Delivery & Returns
DELIVERY AND RETURNS
PACKAGING
All of our jewellery is beautifully packaged and is delivered using a fully insured, secure and swift courier service.
DELIVERY
Items will be dispatched within 5-7 working days of purchase. All orders are sent next day service so will arrive by close of business the day once it’s dispatched. Deliveries to outlying or remote area’s may take longer and we encourage customers to track their parcels progress directly with the courier service.
If an order is returned to us due to the postal or courier service not being able to complete the delivery for any reason, the customer will be responsible for the repeat delivery costs. All orders will require verification on delivery as specified by the courier. Between Christmas and the New Year, any order placed will be delayed until the New Year as the office is closed over this time.
RETURNS AND REFUND POLICY
1. OUR GOODS
We supply physical goods.
2. READ INSTRUCTIONS
Please carefully read and follow our care instructions.
3. COOLING-OFF PERIOD FOR ELECTRONIC TRANSACTIONS
Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.
3.1. RETURN OF GOODS IN TERMS OF COOLING-OFF PERIOD (7 DAYS)
You must return any goods in new unworn condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.
4. INCORRECT ITEM DELIVERED
We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us at hello@swoon.co.za if you have received an item that is completely different to what you ordered within 24 hours of receipt of your delivery.
Should we deliver the wrong product to you, or if the product is not as described on the website, or is missing any parts:
• Please do not remove the product from its original packaging or any of the stickers or labels.
• Notify us immediately and we will collect the product from you at no charge.
We will at your choosing:
• Deliver the correct item to you as soon as possible (if available); or
• Issue a refund (using the same method of payment you originally used for the purchase).
5. GOODS ARRIVED DAMAGED
If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us at hello@swoon.co.za within 7 days (the sooner the better).
We will require the following information to assess where in the delivery process the damage may have occurred:
• photograph of the outer box;
• photograph of the inside of the box, including the inner packaging; and
• photograph of the damaged item.
If necessary, we will arrange a collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:
• replace the product (if available); or
• issue a refund (using the same method of payment you originally used for the purchase).
6. HOW TO RETURN AN ITEM
You will be required to state a clear reason for your request to return the item accompanied by a picture of your jewellery. Please communicate relevant information via email to hello@swoon.co.za and we will guide you accordingly. Please don’t return items to us with no explanation or prior communication. Swoon reserves the right to refuse items that are returned without prior notice / discussion or in a condition that is deemed as unacceptable.Items have to be in their original condition, as when they were handed over to the respected courier / shipping service. However, the Swoon packaging does not need to be intact.
7.NOT ELIGIBLE FOR RETURNS
Earrings (even if not personalised) are not eligible for return or exchange due to hygiene reasons.
All Personalised Items: Please be aware that you cannot return personalised items that have been custom made to your specific requirements unless they are damaged during the delivery process (visual proof will be required) or Silvery has made an error in the manufacturing process. Should that be the case we will review your query and investigate the matter further using our Quality Control information. Should Silvery have incorrectly personalised your item we will remake the item to the correct specifications at no cost to you. This will not be grounds for a refund.
8. HOW TO PACKAGE AN ITEM YOU WANT TO RETURN
The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
9. HOW WE PROCESS YOUR REFUND
9.1 RETURNS : Refunds are processed within 1 to 2 working days of the returned items arriving at our Office (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).
Refunds take place on Mondays, Wednesdays and Fridays. Replacements may take longer as these are dependent on availability.
9.2. DAMAGED GOODS
Refunds are processed within 1 to 2 working days of the returned items arriving at our Office (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).
Refunds take place on Mondays, Wednesdays and Fridays. Replacements may take longer as these are dependent on availability.
10. OUR GOODS WARRANTY
We warrant that all our goods are new and of good quality.
11. WARRANTY AGAINST DEFECTS
We warrant all our goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).
11.1. DEFECTIVE GOODS
Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend trying your purchase on as soon as you have received it, to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.
11.2. COMPENSATION
We will repair, replace, or refund the purchase price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure. We will do our best to repair the defective item, or replace it within 21 working days. However, if it takes longer, we will contact you to let you know what is happening.
11.3. CHOICE OF COMPENSATION
Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund.
12. INSPECTION OF DEFECTIVE GOODS
12.1. SUITABLY QUALIFIED EXAMINER
A customer that believes goods are defective should contact us and we will examine the goods to confirm if defective. As Swoon Jewellery, we are suitably qualified examiners and repairers of said goods. We will not charge you for this service.
12.2. OUR EXAMINATION DUTIES
Our team are trained to recognise any defects in our goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not cared for as per our care instructions. We will give reasons if we refuse to accept that we supplied defective goods, but will only do this if we honestly believe the goods have been misused.
13. RIGHT TO RETURN UNSUITABLE GOODS
You may return goods within 30 days of delivery if you could not examine them before delivery and then discover that the goods are not what you ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.
13.1. RETURNS OF UNSUITABLE GOODS
A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.
13.2. REFUND OF PRICE OF UNSUITABLE GOODS
We will offer you a credit, or a product exchange. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.
14. INVALIDATION OF WARRANTIES AND RIGHT TO RETURN UNSUITABLE GOODS
Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the care instructions. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.
15. OUR RETURNS AND REFUNDS PROCEDURE
You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows:
• Any return of physical goods must include all accessories and instructions, and all original packaging that is still available. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
• You may choose to have the item collected by your couriers or our preferred courier.
• If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our team will examine the actual goods. They will report whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:
• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from sea air corrosion;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorized alterations to the product; or
• where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
• If you claim that our goods are unsuitable for your purposes, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the goods were unsuitable for your specific purpose or not.
• If you choose for us to repair or replace the goods, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
• If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.
• If the item was given to you as a gift, you will need to provide the original invoice.
• All free gifts attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such un-returned gift or bundled item, will be deducted from any refund.
16. OUR CUSTOMER SUPPORT DEPARTMENT CONTACT DETAILS
• Email address: hello@swoon.co.za
• WhatsApp Contact Number: ---------ESIM-----
• Office hours: Monday to Friday: 08:00 to 16:30. We are closed on Saturdays, Sundays and Public Holidays
17. CUSTOMER QUERIES AND COMPLAINTS
We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.
18. DISPUTE RESOLUTION
If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body.
19. CANCELLATION
If for any reason you would like to cancel an order this may be done by visiting Your Orders on our website, mobi site or any future apps or by emailing hello@swoon.co.za . You will only be able to cancel orders until midnight on the day prior to the date of delivery. We may debit your payment card for the delivery fees in respect of any late cancellations. If you cancel your payment for any reason or if your payment card should cease to be valid for whatever reason, you will remain liable for the full purchase price, including all related costs. We reserve the right to cancel any sale and/or your registration in the event of a breach of any of the Online Shopping Terms.
RESIZING
We offer a resizing service and the fee is calculated per product. Swoon Jewellery doesn’t recommend getting your jewellery resized at an alternative jeweller. Should you wish to go ahead and make use of another service, we will not be held liable for the outcome. Please contact us on hello@swoon.co.za and we can guide and assist you through the resizing process.
RISK AND OWNERSHIP
Risk in the products shall pass to you or your authorised representative on delivery. We will retain ownership of the products until payment is received in full.