed with vouchers provided by our customer service do not qualify for a return.

4. For quality issues, wrong items, and exchanges, please contact our customer service directly via email customercare@storesnh.com for assistance.

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Miscellaneous

From account settings to general inquiries, we’ve gathered concise answers to address a myriad of topics, this FAQ is your go-to guide.

Where are your products shipped from?

StoreS&H is an international company that serves many regions and countries, therefore, we have team members and warehouses all over the world. Your package will be shipped from whichever warehouse that has the inventory and is closest to you.

Do you offer swim separates for tops and bottoms?

We offer both swimwear sets as well as separates that you can purchase individually. Please click here to view our styles that are offered in separate tops and bottoms.

How do I change the currency displayed when shopping?

Prices on storesnh.com are listed in USD. If you are shopping outside of the U.S., you can click ‘Change Location’ at the top left corner of our website.

Can I save items I like for a later purchase?

Yes, you have a heart on the top right of your navigator is your wishlist or Save for Later function, all our products have a heart symbol when you press, will save the product to your wishlist!

What are the care instructions for Store S&H swimwear?

*Hand wash cold with mild detergent
*Do not bleach
*Do not iron
*Do not dry clean
*Do not tumble dry
*Hang or lay flat to dry

How can I file a complaint?

We feel sorry if you need to file a complaint.
If you need to get in touch with Customer Care Team, our advisors are always here to help and resolve your request. Our team is well trained, and will ensure your request being handled accordingly.
Please follow the steps below:
Use the ‘Contact Us’ button below and choose the ‘Submit a ticket’. After filling in Your Name and Your email, select ‘Complaint’ under the ‘Select Your Subject’ option.
Provide as much information as possible (for example your order number and Cupshe registered email), so our team can help you straight away.
Once receiving your request, our team will get back to you ASAP. This may take a little longer during rush hours.
Rest assured that we will help you solve your problem.

Still need help ? Contact Us

Size & Fits

We understand the importance of getting your size right, and that’s why we’ve compiled comprehensive answers to address all your concerns.

How do I find the right size?

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!

Can I purchase different sizes for tops and bottoms?

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!

Is everything true to size?

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!

Why are there different size charts on the website?

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.

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S&H Rewards

Whether you’re eager to understand how to earn points, redeem rewards, or explore exclusive benefits, this FAQ is designed to be your companion in the world of perks and privileges.

What is the SHrewards Club and how can I join?

SHrewards Club is Cupshe’s loyalty program where you get rewarded every time you shop! New customers can create an account to join for free. For full details about Sunchasers, you check out https://www.storesnh.com/SHrewards

How do I access to my SHrewards Account?

Simply log into your account on our website and you’ll be able to access all of your SHrewards membership information.

If I have two accounts, can I transfer points from one account to the other?

We are unable to transfer rewards between accounts. Ideally, you’d earn all your rewards on one account so you can reach your rewards faster. Our Customer Care team can check which account has the most rewards on it for you. You can live chat with our Customer Care Team here. Please note, customers are restricted to one SHrewards Club membership per person.

How do I maintain my SHrewards Club status level?

Once you reach a SHrewards Club tier level, you will be able to enjoy the full benefits for 12 months unless your spending increases and you move up a level and enjoy even more rewards and benefits. However if your membership status doesn’t change for 12 months, your status will be determined by the last 12 months spent.

Can I deactivate or cancel my account?

If you opt out of the SHrewards Club, we won’t be able to keep you up to date on your exclusive offers, events, and most importantly, your rewards! We’d love to keep you with us, but if you have made up your mind, please LiveChat with us or contact our Customer Service Team here Please note, that if you deactivate your Sunchasers Club account, you won’t be able to access your Sunchasers Club page or your previous account information. However, you can rejoin anytime by contacting our Customer Care Team.

Will my SHrewards points or SHrewards tier level downgrade after I opt out or cancel my account?

If you cancel your SHrewards Club membership, you won’t be able to access to your SHrewards Club page or your previous account information nor will you be able to use your points. You can re-join anytime by contacting our Customer Care Team; however, please note that points expiration dates do not pause when your account is deactivated.

What can I redeem with SHrewards points?

You can redeem SHrewards Club points for coupons and free shipping vouchers. Each tier has unique benefits – the higher up the tier, the better the perks! For more information on our Sunchasers membership, click here: https://www.storesnh.com/SHrewards

How can I get more SHrewards points?

Once you sign up for the Sunchasers Club, you earn points when you shop, redeem rewards, get exclusive discounts and so much more. For more info, check out https://www.storesnh.com/SHrewards

When will I receive the points and when will my account be upgraded?

Every time you make a purchase, the points you earn will be added within 26 days after your payment is received. Your points can be viewed in Activities History under your account. When the amount spent hits the requirement, your membership will be upgraded accordingly.

