FAQ

Our Client Services team can be reached at shop@samelosangeles.com.

As soon as your order ships you will receive an email confirmation at the address entered on your order. Please allow 24-48 hours for tracking to update. If you don't see it, check your spam folder and add shop@samelosangeles.com to your safe sender list. You can also check your order status by signing into your account.

Please visit our Stores page for location details and store hours.

We accept Visa, MasterCard, Discover, and American Express, as well as PayPal. We do not accept personal checks, money orders, or direct bank transfers.

Measurements and fit notes are listed on each product page under the 'Fit and Size' tab.

Care instructions are listed on each product page and printed on the garment label. For swimwear, rinse in cold water after wear and lay flat to dry.

Once your order has been placed, you have 30 minutes to make adjustments directly from your Order Confirmation page, including updating your shipping address, changing quantities, or canceling your order.

After the 30 minute window, if you need to request a change or cancellation, please contact us as soon as possible. We will do our best to accommodate your request; however, once an order has been processed, we are unable to make any changes or cancellations.

To ensure your order arrives correctly, we recommend reviewing all order and shipping details carefully before completing your purchase.

Once your order has been placed and processed, you will receive a confirmation email with your order details, including a tracking number and a link to track your shipment.

Click the tracking number in your email or enter it directly on our tracking page to view the latest shipping updates.

Please note that tracking information may not be available immediately. Your tracking status may show “Label Created” until the package has been received and scanned by the shipping carrier.

Please allow 24–48 hours after receiving your tracking information for carrier updates, including your estimated delivery date, to appear.

Occasionally an item sells out before we can fulfill it. If that happens you will be contacted within 24-48 hours and the unavailable item will be removed from your order; any remaining items still ship. Orders may also be cancelled if we need to verify billing or payment information and do not hear back, as we cannot hold orders longer than 3 business days.

Please allow 1-3 business days for processing, in addition to the transit time for your chosen shipping method. Orders are processed Monday-Friday, 9am-12pm EST, excluding holidays. Orders placed after 12pm EST are not guaranteed to ship until the following business day. We do not ship on weekends and do not offer Saturday delivery.

Excluding Hawaii and Puerto Rico:

• Ground - $12, free on orders over $300
• 2-Day - $25
• Next Day - $50

Yes. Orders placed before 12pm EST ship within 1-3 business days via DHL Express. International orders are handled through Global-e and ship Delivery Duty Paid, so duties and taxes appear as a separate line item at checkout and are passed directly to your local customs office. SAME is not responsible for international shipments lost in transit.

For international orders placed through our Global-e checkout, duties and taxes are calculated and shown as a separate line item before you pay, so there is nothing further to pay on delivery.

If a package is marked as delivered but has not been received, or is confirmed lost, we will initiate a carrier investigation to locate the shipment and determine the cause of the issue. We kindly ask for your patience during this period, as carrier reviews typically take up to 7 business days.

If the carrier is unable to provide a resolution within this timeframe, we will promptly offer you the choice of a replacement or a full refund.

Full-price items purchased on samelosangeles.com are eligible for store credit, exchange, or refund within 14 days of delivery. Merchandise must be returned new, unused, unworn, unwashed, unaltered, and undamaged, with all original packaging and hang tags, individually packed in our clear zipper polybags. Swimwear must be tried on over underwear with the hygienic liner intact. Final sale items are not eligible for return, and original shipping fees are not credited back.

To start a return, visit our Return Portal to submit your request and print a pre-paid shipping label. A $12 restocking fee plus $3 per unit is deducted from your refund. If you received free shipping and return your full order, an additional $12 shipping fee is deducted. All restocking fees are waived if you choose an exchange or store credit.

International orders can be returned for a refund on full-price items within 14 days of delivery. Exchanges and store credit are not available on international orders. Final sale items are not eligible for return, and original and return shipping fees are not credited back.

To start a return, visit our International Return Portal to submit your request and print a pre-paid DHL label. A $35 restocking and shipping fee is deducted from your refund.

Purchases made at our pop-up locations are final sale, so no refunds are provided. We offer exchanges or store credit only, within 7 days of purchase, for items in unused, unwashed condition with original tags and proof of purchase. Exchanges and store credit are subject to availability and must be processed in store at the location where the item was purchased.

Online and in-store purchases cannot be crossed over: in-store purchases cannot be exchanged for online items, and online purchases cannot be returned or exchanged in store.

For any reports of missing, damaged, defective, or incorrect items received, customers are required to provide a photo demonstrating that the item received is damaged, defective, or incorrect, or that the item(s) are missing.

Please email your photo, along with your order number, to shop@samelosangeles.com and our Client Services team will follow up with you.

EU law gives you the right to withdraw from most online purchases within 14 days of delivery. Before your order ships, email shop@samelosangeles.com. For a fulfilled order, submit your request through our Return Portal. You are responsible for the shipping costs of returning the item, which are deducted from your refund.

Please allow up to 21 business days for your return to be processed after it arrives at our facility. You will receive email confirmation once a refund, exchange, or store credit has been issued.