Refund policy

At Swanollia, we want every customer to shop with confidence. This Return, Refund & Exchange Policy explains how returns, refunds, cancellations, damaged items, incorrect items, and brand partner conditions are handled for purchases made through www.swanollia.com.

Please read this policy before starting a return request. You must contact us before sending any item back. Returns sent without prior approval may not be accepted or refunded.

Return Windows by Product Group

Swanollia sells curated products through several brand partner groups. Return eligibility and timing may depend on the brand listed on the product page, the warehouse profile, and the product type.

### Swanollia Core Partner Products

This group includes products listed under Nihao Jewelry Boutique, Trendsi Boutique, and CJ Market Boutique, unless a product page states otherwise.

Eligible items from this group may be requested for return within 21 days from the date the item is marked as delivered by the carrier.

If an order arrives in multiple packages, the return window for each item begins when that specific package is marked as delivered. If a single order is completed in separate deliveries, the final package date may be used for review when the items are part of the same return request.

### Branvas Boutique Products

Branvas Boutique products follow a more limited quality-focused return policy. Returns or claims are accepted for items that arrive damaged, have a manufacturing defect, or are incorrect.

Customer preference returns, buyer's remorse, wrong size or style ordered, color expectation differences, or general dissatisfaction that is not quality-related may not be eligible.

Claims for Branvas Boutique items must be submitted within 10 days of delivery with clear photos and order details.

### Yehwang Boutique Products

Yehwang Boutique items follow a 7-day return and claim window from receipt unless the product page states a stricter condition.

Items must be returned in original condition and original packaging. Sale items, customized items, and items that do not meet original-condition requirements may not be eligible. If original packaging is missing or the return is not compliant, a processing fee may apply or the return may be refused.

### Hertwill Boutique Products

Hertwill Boutique items are generally eligible for return within 30 days of the original order date, unless the product is made-to-order, personalized, excluded by the individual brand, or marked otherwise on the product page.

Returned items must be unused, undamaged, and returned with original labels intact. Some categories and brand-specific items may be excluded.

Return Eligibility

To qualify for a return, the item must meet all applicable conditions:

The return request must be submitted within the correct return window.
The item must be unused, unworn, unwashed, unaltered, and undamaged by use.
The item must be in its original condition with original tags, labels, accessories, hygiene seals, dust bags, cards, and packaging when applicable.
The item must be free from stains, odors, perfume, makeup, deodorant, hair, lint, pet hair, scratches, dents, damage, or signs of wear.
The item must be packed safely for return shipping.
The return must be approved by Swanollia before shipment.

Items that do not meet these conditions may be refused, returned to the customer, or approved for a partial refund at our discretion.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

Items marked final sale, clearance, non-returnable, or brand-restricted final sale
Gift cards
Personalized, customized, engraved, made-to-order, or special-order items
Piercing jewelry, body jewelry, and hygiene-sensitive jewelry once opened or tried on
Earrings or pierced jewelry where hygiene seals have been removed, if applicable
Hair accessories that have been worn, used, or removed from sealed packaging where hygiene is a concern
Beauty, cosmetic, intimate, swim, bodysuit, underwear, or similar hygiene-sensitive items if offered
Items damaged by misuse, improper care, water exposure, chemicals, impact, stretching, bending, or normal wear
Items missing original packaging, tags, labels, parts, accessories, or product cards
Items returned without approval

If you are unsure whether your item qualifies, contact us before sending anything back.

Important Return Instructions

Do not send returns to our business address, the address printed on a shipping label, or any warehouse address without written instructions from Swanollia.

Return addresses vary by brand partner, item type, warehouse location, and destination country. After your request is reviewed and approved, we will provide the correct return instructions.

Items sent to the wrong address may be delayed, refused, lost, or ineligible for refund.

How to Start a Return

To start a return, contact us at:

info@swanollia.com
care@swanollia.com
support@swanollia.com
clientcare@swanollia.com

Please include:

Order number
Full name
Email address used at checkout
Item name and SKU if available
Brand name shown on the product page
Reason for return
Photos or video if the item is damaged, defective, incorrect, missing parts, or not as expected
Photos of the shipping package and shipping label if the issue involves delivery damage or an incorrect shipment

Once we review your request, we will respond with the next steps. If the return is approved, we will provide instructions for where and how to send the item.

Damaged, Defective, Incorrect, or Missing Items

Please inspect your order as soon as it arrives.

If an item arrives damaged, defective, incorrect, or missing, contact us as soon as possible with your order number and clear photos or video. For the fastest review, contact us within 48 hours of delivery when possible.

Depending on the issue and product availability, we may offer:

Replacement
Refund
Partial refund
Store credit
Missing part shipment
Another appropriate resolution

We may request photos of the item, packaging, shipping label, and any visible damage before approving a resolution.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or the issue was caused by an error on our side.

Original shipping charges, shipping protection, route protection, duties, taxes, and handling fees are non-refundable unless required by law or unless the return is caused by our error.

We recommend using a trackable shipping method. Swanollia is not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address by the carrier.

Refund Process

After an approved return is received and inspected, we will notify you whether the refund has been approved or declined.

If approved, refunds are issued to the original payment method when possible. Refund processing usually takes 5-10 business days after approval. Your bank, credit card provider, or payment processor may need additional time to post the refund.

If more than 15 business days have passed since your refund was approved, contact us at info@swanollia.com.

Exchanges

We do not guarantee direct exchanges.

If you need a different size, color, style, or product, the fastest option is usually to return the eligible item after approval and place a new order.

For damaged, defective, or incorrect items, we may offer a replacement when available.

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

Orders may be canceled only before they enter processing, fulfillment, packing, or shipment. Once an order has started processing or has shipped, cancellation may no longer be possible.

If your order has already shipped, you may request a return after delivery, subject to this policy.

Final Sale and Sale Items

Sale items are returnable only when they meet the applicable return conditions, unless the product page, checkout, or brand policy marks them as final sale.

Final sale items cannot be returned, refunded, or exchanged unless they arrive damaged, defective, or incorrect.

Brand Partner Review

Some product issues must be reviewed through the relevant brand partner system before a final resolution can be issued. This helps us verify product condition, shipment status, inventory availability, and the best customer solution.

We will manage the customer communication with you directly. You do not need to contact the brand partner unless we specifically instruct you to do so.

Policy Updates

Swanollia may update this Return, Refund & Exchange Policy at any time. Updates apply to orders placed after the revised policy is published, unless required otherwise by law.

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