FAQs – POOLSIDE

We offer free shipping within the domestic USA. We are proud to ship globally, and international customers can choose their preferred shipping method and corresponding costs. International shipping fees do not include any country-specific duties or taxes. 

Returns: We will happily accept returns within 14 days of when your order was received. Items must be unworn, and must have original tags and packaging. We charge a one-time $10 shipping and restocking fee for returns made within the domestic USA. For international returns, the buyer must pay for shipping back to our warehouse.

Pre-ordered items not eligible for returns. Personalized items and sale items are not eligible for return or exchange, and are considered final sale.

To start your return, please visit our returns processing center and submit a request. Someone will get back to you in 1-3 business days. If your return is approved, we will send you a label to ship your item back to us. Please use the label that we send you to ship your return. Once the return is received back at our warehouse, we will issue you a refund.

PRE-ORDERS: Returns are not offered on pre-ordered items. Pre-orders are considered a reservation and, by reserving your stye of choice, you are making this style unavailable for other customers to purchase. We make each style in limited quantities and our bags sell out quickly. Therefore, we've created this preorder process as a way to ensure our customers are able to reserve the bag that they want. More information on our preorder process can be found here. Please note that preorder bags are eligible for exchange or store credit only.

FINAL SALE: Sale items (including annual holiday sale periods), preorders, and custom bags are final sale and are not eligible for returns.

GIFT RETURNS: To make a gift return, please email us hello@wearepoolside.com and our customer service team will respond to you in 1-2 business days. Gifts are eligible for exchanges or store credit only.

EXCHANGES: Changed your mind? No problem - we're happy to help! All exchanges within the domestic USA are offered free of charge. For international exchanges, the buyer must pay for shipping back to our warehouse as well as shipping the new item as part of the exchange. Please email hello@wearepoolside.com and our customer service team will respond to you in 1-3 business days.

hello@wearepoolside.com with subject line \"Please Cancel My Order #\" and include your order number. Someone from our customer service team will help you out."}" data-sheets-userformat="{"2":769,"3":{"1":0},"11":4,"12":0}" style="font-size: 10pt; font-family: Arial;">Cancelations are permitted before the item ships, and only applies to full-price non-custom items on our website. We normally ship between 1-2 days of receiving the order. Once the shipping confirmation E-mail is sent, your item is no longer eligible for cancelation and the customer must follow our returns process.

hello@wearepoolside.com with subject line \"Please Cancel My Order #\" and include your order number. Someone from our customer service team will help you out."}" data-sheets-userformat="{"2":769,"3":{"1":0},"11":4,"12":0}" style="font-size: 10pt; font-family: Arial;">For custom orders, cancelations are permitted within 2 days of ordering. 

hello@wearepoolside.com with subject line \"Please Cancel My Order #\" and include your order number. Someone from our customer service team will help you out."}" data-sheets-userformat="{"2":769,"3":{"1":0},"11":4,"12":0}" style="font-size: 10pt; font-family: Arial;">Please Email hello@wearepoolside.com to cancel your order with subject line "Please Cancel My Order #" and include your order number. Someone from our customer service team will help you.

Domestic Returns: Once we receive your item back to our warehouse and inspect the package, we will refund your order, less the $10 shipping and restocking fee. 

International Returns: Once we receive your item back to our warehouse and inspect the package, we will refund your order, less the cost of shipping back to our warehouse.

Make sure you use the label that we provide you for swift processing.

Depending on your bank, your account should be credited within 3-5 business days.

Most of our palm straw styles are customized and delivered to your door in under 2 weeks.

Styles including "The Lori" and "The Mak" have a standard delivery time of between 4-6 weeks as they are made to order overseas and are handwoven and hand embroidered. For these styles please note that, due to COVID-19's prolonged global shipping impact, we are trying our best to meet all shipping deadlines, but sometimes encounter unforeseeable issues that are beyond our control.

Please note the shipping message on the product page, which appears in the customization screen. This will give you an accurate view of delivery times for your order.

Please note that, as a small business, we do not have the technology or infrastructure to send continuous updates on custom bags, however, we stick to the timelines on our website, and we are always happy to help or answer any questions via email. Please Email us (hello@wearepoolside.com) if you have an urgent deadline, or would like to rush your bag order. We will do our best to accommodate. 

Step 1: Place your custom order online. You can browse all custom bag options here.
Step 2: Receive order confirmation from POOLSIDE.
Step 3: We will hand embroider your bags, based on your exact specifications. Each item is one-of-a-kind.
Step 4: Your custom bag ships to our warehouse where we inspect it and package it for you.
Step 3: We ship your bag and you receive a shipping confirmation and tracking number.

