Refund & Returns Policy

Refund & Returns Policy
Effective Date: March 2026

At Swanky Luxe Couture, we want you to shop with confidence. If you are not fully satisfied with your purchase, we are here to help.

1. Returns Eligibility

To be eligible for a return, items must:

• be unused, unworn, unwashed, and in their original condition
• have all original tags attached
• be returned in the original packaging where possible
• not show signs of wear, damage, perfumes, stains, or alteration

We reserve the right to decline a return if the item does not meet the above conditions.

2. Change-of-Mind Returns

If you change your mind about your online purchase, you may request a return within 7 days of receiving your order.

To qualify for a change-of-mind return:

• the item must meet the return eligibility conditions above
• the return request must be submitted within 3 days of delivery
• return courier costs will be for the customer’s account unless the item was incorrect, damaged, or faulty

Once the returned item has been received and inspected, we will process your refund or store credit, depending on the circumstances and applicable law.

3. Incorrect, Damaged, or Faulty Items

If you receive an item that is incorrect, damaged on arrival, or faulty, please contact us within 48 hours of delivery at sales@swankyluxecouture.co.za with:

• your order number
• a description of the issue
• clear photos of the item and packaging

Where an item is confirmed to be incorrect, damaged, or faulty, Swanky Luxe Couture will arrange the appropriate remedy, which may include a replacement, exchange, repair, refund, or store credit, depending on the nature of the issue and stock availability.

4. Faulty Goods

If a product is defective or not of acceptable quality, you may be entitled to a repair, replacement, or refund in line with applicable consumer law.

Please note:

• items may be inspected before a return is approved
• we may request photographs or that the item be sent back for assessment
• returns will not be accepted where damage is caused by misuse, negligence, normal wear and tear, or failure to follow care instructions

5. Non-Returnable Items

The following items are not eligible for return unless they are faulty or incorrect:

• sale or clearance items marked as final sale
• gift cards or vouchers
• personalised or custom-ordered items
• items that have been worn, washed, altered, or damaged after delivery
• any hygiene-sensitive items, if applicable, once opened or used

6. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to the original payment method within 7–10 business days, depending on your payment provider or bank.

Please note:

• original delivery fees are non-refundable unless the item was incorrect or faulty
• return courier costs for change-of-mind returns are the customer’s responsibility
• if a refund cannot be processed to the original payment method, we will contact you to arrange an alternative solution

7. Exchanges

We only replace items where stock is available. If you would like a different size, colour, or style, please contact us at sales@swankyluxecouture.co.za and we will advise on availability.

If the requested replacement is unavailable, we may offer a refund or store credit.

8. How to Request a Return

To start a return, please email us at sales@swankyluxecouture.co.za with:

• your full name
• order number
• contact number
• reason for return
• photos, where relevant

Returns sent back without prior approval may not be accepted.

9. Contact Us

For any questions about returns, refunds, or exchanges, please contact:

Swanky Luxe Couture
Email: sales@swankyluxecouture.co.za
Phone/WhatsApp: +27 83 670 9061