FAQ
GENERAL
WHERE ARE KILAU SWIM BIKINIS MANUFACTURED?
KILAU SWIM is ethically manufactured by a small team of artisans in Bali, Indonesia.
CAN I FIND KILAU SWIM IN A PHYSICAL STORE?
KILAU SWIM is currently also available offline at selected stores in Bali (Indonesia), click here to check out our stockists.
WHICH PAYMENT METHODS DO YOU ACCEPT?
We currently accept payments via PayPal, credit card, debit card, or direct bank transfer — all processed securely through PayPal.
At checkout, you will be redirected to PayPal, where you can choose to log in to your PayPal account or pay directly with your bank account or debit/credit card without a PayPal account.
WHAT IS THE BEST WAY TO CONTACT YOU?
For order-related inquiries, please email us at info@kilauswim.com or get in touch with us via WhatsApp.
For collaboration requests, you can reach us through our Instagram account @kilau.swim.
Feel free to also use our contact form (for all matters), and we’ll get back to you as soon as possible.
SHIPPING & DELIVERY
WHERE DO YOU SHIP FROM?
Currently, all orders are shipped from Bali, Indonesia.
WHAT SHIPPING METHODS DO YOU OFFER?
Orders within Bali – GoSend (same-day delivery)
Domestic Orders (Indonesia) – Lion Parcel (2–3 business days)
International Orders – FedEx or DHL (3–7 business days)
WHAT ARE THE SHIPPING COSTS FOR MY ORDER?
We offer free shipping on all orders within Indonesia (our warehouse is in Bali, Indonesia).
For international orders, shipping rates are calculated based on your destination and order value. Shipping starts at $4.99 USD for most countries. U.S. orders are shipped for a flat rate of $24.99 USD, with all import duties and taxes included (no additional fees upon delivery).
ARE THERE COUNTRIES YOU DON'T SHIP TO?
Currently, we are unable to ship to the following countries/territories: Belarus, Central African Republic, Comoros, Cuba, Equatorial Guinea, Falkland Islands, Guinea Bissau, Iran, Johnston Island, Kiribati, North Korea, Mayotte Island, Myanmar, Nauru, Niue, Saint Pierre and Miquelon, Sao Tome and Principe, Sierra Leone, Solomon Islands, Somalia, St. Helena, Sudan, Syria, Russia, Tajikistan, Tokelau Islands, Turkmenistan, Tuvalu, Wake Islands, Yemen.
DO I HAVE TO PAY IMPORT DUTY/TAX ON TOP OF MY ORDER?
Orders within Indonesia are not subject to import duties or taxes.
Orders shipped to the United States include all applicable import duties and taxes in the shipping fee. No additional customs charges will be due upon delivery.
All other international orders will need to pass customs clearance processes and may be subject to import duties, taxes, and other fees determined by the destination country. KILAU SWIM is not responsible for any customs charges or local taxes on these international shipments.
Please familiarize yourself with your country's import regulations, as payment of duties and taxes may be required to receive your shipment.
If a shipment is returned to us due to the recipient's refusal to pay duties or taxes imposed by customs, any refund request will be assessed on a case-by-case basis. Any costs already incurred may be deducted from the refund amount, including shipping costs, import duties to Indonesia, and production or handling expenses if the package cannot be retrieved from customs.
RETURNS & EXCHANGES
WHAT IS YOUR RETURN & EXCHANGE POLICY?
International Orders
As a small business, all pieces are currently produced and shipped from our studio in Bali, Indonesia. Due to the high cost of international return shipping, as well as the high import duties, taxes, and customs fees incurred when goods are returned to Indonesia, we are unable to offer returns or exchanges on international orders at this time.
Orders Within Indonesia
We accept returns for products purchased within Indonesia, provided they are in new condition, with tags and liners intact, and in their original packaging, for store credit equivalent to the purchase price.
You have 14 days from the delivery date to return items for store credit. Customers are responsible for all return shipping costs.
We also accept exchanges for products purchased within Indonesia, provided they are in new condition, with tags and liners intact, and in their original packaging. Items may be exchanged for a different color or size within the same style (e.g., an ATRIA top in size S can be exchanged for an ATRIA top in size XS).
You have 14 days from the delivery date to request an exchange. Customers are responsible for all shipping costs associated with returning the item to us.
Please email us at info@kilauswim.com with your order number to initiate the return or exchange process.
