Customer Care

Refund & Return Policy

We want you to love your Swarelle piece from the moment it arrives. Here's how we handle the rare occasion something isn't right.

Damage Claims

Because of the nature of our products, we accept refund claims only for items that arrive damaged or defective. You have 14 days from the date you receive your order to file a claim.

✦ The item must have arrived damaged or defective due to manufacturing or shipping, not due to use or mishandling after delivery.

✦ You must contact us within the 14-day window with your order number and clear photos of the damage.

✦ Damage to the outer packaging or shipping box alone does not qualify for a refund. Only damage to the product itself is eligible.

✦ If we determine the damage occurred after delivery or as a result of customer handling (drops, scratches from wear, exposure to water, lotion, or chemicals, or improper resizing), the claim will not be approved.

How to File a Claim

Please inspect your order as soon as you receive it. If the item is damaged or defective, email us at swarelleae@gmail.com with:

✦ Your order number

✦ Clear photos of the damaged item

✦ A short description of the issue

We'll review your claim and let you know within a few business days whether it's approved.

Refunds

If your claim is approved, we'll notify you and process your refund to your original payment method within 10 business days. Please note it may take additional time for your bank or card provider to post the refund.

Exchanges

If your item arrived damaged and your claim is approved, we're happy to send a replacement instead of a refund if you prefer. Let us know your preference when filing your claim.

If you'd like to exchange your item for a different piece, here's how it works:

✦Same price: Exchanges for an item of equal value only require a AED 25 shipping fee.

✦Higher-priced item: If you'd like to exchange for a more expensive piece, you'll only need to pay the price difference plus the AED 25 shipping fee.

✦Promotional purchases: Items purchased during a promotion are only eligible for exchange at the item's regular (non-promotional) price. If the promotion has ended, you cannot exchange your item for another item at the original promotional price.

Not Covered

✦ Change of mind after purchase

✦ Incorrect sizing selected by the customer

✦ Normal wear and tear

✦ Damage caused by the customer after delivery

✦ Damage limited to outer packaging, with the product itself intact

Swarelle — swarelle.ae