Refund policy

Refund Policy

Last updated: 27 September 2026

In short

You have 30 days from delivery to return anything you've bought from us. Items must be unworn, unused and in the condition you received them. UK returns cost £2.95 — we'll give you a prepaid Royal Mail label and simply deduct that from your refund. If an item is faulty, damaged or not what you ordered, returning it is free and we'll put it right.

1. Our 30-day returns promise

If you change your mind, you can return your order within 30 days of receiving it for a refund. To be accepted, items must be:

• Unworn, unused and unwashed, with no signs of wear, odours, marks or damage.
• In their original condition, with any tags and labels still attached.
• Complete — if an item came as part of a set or bundle, all parts must come back together.
• Returned with proof of purchase, such as your order number or confirmation email.

This promise is in addition to your legal rights, not instead of them.

2. Your statutory right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel your order within 14 days of receiving it, for any reason, without giving us an explanation.

The 14 days run from the day you (or someone you nominate) physically receive the goods. To cancel, tell us clearly — an email to hello@theswiftcompany.co.uk, or the cancellation form at the end of this policy, is enough. You don't need a reason.

Once cancelled, you have a further 14 days to send the goods back to us. If you cancel the whole order, we refund the price of the goods and the standard outbound delivery charge you paid. If you cancel part of an order, we refund the goods you cancelled and your outbound delivery charge is not refunded.

We may make a deduction from your refund if the goods have been handled beyond what is necessary to check they're what you wanted — for example, if they've been worn, washed or damaged.

3. Who pays for return delivery

Unless the item is faulty, damaged or incorrect (see section 4), you bear the direct cost of returning the goods. We make this as easy as we can:

• Prepaid label — £2.95. Ask us for a prepaid Royal Mail return label and we'll deduct £2.95 from your refund. That covers the return of your whole parcel, whether you're sending back one item or several.
• Your own postage. You're welcome to return items using your own method instead. In that case we don't deduct anything, but we can't refund a postage cost we didn't charge you, and we can't be responsible for items lost in transit — so we recommend a tracked service.

This £2.95 is the direct cost to us of the return label, and we tell you about it before you order, in line with your cancellation rights.

Your goods remain your responsibility until they reach us, so please keep your proof of postage.

4. Faulty, damaged or incorrect items

If something arrives faulty, damaged in transit, or isn't what you ordered, the return is free — we won't charge the £2.95, and we'll reimburse reasonable return postage costs if you've had to pay them. Just contact us with your order number and a photo where you can, and we'll sort it out.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren't:

• Within 30 days of delivery, you have the short-term right to reject the goods and get a full refund.
• After 30 days but within 6 months, you're entitled to a repair or replacement. If that isn't possible or isn't done within a reasonable time, you're entitled to a price reduction or to reject the goods for a refund.
• After 6 months, the same remedies apply, but the burden is on you to show the fault was present when the goods were delivered.

These rights are separate from our 30-day returns promise and our 14-day cancellation right, and they are not limited by either.

5. How to start a return

Email hello@theswiftcompany.co.uk with your order number and what you'd like to return. We'll reply within one working day with either a prepaid return label (£2.95) or the returns address if you'd rather post it yourself. Please don't send anything back before you've heard from us — it helps us match your return to your order and refund you faster.

Return address for items you're posting yourself:

Returns, THESWIFTCOMPANY LTD
124 City Road, London, EC1V 2NX, United Kingdom

6. Refunds

Once your return reaches us, we'll check it and process your refund. We aim to do this within one working day of receiving it.

• Timeframe. Refunds are issued within 14 days of us receiving the goods back, or of you providing proof that you've returned them — whichever is earlier.
• Method. We refund to your original payment method. Depending on your bank or card issuer, it can take a further 3–5 working days to appear on your statement.
• Amount. The price you paid for the goods, plus the standard outbound delivery charge where you've cancelled the whole order within 14 days, less the £2.95 return label cost where you've used our prepaid label.
• Delivery charges. If your order shipped free, there's no delivery charge to refund. If you paid for delivery, we refund the standard rate you were charged. We don't refund upgraded or premium delivery costs.
• Returned after the window. If your return arrives more than 30 days after delivery, we may offer a credit note instead of a refund, at our discretion. This doesn't affect your rights for faulty goods.

7. Exchanges

If you'd like a different size, colour or product, tell us in your email and we'll set the exchange up at the same time as your return. You pay the £2.95 return label cost; we cover delivery of the replacement to you. If the replacement costs more, we'll send you a secure payment link for the difference before it ships.

8. Where these rights don't apply

The 14-day cancellation right and our 30-day promise don't apply to personalised or made-to-order items, or to any item that has been sealed for hygiene reasons and has been unsealed after delivery. Faulty goods are always covered — see section 4.

9. Model cancellation form

You can use this form if you want to, but you don't have to — an email saying you want to cancel is enough. Complete and return it only if you'd prefer to cancel in writing.

To: THESWIFTCOMPANY LTD, 124 City Road, London, EC1V 2NX, United Kingdom — hello@theswiftcompany.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
____________________________________________________
Ordered on: ____________________
Received on: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature (only if this form is notified on paper): ____________________
Date: ____________________

If you send this by email, you don't need to sign it.

10. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Where our policy is more generous than the law requires — for example, our 30-day returns window — the more generous terms apply.

If you're unhappy with how we've handled a return, contact us at hello@theswiftcompany.co.uk and we'll investigate. You can also get free advice from Citizens Advice (citizensadvice.org.uk).