How do I calculate earned points for spending?

For every dollar you spend, you get 5-7 points (the higher your membership tier is, the more points you’ll earn per dollar spent). Please keep in mind that discounted amounts and shipping fees do not count toward earning points. To view your points progress, you can log into your SHrewards account to see the Activity History.

How do I get birthday points?

You can login to your account, then click “add birthday” to update the information. Points will be issued to you within 1 day. If your birthday happens on the same day as your submission, please reach out to us via live chat and we will provide to add the points manually for you.

If I sign up after placing an order, will I still get points for it?

If you create an account within 30 days of placing your order, you’ll be able to receive your points.

How do I earn points when referring a friend?

Log into your SHrewards Club account and find the custom link that you can share with your friends for referral rewards.
Your friends will get 20% off their first order through the link. After they make their first purchase, you can receive up to 1,500 points* if no refund requests are made within 26 days of receiving.
*Referral points vary based on your membership level.

I've invited my friends - when will I get my points?

Your friends will get 20% off their first order through the link. After they make their first purchase, you can receive up to 1,500 points* if no refund requests are made within 26 days of receiving.
*Referral points vary based on your membership level.

How can I get points by writing a review?

After you receive your order, you’ll be prompted via email to leave a review. You can leave a review to earn SHrewards points to redeem for free swimwear or beachwear items!
Should you have any questions or concerns about your order, feel free to contact our Customer Care Team here.

I left a review but still haven't received any points - how can I get them?

Please reach out to our Customer Care Team via LiveChat. To expedite the proccess, please provide your email address and a screenshot of your review.

How do I check my SHrewards points balance?

Once you are logged into your account, you will see your tier status and points balance at the top.

How can I check my SHrewards points activity?

Once you are logged into your account, you can click Check History to view your points activity.

What do the different point statuses mean?

Approved: Your points have been successfully added to your account
Pending: Your points are pending review and waiting to be added to your account
Void: Your points have been refunded
Declined: Your points have been declined because the associated order has been canceled or refunded

Do SHrewards points expire, and will my SHrewards tier level downgrade?

SHrewards points will expire after 12 months of your last order date. Your tier status will be reviewed based on your spending in the last 12 months.

Why have my points been deducted?

If you see that your points have been deducted, it may be because you returned the order that earned you the points or it could be that the points have expired after 12 months. For more information, feel free to contact our Customer Care Team.

How do I redeem a coupon or free shipping voucher with points and when will the coupon or free shipping voucher expire?

Login your account, then scroll down to the “Rewards” section. You can view what benefits you have in your current membership tier level. You can redeem a coupon or free shipping voucher based on the points you’ve collected.
Please note that only SAND, SEA and SUN tier levels can redeem free shipping vouchers. Free shipping vouchers cannot be applied to orders that ship to the United States Outlying Territories or the “Rest of The World” options. Each free shipping voucher can only be used once. If the shipping fee is less than the shipping voucher amount, then the balance will not be refunded. In case the shipping fee is higher, then shipping voucher can’t be applied. Simply enter the shipping voucher code when you check out, and you will see the free shipping discount reflected.

Are orders made with coupons or free shipping vouchers eligible for returns?

Orders purchased with a coupon or free shipping voucher are still eligible for return or exchange within 30 days upon delivery.

Can I combine coupons with free shipping vouchers? I tried to combine them and it's not working.

At this time, only one promotion (coupons, free shipping vouchers, promo codes) can be applied per order.

How do I use the free shipping voucher? Will I be refunded if the shipping fee is less than the voucher?

Simply enter the shipping voucher code when you check out, and you will see the free shipping discount reflected. If the shipping fee is less than the shipping voucher amount, then the balance will not be refunded. In case the shipping fee is higher, then a shipping voucher can’t be applied.
Please note that only SAND, SEA, and SUN tier levels can redeem free shipping vouchers. Free shipping vouchers cannot be applied to orders that ship to the United States Outlying Territories or the “Rest of The World” options. The free shipping voucher can only be used once.

Can I get request a refund for my points after I've redeemed them for coupons or shipping vouchers?

Yes, we’re happy to refund your points back as long as you have not used the coupon or free shipping voucher that you redeemed them for. Please contact us via LiveChat or reach our Customer Care Team and we’ll help you with your request.

How do I get free product voucher and how do I use it?

Login your account, then scroll down to the “Rewards” section. You can view what benefits you have in your current membership tier level.
You can redeem a free product voucher based on the points you’ve collected. Click”Get Reward” to generate code. Copy the code and use it when you checkout to get discount.
Please note that only SEA and SUN tier levels can redeem free product vouchers.
Free products are curated by Cupshe, so only sizes can be selected. We change out the free products with new items occasionally to keep things fresh!

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