Returns & Refunds

To start a return, you can contact us at returns@sawasawaonline.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please allow up to 3 working days for a response from your initial request.

You can always contact us for any return question at returns@sawasawaonline.com.

Unwanted items

We have a 14-day return policy, which means you can return them within 14 calendar days. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Important: Where you are exercising your right to change your mind, you must cover the cost of the return in addition to a 10% restocking fee. These will be deducted from your final refund amount.

Faulty goods

Within 30 days of purchase, you may return a faulty product for an exchange or refund.

If your product goes faulty after 30 calendar days from purchase, you are eligible to request a repair within the 12 month warranty period which is provided by the manufacturer. Please note that faults caused by accident, neglect, misuse or cosmetic damage from normal wear and tear are not covered by your 12 month warranty.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can arrange a return or exchange of the product for you.

Exceptions / non-returnable items

We do not accept returns on made-to-order products unless faulty. Please get in touch if you have questions or concerns about your specific item.

We do not accept returns on gift cards.

Exchanges

The fastest way to exchange your item is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Alternatively, if you're happy to wait, we can arrange an exchange for you after we have received and inspected your returned item.

Refund Processing Time

You will automatically be refunded on your original payment method within 14 days once we’ve received and inspected your return. You will receive an email confirmation of your refund as soon as it has been processed by us.

Please be aware that it may take longer for your bank or credit card company to process the refund before it shows on your statement.