Monday Swimwear Customer Service — Expert Guide

Contents

1 Monday Swimwear Customer Service — Expert Guide

Overview and what customers should expect

Monday Swimwear customers should expect e-commerce customer service standards: a first response within 12–48 business hours, resolution for simple issues (size exchanges, order status) within 3–7 business days, and refunds posted to the original payment method within 5–10 business days after approval. These timeframes align with industry benchmarks (Zendesk/Forrester reports show median first-response times of 12–24 hours for fashion e‑commerce in 2024), and they are the baseline you should measure against when contacting Monday Swimwear.

Be prepared with your order number, SKU, and clear photos: the faster you provide evidence, the faster the team can process a replacement or refund. If you need a decision for planning travel or an event, call out the date: noting a wedding date or travel departure reduces ambiguity and increases the chance of expedited handling when courtesies are available.

Contact channels and how to prepare a case

Brands typically offer email, web chat, and social media DM for first-line support; phone support is often reserved for escalations or wholesale customers. When you create a case, include the exact details customer service agents need to act immediately—order number, item name/SKU, size, color, and clear images of the product and tags. If the issue is fit-related, include body measurements (bust, underbust, waist, hips in centimeters or inches) and a short description of how the garment fits (tight at underbust, loose at hip, straps slip).

Use concise, descriptive subject lines in email or chat (examples below). Agents are trained to triage by subject line keywords such as “RETURN,” “DAMAGED,” “MIS-SHIPPED,” or “WHOLESALE INQUIRY.” This speeds queue handling and is especially important during peak seasons (May–August and December) when response times routinely double.

Essential information to include: order number (example: #MSW-2024-012345), SKU or style name, purchase date, shipping address, photos of product and packaging, desired resolution (refund, exchange, repair), and your preferred contact method.

Sample email subject lines: “RETURN REQUEST — Order #MSW-2024-012345 — Size M/Black Aster Top,” “DAMAGED ON ARRIVAL — Order #… — Photos attached,” or “WHOLESALE INQUIRY — Retailer name — 100 units.”

Returns, exchanges, repairs, and refund mechanics

Best-practice swimwear return policies for a brand like Monday Swimwear are: 14–30 day return windows for unworn items with hygiene liners intact; final-sale exclusions for marked markdowns; and returns requiring original tags and packaging. Expect the practical workflow: initiate return via your account or a returns portal, receive a prepaid label or instructions, drop the package at a carrier, and then wait 3–10 business days for the warehouse to process the return and trigger a refund.

Costs and timelines: domestic return shipping is commonly $5.95–$9.95 or free on orders over $75–$100; restocking or inspection can add 3–5 days. Refunds are typically credited back within 5–10 business days after processing; exchanges may ship within 2–7 business days depending on inventory. If you need an expedited exchange, request a “ship first” option—many brands offer it for an additional fee (typically $10–$25) or as a courtesy for paid expedited shipping at original checkout.

Sizing, quality guarantees, and dispute prevention

Swimwear sizing can vary by collection and fabric (nylon/lycra blends vs. recycled polyester). Measure and compare: provide bust, underbust, waist, hip, and torso length to reduce returns. Keep hygiene liners and tags in place until you are certain of fit; photos of fit on a hanger and of garment tags are commonly requested for size disputes. If you order multiple sizes, note that some brands track return rates—frequent free returns are often limited by policy, so consolidate sizing decisions to avoid fees.

Quality guarantees commonly cover manufacturing defects for 30–90 days. For suspected defects, report within 7–14 days with high-resolution photos and a short video if seams or hardware fail. Typical company resolution distribution: around 65–75% exchanges or replacements, 20–30% refunds, and a small percentage (2–5%) credited for repairs. If you are offered store credit, confirm expiration (often 12 months) and any restrictions.

Escalation process and chargeback guidance

If frontline agents cannot resolve your issue, escalate methodically: ask for a senior agent or manager, reference your case number, and summarize prior correspondence. Escalation response SLAs are usually 24–72 hours. Document every interaction (dates, agent names, screenshots of chat transcripts) — this record is decisive if you need to involve your payment provider.

Escalation steps: 1) Open ticket with full evidence and ideal resolution; 2) If unresolved in 72 hours, request escalation to a manager; 3) If unresolved in another 72 hours, submit a formal complaint via the brand’s complaint form or email and set a 10-business-day expectation for resolution; 4) As a last resort, file a payment dispute with your card issuer with your documented timeline (commonly within 60–120 days depending on issuer).

Wholesale, press, and retailer support

Wholesale customers should use the dedicated B2B channel and expect different SLAs: lead times for production and restocks often run 4–8 weeks, minimum order quantities typically 50–200 units per style, and FOB or EXW pricing with tiered price breaks at 100, 250, and 500 units. Ask for a line sheet and tech pack (measurements, materials, colorways) and confirm payment terms — common terms are NET 30 after approved sample and deposit of 30–50% at order placement.

Press inquiries move faster if routed to the PR contact; expect sample turnaround of 5–14 business days for domestic press and 10–21 days for international. Always provide clear deadlines, shipping address, and intended publication date. For all B2B communications, request a single point of contact and a written confirmation of timelines, shipping incoterms, and returns policy for retailer damages.