Widerrufsrecht

Order Issues, Replacements & Refunds

At Swaveo, we create meaningful jewelry and gift sets designed to celebrate love. If something isn't right with your order, our team is here to help.

Damaged or Defective Items

If your item arrives damaged or defective, contact support@swaveo.com within 14 days of delivery with clear photos of the product and packaging. Once reviewed, we will offer a replacement or refund depending on the situation. Claims submitted without photo evidence may be denied.

UK customers retain their statutory rights under the Consumer Rights Act 2015 regardless of the above timeframe.

Custom and Personalized Items

All personalized items including engraved and made-to-order pieces are final sale. We are unable to accept returns, exchanges, or cancellations for personalized items once an order has been placed, unless the item arrives damaged or defective.

Ring Sizing and Fit

Ring sizing is the responsibility of the customer. We do not accept returns or exchanges for rings ordered in an incorrect size. If you need a different size, contact support@swaveo.com and our team will assist with a replacement order at the customer's cost.

Order Cancellations and Changes

Orders begin processing immediately after placement. For this reason, we are unable to cancel or modify orders once confirmed. Please contact us as soon as possible if you believe an error was made. While changes cannot be guaranteed, we will do our best to assist when timing allows.

Shipping and Delivery

Once an order has been marked as delivered by the carrier, responsibility for the package transfers to the customer. Swaveo is not responsible for lost or stolen packages marked as delivered. If an issue arises, we will assist with filing a carrier claim.

UK customers retain their statutory rights in relation to non-delivery regardless of carrier tracking status.

Incorrect Address or Delivery Issues

Customers are responsible for providing accurate shipping information at checkout. Orders shipped to an incorrect or incomplete address provided by the customer cannot be refunded.

Refund Processing

Approved refunds will be processed within 14 days of approval using the original payment method. No fees will be charged for approved refunds.

UK Customers — Statutory Rights

If you are based in the United Kingdom, you have the right to cancel non-personalized orders within 14 days of receiving your item under the Consumer Contracts Regulations 2013. To exercise this right, contact support@swaveo.com within 14 days of delivery. Return shipping costs are the responsibility of the customer unless the item is faulty.

Please note: personalized and engraved items are exempt from the 14-day cancellation right under Regulation 28 and are final sale unless faulty or not as described.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

EU Customers — Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your order within 14 days of receiving the last item in your order, without giving a reason, under the EU Consumer Rights Directive.

To exercise this right, log in to your account at https://account.swaveo.com and submit a return or cancellation request directly from your order. You may also contact support@swaveo.com within 14 days of delivery.

Once you have notified us of your withdrawal, you must return the item within 14 days of that notification. Return shipping costs are the responsibility of the customer.

We will refund the full purchase price including the standard outbound shipping cost you paid within 14 days of receiving the returned item or proof of return, whichever comes first. Refunds will be issued to your original payment method. No restocking fee will be charged.

Exemptions — Personalized and Engraved Items

The right of withdrawal does not apply to goods made to your personal specification. All engraved and personalized items at Swaveo — including the Eternal Rose Box with Engraved Necklace, Eternal Rose Bear with Engraved Necklace, Signature Rose Box with Engraved Necklace, Lumière Necklace, and any other item where you provided names, text, or a personal photo at checkout — are exempt from the 14-day withdrawal right and are final sale unless faulty or not as described.

Nothing in this policy affects your statutory rights under applicable EU consumer protection law.

Questions?

Contact our team at support@swaveo.com and we will be happy to help.