FREQUENTLY ASKED QUESTIONS
HOW CAN I CONTACT YOU?
On the website, or email shop@houseofswan.co.za
WHAT SIZE SHOULD I ORDER?
Email shop@houseofswan.co.za - so we can help you personally find your best fit! We have also created a sizing guide under each product.
HOW MUCH DOES DELIVERY COST?
We offer shipping at a flat rate of R99.00 per order in South African and R950.00 worldwide.
WHAT PAYMENT METHODS DOES HOUSE OF SWAN ACCEPT?
Currently we accept credit card, debit card payments and EFT payments. f you would like to arrange payment via another method, we are happy to try and assist your request!
Please contact us directly at shop@houseofswan.co.za,to arrange this.
IS IT SAFE TO PURCHASE ONLINE FROM HOUSE OF SWAN?
House of Swan's headquarter is based in Cape Town, South Africa, as well as managed by team members in most major cities worldwide. House of Swan uses GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures safe Internet transmission of your personal information. We do not store any credit card details nor do we share your personal information with any third party.
However, if you are still concerned with placing your order, please contact,shop@houseofswan.co.za and we will contact you regarding an alternative method to place your order!
HOW CAN I CHANGE OR CANCEL MY ORDER?
If you need to make any changes to your order, please contact us at shop@houseofswan.co.za within 8 hours of placing your order. We will not be able to make any changes beyond that period.
WHEN WILL MY ORDER ARRIVE?
We generally deliver all orders in 5-7 business days for South Africa and 7-10 business days worldwide.
HOW CAN I TRACK MY ORDER?
When your order is shipped, we send you an email containing a tracking number. If you did not receive this email, please email shop@houseofswan.co.za
WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?
A Pre-order item is one that you order before we have it in our inventory. You may cancel up until the time your order has been processed. To cancel, you may e-mail us at shop@houseofswan.co.za
I ORDERED AN AVAILABLE SET WITH A PRE-ORDER, WILL THEY SHIP SEPARATELY?
We will ship your order once all items are available. If you wish to receive your available item before the pre-ordered one, please e-mail us at shop@houseofswan.co.za
WILL I HAVE TO PAY ANY DUTIES AND TAXES ON TOP OF MY ORDER?
You will be liable for import duties, customs and taxes. - this is a nominial amount depending on your countries legislation.
WHAT IS YOUR RETURN POLICY?
We offer 21-days hassle-free return.
The item/s must be in original condition. Item/s must not have been worn, washed or altered in any way.
Unfortunately, we cannot accept any returns that do not meet above requirements.
House of Swan offers a full refund (item price excluding original shipping cost).
All returns can be sent to our returns address in your nearest city.
HOW SOON WILL I GET MY REFUND?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and if your request has been approved or rejected for refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to the original method of payment, within 10 working days.
HOW DO I REQUEST A RETURN?
We offer 21-days hassle-free return on all orders.
To initiate a return, simply email us at returns@houseofswan.co.za using the e-mail address used to process your order within 21 days of receiving your parcel. Once your RA Number is assigned, the product must be received back by House of Swan within 14 days.
Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund return postage costs.
Once the items have been received, we will send your new item/s out or you will receive your refund (item price excluding original shipping cost).
House of Swan cannot be held liable for the loss of garments being returned. We recommend using a registered post service to return goods, and keeping a record of the tracking details.
WHAT IF THE ITEM I RECEIVE IS DAMAGED OR FAULTY?
We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please email us at returns@houseofswan.co.za,so we can urgently review the matter for you!
