Refund policy
We understand, sometimes things just don't work out and you'd like your money back. As long as the item is in its original condition, we accept returns, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.
If you return an item requesting a refund within 21 days of the delivery date, we will give you a full refund by the way the original payment was made.
If you return an item requesting a refund within 21-35 days of the delivery date, we will give you a Swootchsy voucher equivalent to the price you paid for the item(s).
Please contact our support team for enquiries regarding Returns - Support@Swootchsy.com
We aim to refund the full amount within 14 days of receiving the returned item(s).
If you request a refund within the allocated period above but cannot return the item for any reason, please get in touch - however, any refund will be at our discretion.
After that?
We do not accept any item(s) returned to us past the allocated period above. If you try to make a return, the item(s) may be returned back to the default delivery address and ask that you cover the delivery cost(s).
Original Condition
Hygiene and our customers’ safety is super important, so in certain circumstances, items cannot be returned. Please make sure all conditions are met before contacting us:
- Item(s) are unused/unworn
- Comes in original condition with no seals/removed packaging
- Contains no signs of use/wear and is re-sellable
None of this affects your statutory rights.
Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.
All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box if they have came with one).
Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
Fair use
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, way more than even the most loyal Swootchsy customer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Support and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Support. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.
If you have any questions at all don't be afraid to reach out. We would be happy to assist you. Just send us an email through Support@Swootchsy.com