Returns Policy

1.1

For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.

1.2

You can't change your mind about an order for:

a) goods that are made to your specifications or are clearly personalised, such as embossed leather goods and engraved collar umbrellas if production has started; and

b) products sealed for health protection or hygiene purposes once these have been unsealed after you receive them.

1.3

If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

1.4

If you change your mind about a product and wish to cancel (or amend) your order, you must contact us in writing. The quickest way to do this is by sending an email to enquiries@swaine.group.

You also have the option to complete the cancellation form included at the end of these terms and conditions and either email it to us at enquiries@swaine.group or post it to us at 18-19 Burlington Arcade, London W1J 0PN. We recommend that you keep a copy of your cancellation notification for your own records.

Please note that if production has started we cannot accept any request to cancel or amend an order for goods that are made to your specifications or are clearly personalised as set out in section 1.2.   

1.5

If you want to exercise your right to cancel the contract and the products have been delivered to you:

1.5.1

You must return the products to us within 14 days of telling us you have changed your mind. 

1.5.2

You can:

 a) return the product to one of our stores (find the one nearest to you on our Website). You will need your email receipt and the card you paid with.

b) send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goodsat all or within a reasonable time we won't refund you the price. We recommend that you return the products securely packaged and use a delivery service with signed for and insured shipping. For help with returns, you can contact us.

1.5.3

If your order was delivered outside of the UK, ensure that the package and shipping forms has the original delivery tracking number on it and mark the package and shipping forms “Return of Faulty Goods to UK” to avoid customs taxes.

1.5.4

Unless the products are faulty, you will be responsible for the cost of returning the products to us.

1.5.5

You have a legal obligation to take care of the products while they are in your possession. You may not return products if they have been worn, altered or damaged (whether as a result of wear and tear, deliberate damage or accidental damage caused by you or when the products were in your care).

1.5.6

All returns must be in perfect condition, and with their original packaging. We are unable to offer any refunds on items that are scratched, stained, damaged, or that are not in their undamaged original packaging. In these situations, the items will be returned to you at your own cost.

1.6

If you tell us you've changed your mind about a product that hasn't been delivered, we will refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We do not charge a fee for the refund.

1.7

Details of your legal right to cancel and an explanation of how to exercise it are also provided in the email sent to you confirming your order.

1.8

Goods that have been personalised such as embossed leather goods and engraved collar umbrellas are not exchangeable or refundable.

Right to return incorrect or faulty products

1.9

We honour our legal duty to provide you with products that are as described to you on our Website and that meet all the requirements imposed by law. If you think there is something wrong with your product or you wish to return products to us because they are incorrect (i.e. not what you ordered), please either bring the product into one of our stores or contact us in writing by sending an email to enquiries@swaine.group.

1.10

Where incorrect or faulty items are returned to us, we will cover the cost of the return postage. The process to return an incorrect or faulty product is the same as for general returns as set out in section 1.5.2 above. Details about this can also be found under ‘return instructions’ on the despatch note.