Returns & Refunds
In order to arrange a return, please log in to your account and complete the returns request. Alternatively you can email our Customer Services team at firstname.lastname@example.org
to request a returns authorisation number. We will then issue you with a unique returns number, which you must quote on any accompanying documentation. You will need to package the item securely, in its original condition and include your order number , the returns number and whether a refund or exchange is needed, plus the reason for your return. Once received items will be checked and refunds issued where suitable.
Goods must be returned within 14 days of receipt, unused, in perfect condition and sent back in its original packaging. Carriage for alternative items is to be paid for by The Customer. Black Swan accepts no responsibility for lost parcels. Goods returned damaged due to poor packaging will not entitle The Buyer to a full credit/refund. Your Statutory Rights are not affected. Please be aware that postage will not be refunded for items returned as unsuitable.
Due to the nature of personalised and made to measure items, returns, changes or cancellations are at the discretion of Black Swan. In exercising this discretion, Black Swan will have regard to the level of customisation and personalisation and also reserves the right not to accept to issue a refund.This does not affect your statutory rights.
Shortages & Damages
Goods must be inspected on delivery and all claims for shortages or damages must be reported to Black Swan within 24 hours of receipt of goods.