Since custom orders are non refundable, your card is charged at the time of purchase. Since each custom bag is made especially for you, we cannot create it unless it is already paid for in full.

Currently, we offer two updates throughout the customization process. When you place your order, we send an order confirmation. When your order ships to you, you receive a shipping confirmation. If you have any questions throughout the making process, please E-mail us (hello@wearepoolside.com) and our customer service team will help you.

   

Each bag is made by hand and takes over two days to create. Please handle with care. If your bag gets dirty, wet a washcloth with lukewarm water and lightly rub. Since the bag is made of natural materials, it is important to dry the bag completely and immediately. A fine washables detergent can also be used. We recommend keeping colorful straw bags out of direct sunlight.

If your bag gets dirty, wet a washcloth with lukewarm water and lightly rub. Since the bag is made of natural materials, it is important to dry the bag completely and immediately. A fine washables detergent can also be used.

While POOLSIDE bags are sturdy, they are also made of natural materials, so we do recommend taking good care of your bags to ensure longevity. Do not overload your bag with too much weight. If your bag is embellished with shells or rhinestones, remember to handle with care. We suggest wrapping embellished items in bubble wrap when you're not using it. Keep colorful straw bags out of direct sunlight.

We stand by all of our items, and want our bags to be items that you treasure forever. Therefore, we are happy to provide repairs whenever possible and at no additional charge. For any repair questions or to get the process started, please email: hello@wearepoolside.com

We are happy to accommodate gift requests, and can pack your item without a receipt and with a gift note. Our gift wrapping includes POOLSIDE ribbon and tissue paper, as well as a note card. Please request this by e-mailing us at hello@wearepoolside.com with subject "Gift Packaging Request Order #" and please include your order number. Someone from our customer service will get back to you. Alternatively, you can insert your request and gift message in the "notes" section at checkout.

We would love to help with your special day, important event, or corporate gifting. We offer bulk discounts on orders of 6 or more bags and have created bags for large weddings, small birthday parties, and everything in between. Please E-mail us at hello@wearepoolside.com with subject line "Bulk Order Inquiry," and someone from our customer service team will reach out to you. We look forward to working with you on your bespoke requests! 

We offer a core selection of stock and custom bags, which we will always have until they are retired. In addition, we have four collections each year, which we offer to retailers. Any of the non-core bags on our website are made in EXTREMELY small quantities and are all limited edition.

We describe it in the following way: A rich, warm amber nuance is embraced by a soft, sensual musk creating a lingering experience that is both memorable and suggestive.

POOLSIDE's founder, Ashleigh Stone, started the brand in 2015 when she opened a multi-brand boutique called "Poolside Collective" in Montauk. The boutique stocked up-and-coming brands from around the world, all of which were extremely appropriate for vacation and poolside lifestyle. The brand quickly grew with a cult-following of locals and visitors from around the world, who would look forward to shopping at Poolside Collective each summer.

The one thing Ashleigh didn't sell in her store was straw beach bags, because she could never find ones that she loved. Ashleigh launched the POOLSIDE collection of handbags in Summer 2016, via her store, her own website and an exclusive global distribution partnership with Moda Operandi.

Ashleigh's store, Poolside Collective, was located next to a 1950's vintage pool at a boutique hotel in Montauk. The POOLSIDE brand was launching within that store. Inspired by the nostalgia and lifestyle that swimming pools represent, Ashleigh hopes to create a brand that is both classic, fun, and inspiring.

We currently produce our bags in Morocco, India and The Philippines. In Morocco, we work with a women's cooperative, where artisans weave and embroider each bag by hand. Similarly, in India, we work with a female-only weaving school, which creates work and financial independence for artisans.

Our beauty products are made in New York City.

Our products are made 100% by hand, using natural materials and sustainable processes. Different types of straw are woven to create our bags. The bags are finished with lining, finishings, leather, shells and more.

We work with an all-female weaver group in India. We have created a fair trade, employing over 15 women. We also employ a production manager in Delhi, who regularly visits the weavers and who manages our atelier.

In Morocco, we work with a women's cooperative. Through the growth of POOLSIDE, the cooperative has been able to build a stand-alone facility, which includes: 1) A school and a nursery where women can bring their children for childcare and education 2) A safe working environment 3) Breakfast, lunch and dinner.

All of our production managers are women, and we are constantly looking for ways to employ more women in the regions that we work in. All of our artisans are paid fair wages and are looked after by our local teams. 

Please watch our IGTV series to learn more.