Refund policy

Last updated: 15 October 2026

At Swoone, your satisfaction matters to us. This policy sets out your rights, in particular your statutory right of withdrawal, and our returns conditions. The seller is ELOUAZZANI LLC, trading as Swoone (“we”, “us”); full details are in our Legal notice.

1. Right of withdrawal (14 days)

You have the right to withdraw from your contract within 14 days without giving any reason and without penalty. The withdrawal period expires 14 days after the day on which you, or a third party you have chosen (other than the carrier), receive the goods. If your order is delivered in several parts, the period runs from receipt of the last item. This right is based on Directive 2011/83/EU on consumer rights, as implemented in your country, and, in the United Kingdom, on the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

No prior authorisation is needed. To exercise your right, simply inform us of your decision by any clear statement, for example by email to contact@swoonesilk.com. You may use the model withdrawal form at the end of this page, but you do not have to. To meet the deadline, it is enough to send your statement before the 14-day period has expired.

Once we have received your statement, we will confirm receipt and send you the return address and instructions as soon as possible.

2. Sending the products back

You must send the products back without undue delay and no later than 14 days after informing us of your decision to withdraw. The deadline is met if you send the products back before the 14-day period has expired.

We kindly ask you to return the items clean and unwashed, in their original packaging and with their labels where possible. This is a request, not a condition of your right of withdrawal.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

3. Return costs

If you change your mind (including a mistake in size or choice), you pay the direct cost of returning the goods.

If an item is faulty, damaged on arrival or not as described, or if we sent the wrong item, we pay the return costs in full.

The return address may be located outside the European Union and outside the United Kingdom. If you withdraw because you changed your mind, the cost of returning the goods to that address is paid by you. We recommend a tracked shipping service, so that you can prove that you sent the parcel.

4. Refunds

We will refund all payments received from you, including the standard delivery costs (if any), without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw.

We may withhold the refund until we have received the goods back or until you have supplied proof that you have sent them back, whichever is earlier.

We will make the refund using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not pay any fees as a result of the refund. The time it takes to appear in your account depends on your bank or payment provider.

5. Faulty or non-conforming items, or order errors

Please check your order when you receive it. If an item is faulty, not as described, damaged or different from what you ordered, contact us promptly at contact@swoonesilk.com. A quick check helps us find a solution, but your statutory rights do not depend on it.

You are protected by the legal guarantee of conformity under the law of your country, and the remedies are free of charge:

• European Union: at least 2 years from delivery. Germany, Italy and Poland: 2 years from delivery. Spain: 3 years from delivery. The Netherlands: for as long as you can reasonably expect, given the nature of the product.
• United Kingdom: your statutory rights under the Consumer Rights Act 2015: the goods must be of satisfactory quality, fit for purpose and as described. You have a short-term right to reject faulty goods within 30 days for a full refund; after that, you can ask for a repair or a replacement; if this is impossible or fails, you are entitled to a price reduction or a final right to reject. You can make a claim up to six years after delivery (five years in Scotland).

In these cases, we pay the return costs. These rights are not affected by any commercial guarantee or trial offer. Full details are in Article 10 of our Terms of Sale.

6. Items excluded from the right of withdrawal

The right of withdrawal does not apply to goods made to your specifications or clearly personalised.

7. Exchanges

The quickest way to get a different style or colour is to return the item, then place a new order once the return has been accepted.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

• To: ELOUAZZANI LLC (trading as Swoone), 1001 S Main St, Ste 700, Kalispell, MT 59901-1498, United States, email: contact@swoonesilk.com
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): ............
• Ordered on (*)/received on (*): ............
• Name of consumer(s): ............
• Address of consumer(s): ............
• Signature of consumer(s) (only if this form is notified on paper): ............
• Date: ............

(*) Delete as appropriate.

This form follows the model in Annex I(B) of Directive 2011/83/EU. If you live in the United Kingdom, you can use it in the same way (Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). Please do not send items to the postal address above: after receiving your notice, we will send you the return address.