RETURN, EXCHANGE AND REFUND

The Swank Shop Limited (“SWANK”) Official Online Store Product Return, Exchange and Refund Policy

Merchandise may be exchanged or returned within ten (10) days upon receipt of goods provided that:

1. All tags, warranties, certificates, product labelling, authenticity cards, extra buttons, dust bags and boxes (in the case of shoes) are intact and returned together with Merchandise;
   
   
2. The original order receipt is presented; 
   
   
3. The merchandise does not fall within the category of “Excluded Items” as defined below;
   
   
4. Save for quality problems, each item can only be returned or exchanged at the SWANK FLAGSHIP once.  Items that have been exchanged cannot be returned;
   
   
5. The return, exchange or refund of merchandise can be handled only at the SWANK FLAGSHIP in Hong Kong
   
   SWANK FLAGSHIP
   Store Address:      Shop nos.102 – 106, 1/F, Central Building, 1-3 Pedder Street, Central, Hong Kong
   Opening Hours:    Monday to Sunday, 10:30am – 7:30pm.
   
   

6. The exchange of merchandise shall be subject to stock availability. 

7. Cash refunds are not available for online purchases. 

8. Shipping fees cannot be refunded. 

9. If there is any dispute, THE SWANK SHOP LIMITED reserves the right of final decision. 
   
   
10. If you are not satisfied about how we handle your return, exchange or refund, we want to hear about this, we aim to resolve matters amicably, you are welcome to contact customer service by sending an email to customerservice@SWANK.com.hk

Excluded Items for Exchange and Return Services

•   Any intimate items, including innerwear, socks, swimwear
•   Altered items
•   Used items
•   Washed items
•   Items with tags or packing missing or torn
•   Discounted defective items
•   Late Return (over 10 days of goods receipt)
•   Items without receipt
•   Items that are damaged or stained by customers
•   In the case of abuse / excessive use of Return and Exchange services

※SWANK reserves the right to suspend or cancel the membership of customers who make frequent returns or exchanges.

The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items (“Defective Merchandise”). Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the merchandise is determined to be Defective Merchandise, the customer will be entitled to full refund as appropriate within the circumstances at the sole discretion of SWANK.

We reserve our right to make changes to the Return, Exchange and Refund Policy at any time.

To make the Return, Exchange or Refund process easier for you, please refer to the procedures below.

Return, Exchange and Refund Procedure

If you would like to return or exchange your merchandise, please make sure the merchandise fulfils the conditions under "Return, Exchange and Refund".  Please follow the guidelines below to initiate a ‘Return’ within ten (10) days upon receipt of goods date:

1. Please log in to ‘My Account’ > ‘Orders’ > Choose the order and then click ‘Request for Return’ to submit the application.
   
   
2. You will receive a confirmation message once your application has been successful.
   
   
3. Please bring the merchandise along with the original order receipt to the SWANK FLAGSHIP within five (5) days upon receiving the confirmation message. 
    
   SWANK FLAGSHIP
   Store address:    Shop nos.102-106, 1/F, Central Building, 1-3 Pedder Street, Central , Hong Kong
   Opening hours:Monday to Sunday   10:30am – 7:30pm
   
   
4. Please reach out to our store staff for assistance as soon as you arrive at our store. We shall check if the merchandise fulfils the conditions under “Return, Exchange and Refund”.
   
   
5. If the conditions of the returned merchandise(s) have been approved, you can select one of the options:
   
   
   1. Exchange for merchandise at store.
      You can select to exchange for a different size or colour, subject to stock availability.
      
      
   2. Credit Card Refund.
      If an exchange is undesirable, you can select a credit card refund. The full amount of original purchase shall be credited to the credit/debit card used by you for online purchase of the merchandise. Normally your account will be refunded within 30 working days, but it varies depending on your card issuer, bank or electronic payment agency.
      
      
6. Cash refunds are not available for online purchases.
   
   
7. Shipping fees cannot be refunded.
   
   

※ The acceptance of the Return, Exchange and Refund is the sole discretion of SWANK

FAQs

Can I return or exchange the item(s) via email?

Please note that for the merchandise you purchased online, you can only return or exchange it at the SWANK FLAGSHIP.  For the details, please refer to our Return, Exchange and Refund Policy.

SWANK FLAGSHIP
Store Address:      Shop nos.102-106, 1/F, Central Building, 1-3 Pedder Street, Central , Hong Kong
Opening Hours:    Monday to Sunday: 10:30am – 7:30pm

What should I do if there is something wrong with my order?

If there is something wrong with your order, please contact our customer service by sending an email to customerservice@swank.com.hk